Post on 30-Mar-2015
transcript
HHarnessing aarnessing a
Customer
MMindedinded
WWorkforceorkforce
Customer ServiceCustomer Service
Challenge your Challenge your paradigmparadigm of customer of customer service...service...
Foster a culture of Foster a culture of
customer service excellencecustomer service excellence
Customer Service ExcellenceCustomer Service Excellence
CustomerCustomerAnyAny person needing person needing anyany service from service from anyany
employee at employee at anytime.anytime.ServiceServiceWork, information and assistance which fulfills the Work, information and assistance which fulfills the
customer’s need(s).customer’s need(s).ExcellenceExcellenceConsistently meeting and often surpassing the Consistently meeting and often surpassing the
customer’s expectations in the provision of customer’s expectations in the provision of services.services.
Customer Service Excellence Customer Service Excellence ModelModel
Personal AccountabilityPersonal Accountability
Personal AccountabilityPersonal Accountability
Who made that mistake again?Who made that mistake again?
When am I going to get the training I need?When am I going to get the training I need?
That’s not my job!That’s not my job!
Why do I have to sit through this training?Why do I have to sit through this training?
Personal AccountabilityPersonal Accountability
NegativityNegativity
TensionTension
Create fear - eggshellsCreate fear - eggshells
Build walls between customersBuild walls between customers
Personal AccountabilityPersonal Accountability
Accountable questions:Accountable questions:• Begin with “what or how”Begin with “what or how”
not “why, when or who”not “why, when or who”• Contain an “I” Contain an “I”
not “they, them, we or you”not “they, them, we or you”• Focus on solutions not problemsFocus on solutions not problems
Personal AccountabilityPersonal Accountability
How can I improve the situation?How can I improve the situation?
What solution can I provide?What solution can I provide?
How can I do my job better today, with the How can I do my job better today, with the resources I do have?resources I do have?
What can I take away from this training?What can I take away from this training?
Personal AccountabilityPersonal Accountability
Improving processesImproving processes
Enhancing interpersonal Enhancing interpersonal interactionsinteractions
Professional CommunicationProfessional Communication
VerbalVerbal
Non-verbalNon-verbal
Professional CommunicationProfessional Communication
PromptPrompt
Respectful & PoliteRespectful & Polite
Appropriate volumeAppropriate volume
Use the customer’s nameUse the customer’s name
Use positive wordsUse positive words
Give customer control by Give customer control by creating optionscreating options
Avoid “can’t” and “policy”Avoid “can’t” and “policy”
Professional CommunicationProfessional Communication
Situation: caller wants confidential Situation: caller wants confidential informationinformation
Avoid: “we can’t give you that information, Avoid: “we can’t give you that information, our policy is to only release that our policy is to only release that information if we have a signed release.information if we have a signed release.
Try: “the way we prevent our patients’ Try: “the way we prevent our patients’ confidentiality is by releasing that confidentiality is by releasing that information only with a release form information only with a release form signed by the patient.”signed by the patient.”
Professional CommunicationProfessional Communication
““What you do speaks so loudly, I cannot What you do speaks so loudly, I cannot hear what you say.”hear what you say.”
- Ralph Waldo Emerson- Ralph Waldo Emerson
Professional CommunicationProfessional Communication
Eye ContactEye Contact
SmileSmile
Personal AppearancePersonal Appearance
Work AreaWork Area
Open, friendly and Open, friendly and focused body focused body languagelanguage
Sincere and Sincere and enthusiastic tone of enthusiastic tone of voicevoice
Platinum RulePlatinum Rule
PrioritizePrioritize Prioritize people over tasksPrioritize people over tasks Prioritize patients firstPrioritize patients first Make people feel importantMake people feel important
Platinum RulePlatinum Rule
EmpathyEmpathy
The ability to identify the feelings and The ability to identify the feelings and perspectives of othersperspectives of others
• Listen to verbal and non-verbal cuesListen to verbal and non-verbal cues• Recognize your customer’s circumstancesRecognize your customer’s circumstances• Ask pertinent questionsAsk pertinent questions
Platinum RulePlatinum Rule
RespectRespect Each customer has an unique characterEach customer has an unique character Appreciate their individuality and Appreciate their individuality and
differencesdifferences Respect makes others feel importantRespect makes others feel important
If you are going to achieve If you are going to achieve
excellence in big things, excellence in big things,
you develop the habit in little matters. you develop the habit in little matters.
Excellence is not an exception, Excellence is not an exception,
it is a prevailing attitude.it is a prevailing attitude.
Colin PowellColin Powell