1. Great Customer Service Makes Everyone Happy!

2. What is Customer Service? Customer Service means different things to different people. –All definitions talk about putting energy and enthusiasm into interactions with customers Bridget Haley, John J. Heldrich Center for Workforce Development at Rutgers University through EASTBAYWorks, Session 1 2003 - 2004

3. Who Is Your Customer? External Customers –People that call or visit –People wanting information –Even if it’s something that we don’t have expertise in Internal Customers –Your Co-workers –Supervisors –Even if he/she is not your supervisor Bridget Haley, John J. Heldrich Center for Workforce Development at Rutgers University through EASTBAYWorks, Session 1 2003 - 2004

4. Non-Verbal communication can make the difference between a happy and unhappy customer Make eye contact with your customer –No one wants to look at the top of your head…unless he/she is your hair dresser Show, with your body, that you are interested in the customer –Look at him/her –Smile and stand/sit up straight –Speak directly to him/her Bridget Haley, John J. Heldrich Center for Workforce Development at Rutgers University through EASTBAYWorks, Session 1 2003 - 2004

5. Verbal Communication What is your voice saying –Words are not the only things that people hear Try to avoid closed-ended questions –“Do you need to sign in?” –Closed-ended questions can end the conversation and the customer may walk away without getting enough information Open-ended questions keep the conversation going –“What can I help you with today?” –Open –ended questions get the customer talking and you learn what the customer wants Bridget Haley, John J. Heldrich Center for Workforce Development at Rutgers University through EASTBAYWorks, Session 1 2003 - 2004

6. Listening Involves Several Steps Tune out distractions and focus on the customer in front of you Concentrate on what the customer is saying rather than thinking about what YOU want to say Don’t interrupt; a customer’s willingness to talk, gives you an opportunity to find out the situation Don’t jump to conclusions Ask for clarification if a statement is vague Control your emotions and be courteous, no matter how rude the customer might be Bridget Haley, John J. Heldrich Center for Workforce Development at Rutgers University through EASTBAYWorks, Session 1 2003 - 2004

7. Understand what the customer is saying Paraphrase what you think the customer is talking about –This lets the customer know that you are paying attention to him/her When giving directions, be explicit –It’s better to be too specific than not enough Summarize the conversation so that you and the customer know what is expected after the encounter Bridget Haley, John J. Heldrich Center for Workforce Development at Rutgers University through EASTBAYWorks, Session 1 2003 - 2004

8. Calming Upset Customers Philosophy Don’t take what the customer is saying personally –Many people use the word “you” when they mean “your company” –Even though the customer may say “you’re incompetent and you can’t do anything right”, she’s really saying “I’m really upset” Look for “gifts” that upset customers offer you –These gifts are the lessons that you learn by working with ugly human behavior Bridget Haley, John J. Heldrich Center for Workforce Development at Rutgers University through EASTBAYWorks, Session 1 2003 - 2004

9. Your Behavior Goes A Long Way Remove the customer from the main customer area, if possible –If he/she doesn’t have an audience, he/she may calm down knowing that you’re not embarrassed Talk About What You Can Do –Avoid talking about what you can’t do –Use the “broken record” technique, politely repeating what you can do for her –Don’t talk about “Policy” Bridget Haley, John J. Heldrich Center for Workforce Development at Rutgers University through EASTBAYWorks, Session 1 2003 - 2004

10. Avoid Turning A Dissatisfied Customer Into An Angry One Don’t roll your eyes at a complaint –This shows that you are annoyed Avoid crossing your arms in front of you when listening to the customer Avoid touching an upset person –This could upset him more There is never an excuse for you to curse –Remember you are a professional Bridget Haley, John J. Heldrich Center for Workforce Development at Rutgers University through EASTBAYWorks, Session 1 2003 - 2004

11. Communication Helpers You’re Wrong! Bridget Haley, John J. Heldrich Center for Workforce Development at Rutgers University through EASTBAYWorks, Session 1 2003 - 2004 You’re Confusing Me! What’s Your Problem? I can see there has been a miscommunication. I’m confused. Please tell me what happened.

12. Shine In The Eyes of Your Customer Surprise your customer by going beyond what is expected –A–As a receptionist, offer coffee to someone waiting a longer than expected time –A–As a waitress, offer to split a meal on separate plates for patrons sharing one entrée “I am only one; But still I am one. I cannot do everything, But still can do something. I will not refuse To do something I can do.” -Helen Keller Bridget Haley, John J. Heldrich Center for Workforce Development at Rutgers University through EASTBAYWorks, Session 1 2003 - 2004

13. And Remember… Great Customer Service does not reflect only on you! –It reflects on your company too You will be a customer sometime too! –You will want your questions answered –You won’t want to deal with someone with a bad attitude. Bridget Haley, John J. Heldrich Center for Workforce Development at Rutgers University through EASTBAYWorks, Session 1 2003 - 2004

14. Resources Books –12 Simple Secrets of Happiness At Work Glenn Van Ekeren –30 Ways to Shine As a New Employee Denise Bissonnette –The Big Book of Customer Service Training Games Peggy Carlow & Vasudha Kathleen Deming Web Sites –Teaching your “old dogs some new tricks” http://www.aednet.org/ced/feb00/customer_service.htmhttp://www.aednet.org/ced/feb00/customer –Interview Questions To Help You Assess Customer Service Skills http://www.susanbaker.com –14 Tips for Calming Upset Customers http://www.rebeccamorgan.com/articles/cs/cs1.html Bridget Haley, John J. Heldrich Center for Workforce Development at Rutgers University through EASTBAYWorks, Session 1 2003 - 2004