Transcript: Be aware of the 3 things every customer wants To be heard To be understood to be cared for 7 Essentials Be aware of the 3 things Empathize with the customer Smile, eye contact, comment Create solutions for clients issues Listen to the customer Clarify the situation with the client Follow up with all of the customers What's Wrong? Take yourself out of it Customer does not care about your business (policies, manager has to...) Making excuses (too loud, my system is not working) What is the customer Experience? Limit the exposure the customer has Cut out points of failure Don't get side tracked Standardize the Experience for all Nothing Average about what we are doing Reef Tropical Customer Service and Experience Empowerment Goals Introduce Share and watch Facilitate a Discussion Present the facts Think about the Flow
Transcript: What is Customer Service “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation." Stay Positive Defusing How to say No Follow up/through When to escalate a call? Avoid slang/jargon Voice & Tone Follow up/through Treatment Addressing Concerns Getting insulted How to deal with an insult(s) Abuse is not, will not be tolerated. Control what you can Knowing when to let go Getting Help Customer Service Staying Positive Empathy Conversation Timing Volume Training Respect Common speaking mistakes Confidence Be Helpful Avoiding Mistakes Knowing when to escalate Tone Addressing Concerns Conlusion Language Customer Service Skills Empathize/sympathize Careful w/ choose of words Humor/brevity Getting blamed for an issue Understanding the customers situation It's a TRAP! (avoiding the pitfalls of the blame game Resolution How to say NO Defusing Be firm, but polite Tone Language Follow up via email/VM Keep on targert (use the force if needed) Attention to detail Misc. Notes Understand situation
Transcript: We Are The Best First Call Are they discussing a sensitive issue? Do they need extra guidance? What are they going through, and how can we help them through it? Be Knowledgable We Are The Best First Call Teaches parents about child development and provides parental support through one-on-one home visits for children of all abilities Treat coworkers with respect, and chances are, they will have a higher regard for customers Coworkers need a regular dose of appreciation. Thank them and find ways to let them know how important they are ECI Listen to their words, tone of voice, body language, and how they feel Avoid making assumptions Identify customers needs by asking questions and concentrating on what the customer is really saying Providing therapy services to children with special needs or developmental delays Smile when you answer the phone...they can hear it! Over The Phone Etiquette Listen Keep noise level down Avoid multi-tasking What does that mean to you? PAT -Walt Disney In Person Etiquette Stop Look Smile Listen Be a Good Listener Birth to 3 years old Your Internal Customers Prenatal to kindergarten Provides activities for parents, focusing on reading, counting, learning colors and school readiness for children of all abilities HIPPY "Do what you do so well that they will want to see it again and bring their friends." Know about the various programs we can offer Be prepared to answer questions ECI PAT HIPPY Presented by: Christine Califa Customer Service Training Attitude is Everything...First Impressions Matter In Their Shoes Ages 3, 4 and 5
Transcript: Juice and Doughnut Break We all will work in a team at one point. Lets now talk about the importance of teamwork and how it will help customer service. Please enjoy our hour lunch brake! You are free to leave, or get free catered lunch from the break room. The critical art of listening Please enjoy the complementary free juice and doughnuts from the brake room. See you in half an hour! Catered lunch break We will first discuss how to deliver exceptional customer service. Feel free to join the discussion. Good job! You have survived day one of the training. Now it is time for our second and final day on our customer service training. Lets Begin. How to Deliver Exceptional Customer Service Every person in the company needs to know the responsibilities of good customer service. We will talk about how each customer is affected by bad customer service, how to interact with angry customers and have a look through the eyes of a unhappy customer. We will talk about three techniques for better communication. These are how to prevent misunderstanding, getting on the customers good side and making lasting first impressions. Lets discuss how listening can be one of the biggest factors of good customer service. How to Use Teamwork as a Powerful Force Customer Service Training Day Two Smart techniques for better communication Strategies For Customer Trust Time for our last discussion, Strategies For Customer Trust. Welcome to Day Two Closing Remarks Vital Role of All Personnel
Transcript: Pros and Cons Not Taking the Bait ''I agree that this should never happen'' Broken Record ''Our customers are our highest priority and our team is working on a daily basis in order to improve the service we provide'' ''We would like to let you know that a refund cannot be issued since your cancellation reason contradicts our Refund Policy'' Choices and options ''We're happy to inform you that a jailbreak for the latest IOS has been already released'' Acknowledge Customer’s Needs Positive surprises ''The issue that you have described can be easily resolved on our side'' ''We understand that you want to use WhatsApp feature on unrooted device'' Finding Agreement Points -in this case we would suggest... -here’s what you need to do... -the first thing you can do is... -would you like [...] to or... “We understand it can be frustrating to have to answer all these questions" ''You must have been pretty upset to find out that Snapchat feature is not available without jailbreak'' ''We would like to offer you one of the following alternative solutions'' Refocus Listen to your customers attentively. -we will do our best... -we are going to help you with... -we will certainly try to solve... Speed “Were you aware that you may contact our customer care representative via live chat?” Venters are people who will calm down if allowed to let off steam.Obsessors, however, will get angrier and angrier the more they talk about their upset or grievances. - We know it can be pretty frustrating... - You must be pretty upset... Value You can always assure the customer that you will try, even if you don’t yet know if you can give the customer what he wants. Assurances of results should be made only when you can guarantee the results you are promising. ''Our technicians are ready to fix this issue within the shortest time-frame'' ''You have several options [...] Which would you prefer?'' ''Let’s see what we can do to get you what you need'' ''I need to get a bit more information from you so I can help. Do you mind if I ask you a few questions?'' The customer always deserves to be treated as if he or she is important and his or her opinions, needs, and wants are worthy of listening to. The customer is always right The key thing in admitting mistakes is to do it in a very short sentence and then move on to solving the customer’s issue ''Some people think that installation procedure is very complicated, however we would like to assure that it is pretty simple'' Broken promises Broken record The Perfect Reply Structure ''Jailbreaking the iPhone means freeing it from the limitations imposed on it by Apple'' Refund - 9% Admitting Mistakes ''We apologize for the late reply'' Problem solved Assurances of Effort Not Taking the Bait Questioning Instead of Stating Apologize Customer Service Training ''When would it be convenient for you to receive our call?'' ''Which of the provided solutions is more suitable for you'' ''We understand that you want this matter to be resolved as soon as possible'' Loyal Intelligent Strict Attentive Double payment Preemptive Strike ''Reinstallation procedure consists of 3 simple steps'' ''Data on our servers is encrypted and we protect privacy and confidentiality of all our customers'' When to explain Expert Recommendations ''If you do not stick to the basic etiquette rules we will be forced to close your case'' Communicate with customers in an intelligent way. Installation issues Setting Limits “if ... then” “It’s up to you whether you’d like to continue.” Rude support ''IN order to use our no jailbreak solution, you do not need to have physical access to the device, however you will have a limited list of features at your disposal. You may also try our service for jailbroken devices. You will be able to use a full set of features, however physical access is required for its installation.'' Technical issues on our side Reasonable simplicity ''Thank you for cooperation'' ''Thank you for your patience'' Some People Think That (neutral mode) Late reply Plain Language Customer Service Techniques "Short and sweet" followed by refocusing on solving the problem Sense of importance Be strict with those customers who demand too much. Some People Think That (neutral mode) Thank-Yous Expediting ''We can see you are concerned and we would like to help" "It sounds like you are pretty frustrated'' ''We will do our best in order to provide you with the most suitable solution'' ''We are working on your issue right now'' -the advantage/disadvantage is as follows... -on the one hand [...], on the other hand... Understanding Providing Explanations Empathy Statements ''If the system does not bring you to the Wizard automatically, please click on the Dashboard tab'' Misinformation by us/on the website - we would like to explain... -the problem is as follows... -the point is... -we will get you through the whole procedure step by step... When to apologize 1. Valid billing issue 2. Frustration 3. Assistance request 4. Threat to
Transcript: Dirty Bathroom/ Toilets Messy Areas/ Behind Counter/ Tables Loud music Handwritten signs Stained Floors Burned Out Or Poor Lighting Offensive Odour Crowded Areas Disorganised Tills/payent areas Lack of cutlery,napkins,condiments When you make a telephone query, what things annoy you? How do you answer calls? What is your key phrase? How many rings do you allow before you answer? You should aim to answer within 3 rings. After this, customer start to loose interest. Announcements at the start should be 8 to 9 words long to make the greatest impact building rapport To improve the customer service experience Communication in the workplace can improve the overall workplace culture. Another positive is that good solid organizational communication eliminates barriers; resolve problems and builds stronger workplace relationships for increased productivity identify how to improve your body language recognize the benefits of effective communication explain how to handle complaints using the HEAT technique smiling - this shows that you want a nice, friendly and non- threatening interaction with other customer touch - if your going to greet a customer by touch, just use a firm handshake it shows a positive sign, a weak handshake shows you dont have any interest eye contact- Eye contact provides social information to the person you are listening to and talking to. Too much eye contact and you could be seen as aggressive, too little eye contact and you can be seen as having no interest in the person speaking. communication it shows you want a friendly, non threatening reaction must be genuine, false smiles last longer and fade more slowly. so keep yours genuine and if that means short, so be it this simply means. 'getting of on the wrong foot . get the balance of EYE CONTACT right, its inbetween regestring and interest and causing a customer embarrasment by staring at them When we are listening or speaking, the impact of what we are trying to communicate comes from: 1. The words we use 2. The tone of our voice 3. Our body language What do you think is the order of importance of the above? WORDS 7% TONE OF VOICE 38% BODY LANGUAGE 55% This has an huge impact on your customers!! Alex Hughes improving your body language complaint handling Objectives it is a true fact of buisness life that if you dont offer what customers want they will do buisness with your competitors if you dont offer what customers want they will do buisness with your competitors customers make decisions about doing buisness with your organisation based on how they feel they have been treated by it. If you offense or dissspoint your customers they will definatley go elsewhere. If complaints are handled correctly, the customers who have complained can often become your most loyal customers. GOAL! Top 10 Customer Turn Offs Customer Service Training smile Aim Of Training telephone technique recognizing the benefits of effective communication improving a customer relationship
Transcript: Team Building Provide customer service surveys. These allow your customers to provide feedback on your services. This is also a great way to ask your customers what they would like to see in the future. Valedictions Participate in team building exercises with your staff. You would be surprised how morale boosting and beneficial they can be. Team work is a great way to keep staff motivated. My Recommendations Having your staff take a skills, personality, or strengths assessment can help them determine how to better improve their areas of weakness. Ensure telephone conversations are properly handled. Telephone conversation are a disadvantage because the customer cannot see your face. Always smile while you are talking on the phone to a customer. This will help you sound happy, pleasant, helpful. Proper email etiquette can help keep customers. Email does not carry a tone, therefore, you must be careful in all email communications. It is a great idea to have template emails for your staff so they cannot make the mistake of being to short in an email. You always want your customers to exit your presence with a good memory. Always tell your customers 'goodbye', 'have a great day', 'it was my pleasure'. Email Etiquette http://doodle.com/poll/zaewgmz75wpddfkx Telephone Etiquette Greetings The first part of a great customer service experience is your greetings. You always want to greet your customers in pleasant voice and with a smile on your face. Customer Service Training Surveys My Customer Service Survey Provide annual or semi-annual evaluations to all employees. This provides your employees with a written record of their performance. This also helps create a standard for employees to adhere to. Feedback bit.ly/urecsurvey Evaluations Providing regular feedback to your staff lets them know what a great job they are doing or what improvements they need to make. Scheduler - Doodle Poll Self-Assessment
Transcript: You will be able to : *Recall the CLDC customer service standards *Define customer service individually and as a group *Differentiate 3 good customer service strategies vs 3 bad customer service strategies *Identify the CLDC's stakeholders Standards, Please! What Kind of Service do You Receive Here? Activity! Service-Delivery System Explain Yourself! The Power of a Common Purpose! The methods by which quality service is implemented Employees, settings and process Emotions Be Familiar With All Resources Available http://www.businesstrainingworks.com/training-resources/five-free-customer-service-training-games http://downloads.hrdpressonline.com/files/7320080417163054.pdf http://customerservicezone.com/cgi-bin/db/jump.cgi?ID=1274 Kinni, T. (2011). Be our guest: Pefecting the art of customer service. (First ed.). New York, NY: Disney Editions. Customer Service Training Energizer Get to know the visitor and ask questions Know what matters to visitor, keep it personal, and show genuine concern Assess the visitor’s Needs by Asking Questions to Understand (What brings you in today?) Make visitors feel involved and informed throughout the process References How can we celebrate customer service successes as a department and as individuals? Parents What Kind of Service Do They Expect to Receive? Exceeding your guests’ expectations by paying attention to every detail of the delivery of your product and services. (Kinni, 2011) Students Stereotypes What is Customer Service? What's Your Pickle? Grab Bag! Activity! Build Relationships By Asking Questions and Making Connections Let me tell you what I can do..... Be open to feedback and ask for it at the end of any session with a visitor – this will show our desire to continually improve and that a visitor’s voice can be heard Make appropriate eye contact with all visitors to the office, and recognize your own body language and what signals it sends Welcome every visitor with a firm and friendly handshake, as well as shaking their hand as they leave the office. Thank every visitor for coming to our office after every interaction Quality Service Wants Be able to navigate the CLDC website Be familiar with all social media outlets Know all upcoming events that the CLDC will be hosting Promote all upcoming events to students, alumni, faculty members, and other OHIO staff members Know what resources we offer students and how they can utilize them Be familiar with the On-Campus recruiting schedule Become familiar with on campus resources. (Academic colleges, Chubb Hall offices, CPS) Always do verbal check ins with students to make sure you are on the same page Take it upon yourself to refer students or alumni when necessary Ask open ended questions Who Are Our Stakeholders? Defining the Common Purpose Peanut Butter Jelly Time! Activity! Activity! Be open to feedback and ask for it at the end of any session with a visitor – this will show our desire to continually improve and that a visitor’s voice can be heard Make appropriate eye contact with all visitors to the office, and recognize your own body language and what signals it sends Welcome every visitor with a firm and friendly handshake, as well as shaking their hand as they leave the office. Thank every visitor for coming to our office after every interaction Represents what we stand for and why we exist It is a living theme What is our common purpose? Faculty/ Staff Celebrating Excellence in Service Needs Learning Outcomes Alumni/ae The WOW Factor Customer Service A - Z Define it yourself! Foster the Holistic Development in Students by Going the Extra step 1. Leave a positive and lasting impression 2. Build relationships by asking questions and making connections 3. Be familiar with all resources available 4. Foster the holistic development in students by going the extra step Activity! Questions? Our Service Values: Information Connection Leave a Positive and Lasting Impression Your Customer's Perception of Reality Define Our Stakeholders:
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