1. Workshop: Excel @ Customer Service
Presented by Office of Human Resources and University Library
December 2004
Welcome
Welcome to Excel at Customer Service
Introduce presenters
Also thanks to Cherron and Yolanda from Office of Admissions and Student Affairs
Cell phones set to vibrate

2. Why a workshop? Survey September Opportunity
Why workshop? Who remembers CS training from 2 years ago?
Customer Service Standards. Who is familiar with them?
Events in September. Gaps quickly identified themselves. Fill those gaps. Refresh.
Once basics are in place (you may already be there), opportunity to take this to next level—through advanced CS techniques
As a community—give someone excellent service and then transfer to XXX and then maybe the person doesn’t get taken care of.
Participants introduce themselves. Name, department and favorite animal, vegetable, or mineral…

3. Learning objectives By the end of today’s session, be able to:
Demonstrate GGU customer service standards in person, by phone, and by
Ask probing questions to solve customer problems
Manage difficult customer interactions
Build customer relationships

4. Topics What’s my role? GGU Customer Service Standards
CS standards—the basics
In person
By phone By
Dealing with Difficult Customers
Advanced Customer Service skills

5. Customer service video
How many of you have seen this video?
Ask questions of participants
Can anybody tell us an outstanding customer service story?
What made you remember this story?
Complete this statement:
The most unpleasant part of my job would become my favorite part if only I got to…..
I think our customers would love it if every time they called here we….

6. What's My Role? GGU priority to provide excellent customer service
Student customers
Internal customers—coworkers, other departments, offices
Customer service skills: “tools of the trade”
First point of contact: voice on the phone, face behind desk, exchange 1.

7. GGU Customer Service Standards
Key Points:
Commitment
Exceptional
Consistent
Throughout all GGU administrative and academic departments
Treat people courteously, promptly, and respectfully
In person, by telephone and
Distribute full standards
Key points are . . .

8. In person
Make eye contact, smile, say hello when people enter. Your manner of expression and body language set the tone.
What lessons have you learned in a diverse, multicultural environment?

9. A face is worth 1,000 words
Learned very early, as you can see, message-sending is one of its most important functions of the human face
Humans are also extraordinarily well equipped to send non-verbal messages.
What does yours say? Across cultures, ages, gender, races and ethic groups.
What does it mean to have a poker face?
Takes about the same number of muscles to smile (12) as to frown (11). Easier to smile because the muscles are in better shape, used more often.

10. In person
Treat all people just as you would want to be treated: with courtesy and respect.
Behave in a consistently professional manner to all people.
Remain sensitive to diversity of all kinds.
Adhere to posted office hours.
What examples can you give of diversity?

11. Telephone Guidelines
Answer the phone with a smile and recommended greeting.
Identify FAQs.
Designate a live person to answer calls. Design and put in place a system to roll over calls.
Answer phone calls by the third ring.
Identify your name and the department, school or region.
Return all calls and messages within one business day.
Record an out-of-office greeting on voic when absent from the office.
When another department needs to be involved, transfer the call to the appropriate party, identify problem and introduce the caller.
Ask permission before putting someone on hold. Do not put someone on hold for more than two minutes. Check back frequently with callers who are on hold.

12.
All inquiries should receive a response within one business day.
is a business communication tool. Spell check your before sending.
Do not use to resolve interpersonal conflicts.
Create a GroupWise rule to reply to your when out of office.
Use an signature: Full name, title, department or office, phone number, fax number,
What is GGU’s tag line?
How many of you have clicked the send button and then regretted it?
Go to sent items, right click, choose Delete. Prompted to delete from your mailbox, recipient mailbox, other mailboxes.
Guideline—only put in with what you are comfortable projecting in a courtroom

13. Dealing with Difficult Customers
Here’s why I am upset
I was shuffled around
Someone was rude to me
Someone was indifferent
No one listened to me
My expectations were not met

14. Dealing with Difficult Customers
Stay calm yourself. Use the STOP technique:
Signal (Notice your body signals—Are you clenching your jaw? Breathing rapidly?) Take control of yourself. Do the Opposite of warning signal (Relax your jaw; take a slow, deep breath). Practice being aware of and dealing with your body signals and emotions.
Let the customer vent. Listen without interrupting. When customer finishes venting, you will know—there is usually an audible outflow of air.
Deal with emotion first. Show empathy. Restate what you heard them say. Thank the customer for bringing it to your attention. The goal is to move the customer from an emotionally upset state to a logical, problem-solving frame of mind.
Problem-solving techniques – not blame mentality
Dealing with different scenarios
The customer is Confused
Irritated/angry
Customer’s communication skills fall short
The customer is wrong
The customer has shopped around for an answer
Attack/Defense vs. Professional detachment

15. Dealing with Difficult Customers
Avoid words that trigger upset customers: policy, can't, sorry, "No, I don't know," "But you should have," "The only thing we can do.“
Take a time out to consult a second opinion. "Let me look into this matter, and I'll get back to you in a few minutes." Consult with a supervisor or team leader. If necessary, bring that person into the conversation with the customer.
Gently confront abusive customers. "Mr. Baker, I really want to help you. As long as you continue to use this language, I'm finding it difficult to help. I can get this taken care of. Will you help me do that?" And most customers will.
Here's what I can do . .
Do you have to take anything a customer dishes out?
No! Common sense tells you when it is out of hand:
Own reaction—feel yourself getting angry
Swear words, shouting
Scenario 1 Upset Customer

16. Hand off to a supervisor when . . .
You’ve tried various strategies and customer remains dissatisfied
You are becoming upset
Remove yourself from situation
Professionally—aim for smooth transition
Involve supervisor
Give yourself a Time Out—break
Practice tuning in to what you are feeling
Timeout
This is where advanced skills come in
Knowing when to do this and how to do this
Breaks: Ask participants how they take breaks?
Avoid the temptation to use breaks to vent. Instead:
Take a walk
Read a magazine or book
Listen to music
Eat a healthy snack
Write a letter or card
Make out a list

17. Advanced Customer Service
Focus on the customer
Commit yourself to solving customer’s problem
Establish an immediate connection by using person’s name
Be conscious of your attitude—use a mirror
Ultimate challenge: stay professional throughout
Already successes in letters/ s of praise
How to take service to the next level
Scenario 2

18. Sharpen Communication Skills
Advanced Customer Service
Sharpen Communication Skills
Avoid jargon
Match the customer's speed and style
Actively listen to ensure your understanding
Anticipate questions
Have answers ready
Suggest options
What is the definition of jargon?
Give some examples of GGU jargon?
GGU4You
ETS

19. Advanced Customer Service
Ask probing questions:
To truly understand the problem
Examples
“Please explain what you mean by 'XXX'?"
"Could you tell me more about YY?“
"What, specifically, did you need to do by Friday?"
Probing question—open ended, requiring more than yes-no answer

20. Advanced Customer Service
Clarify, clarify, clarify
Tell me from the beginning
Help me to understand what happened
How did you arrive at that conclusion?
Sorry, I don’t understand. Could you help me by giving an example?
Could you give me an example of when you did XXXX?

21. Advanced Customer Service
Take ownership
How are you handling the caller who's been transferred twice already?
Do you actively look for people who appear lost or in need of assistance?
Are you detecting uncertainty in a customer's voice that shows he or she doesn't fully understand?
When you are busy, do you recognize a customer who is waiting and give a sign that someone will be available?
Do you follow up with a customer to ensure that his or her needs were met, even if by another team member?
Do you walk customer to the next office?
Examples of taking ownership
Walking the customer to the next person, to the next office
Calling or ing customer to check that customer is taken care of
What would excellent customer service look like?
Brainstorm these ideas--post

22. Advanced Customer Service
Final pointers
Thank customer for choosing GGU
Build relationships for the future
Think a step ahead—what’s the next thing customer will need
Pass the baton—escort person to next office
Identify other ideas in your departments

23. Golden Gate University Customer Service Standards
We have committed ourselves to provide exceptional customer service, delivered consistently throughout all administrative and academic departments of Golden Gate University. To support our commitment, we have established guidelines to follow to ensure that all members of the Golden Gate University community are treated courteously, promptly, and respectfully in person, by telephone, through the Internet and in correspondence.
General Guidelines:
·         Make eye contact, smile, say hello when people enter. Your greeting will set the tone.
·         Treat all people just as you would want to be treated: with courtesy and respect.
·         Behave in a consistently professional manner to all people.
·         Remain sensitive to diversity of all kinds.
·         Adhere to posted office hours.
Telephone Guidelines:
·         Answer the phone with a smile.
·         Utilize a script for dialogue protocol.
·         Designate a live person to answer calls. Design and put in place a system to rollover calls.
·         Answer phone calls by the third ring.
·         Identify your name and the department, school or region.
·         Return all calls and messages within one business day.
·         Record an out-of-office greeting on voic when absent from the office.
·         When another department needs to be involved, transfer the call to the appropriate party, identify problem and introduce the caller.
·         Ask permission before putting someone on hold. Do not put someone on hold for more than two minutes. Check back frequently with callers who are on hold.
Guidelines:
·         All inquiries should receive a response within one business day.
·         Remember that is a business communication tool. Proofread your before sending.
·         Do not use to resolve interpersonal conflicts.
·         Use automatic return replies when you are out of the office (be sure the automated response is ONLY for the sender, NOT for cc’s).

24. For your attention and participation
Thank you
For your attention and participation