Customer ServiceNew Hire Operations Training for Supervisors

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Module Contents

This module covers the following:

Lesson 1:What is Customer Service?

Lesson 2:Communicating With Customers

Lesson 3:Creating a Better Customer

Experience

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Module ObjectivesUpon completion of this module you will be able to:

Define customer service and apply the definition to your customers.

Identify service from the customer’s point of view.

Define your role in enhancing the customer experience.

Differentiate between good and bad customer service.

Use key ways to impact your customers’ experience.

Identify keys ways to make a positive 1st impression.

Apply key steps to building rapport. Demonstrate key active listening

skills. Identify difficult customers and ways

to work with them.

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Introduction

Customers have a choice, and hopefully for us, that choice is DHL.

DHL is in the same business as UPS, FedEx, or any other express shipping company; for the most part, the products, services and prices we offer are comparable.

Customers will choose DHL over competitors because of our people and our service.

Excellent service = customer acquisition and retention.

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Objectives

To achieve our overall module objectives, upon completion of this lesson, you will be able to:

Share personal customer service definitions.

Define customer service according to dictionary and industry definitions.

Combine your customer service definition to the industry definition and apply it to your DHL customers.

Identify service from your customer’s point of view.

Define your role in enhancing the customer experience

Differentiate between good and bad customer service.

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What is Customer Service?

For me, CustomerService means…

______________ ______________ ______________ ______________ ______________ ______________ ______________ ______________

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What is Customer Service?, continued

What would happen if we gave less than or “almost” 100%?

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What is Customer Service?, continued

If even 90% were considered “good enough,” then… 12 newborns will be given the wrong parents daily. 114,500 mismatched pairs of shoes will be shipped each year. 18,322 pieces of mail will be mishandled every hour. 2,000,000 documents will be lost by the IRS this year. 2.5 million books will be shipped with the wrong covers. 2 planes landing at Chicago’s O’Hare airport will be unsafe every day. 315 entries in Webster’s dictionary will be misspelled. 20,000 incorrect drug prescriptions will be written this year. 880,000 credit cards in circulation will turn out to have incorrect cardholder

information on their magnetic strips. 103,260 income tax returns will be processed incorrectly during this year. 5.5 million cases of sodas produced will be flat. 291 pacemaker operations will be performed incorrectly. 3,056 copies of tomorrow’s Wall Street Journal will be missing one of the three

sections.

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Defining Service

Among the many dictionary definitions of service, 1. Work done for others as an occupation or business. 2. An act of assistance or benefit to another or others. The first is

the traditional business definition, but the second would certainly be more in line with today’s customer expectations.

“Quality in a service or a product is not what you put into it, but rather, it is what the customer gets out of it.” That quote from renowned author Peter Drucker is the essence of a company that has a customer-focus.

Only customer-focused companies have any hope of achieving excellent customer service. The following statements capture the true meaning of the service mentality: Satisfactory is out. Exceptional is the goal. Everyone is a service provider. Superior service is crucial to have a competitive advantage in

today’s business world.

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Defining Service, continued

Customer service is the result that a consumer personally experiences with a business patron. This experience is completely subjective and solely interpreted by the consumer.

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The DHL Customer Experience

Tangible elements are material ones; they are the physical things that you can touch.

Intangible elements are behaviors or feelings that you get.

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The DHL Customer Experience, continued

Does this customer have a choice on where to ship this item?

Providing customers with a complete package of service; tangibles (skills, knowledge, products and services), and also intangibles (professionalism, image, courtesies, etc), is the only way that we can attract new and retain existing customers.

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YOUR Role in the Customer Experience

How will you as Supervisors impact your customers’ DHL experience?

In your assigned groups, create a list of service strategies to immediately impact you’re customers’ DHL experience.

This list should be at least eight (8) specific things that you will do to enhance customer service at your service center.

Create a 5 minute presentation which you will deliver to the class.

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True Customer Service?

Service does not start and finish with the customer service department.

Every level of the company affects the customer either directly or indirectly.

Customer service has a domino effect. If one department falters, other departments will be affected.

Bad service = loss of customers = loss of your jobs.

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Introduction

If you can communicate effectively with your customers, both internal and external, then you and your business will move forward and most likely thrive. If you cannot, then you and the business will face many obstacles, which will be difficult to overcome.

This lesson will improve your communication skills by making you more aware of what you say to the customer, whether face-to-face or on the phone, and how you say it.

This has a direct impact on the customer experience.

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Objectives

Upon completion of this lesson, you will be able to:

Use key ways to impact your customers’ experience.

Identify keys ways to make a positive 1st impression.

Apply key steps to building rapport.

Demonstrate key active listening skills.

Identify difficult customers and ways to work with them.

Communicate effectively with customers by demonstrating proper phone etiquette.

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Creating a Positive Customer Experience

Your customers should be looked upon as your partners.

Partners work together to find solutions to problems.

Finding solutions for your customers is the goal of every interaction you have with them.

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P.I.E.C.E.

This acronym should be your commitment to making DHL customer service your #1 priority.

Each element of this acronym can be broken down to provide you with meaningful ways in which you can enhance each of your customer’s experiences with DHL.

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Creating a Positive Experience, continued

How can you be personally impact each of your customer’s experience at DHL?

In your assigned work-groups, come up with a list of Customer Service Guidelines or Standards that you can take back and implement in your service centers.

Use a flip chart paper to clearly display your group’s guidelines for the class.

These Service Guidelines/Standards will serve as your commitment to your customers.

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Making a Positive 1st Impression

Customers see people first, and hear them second. When we dress professionally. We act more professionally. Ensure cleanliness and grooming at work.

Clean means hair, body, hands, fingernails and teeth. Groomed means wearing appropriate clothing, in

accordance with the dress code. Looking in a full-length mirror before leaving for work allows us

to see exactly what our customers see. A lot of money does not need to be spent on business clothes

to look professional. It isn’t how much the clothes cost that is important; it is how they look that is important.

Checking our appearance throughout the day ensure that we are always projecting the “right” image to our customers.

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Making a Positive 1st Impression, continued

Be relaxed and prepared for the customer. Smile! Customers see and hear the smile in your voice. When on the phone, speak as if the Customer is beside you. Use hand gestures and facial movements, it makes the

conversation flow more seamlessly. Good posture affects your tone. Avoid anything that affects Pan Caribbean’s professional

image. Have a good attitude. Leave personal issues at home. Avoid unnecessary background noise. Speak slowly and enunciate your words. Remember, to the customer, YOU are Pan Caribbean!

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Building Rapport

The three (3) steps to building rapport with Customers are:

1. Make a positive first impression

2. Use proper VIP (Voice, Intonation and Pitch)

3. Add a personal touch

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Listening

1. Write a cursive letter “i” and make sure to put a dot on it.

2. Print the word VOTE, in capital letters putting one letter in each of the four (4) blanks.

3. There is a baby bull, momma bull, and papa bull. Baby bull is out in the pasture and a terrible storm comes up. The thunder is booming, lightening is crashing, there is a torrential downpour, the winds kick up and baby bull becomes afraid and begins to cry.

V O T E

MB PB

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Active Listening

Active listening requires that we place all of our attention on what the other person is conveying to us.

It includes active, empathetic, and supporting behaviors that tell the speaker you understand and encourage him/her to continue.

The key is putting yourself in the speaker’s shoes to look for the complete message.

Note: Not all speakers are active listeners.

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Successful Listening Steps

Step Action

1 Decide to Listen.

2 Validate the Customer.

3 Explore.

4 Assure.

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Difficult Customers

The six (6) Steps to Dealing with Difficult Customers are:

1. Let the customer vent.

2. Avoid getting trapped and participating in negative banter.

3. Express empathy to the customer.

4. Begin active problem solving.

5. Mutually agree on the solution.

6. Follow-up with the customer.

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Phone Contact

Dealing with people over the phone professionally, comes down to 1 thing - telephone etiquette:

Answer the phone.

Place customers on hold.

Transfer a call.

Take a message.

End a call.

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Phone Contact, continued

To maintain a positive customer impression:

1. Pick up the phone within three (3) rings.

2. Greet the caller.

3. Provide the customer with your name.

4. Ask the customer how you can help.

Typically after three (3) rings customers get impatient and begin to wonder about DHL’s service.

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Phone Contact, continued

Hold Tips:

Ask customers if you may place them on hold.

Wait for a response.

Tell customers why they are being put on hold.

Give them a timeframe.

Thank customer for holding after returning to the line.

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Phone Contact, continued

Here are some tips to use when transferring customers:

Explain why the caller is being transferred and to whom.

Ask the customer if he/she minds being transferred.

Make sure someone is there to pick up the call before you hang up.

Tell the person to whom you are transferring the call the caller’s name and the nature of the call.

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Phone Contact, continued

When Taking Messages:

Explain the employee’s absence.

(E.g. David stepped away for a moment.)

Inform the caller if the employee’ availability immediately.

Give an estimated time of return for the employee.

Offer to help the person yourself, take a message, or transfer him/her to another relevant employee.

Write down all information for the employee.

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Introduction

This lesson will focus on summarizing the information that has been covered throughout this course. Here, you will develop action plans that you will use back at your service centers, that will demonstrate how you will apply the lessons learned from this class to your jobs.

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Objectives

Upon completion of this lesson, you will able to:

Develop a personal action plan called N.I.C.E. (Need to Impact Customer’s Experience) to address:

Your top customer service issues.

The steps you will take to resolve them.

How you will create a better customer experience.

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Customer SERVE-ice?

While winning customers may be hard, keeping them is even harder. So what do customers really want? They want quick response, instant information, and solutions to their problems. They want exceptional customer service. No organization can afford to lose customers because of poor service, but many do.

Customers remember how they’ve been treated and spread the news. Studies show that they are likely never to buy from you again, even if you have exactly what they are looking for. In today’s demanding consumer market, customer service is the #1 priority. When customers are pleased, they’re likely to spend more on your products or services and will keep coming back. When all employees understand that they are DHL customer service representatives, and they know their role is enhancing each customer’s experience, then customers will keep coming back to DHL for all of their shipping needs.

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Why Customer Service?

Good customer service skills help you to:

Keep your customers happy and satisfied!

Acquire new customers through existing customer recommendations.

Sell more products with less effort.

Reduce problem situations and the cost of resolving them.

Increase the productivity and value of everyone in the company!

Keep your business stable and growing!

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Why Customer Service?, cont’d

Enhancing your DHL customers’ experience will provide you with the following benefits:

You will accomplish more in less time!

Improve Your Job Security!

Increase your potential to earn more money!

Perform at a higher level!

Increase your value to DHL!

Make you more desirable when looking for a job!

Improve your efficiency and reduce stress in your job!

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N.I.C.E. Activity

N.I.C.E. “Need to Impact Customers’ Experiences. You will have fifteen (15) minutes to complete the “Customer Service

Action Plan” template provided. The action plan will address:

What are your service center’s top customer service issues?

What steps will you take to overcome the above-mentioned issues?

How will you create a better customer experience? Submit your action plans to me which will then be forwarded to your

direct manager for review and monitoring of customer service goals and development.