Child Support Directors Association of California in partnership with California Department of Child Support Services Annual Child Support Training Conference & Expo October 5-7, 2010 | Orange County, California 1

Welcome to The CEO Secret Building Customer Satisfaction through Customer Experience Ownership 2

The Customer Experience DCSS Services The DCSS Customer Experience Your DCSS services are delivered through each customer’s experience. 3

The CEO Secret Agenda Improving Customer Satisfaction - Goals The CEO Secret – Why should I care? CEO Communication Skills - Defusing angry customers - Offering I-CAN solutions - Going the Extra Mile with GEMs Are you interested in becoming a CEO? 4

The CEO Secret Customer Service Goals To Enhance Internal & External Customer Satisfaction Levels Values – “we care” Relationships – build trust & rapport Communication Skills - create win/win, buy-in Expectations – manage and exceed Team Cooperation - produce results 5

Exercise #1’s “Hey, I’m the Customer” Exercise 1.Think of a positive service experience that was so positive that you wanted to return 2.What did you want to accomplish – your task? 3.How were you treated? (you have 3 minutes) ______________________________________ 6

Exercise #2’s “Hey, I’m the Customer” Exercise 1.Think of a negative service experience that was so unpleasant that you would avoid returning 2.What did you want to accomplish – your task? 3.How were you treated ? (you have 3 minutes) ________________________________________ 7

The CEO Secret “Hey, I’m the Customer” Remember what these experiences felt like for you. They are the foundation for the CEO Secret. 8

The CEO Secret Become a Customer Experience Owner Take ownership and responsibility for making every customer experience positive. 9

The CEO Secret Customer Experience Owners Act as a customer advocate Show ownership attitudes and skills Take responsibility for total experience As a team, create seamless experiences Never say “no”, instead say “I can...” Find ways to give GEMs ™ to delight Follow-up to ensure positive experience 10

The CEO Secret Become a CEO: Customer Experience Owner Motivational Skills Communication Skills 11

CEO Motivational Skills The CEO’s Beliefs Customers – Internal and External Customers Expectations CEOs Own the Customer Experience Customers Needs 12

The CEO Secret Who is the customer? You & Me Regardless of your job, we all have customers External Walk-in, call-in Internal Your manager, your co-workers Expectations??????????? 13

Customer Needs 14

Exercise Surprise Exercise 15

CEO Motivational Skills The CEO’s Beliefs Customers – Internal and External Customers Expectations CEOs Own the Customer Experience Customers Needs 16

A-B-C Skills CEO Communication Skills for Customer Satisfaction AlignShow you understand and care BridgeTell customer what you will do next ClarifyQuestions to uncover situation and needs CheckQuestions to verify understanding DelightGo the Extra Mile (GEMs) ExplainState the what and why of options 17

CEO Model ™ 18

Defusing Angry Customers Angry Customers 1.Their task needs are not being met to their expectation 2.They are not being treated with respect 19

Defusing Angry Customers “I ………….how..…………..it can be when..……” Understandingemotion situation understandupsettingyour bill isn’t what you expected realizefrustratingyou are put on hold for a long time can seeannoyingyou have to wait to be seen 20

Defusing Angry Customers Benefits Apology ….. followed by an empathy statement “I apologize for the mistake. I…..…..how..…..it can be when………” Builds trust – “we care” Establishes rapport 21

Exercise #1’s 1.Briefly state your complaint to your partner – ex: “ I got the wrong bill” 2.Listen while your partner responds with an apology and an empathy statement. You have 2 minutes 22

Exercise #2’s 1.Listen while your partner states their complaint. 2.Respond with an apology and an empathy statement. You have 2 minutes 23

A-B-C Skills AlignShow you understand and care BridgeTell customer what you will do next ClarifyQuestions to uncover situation and needs CheckQuestions to verify understanding DelightGo the Extra Mile (GEMs) ExplainState the what and why of options 24

I-CAN Solutions Avoid using “Service Killer” phrases like: …….. It’s not my job …….That’s against our policy …….I don’t know – you should Offer I-CAN Solutions: …….I Can call the right person to make sure it’s done …….I Can find the answer and be right back to you 25

I-CAN Solutions I-CAN Benefits Demonstrates ownership - “I will help you” Increases cooperation and customer buy-in Builds relationships and rapport - “I care” Creates opportunities for a “win/win” solution 26

Exercise #1’s 1.Listen to your partners request. 2.Offer an “I CAN” solution. You have 2 minutes 27

Exercise #2’s 1.Briefly state your request to your partner – ex: “I need to have my driver’s license released ” 2.Listen while your partner responds with an “I CAN” solution. You have 2 minutes 28

Going the Extra Mile with GEMs GEMs provide something extra GEMs go beyond that customers expect GEMs offer: Extra Information Extra Suggestions and Recommendations Extra Actions and Responses 29

Going the Extra Mile with GEMs GEM Benefits Makes customers feel unique and special Exceeds customer’s expectations Demonstrates CEO ownership 30

Creating CEOs Are you interested in becoming a CEO? CEOs can: Improve customer satisfaction levels Motivate customer service staff Utilize superior communication skills Enhance teamwork and cooperation 31

Customer Focus, Inc. One of largest national customer service training companies with over 300,00 programs graduates. Kathy Biagi Larry O’Brien (949)

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