“It’s an Attitude”

Facilitator: Willie JohnsonPerformance Improvement & Training Consultant

Customer Service

Learning Objectives

• Emphasize importance of Attitude in CS

• Raise awareness of CS mistakes.

• CS Telephone Techniques

• How to handle the Irate Customer

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

Excellence

Many times the difference between failure and success is doing something

nearly right….or doing it exactly right.

Avoid the Biggest Customer Service Mistakes

• Lack of urgency• Not listening• Asking closed ended

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

day show• Poor follow-up

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

Five (5) Things All Customers Want

• Communication• Accessibility• Knowledgeable

People• Reliability• Empathy

Keys To Maintaining Superior Customer Relationships

• Getting closer to your customers and making it easier for them to do business

• Staying focused on your customers needs• Evaluating your customers• Asking for customer feedback• Letting customers know you appreciate their business• Remove “1” simple word:…. BUT• *Customers may always right; but you the

Customer Service Provider, make the difference!

Do something to get excited about ?

Then let it show Then let it show

Share it with others

Share it with others

If you want success, get in your customers’ faces and serve them to death.

Tom Peters

Do you think these guys are passionate about their job ?

Customer Dislikes

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 !

Telephone Techniques

• Why do people call?

• Your strategic tool kit ( V and VT )

• Goals of an effective greeting

• Managing the flow of the call

• Wrapping up the call

• Handling Customer Types (i.e. - Irate)

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.

The AssumerThese customers are so quiet, you can’t tell

whether they are still on the phone

“When E.F. Hutton speaks, people listen……..”

Solution: To make sure they understand what you’re saying, pepper your conversation with lots of open ended questions.

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

Taking Care Of Customer Problems

• When customers bring problems to your attention, always thank them for addressing the problem with you and allowing you the opportunity to solve the problem.

• Apologize if service received was below standard….

• Remember - you are part of a “BIG” team. Use other team members to obtain desired results..

Stress = Distress

23

Level3

Service the customerwould love to have,but doesn’t expect

Level 2

Generally expectedservice levels;nothing special

Level1

Minimum service levelnecessary to simply

call yourself a business

Level4

Anticipate the customer’s needs and provide services to

match, without being asked

Client Hierarchy of ServicesClient Hierarchy of Services____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Closing Summary

• 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 • Thank customers for their business

In Conclusion

• Great Service Begins With You !!