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Effective Customer Care Trainer: Helen Keown. Key Objective… To assist you to be aware of the significance of customer care in UL, and to identify how your performance can impact on the customer experience. Session 1: What is Customer Care? Definition of Customer Care Customer Expectations

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Effective Customer Care

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Effective Customer Care

Trainer: Helen Keown.

LNSS Effective Customer Care


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Key Objective…

  • To assist you to be aware of the significance of customer care in UL, and to identify how your performance can impact on the customer experience.

LNSS Effective Customer Care


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Session 1: What is Customer Care?

Definition of Customer Care

Customer Expectations

Benefits of good Customer Care

Customer Awareness

Bold Goals

Moments of Truth

LNSS Effective Customer Care


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Definition of Customer Care…

  • Feeling concern and interest in someone who has entered a business to buy a product or obtain a service.

    This brings out the fact that a person can be a customer without having to spend money.

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Basic rule of customer care…

  • Put yourself in the customers shoes; see the situation as they do.

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“Moments of Truth”

"Essentially, Moments of Truth are those contacts between companies and customers where a firm's reputation are at stake.“

(Stewart, 1992)

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Moments of Truth

  • Each time you meet with a customer, or potential customer, is a chance to make a positive impression on that person. These encounters can be described as "Moments of Truth".

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Moments of Truth

  • It is important to identify when these Moments of Truth occur and to manage them to ensure you make the best possible impression on the customer

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Benefits of excellent Customer Care?

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Benefits of excellent Customer Care

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Lack of incentive

Complacency

Lack of support

No real training

Staff under pressure

Poor knowledge

No team spirit or motivation

Lack of awareness

Why does poor Customer Care happen?

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Not all that long ago there were four people named Everybody, Somebody, Anybody and Nobody.

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There was an important job to be done and Everybody was asked to do it. Everybody was sure that Somebody would do it. Anybody could have done it, but Nobody did it.

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Somebody got very angry about that, because it was Everybody’s job. Everybody thought Anybody could do it but Nobody realised that Everybody would not do it.

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It ended up that Everybody blamed Somebody when Nobody did what Anybody could have done.

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What skills do we need to use?

Attitude

Appearance

Communication-listening, talking, reading, writing

Observation of standards and body language

Assertiveness

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Customer Care Skills

There are 8 main customer care skills that need to be displayed when serving the customer…

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Appearance

Observation

Listening

Body Language and Facial Expression

Talking

Assertiveness

Attitude

Behaviour

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Appearance…

  • The appearance of yourself and the other members of staff in your team will say a lot about the standards within your operation.

  • Remember: You are only as strong as the weakest link in your staff chain.

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Observation

  • It’s easy to miss shortfalls in standards because of familiarity.

  • Keep your eyes open.

  • Try to stand back and look at your workplace in an objective way.

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Listening: The Four Basic Communication skills

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Listening

  • If we fail to listen to the customer they will feel that we do not really care about them and therefore not return.

  • The 2 main ways of listen attentively are:

  • Physical attending

  • Psychological attending

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Physical Attending:

  • Face the speaker

  • Maintain eye contact

  • Maintain an open posture

  • Lean towards the speaker

  • Stay relatively relaxed

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Psychological attending:

Listen to what is being said:

  • Listen for the central theme rather than the facts

  • Keep an open mind

  • Think ahead

  • Analyse and evaluate

  • Do not interrupt

  • Interpret a tone of voice

  • Evaluate the non-verbal signs

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Body Language & Facial Expression

  • Reading and understanding body language is an essential part of listening. If our body language does not reflect the words that we are using then the customer will not believe us.

    ie. Non-verbal behaviour

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Understanding a message…

  • Words: 10%

  • Tone, pitch, volume: 35%

  • Non-verbal behaviour: 55%

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Identify expressions…

  • Eyes up avoiding contact

  • Looking down

  • Arms folded

  • Arms outstretched

  • Upright/good posture

  • Face set

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Talking

  • Golden Rule!

  • Acknowledge the customer as soon as possible!

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Talking

  • When talking to the customer we must not…

  • Discuss politics, religion, gossip

  • Complain about the company

  • Moan, moan and moan again!

  • Talk over the customers head!

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Assertiveness

When dealing with customers there are 3 types of behaviour we can employ:

  • Aggressiveness,

  • Assertiveness

  • Submissiveness.

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  • We should try to apply an assertive manner at all times.

  • By being assertive you remain in control, have greater self confidence and earn the respect of others.

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Attitude & Behaviour

  • The way we behave with customers is all important.

  • We must display a positive approach and be courteous at all times.

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Remember…

  • Each customer is an individual.

  • Be enthusiastic-it’s infectious!

  • Courtesy costs nothing

  • Treat people as individuals. Use their name.

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Session 3: Making it Happen

Reviewing our current position

Making improvements

Setting standards

Key tests of good Customer Care

What if it all goes wrong? Handling complaints

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Key Test of Good Customer Care:

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Ask yourself…

  • Does UL/Tralee IT, LIT apply the Customer Care Key Tests?

  • How?

  • What other ways can feedback be obtained?

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Set Standards

  • By putting procedures in place all customers will be dealt with in a professional and efficient manner

  • Thus ensuring you have a satisfied customer network

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Examples

  • You should have answers to common queries at hand

  • Promises to customers must be realistic and acted upon within the agreed time frame

  • Customer must be notified of delays

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When dealing with a complaint…

Do...

  • Show empathy/concern

  • Use their name if you can

  • Listen

  • Take notes

  • Let them make their case

  • Ask questions to clarify detail

  • Confirm with them that you have got it right

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Do…

  • Gather your version of events before replying

  • Tell them what you propose to do

  • Ensure they are happy

  • See it as an opportunity to cement the relationship and encourage more business

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When dealing with a complaint…

Do Not…

  • Say “it’s not my fault”

  • Say “you’re the fifth today to complain about that”

  • Interrupt

  • Jump to conclusions

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Do not…

  • Accept responsibility until you are sure it’s your fault

  • Be patronising

  • Argue

  • Lose your temper

  • Blame others

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The Listen Technique

  • Lend an ear to the customer’s problem-do not interrupt

  • Identify the important points

  • Sympathise- “I’m sorry” acknowledges something went wrong-not taking the blame

  • Thank the customer for taking the time to tell you what happened

  • Explain what can be done

  • Now act quickly-don’t give further cause for complaint!

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Language

  • Sometimes the words that are used in communication cause the message to be misinterpreted. This can happen if imprecise words are used e.g. “sort of” or “things” also technical jargon can be confusing if it is unfamiliar to the other person.

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Customer Service Language

  • AVOID NEGATIVE LANGUAGE

    • - Possibly-maybe-perhaps

    • - We might be able to do this

    • - I hope that will be ok

  • USE POSITIVE LANGUAGE

    • - I am sure that will be sufficient

    • - I know we can get that for you

    • - I am certain you will be pleased with this

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Avoid certain words

  • TRY – This implies that you are unsure of whether you can do something – use the word ensure instead it is positive and commits you to action which your customer will believe

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  • Use the word ‘Please’ at the start of a sentence rather than at the end of it as it becomes an order at the end of a sentence

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  • ‘OK’ sounds bland, automatic and disengaged

  • Use ‘Certainly’, this conveys warmth and interest in delighting your customer

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  • Avoid the word ‘busy’, your customer should never feel that you are too busy to look after his/her needs.

  • Try saying ‘I will look into this and come back to you’

LNSS Effective Customer Care


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Learning Points

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