During the day long MAGIC customer service training we
learnt the do’s and don’ts of customer service.
Most of the training was geared towards over the phone
customer service as well as how to build good relationships with our customers.
Some interesting statistics were presented to us that really demonstrated how
important good customer service is. We were given a chart that gave us reasons
why customers quit buying from suppliers and it listed the following reasons: 1.)Relationship
with another company or sales person, 2.)competitive price, 3.)dissatisfaction
with product, and 4.) attitude of indifference expressed towards customer by
one or more persons representing the supplier. Then we were asked to guess the
percentages for each of the four reasons. A whopping 68% of why customers quit
buying from suppliers was because of an attitude of indifference expressed
towards them by one or more persons representing the supplier. Dissatisfaction
with product only accounted for 14%, competitive price was 11%, and
relationship with another company or salesperson was a mere 4%. Those
statistics really prove what a critical role customer service plays within a
business. Through this training program
we were taught how to demonstrate good phone etiquette with customers, how to
interact with them and use “magical” phrases such as “absolutely” and “I’d be happy to”, how to express empathy,
helpfulness, and sincerity though tone and specific phrases, how to personalize
your interactions, how to be proactive
and offer options and solutions, how to ask the right questions to get to the
heart of the matter, and ultimately how to give knowledgeable, helpful, and
fabulous customer service in all of your daily interactions.
MAGIC training is a training program offered by a company
called Communico and is used by many corporations worldwide to provide their
employees with customer service training. The objectives of this company’s
training program are to teach people how to… 1) lead each internal and external
customer interaction by focusing what you can control and what you can
influence 2) express your understanding of how a customer feels about a
situation and why it is significant to the customer 3) use customer – focused
versus barrier focused communication and 4) handle difficult situations with
professionalism and grace. The program taught us exactly that and I think that
is why Dwellworks uses this program and believes in it whole heartedly.
Dwellworks is customer service based company and utilizes
this program to teach us how to deliver consistent and simply “magical”
customer service to each and every one of our customers because, when it comes
down to it, everyone that we interact with on a daily basis plays an important
to the success of our company. It was a “magical” day of training (and our
lovely and fabulous HR reps provided us with a free lunch tooJ)
Brittany Orwin
Valuation Services Intern
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