CUSTOMER SERVICE TRAINING

CUSTOMER SERVICE TRAINING
Contact Center Management

CONTENTS Introduction to Customer Service
Customer Experience and Customer Service What Customer Service means What do our customers want? Building Rapport First Call Resolution Ten Major Do's and Don'ts of Customer Service CUSTOMER SERVICE BASICS Identifying Customer Psyches Why do customers get upset? 5 Types of Difficult Customers and How to Deal with Them How to Handle Abusive Customers Applying H.E.A.T. to irate customers Go the “extra mile” HANDLING DIFFICULT CUSTOMERS

CUSTOMER SERVICE BASICS

Introduction to Customer Service
“There is only one boss, and whether a person shines shoes for a living or heads up the biggest corporation in the world, the boss remains the same. It is the customer! The customer is the person who pays everyone's salary and who decides whether a business is going to succeed or fail. In fact, the customer can fire everybody in the company from the chairman (CEO) on down, and he can do it simply by spending his money somewhere else.”

Three Key Elements in Customer Service Expand Your Definition of Service Limited definitions of service based on an exchange of monies for goods or service misses the overall point of customer service. “Service” should provide the customer with more than a product or action taken on his/her behalf. It should provide satisfaction. In essence, the customer should walk away pleased at the result of the transaction - not just content but actually happy. A happy customer will continue to be a buying customer and a returning customer.

Three Key Elements in Customer Service 2. Who are Your Customers? They are someone who wants the following: Satisfaction in return for what they have paid for (value for money) Someone to take care of them by understanding their needs and providing answers/solutions to these needs Someone to hold their hands and walk them through a process Most customer service is defined by how a company or organization treats “external customers”, but there is “internal customer service” as well. Expanding your definition of customer service to include co-workers will lead toward even greater success. We are all customers both inside and outside the company or organization.

Three Key Elements in Customer Service 3. Develop a Customer Friendly Approach Development of a system and attitude promoting customer friendly service. Viewing the customer as the most important part of your job. “The customer is always right” Two critical qualities to the “Customer Friendly Approach”: Communications Relationships The two main tasks of successful customer relations are to communicate and develop relationships. They don't take a huge effort, but don't happen instantaneously either.

What Customer Service Means… Think about the places where you enjoy doing business. Why, aside from the actual product or service they provide, do you like doing business with them? On the other hand, let's review a business you dislike patronizing maybe even hate utilizing but in some cases do so out of necessity. Remember, good customer service results in consumer satisfaction and return customers and growth in business. Poor customer service, except for monopolistic strongholds, generally results in consumer dissatisfaction, lack of returning customers and dwindling business.

Customer Experience and Customer Service

What is Customer Experience? Customer experience is defined as your customers’ perceptions – both conscious and subconscious – of their relationship with your brand resulting from all their interactions with your brand during the customer life cycle. Do we need to manage it? Why?

What is Customer Service?
It’s not only about helping customers. It’s also about having a heart in doing so! We need to involve and sincerely engage ourselves with our customers especially when there are concerns. Through that, we will be able to effectively relate and understand them when providing resolutions.

Now, what is Customer Service? Excellent Customer Service is defined as inconveniencing oneself for the convenience of others. - Francis Kong Serving with Heart

What Customer Service Means
Customer Service Qualities Customer Service = Accountability + Delivery Professional Qualities in Customer Service Customers are constantly internalizing their customer service experience. They are grading your customer service during each transaction but you rarely know it. While there are a multitude of customer needs, five basics needs stand out: Friendliness Most basic, associated with courtesy and politeness Empathy Identifying and understanding the customer’s situation and feelings Fairness Adequate attention and reasonable answers Control Have their wants and inputs influence the outcome Information Products and services information must be given in a pertinent and time-sensitive manner

What do our customers want?
The Top 5 most important things to customers: Source:

Building Rapport What is rapport?
Rapport is a state of harmonious understanding with another individual or group that enables greater and easier communication. In other words rapport is getting on well with another person, or group of people, by having things in common, this makes the communication process easier and usually more effective.

Building Rapport Good rapport isn’t about ‘making best friends’ with your caller. It means creating a comfortable ‘state’ where all parties converse freely and comfortably. The extra benefit is that it makes the time you spend with your caller more enjoyable. Tips for creating good rapport: Open the call with a smile - a smile can be heard Start the conversation with a ‘warm up’ - let your caller know you are human Listen well and focus Let the caller know you are listening – use verbal nods Use words that your caller uses Show empathy with your caller Be yourself and relax Go off script Be friendly

Building Rapport Simple Actions Huge Returns Smiling
Can immediately disarm a disgruntled customer Facial expression sets a positive tone before you even begin speaking Tone of voice Always convey friendliness and amicability Do not raise your voice in frustration or anger no matter how difficult or tiresome a customer may behave Be attentive When listening to a customer, slightly lean towards your customer Nod your head ever so slightly to indicate you are listening Posture Slumping in a chair or leaning against a wall while interacting with a customer are sure signs you are not interested

Building Rapport Conversations Over the Telephone
It's Not What You Say, It's How You Say It The moment you pick up a telephone, body language and visual perceptions disappear and your tone of voice becomes dominant. Almost the entire message you project to the customer over the phone is derived from tone of voice and attitude. For example: A flat tone of voice says to the customer, "I don't like my job and would rather be elsewhere." Slow pitch and presentation say, "I am sad and lonely - do not bother me." A high pitch, rapid voice says, "I am enthusiastic and excited!' A loud voice says, "I'm angry and aggressive."

Building Rapport Conversations Over the Telephone Telephone Etiquette - Answering the Telephone Pick up the phone in three rings. More than three rings signals chaos in your office or inattentiveness Greet the caller, e.g. "hello", "good morning". Good manners shows you respect the caller. Give your name, e.g., "Hi, my name is Emma". This is a courtesy that personalize the customer service experience It also allows the customer to hold you accountable for your level of service. Ask the customer if or how you can help. This also leaves the customer with a positive impression. Put it altogether and you have a good example: “Happy morning! Thank you for calling LBC, this is Ryan, how may I help you?” The greeting is key, it sets the tone and style of the whole interaction.

Building Rapport Conversations Over the Telephone
Some things which may upset a customer are simply unavoidable. Here are some tips on how to best handle these situations. Putting a Customer on Hold 1) Ask for permission; 2) State the reason and holding time; 3) Wait for acknowledgement; 4) Press the Hold button; 5) Say thanks when you get back on the time Transferring a Call Ask the customer if they mind being transferred; wait for them to say "yes" or "no" and explain why they are being transferred and to whom. Ending the Call End the call on a positive note by doing a recap on what has been agreed and by offering further assistance

First Call Resolution First Call Resolution
In Customer Relationship Management (CRM), first call resolution is properly addressing the customer's need the first time they call, thereby eliminating the need for the customer to follow up with a second call. Solving the Customer's Problems Ask necessary questions to get more complete information and completed picture of a situation Find out exactly what the customer needs you to do for them Explain first what you can do, and then gently add what you cannot do Discuss in detail all opinions, and then decide what needs to be done Undertake immediately what was discussed Check the result to make sure the customer is completely satisfied

First Call Resolution Follow-Up with the Customer Initiative is the difference between adequate customer service and customer service that wins you a customer for life. Everyday examples of exceptional customer service: • Taxi driver who opens the door for you or waits at night for you to safely get into your destination. • Computer technician who does computer work and then calls back a week later to make sure your IT is functioning well. • Car salesperson that calls a month after you buy a car to make sure it is running well. • The petrol station attendant who washes your window or checks your oil. • The electric company who calls and checks to make sure your service is working well and apologizes for any "brown outs" or "black outs."

Ten Major Do's and Don'ts of Customer Service
“No” “Yes” “I don't know” "Let me look into this and get back to you ASAP" “That's not my job/That's not my department” "Let me transfer you to the person who can immediately help you” “You are right - that is bad” “I understand how you feel. I’ll check what I can do.” “Calm down” "I'm sorry” “I'm busy right now” Politely ask them to be patient or to wait “Call me back” “I’ll call you back” “That's not my fault” “I will take care of this” “You need to talk to my supervisor” “Let me help you on this.” “You want it by when?” “Our delivery commitment is...” “No.” - Everyone hates the word "no". It is tantamount to "bad service”. It means failure. "I don't know." - When a customer hears "I don't know," they hear, "I don't feel like finding the information you need.” "That's not my job./That's not my department." - Better to say, "Let me transfer you to the person who can immediately help you will this concern." "You are right - that is bad“ – It’s better to empathize rather than sympathize "Calm down.“ - When customers are upset or angry let them vent (within reason) and they will eventually calm down. Telling them to "calm down" is belittling, and often serves only to infuriate them further. Better to say, "I'm sorry." “I'm busy right now.“ - It is not easy to juggle customers. You are often helping one customer when another calls or visits your service area. Asking a customer to be patient or politely asking them to wait is very different than putting them off and saying you are too busy to help. Leaving them standing there or on hold are two of the mortal sins of customer service. "Call me back.“ - This expression conveys little interest on the part of the customer relation's employee for the needs and wants of the customer. You should always call the customer back because you want their business and are responsive to their requests. "That's not my fault.“ - If an angry customer accuses you of creating a problem, rightly or wrongly, the natural reaction is to defend oneself. However, this is not the best course of action. The customer has a problem that needs to be solved. "You need to talk to my supervisor.“ - This cliché of bad customer service has angered and frustrated customers decades. Customers often ask for things outside the scope of your work or authority - maybe even outside the services/products provided by your company. "You want it by when?“ - Customers often make unrealistic demands, especially when it comes to time. Your first reaction may be annoyance and you may want to make a snide or sarcastic comment.

HANDLING DIFFICULT CUSTOMERS

Understanding and Dealing with Difficult Customers
Customers become upset for various reasons. Sometimes their anger is justified; sometimes it's not. Either way, in working to resolve their upset, it helps to know what caused the upset. Your product or service isn't always what is specifically upsetting to them. Angry customers could be under great stress, having trouble at work, experiencing family issues or be facing some other life challenge. Perhaps your product or service failed them at the wrong time when they were already having other problems. Upset people have little patience. Annoyances that a person usually tolerates become intolerable when that individual is upset. You can't control another person's behavior. But you can change your behavior to avoid causing annoyance.

Identifying Customer Psyches - Why do customers get upset?
A Customer Could Be Upset Because... They have expectations that have not been met. They feel that no one will listen to them unless they yell and make a ruckus. You or someone in your organization promised them something that was not delivered. You or someone in your organization was indifferent, rude, or discourteous to them. They were told one thing by one staff member and something else by another. They acted on something told by a staff member and it was wrong. They were told they have no right to be angry. They were given a smart or flip reply. You or someone in your organization argued with them. You don't have enough job training to handle their situation quickly and accurately.

5 Types of Difficult Customers and How to Deal with Them
Aggressive Alice Who she is: Alice was enraged when the delivery associate gave her 2 large empty boxes instead of 1 large and 1 medium box. According to the associate, it is stated in her booking made thru the Call Center that she requested for 2 same sizes of box. Instead of asking what happened with her booking politely, she raised her voice to the call center agent and called them incompetent. Alice is not entertaining explanations and all she wants to do is to point out the mistake of the agent who did the booking. How to deal: Whether it’s your fault or hers, the lady is obviously not going to listen. First, you have to calm down. Do not match her aggressiveness with your high emotions, because it will only create a bigger problem. Then, wait for her to calm down. When her anger has subsided, take the opportunity to apologize and offer a solution. Do not let hurtful words affect your decisions. Source: Who she is: Alice was enraged when she saw that the deluxe room she booked had one large bed inside instead of two smaller-sized beds. She thought that the room she booked was enough for her and her two kids—her daughter who wants to sleep next to her and her son who prefers to sleep in a separate bed. Instead of asking what happened with her reservation politely, she raised her voice to the staff and called them incompetent. Alice is not entertaining explanations and all she wants to do is to point out the mistake of the hotel staff.

Very Important Patrick (V.I.P) Who he is: Patrick doesn’t like waiting. He requested to pickup his box today though he is included in the list of customers, he thinks he is above everyone else and insists he should be prioritized. How to deal: While customers deserve a prompt response and quick action, you don’t need to single out a particular customer just because he thinks he’s the only one important. Do your best to explain to him that all clients listed will be served. Who he is: Patrick doesn’t like waiting. The pair of sneakers he was trying on is too small for him so he ordered a bigger size. It was a weekend so naturally, there are many customers seeking assistance from the staff, but Patrick thinks he’s the only customer present. He thinks he is above everyone else and insists he should be prioritized.

Silent Sophie Who she is: Sophie is planning to send boxes to her family in the Philippines. When asked by call center agent what size of box she liked to order, she answered, “any box where she can put the items.” How do deal: Customers like Sophie expect that once they give an instruction, the person involved can already perform the task on their own. If she is unable or unwilling to supply you with more information on what she wants, ask her questions instead. Ask her what particular box she wanted, explain to her the different sizes and the prices so that she will have an idea. Who she is: Sophie is planning on having a hair makeover at a salon. The stylist asks Sophie what hairstyle she wants. Sophie answers “a little trim and blonde hair color,” which is too vague for the stylist. How do deal: Customers like Sophie expect that once they give an instruction, the person involved can already perform the task on their own. If she is unable or unwilling to supply you with more information on what she wants, ask her questions instead. Ask her what particular shade of blonde she is referring to. Show her magazines or catalogues to arrive at a more specific hair color. Have her describe the hair style she prefers. Point out how small of a difference “a little trim” can make to her hair. She might be expecting a drastic change in her look so it’s best to manage expectations early.

Complaining Carl Who he is: Carl complained that the empty box given to him was old stock because of the faded color. He also started complaining that the associate is drenched in sweat when he got the box, the writing on the receipt is unreadable and our price is higher than other cargo companies. How to deal: It does not matter if we ran out of new boxes, just apologize for what happened, but don’t try to come up with excuses and try to explain your way out. It’s unlikely Carl will listen to your explanations anyway. Take note of his issues and notify the concerned group as your action taken. Who he is: Carl ordered Fresh Mushroom Soup but in the middle of the meal, he noticed that it tasted like ready-made mushroom soup straight from the can. Disappointed, he called the attention of the waiter and asked him to explain why the soup is not “fresh” contrary to what was stated in the menu. Carl also started noticing the little things like how unclear the glass of water is and complained that the lights are too dim for a restaurant. He wants to talk to the manager because he thinks the waiter can’t address all his complaints. How to deal: It does not matter if you ran out of mushrooms and resorted to serving canned soup instead or if Carl just has an odd palate. Just apologize for what happened, but don’t try to come up with excuses and try to explain your way out. It’s unlikely Carl will listen to your explanations anyway. Also, give him his demands in one transaction- deliver everything he might need at once. That way, you do not have to deal with him multiple times. If he is still unsatisfied, seek help from your superior but be sure to offer a solution first. For example, recommend a different soup or offer to subtract the price of the order from his bill.

Know-it-all Kian Who she is: Kian will send packs of lotion and perfumes to her family in the Philippines. She told the agent that she placed it in the middle and wrap it in a towel so that it will not break. This is also the same advice she gave to his friend when she send balikbayan box. How to deal: Give Kian a little ego-boost by recommending that it will be safer if she will put it on another container or sealed the sprayer or nozzle with a packing tape. If she still insists that you’re wrong and she’s right with her choice, let her be. You have done your part to provide her with good packing advice and it is up to her to decide whether to take it or not. How to deal: Give Kian a little ego-boost by dishing out compliments such as “you will look prettier if you wear this shade” or “I hear Drew Barrymore uses this color.” Just make sure you are telling the truth and not just complimenting her blindly. If that does not work, suggest that there are other options you think might work for her.If she still insists that you’re wrong and she’s right with her choice, let her be. You have done your part to provide her with good beauty advice and it is up to her to decide whether to take it or not.

How to Handle Abusive Customers - Applying H.E.A.T. to irate customers
Hear them out E Empathize A Apologize T Take action to resolve the concern

How to Handle Abusive Customers - Go the “EXTRA MILE”
The expression "the extra mile" refers to acts of service for others that go beyond what is required or expected. The expression probably comes from the Bible, when Jesus declares in his Sermon on the Mount, "Whoever forces you to go one mile, go with him two." Source:

“When you depersonalize abrasive behavior and see it as a call for help you become a catalyst for the best kind of change.” ― Marilyn Suttle Marilyn Suttle is the President of Suttle Enterprises LLC, a personal and professional growth training firm, through which she has presented training workshops and keynotes to thousands across the country. Her client list includes Fortune 500 companies such as Ford Motor Company, Pfizer Corporation, and Visteon; associations such as the American Cancer Society and the Association of Realtors; educational institutions like the University of Michigan; and small to mid-sized companies in advertising, financial and health care industries.

Thank you!

CUSTOMER SERVICE TRAINING

Similar presentations

Presentation on theme: "CUSTOMER SERVICE TRAINING"— Presentation transcript:

Similar presentations

About project

Feedback

Log in

Auth with social network:

CUSTOMER SERVICE TRAINING

Similar presentations

Presentation on theme: "CUSTOMER SERVICE TRAINING"— Presentation transcript:

Similar presentations

About project

Feedback