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Developing Winning AttitudesDeveloping Winning Attitudes
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Developing a Winning Attitude Developing a Winning Attitude
To be able to succeed in today’s competitive landscape, a “Winning Attitude” is the most important ingredient.
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Developing a Winning Attitude Developing a Winning Attitude
Through this training, you will learn how to develop and enjoy the “Winning Attitudes” necessary for customer service communication success.
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Developing a Winning Attitude Developing a Winning Attitude
The training comprises of 9 modulesWe will work through one module at a
time (1 per week)Some follow-up work may be required by
you between sessions
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AgendaAgenda
1. Customer focus2. Active listening3. Using positive language4. Adapt your communication style5. Complaints and solutions6. Questioning techniques7. Educating customers8. Controlling the event9. The FUN factor10. Winning attitudes
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Overview Overview
You will discover new ways to effectively help customers via e-mail or phone
The key to a “Winning Attitude”
Learn the benefits of listening techniques
Learn how to provide exceptional customer service
Learn how to effectively control each event
Create a great first impression
Learn the words and phrases that create positive effects
Learn to love the challenge and satisfaction of asking the right questions and educating customers
Learn to use the words and phrases that create positive results
Discover the positive effects of focusing on your customer
You will come to realise that you are the voice of DoubleClick
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Module 1Module 1
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Customer FocusCustomer Focus
Why don’t customers return?What percentage of people would you guess would give one of the following reasons for not doing business with a company again?
___% Friends in business
___% Die
___% Perceived indifference
___% Dissatisfaction with product or service?
___% Competition
___% Move
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Customer FocusCustomer Focus
FOCUS makes it easy…
FOCUS
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Customer FocusCustomer Focus
It’s the obvious that works…
What three techniques would you use to develop trust?1.2.3.
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Customer FocusCustomer Focus
It’s the obvious that works…
What three techniques would you use to develop an understanding the customers needs?1.2.3.
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Customer FocusCustomer Focus
It’s the obvious that works…
What three techniques would you use to present a solution or solve the problem? 1.2.3.
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Customer FocusCustomer Focus
It’s the obvious that works…
What three techniques would you use to gain agreement or customer satisfaction?1.2.3.
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Customer FocusCustomer Focus
The four “S” of an effective opening…
SmileSpeak upSlow downSpeak clearly
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Customer FocusCustomer Focus
Tone says it all…GreetingQuestioningEducating/presenting informationGaining agreementResponding to an aggressive personGood-bye
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Customer FocusCustomer Focus
Use words that motivate…HelpResultsEasySave moneySafeProve
New Guarantee Discover Time saver Results
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Customer FocusCustomer Focus
Use the persons name…
Shows your listeningShows you appreciate them
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SummarySummary
In this session you learned about the importance of “Customer Focus”
You can now apply what was learned when in contact with clients
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Module 2Module 2
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Active ListeningActive Listening
What are 10 reasons why listening will help you achieve results?1.2.3.4.5.6.7.8.9.10.
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Active ListeningActive Listening
Acknowledge the person
1. To show you are listening and understand2. To develop a rapport and make the caller feel
comfortable3. To clarify and correct information4. To help you concentrate
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Active ListeningActive Listening
Techniques for better listening….1. Develop the ______ to be a good listener. Your
________ is the most important factor.2. Voice ____________ to the caller.3. Don’t __________. Make sure that the caller
has fully expressed his/her thoughts so that you understand his/ her full meaning.
4. If the caller interrupts you, what should you do?
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Active ListeningActive Listening
Techniques for better listening….5. Fully________ and _________. Listening is an
active skill.6. Limit your talking. You have two ____ and one
_____, use the accordingly!7. If you don’t understand something, ask for
_______.8. Take ____. You are unobserved.9. Talking is sharing. Listening is ______.
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SummarySummary
Listening is an active skillIt helps us to understand the customers
needsIt can be applied easily and the benefits are
that it helps you to control the call and solve the customers problem.
Allowing the customer to be heard helps avoid a feeling of indifference!
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Module 3Module 3
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Using Positive LanguageUsing Positive Language
Negatives: Blame Past Can’t Try Criticism Dictate
Positives Solution Present or future Can Will Praise / benefits Educate
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Using Positive LanguageUsing Positive Language
Avoid combat come-ons… You didn’t do the right thing. You are wrong. DoubleClick policy is… You have to talk to… I don’t have authority too You are confusing me Unfortunately you should have What is your problem? No problem. I know how you feel
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Using Positive LanguageUsing Positive Language
Avoid combat come-ons… You didn’t do the right thing. You are wrong.
– Try it this way it’s easy… DoubleClick policy is…
– What you can do is…
– What we can do is… You have to talk to…
– I recommend that you speak with ….they can help you with that
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Using Positive LanguageUsing Positive Language
Avoid combat come-ons… I don’t have authority too
– Let me check the best way to do that and I will get back to you.
You are confusing me– Could you help me by rephrasing that?– Let me check that I understand…
Unfortunately you should have– Lets do this…– I recommend… – You can…
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Using Positive LanguageUsing Positive Language
Avoid combat come-ons… What is your problem? No problem.
– What can I do to help you? I know how you feel
– I understand…– I appreciate…
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Using Positive LanguageUsing Positive Language
Avoid combat come-ons…There is nothing I can doI will try to get that information for youThere has been an error on that persons partThe system is downDo you have any questions? Do you understand?Yes, but…No that’s not possible
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Using Positive LanguageUsing Positive Language
Avoid combat come-ons… There is nothing I can do
– I can arrange for you to speak with… I will try to get that information for you
– I will source that information for you There has been an error on that persons
part– Let’s see what we can do to fix that
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Using Positive LanguageUsing Positive Language
Avoid combat come-ons… Do you have any questions? Do you
understand?– Do you think that you can do that?– Can I clarify this further with you?
Yes, but…– I will check to see how we can assist– What we can do is…
No that’s not possible– What we can do is…
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SummarySummary
Listening is an active skillIt helps us to understand the customers
needsIt can be applied easily and the benefits are
that it helps you to control the call and solve the customers problem.
Allowing the customer to be heard helps avoid a feeling of indifference!
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Module 4Module 4
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Adapting your communication styleAdapting your communication style
Choose the characteristics that most describe you…
Style 1__ Decisive__ Independent__ Tends to be dominant__ Strong willed__ Wants immediate results__ Cause action__ Likes power and authority__ Likes freedom from control__ Outspoken__ Wants direct answers__ Restless__ Competitive__ Adventurous__ Assertive
Style 2__ Optimistic__ Tends to be exciting/stimulating__ Generate enthusiasm__ Often dramatic__ Open and friendly__ Likes working with people__ Desires to help people__ Like participating in groups __ Wants freedom of expression__ Wants freedom from detail__ Like change, spontaneity__ Persuasive__ Appears confident__ Likes recognition
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Adapting your communication styleAdapting your communication style
Choose the characteristics that most describe you…
Style 3__ Orderly__ Performs exacting work__ Like assurance of security__ Uses critical thinking__ Follows rules__ Reads and follows instructions__ Prefers status quo__ Prefers no sudden or abrupt change__ Tends to be serious and persistent__ Cautious__ Diplomatic__ Respectful__ Agreeable
Style 4__ Patient__ Good listener__ Shows loyalty__ Concentrates on task accuracy__ Likes security and stability__ Needs good reasoning for change__ Home life a priority__ Expects credit for work done__ Likes traditional procedures __ Dislikes conflict__ Neighbourly__ Considerate toward others__ Important to perform good work
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Adapting your communication styleAdapting your communication style
If you became the customer how would you to be assisted with your enquiry? Taskmaster…
Positive first impression:Behaviour you reject:Communication style:Demonstration of stress:Listening style:Time orientation:Concerns to overcome:
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Adapting your communication styleAdapting your communication style
Style 1 –TaskmasterHandy Hints for dealing with us…
1. Be precise2. Get to the point3. Make it snappy
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Adapting your communication styleAdapting your communication style
If you became the customer how would you to be assisted with your enquiry? Enthusiast…
Positive first impression: Behaviour you reject: Communication style: Demonstration of stress: Listening style: Time orientation: Concerns to overcome:
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Adapting your communication styleAdapting your communication style
Style 2 – EnthusiastHandy Hints for dealing with us…
1. Like to pass the time of day – love to chat
2. Friendly3. Don’t get too detailed
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Adapting your communication styleAdapting your communication style
If you became the customer how would you to be assisted with your enquiry? Analyst…
Positive first impression: Behaviour you reject: Communication style: Demonstration of stress: Listening style: Time orientation: Concerns to overcome:
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Adapting your communication styleAdapting your communication style
Style 3 – AnalystHandy Hints for dealing with us…
Be precise1. Give plenty of detail2. Need time to digest the information but
work to deadlines
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Adapting your communication styleAdapting your communication style
If you became the customer how would you to be assisted with your enquiry? Mainstay…
Positive first impression: Behaviour you reject: Communication style: Demonstration of stress: Listening style: Time orientation: Concerns to overcome:
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Adapting your communication styleAdapting your communication style
Style 4 – Main StayHandy Hints for dealing with us…
1. Can be over friendly2. Don’t get too technical3. Make it snappy
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SummarySummary
Being able to adapt your communication style is an important part of dealing with customers
You ability to adapt to different styles may have a profound affect on how you deal with different personalities.
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Module 5Module 5
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Complaints and SolutionsComplaints and Solutions
Finding a solution may require you too:1. Apologise2. Investigate3. Educate4. Rectify5. Ask what they expect
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Complaints and SolutionsComplaints and Solutions
How would you find the solution to the following type complaint?What language would you use?
“Request beyond agreement”
Eg:
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Complaints and SolutionsComplaints and Solutions
How would you find the solution to the following type complaint?What language would you use?
“technology they don’t understand”
Eg:
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Complaints and SolutionsComplaints and Solutions
How would you find the solution to the following type complaint?What language would you use?
“No body got back to me as promised”
Eg:
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Complaints and SolutionsComplaints and Solutions
How would you find the solution to the following type complaint?What language would you use?
“The did not get the help or service they expected”
Eg:
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Complaints and SolutionsComplaints and Solutions
Six steps of complaint management
1. Listen carefully and give listening noises.“I see, I understand, etc”
2. Acknowledge how they feel by showing the right amount of empathy. So not overdo the empathy thing…but do not ignore the emotion.
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Complaints and SolutionsComplaints and Solutions
Six steps of complaint management
3. Let them know that you can help and clarify the situation
4. Find a solution that rectifies the situation– Do you investigate?– Do you apologise again?– Do you educate and correct misinformation?– Do you ask what they expect? Why?
“How would you like this matter resolved?”
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Complaints and SolutionsComplaints and Solutions
Six steps of complaint management
5. Repeat back to the customer what you will do and ask for agreement:“Does that clarify the situation?Does that meet your needs?Is that helpful to you?
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Complaints and SolutionsComplaints and Solutions
Six steps of complaint management.
6. Thank the customer for the complaint.- “Thank you for telling me about this so
that we can rectify it for you.”
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SummarySummary
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Module 6Module 6
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Questioning TechniquesQuestioning Techniques
Types of questions1. Closed ended questions
– Often begin with have, has, are, did, would, could
– Used to direct and manage conversation– Used to clarify or qualify– Usually get a one word answer such as
“yes” or “no”
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Questioning TechniquesQuestioning Techniques
Types of questions2. Open ended questions
– Often begin with who, what, when, why, how
– Used to encourage speaker to talk– Used to gain information
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Questioning TechniquesQuestioning Techniques
Questions that will help ascertain the problem quickly?
2. Open ended questions– My ads are not serving– My ads do not click through– Reporting discrepancies
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Questioning TechniquesQuestioning Techniques
Questions that will help ascertain the problem quickly?
2. Open ended questions– My ads are not serving– My ads do not click through– Reporting discrepancies
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SummarySummary
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Module 7Module 7
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Educating the agentEducating the agent
Educate the customer in a concise manner. Explain the solution Explain where they can find out more
information (support site) Offer training if necessary
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SummarySummary
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Module 8Module 8
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Controlling the callControlling the call
1. Concentrate on the purpose of the call and focus on the needs of the customer.
2. Let the agent know immediately what you are going to do for him/her.
3. If you are loosing control of the call interject with the persons name and use a closed question to get the customer back on track and then direct the questions.
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Controlling the callControlling the call
3. If you are loosing control of the call interject with the persons name and use a closed question to get the customer back on track and then direct the questions.
4. Don’t voice encouragement to a customer that is rambling on.
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Controlling the callControlling the call
5. If the person repeats themselves, it means that he/she feels that you haven’t understood what they said or wants you to acknowledge what they said.
6. Use the team approach.– “Lets solve this…”– “Lets get this information for you now…”
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Controlling the callControlling the call
7. Take control by taking responsibility.“My name is …. I make sure that…”
8. Use wind up phrases“Thank yo for…”“I won’t delay you any longer.”“I will e-mail that to you now”“Has that been helpful?”
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Module 9Module 9
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Developing a Winning Attitude Developing a Winning Attitude
P -R -I -C -E -
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SummarySummary
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Where to Get More InformationWhere to Get More Information
Other training sessionsList books, articles, electronic sourcesConsulting services, other sources