Customer Service Summer 2018 Workshop by SophyaJohnson

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What Customers Really Want

Welcome!

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What Customers Really Want

Course Objectives • Explore the concepts and benefits of extraordinary customer service. • Set extraordinary customer service standards for your area. • Identify ways of building customer rapport. • Improve your listening skills. • Take control of every call.

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Course Objectives (cont.) • • • •

Say “no” in a positive way. Remain calm when the customer is upset. Cool down a hot customer. Implement strategies to avoid burnout.

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Introduction… Results of Bad Customer Service

• Requires 12 positive experiences to overcome an unresolved negative experience. • 6 – 7 times more costly to acquire a new customer than to keep a current customer. • Customers WILL walk away from bad service.

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Defining Extraordinary Service • Extraordinary: Beyond what is usual, ordinary, or regular • Extraordinary service: Going beyond what is expected, “out-of-this-world” helpfulness

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Who Is Your Customer? In short, we need to think of everyone as our customers.

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Moments of Truth A moment of truth is any time a customer comes in contact with your organization and thereby forms an impression of it.

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How to Be Legendary Our moments of truth

What constitutes legendary service?

How could we be legendary?

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Cost of Poor Service â&#x20AC;˘ Acquiring a new customer: 6 - 7 times the cost of retaining a customer

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Cost of Poor Service

Transaction # of People Size Satisfied Customers Tell Small 5

Large

# of People Dissatisfied Customers Tell 10

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Why Customers Leave Why Customers Leave

Better Products/Services - 16%

Company/Employees Did Not "Go Out of Their Way" - 30% Cheaper Products/Services - 8%

Employees Were Rudeâ&#x20AC;¦. - 34% More Convenient Location - 12%

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7 Steps to Resolving Customer Complaints • Listen actively • Listen for feelings, then facts • Paraphrase and record • Determine expectations • Provide a solution • Confirm the resolution • Follow up

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Transforming Employees into Ambassadors • Employees who view themselves as “owners” of a company will tend to be ambassadors and not just cogs in a wheel.

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How the Customer Defines Service Excellence • Reliability • Responsiveness • Speed • Competence

• Value • Friendliness

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Develop Your Own Service Standards Category

Description

Definition (behavior)

Reliability Responsiveness Speed Competence Value Friendliness

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Treat the Customer as a Unique Person • View your organization from your customer’s perspective. • Individualize and personalize the service you deliver.

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Treat the Customer as a Unique Person • Greet the customer – use names! • Introduce yourself • State your positive intent to help or serve • Keep tuned in to the conversation • Acknowledge what the customer says

• Do not interrupt • Listen carefully • Anticipate the customer’s needs

• Be sincere and genuine • Say “Thank You!”

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Active Listening • • • • • • •

Eliminate distractions. Suspend judgment. Don’t interrupt. Tolerate silence. Take notes. Ask questions. Paraphrase to confirm understanding.

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Assess your listening skills For each question, place a check in the column that best represents the level of your

listening skill. Seldom

Sometimes

Frequently

Do I listen for feelings, attitudes, and values as well as for facts? Do I listen for what is not said? Do I avoid being distracted? Do I avoid jumping to conclusions before the speaker is finished? Do I think of my response while the customer is speaking? Do I take notes and record pertinent information? Do I paraphrase the customer's statements to confirm understanding?

Do I keep my attention on the customer even when he or she is difficult to follow? Do I keep my mouth shut and listen more than I speak? Do I show the customer I'm listening with appropriate words and responses?

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Tone of Voice Face-to-Face

Words - 7%

Body Language - 55%

Tone of Voice - 38%

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Tone of Voice Over the Telephone

Words - 14%

Tone of Voice - 86%

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Tone of Voice Tips to Improve Tone of Voice • Smile! • Slow down • Enunciate • Umms and Ahhs…

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Controlling the Call • • • •

Take ownership of the call. Avoid having the customer repeat information. Restate the problem back to the customer. Make your word “golden.”

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Friend • Act as host. • Make customer feel comfortable. • Do not make promises that cannot be kept. • Use initially or when customer has experienced poor service.

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Detective • Solve problems. • Be persistent. • Use when the customer has a problem.

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Teacher • Gently educate. • Never be condescending. • Use when customer is unsure or misguided in what they need.

What Customers Really Want

Saying “No” Positively Positive Phrase Here’s what I can do. I can… We can… Here’s how we handle that. (Joe) can help you. Let’s fix this problem.

Negative Phrase No. I can’t. We won’t. It’s not our policy. That’s not my job. It’s not my fault.

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Saying “No” Positively (cont.) Positive Phrase I understand your frustration.

Negative Phrase Calm down.

Thanks for waiting. I’ll be right with you. Can I call you back at (time)? Let me find out. I apologize; I need to ask for your information again.

I’m busy right now. Call me back later. I don’t know. The computer lost your information.

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Saying “No” Positively (cont.)

Positive Phrase The information I have is… Let me review the guidelines with you. Let me give you the information you need.

Negative Phrase You are wrong. Read the policy. Most people know…

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Five Steps to Remaining Calm Breathe. Control adrenal responses. Change your self-talk. Put the situation in context. 5. Move on from an angry customer. 1. 2. 3. 4.

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Positive Self-Talk “This customer must be having a bad day.”

“This is not about me.”

“This is only one customer.” “I can fix this problem.”

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How to Calm an Angry Customer 1. 2. 3. 4.

Lock in. Let them vent. Empathize. Match energy.

5. Restate emotion and content. 6. Problem solve. 7. Bail out.

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Four-Step Recovery Strategy • • • •

Apologize with empathy. Fix the situation. Go the extra mile. Follow up.

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Avoiding Burnout â&#x20AC;˘ Avoid/relieve stress. â&#x20AC;˘ Maintain a positive attitude.

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Avoiding Burnout – Motivation Techniques • Take a stretch break • Maintain a positive attitude. • Stand at your desk • Vent to a friend • ________________________ • ________________________

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Principles of Exceptional Customer Service • Customers think of themselves as people who need your help. • Customers talk to YOU, not the “company.” • You must CARE about your customers. • Don’t just listen—learn.

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Principles of Exceptional Customer Service (cont.) • Don’t just solve problems—create opportunities. • Great service starts with a good attitude. • There’s only one judge of great service— THE CUSTOMER.

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Action Plan

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Action Plan • Skill you want to master

• What do you need to do this?

• What additional skills/projects could you accomplish with more training?

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Thank You!!