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/ 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. 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 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. 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 - HiddenProductivity &Profit (P.6)
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 Model1. Dissatisfiers – Basic requirements2. 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 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. 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 surprise2. Valuable3. 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 ServiceOverlapping circles. Servicequality is achieved when thethree operate in harmony withthe customer’s preferredmethod of doing business1- People2- Business Processes3- Technology
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. 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. 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 Channels1. Face to Face2. Telephone3. Email - Netiquette - Email DO and Don’t4. Snail mail5. Handling Complaints
32. To Achieve Excellence In Summary…
33. Make a good First Impression Remember their namesBe everything you would expect and want to your customeras you would for yourself
34. Stop surfing and socializing andFocus on your customer:Remember their likesDon’t be distracted Let them hear your smile
35. Listen activelyAsk questions so they know you are listeningrepeat, paraphrase to confirm understandingFace to face: Watch body language
36. Be Culturally Sensitive
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. Don’t leave them on HOLDAsk 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 toDocument well
42. Say Please andBecause everyone likes to be thanked.
43. AlwaysGo 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. BONUSActive 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.