Customer Service Summer 2018 Workshop

Slide 1

What Customers Really Want

Welcome!

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Slide 2

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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Slide 3 What Customers Really Want

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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Slide 4 What Customers Really Want

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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Slide 5 What Customers Really Want

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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Slide 6 What Customers Really Want

Who Is Your Customer?

In short, we need to think of everyone as our customers.

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Slide 7 What Customers Really Want

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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Slide 8 What Customers Really Want

How to Be Legendary Our moments of truth

What constitutes legendary service?

How could we be legendary?

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Slide 9 What Customers Really Want

Cost of Poor Service • Acquiring a new customer: 6 - 7 times the cost of retaining a customer

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Slide 10 What Customers Really Want

Cost of Poor Service

Transaction # of People Size Satisfied Customers Tell Small 5

Large

8

# of People Dissatisfied Customers Tell 10

16

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Slide 11 What Customers Really Want

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 Rude…. - 34% More Convenient Location - 12%

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Slide 12 What Customers Really Want

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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Slide 13 What Customers Really Want

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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Slide 14 What Customers Really Want

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

• Value • Friendliness

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Slide 15 What Customers Really Want

Develop Your Own Service Standards Category

Description

Definition (behavior)

Reliability Responsiveness Speed Competence Value Friendliness

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Slide 16 What Customers Really Want

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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Slide 17 What Customers Really Want

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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Slide 18 What Customers Really Want

Active Listening • • • • • • •

Eliminate distractions.

Suspend judgment.

Don’t interrupt.

Tolerate silence.

Take notes.

Ask questions.

Paraphrase to confirm understanding.

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Slide 19 What Customers Really Want

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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Slide 20 What Customers Really Want

Tone of Voice Face-to-Face

Words - 7%

Body Language - 55%

Tone of Voice - 38%

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Slide 21 What Customers Really Want

Tone of Voice Over the Telephone

Words - 14%

Tone of Voice - 86%

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Slide 22 What Customers Really Want

Tone of Voice Tips to Improve Tone of Voice • Smile!

• Slow down • Enunciate • Umms and Ahhs…

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Slide 23 What Customers Really Want

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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Slide 24 What Customers Really Want

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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Slide 25 What Customers Really Want

Detective • Solve problems.

• Be persistent.

• Use when the customer has a problem.

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Slide 26 What Customers Really Want

Teacher • Gently educate.

• Never be condescending.

• Use when customer is unsure or misguided in what they need.

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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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Slide 28 What Customers Really Want

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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Slide 29 What Customers Really Want

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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Slide 30 What Customers Really Want

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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Slide 31 What Customers Really Want

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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Slide 32 What Customers Really Want

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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Slide 33 What Customers Really Want

Four-Step Recovery Strategy • • • •

Apologize with empathy.

Fix the situation.

Go the extra mile.

Follow up.

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Slide 34 What Customers Really Want

Avoiding Burnout • Avoid/relieve stress. • Maintain a positive attitude.

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Slide 35 What Customers Really Want

Avoiding Burnout – Motivation Techniques • Take a stretch break • Maintain a positive attitude.

• Stand at your desk • Vent to a friend • ________________________ • ________________________

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Slide 36 What Customers Really Want

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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Slide 37 What Customers Really Want

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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Slide 38 What Customers Really Want

Action Plan

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Slide 39 What Customers Really Want

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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Slide 40 What Customers Really Want

Thank You!!

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