Regular opportunities
Make sure your teams know what emotional moments are most likely to occur with your products or services
Eg: if you sell travel, which travel events are most likely to be special.
If you sell finance, what are the main reasons people are buying your products.
Develop questions that will highlight the positive ‘moments of truth' and how should your people respond. Create some scenarios that your teams can role play
The difficult moments
Research indicates that being supportive of customers at very difficult moments makes a substantial difference to their overall perception of you. Whether your customer teams handles crises on a daily or an occasional basis, it can be a stressful situation
• Role-play key scenarios in the environment that staff will actually handle the customer e.g. behind a desk, on the phone, privately or in an open reception area
When you have to give bad news
Customer service teams hate giving bad news. Whether it's that the engineer is going to be late or we can't lend you the money, many will avoid it. Giving bad news is often likely to cause an emotional moment of truth and anyone who deals with customers will face this sooner or later.
• Think about how you give bad news to customers and practice a few techniques (maximum of three) to help you handle the emotional moment of truth in a professional manner.
Investing in moments of truth can be immensely valuable
Ensuring your staff handle it professionally could be one of the best investments you make. It can determine the nature of your long term relationship with the customer, and most of us are in businesses where we know our clients could go elsewhere. We know that most people choose a supplier for emotional reasons, e.g. they like you, and then use logic to justify their choices.
It is rare for any business to win every buying decision based on logic – few of us have such perfect propositions. Build emotional capital with your clients, and more business will surely follow.
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Employee development is one of the most important things in developing any business. Every business requires communication skills, computer skills, human relations, ethics, safety, etc.
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