Customer Service Fundamentals Steve Kowarsky March 2005

About This Presentation There are several parts to this training, but this brief presentation is the foundation for everything you will ever do in customer service. If you remember and follow these principles, and forget everything else, you will be providing excellent customer service. If you remember everything else, and forget these principles, you will not be doing this the way it should be and needs to be done. Seriously

What is Customer Service? Taking care of their issues Which Means Taking care of Them One Issue and One Customer at a Time While you are working on an issue, treat it as if it was the only thing you had to do in the world.

Always Remember: Your Attitude Will Come Through Glad to help There is a profound experience of joy awaiting you in this activity. Don’t miss it.

The Key: Follow a Clear Process Do Every Step, Every Time Read the message Identify the issues (note the s) Find each answer – Escalate when you don’t know Write a response containing each answer Proofread your response Send your response

Read the Message A lot of us don’t read any more. It’s really a problem. And remember, even you can misread. So… Don’t scan Don’t skip Read it twice Don’t assume (Don’t assume)

Identify the Issues (note the s) We tend to skip this step. That is always a mistake. This is a discipline you need to impose on yourself. Take a few seconds (that’s all you need) to list each issue. Silently, or jot them down. If the customer was not clear, ask them for clarification. If you are not sure what the question is, don’t try to answer it.

Find Each Answer Don’t invent answers. Use the resources provided, and escalate when you are not sure. Pay attention to that little feeling of uncertainty. FAQs Predefined Responses Event Info Site & Regonline Site Your Knowledge (not your assumptions) Escalation

Elements of a Response Salutation Thank You Acknowledge Each Issue Answer Each Issue Closing Signature – First Name and Last Initial

Qualities of a Response Clarity A Smile in your “Voice” A Human Touch (not personal or familiar) Attitude of Respect and Concern You can’t always say “yes” but… At least: The Customer Must Feel Heard

Things to Avoid (like the plague) Being Excessively Mechanical Being Excessively Personal or Familiar Being Too Short or Too Long Ignoring questions asked Answering questions not asked Sarcasm, Condescension, Impatience

Proofreading We all make mistakes Especially at our age Perfection is not required Clarity is absolutely required Hint: look for the wrong word: – not vs. now, hear vs. here, lose vs. loose

Reading and Revising Points What is my purpose for writing this response? Do I clearly convey this purpose? Does the tone reflect the way I am feeling and the way I want Customer Service to be perceived? How would I feel if I received this response?

How Are You Doing? And How Will You Know? Good Feeling Supervisor Feedback Customer Appreciation

And in Conclusion… There are several parts to this training, but this brief presentation is the foundation for everything you will ever do in customer service. If you remember and follow these principles, and forget everything else, you will be providing excellent customer service. If you remember everything else, and forget these principles, you will not be doing this the way it should be and needs to be done. So, it wouldn’t hurt to go back and do this again.