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Participant Manual
Delivering
Exceptional Customer Service Every Day, in Every Way Ingrid Vaughan
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Delivering Exceptional Customer Service Every Day, in Every Way An Encore Workshop developed by Ingrid Vaughan
Š 2012 Delivering Exceptional Customer Service Every Day, in Every Way Participant Workbook Author: Ingrid Vaughan
To order an Encore Workshop please visit our website www.encoreworkshops.com
Encore Workshops is an imprint of Small Business Success (a division of Blue Beetle Books Inc.)
Blue Beetle Books Inc. www.bluebeetlebooks.com www.smallbusinesssuccess.ca
Tel: 778.265.3070 Email: janie@bluebeetlebooks.com
Š 2012 All rights reserved. No part of this publication may be reproduced, transmitted in any form or by any means electronic, mechanical, photocopying, recording or otherwise, or stored in a retrieval system without the prior written consent of Encore Workshops.
Encore Workshops If you would like to find out more about Encore Workshops please visit our website www.encoreworkshops.com.
table of contents Introduction 11
Customers
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Verbal and Non-Verbal Communication
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Communication Styles
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Caring Communication
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Problem Solving
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The Art of Listening
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Understanding the Anger Cycle
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Staying Positive
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Seeing the Big Picture
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Ways to Wow Your Customers
Š 2012 All rights reserved. No part of this publication may be reproduced, transmitted in any form or by any means electronic, mechanical, photocopying, recording or otherwise, or stored in a retrieval system without the prior written consent of Encore Workshops.
INTRODUCTION
Delivering exceptional customer service is not easy, so in a climate where it sometimes seems fewer and fewer people care about good customer service, organizations that provide it stand out from the rest.
Do you understand what it means to deliver exceptional service? Understanding the customer mindset, and having strong communication skills are two obvious keys, but what about the subtler things like keeping your cool when the customer is not; dealing with difficult, rude people; or knowing how to defuse someone who is angry? This workshop will help you develop the skills you need to stay calm and professional in any situation, and to provide exceptional customer service, which, in today’s world, is becoming a rare commodity.
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What are you going to learn? The 7/11 Rule – it takes only 7 seconds for someone to form 11 impressions of them. How you can make those impressions positive ones. Verbal and Non-Verbal communication – strengthening your verbal skills and becoming aware of how you communicate non-verbally. Six Steps to Solving Problems – how to solve your customers’ problems quickly and effectively. Communication Styles – understanding that everyone is different, and how understanding other peoples’ personal styles will help you communicate better, and offer better service. The Art of Listening – assessing how good a listener you are and how you can improve your listening skills. Understanding the Anger Cycle – recognizing it’s not all about you, and showing you how to navigate the anger cycle with a customer toward a positive resolution. Ten Tips for Staying Positive – it’s not always easy to stay positive when your customer is being difficult, but you will learn the key to maintaining your sanity and keeping your cool when things get stressful. Ways to WOW your customer – demonstrating that average customer service isn’t noticed, but organizations who WOW their customers retain those customers and reap referrals.
© 2012 All rights reserved. No part of this publication may be reproduced, transmitted in any form or by any means electronic, mechanical, photocopying, recording or otherwise, or stored in a retrieval system without the prior written consent of Encore Workshops.
Delivering Exceptional Customer Service—Participant Workbook
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What Are Your Expectations? Take a few moments and list the expectations you have for this
Your Challenges Consider the challenges you face surrounding the subject of this workshop and jot down a few of them in the boxes below. This may
Notes ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________
© 2012 All rights reserved. No part of this publication may be reproduced, transmitted in any form or by any means electronic, mechanical, photocopying, recording or otherwise, or stored in a retrieval system without the prior written consent of Encore Workshops.
Š 2012 All rights reserved. No part of this publication may be reproduced, transmitted in any form or by any means electronic, mechanical, photocopying, recording or otherwise, or stored in a retrieval system without the prior written consent of Encore Workshops.
Module One
Customers Module one is all about the customer—the good the bad and the ugly! It will give you and your colleagues an opportunity to discuss your best and worst customer experiences and talk about the importance of delivering exceptional customer service. You will then learn about the 7/11 rule where it only takes seven seconds for someone to make eleven impressions about their organization and why those impressions are so important.
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Who Is My Customer? What was your best customer experience ever? ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ Who are your customers on a day-to day basis? ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ Š 2012 All rights reserved. No part of this publication may be reproduced, transmitted in any form or by any means electronic, mechanical, photocopying, recording or otherwise, or stored in a retrieval system without the prior written consent of Encore Workshops.
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The 7/11 Rule It only takes 7 seconds for someone to form 11 impressions about you and your organization.
Based on those 11 impressions, your customer will make 3 decisions—what are they?” 1.
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2.
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3.
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© 2012 All rights reserved. No part of this publication may be reproduced, transmitted in any form or by any means electronic, mechanical, photocopying, recording or otherwise, or stored in a retrieval system without the prior written consent of Encore Workshops.
Š 2012 All rights reserved. No part of this publication may be reproduced, transmitted in any form or by any means electronic, mechanical, photocopying, recording or otherwise, or stored in a retrieval system without the prior written consent of Encore Workshops.
Module Two
Verbal and Non-Verbal Communication Module two deals with the importance of communication both verbal and non-verbal. We look at the importance of what we say, the tone in which we say it and our body language. Using assertive language when dealing with customers is important and in this module you will learn which statements are strong and which are weak. The module concludes with a review of ways to ‘soften’ your non-verbal communication.
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Verbal/Non-verbal Communication Fill in the following percentages. % The words you say % The tone of your voice % The non-verbal messages you send (i.e. body language)
Notes ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ Š 2012 All rights reserved. No part of this publication may be reproduced, transmitted in any form or by any means electronic, mechanical, photocopying, recording or otherwise, or stored in a retrieval system without the prior written consent of Encore Workshops.
Delivering Exceptional Customer Service—Participant Workbook
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Strengthening Your Verbals Weak verbals create a poor perception - strong or assertive verbals, creative a positive perception. Use assertive language whenever possible to create a strong, positive impression on others.
Weak I don’t know. I’m new here. I’m not sure I can help you. I don’t think I can do that. Mr. Smith will be right with you. There’s nothing I can do about that - it’s company policy. I guess we have a problem.
Strong Let me find out for you. I am new here, but I’ll find someone who can help you. If I can’t help you, I’ll find someone who will. Here’s what I can do for you. Mr. Smith will be able to see you in about 15 minutes. Our policy is designed to be fair to all our customers, but here’s what I can do. To solve this problem, here’s what I can do . . .
© 2012 All rights reserved. No part of this publication may be reproduced, transmitted in any form or by any means electronic, mechanical, photocopying, recording or otherwise, or stored in a retrieval system without the prior written consent of Encore Workshops.
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Minimizing Negative Impressions from Non-verbal Communication
F A S T E N
Š 2012 All rights reserved. No part of this publication may be reproduced, transmitted in any form or by any means electronic, mechanical, photocopying, recording or otherwise, or stored in a retrieval system without the prior written consent of Encore Workshops.
Delivering Exceptional Customer Service—Participant Workbook
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Notes ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ Š 2012 All rights reserved. No part of this publication may be reproduced, transmitted in any form or by any means electronic, mechanical, photocopying, recording or otherwise, or stored in a retrieval system without the prior written consent of Encore Workshops.
Š 2012 All rights reserved. No part of this publication may be reproduced, transmitted in any form or by any means electronic, mechanical, photocopying, recording or otherwise, or stored in a retrieval system without the prior written consent of Encore Workshops.
Module Three
Communication Styles Module three takes a look at the four primary behavioural styles you will come across as you deal with public. In this workshop your facilitator will use the four behavioural styles Thinker, Director, Socializer and Relater and focus on improving communication by ‘flexing’ to other styles.
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Communication Styles Thinker
Director
Socializer
Relater
© 2012 All rights reserved. No part of this publication may be reproduced, transmitted in any form or by any means electronic, mechanical, photocopying, recording or otherwise, or stored in a retrieval system without the prior written consent of Encore Workshops.
Delivering Exceptional Customer Service—Participant Workbook
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Notes ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ Š 2012 All rights reserved. No part of this publication may be reproduced, transmitted in any form or by any means electronic, mechanical, photocopying, recording or otherwise, or stored in a retrieval system without the prior written consent of Encore Workshops.
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Delivering Exceptional Customer Service—Participant Workbook
Flexing to Other Styles Thinker Value their need to process Give as much information as possible Allow time for processing Don’t force fun Don’t put them on the spot Give up your need to chit-chat Be organized and follow logical steps Follow up in writing
Director Don’t waste their time Quickly get to the point (NO rambling) Move quickly from one item to next Don’t get bogged down with details Keep chatting to a minimum Start with bottom line and work backwards Discuss facts, not feelings
Notes ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ © 2012 All rights reserved. No part of this publication may be reproduced, transmitted in any form or by any means electronic, mechanical, photocopying, recording or otherwise, or stored in a retrieval system without the prior written consent of Encore Workshops.
Encore Workshops - an imprint of Small Business Success (a wholly owned subsidiary of Blue Beetle Books Inc.)
If you would like to review the full manual, or discuss your current training needs please call our customer service manager Janie Dunning at 778.265.3070 or email janie@bluebeetlebooks.com.
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Small Business Success will also develop workshops to meet your specific needs. For s more k hinformation o p splease visit w o r k s h o p s www.smallbusinesssuccess.caindex.php/training/custom_training_workshops program your passion • our program
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