Developing A Customer-Focused Attitude Welcome and thank folks for coming Introduce self and establish credibility INTRODUCTION: Survey participants – How long have they been working at this co or organization? Elicit responses Pick out employees w longer periods of employ Ask those employees – Have you seen much change in your workplaces over the years? How have your workplaces changed? (Can use flipchart) Debrief – OK – it is time to lose your innocence – Business in the 21st century is about: Competition, Rapid change Technology Creativity, Innovation What it takes to be successful! The most important relationship your company has: the relationship between the employee and the customer or client – whether the relationship is over the phone or in person So what is the goal of this training? – strengthen this very important relationship!

Agenda Customer Service Means….., Self-Test/Rate Yourself Setting the Tone Dealing with the Angry Client Different Ways to Say It Five Pillars of Success Practice Makes Perfect Ask participants what they hope to leave the session with – what is their intent in attending this session. Reinforce – If someone’s particular needs won’t be met the session, encourage them to speak with you after class or contact HMS for an individual consultation. Review the Agenda – Let them know that the session will include: facts and figures opportunity for critical self-analysis (self-assessment – critical to change old habits – embrace new ones!) Take-away skills – opportunity to practice

Why is Quality Service Important? 2/3 of Business is SERVICE Affects my Buying Decision I’ll go back there again I’ll tell others (1:7) Elicit responses from participants – Why is quality service important (Can use flipchart) Growth of the service industry – service business is extremely competitive Facts & Figures – Did you know that service industry employs 1/3 of the total workforce Makes up ½ of all US businesses Projected future expansion Quality of service is also important in a client’s decision to buy or use co services Not just about the product – quality and price Retaining business – Important to attract new clients but can you keep them? Retaining existing clients – essential for business Often, customers who are unhappy w service won’t complain, they just DON”T COME BACK! Good news travels fast – bad news travels even faster! Every company wants to develop a “GOOD BUZZ” – If word gets out that your company offers good service – people will call

The Best of Times & The Worst of Times Begin group activity – The Best of Times and The Worst of Times In a Nutshell – In this activity participants recall and share their real-life experiences – both good and bad – as customers. By highlighting the actions of other customer service providers and the effect of those actions on the participants, the group becomes more aware of what they should and should not do I customer service situations. Time: 10 minutes Supplies: Flipchart and markers What to do – Give participants a few moments to think of the best experience they’ve had when dealing with a customer service representative. Solicit stories from a few people. Be sure they focus on what, specifically, the service person did that led to a good customer service experience. Capture key words on a flip-chart entitled “What to Do” Next, Give participants a few moments to think of the worst experience they’ve had when dealing with a customer service representative. Solicit stories, specifically what the customer service rep did that was wrong. Capture key words on a flip-chart or white board under the heading “What Not To Do”

Customer Service Means . . . Doing ordinary things extraordinarily well. Going beyond what’s expected. Adding value & integrity to every interaction. Being at your best with every customer. Discovering new ways to delight those you serve. Surprising yourself with how much you can do. Taking care of the client like you would take care of your grandmother. Using flip chart from previous exercise Review negatives – “what not to do” Review positives – ‘What to do” Ask participants to complete the phrase: Customer Service Means . . . (Objective – to help participants understand the meaning of serving customers – lead-in to developing a definition of customer service for participants departments)

How do you rate? Opportunity for critical self-analysis, training is about identifying opportunities and turning the opportunities into strengths! Pass out Customer Rating Scale – this scale will help you determine how effective you are in handling these situations, and show you areas that you can improve upon. Instructions: You will notice that there are two columns of statements with a scale form 1-5 between them. Begin by reading the parallel statement on each side of the scale. When you have read each statement, determine which most describes you (“3” is neutral) When you have completed this, go through the list and add up the numbers. Compare your total score to those at the bottom of the page to see how you measure up. Get feedback from participants

What’s the Difference? Our External Clients Our Internal Clients Give following example: Shari is a customer service representative for a local bank. Her external customers is anyone who walks through the doors or calls. But, Shari also has internal customers – Ask participants to brainstorm a list of her internal customers Ask participants to jot down a list of their various job duties or tasks Instruct participants – each task or duty serves an internal or external customer. Have participants ID which customer they are serving when they perform the task they listed Have participants share Remind participants – providing quality service applies to both, same set of skills are necessary to be successful!

Setting the Tone Make the client feel welcome Use the client’s name Listen carefully Let the client know that you are listening Don’t leave the client hanging Let’s start to lay the groundwork – tools that we need to provide quality client service Ask participants – Why is setting the tone so important? Lays the groundwork for how the rest of the interaction will be Use flipchart responses from Best of Times, Worst of Times – What to do, What not to do Ask participants – How do you make the client feel welcome? Greeting – friendly greeting of the day or How can I help you? Why is it important to REMEMBER and use the client’s name during the interaction? – adds the personal dimension, client feels like you care. Active listening skills – Ask participants – How do you know when someone is listening to you? CONCENTRATE, DON”T JUMP AHEAD OR MAKE ASSUMPTIONS Ask participants – How do you communicate to the client that you are paying attention – Give responsive feedback Be Responsive – Ask Participants – what happens if you don’t have the answers, how do you handle the situation?

Different Ways to Say it This way Or that Communication style makes a difference – Rewording your thoughts is important – What you say can hinder or help – There are many different ways to express the same thought Rewording is another important tool! Divide participants into groups of 5, Hand out work page – “This Way or That – Communication Style Makes a Difference” Ask participants to rephrase the following statements (remind them to use the quality client service tools presented) Each group to assign a spokesperson – Ask for responses.

A Customer Could Be Upset Because . . . Go Back to flip chart – “The Best of Times, The Worst of Times” Ask participants to revisit their own personal customer service nightmare – Describe some the feelings you were experiencing Ask participants to finish the sentence – I was upset because . . . : write on flipchart Compare participants’ list to common causes: expectations not met already upset at someone or something else (boss, spouse, kids, coworker) feeling tired or stressed feel powerless, victimized no one will listen has chip on their shoulder Doesn’t have the proper information or skills to handle your concern Believe the organization or co is dishonest Promises made that have been kept Person was discourteous, rude, unpleasant, bored, checked-out Uses any and all excuses to prove they are right You made a wrong assumption about the services this co can provide

How do you turn a frown upside down? Acknowledge Empathize Apologize Educate Ask Participants – How do you turn that frown upside down? How could that person in your worst nightmare made you feel better? More tools to add to that providing quality service toolbox! Not only about what you say but also how you say it and your body language LISTEN!!! Apologize - Ask participants – do they have a hard time apologizing? Why? Acknowledge – what the client is saying Let them know that you want to help Empathize what they are feeling, even if you don’t agree Educate – Ask for additional information about the client’s concerns, explain possible options for resolving the concern, ask the customer what he or she would like to see happen Thank the customer for their feedback Always follow-up Body language face the client make eye contact adopt a concerned body posture – voice tone – facial expression avoid a condescending or impatient tone eliminate distractions practice patience Don’t take it personal!

The Five Pillars of Success Smile Greet the Client Use open body language Make eye contact Thank the Client

Practice Makes Perfect

QUESTIONS & ANSWERS