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Customer Service

Customer ServiceImportance…

It’s difficult for a company to survive without a great customer service team.

• Responsive • Provide timely and courteous response to customers.• Inform customers how we can help.

• Reliable• Make sure you are giving the correct answers• Use your resources

• Respectful• Value ourselves and fellow employees.• Make customers a priority.• Trust our employees to carry out the Department's mission.• Treat customers and each other with professional courtesy and

respect.

The 3 R’s of Customer Service

TREAT THE CUSTOMER THE SAME WAY YOU WOULD LIKE TO BE TREATED!

WAYS TO DEAL WITH RUDE CUSTOMERS

1. Remain calm.2. Don’t take it personally3. Use your best listening skills4. Actively sympathize 5. Apologize gracefully6. Find a solution7. Take a few minutes on your own

Converting a difficult call into a model customer service call with the following

techniques:

TIME TO ROLE PLAY!!!!Customer: Did you even read my email? what I need is a real

person who can think. Next time read the sender's email, consider their actual situation, and consider carefully before

pasting in a generic reply.

What are the different personality types?

Example footnote

Customer Personality Types

• Feeler: Considerate, loyal and sincere, which could be seen as indecisive and over-involved at times.• Entertainer: Charismatic, optimistic and humorous,

which could sometimes come across as self-centered and sarcastic.• Controller: Business-like, direct, decisive, but could be

seen as dictatorial and intimidating.• Thinker: Logical, detailed and calm, seen by some as

unimaginative and stubborn.

Which are you?How would you feel as a customer if:

- You get interrupted repeatedly by the person helping you

- They make a joke not related to your issue

- You make a joke but they ignore it and continue with solving your issue

Walking in Other Peoples’ Shoes

Fundamental Attribution Error

• Making an inference or judgement about a person’s personality based solely on their actions towards you, without any consideration for external factors or context.

• When we see someone doing something, we tend to think it relates to their personality rather than the situation the person might be in.

• A classic example is the person who doesn’t return your call. You could go the usual route and think, “He is an inconsiderate slob and my parents were right years ago when they said I should have dropped him as a friend.” But the fundamental attribution error would remind you that there might very well be other reasons why this person hasn’t called you back. Maybe he is going through major issues in his life. Maybe he is traveling for work. Maybe he honestly forgot.

Multitasking

Resources Are Key

1) Your fellow associates are the best resource2) Ask the client more questions if you do not understand the situation (Have

the client walk through what it is they are trying to accomplish)3) Use tools to help you organize. ie. Outlook, Snagit

As much as it seems like it, our customers do not sit around thinking of ways to annoy us. They just want our

help.