“It’s an Attitude”

Delivering Exceptional Telephone

Customer Service

Service is the lifeblood of any organization. Everything flows from it and is nourished by it.

Customer service is not a department…it’s an attitude.

Attitude – Attitude - Attitude

Learning Objectives

• Emphasize importance of Attitude in CS

• Raise awareness of the steps to great CS

• CS Telephone Techniques

• How to handle the Irate Customer

Steps To Outstanding Customer

• Enthusiasm• Adaptability• Empathy• Responsiveness• Resiliency• Reliability• Assurance• Ownership

Biggest Customer Service Mistakes

• Displaying lack of urgency

• Not listening• Asking closed ended

questions ( ??? )• Lack of concern• Letting your bad hair

day show• Poor follow-up

Maintaining Customer Relationships

• Stay focused on customer needs (relationships)

• Be an “active” and Empathic listener• Become knowledgeable in many areas• Maintain a positive attitude about your job,

your customer and your organization• Strive for win-win customer relationships• Apologize for poor service

More “Points” to Remember

• Don’t Over-React to Customer’s Mistakes

• Provide fair hearing – Don’t interrupt

• Help the customer save face

• Don’t linger on customer mistakes

• Speak the customers language

Your Friend – The Telephone!!

Would you treat these people any differently on the phone if you could actually see them ??? If so, why ???

Guys: It might be Daisy Fuentes on the line !Girls: It might be Antonio Banderas calling !

Why Do People Call?“They Need Help”

• Address Customers with Respect

• Model Good Telephone Etiquette

• Understand Impact of Your Message

Customer Dislikes

Communicate with your customers as you would with your kids ! Keep it simple and make sure it is clear; then make sure they understand.

Message Impact

Words Tone

Non Verbal

7 % Words38 % Tone55 % Non Verbal

Customer Service and the TelephoneYOUYOU are the Company!are the Company!

Customer Service and the TelephoneThe Listener’s Imagination

1 Words - What do you convey in what you say?

2 Tone or Voice Quality

3 Factors Form the Caller’s Perception3 Factors Form the Caller’s Perception

Customer Service and the Telephone3 Factors Form The Caller’s Perception

• What affects our tone?Attitude Job SatisfactionPersonal IssuesHaving a bad dayPrevious bad phone call

2 Tone or Voice Quality2 Tone or Voice Quality

Customer Service and the Telephone3 Factors Form The Caller’s Perception

• What can I do to Improve?Project SincerityProject friendlinessShow responsivenessAvoid sounding mechanical

2 Tone or Voice Quality2 Tone or Voice Quality

Customer Service and the TelephoneThe Listeners Imagination

3 Phone Etiquette

3 Factors Form the Caller’s Perception3 Factors Form the Caller’s Perception

1 Words Words 2 Tone or Voice QualityTone or Voice Quality

Telephone Techniques

• Know & use your strategic tool kit(1) Vocabulary Choices (2) Voice Tone

• Use effective greetings• Manage the flow of calls

– Acknowledge and Take The Lead

• Wrap up the call properly

• Lear to Handle all customer Types

The “Irate” Customer

• Manage your stress• Let them tell story• Apply empathy and

ample reassurance• Render solution in the

form of an:– Answer

– Process

– Another Person

The Expert/Walking Encyclopedia

They seem to know more than you do about your product and your company. They flood you with facts and stats.

Solution: Stroke their egos by complimenting them on their knowledge.

Then ask how you can help them.

The TwisterThey somehow twist your words into

something you’re sure you didn’t say.

Solution: Keep it short and simple. Repeat yourself and use closed ended questions that require a simple yes or no answer.

The InterrupterThey make you want to yell “shut up and

listen,” but you can’t.

Solution: Suggest that the best way for you to help them is for you to brief them first, assuring you’ll leave them plenty of time for any questions they may have.

Dealing With Customer Issues(Points To Remember)

• Positive Attitude

• Keep it Professional not Personal

• Treat all customers the way “they” want to be treated.

The Well Rounded EmployeeService & Customer Oriented

In Conclusion

• Great Service Begins With You !!