Exceeding Customer Expectations “Beyond Customer Service”

1. Exceeding Customer Expectations“Beyond Customer Service” Presented by the Department Of Learning Gene Wheeler & Carolyn Grier

2. Provide a workable definition of customer service Explain the importance of the moment of truth Describe what drives customer service Describe who our customers are Explain the key to providing exceptional internal customer service Describe the obstacles to collaboration Define each area of core customer expectations Distinguish between what happens when a customers expectations are met or not met Outline reasons customers complain Explain the customer evaluation formula and its importance Describe the three levels of behaviors typically used when interacting with customers Explain three things that can be done to improve customer service Explain why perceptions are complicated and can impact the level of service provided a customer Explain how nonverbal communication deters exceptional customer service List and explain the four steps to excellent customer service ObjectivesParticipants should be able to accomplish the following at the end of this training program: 2

3. Pre-Test 3 CareerSource Palm Beach County, for Training Purposes

4. What is customer service? • Answering Questions • Solving Problems • Untangling Log-jams • Fixing What’s Broken • Improving What’s Not Broken • Finding What’s Lost • Soothing The Irate • Reassuring The Timid 4

5. CareerSource Employees &Customer Service • We get too busy, focused, • distracted 5

6. What quality level would you accept? 98% 97% 95% 90% 99% 96%  6 6

7. Oops! 7

8. What is a Moment of Truth? The First 15 seconds with the customer sets the tone and creates an image of the entire company in the mind of the customer. 8

9. Examples of Customer Service Good Bad Ugly 9

10. What Were The Moments of Truth? 10

11. What Drives Customer Service? • Clear Vision/Mission and Promise • Understanding Customer Service Basics • Commitment • Core Customer Expectations 11 11

12. Exceptional Customer Service 12

13. Vision We Connect Businesses With Talent 13

14. Mission To be recognized by businesses as the primary source for talent in Palm Beach County 14

15. Promise • Dedicated team of professionals, who understand the needs of Palm Beach County Job Seekers • Driving economic development through matching talent to the needs of the employer • Effective partnerships with educational providers and employers 15

16. Commitment… To Excellence a. organizational commitment b. departmental commitment  c. individual commitment 16 16

17. Who are the Customers? • Internal • External • Primary 17

18. Internal Customers 18

19. If you’re not providing direct client service, You Are Supporting Someone Who Does! 19

20. Who are your internal customers? • Who do you depend upon, to get your work done? • How does your job affect theirs? • Have you ever asked them if anything you can do would make their job easier? • Do you know their priorities? Their barriers to better service? 20

21. So the question is… Would I like to do business with me? 21 21

22. Collaboration, One Team, One Voice, One Goal • We are all interdependent on each other • Benefits: • Work toward common goals • Build mutual support • Stimulate each other to do better • More commitment and motivation to accomplish the goals Key to Internal Customer Service 22

23. Obstacles to Collaboration 23

24. Obstacles to Collaboration, Constant Critic • Put-downs, insults, belittling comments • Constantly criticizes other people’s competence • Negatively reacts to others’ contributions with sighs, frowns or the “just sucked a lemon” look. • Blames others for errors. 24

25. Obstacles to Collaboration, The Two-Headed Snake • Pretends to be nice while sabotaging a person - one minute vicious, the next minute supportive and encouraging • Ensures that some people don’t have the necessary resources to do the work. • Makes nasty, rude or hostile remarks to a person privately; puts on friendly face in public • Steals credit for work done 25

26. Obstacles to Collaboration, The Gatekeeper • Purposefully cuts people out of the communication loop • Provides only bits of information • Delays the time for people to get the needed information to do their job 26

27. Obstacles to Collaboration, Sniper • Poisons the workplace with angry outbursts • Purposefully interrupts people during meeting and conversations. • Discounts/denies people’s thoughts or feelings. 27

28. Honest Open Interactions • Talks to a Person if having a Problems • Maintains Healthy Relationships Collaborator • Shows Empathy • Accepts Responsibility • Listens Before Speaking • Looks for Strength in each Team Member 28

29. External vs. Internal Are they connected? 29

30. 30 CareerSource Palm Beach County, for Training Purposes

31. External Customers I hate it when that happens! Re-employment Compensation Discontinued 31

32. Customer Expectations Return Calls within One Business Day Answer Phone in 3 Rings Greet People within 5 feet Personal Promises - Organizational Promises - Expected Promises 32

33. Core Customer Expectations Reliability - provide what was promised Assurance - convey trust competence and confidence Tangibles - appearance of staff and our facility – neat, professional Empathy - degree of care and individual attention Responsiveness - getting things done in a timely manner 33

34. Group Activity R Our customers will know we are reliable when we ________ A Our customers will be assured that we are courteous and competent when we ____________ T Our customers will see tangible evidence of our commitment to quality when we _______________ E Our customers will know we are empathic when we _______ R Our customers will know we are responsive when we _____ 34

35. What Happens When the Client’s Expectations are Met? • Kind • ____________ • Happy • Caring • ____________ • Helpful • Secure 35

36. When people don’t get their needs met… 36

37. Reasons Customers Complain • They didn’t get what was promised. • Un-returned voice mail and emails. • Being lost in the telephone maze. • Someone was rude. • No one went out of their way to help or care. • No one listened to their concerns or answered their questions. • An employee projected a “can’t do” attitude. • Customer was disrespected (time, side conversations etc.) An average business gets only 4% of complaints, 96% of the upset customers suffer in silence. Dissatisfied customers tell between 8-10 people and 1 in 5 will tell 20 more. 37

38. A Complaint… is a gift! 38

39. Customer Evaluation Formula E = Expectations: Positive or Negative E = Experiences: Positive or Negative, what they experienced P = Process: How it Happened O = Outcomes: What Happened E+E+P+O = Evaluation of Service 39

40. Service Report Card A = Awesome B = Blissful C = Content D = Disappointed F = Furious 40

41. Behaviors at Three Levels indifference rudeness hospitality People interacting with customers typically use one or more of the following levels of behavior. Can you give an example of each? 41

42. What Can Be Done To Improve Customer Service? • Have Exceptional Communication Skills • Know about Positive and Negative • Perceptions • Demonstrate Superior Listening Skills 42

43. Communication Skills • Non-Verbal communication makes up more than 90% of how people understand you. • What messages can poor body language send? (not caring, non- responsive, too busy for the customer etc.) 43

44. What is the Definition of Perception? Perception is the complicated process of viewing and interpreting our environment through senses. It is an individual’s view of reality! What Happens if There Are 2 Separate Ideas About an Event? 44

45. Perception Principles • No two people see things the same way. • We see things differently each time. • We learn to see things through a lens of perception. • We see things not as they are, but how we want to see them. • We tend to fill in the gaps for things which seem incomplete. • We tend to simplify things we do not understand. • The way we perceive others is based on what we expect to see. • Our self image will largely determine what we see! • Everything we see is filtered through our self concept. 45

46. Factors that Influence Perception • Past Experiences • Organizational & Geographic “Travel” • Diversity Factors; Cultural, Religious, Gender etc. • Finances • Social influences • Family, Friends, Teachers etc. • Psychological & Physiological factors • Education • Others? 46

47. Can you have the wrong perception?

48. Positive and Negative Perceptions • How we “SEE” & understand the behaviors of others can be based on our own perceptions & not necessarily on the “Truth.” • What if your behavior is judged as poor customer service and you think it was great customer service? • Do Customers Make Perceptions About What They “SEE” From Us? 48

49. How do the Customers SEE--You? • Verbal • tone, volume, rate • Vocal • fuzzy meaning • slang • double meaning • Non-Verbal • facial expression • appearance • body language • gestures • Workforce - jargon 49

50. What factors are necessary to work well with our customers? LISTENING HEARING RESPONDING UNDERSTANDING FEEDBACK HELPING OUT QUESTIONING NON-VERBAL SPEAKING RAPPORT 50