1 / 56

Customer Service iSpeak Foundation Series Month day, 2012 Instructor Name

Customer Service iSpeak Foundation Series Month day, 2012 Instructor Name. Agenda. Introductions – What do you want to learn? Itinerary Ground Rules Phones on Silent Ask Questions Participate & Respect others Respect our schedule. Satori.

titus
Download Presentation

Customer Service iSpeak Foundation Series Month day, 2012 Instructor Name

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Customer ServiceiSpeak Foundation SeriesMonth day, 2012Instructor Name

  2. Agenda • Introductions – What do you want to learn? • Itinerary • Ground Rules • Phones on Silent • Ask Questions • Participate & Respect others • Respect our schedule

  3. Satori

  4. Customer ServiceUnit One: Foundation of Customer Service

  5. Customer Service 7 • _________ of 10 customers who switch to the competition do so because of poor service. • Unhappy customers will tell an average of ___ people. • Only _______ percent of unhappy customers will complain and give you the chance to keep them. • Customer will spend a ________ percent premium for the same product or service with better service. 9 4 15

  6. Exercise: Customer Service True / False

  7. What do customers want? “There are no traffic jams along the extra mile.” - Roger Staubach • Reliable • Responsive • Knowledgeable • Empathic • Professional

  8. Levels of Service

  9. Cards

  10. Cards

  11. Internal Customer Service • Show up to meetings on time • Take responsibility • Communicate effectively • Display courtesy • Value honesty • Be organized • Share information and ideas freely

  12. Customer Service Model

  13. Satori

  14. Customer ServiceUnit Two: Greeting

  15. Moments of Truth • Each interaction is a “brush stroke” • Paint the customers perceptions over time • Their perception is their reality

  16. First Impressions What do you see? How old is this woman?

  17. Greeting Your Customer • Greeting should be: • Clear • Genuine • Positive • Consistent • “Good morning and thank you for calling __________. My name is _____. How can I help you?”

  18. Communication Factors

  19. Using the Right Words “Kind words can be short and easy to speak, but their echoes are truly endless.”- Mother Teresa • The most persuasive phrase is_____________ • The most persuasive word is ______________ Thank You a customer’s name

  20. Communication Factors Would you please… I’ll call you back… The person you need is..

  21. Remembering Names • Start with the right Attitude. • Actively Listen when they state their name. • Repeat their name out loud. • Write their name, when possible. • Connect or associate their name with job, hobby, characteristic, or famous person

  22. Voice “We often refuse to accept an idea merely because the tone of voice in which it has been expressed is unsympathetic to us.” - Friedrich Nietzsche • Inflection • Clarity • Red Leather, Yellow Leather • Pace • Volume

  23. Body Language “I speak two languages, Body and English.”- Mae West • The most important aspect: ____________ • Over the phone, you can use: • ___________________________ • ___________________________ • ___________________________ Smile I understand Ok, uh-huh, got it One moment please

  24. Exercise: Communication Techniques

  25. Satori

  26. Customer ServiceUnit Three: Listening & Questioning

  27. Customer Service Model

  28. D E F A C B G Exercise: Listening

  29. Communication Elements

  30. Types of Listening • Passive – Not listening at all • Selective – In and Out of the conversation • Active – Actively participating

  31. Active Listening • Focus • Take Notes • Paraphrase • Verbal Prompts • Ask Questions • Test Yourself

  32. Question Types • Open Ended Questions“What would you prefer?” • Closed-Ended Questions“What is your mailing address?” • Alternative Choice Questions“Would you prefer a Friday or Saturday delivery?”

  33. Exercise: Asking Questions

  34. Exercise: Listening and Questioning

  35. Satori

  36. Customer ServiceUnit Four: Responding

  37. Customer Service Model

  38. Responsive C.A.R.E. • Credible • Appreciative • Reliable • Empathetic

  39. Exercise: Responsive C.A.R.E.

  40. Challenging Customers • Demanding • Emotional • Deceptive • Challenged • Friendly • Arrogant • Angry

  41. Dealing with Challenges

  42. Dealing with Challenges • Do not take it personally • Listen to the customer • Express empathy • Maintain your integrity • Apologize • Remind the customer you are there to help

  43. Acknowledging Complaints • Acknowledge ≠ Agreement“I can see that would be frustrating…” • Don’t use the word “but”Use “And” or PAUSE • Acknowledge your own position • Transition with a statement

  44. Exercise: Defusing Challenging Customers

  45. Customer ServiceUnit Five: Resolving

  46. Customer Service Model

  47. Taking Ownership and Follow-up • Accept responsibility • Action item review • Debrief on the phone call • Verbal appreciation • Other methods of appreciation

  48. Generating Solution Alternatives

  49. Personal Motivation • Benefits of Motivation • Expect the best • Avoid the ANTs • Automatic • Negative • Thoughts

  50. Satori

More Related