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8/3/2019 NERComp Training for CS and TB
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Training forCustomer Service and
Team BuildingMarie DiRuzza
Assistant Director, Desktop ServicesWorcester Polytechnic Institute
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Importance of Training forCustomer Service
Customer Perceptions To the Customer you ARE the company
Organizations with Happy Customers are
more successful Financial Benefits
Happy Customers come back
Happy Customers tell their friends Providing good Customer Service doesnt
come naturally to everyone.
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How do customers evaluate service
Quality?
R
A
T
E
R
ReliabilityDeliver on Promises with dependability &accuracy
Assurance - Knowledge, courtesy, ability to convey trust,
competence and confidence
Tangibles - Facilities appearance, comfort, look and feel ofMarketing materials, etc.
Empathetic -Degree of caring and individual attention the
customer receives
Responsive - Willingness to help promptly withoutdistraction
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Reliability - The Service Promise
Organizational commitments Promises made via advertising, marketing, policies,
contracts, etc.
Common Expectations Customer expectations are often based on
assumptions and past experience
Personal Promises
Agent to customer promises
Often the challenge is to reshape customer expectations.Are you training your folks how to do this?
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Assurance & Tangibles
Assurance Factor
Product Knowledge & Company Knowledge
Listening Skills Active listening skills
Communications Skills - includes verbal and written(in-person, phone, and email service)
Problem-Solving Skills
Tangibles
Take pride in your environment, yourself, yourworkspace and any forward-facing deliverymechanisms (online and marketing materials too!)
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Empathy & Responsiveness
Empathy
Recognize the Emotional State of the Customer;validate their feelings
Treat each person as an individual Responsiveness
Respond quickly
Set Expectations deliver on those expectations
Research shows that the most frustrating part of waitingis not knowing how long the wait will be.
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Training for Customer Service
Train for Active Listening, Questioning,etc.
Use Case Studies to open discussions
Group Activities
Role Playing, scavenger hunts.
FISH! Philosophywww.thefishphilosophy.com
http://www.thefishphilosophy.com/http://www.thefishphilosophy.com/8/3/2019 NERComp Training for CS and TB
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Active Listening
Pay attention to Content & Intent
Ask great questions Use activities that hone questioning skills
See the big book of customer service training games Tips:
Tune in to the other person
Limit distractions
Dont jump to conclusions Take notes and reflect information back
Be prepared use a Question Map/Flowchart
Turn off your own worries
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Responsibility of Leadership
The following quote from The LeadershipChallenge, outlines the responsibility ofleadership in Customer Service Delivery
Lindsay Levin took over the reigns of her familyautomotive business, Whites Limited, at only 29years old. She talks about what she knowsabout enabling her folks to provide greatcustomer service.
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Resources
Anderson, Kristin & Zemke, Ron. Delivering Knock Your Socks off Service.United States of America: AMACOM, 1998.
Carlaw, Peggy & Deming, Vasudha Kathleen. The big book of customer servicetraining games. United States of America:McGraw-Hill Companies, Inc.,1999.
Friedman, Nancy a.k.a The Telephone Dr.http://www.telephonedoctor.com/
The Berkshire Leadership Group Steven Green presentingDelivering Exceptional Customer Service
Weisler, Kirk. Teambuilding Made Easy. SupportWorld Magazine. Alsoavailable at: www.kirkweisler.com
http://www.telephonedoctor.com/http://www.kirkweisler.com/http://www.kirkweisler.com/http://www.telephonedoctor.com/8/3/2019 NERComp Training for CS and TB
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Questions?
Marie [email protected]
mailto:[email protected]:[email protected]