Achieving Customer- Focused Service Achieving Customer- Focused Service

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  • Achieving Customer-Focused Service

  • After completing this course, you will be able to:

    Consider each interaction from the other persons point of view

    Build rapport and trust by relating to the person in their language

    Discover ways to resolve problems and deal with emotionally charged interactions

    Learning Objectives

  • After completing this course, you will be able to:

    Apply effective service strategies in a myriad of real-life scenarios

    Be able to implement key actions to enhance your service delivery

    Learning Objectives

  • To enhance external and service delivery

    To fine tune client interactions and improve communication skills

    Purpose:

  • Surveys8 people responded2 30 minute phone conversationsMystery Calling

  • What is your biggest challenge in providing customer service?

    Not taking blame personally

    When information isnt available to do:System errorsLack of informationPhone problemsComputer problems

  • What is your biggest challenge in providing customer service?

    Making sure the customer is leaving the conversation understanding what was discussed and not having them feel overwhelmed because I provided them a wealth of information

    Taxpayers call and ask a question, when we proceed to explain to them what they need to do they think we are lying to them

  • What is your biggest challenge in providing customer service?

    Dealing with customers that do not want to listen

    The educational aspect of our customers in obtaining/registering a business

    Maintaining patience with callers who dont listen or argue

    Since we are front line to tax payers, a lot of times we get questions that we cant answer and dont have the authority to give the callers what they want

  • What is your biggest challenge in providing customer service?

    The amount of calls we get every day

    Since our number is all over we are asked to provide service on a huge range of tax questions

    People who call dont know technology or the system

    It is hard to keep up with the latest tax laws

  • What is the #1 thing you would like to make sure we cover in this training?

    Accusatory callers (You people are a bunch of crooks! YOU set up the system so that we HAVE to pay penalities every single time! You WANT US TO FAIL!)

  • What is the #1 thing you would like to make sure we cover in this training?

    ESD & LNI Training

    Test accounts with different situations of things that could happen

    To touch base on everyones questions/concerns

    Dont know

  • What is the #1 thing you would like to make sure we cover in this training?

    Keeping your cool with angry customers

    When customers want to argue

    Taking control of the call

    What are ways that we can give them the pickle

  • Service and the DOR Brand

  • A brand is a vibrant picture that exists in consumers minds.

    -Branded Customer Service by Janelle Barlow and Paul Stewart

  • When service is branded and combined with a solid product/service offering, you have a winning combination that will reduce the impact of your competitors.

    -Branded Customer Service by Janelle Barlow and Paul Stewart

  • When a customer experiences service that reinforces the DOR brand, they become loyal customers.

  • Loyal customers:

    Refer their friendsDevote time to giving feedbackAnticipate good service Forgive mistakes

  • The foundation for Customer Loyalty is make it easy for me to do business with you!

  • Who are your customers?

  • From the customers point of viewThey are buying our whole experience They are looking to see who adds the most valueThey are looking for exceptional, consistent service

    Adapted From The Wow Factory- Creating a Customer Focus Revolution in your Business by Paul Levesque

  • Research shows that most customers buy with their emotion and justify with their logic.

  • What your Customer is looking forCan I rely on you?

    Can I trust that your work will be done on time and within budget?

    Do you take pride in your work?

  • What your Client is looking forAm I recognized as an individual?

    Am I important?

  • Make it a goal to apply these service dimensions in every client interaction

  • Task and Human Needs

    TaskHumanA given

    What can separate your business from the competition

  • We tend to give out what we desire - instead of what the customer is looking for

  • Begin and end each interaction on the human level

  • S = SpecificT = TimelyA = Attentively listenR = RelationalT = Trust-buildingCommunication Strategies

  • PPT 4-2PPT 4-3PPT 4-4PPT 4-7Direct, results-orientedExpressive, RelationshipSupportive, CooperativeAnalytical, Deliberative

  • You achieve customer satisfaction, retention, loyalty by exceeding what customers anticipate in positive ways.

    -50 Powerful Ideas You Can Use to Keep Your Customers, Paul R. Timm, Ph.D.

  • General PrinciplesRemember START (Communication Strategies)

    Ask questions

    Paraphrase to make sure you understand

    See if you can identify interests (and common interests you both share)

    Stay calm

    Dont take it personally

  • Overcoming the Barriers

  • Action Steps

  • Achieving Customer-Focused Service

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