Customer Service

What are customers? They are the reason our business is successful We sell them products and services They constantly need assistance They don’t interrupt your job, they are the reason you have it

Attitude Checklist Enjoy helping people Handle people well Care for your customers Give fair and equal treatment to all Be understanding of people with special needs

Skills for Customer Service Know about your organization Learn the technical parts of your job Communicate well Be organized

Brainstorm What do customers want?

Greeting Customers SMILE Be attentive Establish eye contact Introduce yourself Ask how you can help Give the customer your full attention Be polite and courteous

Hear Empathize Ask questions Take responsibility HEAT Don’t be cold to the customers’ needs

Communication Equation How the customer receives your message What you hear 40% Tone of voice Vocal clarity Greetings What you see or feel 50% Facial expression Posture/Body language Eye contact Dress and grooming Words: 10% of the message

Tone of Voice Profesional and courteous? Sincere or not? “Good Morning” ???? “That's a good idea” ????? Some appropriate greetings “Good Afternoon” “Good Evening”

Choosing the right words Don’t say “Hold on a minute” Do say “Are you able to hold?” Don't say “I can’t help you with that.” Do say “Let me find someone to help you with that” Never say “I don’t know”, try these instead “I’ll find out for you” “I need to check on that and get back to you” “I’ll need to look that up, when is a good time to get back to you?”

Effective Listening Ask questions for better understanding Repeat numbers to avoid mistakes Encourage the customer to continue Don’t interrupt

Interesting Customer Facts Only 4% of customers will complain Dissatisfied customers on average tell 10 people about their experience Golden Rule: 1 chance to make a 1st impression People make judgments after 30 seconds

A Positive First Impression Be confident Knowledge Confidentiality Follow up

What to avoid at all times “I don’t know” Lying Ignoring the customer when you are busy Treating people unequally

Telephone skills Pleasant tone of voice Identify yourself Speak clearly and slowly Assure them you are listening Don’t interrupt

Telephone Greetings Don’t say Do say “Hello” “Salus Hospital” “Good morning, Salus Hospital this is Kyle speaking, how can I help you?”

Guaranteeing Return Business Smile Leave a positive impression If you’ve said you’ll follow up, do so Inform them about future products Invite them back Thank them and say good bye

Types of Customers Regular customers Customers with special needs Speak different language Disabled Different customs Limited mobility Young customers 3. Difficult customers

Dealing with Difficult Behavior Label the behavior, not the customer Listen Don’t get defensive Don’t take it personally Find out what the customer wants Discuss alternatives

The Pessimist Don’t try and change they way he is as a client, you won’t achieve it If he complains, try and fix the problem Treat them with respect and tact Take a large dose of patience

The Playboy, Ladies-man, Player Don’t prolong the conversation Don’t lose your posture If you show the client that you are offended, you will hurt his feelings or self-esteem Use your sense of humor. (“I’d love to go have a drink with you, along with my husband and children”)

Timid or Shy customer This customer can be an easy one to please. Find out what he really wants Carefully watch for signs of unhappiness. Remember what’s best for you may not be best for him. Let him know your aim is to please.

“Know-it-all” Customer Acknowledge what they say Compliment them on their research Be generous with praise No matter how tempting, don’t “put them in their place” Don’t try to be smart, you can’t win Ask them questions

Talkative Customer Ask closed questions Limit the time available for them to interrupt Provide minimal response Smile and be pleasant, but don’t encourage them Wind it up

Angry Customer Listen carefully without interrupting Empathize Remain calm and polite Don’t escalate the situation Don’t take it personally, become defensive, or blame others Propose a plan of action Seek support if you get scared or can’t come to a conclusion

Indecisive Customer Patience is very important here Find out what they really want Ask them for options Say back to them what they’ve said Be logical Confirm a plan of action Perhaps put it in writing

The Suspicious Customer Establish your credibility Ensure you know your product or service Don’t talk about something your not familiar with Be careful what you say Polite As always, don’t take it personally, they don’t trust anyone

The Finger-Snapper Assure him that you understand his signs Ask him how you can help Show him you are paying attention Can be entertaining if patience is kept.