Presentation on theme: "Making Sense of Customer Service"— Presentation transcript:
1Making Sense of Customer Service FISCAL MANAGEMENT:Making Sense of Customer Service
2Department of Driver Services Craig SouthernDepartment of Driver Services
3Welcome! Housekeeping Mute cell phones/pagers Relax Participate Take notesHave fun
4OverviewThis course was specifically created and developed for the 2007 GFMC Training Conference with the intent of providing Georgia Fiscal Managers with key information and tools necessary to positively enhance and expand their ability to serve their customers.
5Course Objectives Know the Governor’s vision on customer service Learn the definition of customer serviceReview the statewide responsibility for customer serviceKnow how you can make a key difference in serving customers using the “GLHH” Concept of customer serviceDiscover your Customer Service Quotient (CSQ)
6Course ObjectivesLearn additional ways to successfully communicate with customersDiscover your communication styleAssess your own listening skillsBecome familiar with the characteristics of active listeningKnow some common difficult customer profiles
7Course ObjectivesKnow how to deal with difficult customers and difficult situations via new approaches and control techniquesLearn the “Perception Rule” of customer serviceReview the Service Interaction Model for Customer ServiceUnderstand the importance of customer service flexibility
8Course ObjectivesKnow some best practices that can assist you in improving the overall service experience of your customers
9Introduction It is the responsibility of each State of Georgia employee to know – andfollow – the policies and procedures foracceptable workplace performance andbehavior…this includes customerservice.
10Impact of Customer Service Customer service is perhaps the most critical challenge that an organization can face. In fact, it is often the primary indicator used to gauge an organization’s success. Therefore, all employees must understand the impact they have directly, or indirectly, on customer service and continuously work to improve upon it.
11Governor’s Vision“Georgia will have the BEST customer service of any state in the nation.”Governor Perdue
12What is Customer Service? Everyone has an opinion about what customerservice is, but in order to be successful atserving customers, a universal definition must beestablished.
13Customer Service Defined Customer service is knowing what your customerswant and then meeting – or exceeding – theirexpectations, whenever possible……you are the key to ensuring that customers have a positive feeling or sense about the role that you, and your team, play in meeting – or exceeding – their fiscal management needs and service expectations.
14Positive Customer Service Experience HappyContentRELIEVEDGladElated
15Negative Customer Service Experience UnhappyFrustratedANGRYUpsetSad
16Customer Service Responsibility FCustomer Service is one of three “statewide” responsibilities which support the State’s strategic goals.This responsibility can be found in Section 3: Job and Individual Responsibilities on your Performance Management Plan.YI
17Responsibility = Expectations To work and communicate with the generalpublic, internal customers and/or externalcustomers to provide information and qualityservices and/or products targeted to meettheir expectations.
18Customer Expectations Knowing what customers want – or expect – and how to reasonably, and successfully, meet these expectations on a daily basis is key to the success or failure of an organization.Although customers are different, most experts agree their basic expectations are quite similar.
19What Customers WantCustomers want you to show a genuine interest in them as a person…Not treat them as an inconvenience in your dayCustomers want you to be quick and responsive…Not waste their valuable timeCustomers want you to be friendly…Not rude or discourteousCustomers want you to be willing to help…Not avoid assisting them with obtaining a product or service
20What Customers Want Customers want you to know your job… Not expect them to know your jobCustomers want you to focus on them…Not be distracted by others or other thingsCustomers want you to communicate effectively…Not withhold or omit informationCustomers want you to apologize when things don’t happen as they should…Not pretend it was the fault of someone else, them or a glitch in the computer system
21What Customers WantCustomers want you to treat them as you would want to be treated…Not any better or any worse, just the same
30Multiple Choice Questions The Governor’s vision for customer service is:To have the best of any state in the nationTo be on the Top 10 List of States in the U.S.To be all it can beNone of the aboveAnswerA
31Multiple Choice Questions 2. Customers want service that is:FasterFriendlierEasierAll of the aboveAnswerD
32Multiple Choice Questions 3. CSQ is an acronym for:Customer Service QueryCustomer Service QuotientCustomer Service QualityNone of the aboveAnswerB
33Multiple Choice Questions 4. Customers want:To be treated as others want to be treatedService that is fast and friendlyTheir expectations to be metAll of the aboveAnswerD
34Multiple Choice Questions 5. The “GLHH” Concept is courtesy of:GMSOCSDDSNone of the aboveAnswerB
36Greeting Customers Greeting customers should always begin with an acknowledgement.
37What is an Acknowledgement? Definition of acknowledgement:Admission of existenceAcceptance of factsSign of recognitionIndication of receiptExpression of gratitude
38Extending an Acknowledgement An acknowledgement should be extended when a customer:Approaches you for assistanceExpresses a need to youDemonstrates frustration or confusion in your presencePresents a problem to be solvedDirectly asks for your help
39Anatomy of an Acknowledgement Acknowledgements should always be:PromptCourteousWarmProfessionalSincereConsistentNote: Acknowledgements should also express a willingness to help customers
40Effective Communication Acknowledgments are just part of the overallcommunication process with customers. Inorder to ensure the successful delivery ofcustomer service, effective communicationskills are key.
41Methods of Communication VerbalSpeakingNon-VerbalListeningReadingWritingBody LanguageIncludes facial expressions, posture, gestures and silence
42Modes of Communication Face-to-faceTelephoneCorrespondence
56Action Speaks Louder Than Words With a partner, use body language that expresses:FriendlinessRudenessAloofnessCheerfulness
57Final Word on Body Language MeaningTightly clenched hands, or wringing handsPerson is experiencing undue pressureSteepling, joining the fingertips together andforming what might be described as a churchsteepleSmugness or a great deal of confidenceStanding and joining your hands togetherbehind your backSuperiority and authorityRubbing gently behind, or beside, the ear withthe index fingerDoubtLeaning back with both hands supporting theheadFeelings of confidence or superiorityPlacing your head in your open palm anddropping your chin in a nodding manner whileallowing your eyelids to droopBoredomPutting your hand to your cheek, or strokingyour chinThinking, interest, or consideration
58Review Non-Verbal Tone Greet Body Language Assertive Acknowledgement WordsToneGreetBodyLanguageAssertiveAcknowledgement
66Effective Listening Hearing is more than half of being heard. Taking the time to listen to the personspeaking increases the likelihood of thatperson taking the time to listen toyou. A barrier to the communicationprocess is when the speaker believes thatno one is listening.
67Are You An Effective Listener? Listening Skills Assessment?
68Effective Listening Score Mostly A and B answersYou are an effective listenerMostly C, D & E answersYour listening skills need improvement
69Listening makes our customers feel worthy, appreciated, and respected. The Power of ListeningListening makes our customers feel worthy, appreciated, and respected.Ordinary conversations emerge on a deeper level, as do our relationships. When we listen, we foster the skill in others by acting as a model for positive and effective communication.
70Active ListeningActive listening is really an extension of the Golden Rule… to know how to listen to someone else, think about how you would want to be listened to.
72Characteristics of Active Listening Always face the speakerMaintain eye contactMinimize internal/external distractionsRespond appropriatelyFocus on what the speaker is sayingKeep an open mindAsk clarifying questions
73Review Eye Contact Words Verbal Body Language Assertive AngryWordsVerbalBodyLanguageAssertiveEffective Listening
82Difficult Customers It is easy to help people you like, and even easier to help people who likeyou. But that’s not always the case in thecustomer service business. Sooner orlater, you will have to deal with a difficultcustomer.
83Difficult Customer Profiles In order to help difficult customers, you must be able to recognize them. Although customers can be difficult in a variety of ways, there are some typical profiles to watch out for as follows:Big ShotHystericWhinerJerkEnraged
84Big Shot Profile Basic characteristics of this customer: Must be seen immediatelyDemandingRules don’t apply to themThreatens employeesOrders service, doesn’t request itIssues ultimatums and deadlines
85How to Deal with the Big Shot Techniques for dealing with this customer:Demonstrate action; take observable steps to at least move the service process forwardDon’t talk policy as the big shot sees himself as an exception anyway, so policy won’t have an impactDon’t let the big shot’s ego destroy yours; focus on the business being transacted, not the personalityStick to your position; accentuate the positive by repeating what you can do for him
86Hysteric Profile Basic characteristics of this customer: Overly dramatic – everything’s a crisisExplodes over small issuesExaggerated emotional behaviorAnimated (jumps up and down; waves arms wildly)Throws tantrums like a childAppears out of control
87How to Deal with the Hysteric Techniques for dealing with this customer:Let the hysteric vent; show that you accept the negative feelings, but don’t agree in order to shut him up… make neutral statements like “I see” and “I understand”Don’t waste your time to reason with the hysteric; remain calm and in controlTake the act backstage – remove the hysteric from the other customers’ view; move into a nearby office or some place less publicTake responsibility for solving the problem; after the hysteric calms down, say “Let me see what I can do to assist you”
88Whiner Profile Basic characteristics of this customer: Complains about everything (waiting to be served, too hot, too cold, etc.)Blames others for everything that goes wrongMakes excusesTreats small problems as big ones
89How to Deal with the Whiner Techniques for dealing with this customer:Listen, but do not continue to listen for too long; focus the whiner on the business at hand and say “I’m sorry that happened… let me see what I can do to solve this problem”Don’t defend the system; the whiner is looking for dialogue – only apologize for the situation (i.e., whatever is legitimate) and then get down to businessReassure the whiner that you will do all you can to help, but explain the limits of your role and responsibilitiesDon’t get trapped by the “Poor Me” syndrome
90Jerk Profile Basic characteristics of this customer: Deliberately misunderstandsPretends not to hear or is slow to respondSeizes the opportunity to make things complicated or difficultPassive/aggressive – knows just how far to goStubborn, refuses to cooperate
91How to Deal with the Jerk Techniques for dealing with this customer:Show professional demeanor; remain in controlDon’t get hooked into getting angry – hooking the employee is the main objective of the jerkIgnore as much of the jerk’s behavior as possible, if you find yourself getting angry, get out of the situation for the moment or ask another employee to help the customerKnow and stick to policies and procedures as jerks will use their knowledge against – especially if you seem unsure about how to handle something
92Basic characteristics of this customer: Enraged ProfileBasic characteristics of this customer:Exhibits angerAppears frustrated over something gone wrongLoudly verbalizes (i.e., shouts) thoughts, complaints and demandsAccusatoryUses condescending toneAggressive
93How to Deal with the Enraged Techniques for dealing with this customer:Acknowledge the enraged’s feelings of upset – in most cases, a little attention is all they desireDon’t cut him off or try to urge him to calm down; instead listen carefully – even to the venting – as your job is to try to understand how you can help himRemain calm; once the enraged realizes that he cannot control your emotions, he will begin to calm down and know that you are there to help himAlways show respect – this will quickly aid in defusing his anger and help to establish a calming environment
94More Difficult Customer Profiles Being prepared is key in dealing with customers – especially difficult ones; here are a few more profiles to add to your list of difficult customers:Nit PickerKnow-it-allEgocentricFault-finder
95Nit Picker What is a characteristic of this customer? What is a technique for dealing with this customer?
96Know-it-all What is a characteristic of this customer? What is a technique for dealing with this customer?
97Egocentric What is a characteristic of this customer? What is a technique for dealing with this customer?
98Fault-finder What is a characteristic of this customer? What is a technique for dealing with this customer?
99General PrinciplesThis list is not all-inclusive, but provides the basic understanding of the types of difficult customers that you may encounterInteractions are fluid, customers may move from one characteristic to anotherThe key point is to understand where the customer is coming from and give you some structure to manage the situationDetermine the best option; use your best judgment at the time – there are not always easy answers… be creative when you can
100Strategy Be proactive for a positive response Good customer service in not always successful; you will not always have a positive responseIf you find yourself in a potentially dangerous situation, customer service is no longer the main focus; self-protection becomes the main focus
101Evaluating ResultsEvaluate the positive and negative results by asking yourself the following questions:Was the outcome positive or negative?What did you do right?Did you choose to behave differently than the way you felt?What could you have done better?Did you get hooked?Repeat the positive results in a future situation
102Final Note About Difficult Customers As you encounter additional profiles of difficult customers, be sure to make mental notes as to how you positively dealt with them; also, share this information with co-workers in order to strengthen the team’s resolve to effectively serve these customers
103Best PracticesDetermine if you are the right person to assist this customer; if not, connect the customer to the appropriate person – making certain he gets connected… this will keep you from spending time on an issue that you cannot resolveBe the bigger person and apologize for any inconvenience, error, mistake, delay, defect or problem; this is sure to allow you to move the customer forward, in a helpful manner, so that you can help him
104Best PracticesFocus on the request, not the person; leaving personality out of the equation will allow you to more quickly assist himMake sure the customer and you agree on what the request actually is; clarifying, by restating their request to them, will ultimately assure that you both understand each otherSpeak to be understood by customers through the use of proper speech, volume and direct eye contact
105Best PracticesMonitor your tone of voice as people can take it personally, always talk to customers – especially the difficult ones – in a helpful, yet professional tone… a tone you would want others to use with you or your mother
106Always be professional ReviewWhinerAngryThe JerkFocusDifficult CustomersBig ShotAlways be professional
108Multiple Choice Questions Characteristics of the Big Shot’s profile include:Demanding and threateningOverly dramatic and animatedShy and quietNone of the aboveAnswerA
109Multiple Choice Questions 2. A technique to deal with the Whiner is to:Listen a lotIgnore the whiningDon’t get trapped by the “Poor Me” syndromeAll of the aboveAnswerD
110Multiple Choice Questions 3. The most difficult customer is one who is:A nit pickerAngryEgocentricNone of the aboveAnswerB
111Multiple Choice Questions 4. A difficult customer best practice is:Speak to be understoodFocus on the request, not the personAgreement of request by you and the customerAll of the aboveAnswerD
112Multiple Choice Questions 5. The rules of customer service change when:The customer is rudeThe situation becomes potentially dangerousThe customer realizes you are being helpfulNone of the aboveAnswerB
114Awareness of Perception A person’s behavioral style may quickly be communicated to others; how you are perceived by yourself – and others – often times is not a match… as a result, seeing yourself as others see you is essential in order to make any behavioral adjustments, particularly as it pertains to customer service
115The Perception RuleThe ability to effectively interact with customers begins with others’ perception of you.
116Perception Assessment This assessment comprises a series of questions relating to customer service in the following categories:ListeningTrust/Rapport BuildingEtiquetteDifficult CustomersProblem Solving SkillsStress Control
117ListeningI…Paraphrase what the customer says to confirm understandingUse eye contact to communicate to the customer that I am listeningAllow the customer to speak, without interruptionGet feedback from the customerAsk clarifying questions to get a full and clear understanding from the customer
118Trust/Rapport Building Understand the importance of establishing trust and rapport with customersTry to understand the customer’s situationAvoid being judgmental regarding the customer’s situationTry to find common ground with the customer in order to establish a working rapport
119Etiquette I… Positively greet/welcome customers Know how to address customersMake customers feel welcomeTreat customers with respectTreat customers in the manner which I would like to be treated
120Difficult Customers I… Think all customers are difficult Think all difficult customers are angryTreat difficult customers in the same manner as they treat meNever view difficult customers as an opportunity to provide good customer serviceAvoid difficult customers
121Problem Solving Skills Only want to assist customers with easy transactionsGet all the facts from customers before determining a solution on their behalfNever jump to conclusions regarding what a customer wantsAdvise customers where to seek assistance if I am unable to provide an answer to themReadily seeks assistance from my co-workers, or my supervisor, as needed
122Stress Control I… Work well under pressure Know how to deal with stress in the workplaceNever allow stressed customers to stress me outCan quickly defuse a stressed customerHave a calming influence over customers
124Perception Assessment Do you think others perceive you as you perceive yourself?Do you think others perceive you as you want to be perceived?
125Interaction Flexibility Since customers are different, interactionflexibility must be utilized in order to servecustomers on a case-by-case basis…interaction flexibility is based upon a model that employs strategies that focus on meeting the expectations of the customer; meanwhile, following all applicable policies, procedures and protocols.
126Interaction Flexibility Model ENTEREXITHuman SideExpectationsPolicies – Procedures – ProtocolsBusiness Side
127Interaction Flexibility Strategy # 1 When interacting with a customer with these characteristics:Fast-paced speechImpatientDirectDo the following to enhance service:Speak with confidenceStress service – be prompt and efficientDon’t waste their time
128Interaction Flexibility Strategy # 2 When interacting with a customer with these characteristics:Friendly and talkativeImpulsiveGets emotionalDo the following to enhance service:Allow time for them to talkStay focused on the task at handBe prepared for them to be emotional
129Interaction Flexibility Strategy # 3 When interacting with a customer with these characteristics:PatientEasy goingReservedDo the following to enhance service:Maintain a friendly environmentFacilitate the transaction in a timely mannerShow appreciation for their patience
130Interaction Flexibility Strategy # 4 When interacting with a customer with these characteristics:Speaks slowlyAsks a lot of questionsSkeptical, suspicious of processesDo the following to enhance service:Be diplomatic and courteous; don’t interruptFully answer all questionsProvide assurances regarding processes
131Additional Strategies For the following customers, give a strategy that could enhance your interaction flexibility:Pessimistic, grouchy complainingListen patiently, ask questions to determine real concernsSilent, secretive, shyBe more gregarious and draw them outEgotistical, opinionated, hot headedConcentrate on the requested service
132Service Interaction Model ReviewEtiquetteStressRapportTrustPerceptionAssessmentRealityService Interaction Model
134Multiple Choice Questions In customer service, perception is:RealityNot importantInteractiveNone of the aboveAnswerA
135Multiple Choice Questions 2. Controlling stress includes:Working well under pressureQuickly defusing a stressed customerHaving a calming influence over customersAll of the aboveAnswerD
136Multiple Choice Questions 3. Etiquette includes:Solving problemsPositively greeting customersUnderstanding a customer’s situationNone of the aboveAnswerB
137Multiple Choice Questions 4. Listening should include:Eye contact with the customerFeedback from the customerAsking clarifying questions of the customerAll of the aboveAnswerD
138Multiple Choice Questions 5. When interacting with a talkative customer:Speak slowlyAllow time for the customer to talkAsk a lot of questionsNone of the aboveAnswerB
139Best Practices Use the “GLHH” Concept Listen to customers Communicate effectively with all customers and obtain all information necessary to determine and address their specific needsRespond to customers in an appropriate mannerOffer options, when appropriate/availableTactfully explain why a service or product cannot be providedAnticipate problems and questionsProvide clear, accurate informationGo the extra mile to meet customers’ expectationsDon’t take it personallyPretend customers are you
140ConclusionCustomer service is one of three statewide responsibilities which support the State’s strategic goals.Employees are expected to work and communicate with customers, both internal and external, to provide accurate information and quality services and/or products targeted to meet customer expectations.
141ConclusionIt is the responsibility of each State of Georgia employee to know – and follow – the policies and procedures for acceptable workplace performance and behavior… this includes customer serviceThe Governor has a vision for Georgia to have the BEST customer service of any state in the nation
142ConclusionYou are the key to ensuring that customers have a positive feeling or sense about the role that you, and your team, play in meeting – or exceeding – their fiscal management needs and service expectations.GFM
143Congratulations! Fiscal Management: You have successfully completed this GFMC training moduleFiscal Management:Making Sense of Customer Service