1. BALANCING LIFE’S ISSUES, INC. Collaborative Customer Service

2. Goals &Objectives Introductions: who are you and who do you serve? Challenges Effective Professional Customer Service Communication Stress Management Final comments, Action plans and evaluations

3. Key Behaviors for Effective Professional Customer Service Communication Active Listening ~ Active Learning Service Orientation Oral Expression Cooperation ~ Collaborative Self Control Adaptability ~ Flexibility Concern for Others

4. Active Listening ~ Active Learning Give full attention to what other people are saying Take time to understand the points being made Ask questions as appropriate, don’t interrupt Understanding the implications of new information for  current and future problem-solving  decision-making

5. Service Orientation Service Mindset ~ Attitude Actively looking for ways to help Initiative Dependability Attention to detail

6. “If I understand you correctly, you’re saying that exceeding expectations is important but it’s even more important to consistently meet expectations.” ~~Raving Fans

7. Oral Expression The ability to effectively communicate information and ideas in speaking so others will understand Hint: body language can still help convey the message even over the phone!

8. Cooperation ~ Collaboration Demonstrating a cooperative, flexible attitude Friendly, knowledgeable approach Using a collaborative approach to problem solving Enlisting caller’s help in solving the problem

9. Self Control Keeping emotions in check Controlling anger/frustration Avoiding aggressive behavior/approach, even when dealing with very difficult people

10. You must analyze why the person is difficult. Are they…. Mean Tired Stressed Contrary Defensive Talkers Needy Unreliable Criticizers Competitive Spot-lighters Unpredictable People who have to have the last word Define “Difficult”

11. Step by Step Guide to Dealing Do you want to or must you improve the relationship? Start by looking at yourself. Talk to a colleague or positive support person for insight Remember: to move a relationship forward you must be willing to take action.

12. Best Practices Respond rather than react. You can control your emotions and words. Use “I” throughout conversations. “I feel this is an issue.” It is not about “winning” it is moving the relationship forward. “No one can make you feel inferior without your consent.” Eleanor Roosevelt

13. Use your personal remote control Keep the volume low Tune in to the right channel Focus attention on the program in front of you Relax Rewind and replay

14. Remember Control your actions and reactions Discretion is a friend Conflicts are part of life Be specific Assume nothing

15. The Five R’s 1. Reward 2. Restate 3. Respond 4. Recheck 5. Respect

16. Adaptability ~ Flexibility Being open to change Demonstrate resourcefulness Build a reputation as a problem solver

17. Concern for Others Be sensitive to other’s needs and feelings Remember the “Golden Rule” Increase your personal “EQ”

18. Stress Management Some facts about stress: Stress by definition is simply a reaction to a situation and our perception of the effect that situation on us There is both good stress and bad stress Everyone reacts to stress differently

19. How do you know when you are stressed? Trigger happens, nervous system responds with increased adrenaline and cortisol Body ready for action Heart pounds faster Muscles tighten Blood pressure rises Breath quickens Senses sharpen

20. Questions to ask: Inner Stresses What sets you off? What is your personal stress threshold? Comparing yourself to others Unrealistic expectations Fear of failure/success Outer Stresses Money Weight Children Family Identify Stressors

21. Best Practices for Stress Management Positive Attitude/Productive Approach Good Nutrition Regular Exercise Consistent Sleep Strong Support System Effective Time management Fill up your cup!! Relaxation Techniques

22. Breathing Exercises  stress follows your breath, keep it calm Visualization Meditation Staying present

23. Resources “Raving Fans”  Ken Blanchard & Sheldon Bowles “Emotional Intelligence”  Daniel Goleman “Who Moved My Cheese”  Spencer Johnson

24. Customer Service