Making Sense of Customer Service

Making Sense of Customer Service
FISCAL MANAGEMENT: Making Sense of Customer Service

Department of Driver Services
Craig Southern Department of Driver Services

Welcome! Housekeeping Mute cell phones/pagers Relax Participate
Take notes Have fun

Overview This course was specifically created and developed for the 2007 GFMC Training Conference with the intent of providing Georgia Fiscal Managers with key information and tools necessary to positively enhance and expand their ability to serve their customers.

Course Objectives Know the Governor’s vision on customer service
Learn the definition of customer service Review the statewide responsibility for customer service Know how you can make a key difference in serving customers using the “GLHH” Concept of customer service Discover your Customer Service Quotient (CSQ)

Course Objectives Learn additional ways to successfully communicate with customers Discover your communication style Assess your own listening skills Become familiar with the characteristics of active listening Know some common difficult customer profiles

Course Objectives Know how to deal with difficult customers and difficult situations via new approaches and control techniques Learn the “Perception Rule” of customer service Review the Service Interaction Model for Customer Service Understand the importance of customer service flexibility

Course Objectives Know some best practices that can assist you in improving the overall service experience of your customers

Introduction It is the responsibility of each State of
Georgia employee to know – and follow – the policies and procedures for acceptable workplace performance and behavior…this includes customer service.

Impact of Customer Service
Customer service is perhaps the most critical challenge that an organization can face. In fact, it is often the primary indicator used to gauge an organization’s success. Therefore, all employees must understand the impact they have directly, or indirectly, on customer service and continuously work to improve upon it.

Governor’s Vision “Georgia will have the BEST customer service of any state in the nation.” Governor Perdue

What is Customer Service?
Everyone has an opinion about what customer service is, but in order to be successful at serving customers, a universal definition must be established.

Customer Service Defined
Customer service is knowing what your customers want and then meeting – or exceeding – their expectations, whenever possible… …you are the key to ensuring that customers have a positive feeling or sense about the role that you, and your team, play in meeting – or exceeding – their fiscal management needs and service expectations.

Positive Customer Service Experience
 Happy Content RELIEVED Glad Elated

Negative Customer Service Experience
 Unhappy Frustrated ANGRY Upset Sad

Customer Service Responsibility
F Customer Service is one of three “statewide” responsibilities which support the State’s strategic goals. This responsibility can be found in Section 3: Job and Individual Responsibilities on your Performance Management Plan. Y I

Responsibility = Expectations
To work and communicate with the general public, internal customers and/or external customers to provide information and quality services and/or products targeted to meet their expectations.

Customer Expectations
Knowing what customers want – or expect – and how to reasonably, and successfully, meet these expectations on a daily basis is key to the success or failure of an organization. Although customers are different, most experts agree their basic expectations are quite similar.

What Customers Want Customers want you to show a genuine interest in them as a person… Not treat them as an inconvenience in your day Customers want you to be quick and responsive… Not waste their valuable time Customers want you to be friendly… Not rude or discourteous Customers want you to be willing to help… Not avoid assisting them with obtaining a product or service

What Customers Want Customers want you to know your job…
Not expect them to know your job Customers want you to focus on them… Not be distracted by others or other things Customers want you to communicate effectively… Not withhold or omit information Customers want you to apologize when things don’t happen as they should… Not pretend it was the fault of someone else, them or a glitch in the computer system

What Customers Want Customers want you to treat them as you would want to be treated… Not any better or any worse, just the same

What is Your Customer Service Quotient?

Customer Service Quotient
Results?

CSQ Ratings Scale Above 40 25 to 40 Below 25
You are a Customer Service star! 25 to 40 Impressive, but there is room for improvement. Below 25 Seek help immediately to improve your CSQ.

How Can You Make A Difference?
How can you work and communicate with customers in order to provide information and quality services and/or products to meet their expectations? ?

You Can Apply the “GLHH” Concept
The “GLHH” Concept is courtesy of the Governor’s Office of Customer Service (OCS) and stands for: Greet Listen Help Honor

The “GLHH” Concept

Service Responsibility Responsibility = Expectations
Review Listen CSQ Greet Help Service Responsibility Customer Responsibility = Expectations

Quick Quiz Customer Service

Multiple Choice Questions
The Governor’s vision for customer service is: To have the best of any state in the nation To be on the Top 10 List of States in the U.S. To be all it can be None of the above Answer A

2. Customers want service that is: Faster Friendlier Easier All of the above Answer D

3. CSQ is an acronym for: Customer Service Query Customer Service Quotient Customer Service Quality None of the above Answer B

4. Customers want: To be treated as others want to be treated Service that is fast and friendly Their expectations to be met All of the above Answer D

5. The “GLHH” Concept is courtesy of: GMS OCS DDS None of the above Answer B

Greeting Customers Greeting customers should always begin
with an acknowledgement.

What is an Acknowledgement?
Definition of acknowledgement: Admission of existence Acceptance of facts Sign of recognition Indication of receipt Expression of gratitude

Extending an Acknowledgement
An acknowledgement should be extended when a customer: Approaches you for assistance Expresses a need to you Demonstrates frustration or confusion in your presence Presents a problem to be solved Directly asks for your help

Anatomy of an Acknowledgement
Acknowledgements should always be: Prompt Courteous Warm Professional Sincere Consistent Note: Acknowledgements should also express a willingness to help customers

Effective Communication
Acknowledgments are just part of the overall communication process with customers. In order to ensure the successful delivery of customer service, effective communication skills are key.

Methods of Communication
Verbal Speaking Non-Verbal Listening Reading Writing Body Language Includes facial expressions, posture, gestures and silence

Modes of Communication
Face-to-face Telephone Correspondence

Communication Styles Passive Assertive Aggressive

What is Your Communication Style?
Styles Inventory ?

Communication Styles Inventory

Elements of Communication
Research reveals that it is not what you say, but how you say it through: Words Written or verbal Tone Body Language

Elements Percent of Communication
Words 7% Tone 38% Body Language 55%

Practical Application Exercise
Words

Words Make A Difference
Keep it impersonal Rather than saying: You didn’t complete the form correctly! Say: Please complete this section of the form.

Use “I” instead of “We” Rather than saying: You’re wrong! Say: I will research your inquiry.

Avoid giving orders Rather than saying: You have to… Say: Would you please…

Avoid causing defensiveness Rather than saying: What’s your problem? Say: How may I help you?

Tone

Tone is Everything With a partner, practice saying “How may I help you?” in a tone that is: Friendly Rude Aloof Cheerful

Body Language

Action Speaks Louder Than Words
With a partner, use body language that expresses: Friendliness Rudeness Aloofness Cheerfulness

Final Word on Body Language
Meaning Tightly clenched hands, or wringing hands Person is experiencing undue pressure Steepling, joining the fingertips together and forming what might be described as a church steeple Smugness or a great deal of confidence Standing and joining your hands together behind your back Superiority and authority Rubbing gently behind, or beside, the ear with the index finger Doubt Leaning back with both hands supporting the head Feelings of confidence or superiority Placing your head in your open palm and dropping your chin in a nodding manner while allowing your eyelids to droop Boredom Putting your hand to your cheek, or stroking your chin Thinking, interest, or consideration

Review Non-Verbal Tone Greet Body Language Assertive Acknowledgement
Words Tone Greet Body Language Assertive Acknowledgement

The preferred communication style is: Assertive Aggressive Passive be None of the above Answer A

2. Body Language includes: Gestures Facial Expressions Posture All of the above Answer D

3. Acknowledgements should always be: Clever and clear Courteous and prompt Prompt and efficient None of the above Answer B

4. A mode of communication is: Face-to-face Telephone All of the above Answer D

5. The highest rated communication element is: Tone Body Language Words None of the above Answer B

LISTEN

Effective Listening Hearing is more than half of being heard.
Taking the time to listen to the person speaking increases the likelihood of that person taking the time to listen to you. A barrier to the communication process is when the speaker believes that no one is listening.

Are You An Effective Listener?
Listening Skills Assessment ?

Effective Listening Score
Mostly A and B answers You are an effective listener Mostly C, D & E answers Your listening skills need improvement

Listening makes our customers feel worthy, appreciated, and respected.
The Power of Listening Listening makes our customers feel worthy, appreciated, and respected. Ordinary conversations emerge on a deeper level, as do our relationships. When we listen, we foster the skill in others by acting as a model for positive and effective communication.

Active Listening Active listening is really an extension of the Golden Rule… to know how to listen to someone else, think about how you would want to be listened to.

Effective Listening Skills
Results?

Characteristics of Active Listening
Always face the speaker Maintain eye contact Minimize internal/external distractions Respond appropriately Focus on what the speaker is saying Keep an open mind Ask clarifying questions

Review Eye Contact Words Verbal Body Language Assertive
Angry Words Verbal Body Language Assertive Effective Listening

Greeting customers always begins with an: Acknowledgement Remark Comment None of the above Answer A

2. An acknowledgement is an: Expression of gratitude Indication of receipt Admission of existence All of the above Answer D

3. An example of body language is: Writing Gestures Speaking None of the above Answer B

4. Elements of communication include: Words Tone Body Language All of the above Answer D

5. A type of communication style is: Verbal Aggressive Face-to-face None of the above Answer B

B R E A K

Difficult Customers It is easy to help people you like, and
even easier to help people who like you. But that’s not always the case in the customer service business. Sooner or later, you will have to deal with a difficult customer.

Difficult Customer Profiles
In order to help difficult customers, you must be able to recognize them. Although customers can be difficult in a variety of ways, there are some typical profiles to watch out for as follows: Big Shot Hysteric Whiner Jerk Enraged

Big Shot Profile Basic characteristics of this customer:
Must be seen immediately Demanding Rules don’t apply to them Threatens employees Orders service, doesn’t request it Issues ultimatums and deadlines

How to Deal with the Big Shot
Techniques for dealing with this customer: Demonstrate action; take observable steps to at least move the service process forward Don’t talk policy as the big shot sees himself as an exception anyway, so policy won’t have an impact Don’t let the big shot’s ego destroy yours; focus on the business being transacted, not the personality Stick to your position; accentuate the positive by repeating what you can do for him

Hysteric Profile Basic characteristics of this customer:
Overly dramatic – everything’s a crisis Explodes over small issues Exaggerated emotional behavior Animated (jumps up and down; waves arms wildly) Throws tantrums like a child Appears out of control

How to Deal with the Hysteric
Techniques for dealing with this customer: Let the hysteric vent; show that you accept the negative feelings, but don’t agree in order to shut him up… make neutral statements like “I see” and “I understand” Don’t waste your time to reason with the hysteric; remain calm and in control Take the act backstage – remove the hysteric from the other customers’ view; move into a nearby office or some place less public Take responsibility for solving the problem; after the hysteric calms down, say “Let me see what I can do to assist you”

Whiner Profile Basic characteristics of this customer:
Complains about everything (waiting to be served, too hot, too cold, etc.) Blames others for everything that goes wrong Makes excuses Treats small problems as big ones

How to Deal with the Whiner
Techniques for dealing with this customer: Listen, but do not continue to listen for too long; focus the whiner on the business at hand and say “I’m sorry that happened… let me see what I can do to solve this problem” Don’t defend the system; the whiner is looking for dialogue – only apologize for the situation (i.e., whatever is legitimate) and then get down to business Reassure the whiner that you will do all you can to help, but explain the limits of your role and responsibilities Don’t get trapped by the “Poor Me” syndrome

Jerk Profile Basic characteristics of this customer:
Deliberately misunderstands Pretends not to hear or is slow to respond Seizes the opportunity to make things complicated or difficult Passive/aggressive – knows just how far to go Stubborn, refuses to cooperate

How to Deal with the Jerk
Techniques for dealing with this customer: Show professional demeanor; remain in control Don’t get hooked into getting angry – hooking the employee is the main objective of the jerk Ignore as much of the jerk’s behavior as possible, if you find yourself getting angry, get out of the situation for the moment or ask another employee to help the customer Know and stick to policies and procedures as jerks will use their knowledge against – especially if you seem unsure about how to handle something

Basic characteristics of this customer:
Enraged Profile Basic characteristics of this customer: Exhibits anger Appears frustrated over something gone wrong Loudly verbalizes (i.e., shouts) thoughts, complaints and demands Accusatory Uses condescending tone Aggressive

How to Deal with the Enraged
Techniques for dealing with this customer: Acknowledge the enraged’s feelings of upset – in most cases, a little attention is all they desire Don’t cut him off or try to urge him to calm down; instead listen carefully – even to the venting – as your job is to try to understand how you can help him Remain calm; once the enraged realizes that he cannot control your emotions, he will begin to calm down and know that you are there to help him Always show respect – this will quickly aid in defusing his anger and help to establish a calming environment

More Difficult Customer Profiles
Being prepared is key in dealing with customers – especially difficult ones; here are a few more profiles to add to your list of difficult customers: Nit Picker Know-it-all Egocentric Fault-finder

Nit Picker What is a characteristic of this customer?
What is a technique for dealing with this customer?

Know-it-all What is a characteristic of this customer?

Egocentric What is a characteristic of this customer?

Fault-finder What is a characteristic of this customer?

General Principles This list is not all-inclusive, but provides the basic understanding of the types of difficult customers that you may encounter Interactions are fluid, customers may move from one characteristic to another The key point is to understand where the customer is coming from and give you some structure to manage the situation Determine the best option; use your best judgment at the time – there are not always easy answers… be creative when you can

Strategy Be proactive for a positive response
Good customer service in not always successful; you will not always have a positive response If you find yourself in a potentially dangerous situation, customer service is no longer the main focus; self-protection becomes the main focus

Evaluating Results Evaluate the positive and negative results by asking yourself the following questions: Was the outcome positive or negative? What did you do right? Did you choose to behave differently than the way you felt? What could you have done better? Did you get hooked? Repeat the positive results in a future situation

Final Note About Difficult Customers
As you encounter additional profiles of difficult customers, be sure to make mental notes as to how you positively dealt with them; also, share this information with co-workers in order to strengthen the team’s resolve to effectively serve these customers

Best Practices Determine if you are the right person to assist this customer; if not, connect the customer to the appropriate person – making certain he gets connected… this will keep you from spending time on an issue that you cannot resolve Be the bigger person and apologize for any inconvenience, error, mistake, delay, defect or problem; this is sure to allow you to move the customer forward, in a helpful manner, so that you can help him

Best Practices Focus on the request, not the person; leaving personality out of the equation will allow you to more quickly assist him Make sure the customer and you agree on what the request actually is; clarifying, by restating their request to them, will ultimately assure that you both understand each other Speak to be understood by customers through the use of proper speech, volume and direct eye contact

Best Practices Monitor your tone of voice as people can take it personally, always talk to customers – especially the difficult ones – in a helpful, yet professional tone… a tone you would want others to use with you or your mother

Always be professional
Review Whiner Angry The Jerk Focus Difficult Customers Big Shot Always be professional

Characteristics of the Big Shot’s profile include: Demanding and threatening Overly dramatic and animated Shy and quiet None of the above Answer A

2. A technique to deal with the Whiner is to: Listen a lot Ignore the whining Don’t get trapped by the “Poor Me” syndrome All of the above Answer D

3. The most difficult customer is one who is: A nit picker Angry Egocentric None of the above Answer B

4. A difficult customer best practice is: Speak to be understood Focus on the request, not the person Agreement of request by you and the customer All of the above Answer D

5. The rules of customer service change when: The customer is rude The situation becomes potentially dangerous The customer realizes you are being helpful None of the above Answer B

Awareness of Perception
A person’s behavioral style may quickly be communicated to others; how you are perceived by yourself – and others – often times is not a match… as a result, seeing yourself as others see you is essential in order to make any behavioral adjustments, particularly as it pertains to customer service

The Perception Rule The ability to effectively interact with customers begins with others’ perception of you.

Perception Assessment
This assessment comprises a series of questions relating to customer service in the following categories: Listening Trust/Rapport Building Etiquette Difficult Customers Problem Solving Skills Stress Control

Listening I… Paraphrase what the customer says to confirm understanding Use eye contact to communicate to the customer that I am listening Allow the customer to speak, without interruption Get feedback from the customer Ask clarifying questions to get a full and clear understanding from the customer

Trust/Rapport Building
Understand the importance of establishing trust and rapport with customers Try to understand the customer’s situation Avoid being judgmental regarding the customer’s situation Try to find common ground with the customer in order to establish a working rapport

Etiquette I… Positively greet/welcome customers
Know how to address customers Make customers feel welcome Treat customers with respect Treat customers in the manner which I would like to be treated

Difficult Customers I… Think all customers are difficult
Think all difficult customers are angry Treat difficult customers in the same manner as they treat me Never view difficult customers as an opportunity to provide good customer service Avoid difficult customers

Problem Solving Skills
Only want to assist customers with easy transactions Get all the facts from customers before determining a solution on their behalf Never jump to conclusions regarding what a customer wants Advise customers where to seek assistance if I am unable to provide an answer to them Readily seeks assistance from my co-workers, or my supervisor, as needed

Stress Control I… Work well under pressure
Know how to deal with stress in the workplace Never allow stressed customers to stress me out Can quickly defuse a stressed customer Have a calming influence over customers

Results?

Do you think others perceive you as you perceive yourself? Do you think others perceive you as you want to be perceived?

Interaction Flexibility
Since customers are different, interaction flexibility must be utilized in order to serve customers on a case-by-case basis …interaction flexibility is based upon a model that employs strategies that focus on meeting the expectations of the customer; meanwhile, following all applicable policies, procedures and protocols.

Interaction Flexibility Model
ENTER EXIT Human Side Expectations Policies – Procedures – Protocols Business Side

Interaction Flexibility Strategy # 1
When interacting with a customer with these characteristics: Fast-paced speech Impatient Direct Do the following to enhance service: Speak with confidence Stress service – be prompt and efficient Don’t waste their time

When interacting with a customer with these characteristics: Friendly and talkative Impulsive Gets emotional Do the following to enhance service: Allow time for them to talk Stay focused on the task at hand Be prepared for them to be emotional

When interacting with a customer with these characteristics: Patient Easy going Reserved Do the following to enhance service: Maintain a friendly environment Facilitate the transaction in a timely manner Show appreciation for their patience

When interacting with a customer with these characteristics: Speaks slowly Asks a lot of questions Skeptical, suspicious of processes Do the following to enhance service: Be diplomatic and courteous; don’t interrupt Fully answer all questions Provide assurances regarding processes

Additional Strategies
For the following customers, give a strategy that could enhance your interaction flexibility: Pessimistic, grouchy complaining Listen patiently, ask questions to determine real concerns Silent, secretive, shy Be more gregarious and draw them out Egotistical, opinionated, hot headed Concentrate on the requested service

Service Interaction Model
Review Etiquette Stress Rapport Trust Perception Assessment Reality Service Interaction Model

In customer service, perception is: Reality Not important Interactive None of the above Answer A

2. Controlling stress includes: Working well under pressure Quickly defusing a stressed customer Having a calming influence over customers All of the above Answer D

3. Etiquette includes: Solving problems Positively greeting customers Understanding a customer’s situation None of the above Answer B

4. Listening should include: Eye contact with the customer Feedback from the customer Asking clarifying questions of the customer All of the above Answer D

5. When interacting with a talkative customer: Speak slowly Allow time for the customer to talk Ask a lot of questions None of the above Answer B

Best Practices Use the “GLHH” Concept Listen to customers
Communicate effectively with all customers and obtain all information necessary to determine and address their specific needs Respond to customers in an appropriate manner Offer options, when appropriate/available Tactfully explain why a service or product cannot be provided Anticipate problems and questions Provide clear, accurate information Go the extra mile to meet customers’ expectations Don’t take it personally Pretend customers are you

Conclusion Customer service is one of three statewide responsibilities which support the State’s strategic goals. Employees are expected to work and communicate with customers, both internal and external, to provide accurate information and quality services and/or products targeted to meet customer expectations.

Conclusion It is the responsibility of each State of Georgia employee to know – and follow – the policies and procedures for acceptable workplace performance and behavior… this includes customer service The Governor has a vision for Georgia to have the BEST customer service of any state in the nation

Conclusion You are the key to ensuring that customers have a positive feeling or sense about the role that you, and your team, play in meeting – or exceeding – their fiscal management needs and service expectations. GFM

Congratulations! Fiscal Management:
You have successfully completed this GFMC training module Fiscal Management: Making Sense of Customer Service

Questions? ? ? ?

Thank You! Craig Southern Georgia Department of Driver Services
2206 East View Parkway Conyers, Georgia

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Making Sense of Customer Service

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