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Communicating Effectively with our Members Kentucky Association of Electric Cooperatives

Communicating Effectively with our Members Kentucky Association of Electric Cooperatives April 19, 2011 The ABC’s of Effective Customer Service. Signal Mountain. Chattanooga. I’m from E. Tennessee. Our New Motor Home. Our New High-Rise Condo. Our Jacuzzi. “POP QUIZ”.

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Communicating Effectively with our Members Kentucky Association of Electric Cooperatives

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  1. Communicating Effectively with our Members • Kentucky Association of Electric Cooperatives • April 19, 2011 • The ABC’s of Effective Customer Service

  2. Signal Mountain Chattanooga I’m from E. Tennessee

  3. Our New Motor Home

  4. Our New High-Rise Condo

  5. Our Jacuzzi

  6. “POP QUIZ”

  7. The A-B-C’s of EffectiveCustomer Service A_______ B________ C______ C______

  8. The A-B-C’s of EffectiveCustomer Service Attitude B________ C______ C______

  9. The A-B-C’s of EffectiveCustomer Service Attitude Behavior C______ C______

  10. The A-B-C’s of EffectiveCustomer Service Attitude Behavior Choice C______

  11. The A-B-C’s of EffectiveCustomer Service Attitude Behavior Choice Control

  12. Customer expectations and communications principles.

  13. “POP QUIZ”

  14. Complete the following sentence: “As a customer, Iexpect ...”

  15. Customers Expect... • F_______ (R_______ ) S_______ • R_____ • I__________ • U____________

  16. Customers Expect... • Friendly (R_______ ) S_______ • R_____ • I__________ • U____________

  17. Customers Expect... • Friendly (Respectful) S_______ • R_____ • I__________ • U____________

  18. Customers Expect... • Friendly (Respectful) Service • R_____ • I__________ • U____________

  19. Customers Expect... • Friendly (Respectful) Service • Results • I__________ • U____________

  20. Customers Expect... • Friendly (Respectful) Service • Results • Information • U____________

  21. Customers Expect... • Friendly (Respectful) Service • Results • Information • Understanding

  22. The Four “A’s” of • Friendly (Respectful) Service Ac_______ge Ap______te Af___m As___e

  23. The Four “A’s” of • Friendly (Respectful) Service • Acknowledge Ap______te Af___m As___e

  24. The Four “A’s” of • Friendly (Respectful) Service • Acknowledge • Appreciate Af___m As___e

  25. The Four “A’s” of • Friendly (Respectful) Service • Acknowledge • Appreciate • Affirm As___e

  26. The Four “A’s” of • Friendly (Respectful) Service • Acknowledge • Appreciate • Affirm • Assure

  27. How do customers measure • Results • How.. ? • How… ? • How… ?

  28. How do customers measure • Results • How much does it cost ? • How… ? • How… ?

  29. How do customers measure • Results • How much does it cost ? • How long does it take ? • How… ?

  30. How do customers measure • Results • How much does it cost ? • How long does it take ? • How often does it happen ?

  31. What about…. • Information • How a_______ ? • How c_______ ? • How r________ ?

  32. What about…. • Information • How accurate ? • How c_______ ? • How r________ ?

  33. What about…. • Information • How accurate ? • How complete ? • How r________ ?

  34. What about…. • Information • How accurate ? • How complete ? • How relevant ?

  35. The Communication Cycle

  36. Int___________ In____ Sender Receiver Im____ The Communication Cycle Message Feedback

  37. Intent Int___________ Sender Receiver Im____ The Communication Cycle Message Feedback

  38. Intent Interpretation Sender Receiver Im____ The Communication Cycle Message Feedback

  39. Intent Interpretation Sender Receiver Impact The Communication Cycle Message Feedback

  40. Intent Interpretation Sender Receiver Impact The Communication Cycle Message Clarify your… Feedback

  41. Intent Interpretation Sender Receiver Impact The Communication Cycle Message Clarify your… Feedback

  42. Intent Interpretation Sender Receiver Impact The Communication Cycle Message Choice Feedback

  43. “POP QUIZ”

  44. What are the Eight Dumbest Things We Say To Our Customers ?

  45. Choosing the right “script” What not to say What to say instead “You’ll have to (need to...)” “I don’t know” “I’ll try (do my best...)” “What’s the problem?” “I’m sorry!” “I’m sorry you feel that way.” “It’s company policy!” “Are you sure?”

  46. You’ll have to speak to someone in the billing department...

  47. Choosing the right “script” What not to say What to say instead “You’ll have to (need to...)” Replace 2nd person with 3rd “I don’t know” “I’ll try (do my best...)” “What’s the problem?” “I’m sorry!” “I’m sorry you feel that way.” “It’s company policy!” “Are you sure?”

  48. Someone in billing can help you with that… Would you like me to ring that extension for you?

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