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Customer care 2011

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Ethan Chazin of The Chazin Group on Exceptional Customer Care

Ethan Chazin of The Chazin Group on Exceptional Customer Care

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  • 1. The Chazin Group Customer Care Best Practices
  • 2. The Chazin Group The Chazin Group Customer Service • Not Just For Retail Any company, non-profit or city agency that serves people deals with customer service, • Where Companies Gain a Competitive Advantage • A CORE Skill Required for Success • Affects Conference Center Profitability • Major Area for Jobs Growth • Call Centers 2
  • 3. The Chazin Group The Chazin GroupThink about how bad customer service makes YOU feel… 3
  • 4. The Chazin Group The Chazin Group Think about the times you’ve gone into a store for service, or had to go to the hospital, or a fast food restaurant, or had to order something online or call a customer service 800#...all those times you needed the help of a customer care professional... Were those positive experiences? DMV…the post office? 4
  • 5. The Chazin Group The Chazin Group• Communication Best Practices – DON’T Respond to Aggressive Behavior: • Attempt to Pacify • Seek out Management 5
  • 6. The Chazin Group The Chazin GroupA customer comes into your place of business, and begins speaking to you in a confrontational, tone. Their voice raises, they get more inappropriate and then dismiss you for some other more senior employee. How should you react? 6
  • 7. The Chazin Group The Chazin Group Communication best practices 7
  • 8. The Chazin Group The Chazin Group• Communication Best Practices – LISTEN! Do not assume you know what someone is going to say. Even if you DO, let them finish what they are trying to say to you. – Always maintain eye contact with the customer. If someone interrupts you, you ask them to please wait until you have finished working with the customer you are speaking with. – Do NOT talk to your fellow employees while you are serving a customer. 8
  • 9. The Chazin Group The Chazin GroupThe right way to act at workDo NOT talk with co-workers about your personal life while you are serving a customer. It’s RUDE. – Do NOT bad mouth your employer, boss, manager, or the place you work for in front of your customers. – Do NOT argue with a fellow employee while you are serving a customer. – Do not EAT or SMOKE in front of the place of business you work at. 9
  • 10. The Chazin Group The Chazin Group• Communication Best Practices – Treat EVERYONE with respect and civility – Ask Clarifying Questions • Can you please repeat that? • “Just to make sure I understood you correctly” – Watch Your Tonality • You may not even be aware you are raising your voice esp. if you tend to speak loudly. • Avoid phrases that are naturally confrontational: – Like I told you already… 10
  • 11. The Chazin Group The Chazin Group• The right way to treat your customers – Don’t blame customers and definitely do not insult them. – Ask a customer if they are being helped, and if they aren’t ask if you can provide them with assistance. – If they say they need some time then give them time to come find you if they need help. – Always welcome a customer when they enter your place of business and thank them when they leave, even if they didn’t buy anything. – If they need additional information be prepared to provide an 800-#, website or physical address for them to follow up with. 11
  • 12. The Chazin Group The Chazin Group• Control your body – Control all of your non-verbal cues (BODY LANGUAGE) so you don’t send out the wrong messages: • Posture: hands on hips • Hand gestures: waving your hand like you are literally shoeing away a fly • Rolling your finger in a circle like you are telling someone to hurry up and finish what they are saying to you • Facial Expressions: rolling your eyes, shaking your head in the negative as someone is speaking to you • Folded Arms: defensive posture like you don’t believe what they are saying or are getting insulted. 12
  • 13. The Chazin Group The Chazin Group Be knowledgeable about your employer’s products, services, special promotions, discounts, policies, procedures. 13
  • 14. The Chazin Group The Chazin Group• Make your word matter – Follow Through: If You Make A Commitment, Honor It. If you say you are going to look for something or look into something for a customer then you do that before you move onto do anything else. – If it is going to take some time to get an answer let the customer know that. 14
  • 15. The Chazin Group The Chazin Group• Teamwork – Support Each Other. Volunteer to help your fellow employees. – Your Success is Contingent on Others – It Goes BOTH Ways. People won’t help you if you don’t offer to help them• Punctuality – Set A Standard for Leadership – A Good Practice: Proves Reliability – Be 15 minutes early ALL the time every time 15
  • 16. The Chazin Group The Chazin Group• Pursue Mentor Opportunities – Formal & Informal: try and seek out those employees that seem to know a lot and are respected. See what you can learn from them. 16
  • 17. The Chazin Group The Chazin Group• Be a learning sponge: – Continuous Learning: always try and learn as much as you can about the business, customers, the products, services, competitors, pricing, marketing and in-store promotions, etc. – Approach every opportunity as a chance to learn 17
  • 18. The Chazin Group The Chazin GroupTop Qualities/Skills Employers Want• Communications• Strong work ethic• Teamwork Skills (works well with others)• Initiative• Interpersonal Skills (relates well to others)• Problem solving Skills• Analytical Skills• Flexibility/Adaptability• Computer Skills• Technical Skills NACE Job Outlook 2008 survey of college recruiters 18
  • 19. The Chazin Group The Chazin GroupSocial Diversity• Understand and embrace the differences that make us all unique: – Culture, Ethnicity, Gender, Age, Physical, Alternate Lifestyles, Religion, Language, Dietary Laws, and dress. 19
  • 20. The Chazin Group The Chazin Group Social Diversity • Today’s Global Workplace – More Ethnic Diversity – Introduction to Foreign Cultures – EMBRACE Our Differences – What’s a Stereotype? 20
  • 21. The Chazin Group The Chazin Group Social Diversity • Team-Based Work Best Practices – The Real World/Workplace DEMANDS It – Practice Applying to Your Social Network – Fill Each Other’s Shortfalls With Your Strengths – Coach / Be Coached 21
  • 22. The Chazin Group The Chazin Group Resolving conflict – Interpersonal, Manager-Direct Report – Physical Contact/Aggression is NEVER Tolerated – Seek Out Management at the Onset – Explain Feelings in Non-threatening Manner – LISTEN 22

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