Treat the customer as a person, not a process.

“This call may be monitored for quality assurance.” Believe it or not, all this information does go somewhere. Information such as how many times an individual has to call to solve their problem, the average handle time, and even the effectiveness of customer service representatives. From this data, a few trends stand out. At the average call center, 52% of the time customer service representatives cannot resolve problems on the first call. Just a 1% FCR improvement would save the average company $250,000 annually, not to mention reducing customers at risk, which would create a considerable opportunity for savings in itself. There is great potential for improvements and savings just by making a few simple changes.

Top 10 Behaviors for Revolutionizing Call Center Effectiveness:

1. Have a positive connection with the customer. Positive connections begin with the desire to develop rapport. This means not only treating them with respect, but also being able to see to the fundamental problem, making the solution correct and efficient.
2. Listen. If you ask a customer what is the key to excellent service, generally they will tell you it is demonstrating interest and concern by listening intently. Make sure you understand what they have said. Paraphrase the customer’s questions back to them. This will increase clarity and focus, making for accurate solutions.
3. Meet them where they are. CSRs and customers can often feel like they are speaking a different language. Say things in a way or in a context that they will understand.
4. Go the extra mile. Anticipate other problems they may be having or may encounter based on their initial question. This will reduce the need for callbacks.
5. Empathize with the customer and show it with a calm, soothing tone of voice. Increased genuine listening will help here. Showing a sincere desire to solve the problem can make all the difference.
6. Respect the customer’s time by communicating with the customer about the live hold. Be efficient and accountable to your customers.
7. Playback the film. Listen to a call with a manager, critique and drop the defensiveness. This is no place for prima donna’s. Becoming aware of behaviors is a powerful tool for improvement. See the good and make note of what was less than effective and make changes accordingly.
8. At all costs avoid losing your patience. The more patience exhibited, the more positive and effective the call will be.
9. Give positive, supportive statements. This will reduce the amount of negativity and make the customer feel that finding the solution to their problem was important and, in turn, will reduce negative feedback about the company at large.
10. No more excuses. Work on yourself and set a goal to improve a little with each day. You don’t have to be perfect to succeed, but keep looking for ways to improve skills and make positive changes.

Remember, we want to hear “I was very satisfied with the customer service. The agent answered all my questions and was very patient and knowledgeable. This was the best service I have ever had with a customer service agent!”
A dedication to positive and effective solutions and a genuine concern and desire to see each customer succeed will only create positive changes in a call center. Respect and a positive attitude will improve both the CSR’s and the customer’s experience and lead to an overall better view of the company. Keep smiling!

For 20 years Joe & Dawn Pici and Pici &Pici Inc have offered a results driven methodology with proven ROI covering the complete sales cycle. This unique program significantly improves closing ratios escalating sales, empowers communication, increases saves and first call retentions, improves customer satisfaction, enhances team efficiency, reduces turnover, and creates focus and direction for ongoing growth with maximum productivity. Training may be administered on-site, in boot camps or in one-on-one coaching.

www.PiciandPici.com Joe@PiciandPici.com  Dawn@PiciandPici.com

“I wanted to take the time to let you know how much you’ve positively effected our floor. From the moment you left I had a number of employees rave on how much it helped them. It seems daily now we are discussing behavioral styles and what we did to turn someone who was upset into someone who is thankful. I think your style made it easy for them to want to listen and understand which I appreciate more than you know. I am constantly monitoring our success and have found that even my challenged employees seem to be more effectively communicating with the most difficult clients. Basically we’ve saved more cancels than ever before in the month of March and look forward to even better results in the coming quarter. “Sincerely, Rich DeSena CEO Progressive Debt Relief

Sell Naked…Successfully! 3 Day Intensive Sales Boot Camp April 16-18, 2012 in Orlando, FL 

TOTAL EXPOSURE 3 Day Intensive Speakers Boot Camp April 19-21, 2012 in  Orlando, FL

Behavioral Studies Institute – Earn your DISC Certification April 27-28, 2012 in Orlando, FL

Want to observe sales in its purest form?  Scrutinize the handling of candidates in our presidential elections. For a moment, put aside your political ideologies and think of candidates as the ‘product’ that is being sold to the American people.

Newt Gingrich has taught me two important sales strategies.

1. BE PITHY – Regardless of your political persuasion,  you’ve got to admit no one thinks faster on his feet or has better comebacks than Newt Gingrich.  He had a great one last week when bantering back at president Obama’s comment “There is not one quick fix for gas prices.” Newt answered, “There is a quick fix for gas prices. Defeat president Obama in November.” You have heard many like this and whether or not you agree, they are memorable.

More than anything, we want clients and prospective clients to remember us. Creating clever, pithy statements about the benefits, results and solutions you provide will do just that.
At your next networking event instead of introducing yourself with the same, worn out,  “Hi I’m (name) with (company) and we sell (products). Try beginning with a question. One I use with great success is: “How many of you would like to gain an unfair advantage over your competition? (All the hands go up.) “Great! We need to talk. I will empower you and your team with the secrets to increase closing ratios, create loyal, repeat business and gain quality referrals. I am Dawn Pici with Pici & Pici.”

Struggling with creativity? Get the book POP by Sam Horn. It is the definitive guide for original, pithy, interest capturing one liners.

2. BE PERSISTENT – A participant in one of my sales training seminars recently asked about how long  one should continue contacting a decision maker who does not return  phone calls or emails.  I responded with an  illustration from my water safety instructor. While being trained as a life guard I was taught CPR. The instructor taught us that we should continue giving CPR to a drowning victim until the paramedics arrive or until rigor mortis sets in. I believe the same rule applies to sales. Remember, most sales happen after the eighth contact.  (Let’s face it. How many blogs of ours will you need to read before you decide we might know what we are talking about and hire us to help you explode your sales?)  High ranking decisions makers agree. Persistence is absolutely imperative for success in sales.

I’m not sure how many times the press has counted Newt out but he keeps coming back. His secret? He just keeps swinging. Success in sales is not to the swiftest, brightest, or most talented. It is to those who keep going with one more presentation, one more contact, one more phone call, one more email, one more day of hitting it hard in sales. This week  the press is saying that even if Gingrich wins Georgia, he may be out for good.  Really?  We’ll see.

As stated succinctly by another politician who was also counted out, “Never, never, never, never give up.” (Winston Churchill).

From the series:  What I learned about sales from the presidential campaign.
Lesson #2
NOTHING REPLACES PERSONAL CONTACT FOR BUILDING RAPPORT.

Regardless of the ultimate outcome, Rick Santorum has proved one thing. You can go from obscurity to notoriety quickly thru one-on-one, personal interaction.

Want to observe sales in its purest form?   Scrutinize the handling of candidates in our presidential elections. For a moment, put aside your political ideologies and think of candidates as the ‘product’ that is being sold to the American people.

In our brave new world of  social media optimization through  FaceBook, LinkedIn, Google+, Twitter and countless other applications, Rick Santorum decided to do business the old fashioned way and it paid big dividends. Visiting all 99 counties in Iowa,  Rick Santorum proved that ‘pressing the flesh’ is more effective for building rapport quickly than attempting a predominantly virtual campaign. Social media is important. However, Rick’s campaign has achieved extraordinary success  because he has mastered integrating personal contact with a strong social media presence.

Building rapport with Iowa voters is no different than working with business contacts.  Rapport is the deepest level of relationship between two individuals in business which involves sharing common ground and is established when trust and affinity have been reached between both parties. At rapport you have secured a long term, repeat client who will provide you with quality referrals.

Here are two tips from the Santorum campaign for building rapport.

1. Rapport does not happen overnight. Rick stomped through Iowa for months. Developing rapport will require time and repeated contact with the client.

2. Rapport is developed more quickly through personal contact. It’s time for business people to stop hiding behind social media. Although social media is a piece of the puzzle, it is just that, a piece. E-mails are often misread or mis-interpreted.  Nothing is more powerful than a personal phone call or a face to face meeting. Too busy to leave the office? Use  SKYPE! We are also getting a positive response from the field using personalized, video email. Try EYEJOT.com. It is another SKYPE product that is free and easy to use. You do not need to download anything.

Want a systematized methodology for developing rapport? Get our free E-course:  Three Keys for Building Rapport.

Want to observe sales in its purest form? Want to learn from triumphs and mistakes? Scrutinize the handling of candidates in our presidential elections. For a moment, put aside your political ideologies and think of candidates as the ‘product’ that is being sold to the American people.

This is lesson one on success in sales as I have learned from those running for office.

#1 Smiles Sell. Have a BIG smile. People purchase people, or should I say people decide to purchase based on their relationship with you. 65% of the population is more people oriented. This means that 65% of all those you meet need to like you before they will purchase from you. A big smile relays that you are an open, sincere, friendly person who will be easy to work with. Therefore, if you have a large, genuine, toothy grin you are more likely to close sales.

Not convinced? Consider the presidential races since the first one televised in 1960. In 1960 those listening by radio (receiving information audibly only) declared Nixon the winner of the debate. Those watching by television thought Kennedy won. What made the difference? In addition to verbal content, television allowed the candidates to be seen.  From Kennedy through Obama – regardless of the amount of money spent, the political opinions expressed or promises made -  the candidate with the largest, toothiest, most memorable smile tends to win.

John Kennedy                  Richard Nixon                     Televised Debate  1960

No one could resist the Kennedy charm and John Kennedy squeezes by Richard Nixon who was the favorite and incumbent VP. Obviously everyone, including Nixon, has a smile. However Nixon’s smile wasn’t as large and inviting as Kennedy’s and the image Nixon painted in most viewers minds was of him with a more serious expression.

_________________________________________

1964

Lyndon Johnson                  Barry Goldwater             Barry Goldwater

A tough year for smiling. Neither candidate had a great smile. Goldwater’s serious expression on the cover of TIME may have tipped the balance in favor of Johnson. This type of grimace appears again and again on covers and campaign buttons those who lose elections. Although no one smiles all the time, the real concern needs to be the overall image (smiling or serious)  the candidate imprints into peoples minds.

____________________________________

1968

Richard Nixon                       Hubert Humphrey

Someone teaches Nixon how to smile and he triumphs over Humphrey. Nixon’s  smile was so exaggerated this expression has been turned into a popular character mask today. Humphrey’s campaign button is awful. Campaign buttons, TV and publicity pictures all play an important role in painting an image in the minds of people. Serious doesn’t sell.

______________________________________

1972

Richard Nixon            George McGovern

  Will campaign managers never learn? Can you believe this campaign button? McGovern is on the left. He looks like he is growling. Nixon keeps on smiling and wins. No surprise there.

________________________________

1976

Jimmy Carter                             Gerald Ford

No contest. Jimmy Carter lights up the room with his smile.

___________________________________

1980

Ronald Reagan

Young Ronald Reagan

Jimmy Carter

A real smile-a-thon. Both candidates had contagious smiles. Ronald Reagan’s charisma and Kennedy likeability to charm the press won the day. It didn’t hurt that American’s had fallen in love with his smile decades earlier…

____________________________________________________

1984

Ronald Reagan       Walter Mondale

Hands down win for Reagan’s smile over Walter Mondale’s ‘Mona Lisa‘. I’m not sure he ever smiled in public.

____________________________________

1988

George H Bush                  Michael Dukakas

Another very poorly planned cover. Can you even call that a smile on the face of Michael Dukakas? Look’s more like constipation to me. This is the image his campaign manager planted into the minds of America. What were his political advisers thinking? George senior doesn’t have a great smile but any smile could beat the expression on Dukakas’s face.

________________________________

1992

Bill Clinton             George H Bush

Even after a successful war in the gulf, George senior cannot compete with Bill Clinton’s boyish grin.

__________________________________

1996

Bill Clinton                          Bob Dole

Are you kidding?

__________________________________

2000

George W Bush               Al Gore

On the few occasions he is caught cracking a  smile,  Al Gore refuses to show his teeth . George junior, like his father before him, doesn’t have a great smile but it was more than sufficient to beat Gore’s.

______________________________________________________

2004

George W Bush          John Kerry

Another really awful campaign button. This one was for John Kerry. The picture created a mental image of him being overly serious. His smile looks forced and insincere.

___________________________________

2008

Barak Obama              John McCain

John McCain didn’t stand a chance against ‘Mr. Gleem toothpaste’ smile.

____________________________________

Rick Santorum

Mitt Romney

Who will win the republican nomination? Observe their smiles and you decide.

The application for sales is clear.

SMILES SELL. Make sure yours is a WINNER!

Ron Paul

Newt Gingrich

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Pici & Pici Inc is a consultative relationship sales firm specializing in customized training for individuals and corporations. Call 407-947-2590 for more information or go to www.PiciandPici.com

 INTENSIVE BOOT CAMPS -  Sell Naked…Successfully! 3 day sales boot camp April 16-18, 2012 in Orlando, FL

Want to captivate new clients and make more money in the speaking industry this year?

Tired of Speaking for Peanuts TIP #52 ~ Creating an Industry Specific SM Strategy

Attracting your target market involves a SM strategy aimed at the benefits, results and solutions specific to the prospective client. Therefore consider:  Are you a keynoter or trainer?  Most speakers lack clarity on the differences between keynoting and training and make no distinction when marketing out on the web. Big mistake.

What’s the difference between keynoting and training? Basically,  keynoting is more performance focused whereas training is more results focused.

The KEYNOTE speech - This is a speech that is specifically designed for a particular audience and/or situation. More often than not, a speaker has adapted one of their ‘standard’ presentations to the audience at hand. Being performance focused, the audience is looking for the presenter to be polished, entertaining, somewhat informative and motivational. Audiences come away with statements such as, “WOW, that person is a great speaker. What interesting information! I’m excited!”

TRAINING - This is also designed for a specific audience and although the trainer may be using the same materials and format over and over with different companies, an accomplished trainer has customized the training for the specific desired results of individual clients. Most importantly,  trainers do not merely present information relevant to the audience, they engineer an environment for interaction. Trainers direct participants through a series of activities designed to increase skill levels. Participants leave the event with statements such as “WOW, I can’t wait to apply this. I know I am better at doing  ____ now. ”

The distinct differences between keynoting and training will attract differing clientele. Decision makers often hire a keynoter for a convention when they want someone to open and set the tone of the event or to bring the crowd to back to life in between more data oriented (boring) sessions. This is not to say that keynoters do not give valuable information. They do,  but they are not evaluated or hired based on results produced after the event as trainers are. Companies and individuals will assess the value of the trainer based on the results gained by applying the skills introduced. Although a trainer is hired for improving skills in a particular area, not entertainment or motivation, make no mistake, good trainers understand that they need to be entertaining and create an enjoyable workshop experience while motivating their participants for activation.

Keynoting and training fill distinctly different needs and therefore require different marketing strategies.

Tips for designing Your Social Media Strategy

Keynoters: Focus on the enjoyment and engagement of the audience.

You want your website to be filled with short, high quality video clips  of your different presentations. The larger and more professional the  venue and video quality, the better. Include favorable and enthusiastic   audience reaction which may involve placing multiple cameras and mics in the audience.

• If you are industry specific make sure you include clips highlighting  your relevancy within the given industry.

• Place video that exemplifies audience reaction to your polished presentation on every page of your website.

• Use video testimonials from audience members taken during or  directly after your presentation. Place them on your website, Facebook pg. etc. Work to gain ‘spin-off business’ – ask satisfied decision makers for quality referrals.

• Use multiple action shots of you for your brochures and other promo  materials.

• Create a promotional DVD with short clips of you speaking. Again  these need to include audience reaction. Use this for your home page     video as well.

• Market directly to convention planners and associations via LinkedIn, industry blogs, etc.

• Publish a book – hard copy or electronic.

• If you are a motivational speaker consider creating original, daily quotes and post everywhere.

• AVOID – Guaranteeing income related results. Avoid saying your     presentation will increase the bottom line unless you have  hard data     to back up your claims.

Trainers: Focus on hard data and quantifiable results.

• Use social media to position yourself as the expert in your field.

• Be on LinkedIn regularly and join groups where decision  makers in your target market frequent.

• Blog often on your own blog site and on blogs that are industry specific.

• Twitter is a great place to build a following. Include links to your blogs.

• Publish a book on a subject that will establish you as an expert in the field your train on -  hard copy or electronic.

• Companies and individuals who hire you to train are expecting results  and will want to interview past clients concerning the same.  Therefore, obtain written and video testimonials from decision  makers who have hard data regarding the results of your training. Use these on your website – especially the about us page, Facebook,   etc.

• Use metrics and statistics on all of your marketing materials both hard  copy and virtual.

• Create a promotional DVD that highlights the results you provide and   testimonials of decision makers. This will make a great home page  video.

• Action shots are great. However, ask permission from the companies  you are training first. You may need to get a release signed by all  included in the shot.

• Use power statements throughout website, FB etc.

• Video snippets of training material is great but AVOID – Putting too much of your intellectual property out on the web.  Peek curiosity with power statements but don’t give away the farm.

Two final tips for both keynoters and trainers for acquiring more business:

1. Don’t let leads disappear into the blog-o-sphere.  Answer each inquiry with a personal phone call. Nothing sells better than the human touch. Uncertain how to be successful on the phone? Get our book Sell Naked on the Phone.
2. Develop your sales skills. Remember, we sell for the right to be on someone’s stage. Too many talented speakers are going hungry tonight because they have a garage full of books but no bookings. Check out our 3 day intensive sales boot camp – Sell Naked… Successfully! and get to a six figure income – fast!

If you are starting out as a speaker and are wondering should I keynote or train, first ask this question. “Do I want to help people, make money or make money while I help people?” If ‘make money’ is somewhere in your equation then consider training. In this economy businesses are cutting the fat and too often that includes keynoters. According to NSA (National Speakers Association) 20 years ago the average keynote   received $9000 – today, $1500. Whereas today trainers average between $2500 and $10,000 per day.

Want to become a keynoter or trainer? Turn your talent into cash! Be trained by the best. Contact us at www.PiciandPici.com. Our 3 day intensive speakers boot camp will equip you with the skills and business knowledge to get to a six figure income fast without leaving your current employment.  Contact us at 407-947-2590.

TOTAL EXPOSURE 3 day Intensive Speakers Boot Camp – April 19-21, 2012, Orlando, FL

It’s never too late to:

dream
dream, again
laugh at yourself
have plastic surgery
invent a new way of doing something
see it on YouTube
like Kate, marry your prince
like Tebow, win a game
improve your KLOUT score
jump into the GOP race
get on the Virginia primary ballot… Oh yea, this one you can be too late for.
wait for the next ‘lowest price of the year’ sale
learn something new
see the re-run
eat less and exercise more
get out of debt
forget past hurts and failures
get a new password
get a new password, again
kill your excuses
become the expert in your field
get a better job
express your love
ask forgiveness
stop listening to the news
add something (someone) new to your life
be thankful
de-tox
re-use something
protect yourself from the next cyber attack
refresh your website
return next season after your character’s been pronounced ‘dead’ on a soap.
set goals
get organized
break a bad habit
start a good habit
write that book
take the next flight (train, bus)
plan for the future
purchase out of date technology
pray for peace
enjoy simple things
accept who you are
read
befriend someone in need
join
smile
volunteer
save money
change
achieve
imagine
reminisce
be honest
be positive
be authentic
experiment
enjoy simple things
give away outgrown/unwanted items
ask for help
release negativity
be successful. It is never too late to attain greater success because …
it’s never too late to start doing the right thing. Put enough ‘right things’ together and, regardless where you find yourself here at the end of 2011, 2012 can be a magnificent year for you. As you make your plans for 2012, what are the right things for you? Watch as Joe share’s tips to help you accomplish more in 2012.

Joe Pici shares tips from his Crystal Clear Clarity Coaching Program to help your success in 2012.

Will 2012 be a boom or bust for you and your business in 2012?

The following are  characteristics of businesses that will do well in 2012:

• They have staff that is involved in on-going training and are keenly knowledgeable of the product/service.

• They are committed to lead generation. They are not satisfied to be simply order takers. They are order makers.

• They have a systematic methodology for sales.

• They have researched and niched their message to captivate a specific target market.

• They give great customer service.

• They understand and apply principles for creating rapport with their client base which develops client loyalty and quality referrals.

• They have engineered a working environment characterized by mutual respect between co-workers and management.

You may find your business struggling in 2012 if it begins to exhibit some (if not all) of the following characteristics:

• The focus shifts from productivity to management. Management and employees are about the business of busyness. Employees are busy but not necessarily productive spending more time on maintaining the status-quo than the activities of creating NEW business.

• There is a loss of focus on self-improvement. Companies and individuals tend to cut back on training to lower costs not realizing that in doing so they are cutting their throats. Effective, on-going training is the fuel to feed the income producing engine. This results in losing the cutting edge so necessary to remain competitive.

• They begin to associate and compare themselves with non-producers.

• The work environment is saturated with conflict and turf wars.

• Excuse-itis – In their attempt to justify themselves they begin to playing the blame game. They blame the economy, the clients, the management, the product, government regulation – whatever meets their needs.

Unfortunately, companies experiencing 2 or more of the above are seeing dollars fly out the door to competitors. However, its’ not too late for most organizations to turn it around and create the ‘best of times’.

Here are six keys to keep it in the black in 2012:

1. Accountability - Fresh eyes to assess your situation, provide a solution and accountability. For companies this may mean bringing in a team of experts. If your an individual, find a mentor. Remember this tip: When seeking council look for fruit on the tree. Find consultants/mentors who have a history of gaining results for your industry.
2. Personal and corporate growth – For training to be effective it must be done at regular intervals throughout the year and be accompanied by reinforcement. There are three key areas of training for individuals and corporations necessary to keep business coming in the door and securing your bottom line. All three are needed equally, like the 3 legs of a stool:

3. Product/Service- Stay up on the latest trends in your industry. Be on the leading edge – not the bleeding edge of technology.
4. People - Understanding behavior and communication styles provides productive work environments, helps prevent conflict, improves productivity and equips employees to make positive connections with clients.
5. Productivity – The old adage is true. Marketing costs you money – Sales makes you money. Never cut back on sales training. Financially solid companies have a sales methodology, routinely train that methodology and provide reinforcement.

6.  The Buck Stops Here! - Starting at the very top matriculating down to the newest hire, companies that turn it around are comprised of individuals who take personal pride and responsibility for the performance of the company. These individuals posses a ‘can do’ attitude and take personal business ownership in day-to-day operations.

Regardless of the economic climate, 2012 can be the best of times for you and your company. Think back and categorize the elements that made your company great. Accurately analyze your current situation, provide results driven training in the three core areas for productivity, and create a team atmosphere of corporate and individual responsibility for success.

Joe & Dawn Pici are strategic trainers, executive coaches and experts in the niche markets of sales and performance management. Pici & Pici Inc understands that reaching organizational peak performance starts with addressing the needs of the individual as well as company requirements.

For a company or individual, training must lead to increased performance and an optimal return on investment. Contact Pici & Pici – joe@piciandpici.com or call 407-947-2590