Providing great customer service


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For GSETA 2011 Conference

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  • Production Notes: Power Point: Choose appropriate graphic. Audio narration – see script below. Interactive web text: None required here. Add buttons per storyboard. Script: The counseling profession has developed an array of techniques to develop and maintain the skills critical to the helping relationship. These techniques include: attending, listening, reflecting, encouraging and questioning. In this module we will address attending, listening and reflecting skills. Click on your “Next Page” button and we will begin with “attending.”
  • Providing great customer service

    1. 1. <ul><li>Providing Great Customer Service </li></ul>
    2. 2. Which Way Did They Go? <ul><li>Missionaries </li></ul><ul><li>Ticking Timebomb </li></ul><ul><li>Missing in Action </li></ul><ul><li>Detractors </li></ul>
    3. 3. So. How have you been treated? <ul><li>Describe a recent unsatisfactory customer experience. </li></ul><ul><li>Describe a recent satisfactory customer experience. </li></ul>
    4. 4. Stellar Customer Service <ul><li>What are some of the key attributes of quality, customer-satisfying service? </li></ul>
    5. 5. What customers want . . . <ul><li>“ I want a product/service that meets my needs” </li></ul><ul><li>“ I want it to be easy to get” </li></ul><ul><li>Satisfaction with results </li></ul><ul><li>and process! </li></ul>
    6. 6. Best practices – what the very best do <ul><li>Understand who the customer is and their expectations </li></ul><ul><li>Service includes total relationship experience </li></ul><ul><li>Processes streamlined to meet or exceed customer expectations </li></ul><ul><li>Make it easy to do business at each step </li></ul><ul><li>Emphasize and deliver personalized service </li></ul><ul><li>Exhibit first-rate customer contact skills </li></ul>
    7. 7. <ul><li>Message impact is conveyed through: </li></ul><ul><ul><li>Language/words </li></ul></ul><ul><ul><li>Paralanguage </li></ul></ul><ul><ul><li>Non-verbal communication </li></ul></ul>Getting our message across . . .
    8. 8. “ Watch Your Phraseology” <ul><li>What you say has to be explicitly understandable and valued by a layperson! </li></ul><ul><li>Use plain English words and terms that customers will understand. Beware of “insider language.” </li></ul><ul><li>Explain processes in logical steps. </li></ul><ul><li>Don’t talk about “programs” or “funding sources” . </li></ul><ul><li>Use valuing language to describe your job seeking customers. </li></ul><ul><li>Describe services in terms of the FABs – (features, advantages, benefits) to the customer. </li></ul>
    9. 9. Workforce Language Instead of … We could say … Assessment & Testing Case Management Dislocated Worker Barriers to Employment Labor Market Information
    10. 10. Program features vs. customer perceived benefits A feature describes what the program or service is. An advantage describes what the feature does. A benefit puts it in terms of how the customer sees value in it.
    11. 11. Responding tactfully Instead of … We could say … You must fill out these forms. You have to come back tomorrow. I wasn’t there when that problem happened. They should have given you the information. We are so busy that I don’t have time to do that for you. You should have brought the information with you.
    12. 12. Its not personal . . . . explaining policies and procedures <ul><li>Customers often do not understand why policies and procedures are in place and they are usually not written with the customer as the intended reader. </li></ul><ul><li>If you can explain the policy in plain language, and the reasoning behind it, you are less likely to meet resistance. </li></ul><ul><li>Acknowledge the customer’s feelings: “I understand this can be frustrating . . .” </li></ul><ul><li>Explain from the point of view of the customer . . . if possible, highlight how the policy benefits the customer. </li></ul><ul><li>Provide print material to take home if the customer must return with additional information, documents, etc. </li></ul>
    13. 13. More Customer Contact Skills <ul><li>When meeting with customers practice good non-verbal communication: </li></ul><ul><ul><li>Hand shake </li></ul></ul><ul><ul><li>Eye contact </li></ul></ul><ul><ul><li>Relaxed posture </li></ul></ul><ul><ul><li>Non-judgmental facial expressions </li></ul></ul><ul><ul><li>Affirming gestures </li></ul></ul><ul><ul><li>Calm voice </li></ul></ul><ul><ul><li>Positive tone </li></ul></ul>
    14. 14. What would you see as a customer? <ul><li>Excellence in … </li></ul><ul><li>Appearance? </li></ul><ul><li>Office space? </li></ul><ul><li>Customer treatment? </li></ul><ul><li>Confidentiality? </li></ul><ul><li>Staff demeanor? </li></ul><ul><li>Access to facilities/services? </li></ul>
    15. 15. Mastering your customer service role <ul><li>Help shape customer roles and expectations </li></ul><ul><li>Establish credibility and trust </li></ul><ul><li>Empowering, not enabling </li></ul>
    16. 16. Managing Expectations <ul><li>Customers have . . .and make . . . choices. </li></ul><ul><li>Customers are responsible for their own outcomes. </li></ul><ul><li>Staff are responsible for the process. </li></ul><ul><li>Customers should be actively involved in assessment, planning, problem solving, finding resources, and implementing plans . </li></ul>
    17. 17. Critical Skills <ul><li>Acceptance & Respect </li></ul><ul><li>Understanding & Empathy </li></ul><ul><li>Trust </li></ul><ul><li>Confidentiality </li></ul><ul><li>Warmth & Genuineness </li></ul>
    18. 18. Critical Skills <ul><li>What do you do to build trust and rapport with customers? </li></ul>?????
    19. 19. Critical Skills <ul><li>Attending </li></ul><ul><li>Listening </li></ul><ul><li>Reflecting </li></ul><ul><li>Encouraging </li></ul><ul><li>Questioning </li></ul>
    20. 20. Reflecting . . . <ul><li>Phrases you can use… </li></ul><ul><ul><li>From your point of view… </li></ul></ul><ul><ul><li>So, you are suggesting… </li></ul></ul><ul><ul><li>Then you feel… </li></ul></ul><ul><ul><li>So, based on your experience… </li></ul></ul><ul><ul><li>You seem really concerned about… </li></ul></ul><ul><ul><li>Let me be sure I understand. You said… </li></ul></ul><ul><ul><li>This is what I think you are saying… </li></ul></ul>
    21. 21. Asking questions . . . <ul><li>Phrases you can use… </li></ul><ul><ul><li>What if… </li></ul></ul><ul><ul><li>Is it possible that… </li></ul></ul><ul><ul><li>Perhaps if… </li></ul></ul><ul><ul><li>Do you feel that… </li></ul></ul><ul><ul><li>Does it sound reasonable… </li></ul></ul><ul><ul><li>I wonder if… </li></ul></ul>
    22. 22. How am I doing? <ul><ul><li>I make a serious effort to know my customer’s situation, needs, and expectations. </li></ul></ul><ul><ul><li>I avoid the use of professional jargon, technical terms, and acronyms when explaining our programs and services to others. </li></ul></ul><ul><ul><li>I seek ways to streamline ways to deliver our programs and services and make it easy for our customers to acquire or use our services. </li></ul></ul><ul><ul><li>I work with others in our organization to build and support a written model of excellent customer service for all to use in their customer interactions. </li></ul></ul>
    23. 23. How am I doing? <ul><ul><li>I am able to easily translate the features of our programs and services into benefits that our customers understand and expect from our organization. </li></ul></ul><ul><ul><li>I handle difficult and challenging customer interactions calmly and confidently. </li></ul></ul><ul><ul><li>I use effective communication skills to engage my customer in order to bring problems to a harmonious and win-win solution. </li></ul></ul><ul><ul><li>I provide prompt, courteous service and undivided attention whenever working with a customer. </li></ul></ul>
    24. 24. How am I doing? <ul><ul><li>I know the staff and the programs and services offered throughout my organization and the partners we work with. </li></ul></ul><ul><ul><li>I systematically gather data from our customers about their opinions on how effective our customer service is. </li></ul></ul><ul><ul><li>I maintain an office environment that is clean, organized, and welcoming to all our customers. </li></ul></ul><ul><ul><li>I consistently display a willingness to “go the extra mile ” to meet a customer’s expectations. </li></ul></ul><ul><ul><li>I follow-up promptly whenever I make a promise to a customer. </li></ul></ul>
    25. 25. How am I doing? <ul><li>Total number of checked items: </li></ul><ul><ul><li>0-3 It’s definitely time to upgrade your customer service skills. </li></ul></ul><ul><ul><li>4-6 Customers may not be getting full value from your service. </li></ul></ul><ul><ul><li>7-10 You’re doing great. Make a few small changes and you’ll be a pro. </li></ul></ul><ul><ul><li>11-13 You are a customer service master. </li></ul></ul>
    26. 26. <ul><ul><li>Carol Wargo </li></ul></ul><ul><ul><li>Workforce Dimensions </li></ul></ul><ul><ul><li>614-565-5902 </li></ul></ul><ul><ul><li>[email_address] </li></ul></ul>Thank you for your participation!