Presentation on theme: "Workshop: Customer Service Presented by Office of Human Resources and University Library December 2004."— Presentation transcript:
Workshop: Customer Service Presented by Office of Human Resources and University Library December 2004
2 Why a workshop? Survey September Opportunity
3 Learning objectives By the end of today’s session, be able to: Demonstrate GGU customer service standards in person, by phone, and by Ask probing questions to solve customer problems Manage difficult customer interactions Build customer relationships
4 Topics What’s my role? GGU Customer Service Standards CS standards—the basics In person By phone By Dealing with Difficult Customers Advanced Customer Service skills
5 Customer service video
6 What's My Role? GGU priority to provide excellent customer service Student customers Internal customers—coworkers, other departments, offices Customer service skills: “tools of the trade” First point of contact: voice on the phone, face behind desk, exchange
7 GGU Customer Service Standards Key Points: Commitment Exceptional Consistent Throughout all GGU administrative and academic departments Treat people courteously, promptly, and respectfully In person, by telephone and
8 Make eye contact, smile, say hello when people enter. Your manner of expression and body language set the tone. In person
9 A face is worth 1,000 words
10 In person 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.
11 Telephone Guidelines Answer 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?
13 Dealing with Difficult Customers I was shuffled around Someone was rude to me Someone was indifferent No one listened to me My expectations were not met Here’s why I am upset
14 Dealing with Difficult Customers 1.Stay calm yourself. Use the STOP technique: S ignal (Notice your body signals—Are you clenching your jaw? Breathing rapidly?) Ta ke control of yourself. Do the O pposite of warning signal (Relax your jaw; take a slow, deep breath). P ractice being aware of and dealing with your body signals and emotions. 2.Let the customer vent. Listen without interrupting. When customer finishes venting, you will know—there is usually an audible outflow of air. 3.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.
15 Dealing with Difficult Customers 4. 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.“ 5. 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. 6. 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..
16 Hand off to a supervisor when... You’ve tried various strategies and customer remains dissatisfied You are becoming upset Remove yourself from situation Professionally—aim for smooth transition Involve supervisor Give yourself a Time Out—break
17 Advanced Customer Service Focus on the customer Commit yourself to solving customer’s problem Establish an immediate connection by using person’s name Be conscious of your attitude—use a mirror Ultimate challenge: stay professional throughout Already successes in letters/ s of praise
18 Sharpen Communication Skills Avoid jargon Match the customer's speed and style Actively listen to ensure your understanding Anticipate questions Have answers ready Suggest options Advanced Customer Service
19 Advanced Customer Service Ask probing questions: To truly understand the problem Examples “Please explain what you mean by 'XXX'?" "Could you tell me more about YY?“ "What, specifically, did you need to do by Friday?"
20 Advanced Customer Service Clarify, clarify, clarify Tell me from the beginning Help me to understand what happened How 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 Take ownership How 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? Advanced Customer Service
22 Advanced Customer Service Final pointers Thank customer for choosing GGU Build relationships for the future Think a step ahead—what’s the next thing customer will need Pass the baton—escort person to next office Identify 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 you