Quality Customer Service

1. Quality Customer Service by Training & Organizational Development

2. Our Focus Today ... • Identifying our Customers and their Needs • Positive Customer Interaction Techniques • Generating Ideas for Further Customer Service Philosophy Development

3. We all know what Quality Customer Service looks like…and what it doesn’t Southwest Airlines Apple AOL Bank of America Amazon Where would your department rank? http://money.msn.com/investing/2012-customer-service-hall-of-fame-1 http://money.msn.com/investing/2012-customer-service-hall-of-shame-1

4. Who Are Your Customers?

5. Making it Real: Customer bill of rights: What should YOU expect? What do YOU deserve? What do your customers expect/deserve?

6. "What Do Customers Really Want?" 9. Show me you care 10. Don't waste my time 11. Be honest 12. Offer alternatives if you don't have what I want 13. High quality and low prices 14. Don't try to sell me. Just help me 15. Do what you say you're going to do 16. Keep me informed 1. Listen to me 2. Know more than I do(about your product or service) 3. Be easy to work with 4. Give me what I came for 5. Smile 6. Tell me your name 7. Acknowledge my presence 8. Don't treat me like I'm an interruption Kevin Stirtz, The Amazing Service Guy

7. The Customer Is Always …

8. The Customer!

9. Customer Service Professionals Ok….maybe not

10. Interacting With Customers … How Important Is Professionalism in the Delivery of Quality Customer Service?

11. Professionalism Loyalty Initiative Diplomacy Work Organization Problem Solving Personal Appearance Punctuality Human Relation Skills Judgment Telephone Effectiveness Confidentiality

12. 7% 55% 38% How Are We Perceived: • Words used • Tone of voice • Body language and personal appearance From a study conducted in 1971 by Albert Mehrabian and published in his book, Silent Messages

13. Does Image Count? Frank Abagnale, Jr.

14. Making it Real: Does Image count: 1 Negative/1Positive

15. Break How wonderful that no one need wait a single moment to improve the world. — Anne Frank Being on par in terms of price and quality only gets you into the game. Service wins the game. - Tony Alessandra Coming together is a beginning, staying together is a process, working together is success - Henry Ford The goal as a company is to have customer service that is not just the best, but legendary. - Sam Walton Do what you do so well that they will want to see it again and bring their friends. - Walt Disney There are no traffic jams along the extra mile. - Roger Staubach Not being able to do everything is no excuse for not doing everything you can. — Ashleigh Brilliant One of the deep secrets of life is that all that is really worth doing is what we do for others. - Lewis Carroll With a sweet tongue and kindness, you can drag an elephant by a hair. — Persian Proverb Remember that when you leave this earth, you can take with you nothing that you have received — only what you have given. — St. Francis of Assisi I wondered why somebody didn't do something. Then I realized, I am somebody. — Source Unknown

16. Break How wonderful that no one need wait a single moment to improve the world. — Anne Frank Being on par in terms of price and quality only gets you into the game. Service wins the game. - Tony Alessandra Coming together is a beginning, staying together is a process, working together is success - Henry Ford The goal as a company is to have customer service that is not just the best, but legendary. - Sam Walton Do what you do so well that they will want to see it again and bring their friends. - Walt Disney There are no traffic jams along the extra mile. - Roger Staubach Not being able to do everything is no excuse for not doing everything you can. — Ashleigh Brilliant One of the deep secrets of life is that all that is really worth doing is what we do for others. - Lewis Carroll With a sweet tongue and kindness, you can drag an elephant by a hair. — Persian Proverb Remember that when you leave this earth, you can take with you nothing that you have received — only what you have given. — St. Francis of Assisi I wondered why somebody didn't do something. Then I realized, I am somebody. — Source Unknown

17. Break How wonderful that no one need wait a single moment to improve the world. — Anne Frank Being on par in terms of price and quality only gets you into the game. Service wins the game. - Tony Alessandra Coming together is a beginning, staying together is a process, working together is success - Henry Ford The goal as a company is to have customer service that is not just the best, but legendary. - Sam Walton Do what you do so well that they will want to see it again and bring their friends. - Walt Disney There are no traffic jams along the extra mile. - Roger Staubach Not being able to do everything is no excuse for not doing everything you can. — Ashleigh Brilliant One of the deep secrets of life is that all that is really worth doing is what we do for others. - Lewis Carroll With a sweet tongue and kindness, you can drag an elephant by a hair. — Persian Proverb Remember that when you leave this earth, you can take with you nothing that you have received — only what you have given. — St. Francis of Assisi I wondered why somebody didn't do something. Then I realized, I am somebody. — Source Unknown

18. Break How wonderful that no one need wait a single moment to improve the world. — Anne Frank Being on par in terms of price and quality only gets you into the game. Service wins the game. - Tony Alessandra Coming together is a beginning, staying together is a process, working together is success - Henry Ford The goal as a company is to have customer service that is not just the best, but legendary. - Sam Walton Do what you do so well that they will want to see it again and bring their friends. - Walt Disney There are no traffic jams along the extra mile. - Roger Staubach Not being able to do everything is no excuse for not doing everything you can. — Ashleigh Brilliant One of the deep secrets of life is that all that is really worth doing is what we do for others. - Lewis Carroll With a sweet tongue and kindness, you can drag an elephant by a hair. — Persian Proverb Remember that when you leave this earth, you can take with you nothing that you have received — only what you have given. — St. Francis of Assisi I wondered why somebody didn't do something. Then I realized, I am somebody. — Source Unknown

19. Dealing Effectively With Customers The listening process

21. PERSON A (Internal/External Customer): . . . Makes point PERSON B (Customer Service Provider): Prepares . . . Interrupts response The Usual Listening Process

22. Listening Tips • First step, check your frame of mind and adjust if needed before encountering the customer. • As long not indicating violence, accept the customer’s frame of mind and emotional state. • It’s ok for the client to feel the way they do. • Stay calm • Allow them to appropriately vent • Allow them to calm down before attempting logic Check your frame of mind &allow theirs

23. Listening Tips Acknowledge you may want to stop listening after approx. 20 seconds. Challenge yourself to stay focused on what the customer is “really” trying to say. Active Listening: Use strong eye contact ~ Take notes ~ Display attentive body language (nod, smile, verbal cues) ~ Don’t interrupt ~ Appropriate facial expressions ~ Paraphrase ~ Use clarifying questions Avoid the20 secondcheck out

24. Listening Tips Restate what the customer is saying in your own words and ask questions to better understand the customer’s need. “Let me make sure I understand, you are saying that…” “I’m confused on one point, who did you say you spoke with?” Paraphrase & Question to Clarify

25. Quality Customer Service How Do We Respond?

26. Aggressive • You get in my face— • I get in your face! • How perceived by customer? • How do you feel?

27. Non-Assertive • I don’t know — • Let me get someone else. • How perceived by customer? • How do you feel?

28. Assertive • I’m happy to help— • What can I do for you? • How perceived by customer? • How do you feel? Our goal!

30. Making it Real: Response Styles: What is the reaction action?

31. Situation 1 • A person barges up to your desk & begins to ask questions while you are assisting someone else. Response: “Hey, I’ll take care of you when I’m done with them.” Response: You ignore the person you were assisting and begin to wait on him or her. Response: “Excuse me, I’ll be glad to assist you as soon as I take care of those who were in front of you.”

32. Situation 2 • A customer tells you that they found an error on a recent invoice and needs you to correct it right away. Response: “That’s impossible. All invoices are thoroughly reviewed prior to mailing.” Response: “Well, sorry, but I didn’tsend that invoice.” Response: “I apologize for that oversight. We will get that fixed right away. Thanks for letting us know.”

33. Situation 3 • A co-worker is explaining a problem to you, which you are having trouble understanding. Response: “You’re not making sense; please start over.” Response: You refer him or her to your supervisor. Response: “I want to help you resolve this, but I’m still unclear about this situation.”

34. Diplomacy Tips “I’m not sure I understand” vs. “You aren’t making any sense” “You are mistaken about our office hours” vs. “I apologize if I was unclear on our office hours” Consider “I” messages to reducedefensiveness

35. Diplomacy Tips “No printing requests after 3 pm.” vs. “For timely delivery, please submit all printing requests prior to 3 pm.” “Don’t forget to take our customer satisfaction survey” vs. “Remember to take our customer satisfaction survey” Use positive rather than negative words

36. Diplomacy Tips Is your body language and/or tone talking louder than your words? As you check your cell phone for messages & finish yawning, you say to your co-worker “Wish I could help you with that” vs. With a warm smile, real eye contact, and with a concerned tone you say “Can I do anything to help you complete that project?” Is your message congruent?

37. Making it Real: Better way to say: Considering the skills just discussed, how can we rephrase the following statements to respond in a more diplomatic manner to our customers?

38. Let’s Find a Better Way to Say: • Sorry sir, I’m just a rep. You’ll have to talk to the director about this. • She doesn’t work here. She must be in another department. • I dunno. He’s not here. I haven’t seen him in over an hour. • Ma’am, you need to calm down!

39. Let’s Find a Better Way to Say: • I don’t care if your class is starting now, it won’t be done for an hour. • I don’t know – I don’t work in that department. • She may be in. Just leave a voice message if she doesn’t answer.

40. Providing Service via the Telephone

41. Telephone Etiquette • Answer by the third ring • Use appropriate greeting • Be ready to talk • Smile! • Maintain vocal quality • Rate, pitch, volume, clarity • Tone!

42. When Screening Calls • Screen all calls the same way • Use tact

43. When Placing Callers on Hold • Ask permission—don’t order • Be truthful • Check back (when the phone beeps!) • What else?

44. How Do These Tips Apply: • When putting a caller through to voice mail? • When transferring calls?

45. Assist Your Coworkers! • Let them know when you’re away and when you’re returning • That way … • They can handle calls more tactfully • You can be found in case of emergency

46. Never Fail Tips Don’t take the complaint personally. They aren’t complaining to YOU – they are complaining to who you represent. No matter where faultlies – apologize first. “I’m sorry no one returned your call, you’ve got my full attention – how can I help you?” “I apologize we couldn’t get this done when you needed it. In the future, if we can receive the request by…” “I’m sorry, Dr. Jones, I know this is frustrating for you. If you give me the information again, I’ll make sure it gets there today. Complaining customer? Apologize first.

47. Never Fail Tips Ask questions to better understand the customer’s need. Then, offer a solution – that involves choice, if possible. Seek assistance, if needed. Follow up, as needed. Clarify & offer solution

48. Never Fail Tips Think about the customer service situations that you personally remember. You remember them because they were really bad….or really good. What made that good interaction so good? Just repeat it. Find a way to make their day

49. Serving Your Customers Effectively Challenges and Recovery Strategies

50. What Commitments Will You Make To Improve Service to Your Customers?