1. www.iSpeak.com Proprietary and Confidential Customer Service iSpeak Foundation Series Month day, 2012 Instructor Name

2. www.iSpeak.com Proprietary and Confidential Agenda Introductions – What do you want to learn? Itinerary Ground Rules – Phones on Silent – Ask Questions – Participate & Respect others – Respect our schedule

3. www.iSpeak.com Proprietary and Confidential Satori

4. www.iSpeak.com Proprietary and Confidential Customer Service Unit One: Foundation of Customer Service

5. www.iSpeak.com Proprietary and Confidential Customer Service _________ of 10 customers who switch to the competition do so because of poor service. Unhappy customers will tell an average of ___ people. Only _______ percent of unhappy customers will complain and give you the chance to keep them. Customer will spend a ________ percent premium for the same product or service with better service. 7 4 15 9

6. www.iSpeak.com Proprietary and Confidential Exercise: Customer Service True / False

7. www.iSpeak.com Proprietary and Confidential What do customers want? There are no traffic jams along the extra mile. - Roger Staubach Reliable Responsive Knowledgeable Empathic Professional

8. www.iSpeak.com Proprietary and Confidential Levels of Service

9. www.iSpeak.com Proprietary and Confidential Cards

10. www.iSpeak.com Proprietary and Confidential Cards

11. www.iSpeak.com Proprietary and Confidential Internal Customer Service Show up to meetings on time Take responsibility Communicate effectively Display courtesy Value honesty Be organized Share information and ideas freely

12. www.iSpeak.com Proprietary and Confidential Customer Service Model

13. www.iSpeak.com Proprietary and Confidential Satori

14. www.iSpeak.com Proprietary and Confidential Customer Service Unit Two: Greeting

15. www.iSpeak.com Proprietary and Confidential Moments of Truth Each interaction is abrush stroke Paint the customers perceptions over time Their perception is their reality

16. www.iSpeak.com Proprietary and Confidential First Impressions What do you see? How old is this woman?

17. www.iSpeak.com Proprietary and Confidential Greeting Your Customer Greeting should be: – Clear – Genuine – Positive – Consistent Good morning and thank you for calling __________. My name is _____. How can I help you?

18. www.iSpeak.com Proprietary and Confidential Communication Factors

19. www.iSpeak.com Proprietary and Confidential Using the Right Words Kind words can be short and easy to speak, but their echoes are truly endless. - Mother Teresa The most persuasive phrase is_____________ The most persuasive word is ______________ Thank You a customers name

20. www.iSpeak.com Proprietary and Confidential Communication Factors Would you please… Ill call you back… The person you need is..

21. www.iSpeak.com Proprietary and Confidential Remembering Names Start with the right Attitude. Actively Listen when they state their name. Repeat their name out loud. Write their name, when possible. Connect or associate their name with job, hobby, characteristic, or famous person

22. www.iSpeak.com Proprietary and Confidential Voice We often refuse to accept an idea merely because the tone of voice in which it has been expressed is unsympathetic to us. - Friedrich Nietzsche Inflection Clarity – Red Leather, Yellow Leather Pace Volume

23. www.iSpeak.com Proprietary and Confidential Body Language I speak two languages, Body and English. - Mae West The most important aspect: ____________ Over the phone, you can use: – ___________________________ Smile I understand Ok, uh-huh, got it One moment please

24. www.iSpeak.com Proprietary and Confidential Exercise: Communication Techniques

25. www.iSpeak.com Proprietary and Confidential Satori

26. www.iSpeak.com Proprietary and Confidential Customer Service Unit Three: Listening & Questioning

27. www.iSpeak.com Proprietary and Confidential Customer Service Model

28. www.iSpeak.com Proprietary and Confidential Exercise: Listening A B C D E F G

29. www.iSpeak.com Proprietary and Confidential Communication Elements

30. www.iSpeak.com Proprietary and Confidential Types of Listening Passive – Not listening at all Selective – In and Out of the conversation Active – Actively participating

31. www.iSpeak.com Proprietary and Confidential Active Listening Focus Take Notes Paraphrase Verbal Prompts Ask Questions Test Yourself

32. www.iSpeak.com Proprietary and Confidential Question Types Open Ended QuestionsWhat would you prefer? Closed-Ended QuestionsWhat is your mailing address? Alternative Choice QuestionsWould you prefer a Friday or Saturday delivery?

33. www.iSpeak.com Proprietary and Confidential Exercise: Asking Questions

34. www.iSpeak.com Proprietary and Confidential Exercise: Listening and Questioning

35. www.iSpeak.com Proprietary and Confidential Satori

36. www.iSpeak.com Proprietary and Confidential Customer Service Unit Four: Responding

37. www.iSpeak.com Proprietary and Confidential Customer Service Model

38. www.iSpeak.com Proprietary and Confidential Responsive C.A.R.E. Credible Appreciative Reliable Empathetic

39. www.iSpeak.com Proprietary and Confidential Exercise: Responsive C.A.R.E.

40. www.iSpeak.com Proprietary and Confidential Challenging Customers Demanding Emotional Deceptive Challenged Friendly Arrogant Angry

41. www.iSpeak.com Proprietary and Confidential Dealing with Challenges

42. www.iSpeak.com Proprietary and Confidential Dealing with Challenges Do not take it personally Listen to the customer Express empathy Maintain your integrity Apologize Remind the customer you are there to help

43. www.iSpeak.com Proprietary and Confidential Acknowledging Complaints Acknowledge AgreementI can see that would be frustrating… Dont use the word but Use And or PAUSE Acknowledge your own position Transition with a statement

44. www.iSpeak.com Proprietary and Confidential Exercise: Defusing Challenging Customers

45. www.iSpeak.com Proprietary and Confidential Customer Service Unit Five: Resolving

46. www.iSpeak.com Proprietary and Confidential Customer Service Model

47. www.iSpeak.com Proprietary and Confidential Taking Ownership and Follow-up Accept responsibility Action item review Debrief on the phone call Verbal appreciation Other methods of appreciation

48. www.iSpeak.com Proprietary and Confidential Generating Solution Alternatives

49. www.iSpeak.com Proprietary and Confidential Personal Motivation Benefits of Motivation Expect the best Avoid the ANTs – Automatic – Negative – Thoughts

50. www.iSpeak.com Proprietary and Confidential Satori

51. www.iSpeak.com Proprietary and Confidential Customer Service Implement to Improve

52. www.iSpeak.com Proprietary and Confidential iSpeak Learning Methodology Knowing is not enough; we must apply. Willing is not enough; we must do. - Johann Goethe

53. www.iSpeak.com Proprietary and Confidential Satori

54. www.iSpeak.com Proprietary and Confidential Kaizen

55. www.iSpeak.com Proprietary and Confidential Instructor Name email@iSpeak.com 512.###.#### Thank you!

56. www.iSpeak.com Proprietary and Confidential Continue Your Learning At iSpeak University! www.ispeak.com/ispeak-university Reinforcing Video ShortsDownload Tools