Customer Service Basic training for Public agencies. Diversity and culture competence play a huge role in customer satisfaction. http://www.saharconsulting.com

1. Customer Service - City Of Burbank
Sahar Andrade, MB.BCh
Sahar Consulting, LLC

2. Customer Service
• What is Customer
Service?
• Excellent Customer
Service
• Perceptions:
Diversity

3. Customer Experience

4. Customer Service Perception
CULTURE

5. Diversity: Demographics
 Hispanics: Today 15% of the population, 30% in the next 20
 African Americans: 14% to 15%, Asian Americans: 5% to
8%
 Immigrants: 1 M/ Year
2. Gender: Women executives and single Moms (28% of US
Households headed by females in 2010)
3. Generations: 4 Generations at work
3. LGBT: Rate of non-traditional families are on the rise.

6. Cultural Differences
• Verbal
• Non Verbal as body language:
- Eye Contact
- Tone, pitch, volume or silence
- Hand gestures
- Facial expressions
- Appearance
- Salutations
- Time and personal space

7. Customer Service
• Customer Service in
Public Agencies
• Importance of
customer service in
Public Agencies

8. Who Is Your Customer?
1. External customers Customer Needs:
pay our bills • Define products or
services provided
2. Internal customers to the customer
use our outputs as • Identify the related
their inputs to External process
Custom
ers
achieve our business • Specific, basic
Compan
objectives and y • Ambiguous
ultimately satisfy
external customers Internal
Custome
rs
3. Regulatory bodies

9. Creating Customer Experience

10. Creating Customer Experience
• Phone
• Email
• call center, Support center
• Sales, and management

11. Creating Customer Experience
• Ims
• Instant feedback
• Live agents
• Emails
• Web mail
• Social Media

12. Service Profit Chain:
Human- Business - Hidden
Productivity &
Profit (P.6)

13. Customers’ Communication
Channels
• Complaints Sources of Customer Voices
• Compliments
• Customer defections/ Buyer
Behavior
acquisitions
Research
• Customer referrals Outbound
Communications
Market
Intelligence
• Product returns Customers
• Product/service sales
preferences
Informal/Formal Inbound
• Contract cancellations Transactions Communications
• Market share changes Casual
Contact
• Closure rates of sales calls

14. Communicating with Customers
No matter what source of customer
information is used, customer
communication has three basic
parts:
1. Asking the right questions
2. Asking questions in the right way
3. Understanding the answers

15. Interviews
• Purpose: To learn about a
specific customer’s point of
view on service issues,
product/service attributes,
and performance
indicators/measures.

16. Surveys
Survey
• Purpose Options
• To measure the needs –quantitative data.
• Uses
• Considerable amount of information, large population
• Analysis, To measure change
The Survey Process
• Objectives.
• Target audience
• Specific desired information.
• Draft questions.
• Test , validate, Finalize the survey.

17. Focus Groups
• Purpose
• Information point of view of a group
• Uses
• Define customer needs
• Insights into prioritization
• Test concepts and get feedback
• 7 to 13 participants who share
characteristics; will be asked to thoroughly
discuss very few topics

18. Kano Model
• The Kano Model is helpful in understanding different types of
customer needs.
• There is much risk in blindly fulfilling customer needs without
a good understanding of the types of requirements.
• Without this understanding, a team risks:
• Providing superfluous quality
• Wowing the customer in one area, and driving them to
competitors in another
• Focusing only on what customers say, and not what they
think or believe

19. The Kano Model
1. Dissatisfiers –
Basic requirements
2. Satisfiers –
Performance
requirements.
3. Delighters –
Unexpected features
or characteristics

20. Meeting Basic Customers’ Needs
• Identify and address customer needs
• Friendliness
• Listen with empathy (mirror neurons),
suspend judgments
• Don’t assume: Dialogue
• Fairness
• Control
• Options and alternatives.
• Information

21. Customer Expectations for
STELLAR Service
Regardless of industry, or type of
service, customers consistently
report that they value four
qualities in the service they
receive (S.T.A.R.).
 Seamless
 Trustworthy
 Attentive
 Resourceful

22. Communicating the customer’s
value
All customers want to feel valued&
important to your organization.
The Four A’s are easy and quick,
yet powerful ways to communicate
to customers that you value them
and their business. The key is to
be sincere.
1. Acknowledge
2. Appreciate
3. Affirm
4. Assure

23. Customer Cues
Here are some common
cues that can help you spot
and opportunity to deliver
world – class service.
1. Voice
2. Body Language –
posture, gestures, and
facial expressions
3. Context
4. Background Information.

24. World Class Service
• Delivering World Class Service can be low cost
and quick but still make an impact. It creates
positive defining moments – that exceeds
customer’s expectations, these experiences stick
with them as they judge the service you provide.
• To become effective, you must meet three criteria:
1. A pleasant surprise
2. Valuable
3. Appropriate

25. World Class Delivery Steps
• You can provide world – class
service to your customers by
applying three easy steps:
• Step 1: Spot an opportunity.
• Step 2: Consider the
possibilities.
• Step 3: Offer a world – class
service solution or action.

26. Customer Excellent Service
Overlapping circles. Service
quality is achieved when the
three operate in harmony with
the customer’s preferred
method of doing business
1- People
2- Business Processes
3- Technology

27. Service Standards
For Supervisors
A set of service standards should
clearly set out the purposes and
priorities of an organization, while
spelling out the standards of service
customers can expect.
1- Ownership
2- Visibility
3- Commitment

28. Service Standards
Ensure that standards set are:
• SMART (Specific, Measurable,
Achievable, Realistic and Time-
bound)
• Involve all key stakeholders (
• Involve staff throughout the
entire
• Develop an effective monitoring
system
• Agree on regular standards
review sessions

29. Good to GREAT!
Front line people
Organization Culture:
- Appreciation
- Reward
- Trust
- No blame or fear
- Mistakes are
opportunities
- Mentoring, coaching

30. Angry People
Handling angry people:
- CARP
Disengaging from angry people:
- Apologize
- Soft diplomacy
- Show them you are working with them
- Do not take it personal, computer mode
- Show empathy
- Take time out
- Show appreciation

31. Communication Channels
1. Face to Face
2. Telephone
3. Email
- Netiquette
- Email DO and Don’t
4. Snail mail
5. Handling Complaints

32. To Achieve Excellence
In Summary…

33. Make a good
First Impression
Remember their names
Be everything you would expect and want to your customer
as you would for yourself

34. Stop surfing and socializing and
Focus on your customer:
Remember their likes
Don’t be distracted
Let them hear your smile

35. Listen actively
Ask questions so they know you are listening
repeat, paraphrase to confirm understanding
Face to face: Watch body language

36. Be Culturally
Sensitive

37. Use all of your TOOLS- Even if you
don’t know – Never say You Don’t know –
Find a solution
Use all your resources to find it
ASK FOR HELP!

38. Don’t leave them on HOLD
Ask permission & keep an eye on the clock.
Don’t leave them waiting!

39. If they’re
MAD
Don’t take it personally
Even when it sounds like they are mad at you

40. Remember to
Document well

41. Have

42. Say Please
and
Because everyone likes to be thanked.

43. Always
Go the extra mile &
It helps to create the devoted customer
that wants to come back.

44. … and one last thing …
make them happy they called

45. BONUS
Active Listening

46. Disclosure
• All the pictures used in the workbook are copyrighted and
are used SOLELY for the purpose of education and
learning ONLY not for commercial use
• This presentation is the intellectual property of, and is
proprietary to Sahar Consulting, LLC and it is not to be
disclosed, in whole or in part, without the express written
authorization of Sahar Consulting, LLC. It shall not be
duplicated or used, in whole or in part, for any purpose
other than to be educational material for the “Customer
Service” workshop training for the City Of Burbank. The
presentation can’t be used in part of whole in the same
program/ similar or different programs if not facilitated by
Sahar Consulting, LLC.

47. Q&A
Sahar Andrade. MB.BCh
Sahar Consulting, LLC
www.saharconsulting.com
Sahar@saharconsulting.com
Thank you
(818) 861 9434