1. Booksy University
Mastering the Call

2. Agenda CS Protocol The importance of good CS for Booksy
The key points of customer service
Opening discussion: evaluating the example
How to best prepare for a call
Active listening to meet the needs of the customer
The significance of delivery

3. 1. Your role at Booksy You are the voice of Booksy!
As we have mentioned in a previous lesson, committed customer service is one of the factors which sets us apart from our competition. From onboarding on, your job is represent Booksy and to do what you can to keep our customers happy… ultimately keeping them as our customers.
It’s much more expensive/time consuming to try to attract new business than it is to retain existing business. If we fail to retain our businesses, we cannot succeed in the long run.
Your job is challenging! You are dealing with people and their problems “live”. This can result in unpredictable and uncomfortable situations.

4. The CS Objective
What is the goal for ANY customer service call? “Helping the customer.”
Address the needs of the customer by issue resolution
Being prepared for a range of calls
Know what to say, when to say it, and how to find the right info for the call
Provide valuable information to the customer by gaining information from the customer.
Active listening
Targeted questions
Customized responses
Delivering information in a way that transcends “standard”
Always adhering to the ethics and policies of Booksy
Conveying information in a way that is professional and courteous at all times
Managing your tone/message/attitude in a way that builds confidence and rapport
Energy, Efficiency, Empathy

5. Practice Conversations
CS Agent: Hi, Bob, this is Lisa from Booksy. How are you?
Customer: I’m good, how are you?
CS Agent: I’m good, thanks. So I’m from Booksy, and we’re uh... I wanted to see uh… how’s everything going for you? With the app.
Customer: Everything’s fine.
CS Agent: That’s good, so uh...

6. Practice Conversations
CS Agent: Hi, Bob, this is Lisa from Booksy. I heard you had some questions about our product?
Customer: Yes, I was wondering about a few features. This app will work to get me new business, right?
CS Agent: Absolutely! We provide you with all sorts of materials to help you get more clientele. Plus, we’ll have POS in about a month, and a completely new level of business management available shortly.
Customer: Wow, in a month? That’s great!
CS Agent: Something like that- so you’ll definitely want to be all set up when the new features come in!

7. Practice Conversations
CS Agent: Hi, Bob, this is Lisa from Booksy. I just wanted to welcome you to Booksy, and see how everything was going.
Customer: Oh, well, I just set it up today, so I haven’t had a chance to really play with it so far.
CS Agent: No problem, that’s what I’m here for. Do you have any questions for me? Anything you’d like help with?
Customer: No, not really. But it looks cool!
CS Agent: Great to hear! I’m going to send you some free materials that will help you out with setting up and making the most of Booksy. Does that sound good?
Customer: Yeah, that sounds amazing!
CS Agent: All right then, well, if you need anything, just let us know. Thank you, and have a great day.

8. Practice Conversations
CS Agent: Hi, Bob, this is Lisa from Booksy. I just wanted to welcome you to Booksy, and see how everything was going.
Customer: Oh, well, I just set it up today, so I haven’t had a chance to really play with it so far.
CS Agent: No problem! I’m here to help you make the most of Booksy for your business. Booksy is a two- app system: there is one app for you, and one app for your clients. The client app is the blue/green one.
Customer: Yeah, I know, but my clients are older and pretty low-tech, so I’ll probably just have them book from my Booksy page on the computer.
CS Agent: Yeah, there are lots of ways your clients to book their OWN appointments. So we can discuss how to set up a voice mail, add widgets to your facebook or website, and other features to promote your business with Booksy. Plus, you can show them how to create an account on their phone while you’re doing their hair.
Customer: Do they HAVE to have the app?
CS Agent: No, but most people just find it more convenient. Anyways, we also have a digital flyer you can share on instagram….
Customer: I don’t have instagram.
CS Agent: Well...

9. Practice Conversations
CS Agent: Hi, this is Lisa from Booksy. How can I help you?
Customer: Hi Lisa, this is Bob da Barber. How are you?
CS Agent: Oh, I’m good. What can I help you with?
Customer: You know, I just love Booksy- I think it’s great! I’ve been telling all my buddies about it.
CS Agent: Mmmm hmmm.
Customer: So I heard about this referral program you guys have, and I want to do that! Can you tell me how to get in?
CS Agent: Sure, I can give you the contact information for the person who runs it. Hang on.
Customer: Thanks so much, you’re the BEST!
CS Agent: Oh, no problem. Glad to hear it.

10. Preparation is key Knowing is half the battle
Want to sound confident and in control of the situation? Do your homework first.
Inbound and Outbound calls:
Know what is minimally required for any call: greeting, closing, ask if they need anything or have any questions, any legalities
Know how to find information about the customer/account
Know how to find information about Booksy features and potential problems
Know what questions to ask to reach a solution
Onbound calls:
Do a basic check of the person you’re going to call before you dial.
Have an objective for the call and know exactly what you want to cover.

11. Preparation: The script- friend or foe?
Common objections to a script
I don’t want to sound fake/robotic/unnatural.
I can’t predict what the customer will say, so how can I use a script?
What if I lose my place in the script?
I KNOW what to say and what works for me, why would I want to use some script?

12. What we imagine when we hear the word “script”
A fully developed dialogue:

13. Preparation: Script writing
The CS Script: Your conversational framework
What SHOULDN’T a Booksy script be?
A fully drafted dialogue.
Long text you “read at” a customer
A script is a outline of essentials that you should cover in your call to meet your objective.
Why is a script important for customer service?
It helps you refine an organize a call without relying on a crutch
It can improve the quality of an entire team
It helps stabilize your performance
What should be included on a script?

14. Preparation: The Script Structure
What a good script will include.
A checklist to remind yourself of the key points for all calls:
e.g. Greeting
Request individual
Introduce yourself and Booksy
Ask how they are
*Any legal notes you must make
Ask them if they have any questions/how you may help them
Thank them for their time
Polite close
The EXACT opening you use for this type of call:
e.g. “I am calling you today to welcome you to Booksy, and to help you make the most of our service. Have you had a chance to look at the app so far?”
*A list of possible item points to mention in a call/ questions you should ask

15. Preparation: Using a script
How to apply this in your team
Work together as a team to come up with the necessary elements of your calls, as well as where to find the answers for the most common issues/questions.
Write down ideas together for a basic script- what works and what doesn’t?
Personalize your script- highlight the areas where you’re weakest, and add material you have trouble remembering, perhaps add links
PRACTICE, PRACTICE, PRACTICE
As you get better, this is a document you keep around for bad days or odd circumstances.

16. Preparation: Finding information
Accessing the materials you need quickly
Where can I find information about the client?
admin/intercom/zendesk/braintree
Booksy profile/superuser
your documentation
Google
Where can I find information about Booksy?
HELP CENTER!
Booksy Learning
Booksy account
Colleagues: Team member > Manager > HQ

17. Active Listening Listen before you speak… then ask questions.
What is the purpose of ANY customer service call?
Can you accomplish this if you’re the only one talking?
If you are doing all of the talking, you have learned nothing about the customer, their situation, and their needs.
If you haven’t learned anything about the customer, you’re not going to target your message to address their needs.
If you throw a bunch of information at them, they aren’t likely to retain anything.

18. Active Listening Process
This is a process you can use throughout the conversation:

19. Active listening: breakdown
How to apply active listening
Ask questions that generate useful responses from the customer
REALLY listen: do not interrupt, take notes if necessary, and wait a moment or two to process before answering
Provide affirmation- rephrase the information, and clarify if necessary.
Respond to this need when giving information to the customer.

20. Active Listening: Asking the right questions
How to apply active listening
Open-ended questions
Why did you decide to try Booksy?
Can you explain to me in your own words what is happening?
Clarifying questions
I understand that… is this correct?
When you say… do you mean… ?
Yes/no questions based on previous responses for additional information
You’ve mentioned you are eager to promote your business. If I could show you ways of using our materials to easily reach your customers with promotions, would you be interested?
Ok, you’ve mentioned that the problem started yesterday but that your clients are not having these issues. Have you tried… ?

21. Delivery It’s not just what you say… it’s how you say it!
What are the key points of delivery?
Professional and polite
Clear and confident
Enthusiastic, efficient, and emphathetic

22. Professional: Ethics The non-negotiable in the conversation
As the voice of Booksy, it is ABSOLUTELY necessary that you represent us as honestly and respectfully as possible. This includes:
Never blaming - either Booksy or the customer
“The customer is always right.”
Never offering false promises- features/services we don’t offer (yet)
Always informing them of all relevant actions being taken
Failure to adhere to this can result in serious consquences.

23. Delivery: Politeness
Adhere to the politeness rules of your language/culture:

24. Delivery: How to phrase the information
Take a positive approach
“No” is never the right answer.”
Be careful not to sound uncertain
Take initiative- speak in ways that encourage them to open up to you when they need to.
Patience and perspective: Think about how you would want someone to address you in this situation

25. Delivery: Choosing the right approach
Translating your approach in a positive way
Wrong Approach
Polite and Friendly Alternative
“I don’t know.”
“I’ll find out.”
“No.”
“What I can do is…”
“That’s not my job.”
“Let me find the right person who can help you with …”
“You’re right – this is bad.”
“I understand your frustrations.”
“That’s not my fault.”
“Let’s see what we can do about this.”
“Calm down.”
“I’m sorry.”
“I’m busy right now.”
“I’ll be with you in just a moment.”

26. Delivery: Your tone and attitude
How it SOUNDS to customers
Your voice should sound engaging appropriate to the context
High energy- especially when the customer is excited
Enthusiastic about what we have to offer them
Empathetic to their situation
Remember: you can say the same thing twice and come off completely different ways based on your tone of voice

27. 5. How does the process look like?
Training step by step
Training Checklist is a document that is supposed to help you make sure you cover most important points of the training
You will find very useful especially in the initial stages of the onboarding
You can bring the checklist to a training with you
THANK YOU
You can find a ready-to-download Training Checklist here