Customer Service - City Of Burbank               Sahar Andrade, MB.BCh                Sahar Consulting, LLC
Customer Service• What is Customer  Service?• Excellent Customer  Service• Perceptions:  Diversity
Customer Experience
Customer Service Perception             CULTURE
Diversity: Demographics Hispanics: Today 15% of the population, 30% in the next 20 African Americans: 14% to 15%, Asian ...
Cultural Differences               • Verbal• Non Verbal as body language:             - Eye Contact  - Tone, pitch, volume...
Customer Service• Customer Service in  Public Agencies• Importance of  customer service in  Public Agencies
Who Is Your Customer?1. External customers                Customer Needs:   pay our bills                     • Define pro...
Creating Customer Experience
Creating Customer Experience             •   Phone             •   Email             •   call center, Support center      ...
Creating Customer Experience                  •   Ims                  •   Instant feedback                  •   Live agen...
Service Profit Chain:        Human- Business - HiddenProductivity &Profit (P.6)
Customers’ Communication             Channels• Complaints                        Sources of Customer Voices• Compliments• ...
Communicating with Customers          No matter what source of customer             information is used, customer         ...
Interviews• Purpose: To learn about a  specific customer’s point of  view on service issues,  product/service attributes, ...
Surveys                                                            Survey• Purpose                                        ...
Focus Groups• Purpose   • Information point of view of a group• Uses   • Define customer needs   • Insights into prioritiz...
Kano Model• The Kano Model is helpful in understanding different types of  customer needs.• There is much risk in blindly ...
The Kano Model1. Dissatisfiers –   Basic requirements2. Satisfiers –   Performance   requirements.3. Delighters –   Unexpe...
Meeting Basic Customers’ Needs•   Identify and address customer needs•   Friendliness•   Listen with empathy (mirror neuro...
Customer Expectations for    STELLAR Service         Regardless of industry, or type of         service, customers consist...
Communicating the customer’s            valueAll customers want to feel valued&important to your organization.The Four A’s...
Customer Cues          Here are some common          cues that can help you spot          and opportunity to deliver      ...
World Class Service• Delivering World Class Service can be low cost  and quick but still make an impact. It creates  posit...
World Class Delivery Steps• You can provide world – class  service to your customers by  applying three easy steps:• Step ...
Customer Excellent ServiceOverlapping circles. Servicequality is achieved when thethree operate in harmony withthe custome...
Service Standards        For SupervisorsA set of service standards shouldclearly set out the purposes andpriorities of an ...
Service StandardsEnsure that standards set are:• SMART (Specific, Measurable,  Achievable, Realistic and Time-  bound)• In...
Good to GREAT!      Front line people      Organization Culture:      - Appreciation      - Reward      - Trust      - No ...
Angry People       Handling angry people:                  - CARP   Disengaging from angry people:                - Apolog...
Communication Channels1. Face to Face2. Telephone3. Email   - Netiquette   - Email DO and Don’t4. Snail mail5. Handling Co...
To Achieve Excellence  In Summary…
Make a good        First Impression        Remember their namesBe everything you would expect and want to your customeras ...
Stop surfing and socializing andFocus on your customer:Remember their likesDon’t be       distracted   Let them hear your ...
Listen activelyAsk questions so they know you are listeningrepeat, paraphrase to confirm understandingFace to face: Watch ...
Be Culturally                Sensitive
Use all of your TOOLS- Even if youdon’t know – Never say You Don’t know –              Find a solution         Use all you...
Don’t leave them on HOLDAsk permission & keep an eye on the clock.                 Don’t leave them waiting!
If they’re                                  MAD         Don’t take it personally             Even when it sounds like they...
Remember toDocument well
Have
Say Please             andBecause everyone likes to be thanked.
AlwaysGo the extra             mile &      It helps to create the devoted customer      that wants to come back.
… and one last thing …   make them happy they called
BONUSActive Listening
Disclosure• All the pictures used in the workbook are copyrighted and  are used SOLELY for the purpose of education and  l...
Q&A  Sahar Andrade. MB.BCh   Sahar Consulting, LLC www.saharconsulting.comSahar@saharconsulting.com        Thank you      ...
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Customer service Basic Training

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

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  • Customer service Basic Training

    1. 1. Customer Service - City Of Burbank Sahar Andrade, MB.BCh Sahar Consulting, LLC
    2. 2. Customer Service• What is Customer Service?• Excellent Customer Service• Perceptions: Diversity
    3. 3. Customer Experience
    4. 4. Customer Service Perception CULTURE
    5. 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/ Year2. Gender: Women executives and single Moms (28% of US Households headed by females in 2010)3. Generations: 4 Generations at work3. LGBT: Rate of non-traditional families are on the rise.
    6. 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. 7. Customer Service• Customer Service in Public Agencies• Importance of customer service in Public Agencies
    8. 8. Who Is Your Customer?1. External customers Customer Needs: pay our bills • Define products or services provided2. 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 rs3. Regulatory bodies
    9. 9. Creating Customer Experience
    10. 10. Creating Customer Experience • Phone • Email • call center, Support center • Sales, and management
    11. 11. Creating Customer Experience • Ims • Instant feedback • Live agents • Emails • Web mail • Social Media
    12. 12. Service Profit Chain: Human- Business - HiddenProductivity &Profit (P.6)
    13. 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. 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. 15. Interviews• Purpose: To learn about a specific customer’s point of view on service issues, product/service attributes, and performance indicators/measures.
    16. 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. 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. 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. 19. The Kano Model1. Dissatisfiers – Basic requirements2. Satisfiers – Performance requirements.3. Delighters – Unexpected features or characteristics
    20. 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. 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. 22. Communicating the customer’s valueAll customers want to feel valued&important to your organization.The Four A’s are easy and quick,yet powerful ways to communicateto customers that you value themand their business. The key is tobe sincere.1. Acknowledge2. Appreciate3. Affirm4. Assure
    23. 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. 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 surprise2. Valuable3. Appropriate
    25. 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. 26. Customer Excellent ServiceOverlapping circles. Servicequality is achieved when thethree operate in harmony withthe customer’s preferredmethod of doing business1- People2- Business Processes3- Technology
    27. 27. Service Standards For SupervisorsA set of service standards shouldclearly set out the purposes andpriorities of an organization, whilespelling out the standards of servicecustomers can expect.1- Ownership2- Visibility3- Commitment
    28. 28. Service StandardsEnsure 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. 29. Good to GREAT! Front line people Organization Culture: - Appreciation - Reward - Trust - No blame or fear - Mistakes are opportunities - Mentoring, coaching
    30. 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. 31. Communication Channels1. Face to Face2. Telephone3. Email - Netiquette - Email DO and Don’t4. Snail mail5. Handling Complaints
    32. 32. To Achieve Excellence In Summary…
    33. 33. Make a good First Impression Remember their namesBe everything you would expect and want to your customeras you would for yourself
    34. 34. Stop surfing and socializing andFocus on your customer:Remember their likesDon’t be distracted Let them hear your smile
    35. 35. Listen activelyAsk questions so they know you are listeningrepeat, paraphrase to confirm understandingFace to face: Watch body language
    36. 36. Be Culturally Sensitive
    37. 37. Use all of your TOOLS- Even if youdon’t know – Never say You Don’t know – Find a solution Use all your resources to find it ASK FOR HELP!
    38. 38. Don’t leave them on HOLDAsk permission & keep an eye on the clock. Don’t leave them waiting!
    39. 39. If they’re MAD Don’t take it personally Even when it sounds like they are mad at you
    40. 40. Remember toDocument well
    41. 41. Have
    42. 42. Say Please andBecause everyone likes to be thanked.
    43. 43. AlwaysGo the extra mile & It helps to create the devoted customer that wants to come back.
    44. 44. … and one last thing … make them happy they called
    45. 45. BONUSActive Listening
    46. 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. 47. Q&A Sahar Andrade. MB.BCh Sahar Consulting, LLC www.saharconsulting.comSahar@saharconsulting.com Thank you (818) 861 9434

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