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Customer Service Checklist Training

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by Tara Bannon on 13 March 2014

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Transcript of Customer Service Checklist Training

Customer Service
Who are our customers?
Few other businesses/institutions assist the wide array of people as we do.
What makes a
Customer Service
Experience exceptional?
YOU!
Communication
Words are only 7% of communication
Smile!
Make Eye Contact
Listen
Empathy
Know what it is like to be a customer.
Job Knowledge
Know your customer expectations and try to exceed them. They came here for a book today. What else could they leave with?
Know how every aspect of your job affects customers. There are no unimportant tasks.
Internal Customer Service
Be Positive
Customers aren't interested in what you can't do for them. Tell them what you can do for them.
You don't have to agree with them, just listen.
You communicate more than you know. 55% is Body Language and the other 38% is voice tone.
Try saying "Good Morning" with a Frown. Mouth Acoustics make a Smile something you can hear.
Attitude
Take personal responsibility.
Don't let your last customers problems become your next customers problems.
Be an Etch-a-Sketch. Shake it off. Start over.
Don't make internal problems the customers' problem.
It does not help when we blame others.
Don't take it personally.
Return phone calls and emails promptly.
Treat your customers and coworkers with respect!
Despite their behavior at times, customers are real people with feelings.
Consider that you probably spend more time with your coworkers than your own family. It is easy to take things out on family members, or people you spend a lot of time with.
Offer Options
Problem + Delay = Crisis
Resolution
Customers for whom you fix a problem are even bigger fans than customers who never had a problem in the first place
Stay Calm
Use the appropriate greeting when answering the phone.
Always identify yourself on the phone.
Make sure they have all of their questions answered.
Stand up straight and breathe deeply.
Learn from the situation but let go of past frustrations.
the Tech Savvy
Newbies &
Social butterflies and those starved for attention
It's really creepy when you don't.
Haves and Have-Nots
Even on the staff lines.
You be the Judge!
"Keep your thoughts positive because your thoughts become your words. Keep your words positive because your words become your behavior. Keep your behavior positive because your behavior becomes your habits. Keep your habits positive because your habits become your values.
Keep your values positive because your values become your destiny."
- Mahatma Gandhi
Saying "I'm sorry" does not mean that it is all your fault. The customer is talking to you. What are you gonna do about it?
Don't let their bad day become your bad day.
It is a rare few who can innately exercise the flexibility necessary to successfully serve such a diverse customer base.
How to Settle a Dispute by Kenneth R. Feinberg

In all the negotiations I do, there's a priority list:
One, know the facts.
Two, be dogged.
Three, keep an open mind.
Next, be creative in getting to "yes."
Finally, a very important basic proposition: Put yourself in the other person's shoes.
Author and Attorney
If you've done all you can, it's okay to refer to a supervisor. If the customer asks to speak to someone else, make the appropriate referral.
The Paris Transit Authority made smiling part of their campaign to increase civility. Posted signs say, "Sharing 1 smile makes the journey a pleasure" and "2 smiles shared can light up 1 day"
Internal Customer Service Tip: This applies to frictions between staff members. Having a crucial conversation and/or alerting your supervisor to the situation can prevent a molehill from becoming a mountain.
Talk amongst yourselves. What processes can be changed at your location to the benefit of the customer?
Who is responsible for safety and security?
You can't provide good customer service if you are losing it.
Be firm, consistent and assertive when setting limits and boundaries with customers.
Introduce: "Hi, My Name is ..."
Explain: " I noticed that..."
Ask: "I need to ask you..."
Underpromise and Overperform
To De-escalate:
Move upset person away from others
Use assertive whisper
See the full transcript