Customer service training general

Customer Service Training

To enhance customer service skills to beintegrated into daily work activities

Presented by Joyce Lewis-Andrews

Creating a Customer-CentricTraining Environment

● Listen. Ensure good 2-way communication.● Give your undivided attention.● Appreciate every one's individuality.● Honor our time together.● Be honest. It’s okay to say “I don’t know”.● Know how to apologize.

Creating a Customer-CentricTraining Environment

● Make the day rewarding for your fellowparticipants. Be flexible.

● Make the effort to do things right the firsttime. Ask for clarification or help when youneed it.

● Don't assign blame or feel the need to offerexcuses.

● Be an advocate for improving customerservice at your company.

Definition of Customer Service

Definition of Customer Service

… the art of buildingrelationships with new or

existing customers, solidifyingthe loyalty of wavering

customers and recoveringdefecting customers.

Customer Rights● Right to negotiate● Right to have an opinion● Right to question● Right to make an informed decision● Right to expect high standards and quality● Right to feel personally rewarded● Right to enjoy customized experiences● Right to be delighted

Types of Customers

New & Existing Customers

Wavering Customers

Defecting Customers

Types of Customers

NEW & EXISTING CUSTOMERS

Those who expect to be satisfied. They’regiving our company a chance to do businesswith them. They may also come to us withproblems, but are really hoping that we canhelp them find some solutions.

Five Keys to Becoming a SolutionCreator with New/Existing Customers

1. Explain who you and your company are andyour dedication to helping them find a solutionto their situation.

Five Keys to Becoming a SolutionCreator with New/Existing Customers

1. Explain who you and your company are andyour dedication to helping them find a solutionto their situation.2. Be sure you’re clear on the situation.

Five Keys to Becoming a SolutionCreator with New/Existing Customers

1. Explain who you and your company are andyour dedication to helping them find a solutionto their situation.2. Be sure you’re clear on the situation.3. Learn what solution the customer is seeking.

Five Keys to Becoming a SolutionCreator with New/Existing Customers

1. Explain who you and your company are andyour dedication to helping them find a solutionto their situation.2. Be sure you’re clear on the situation.3. Learn what solution the customer is seeking.4. Describe an available or customized solutionand explain how it meets with your customer’sexpectations.

Five Keys to Becoming a SolutionCreator with New/Existing Customers

1. Explain who you and your company are andyour dedication to helping them find a solutionto their situation.2. Be sure you’re clear on the situation.3. Learn what solution the customer is seeking.4. Describe an available or customized solutionand explain how it meets with your customer’sexpectations.5. Solicit feedback on the solution and yourSolution Creator abilities.

#1 TRUE OR FALSE

New and Existing Customersare more easily satisfied if their

expectations are effectivelymanaged.

TRUE

If customers know exactly whatto expect, they are more likely

to be satisfied. Don't makeempty promises or set

unrealistic expectations justbecause you think it's what the

customer wants to hear.

#2 TRUE OR FALSE

New and Existing Customerswho are frustrated need to begiven an immediate solution.

FALSE

If a customer is frustrated, it'simportant to ask questions and

listen effectively so that thecorrect solution can be found to

avoid additional frustration.

Types of Customers

WAVERING CUSTOMERS

Those that, for what ever reason, aren’t 100%satisfied with us. They have their doubts, butare willing to bring the problem to our attentionand/or give us another chance.

#1 TRUE OR FALSE

Most Wavering Customers whoare upset will calm down if youoffer them a sincere apology.

TRUE

Most customers who arecomplaining want you to

acknowledge that they've beendisappointed and want you to

express regret.

#2 TRUE OR FALSE

When dealing with a WaveringCustomer face-to-face, it's bestto avoid eye contact in order to

appear less aggressive andconfrontational.

FALSE

While this may feel morecomfortable for you, thecustomer will interpret it

negatively—either as a lack ofinterest, confidence or as

defensiveness.

#3 TRUE OR FALSE

The only time when it isappropriate to hang up on a

customer is when they're beingabusive or threatening.

FALSE

If a customer becomes abusiveor threatening, tell them that

you'd like to help, but can onlydo so effectively when the

conversational tone is calm.

#4 TRUE OR FALSE

Companies earn more trustfrom Wavering Customers who

receive resolution forproblems... than from new or

existing customers who haven'thad any problems at all.

TRUE

It's not the absence of problemsthat develops trust, but yourreaction (not excuses) whenthings go wrong. Customerswant to know that, no matter

what, you care about them andtheir business.

Types of Customers

DEFECTING CUSTOMERS

Those who really do not want to do businesswith us at all. Something has gone wrong. Oursystems have let them down, and so we mustbe willing to work extra hard to prove ourselvesand repair the relationship (whenever possible).

#1 TRUE OR FALSE

When you answer a call, andthe customer really needs toresolve an issue with another

department, it's yourresponsibility to make sure the

customer reaches someonewho can help.

TRUE

Customers are relying upon youto be their “guide” within your

organization. By notabandoning them, you can limit

your number of DefectingCustomers.

#1 TRUE OR FALSE

96% of dissatisfied customersnever complain. They just stop

doing business with a company.

TRUE

It's more important forbusinesses to know about

dissatisfaction so that customercomplaints can be effectively

addressed.

#2 TRUE OR FALSE

On average, a satisfiedcustomer tells 3 people about a

good experience, while theaverage dissatisfied one gripes

to 11 people.

TRUE

The most positive, credible andaffordable advertising comes

from word-of-mouth of oursatisfied customers.

What Customers Desire From Us

● Relability – We say what we'll do,when we'll do it--and we mean it!

● Respect – We believe customers areour greatest asset.

● Reassurance – We are willing tolearn from our mistakes andcontinually make improvements to betheir company of choice.

What Customers Desire From Us

● Relability – We say what we'll do,when we'll do it--and we mean it!

● Respect – We believe customers areour greatest asset.

● Reassurance – We are willing tolearn from our mistakes andcontinually make improvements to betheir company of choice.

CONFLICT

If you understood everything I said, you’d beme. – Miles Davis

Honest disagreement is often a good sign ofprogress - Mohandas K. Gandhi

The quality of our lives depends not on whetheror not we have conflicts, but on how werespond to them. – Tom Crum

Customers and Conflict● Conflict can occur when the customer’s timeline

doesn’t match with ours or when information ismiscommunicated.

● Conflict can occur when there are strong,opposing opinions about how a service shouldbe delivered or of a desired outcome.

● Conflict can occur when a customer feelsdisrespected, ignored, threatened, intimidated,humiliated or unappreciated.

Customers and Conflict● Conflicts can occur in any situation that is

stressful, confusing, unmanageable oruncontrollable.

● Conflicts can occur when it is perceived thatbarriers have been created that interfere withpersonal pursuits of success, rewards orresources.

● Conflicts can occur when there are grievances,accusations, or judgements directed againstanother person’s personality, actions, behaviorsor values.

Tools to Assist When ManagingConflict with Customers

● Customer Rights● 3 Rs – Respect, Reliability and Reassurance● Five Keys to Being a Solution Creator● Other “Commandments” of Customer Service● Healthy Responses to Conflict

10 Commandmentsof Customer Service

1. Provide every customer with the rights theydeserve.2. Know who is the boss. Offer customers respect,reliability and reassurance at all times.3. Give each customer your undivided attention.Use your Five Keys to Becoming a Solution Creator.4. Customers are individuals. Learn her name anduse it.5. Be honest. Don’t make empty promises.

10 Commandmentsof Customer Service

6. Honor a customer’s time. Be prompt andresponsive.7. Know how to apologize.8. Say and do things right the first time.9. Manage conflict in positive, healthy ways.10. Don’t assign blame or shame or flimsy excuses.

Healthy & Unhealthy Responses to Conflict● A belief that facing

conflict is in everyone'sbest interests.

● A fear and avoidance ofsituations that may sparkconflict.

Healthy & Unhealthy Responses to Conflict● A belief that facing

conflict is in everyone'sbest interests.

● Calm, non-defensive andrespectful reactions.

● A fear and avoidance ofsituations that may sparkconflict.

● Explosive, angry andresentful feelings.

Healthy & Unhealthy Responses to Conflict● A belief that facing

conflict is in everyone'sbest interests.

● Calm, non-defensive andrespectful reactions.

● The ability to seekunderstanding andidentify opportunities forcompromise.

● A fear and avoidance ofsituations that may sparkconflict.

● Explosive, angry andresentful feelings.

● Rigid, steadfastbehaviors or opinionsand desire to “win”.

Healthy & Unhealthy Responses to Conflict● A belief that facing

conflict is in everyone'sbest interests.

● Calm, non-defensive andrespectful reactions.

● The ability to seekunderstanding andidentify opportunities forcompromise.

● Taking a step back tosee the situation fromanother point of view.

● A fear and avoidance ofsituations that may sparkconflict.

● Explosive, angry andresentful feelings.

● Rigid, steadfastbehaviors or opinionsand desire to “win”.

● An inability to recognizeor respond to the thingsthat matter to otherpeople.

Phone Tips forGood Customer Service

1. Start with enthusiasm. Be sure to smile.

2. Offer a warm greeting or opening.

3. Introduce yourself.

4. Don't let customers wait. Control the holdbutton.

5. Transfer only once.

6. Use active listening skills to understand whatthe customer wants.

Phone Tips forGood Customer Service

7. Avoid company jargon, acronyms or technicalterminology to be sure the customer understandsyou.

8. Always act professionally.

9. Thank customers and make them feelimportant.

10. Say goodbye and have a strong closing bysoliciting feedback on the summary of the call.

6 Opportunities to FosterGood Customer Service

1. Initial Contact – the customer is contacting usfor a service or asking for an answer

2. Prodding – the customer is letting us know thatthey’re waiting for a response to their initialcontact

3. Resolution – the customer receives the serviceor information they require

6 Opportunities to FosterGood Customer Service

4. Feedback – the customer is reporting on theservice they received

5. Complaint – the customer is expressingdissatisfaction

6. Follow-up – Companies learn more about thecustomer’s experience and/or tracks theirsatisfaction level

Types of Customers

New & Existing Customers

Wavering Customers

Defecting Customers

Potential Customers

POTENTIAL CUSTOMERS

Our contacts, vendors, suppliers, friends, familymembers, donors, or community members--anyone in our personal or professionalnetworks who might, in the near or distantfuture, have the opportunity to take advantageof the programs and services of our company tosatisfy their needs and wants; and who has thepotential to sustain the future of our businessthrough their customer involvement.

Your Customer Service Tookit● Customer Rights● 3 Rs – Respect, Reliability and Reassurance● Five Keys to Being a Solution Creator● 10 “Commandments” of Customer Service● Healthy Responses to Conflict● Phone Tips for Good Customer Service● Your Company Customer Service Philosophy

Your Customer Service Philosophy● If your company has a Customer Service

Philosophy, what actions are needed to make itresonate more soundly throughout theorganization?

● What elements from today's workshop wouldyou like to include in your Customer ServicePhilosphy?

● How will you share your Customer ServicePhilosophy with internal and externalcustomers?

The best wayto serve your customersis to enjoy and take pride

in your work.

Thank You!