How important is customer service to your business?
“Profit in business comes from repeat customers; customers that boast about your product and service, and that bring friends with them”. – W. Edwards Deming.
Is there room for improvement in the way you and your team deal with customers?
Life is a continuous journey of self improvement – if we’re not growing, we’re dying. It’s the same in business.
So how valuable would it be to your business if you could learn a simple way to instantly improve your customer service levels?
Want to know how?
Customer service excellence has been and will always be one of the critical competitive advantages for any business.
It can be easy to get it right once you know how, but it can also very easy to get it wrong…
And when people get it wrong, the impact can be devastating.
“A happy customer tells a friend; an unhappy customer tells the world.”– Unknown.
This results in lost profit, low staff morale, more complaints and eventually a failing business.
And this can all start from one very simple (but extremely easy to make) mistake that you must avoid when it comes to customer service.
The biggest mistake to avoid when it comes to customer service is not being aware of your ‘precognitive bias’ and how it colours all of your conversations with others.
Let me explain – have you ever heard that saying “treat others the way you want to be treated?” – Turns out it’s not actually the best approach.
Because everyone is a little different, right?
So if you go through life speaking to everyone (including your customers) the same way you would like to be spoken to, you’re assuming they’re the same as you.
You’re assuming they have the same unique style of communication as you and that their needs are the same as yours.
But most of the time they’re not!
And by speaking to them in your own style of communication you are being what we call ‘precognitively biased’.
Don’t worry though, it’s totally natural, we all do it, but that doesn’t mean it’s effective.
In order for your business to steer clear of these problems, we’ve developed a few pro tips to help you overcome precognitive bias by learning precognitive communication techniques in order to become more successful in all of your customer interactions.
Firstly – What is precognitive communication?
Precognitive means before thought.
And precognitive communication is the study of the way we process our thoughts.
What are precognitive communication techniques?
The are a set of skills we train individuals, teams and businesses in so that they are able to master the art of quickly and accurately predicting someone’s likely thinking and behavioural strategies (knowing how your words will be received by the other person before you start talking).
The model of precognitive communication techniques we teach is called DOTS Precognitive Communication training.
It’s a whole new way of understanding people while learning an advanced skill set that will give you a rare advantage above the rest.
So what pro tips can you use to overcome precognitive bias and instantly improve your customer service?
- Discover your own unique style of communication and what that means – (get an idea of what this might be right now by taking our quick DOTS Communication style quiz here).
- Learn how to identify other people’s communication styles – Gain the ability to identify what other people’s communication styles are within a matter of minutes (sometimes seconds) of meeting them (by the way they are dressed, certain words they use etc.) Find out how at our next event or ask us a question below to find out more.
- Start to speak their ‘language’ – Once you’ve identified what their likely communication style is (if it’s different to yours), you can slightly adjust the way you speak to them in order to ‘treat them the way they want to be treated’ and get your message across in a way in which they both understand and respond positively to.
Using these pro tips in the right way by getting trained in precognitive communication techniques will see your customer service improve instantly because you will be able to get into your ‘customers shoes’ (their world) and connect with them both easily and meaningfully.
If this is an area you’d like to learn for yourself or up-skill your team in, talk to us today and let’s make it happen.
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