1 Instructor Preparation 1. Objectives of this modules - review customer service skills regarding: u What Customers Want u Putting Out the Fire u Helping Customers Stay Calm u Exercising the Golden Rule u Moving from Problem to Solution 2. Print out the next slide (slide 2) so that you have 1 copy per team. 3. Divide the class into teams 4. Have each team come up with several ideas for each category. (about 5 minutes) 5. When they are done, go through slides 3-8 and compare what they have to the information provided. Discuss differences. 6. Take a few minutes to play Jeopardy with the students. Keep score on the board.

2 How can I serve my customer Best? q What Customers Want 4 q Putting Out the Fire 4 q Helping Customers Stay Calm 4 q Exercising the Golden Rule 4 q Moving from Problem to Solution 4

Customer Service How Can I Best Serve My Customers?

4 What do customers want? q Product Knowledge 4 Become an expert on our products and services q Anticipate customer needs 4 Ask open-ended questions 4 Use Active Listening Skills q Manage customer expectations by using a “Can do” attitude 4 I’m sure I can ….. 4 Here’s what I can do q Do Something Extra 4 Greet customers by name and lets them know you appreciate your business

5 How do I put out the fire when things go wrong? q LAFF 4 Listen, Apologize, Fix it, Follow-up q Stay calm and accept responsibility q Determine wants and needs 4 Partner with customer to find solution q Be proactive rather than reactive 4 Here’s what I can do…. 4 We need to make this right for you.. q Use positive self-talk 4 Chalk up the wins q Help Customers Stay Calm

6 How Can I help customers stay calm? q Listen without interruption (let them vent) q Don’t take it personally q Acknowledge customer’s feelings q Pause before you respond. This ensures… 4 Are they done? 4 Shows you take it seriously 4 Allows you to be proactive, not reactive

7 Exercise the Golden Rule q Do it their way whenever possible q Form a partnership (win / win) q Promise good, deliver great! q Little things mean a lot 4 Thanks you, “customer name” q Show respect for customers opinions 4 Let them save face q Don’t Blame customers! q Fix the customer, not just the problem

8 How can you from problem to solution? q Paraphrase the problem q Stick to the facts 4 Get as much information as possible 4 Is this a symption of a bigger problem? q Don’t pass off the customer – stay with them 4 If you must turn over – you tell the problem to the new partner – don’t make the customer tell it over q If you have flexibility, give the customer choices 4 Getting customer input may help with future problems q If there is little flexibility, suggest a workable solution 4 Keep the customer in the loop (tell them who, what, when, where, how) q Get the right people involved

9 Now that you know… Take a few minutes and test your customer service knowledge on the Jeopardy board

10CustomerWantsPutting Out Fires Out FiresGoldenRuleMovingFrom P  S $100100$100100$100100$ $200200$200200$200200$ $300300$300300$300300$ $400400$400400$400400$ Customer Service Jeopardy End Game

11 Customer Wants for 100 Home What is a good way to earn your customer’s respect and improve your customer service skills? Answer

12 Answer Become an expert on our products and services. Home

13 Customer Wants for 200 Home “I am sure I can…” reflects what kind of attitude? Answer

14 Answer A “Can Do” Attitude which helps manage customer expectations. Home

15 Customer Wants for 300 Home Greeting customers by name is an example of doing what? Answer

16 Answer Doing Something Extra lets customers know you appreciate their business and see them as an individual. Home

17 Customer Wants for 400 Home How should you follow up after a problem have been solved? Answer

18 Answer 1. Write down what happened, put it in a bottle, and throw it in the ocean. Home Sorry Knowledge, just like a good sunset, needs to be shared. That way everyone benefits. Click the answer to clear this answer and try again Sorry It is never good to keep things bottled up. It is stressful and no one else will learn from the situation. Click the answer to clear this answer and try again Correct Fixing problems and telling others how they were fixed benefits everyone. This also helps prevent future problems. Way to go! Please click on the answer that you believe is correct. 2. Keep it to yourself to ensure job security. 3. Document the problem and the solution. Let team members know what actions took place to prevent the problem from occurring again.

19 Putting Out Fires for 100 What does LAFF mean? Home Answer

20 Answer Home Listen, Apologize, Fix it, Follow up Look, Ask Questions, Fix it, Follow up Laugh, Apologize, Fix it, Forget it Listen, Ask What happened, Fix it, Follow up  X X X Please click on the answer that you believe is correct. Click the answer again to clear the X and try again

21 Putting Out Fires for 200 What are things you can do to put out the fire? Home Answer

22 Answer Home Laugh Please click on the answer(s) that you believe are correct for putting out customer fires.  X  X     LAFF Stay calm and take responsibility Determine wants and needs Be proactive rather than reactive Use positive self-talk Blame someone else on your team. Help customers stay calm. Click the answer again to clear the X and try again

23 Putting Out Fires for 300 You show up to a job site to install a product that the customer doesn’t want. What should you do? Home Answer

24 Answer 1. Blame the person who made the mistake. Why should you take the blame? Home Sorry Wouldn’t it be great if the person at fault always got the blame? It really doesn’t matter who is to blame, we are all responsible for fixing the problem. Click the answer to clear this answer and try again Sorry Planning revenge can be fun; however, it doesn’t solve the problem which is what our customer expects from us. Click the answer to clear this answer and try again Correct The customer doesn’t care who is really to blame, they just want the problem solved. Way to go! Please click on the answer that you believe is correct. 2. Take responsibility. Blaming others accomplishes nothing. 3. Short sheet the guilty party’s bed. That will teach them a lesson!

25 Putting Out Fires for 400 What does listening without interruption do? Home Answer

26 Answer Listening without interruptions (letting customers vent) helps customers stay calm Home

27 Golden Rule for 100 Home Promise _____, deliver _____! Answer

28 Answer Promise good, deliver great! Home

29 Golden Rule for 200 Home Fix the ________, not just the _____ Answer

30 Answer Fix the customer, not just the problem. Home

31 Golden Rule for 300 Home Whenever possible, do it _____ way Answer

32 Answer Home Whenever possible, do it their (the customer’s) way

33 Golden Rule for 400 Home How can we help customers save face? Answer

34 Answer Show respect for their opinions Home

35 Moving from P  S for 100 Home You shouldn’t pass off the customer. If you must pass off the customer, what should you do? Answer

36 Answer 1. Tell them to place another call to the helpdesk and someone else will help them. Home Sorry Just like fish we all want to be off the hook; however, Our customers expect us to get the right people involved to solve their problem. Click the answer to clear this answer and try again Sorry The customer is counting on you to solve the problem, not send them on a wild goose chase. Click the answer to clear this answer and try again Correct The customer will appreciate you telling the problem rather than making them do it over. Way to go! Please click on the answer that you believe is correct. 2. You tell the problem – don’t make the customer tell it over. 3. Pass them off to the first person you call, even if they can’t help it gets you off the hook!

37 Moving from P  S for 200 Home If you have flexibility is solving a problem, what should you do? Answer

38 Answer Give the customer choices if you have flexibility. Getting customer input can help with future problems. Home

39 Moving from P  S for 300 Providing who, what, when, where, and how does what for the customer? Home Answer

40 Answer Keeps them in the loop Home

41 Moving from P  S for 400 What can you do to help a customers deal with a problem? Home Answer

42 Answer 1. Partner with the customer to solve the problem. Home Sorry Although it might buy you some time, running away from a problem will not help you solve it. Click the answer to clear this answer and try again Sorry Confusing or distracting the customer with irrelevant information will not help solve the problem. Click the answer to clear this answer and try again Correct Partnering with the customer helps us form a win/win partnership Way to go! Please click on the answer that you believe is correct. 2. Give the customer 3 riddles to solve which will distract them while you solve the problem. 3. Page yourself and tell the customer that you must leave.

43 Conclusion Congratulations! You have what it takes to provide excellent customer service skills! (You already knew that, didn’t you?)