The Customer is Number One October 28 th , 2011. Delivering Excellent Customer Service GCDF Facilitators: Dee Dee Rayfield & John Prindle.
Delivering Excellent Customer Service
GCDF Facilitators: Dee Dee Rayfield & John Prindle
Critical Skills & Key Definitions:Orientation skills: Offering information, giving directions, creating motivationGreeting skills: Establish comfort and trustInterviewing skill: Establishing customer needs and desiresQuestioning skills: Using closed & open ended questions, clarifying Offering alternative: How to say No and sound like you said YesActive Listening skills: Including verbal and non verbal respondingFeedback skills: Methods that motivate and help customers make decisionsDealing with Difficult Situations: Techniques to calm difficult customersParaphrasing and reflecting: Rephrasing feeling or contentTechnology Skills: Emailed and attached resumesConfidentiality skills: Respecting privacy and personal boundaries
When you deliver Excellent
Customer Service, the
person who receives the
most service- is YOU
You are not at the mercy of your customers, it doesn’t matter whether the customer deserves good service or not, when you choose to give good service- YOU are in control
First impressions are everything…how do you make a first impression and how will it affect your professional relationship with the client?
Is anyone free from bias?
It is important for us to
know who our customers are…
PEOPLE WE WORK WITH
EXTERNAL CUSTOMERS: PARTNERS, CLIENTS, EMPLOYERS, OTHERS
Reflect back to yesterday- start with your arrival to work and go forward to the end of your shift…write down all the internal and external customers you communicated with.
For every check, how did the interactions go? Put a plus or minus next to each name
This is a trick question…those who give until they are completely wiped out, have nothing left to give. We have to give to ourselves (take time out), in order to continue to give to others.
and how to resolve them
1) Relationship Building
3) Goal Setting
5) Termination & Follow Up
Five characteristics of effective goal setting include: Includes:-Realistic-Understandable-Measurable-Action Oriented-Agreed Upon
PRACTICING ACTIVE LISTENING