Presentation on theme: "Workshop: Customer Service"— Presentation transcript:
1 Workshop: Excel @ Customer Service Presented by Office of Human Resources and University LibraryDecember 2004WelcomeWelcome to Excel at Customer ServiceIntroduce presentersAlso thanks to Cherron and Yolanda from Office of Admissions and Student AffairsCell phones set to vibrate
2 Why a workshop? Survey September Opportunity Why workshop? Who remembers CS training from 2 years ago?Customer Service Standards. Who is familiar with them?Events in September. Gaps quickly identified themselves. Fill those gaps. Refresh.Once basics are in place (you may already be there), opportunity to take this to next level—through advanced CS techniquesAs a community—give someone excellent service and then transfer to XXX and then maybe the person doesn’t get taken care of.Participants introduce themselves. Name, department and favorite animal, vegetable, or mineral…
3 Learning objectives By the end of today’s session, be able to: Demonstrate GGU customer service standards in person, by phone, and byAsk probing questions to solve customer problemsManage difficult customer interactionsBuild customer relationships
4 Topics What’s my role? GGU Customer Service Standards CS standards—the basicsIn personBy phoneByDealing with Difficult CustomersAdvanced Customer Service skills
5 Customer service video How many of you have seen this video?Ask questions of participantsCan anybody tell us an outstanding customer service story?What made you remember this story?Complete this statement:The most unpleasant part of my job would become my favorite part if only I got to…..I think our customers would love it if every time they called here we….
6 What's My Role? GGU priority to provide excellent customer service Student customersInternal customers—coworkers, other departments, officesCustomer service skills: “tools of the trade”First point of contact: voice on the phone, face behind desk, exchange1.
7 GGU Customer Service Standards Key Points:CommitmentExceptionalConsistentThroughout all GGU administrative and academic departmentsTreat people courteously, promptly, and respectfullyIn person, by telephone andDistribute full standardsKey points are . . .
8 In personMake eye contact, smile, say hello when people enter. Your manner of expression and body language set the tone.What lessons have you learned in a diverse, multicultural environment?
9 A face is worth 1,000 wordsLearned very early, as you can see, message-sending is one of its most important functions of the human faceHumans are also extraordinarily well equipped to send non-verbal messages.What does yours say? Across cultures, ages, gender, races and ethic groups.What does it mean to have a poker face?Takes about the same number of muscles to smile (12) as to frown (11). Easier to smile because the muscles are in better shape, used more often.
10 In personTreat all people just as you would want to be treated: with courtesy and respect.Behave in a consistently professional manner to all people.Remain sensitive to diversity of all kinds.Adhere to posted office hours.What examples can you give of diversity?
11 Telephone GuidelinesAnswer the phone with a smile and recommended greeting.Identify FAQs.Designate a live person to answer calls. Design and put in place a system to roll over calls.Answer phone calls by the third ring.Identify your name and the department, school or region.Return all calls and messages within one business day.Record an out-of-office greeting on voic when absent from the office.When another department needs to be involved, transfer the call to the appropriate party, identify problem and introduce the caller.Ask permission before putting someone on hold. Do not put someone on hold for more than two minutes. Check back frequently with callers who are on hold.
12 All inquiries should receive a response within one business day.is a business communication tool. Spell check your before sending.Do not use to resolve interpersonal conflicts.Create a GroupWise rule to reply to your when out of office.Use an signature: Full name, title, department or office, phone number, fax number,What is GGU’s tag line?How many of you have clicked the send button and then regretted it?Go to sent items, right click, choose Delete. Prompted to delete from your mailbox, recipient mailbox, other mailboxes.Guideline—only put in with what you are comfortable projecting in a courtroom
13 Dealing with Difficult Customers Here’s why I am upsetI was shuffled aroundSomeone was rude to meSomeone was indifferentNo one listened to meMy expectations were not met
14 Dealing with Difficult Customers Stay calm yourself. Use the STOP technique:Signal (Notice your body signals—Are you clenching your jaw? Breathing rapidly?) Take control of yourself. Do the Opposite of warning signal (Relax your jaw; take a slow, deep breath). Practice being aware of and dealing with your body signals and emotions.Let the customer vent. Listen without interrupting. When customer finishes venting, you will know—there is usually an audible outflow of air.Deal with emotion first. Show empathy. Restate what you heard them say. Thank the customer for bringing it to your attention. The goal is to move the customer from an emotionally upset state to a logical, problem-solving frame of mind.Problem-solving techniques – not blame mentalityDealing with different scenariosThe customer is ConfusedIrritated/angryCustomer’s communication skills fall shortThe customer is wrongThe customer has shopped around for an answerAttack/Defense vs. Professional detachment
15 Dealing with Difficult Customers Avoid words that trigger upset customers: policy, can't, sorry, "No, I don't know," "But you should have," "The only thing we can do.“Take a time out to consult a second opinion. "Let me look into this matter, and I'll get back to you in a few minutes." Consult with a supervisor or team leader. If necessary, bring that person into the conversation with the customer.Gently confront abusive customers. "Mr. Baker, I really want to help you. As long as you continue to use this language, I'm finding it difficult to help. I can get this taken care of. Will you help me do that?" And most customers will.Here's what I can do . .Do you have to take anything a customer dishes out?No! Common sense tells you when it is out of hand:Own reaction—feel yourself getting angrySwear words, shoutingScenario 1 Upset Customer
16 Hand off to a supervisor when . . . You’ve tried various strategies and customer remains dissatisfiedYou are becoming upsetRemove yourself from situationProfessionally—aim for smooth transitionInvolve supervisorGive yourself a Time Out—breakPractice tuning in to what you are feelingTimeoutThis is where advanced skills come inKnowing when to do this and how to do thisBreaks: Ask participants how they take breaks?Avoid the temptation to use breaks to vent. Instead:Take a walkRead a magazine or bookListen to musicEat a healthy snackWrite a letter or cardMake out a list
17 Advanced Customer Service Focus on the customerCommit yourself to solving customer’s problemEstablish an immediate connection by using person’s nameBe conscious of your attitude—use a mirrorUltimate challenge: stay professional throughoutAlready successes in letters/ s of praiseHow to take service to the next levelScenario 2
18 Sharpen Communication Skills Advanced Customer ServiceSharpen Communication SkillsAvoid jargonMatch the customer's speed and styleActively listen to ensure your understandingAnticipate questionsHave answers readySuggest optionsWhat is the definition of jargon?Give some examples of GGU jargon?GGU4YouETS
19 Advanced Customer Service Ask probing questions:To truly understand the problemExamples“Please explain what you mean by 'XXX'?""Could you tell me more about YY?“"What, specifically, did you need to do by Friday?"Probing question—open ended, requiring more than yes-no answer
20 Advanced Customer Service Clarify, clarify, clarifyTell me from the beginningHelp me to understand what happenedHow did you arrive at that conclusion?Sorry, I don’t understand. Could you help me by giving an example?Could you give me an example of when you did XXXX?
21 Advanced Customer Service Take ownershipHow are you handling the caller who's been transferred twice already?Do you actively look for people who appear lost or in need of assistance?Are you detecting uncertainty in a customer's voice that shows he or she doesn't fully understand?When you are busy, do you recognize a customer who is waiting and give a sign that someone will be available?Do you follow up with a customer to ensure that his or her needs were met, even if by another team member?Do you walk customer to the next office?Examples of taking ownershipWalking the customer to the next person, to the next officeCalling or ing customer to check that customer is taken care ofWhat would excellent customer service look like?Brainstorm these ideas--post
22 Advanced Customer Service Final pointersThank customer for choosing GGUBuild relationships for the futureThink a step ahead—what’s the next thing customer will needPass the baton—escort person to next officeIdentify other ideas in your departments
23 Golden Gate University Customer Service Standards We have committed ourselves to provide exceptional customer service, delivered consistently throughout all administrative and academic departments of Golden Gate University. To support our commitment, we have established guidelines to follow to ensure that all members of the Golden Gate University community are treated courteously, promptly, and respectfully in person, by telephone, through the Internet and in correspondence.General Guidelines:· Make eye contact, smile, say hello when people enter. Your greeting will set the tone.· Treat all people just as you would want to be treated: with courtesy and respect.· Behave in a consistently professional manner to all people.· Remain sensitive to diversity of all kinds.· Adhere to posted office hours.Telephone Guidelines:· Answer the phone with a smile.· Utilize a script for dialogue protocol.· Designate a live person to answer calls. Design and put in place a system to rollover calls.· Answer phone calls by the third ring.· Identify your name and the department, school or region.· Return all calls and messages within one business day.· Record an out-of-office greeting on voic when absent from the office.· When another department needs to be involved, transfer the call to the appropriate party, identify problem and introduce the caller.· Ask permission before putting someone on hold. Do not put someone on hold for more than two minutes. Check back frequently with callers who are on hold.Guidelines:· All inquiries should receive a response within one business day.· Remember that is a business communication tool. Proofread your before sending.· Do not use to resolve interpersonal conflicts.· Use automatic return replies when you are out of the office (be sure the automated response is ONLY for the sender, NOT for cc’s).
24 For your attention and participation Thank youFor your attention and participation