Inbound Adventures (Part 2)
About the Course
Your mindset and communication skills can make or break an inbound call experience. In this 15-minute PowerMod, customer experience expert Nicki Wiedeman and preneed sales pro Pat Downey dive into strategies that enhance customer interactions, boost confidence, and create trust over the phone.
Key Takeaways
Customer Experience is Key: Providing a positive experience during inbound calls is essential for gaining trust and loyalty. Every interaction counts in building relationships with customers.
Mindset Before Calls Matters: A positive and prepared mindset can significantly affect the outcome of a call. It sets the tone for how the conversation will unfold, impacting customer perception.
Metrics Help Measure Success: Tracking customer feedback and call outcomes is crucial. Understanding where calls fall short helps identify areas for improvement and enhances service delivery.
The Power of Questions: Engaging customers with thoughtful questions can shift their perception from price-focused to experience-oriented. This approach builds rapport and trust.
Emotion is Central: Recognizing and managing emotions during calls can lead to better interactions. Empathy can help ease customer anxiety and create a more supportive atmosphere.
Effective Scripting is Valuable: Scripts should serve as guides rather than rigid rules. This allows for natural conversation while ensuring that key points are covered consistently.
Continuous Improvement Through Practice: Regular role-playing and practice help team members refine their skills. This leads to more confident and effective communication during real calls.
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About the CXperts
Patrick Downey
Patrick has over 40 years of experience in the cemetery and funeral profession. He has worked in top sales leadership and management roles, building and developing successful sales and marketing programs for multiple cemetery and funeral firms. He also serves funeral and cemetery clients across the country as an independent sales training and coaching consultant.
Patrick is a past President of ICCFA and past Chancellor of ICCFA University, and continues to lead classes in the J. Asher Neel College of Sales and Marketing. He was awarded the honorary degree, Doctor of University, in 2019. His passion continues to be teaching, training, and coaching sales professionals and sales leaders in cemetery and funeral services.
Nicki Wiedeman, CSE
Nicki answered her first customer service call in 1989 for a bank in Cincinnati, Ohio, and has since cultivated a 30-year career in improving the customer experience. She’s on a mission to remedy the subpar service customers receive when calling businesses. She is a skilled strategy and meeting facilitator. Her forte is in SWOT Analysis and Kaizen principles. She rolls up her sleeves and creates custom, interactive training solutions for firms in all industries.