Presentation on theme: "DEED WorkForce Center RRACP Module 2 Unit 2: Customer Service."— Presentation transcript:
1 DEED WorkForce CenterRRACPModule 2Unit 2: Customer Service
2 Unit Competency Statement and Learning Objectives Know the customer service protocol and understand the importance of and how to provide high-quality customer service.Learning Objectives:Three Elements of ServiceThe Goals of ServiceThe Customer Experience2
3 Learning Objectives Three Elements of Service Proficiency Personality PassionThe Goals of ServiceBuilding TrustThe Customer ExperienceCustomer Service ProtocolDirective and Discovery Communication StylesStaff and Customer Process Aids3
4 Providing Excellent Service Picture oftopicJack Mateffy
5 Three Elements of Service Learning Objective 1Three Elements of ServiceProficiencyPersonalityPassionThree
8 Passion Drives Proficiency & Personality Customers can feel your passion!Proficiency & Personality
9 What Servicing Customers Gives You The opportunity to apply your proficiencies to assist customers with their needs and change lives.The stage to let your personality and character be used to guide customers in a new direction.A chance to feed your work-related passions.
10 Discussion PointWhen was the last time you saw someone with passion serving customers?How did you know she/he was sincerely engaged with the customer?
11 Three Elements of Service KEY POINTS Proficiency, personality and passion are the three elements of service.Passion drives proficiency and personality.Servicing customers gives you the opportunity to apply your proficiencies and use your personality to assist customers with their needs and guide them in a new directions.
12 Learning Objective 2The Goals of ServiceBuilding Trust12
13 Building Trusting in??? Whom: You Themselves What: Your guidance Their willingness to use what you’re offeringTheir ability to change their thinking13
14 Discussion Point What do customers who trust you do and say? How do customers that have learning to trust their own thinking do and say?
15 Problematic To Normative Thinking ThreatenedSelf protectingSuspiciousResistantNormative:OpenResponsiveListenTurn advice into action15
16 Discussion PointHow do you help job seekers move from problematic to normative thinking?
17 The Goals of of Service KEY POINTS Trust is a crucial element in the decision-making process.Transforming problematic thinking to normative thinking illustrates excellent customer service.Characteristics of problematic thinking: problematic:threatened, self protecting, suspicious and resistant.Characteristics of normative thinking: openness, responsive, listening and turning advice into action.
18 The Customer Experience Learning Objective 3The Customer ExperienceCustomer Service ProtocolDirective and Discovery CommunicationStaff and Customer Process Aids18
20 Discussion PointWhy does serving your customers require more than being courteous?
21 Customer Service Protocol Greet CustomerEngage CustomersAssess the customer’s needsAsk Qualifying Questions and RedirectUncover Needs and GoalsConfirm needsTake Action Steps21
22 1. Greet Customers Make eye contact Create a greeting that includes: Your nameWhat you do at your WFCYour willingness to help22
23 2. Assess the Customer’s Needs Ask Qualifying Questions andRedirectJob seeker or business?Familiarity with WFC?Work on your own or need help?What experience do you have at this WFC?Redirect themMake introductions when possible23
24 Uncover Needs and Goals Discover where they are in the processOffer a process guide/aidFind out the results they want to achieveSuggest they focus on one or two goals at a timeConfirm their responses by taking notes and summarizing24
25 3. Confirm Needs Ensure you understand the customer’s needs by confirming them.Repeat the customer’s needs in your own words.25
26 4. Take Actions Steps Ask customers to write down action steps. Be specific when describing a program, workshop, or resource.Describe up to three actions.Ask customers to circle items on flyers.Offer to clarify if they look confused.Make introductions when possible.26
27 Discussion PointWhere in this Customer Service Protocol do your passions for work most often get fed/expressed?
28 Too Much Traffic? Have a suggested starting point for new walk ins. Resist the urge to give a detailed tour of your WFC.Look for confirmation when you redirect.Hand them no more than three flyers at a time.Remember that although their needs may be great, they can only process three to four pieces of information.28
29 Serving Challenging Customers Recognize customers’ anger, frustration, andimpatience for the fear it often represents.The key is to quickly find a way to help them gain some control over their situation.Ask, Is there anything specific you need help with?Allow angry people time to calm down and regain perspective.Restate their goals when customers are confused or become tentative.Disengage when you feel threatened physically or emotionally or when the conversation isn’t productive.29
30 DIRECTIVE AND DISCOVERY COMMUNICATION STYLES 30
31 Directive Communication Style Based on the idea that there is one correct answer.The customer service person has the right information/solution.That the customer wants advice.Most effective when giving instructions, explaining programs, directing people to resources, and demonstrating proper completion of a task.This communication style can be characterized as one person “telling” another what, how, or when to do something.31
32 Discovery Communication Style There could be a number of answers.The customer is the best person to ask and answer, What’s the best solution for me?Job seekers are more likely to implement their own ideas.This style is characterized by withholding judgment and advice, asking open-ended, and actively listening.32
33 Discovery Communication Advantages Provides guidance tailored to each job seeker’s situation.Improves thinking skills.Builds confidence in judgment.Accelerates learning.Stimulates creativity.Improves problem-solvingskills.33
34 Discovery - Fostering Questions What specifically did you come here to do?What has worked for you in the past?What kind of job would give you a greater sense of purpose?When will you apply for that position?How would you like me to help you?What resources have you used this week?What did you take away from the last workshop?34
35 Discussion Point When have you used the directive communication style? When have you used the discovery communication style?
37 Process Aids Deliver the information when its needed Come in many formsSave staff timeOutline best practices for job seekersTeach customers how to use the WFCGive customers and staff practical tools for taking controlChange the depth of customer questions
40 The Customer Experience KEY POINTS The customer service protocol: greet customer, assess customer’s needs, confirm needs and take action.The situation dictates the proper use of either directive communication or discovery communication.Directive communication can be characterized as one person “telling” another what, how, or when to do something.Discovery communication provides guidance, improves thinking and problem-solving skills, builds confidence and learning and fosters questions.Process aids facilitate the WFC orientation process.
41 RecapTo serve customers effectively requires proficiency, personality, and passion.We are at our best when we express our work-related passions.The goal of serving customers is to build their trust in us and themselves.We serve customers by greeting engaging them, asking qualifying questions, uncovering their needs and goals, confirming their action steps, and offering the resources they need.To guide customers, use the directive and discovery styles of communication.41