CBP™ Customer Service Series EXAM C20-507
Introduction • Name • Work experience • Share about yourself • Share your educational background • Expectations of the course cbp
Module 1: Introduction to Customer Service Objectives Upon completion of this module you will be able to do the following: • Describe what customer service is • Identify who your customers are • List some ways to interact with customers • Explain the need for customer service • Describe your understanding of the importance of customer service • Explain the importance of having the right attitude when delivering a quality customer experience • Develop a natural excitement throughout the customer service process
Introduction The increased competition of the global economy has made customer care one of the top priorities of many companies. Successful businesses are now more customer-centric and place a high value on their customer care professionals. This module will give you an introduction to customer service and will also focus on the foundation needed to build life-long customer relationships through the development of positive customer care approaches.
What Is Customer Service? • Objective 1: Describe what Customer Service is • Developing a customer-centric mindset • Focus on serving customers
Who Are Your Customers? • Objective 2: Identify who your customers are • Internal Customers • External Customers
When & Where Does Customer Service Take Place? • Objective 3: List some ways to interact with customers • Person-to person • Telephone • Internet e-mail, Internet chat • All forms of written communication • Fax
The Need For Customer Service • Objective 4: Explain the need for customer service • Penalties • Rewards
What Does Customer Service Mean To You? • Objective 5: Describe your understanding of the importance of customer service • Are you self-focused or customer-focused?
The Self-Focus Company Figure 1.1. The Self-Focus Company
The Customers-Focus Company Figure 2.1. The Customers-Focus Company
Summary • Customer Service is the process of meeting a customer’s need and expectations by providing a high level of quality service resulting in satisfied customers. • Customers apply to both internal and external customers. Internal customers are persons within your organization who depend upon you for your service to perform their own jobs. External customers are persons outside of your organization with a need that your company is able to fulfill. • We interact with customers in a variety of ways such as person-to-person, telephone, internet, written communication and fax. • Customer service is essential for satisfied and loyal customers as well as employees. • The heart of customer service is the joy of seeing our customers satisfied.
Module 2: Communication Skills Objectives Upon completion of this module you will be able to do the following: • Describe the fundamental communication skills required for effective customer care. • Describe the key aspects of non-verbal communication. • Describe the key aspects of verbal communication. • Explain the role that ‘choice of words’ play in verbal communication. • Explain the role tone plays in verbal communication. • Explain the importance of presenting a professional image.
Introduction Communication skills are essential components to every customer service professional. Learning to communicate the right message to your customers is critical to the service they experience. Communication means more than just using the right words. It focuses on the entire message that the customer receives. This module will provide you with the necessary verbal and non verbal communication skills that are important to customer service professionals. Here, we will also discuss the importance of presenting a professional image.
Non-Verbal Communication Skills • Objective 2: Describe the key aspects of non‑verbal communication • Body Language • Eye Contact • Facial Expressions • Hand Gestures • Body Posture • Touch • Physical Distance
Verbal Communication Skills • Objective 3: Describe the key aspects of verbal communication • Choice of words • Tone of voice
Verbal Communication Skills: Choice Of Words • Objective 4: Explain the role that “choice of words” play in verbal communication • May I • Please • Thank you • The close • Be positive
Presenting A Professional Image • Objective 6: Explain the importance of presenting a professional image • Appearance • Dress • Grooming
Summary • These communication skills can be classified as verbal and non-verbal. • Personal image plays an important role in communicating a positive and professional message. • Some of the key aspects of non-verbal communication are eye contact, facial expressions, hand gestures, body posture, touch and physical distance. • Some of the key aspects of verbal communication are choice of words and tone of voice. • The words you choose when communicating with your customer should convey to him feelings of importance, respect and value. • Your tone of voice expresses important characteristics such as inflection, energy, volume and pace.
Module 3: Customer AnalysisKnowing Your Customer Objectives Upon completion of this module you will be able to: • Describe the three (3) customer working styles or classifications • Identify the characteristics of the Assertive working style • Identify the characteristics of the Analytical working style • Identify the characteristics of the Amiable working style • Identify a dominant behavioral pattern or working style using a given scenario • Highlight the importance of knowing your customer’s working style
Introduction Every customer may have a different working style that requires a different service approach. Developing a thorough understanding of your customer’s dominant working style is one of the many stages involved in getting to know your customer. This module provides you with the skills needed to accurately identify your customer’s working style, enabling you to better serve your customer.
Knowing Your Customer • Objective 1: Describe the three customer working styles or classifications • Result-oriented (Assertive) • Detail-oriented (Analytical) • People-oriented (Amiable)
A Dominant Behavioral or Working Style • Objective 5: Identify a dominant behavioral pattern or working style using a given scenario • Dominant working style • Identify Your working style
Exercise Now that you have identified your dominant pattern and are also able to identify it in your customers, let us examine a few scenarios to determine the most appropriate response.
Exercise Continued…. Scenario 1 Customer: “Excuse me Sir; I am looking for a progressive scan DVD player. Do you have one in stock?” Customer Representative: “I am not sure, I will have to check. We had three customers in this morning, who purchased all we had on the shelves. However there may be some left in storage. Would you like me to check, sir?” Customer: “Please do!”
Scenario 1 Continued…. CustomerRepresentative (After returning from checking): “Yes sir, I saw three models in stock, can you say which one you were interested in? Customer: “Could you briefly describe the models?” CustomerRepresentative: Well sir, we have the NUsoney, AntoX and EXtraY models. Each comes with various features such as CD player, recorder, built-in radio and the ability to play various types of media. There was a customer who bought the NUsoney for his son who’s just about to enter college. I guess you can’t go to college without a DVD player…”
Scenario 1Continued…. Customer (Interrupts): “What are the prices on each model and which in your opinion is the best?” CustomerRepresentative: “Well, let me think, the AntoX is really the best and is just five dollars more than the others.” Customer: Okay thanks, I will take the AntoX.
Scenario 2 Customer: “Hi, I was looking at your cars.” Customer Service Representative: “Great, there is an unbeatable deal on SUVs this month!” Customer: “Isn’t the fuel consumption of SUVs high, and isn’t maintenance more expensive…?” Customer Service Representative (interrupts): “It’s a great deal; everyone is talking about buying it. You wouldn’t want to miss out on this deal.” Customer: “How does it compare to this car over here?”
Scenario 2 Continued… Customer Service Representative: “It is a better deal.” Customer: “I am sorry; I was really looking for something with low fuel consumption, a 2‑litre engine and over 170 horsepower with good safety features.” Customer Service Representative: “You just described my SUV; let’s take a look at it.” Customer: “I am sorry, I have to leave now. Thank you for your time.”
Scenario 3 Customer Service Representative: “May I help you?” Customer: “I was just looking at your children clothes. My sister just had a baby and I wanted to buy her something special as a congratulatory gesture.” Customer Service Representative: “Well, the white shirt in your hand is $US12. Do you want that one?” Customer: “What do you think? Do you think she will like it? The last time I bought her an outfit, she never wore it. Besides, I am looking for something blue because my sister loves the color. You know how difficult it is to shop for your relatives!”
Scenario 3 Continued… Customer Service Representative: “We have some blue outfits in the back. Check the section close to those skirts.” Customer: “Thanks! This is the first time I’ve tried this store. I’ve always wanted to come in; you seem to have such lovely stuff. I can’t wait for my sister to see what I bought her. How long have you guys been here?” Customer Service Representative: “I’ve only worked here for the past three months, but we’ve been established since Christmas of last year.” Customer: “Oh, I see. Well thank you for all the help. I’ll take my gift to the cashier.”
Summary • Customer working styles can be classified as Assertive (Result-oriented), Analytical (Detail-oriented) and Amiable (People-oriented). • The Assertive working style can be identified by the customer’s desire to take control of situations and to influence the people around him. • The Analytical working style is detail-oriented and can be identified by the customer’s focus on getting all the facts, details and information concerning their service request. Continued Next Page
Summary (Continued) • The Amiable working style is people-oriented and can be identified by the customer’s focus on relationship building through a friendly and responsive approach. • Customers generally have a dominant working style that can be identified through careful examination. • You should try to match your working style with the customer’s dominant working style.
Module 4: Calming Upset Customers Objectives Upon completion of this module you will be able to do the following: • Determine the reasons why customers become upset. • Describe what can be done to avoid customer upsets. • Explain the 5 Key Steps to Calming Upset customers. • Identify strategies that the customer service professional can use to prevent themselves from becoming upset.
Introduction Every customer service professional is faced with the challenge of calming upset customers. Without the proper training, these scenarios can produce disastrous results where both customer and customer service professional become agitated. It is important that you develop the skills that would calm upsets if and when they occur, as well as techniques that would avoid grievances on a whole. This module will provide you with strategies that you can use when faced with upset customers.