Exceptional Customer Service

1. Exceptional Customer Service

2. Customer Service Score

3. How would you rate the level of customer service that your office currently delivers? • Exceptional Customer Service • Good Customer Service • Meh, Could Improve • We have Some Work to do • Customer Service, What is that?

4. 8 Essential Tips • Who is “The Customer” • Stay Positive • Empathy • Power of the Smile • Active Listening • Meeting the Customers Basic Needs • Judgment + Conclusion = Bad Customer service • Positive Close

5. 1 Who is “The Customer”

6. CUS-TOM-ER [kuhs-tu-mer] noun • A person who purchases goods or services from another; buyer; patron. • Informal. A person one has to deal with: tough customer; a cool customer.

7. Internal Customer

8. External Customer

9. “I am only one; but still I am one. I cannot do everything, but still I can do something. I will not refuse to do the something I can do.” - Helen Keller

10. 2 Stay Positive

11. Customer service is not a department, it is an ATTITUDE!

12. It’s All About Attitude- Daily Affirmation • Assist my customers with a smile • Be attentive • Be prepared • Solve a customer’s problem • Maintain a positive frame of mind • Compliment someone else on their delivery of customer service.

13. 3 Ways to Develop andKeep a Positive Attitude: • Make a conscious choice to be positive. Encourage yourself to see the benefits before you see the negatives in any situation. • Set daily goals relating to specific behavior that supports a positive attitude. You will recognize more of your positive behaviors if you’re focused on a specific goal. • Do more things that bring you joy – on and off the job

14. We cannot change our past. We can not change the fact that people act in a certain way. We can not change the inevitable. The only thing we can do is play on the one string we have, and that is out attitude. - Charles R. Swindoll

15. 3 Empathy

16. “I am not good at empathy. Will you settle for sarcasm?” - Bumper Sticker

17. THOUGHTS FEELINGS CONCERNS

18. Example Empathy Statements • “It sounds like you are having a hard time…” • “I’m really sorry to hear that…” • “I cant tell you how sorry I am that this happened…” • “This must be a difficult time…”

19. “Empathy – Don’t Leave Home Without It” - Bumper Sticker

20. 4 Power of a S.M.I.L.E

21. Face-to-Face • Communication 7% 38% 55%

22. Verbal Communication • Tone of voice • Inflection in the voice • Rate of speech • Intensity

23. Non-Verbal Communication • Make immediate eye contact • Watch body language that can send the wrong message • Nod to indicate you are listening

24. SAMPLE S M • Maintain eye contact • Motivate a co-worker to provide better service I • Improve your skills • Inflect the appropriate tone L • Listen to the customer without interrupting them • Look for ways to improve communication E • Explain what you CAN do to help the customer • Educate the customer about the process • Show you care by smiling • Solve a customer’s problem

25. 5 Active Listening

26. Active Listening Barriers • Being preoccupied • Multi-Tasking • Thinking about your response before the customer finishes talking • Jumping to conclusions based on personal beliefs

27. 3 Active Listening Techniques: • Be other-directed; focus on the person communicating. Follow and understand the speaker as if you were walking in their shoes Listen with your ears but also with your eyes and other senses. • Be involved: Actively respond to questions • Use your body position (i.e. sitting straight up in your chair) and attention to (verbal nods) to signal your interest.

28. 6 Meeting the Customers Basic Needs

29. Customers don’t expect you to be perfect. They just want a solution.

30. Check for Understanding • Ask clarifying questions • Summarize your understanding

31. Example Clarifying Questions • “Could you please tell me more about the problem you are experiencing?” • “What actions have been taken thus far?” • “When did you submit your documentation?” • “Which forms are you referring too?”

32. Recommend a Solution if Possible • Provide a thorough explanation – more than a one-word answer • Make sure your tone fits the message • Speak clearly, avoid jargon • If you don’t know the answer, say so, BUT find out

33. When you can’t fulfill the customer’s requests • Explain the reason • Show empathy • Tell the customer what you CAN do; offer and alternative solution or option but NEVER offer what you cannot deliver

34. 7 Judgment + Conclusion = Bad Customer Service

35. Customer Situations are Unique • Preconceived notions • Past Experience

36. 8 Positive Close

37. Before You Say Goodbye • Ask if the customer understands what he/she must do and/or what you will do • Inform customer if all his/her questions have been addressed • Look up customer’s account (make a note of record) • Check to see if you need anything from the customer that wasn’t addressed • Provide a phone number and best time to reach you.

38. 8 Essential Tips • Who is “The Customer” • Stay Positive • Empathy • Power of the Smile • Active Listening • Meeting the Customers Basic Needs • Judgment + Conclusion = Bad Customer service • Positive Close

39. Sources • Customer Service 101: Basic Lessons to Be Your Best – Renee Evenson • Dictionary.com • Keeping Them Calling! Superior Service on the Telephone by Sherry L. Barrett. • www.brainyquote.com/ • Mindtools.com • Studygs.net • Knock your Socks off Answers (Solving Consumer Nightmares and Soothing Nightmare Customers) – Kristin Anderson and Ron Zemke • Super Service – Val and Jeff Gee • Best Practices in Customer Service – Ron Zemke and John A. Woods • Exceptional Customer Service – Lisa Ford, David McNair, and Bill Perry • Great Customer Service on the Telephone – Kristin Anderson

40. Questions??? Denise Ruiz , Territory Manager, Responsible Repay