Net Promoter Scores are one of the most popular business metrics.
Indeed, your next promotion or bonus could be contingent upon your Net Promoter Score, which is calculated by asking customers one simple question: “On a scale of zero to ten, how likely are you to recommend us to your friends or colleagues?”
Customers who respond zero to six are detractors; those who respond seven or eight are passive; and those who respond nine or ten are promoters.
As an example, suppose your organization recently implemented the Net Promoter Score. That is, your compensation and future promotions are contingent upon your ability to convert customers into promoters. we are a customer service training company that assists organizations in increasing their Net Promoter Scores. We have discovered quick methods for improving your grades.
Whether you hire a professional customer service training company or do it yourself, ensure that your employees learn and practice these seven techniques. Then monitor, assess, and reward them. They may appear straightforward, but they work and work quickly.
1. Greet and thank each customer
Begin each interaction with a “Welcome to…” or “Thank you for calling…” Additionally, use a warm and sincere tone of voice that makes the customer feel welcomed. Additionally, if you recognize the person, say “It is nice to see (hear from) you again.” Already have two or three points.
2. Utilize names as frequently as possible
Quiz: What is the most critical word that customers want to hear? Customers crave to hear their names in an increasingly impersonal world. Train your employees to address each customer at least twice. Each time is worth one point, up to a maximum of three. Then, to cement those points, have each individual state their name twice. The customer did not hear it the first time. After you have used the customer’s name, they will hear your name for the second time.
3. Say glad, happy, pleased, or pleasure for every request
There is a reason why the Ritz Carlton greets guests with “My pleasure.” Train your employees to respond to every request with “I would be delighted to take care of that,” “I would be delighted to do that,” or even “Certainly, that would be no problem.” Allow them to express themselves in their own words and allow their positive feelings to rub off on your customer. Earn at least two points the first time you say it, and another one or two for repeating it.
4. Apologize regardless of whether you are sorry
You work diligently to earn points with a customer, but you could lose three or four points in an instant. Apologize and demonstrate empathy when customers feel wronged or upset to retain your points. Take responsibility for your actions and never place blame on others. The customer will feel confident in your ability to look after them and those they recommend. Genuine apologies attract promoters.
Employees are not required to admit fault or state, “We were wrong,” in order to apologize. Apologize for the inconvenience caused to the customer, for having upset the customer, or for the situation. Such words are magical in the Net Promoter world.
5. Provide GEMs to meet the requirement for uniqueness
To make a customer feel unique, go above and beyond their expectations. We refer to these as GEMsTM, or Going the Extra Mile. We provide numerous guidelines and examples of GEMs, but one thing all GEMs have in common is that they cannot be standardized. Encourage your employees to consider, “Is there anything else I can do for this customer?” or “Is there anything else I can do?” And the greatest opportunities occur in the midst of your greatest difficulties. Give an excellent GEM and follow the first four steps above, and you are on your way to an 8 or 9.
6. Educate your employees on the importance of creating a “experience” for the customer.
Net Promoter is all about encouraging people to speak positively about your business. By highlighting and publicizing these stories, as well as receiving the high Net Promoter scores associated with these experiences, you can set the bar for the rest of your organization.
7. Provide your employees with a “Cheat Sheet” to use with each customer
Without employees who understand how to convert detractors and passives into promoters, a company’s Net Promoter score will never increase. For high net promoter scores, ongoing training and reinforcement in these skills is critical. Create a “Cheat Sheet” for your employees to use with each customer following training. Then, either conduct a team meeting or provide individual coaching to your team members, or do both. Conduct ongoing role-playing exercises with each employee to help them develop these skills. Observe them in action and provide constructive feedback, particularly praise.
Visit our website at www.customerfocusinc.com or call us to learn more about how we can provide rapid training to help you improve your Net Promoter score.