Customer Service 101 Developed by: Dawna Morse, San Diego Workforce Partnership & Desiree Romero, San Diego Unified School District

Objectives Understand importance of the customer & customer service Know the types of customers (internal and external) Understand key moments Understand and create supreme customer service How to handle complaints/dissatisfied customers Review Do’s and Don'ts for Customer Service

What is Customer Service? All encounters between the customer and the business Ability to provide top-notch service, based on how a company wants to treat its customers Treating customers with respect, individuality, and personal attention

Think about the time you… Received bad customer service Received good customer service Received OUTSTANDING-BLOW YOUR MIND-customer service

Internal and External Customers Internal: People within a company that you work with and serve such as a vendor, co-worker, boss, delivery workers, housekeeping, facilities, IT, HR, Cafeteria workers, etc. External: A person who comes to your company for a product or service

Discussion! Who are customers? What does a customer mean to a company? Why are customers important?

Who are Customers? The most important part & biggest asset to business! We depend on them-not vice versa! They pay our salaries and wages! Purpose & part of our work. They go where they get the best service. Is doing us a favor by coming in, we aren’t doing them a favor by serving them! No customers= no job! Relies on us to fill their needs/wants and are the backbone to all businesses!

Why they leave and don’t return… 69 % of the time: Poor Customer Service 13% of the time: Unhappy with products 9 % of the time: Better prices elsewhere 9% of time: Other (moves, death, loss interest, etc.)

When good goes bad.. An unhappy customer will tell 8-10 people about their problem “YELP” is a customers best friend but a businesses worst enemy. 7 out 10 customers will return if you address the problem in their favor 95 % will do businesses again if you address it on the spot.

If you got it, then flaunt it! Honest Courteous Welcoming Friendly Timely Attention to detail Happy

Discussion! What does customer service mean to you? What words pop in your head when you think of customer service??

Treating customers as our G.U.E.S.T. G- Greet the customer U- Understand their needs E- Explain items, menu, sale items, specials, etc. S- Suggest additional items (*upselling) T- Thank the customer

The Good, The Bad, Awesome! Good customer service is when the customer gets what they expect!

Discussion! What are some examples of GOOD customer service?

The bad is when you get less than you expected…..

Discussion! What are some examples of BAD customer service?

The AWESOME is when you get more than you expected!! http://www.youtube.com/watch?v=qOZPlt3Ha0Y

Discussion! What are some examples of AWESOME customer service?

Moment of Truth!! Point in which you make an impression on a customer. Can turn into a moment of misery real quick… It can be good, bad, or awesome! Remember- YOUR actions and attitude can affect whether or not a customer returns…

Discussion! What do you think you should do when a customer is unhappy and complains?

Use the H.E.A.T. Method Use the H.E.A.T. method for handling challenging situations when customers are upset. H.E.A.T. is an acronym that stands for: Hear them out Empathize Apologize Take responsibility for action

Why use H.E.A.T.? When emotionally upset, people are not likely to understand a logical explanation of why something occurred or why something can't be done. They definitely don't want someone arguing with them. What they want is someone to listen to and to acknowledge their upset feelings. If they perceive that you are honestly trying to understand the situation and how they are feeling, a potentially tense situation is usually diffused. If they don't feel understood or cared about, the situation can easily escalate.

How H.E.A.T. Works After patiently listening (Hear them out), you could say “I can see you are very concerned about this (Empathy). I am sorry this happened (Apologize). Let me check and see what I can find out (Take Action).” Or, you could say “I know it is frustrating to have to wait (Empathy). I apologize for the delay. (Apology). We're working hard to get you finished as soon as possible. Would you like something to drink (Take Action)?”

Do’s SMILE! Be presentable (clean, smelling good, and professional looking) Figure out needs of the customer Make customers feel important CUSTOMER IS ALWAYS RIGHT- even when they are wrong. Do not argue, yell, or fight with the customer. Apologize when things go wrong & thank customer’s for their understanding and patience Be a team player- help out when you can & pick up the slack when needed.

Don'ts Don’t rush. Make the customer feel like they are the only one that matters Do not talk with co-workers when customers are around. Stay busy and keep the business clean Leave all technology away from business areas. Out of site- out of mind! Don’t forget that some companies record customer service telephone calls between employee and customer