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Customer Service

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by

Lisa Howe

on 12 April 2017

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Transcript of Customer Service

CITY CARES
What is customer service?
The Good
Pic of happy stuff here
The Bad
Making Small Changes
Think of some terrible customer service experiences. Are there small ways it could have been made better or fixed altogether?
The Ugly
Dealing with difficult customers
Customer:
Anyone who interacts with us or the services we provide, either directly or indirectly, or is affected by the quality of the product or service, whether they are paying for it or not, whether they are part of the organization or not.
Customer Service:
The set of behaviors which an organization undertakes during its interactions with customers and how customers perceive those behaviors.
Customer service is an attitude, not a department.
Top 10 Customer Complaints
1. Lack of manners
2. Rude/discourteous behavior
3. Long waits on the phone
4. Long waits in line
5. Lack of knowledge about the product or service
6. Not resolving a complaint
7. Lack of follow through
8. Unresponsive technology or not knowing how to use it
9. Can't get ahold of a real person
10. Unfulfilled promises, lies, or other deceptions
pic of crappy stuff here
What are customers looking for?
Product/Service reliability
Consistency
Speed and timeliness of delivery
Accurate paperwork
Courtesy when interacting (phone or person)
Valuable information
Good attitude of support staff
5 Basic Needs of Every Customer
1. Friendliness: Courteous and polite
2. Empathy: Appreciate the customer's wants and circumstances
3. Fairness: Adequate attention and reasonable answers
4. Control: Influence on the outcome
5. Information: Product/Service knowledge in an appropriate and timely manner
Make small phrase changes
Instead of "I don't know", try "Let me find out for you."
Smile when you answer the phone; it comes through in your voice
Enunciate!
Make sure you go the right speed for the customer; empathy can be more important than speed.
Make eye contact
Make small phrase changes
Find common ground with the customer
Reduce the work the customer has to do to get the problem resolved
Close the interaction properly
1% seems like a small amount
And it is a small amount.
It's tiny. It's easy. It's doable. Today.
But 1% compounds.
If you improve 1% a day you will
improve 3,800% in a year.
James Altucher
CARP
Control: Don't let the customer's anger get the best of you.
Acknowledge: their feelings, be empathetic.
Refocus: Get back to the problem. Don't let the customer derail you on a rant.
Problem Solve: Work on a resolution together. Let the customer have some input.
Control
Behave appropriately without aggression
Don't argue
Don't make excuses
Take deep breaths
Relax your face muscles/smile
Don't let them get the best of you, but don't let them walk all over you either
Acknowledge
Express empathy and understanding
Appreciate their wants and needs, even if you may not agree
Thank the customer for drawing your attention to the problem
Active listening, don't interrupt
Use agreement phrases:
"Oh, I see..."
"That makes sense..."
That's frustrating..."
Refocus
Take action to resolve the issue
If a customer goes off on a tangent, express empathy for that problem, but get back to the problem you're working on
Use refocus statement:
"Let's tackle the original problem first..."
"We'll begin with this [thing}..."
Problem Solve
Think about your goals. Think about their goals. They may not be the same but how can the situation be resolved to each person's satisfaction? What does success look like in each situation?
Problem Solve
Full transcript