Customer Service & Conflict Resolution Presented by:Andrea EstesChief Compliance & Safety Officer

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IntroductionStatistics about Customer Service (Its more important then you may realize)Why it is vital to the success of any business Telephone Etiquette 7 Essential steps of good phone etiquette Basic Customer Service skills Six rules of effective Customer Service Conflict Resolution aka Anger Management skills Ways to handle angry/difficult customers.

How presentation will benefit audience: Adult learners are more interested in a subject if they know how or why it is important to them.Presenters level of expertise in the subject: Briefly state your credentials in this area, or explain why participants should listen to you.2

Training Outline

Lesson 1: Statistics on how customer service impacts businessLesson 2: Telephone Etiquette Lesson 3: Six rules of an effective Customer Service Representative (CSR)Lesson 4: Conflict Resolution a.k.a. Anger Management

Lesson descriptions should be brief.

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Lesson 1: Facts & Statistics On Customer Service (CS)

Statistics on customer serviceSome more facts Avoiding losses by good CS Cost of obtaining a new patient

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Lesson 1: SOME STATISTICS ON CUSTOMER SERVICECS Statistics Did you know? Companies lose more business due to poor CS then by products or prices89% of customers are willing to pay more for good customer service 68% of consumers leave because they feel mistreatedIt can cost in upwards of 5x more to obtain new customers then retain them

This means that consumers are willing to pay for good service. Example: In & Out Burgers- We are all willing to wait nor even mind the wait in line for that extra great burger we all love- why because we know the QUALITY of what we are about to eat.

If we have an average 16 losses per day 68% are due to poor service OVER HALF are leaving due to 100% preventable reasons. The more losses we avoid the more that can go into the company. 5

Lesson 1: SOME MORE STATISTICS

By maintaining customer base we can avoid losses by 25-85%The average business doesnt hear from 96% of their unhappy customers50% of customers will wait 1 week for a resolution before going elsewhere Happy customers tell an average 5 people of their experience vs. 10 people when they are unhappy

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Lesson 1:COST OF OBTAINING NEW PATIENTS

Lab Referrals Approximately $150-300 per patientInternet LeadsApproximately $200 per patientCost To Retain A Patient Resolution of an issue and great service

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Lesson 1: Wrap-upTo summarize ~ It costs A LOT of resources to obtain a patientIt costs even more to lose a patient Unhappy patients will tell their story to 2x as many people then satisfied patients Most people are willing to pay for good service Questions

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Lesson 2: Telephone EtiquetteTIPS ON ETIQUETTE

The DOs & DONTs on Telephone Etiquette

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Lesson 2: Telephone EtiquetteTIPS ON ETIQUETTE DOs ~ If on the receiving end of a call Answer within 2 rings Always identify yourself using a proper greeting and/or scriptInbound or Outbound Convey enthusiasm Use a warm, courteous & helpful toneSmile when you are talkingthe patient can see thisBelieve it or not body language counts

A major part of interactions still happen over the phone between customers and companies & its becoming increasingly important for the staff to upgrade their etiquette & presentation over the phone THIS IS TRUE PHONE SKILLS ARE IMPORTANT..Using a proper greeting will let the pt know that they called the right place, who they are talking to & how you answer will set the tone for the rest of the call The same goes for outbound calls as well they need to know who they are talking to helps to get you to right person for help So we need to make sure that our patients feel special & now that we actually really do care We have to remember that we are dealing with patients that have a serious condition & just because we are not in a hospital or doctors office setting it is just as important to treat them on the phone as if we were this is how we would expect to be treated if we were a pt in a hospital or doctors officeA warm & helpful courteous voice has the ability to build customer loyalty while rude & abrasive phone manner will drive customers away to the competitionBy showing good phone etiquette between to all callers not only enhances the customer experience, it builds a companies reputation of having high customer service standards & this means more money in the pocketYou are NEVER allowed to make a pt feel like they are interrupting your work

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Lesson 2: Telephone EtiquetteTIPS ON ETIQUETTE

DOs ~ Say their name at least 2 times during the call Keep your patient informed Always wait for the other person to hang up FIRST before disconnecting the call

Keeping your pt informed- One of the key performance indicators of customer support-focused call centers is first call resolution. But, sometimes, you cant fix the problem right away.If you know that you cant resolve a customers problem during the call, it is important to be clear and specific about the next steps youre going to take on their behalf. **Tell the customer exactly what you are going to do, and how long it will take for their issue to be taken care of.**And dont forgetalways give yourself or your team more time than you think will be necessary. If you fix the problem is less time than you initially quote, youll have a loyal and happy customer. If it takes longer, the problems begin. under promise, over deliver

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Lesson 2: Telephone EtiquetteTIPS ON ETIQUETTE DONTs ~DO NOT eat, drink, chew gum, smack your lips, talk to a co-worker, etc. EVER Period Do not tell a patient that is not your jobInstantly puts them in a bad moodDo not tell a patient that something cannot be done due to internal policyIt comes off as rude & a poor excuse

Eating or chewing gum, drinking is rude -This is true for any phone conversation and is extremely rude & irritating & does not go down well in any situationTelling a pt that is not your job comes across as rude A pt does not really care about the internal policies of a company & it comes off as rude & a poor excuse -if you are unable to come to a solution for the pt the call needs to be transferred to someone who can help & fix the problem or find an alternative solution a lead, supervisor, myself etc.

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Lesson 2: Telephone EtiquetteTIPS ON ETIQUETTE DONTs ~Never interrupt a patient EVER The simple act of listening helps makes the patient feel valued Dont transfer a patient without first telling them & WHY Always ask than act Try to do a warm transfer every time

As hard sometimes as it may be to listen to a whiny complaining pt- DO IT you need to know the whole problem-this will help you come to a faster resolution Never ever transfer a pt without first telling them and why this is ultra important DO A WARM TRANSFER every time- Always ask first, this goes for transfers, placing them on hold, etc. This means staying on the line & giving the next rep a brief background of pts situation/issue & GIVE THEM ALL OF THE PTs INFORMATION This is going to save the pt the frustration of having to be transferred in the first placeAgain this is building the pts feeling that we really do care & want to resolve their issue We want to offer a one call resolution every time 13

Lesson 2: Wrap-upPHONE ETIQUETTEDO NOT eat, drink, chew gum during a phone conversation Do Not interrupt a patient EVER Do Not place blame on your colleagues Do Not transfer a patient without first telling them

Do announce yourself & use the patients name at least 2x Do be courteous and polite when speakingDo sit up & smile Do wait for the other end to hand up first ~ ALWAYS

Let them ask questions

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Lesson 3: Becoming a Successful CSR(Customer Service Representative)External customers vs. internal customers Six rules of an effective CSR Learning how to apply the six rules CSR Role-play demonstration The proper way vs. the improper way of handling an upset patientWrap Up

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External vs. Internal CustomersWHATS THE DIFFERENCE Internal customer Your co-workers, peers, colleagues, other departments, etc. External customer Anyone you are dealing with outside of your place of employment Patients, doctors, labs, etc.

Internal customer are the ones that you work with on a daily basis.. Co-workers, peers, colleagues. However you want to put it they are your CUSTOMERS as well. It is just as important to treat our internal customers just as good as our external customers. 16

Rule # 1 HAVE A POSITIVE ATTITUDE BE POLITE, POSITIVE & ENTHUSIASTIC The # 1 complaint among consumers is the lack of politeness Speak clearly & slowly without sounding aggressive Take full responsibility for your jobNever take the thats not my job attitude

Being polite seems like it would be common sense, but it is very easy to be rude and unhelpful when you are not in front of someone face to faceNot being polite is the # 1 complaint that 100% preventable!!! When speaking, talk so they can understand you- not sounding condescending or rude implying they are dumb and talking them as if they had a hearing disability. You do not know what that person on the other end is going through-Always always always take full responsibility for your callMake sure the person gets to the correct person if you are not it. Do WARM transfers --- not cold transfers Give the next rep all of the pts information so they do not have to repeat themselves and the background of whats going on 17

Rule # 2KNOW YOUR PRODUCT OR SERVICEHave manuals, policies-procedures (P&P) and notes available to youSoon you can created your own Data Base, based off your experiences over time Attend Product Training ClassesIt is of utmost importance to find the answer fast!!

Attend any product training classes or in-services - Knowing your products can save you a lot of time and frustration and most importantly the PATIENTKnow the return policies and restocking fees Give COMPLETE answers with the caller You dont want them to have to call back and ask someone else again the question they originally called for 18

Rule # 3LISTEN TO THE PATIENTMUST LISTEN ATTENTIVLEY & COMPLETELY Allow the person to VENTMost people just want to be heard Most consumers will not listen to you until they are finished saying what they wantNever assume what the person is talking about until they are DONE explaining their situation Ask questions if you dont fully understand what person is expressing or stating Then walk them through the complete process or resolution

Listening to the pt is a pivotal point in being a an extra stellar PSRThe # 1 communication problem stems from a misunderstanding Summarize back to the pt what you understand the issue to be to ensure you fully understand what they want or have expressed Another quote Most people dont lilsten with the intent to understand. They listen with an intent to reply author unknown 19

Rule # 4MAINTAIN COMMUNICATIONSWe must be able to establish & maintain clear communications The best way to keep a patient is to inform them of everything that is happening NEVER wait for the patient to call you after the target time

We do this through our CC dept & PR/90 Day Calls If we tell a pt that we will have something to them in certain amount of time & something comes up we need to advise themWe want to always keep the pt/customer in the loop of what is happening with their account or requested items We need to remember that these patients rely on this therapy that is life saving and giving we must take it very seriously and must be able to convey to them that we do indeed care and are here to help them with their CPAP/O2 therapy 20

Rule # 5SOLVE THE PROBLEMDo not quit until the problem is acceptably resolved Then ask if there is anything else you can do for them If you are unable to provide a resolution ~ Move It Up The Chain of CommandBottom line is to solve a patients problem & make them happy

SOLVED PROBLEM = HAPPY PATIENT

This seems obvious but a lot of times reps get too caught up in P&Ps & the Daily Grind & dont completely solve the original problem or issue at handIf are unable to come to an agreeable resolution & need to transfer MAKE IT A SMOOTH ONE Do warm transfers vs. cold transfers A warm transfer you-the CSR stay on the line and provide the pts info & the issue or problem You do not want to further frustrate the pt/customer by making them explain it all over again You will then tell the pt who you have gotten on the line and their position than you can transfer the caller over This way you are keeping the pt informed and in the loop (as stated in the previous slide)21

Rule # 6ALWAYS FOLLOW UP

If possible ~ follow up within 24-48 hours to ensure the correction has taken place & they are happy The patient is more likely to place another order or buy more productSolely based on the CSR ability to solve their problem, provide a resolution & follow-up to ensure the desired end results By doing this you are making a customer for life

After you have come to a resolution to a wrong order or missing item etc. complaint & RESOLVED it make sure to FOLLOW UP with pt to ensure that they did indeed receive the correct item this timeSchedule a time of the day or one day out of the week to make your follow up calls If you dont schedule it, you probably wont do it This also allows you to make sure they have sent back the incorrect item if that was part of the resolution-the pt will be more likely to return the wrong item if we follow up and make sure to reiterate the return process Maybe the pt is so impressed they place a cash order, tell their CPAP support group about NMI, tell their doctors office and so on 22

Lesson 2: Wrap-upThe Six Rules of an Effective Customer Service Representative Have a positive attitude Know your product or service Listen to the patient Maintain communications Solve the problem Always follow up with the patient

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Lesson 3: CONFLICT RESOLUTION aka ANGER MANAGEMENT How anger directly affects your health Simple effective ways of calming yourself downHow to handle a hostile situation between you and a patient, internal/external customerDisconnecting when the call is overWrap Up

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Anger Effects Your Health7 WAYS ANGER AFFECTS YOUR HEALTHAnger affects your physical health & anger reactions can be pretty harmful to your health. Anger weakens your immune system Angry outbursts put your heart at risk3x higher risk of having a stroke Worsening of Anxiety Anger is linked to depressionHostility hurts your lungs Anger can shorten your life

Copyright 2016 Everyday Health Media, LLC

****The brain actually shunts (takes) blood away from the brain and delivers it to the muscles in preparation for physical exertion-body temp rises and the skin will start to perspire Angry outbursts weaken your immune system and cause you to get sick more easily & develop other diseasesa. If you're mad all the time, you just might find yourself feeling sick more often. In one study, Harvard University scientists found that in healthy people, simply recalling an angry experience from their past caused a six-hour dip in levels of the antibody immunoglobulin A, the cells first line of defense against infection. 9% higher risk of heart attack also can cause CAD & HTN (the entire cardiac system is at greater risk)3x more likely to have a heart attack The worsening of anxiety- If youre a worrier, its important to note that anxiety and anger can go hand-in-hand. In a 2012 study published in the journal Cognitive Behavior Therapy, researchers found that anger can exacerbate symptoms of generalized anxiety disorder (GAD), a condition characterized by an excessive and uncontrollable worry that interferes with a persons daily life. Not only were higher levels of anger found in people with GAD, but hostility along with internalized, unexpressed anger in particular contributed greatly to the severity of GAD symptoms.You are 3x as likely to have a stroke, Punching something, screaming expletives & going on a rant DO NOT help you to feel better-It in fact very negatively affects your physical health People who angry often have 9% higher risk of heart attack Excessive outbursts of anger can also lead to a higher risk of depression, cancer & even death 6. Anger is linked to depression - Numerous studies have linked depression with aggression and angry outbursts, especially in men. In depression, passive anger where you ruminate about it but never take action is common, says Aiken. His No. 1 piece of advice for someone struggling with depression mixed with anger is to get busy andstop thinking so much.7. Hostility hurts your lungs - Not a smoker? You still could be hurting your lungs if you're a perpetually angry, hostile person. A group of Harvard University scientists studied 670 men over eight years using a hostility scale scoring method to measure anger levels and assessed any changes in the men's lung function. The men with the highest hostility ratings had significantly worse lung capacity, which increased their risk of respiratory problems. The researchers theorized that an uptick in stress hormones, which are associated with feelings of anger, creates inflammation in the airways.8. Anger can shorten your life - Is it really true that happy people live longer? Stress is very tightly linked to general health. If you're stressed and angry, you'll shorten your lifespan, says Fristad. A University of Michigan study done over a 17-year period found that couples who hold in their anger have a shorter life span than those who readily say when they're mad.25

Controlling Your Anger SIMPLE WAYS TO CONTROL YOUR ANGERControl your breathConsciously relax your musclesGet it out Put your anger into context Go outside & connect to nature & walkExercise!! Meditation (my personal favorite)Become aware of your anger witness it

Control your breath- in through the nose hold for 4 seconds-out through the mouth be sure to breath from your diaphragm imagine only positive energy coming in then all the negative angry energy being blown out do this at least 10x nor until you feel you have controlled your anger Consciously relax your muscles by unclenching your fists, let your shoulders hang & relax your jaws and facial muscles You can also get it out do this by writing about it a journal or even on a scratch piece of paper, notebook, talking to a trusted friend, boss or family memberPut your anger into context by asking yourself will you be mad about this tomorrow, or next week or a month, year from now most likely you will not even remember what it was you were angry about THINK RATIONALLY INSTEAD OF EMOTIONALLY By doing this you can displace yourself from it and process your anger calmly Take a time out and go outside and take a walk enjoy & connect with nature and all the beauty. Nature, naturally helps to release and recycle negative energy the beach is wonderful place to go to recycle negative energy & emotions great kinetic source of energy Exercise - it helps to release the feel good endorphins and give that natural high & it helps to get out negative energy & emotions Meditate!!!! My favorite way of dealing with anger, sadness, joy & knowledge -Studies show that meditation is associated with improvement in a variety of psychological areas, including stress, anxiety, addiction, depression, eating disorders and cognitive function, among others. Theres also research to suggest that meditation can reduce blood pressure, pain response, stress hormone levels and even cellular healthBecome of aware of your anger and witness it once you can become of aware of the anger emotions and recognize those thoughts & emotions change will begin to happen this is the only true way to change thought patterns and reactionsAnger is an explosive energy and you may only have 3-5 seconds to become present before it explodes & becomes a full blown temper tantrumIf you are able to catch it and become present it may not even become a full blown tantrum If you are able to recognize that thoughts that arise out of anger are not the truth & just a thought form that comes from anger

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Defusing Hostile SituationsLISTEN TO EMOTION WITHOUT EMOTION

Listen to emotion without emotion & remain calm Let the customer know you are truly listening The art of quiet and thoughtful listening makes the consumer feel that what theyre saying to you is truly important. And asking a closed-ended question such as is this correct? will hopefully lead to a calming keyword: yes.

Listen to emotion without emotion. According to a Psychology Today article, Let Their Words Do the Talking by John R. Schafer, Ph.D., Anger must be vented before offering problem solving solutions. Let the customer convey his or her complaint before offering a reply, and remember that their problem is not with you personally. The customer is yelling (or typing in all caps) to you, not at you, and in the end, they are wanting your help. Allowing them to initially vent without interrupting is a key to initiating calm. Let the customer know you are truly listening. Take notes about their experience (and if you have the opportunity, let the customer know you are going to take notes, which will decrease the speed and volatility of the conversation). After the customer has voiced his or her frustration, repeat the issue back to them and ask if the information you have is correct. a staggering 95% if the customer feels the complaint was resolved quickly.When they are done-summarize what you have heard and ask any questions to further clarify their compliant. 27

Defusing Hostile SituationsAPOLOGIZE & SHOW APPRECIATIONApologize-Without excuses or blameIt makes the customer feel heard & understood & diffuses anger & lets you begin to reestablish trust I apologize. That must have been very frustrating for you; I appreciate you telling me your concerns, or Im sorry weve let you down on this issue. I will do everything in my power to get this quickly resolved.

When its your turn to offer a reply, apologize, empathize and maintain a calm and caring tone. Most customers can tell, whether in writing or voice, if the communication youre offering is scripted or simply half-hearted. To get in the right frame of mind to reply with care to a customer who has been shouting at you for the last 20 minutes, imagine that customer is holding a sign that says make me feel important or imagine the customer is a mystery shopper evaluating your skills at delivering a positive customer experience under challenging circumstances.---

You show appreciation ( which also works wonders) when a patient has finished their rant-kindly interject by thanking them for thanking the time to give you the feedback i.e. thanks for taking the tine to let us know how you feel; Thanks for being so honest; We appreciate customers who let us know when things arent right; and Thanks for caring so much. the reason this one works so well is the last thing the patient expects is for you to react with kindness its the shock factor. They may be stunned silent- allowing you to steer the conversation in the direction you want it to go TAKE OWNERSHIP - 28

Defusing Hostile SituationsEMPATHIZE-SYMPATHIZEShow empathy & sympathy Put yourself in their shoes & show some compassion for what they are going through (works every time) That must have been very frustrating for you; I realize the wait you encountered was an inconvenience; If I was in your shows, Im sure Id feel just as you do(my fave)

A powerful tool used to disarm an angry customer & show you genuinely care about their situation & them as a customer & it will help you not to lose your cool when a patient gets hot & madit also helps you to build a bridge of rapport between between you and them Both sympathy and empathy have roots in the Greek term pthos meaning suffering, feeling. whats the difference? sympathy is feeling compassion, sorrow, or pity for the hardships that another person encounters, while empathy is putting yourself in the shoes of another.Respect and understanding go a long way toward smoothing things over.29

Defusing Hostile SituationsFIND A SOLUTION - FASTFind a solution While placing the patient first, the problem second What Ill do right now is; Let me see how I can fix this, ____; I am more than happy to help you, ____; I recommend that you (insert action here), Sir/Madam, so that I can take further action without delay.

Find a solution.Once you understand why the customer is unhappy, it is time to offer a solution. Ask him what he feels should be done or put forward your own fair and realistic answer to the problem. In most cases, thats all the customer is looking forand may result in providing some degree of satisfaction.In most cases there are two conflicting issues that occur simultaneously when dealing with irate customers. There first issue is the customer emotional distress. The second is the technical or administrative issue that caused the emotional distress. While it may seem logical to focus first on the technical or administrative issue that cause the emotional distress, it is important to acknowledge the customer anger first and the technical issue second.Resolving the technical issue may or may not fully resolve the root cause of the customer distress. Acknowledge the customer concerns first and try to calm down the customer enough to help you concentrate on the technical or administrative problems. Sometimes the technical problem may require much more attention because it may impact other customers. Acknowledge the individual customer emotion first, resolve the specific customer technical issue second and reserve addressing any bigger issues as independent activity.Resolve a complaint in the customer's favor and they will do business with you again 70% of the time.30

Defusing Hostile SituationsFOLLOW-UP

Follow Up Demonstrate compassion & attentiveness after a problem has been resolved shows you care Helps retain & gain customersAre you satisfied with our solution, and will you consider doing business with us in the future?; Is there anything else that I can help you with while I have you on the phone?; Thank youCustomer service is the new marketing. Derek Sivers, CD Baby

Follow up. To ensure customer satisfaction, take a few minutes to follow up with a quick email, post, tweet or call. This common courtesy makes a valuable statement about you and your organizations level of customer care. *****Demonstrating compassion and attentiveness after a problem has been resolved is a powerful message to show that you really do care about the individual customer. This follow up after the anger ahs subsided and the corrective action ahs been demonstrated as effective may be enough retain ;oyal customers and earn a few new ones*****A widely-circulating statistic notes that 95% of unhappy customers dont complain; they just leave and go to a competitor. Angry customers who contact your organization are giving you and your brand the opportunity to make things right, keep their business and possibly create a satisfied brand advocate. Be ready for their call, email, message or social media post.

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Lesson 4: Wrap-upAnger & how you react to it, plays a big role in your overall physical & mental health, even how you are expected to liveThere are a variety of simple ways to control how anger affects you that can be practiced almost anywhere & at any time There are easy proven ways and phrases to calm a hostile patient & if they refuse to calm down, you know how you professionally end the callDisconnecting at the right time can make a difference between a successful call or a frustrated patient who has to call back because they had that one last question

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Summary of Training

We learned some important stats on how customer service (CS) plays a huge role in retaining customers/patients/clients etc. Good Telephone Etiquette Valuable Customer Service skills for In & Out of the workplace Conflict Resolution ~ Anger Management

Allow time for the employees to comment or ask questions and comment. 33

RESOURCES Resources ~75 Customer Service Facts, Quotes & Statistics ~ Help Scout https://www.helpscout.net/75-customer-service-facts-quotes-statistics/ Stress Management Strategies ~ WellCast https://www.youtube.com/watch?v=0fL-pn80s-c Anger Management Techniques ~ WellCast https://www.youtube.com/watch?v=BsVq5R_F6RA&list=PLD-6jALTAhzxMh4SmEQkO-IZU-nnvIaPY

RESOURCES7 Steps For Dealing With Angry Customers ~ Forbes.com ~ http://www.forbes.com/sites/miketempleman/2016/09/07/content-marketing-strategies-for-specific-industries-saas/#4ddf41ae2ce2 10 Powerful Steps to Defuse Angry Customers ~ John Mehrmann ~ http://www.businessknowhow.com/marketing/diffuse-anger.htm Yonyx Telephone Etiquette in Customer Service dos and donthttp://corp.yonyx.com/customer-service/telephone-etiquette-customer-service-dos-dont5 Essential Tips for Excellent Call Center Etiquette by Caitlin Burge http://www.avoxi.com/blog/5-essential-tips-for-top-notch-call-center-etiquette/

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