Presentation on theme: "Developing A Customer-Focused Attitude"— Presentation transcript:
1 Developing A Customer-Focused Attitude Welcome and thank folks for comingIntroduce self and establish credibilityINTRODUCTION: Survey participants – How long have they been working at this co or organization? Elicit responses Pick out employees w longer periods of employAsk those employees – Have you seen much change in your workplaces over the years? How have your workplaces changed? (Can use flipchart)Debrief – OK – it is time to lose your innocence – Business in the 21st century is about:Competition, Rapid change Technology Creativity, InnovationWhat it takes to be successful!The most important relationship your company has: the relationship between the employee and the customer or client – whether the relationship is over the phone or in personSo what is the goal of this training? – strengthen this very important relationship!
2 Agenda Customer Service Means….., Self-Test/Rate Yourself Setting the ToneDealing with the Angry ClientDifferent Ways to Say ItFive Pillars of SuccessPractice Makes PerfectAsk participants what they hope to leave the session with – what is their intent in attending this session. Reinforce – If someone’s particular needs won’t be met the session, encourage them to speak with you after class or contact HMS for an individual consultation.Review the Agenda – Let them know that the session will include:facts and figuresopportunity for critical self-analysis (self-assessment – critical tochange old habits – embrace new ones!)Take-away skills – opportunity to practice
3 Why is Quality Service Important? 2/3 of Business is SERVICEAffects my Buying DecisionI’ll go back there againI’ll tell others (1:7)Elicit responses from participants – Why is quality service important (Can use flipchart)Growth of the service industry – service business is extremely competitiveFacts & Figures – Did you know that service industry employs 1/3 of the total workforceMakes up ½ of all US businesses Projected future expansionQuality of service is also important in a client’s decision to buy or use co servicesNot just about the product – quality and priceRetaining business – Important to attract new clients but can you keep them?Retaining existing clients – essential for businessOften, customers who are unhappy w service won’t complain, theyjust DON”T COME BACK!Good news travels fast – bad news travels even faster! Every company wants to develop a “GOOD BUZZ” – If word gets out that your company offers good service – people will call
4 The Best of Times & The Worst of Times Begin group activity – The Best of Times and The Worst of TimesIn a Nutshell – In this activity participants recall and share their real-life experiences – both good and bad – as customers. By highlighting the actions of other customer service providers and the effect of those actions on the participants, the group becomes more aware of what they should and should not do I customer service situations.Time: 10 minutes Supplies: Flipchart and markersWhat to do – Give participants a few moments to think of the best experience they’ve had when dealing with a customer service representative. Solicit stories from a few people. Be sure they focus on what, specifically, the service person did that led to a good customer service experience.Capture key words on a flip-chart entitled “What to Do”Next, Give participants a few moments to think of the worst experience they’ve had when dealing with a customer service representative. Solicit stories, specifically what the customer service rep did that was wrong.Capture key words on a flip-chart or white board under the heading “What Not To Do”
5 Customer Service Means . . . Doing ordinary things extraordinarily well.Going beyond what’s expected.Adding value & integrity to every interaction.Being at your best with every customer.Discovering new ways to delight those you serve.Surprising yourself with how much you can do.Taking care of the client like you would take care of your grandmother.Using flip chart from previous exerciseReview negatives – “what not to do”Review positives – ‘What to do”Ask participants to complete the phrase:Customer Service Means . . .(Objective – to help participants understand the meaning of serving customers – lead-in to developing a definition of customer service for participants departments)
6 How do you rate?Opportunity for critical self-analysis, training is about identifying opportunities and turning the opportunities into strengths!Pass out Customer Rating Scale – this scale will help you determine how effective you are in handling these situations, and show you areas that you can improve upon.Instructions: You will notice that there are two columns of statements with a scale form 1-5 between them. Begin by reading the parallel statement on each side of the scale. When you have read each statement, determine which most describes you (“3” is neutral)When you have completed this, go through the list and add up the numbers. Compare your total score to those at the bottom of the page to see how you measure up.Get feedback from participants
7 What’s the Difference? Our External Clients Our Internal Clients Give following example:Shari is a customer service representative for a local bank. Her external customers is anyone who walks through the doors or calls.But, Shari also has internal customers – Ask participants to brainstorm a list of her internal customersAsk participants to jot down a list of their various job duties or tasksInstruct participants – each task or duty serves an internal or external customer.Have participants ID which customer they are serving when they perform the task they listedHave participants shareRemind participants – providing quality service applies to both, same set of skills are necessary to be successful!
8 Setting the Tone Make the client feel welcome Use the client’s name Listen carefullyLet the client know that you are listeningDon’t leave the client hangingLet’s start to lay the groundwork – tools that we need to provide quality client serviceAsk participants – Why is setting the tone so important? Lays the groundwork for how the rest of the interaction will be Use flipchart responses from Best of Times, Worst of Times – What to do, What not to doAsk participants – How do you make the client feel welcome? Greeting – friendly greeting of the day or How can I help you?Why is it important to REMEMBER and use the client’s name during the interaction? – adds the personal dimension, client feels like you care.Active listening skills – Ask participants – How do you know when someone is listening to you? CONCENTRATE, DON”T JUMP AHEAD OR MAKE ASSUMPTIONSAsk participants – How do you communicate to the client that you are paying attention – Give responsive feedbackBe Responsive – Ask Participants – what happens if you don’t have the answers, how do you handle the situation?
9 Different Ways to Say it This wayOr thatCommunication style makes a difference – Rewording your thoughts is important – What you say can hinder or help – There are many different ways to express the same thoughtRewording is another important tool!Divide participants into groups of 5, Hand out work page – “This Way or That – Communication Style Makes a Difference”Ask participants to rephrase the following statements (remind them to use the quality client service tools presented)Each group to assign a spokesperson – Ask for responses.
10 A Customer Could Be Upset Because . . . Go Back to flip chart – “The Best of Times, The Worst of Times”Ask participants to revisit their own personal customer service nightmare – Describe some the feelings you were experiencingAsk participants to finish the sentence – I was upset because : write on flipchartCompare participants’ list to common causes:expectations not metalready upset at someone or something else (boss, spouse, kids, coworker)feeling tired or stressedfeel powerless, victimizedno one will listenhas chip on their shoulderDoesn’t have the proper information or skills to handle your concernBelieve the organization or co is dishonestPromises made that have been keptPerson was discourteous, rude, unpleasant, bored, checked-outUses any and all excuses to prove they are rightYou made a wrong assumption about the services this co can provide
11 How do you turn a frown upside down? AcknowledgeEmpathizeApologizeEducateAsk Participants – How do you turn that frown upside down?How could that person in your worst nightmare made you feel better?More tools to add to that providing quality service toolbox! Not only about what you say but also how you say it and your body languageLISTEN!!!Apologize - Ask participants – do they have a hard time apologizing? Why?Acknowledge – what the client is sayingLet them know that you want to helpEmpathize what they are feeling, even if you don’t agreeEducate – Ask for additional information about the client’s concerns, explain possible options for resolving the concern, ask the customer what he or she would like to see happenThank the customer for their feedback Always follow-upBody language face the client make eye contact adopt a concerned body posture – voice tone – facial expression avoid a condescending or impatient toneeliminate distractions practice patience Don’t take it personal!
12 The Five Pillars of Success SmileGreet the ClientUse open body languageMake eye contactThank the Client