The Edge Customer Services Module 2

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Module 2 workshop, covering attitude and approach to effective customer service within an educational setting (although this transferable)

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  • The Edge Customer Services Module 2

    1. 1. Module 2: Access for Customers
    2. 2. <ul><li>What part of module one do you remember the most? </li></ul><ul><li>Discuss with your group by way of a recap. </li></ul>West Cheshire College : Recap Module 1
    3. 3. <ul><li>First; Make A Great Impression! </li></ul><ul><li>Present a Seamless Experience for the Customer; </li></ul><ul><ul><li>= Attitude, Appearance, Approach </li></ul></ul><ul><li>Take Responsibility for the Learning Environment </li></ul><ul><li>Foster Open and Collaborative Cross-college Communication </li></ul><ul><li>Focus on Results, Build for the Future </li></ul><ul><li>Take Pride in Turning Aspirations into Reality </li></ul>West Cheshire College : Giving you the Edge
    4. 4. What do most customers do when they receive bad service? <ul><li>What percentage of dissatisfied customers never complain about poor service? </li></ul><ul><li>80-90% </li></ul><ul><li>What percentage of dissatisfied customers never return as a result of poor service? </li></ul><ul><li>70% </li></ul><ul><li>Each of those dissatisfied customers will tell their experience to how many other people? </li></ul><ul><li> 8-10 ( each of them will tell another 4-5….) </li></ul><ul><li>How long does it take to acquire a customer? : </li></ul><ul><li>Months-Years </li></ul><ul><li>How long does it take to lose a customer? : </li></ul><ul><li>Seconds-Minutes </li></ul>
    5. 5. <ul><li>When we lose customers it is often because of non-caring attitudes </li></ul><ul><li>or indifference from staff-members!! </li></ul>
    6. 6. It all boils down to the 3 A’s <ul><li>A ttitude </li></ul><ul><li>A ppearance </li></ul><ul><li>A pproach </li></ul>
    7. 7. Is this you? <ul><li>Attitude </li></ul><ul><li>“ Delivering Exceptional Customer Service is 80% Attitude and 20% Technique” </li></ul>
    8. 8. Why are you here? <ul><li>Career Choice? </li></ul><ul><li>Enjoy working with people? </li></ul><ul><li>Enjoy serving customers? </li></ul><ul><li>By chance? </li></ul><ul><li>Flexible schedule? </li></ul><ul><li>Enjoy education and training? </li></ul>
    9. 10. How do you view customers? <ul><li>As the person who signs your pay check? </li></ul><ul><li>As an interruption? </li></ul><ul><li>The reason why you are here? </li></ul>
    10. 11. What does a satisfied customer look like?
    11. 12. Professional Appearance <ul><li>Role Modeling : How we look and project ourselves has a big impact on our customers; </li></ul>
    12. 13. Appearance basics
    13. 14. Appearance Basics <ul><li>Dress should reflect the vocational area in which staff are deployed </li></ul><ul><li>Observe individual department guidelines and department safety guidelines regarding safety shoe requirements. </li></ul><ul><li>Personal cleanliness assists in our attitude about ourselves and avoids offending others. </li></ul>
    14. 15. What does our body language say to our customers? <ul><li>7% is done through our words </li></ul><ul><li>38% comes through our tone of voice </li></ul><ul><li>55% through our </li></ul><ul><li>Body Language </li></ul>
    15. 16. Interpreting others Body Language <ul><li>What might you interpret from the following: </li></ul><ul><li>Nodding the head up and down </li></ul><ul><li>Shaking the head from side </li></ul><ul><li>Hands out, palms facing up </li></ul><ul><li>Drumming the fingers or tapping the foot </li></ul><ul><li>Eyebrow raising </li></ul><ul><li>Rolling of the eyes </li></ul><ul><li>Lack of eye contact </li></ul>
    16. 17. Managing your Body Language <ul><li>Eye contact is the single most important aspect of effectively communicating with others </li></ul><ul><li>Posture – Open, upright posture says approachable, positive </li></ul><ul><li>Head Position – level vs. tilted = authoritative vs. friendly, receptive </li></ul><ul><li>Arms – location and position can give away a lot about what your thinking </li></ul><ul><li>Hand gestures – Palm Up or Palm Down? – Open, Friendly or Aggressive, Dominant? </li></ul><ul><li>Distance – recognising others “Comfort Zone”, don’t cross the line </li></ul>
    17. 18. Approach – The ‘Moment of Truth’ <ul><li>Any interaction that a staff member has with </li></ul><ul><li>a customer, provides the opportunity to </li></ul><ul><li>create a Professional Service Experience. </li></ul><ul><li>Customer requests and problems can be opportunities to make memorable service moments! </li></ul>
    18. 19. Anticipation <ul><li>Know your customer; their appearance, accent, mannerisms and previous history </li></ul><ul><li>Anticipate needs and deliver to the customer’s highest expectations </li></ul><ul><li>Under promise and over deliver! </li></ul>
    19. 20. Listening and communication <ul><li>Eye Contact </li></ul><ul><li>Paraphrasing </li></ul><ul><li>Questions </li></ul><ul><ul><li>Fact Finding/Clarifying </li></ul></ul><ul><ul><li>Attitude Finding/Feelings & Values </li></ul></ul><ul><li>Summarising </li></ul><ul><li>Empathising </li></ul><ul><li>Active Listening – cues and nods </li></ul>
    20. 21. Chinese Whispers (Listening exercise) <ul><li>The University of Central Cheshire is planning a new super campus in the middle of Knutsford, with smaller campuses in Chester, Crewe and Macclesfield. The new University will provide a whole range of academic and vocational courses, as well as becoming the region’s first research institution. Amongst its vocational specialisms will be Aeronautical engineering, Barbeque techniques, Circus skills and Victorian ethics . It is anticipated that there will be car parking for 14 hundred students and there will be a helicopter launch pad on the roof of the main campus, so that the Pro-Vice Chancellor can get to work easily. </li></ul>
    21. 23. Never say “NO” – The Power of “I can” <ul><li>“ Great Service Comes in Cans” </li></ul><ul><li>… here is what I can do. </li></ul><ul><li>… I can arrange this for you. </li></ul><ul><li>… I can check and see what alternative is available. </li></ul><ul><li>… I’m sure we can find an alternative. </li></ul><ul><li>… I can tell you that.. </li></ul>
    22. 24. I Can Statements… <ul><li>The cafeteria food is terrible –I can’t find anything to eat </li></ul><ul><li>I want to a refund on my course fees – this program is not what I expected </li></ul><ul><li>Where are the books I ordered last week, they were supposed to be in already and I need them for an assignment </li></ul><ul><li>These classrooms are always so cold I cant study in here </li></ul><ul><li>The parking here is diabolical – I just can never get to class on time </li></ul><ul><li>These assignments are unrealistic – I have to work evenings and can’t possibly get these completed on time </li></ul><ul><li>I can’t concentrate in this class – I find the one of the other students to be very loud and distracting </li></ul>
    23. 25. Recovering poor customer experiences: <ul><li>Listen to the customer and do not interrupt or think about an excuse or what you are going to say. Let them vent and feel heard </li></ul><ul><li>Apologise to the customer on behalf of the college, and thank the customer for bringing this matter to our attention </li></ul><ul><li>Empathise with the customer and share with them your concern. It is always good to practice putting yourself in the customer’s shoes to view what they are going through </li></ul><ul><li>Own the Problem & offer options. Let the customer know that you will personally make certain that the problem is handled, and discuss options for making amends. </li></ul><ul><li>Explain how the problem is going to be rectified from the solutions discussed with the customer. </li></ul><ul><li>Follow up to assure that customer has been successfully handled and that they are satisfied with how the problem was handled. </li></ul>
    24. 26. Video task <ul><li>http://intranet/staff/default.htm </li></ul><ul><li>Watch ‘the Edge’ promotional video, and identify all the poor practice which we have covered so far (i.e. listening, body language, appearance, general attitude, etc) </li></ul>
    25. 27. E-mail Handling <ul><li>Response Time – Acknowledgement </li></ul><ul><li>Treat as a letter, maintain courtesy </li></ul><ul><li>Avoid CAPS and Underline </li></ul><ul><li>Append note being replied too </li></ul><ul><li>College e-mail is entirely college property and every document is a record – treat it as such </li></ul><ul><li>Organize filing and tracking system for easy retrieval and quick response </li></ul>
    26. 28. Professional Call Handling Techniques <ul><li>Verbal Handshake </li></ul><ul><li>Listen to determine needs </li></ul><ul><li>Question to clarify needs </li></ul><ul><li>Recap Details </li></ul><ul><li>Control & Lead the Call </li></ul><ul><li>Under-promise and Over-deliver </li></ul><ul><li>Close the call positively </li></ul>
    27. 29. Professional Call Handling Standards <ul><li>Answer promptly (by the 3rd ring). People judge how efficiently an organisation is run by how many rings it takes to answer </li></ul><ul><li>Identify your college/ or department and yourself to the caller after an appropriate introductory greeting, i.e., &quot;Good Morning-Good Afternoon, ………. Speaking, How can I help you?“ </li></ul><ul><li>Speak distinctly and smile when speaking on the phone. (It helps!) </li></ul><ul><li>Address the caller by name at every opportunity. </li></ul>
    28. 30. Professional Call Handling Standards <ul><li>When the caller asks if an individual is in: &quot;Yes, he/she is...can I ask who is calling?&quot; </li></ul><ul><li>If the person is not in, ALWAYS ask if there is someone else who might be able to help (including yourself). If not, ask if you may take a message. </li></ul><ul><li>When the person called is busy on another line, ask the caller if he/she wishes to hold for a moment, be transferred to another extension or leave a message. </li></ul><ul><ul><li>NEVER BLIND TRANSFER THE CALLER! </li></ul></ul>
    29. 31. Change… <ul><li>List one work Attitude you would like to change </li></ul><ul><li>List one thing you could do to make a more positive/constructive work environment </li></ul><ul><li>List the name of a colleague you could have a more effective relationship with </li></ul><ul><li>List one Customer Service Skill you could improve on </li></ul><ul><li>List one skill you could improve on to enable you to deal more effectively with difficult customer situations </li></ul>
    30. 32. Conclusion <ul><li>An awareness that “I” have a choice in my actions, behaviours and responses </li></ul><ul><li>Positive attitude </li></ul><ul><li>Think about how your communication is interpreted by your customers </li></ul><ul><li>Focus on the things you can control, not the things you can’t </li></ul>H1-04
    31. 33. Agree to work as a team….. <ul><li>There is no limit to what can be accomplished if it doesn’t matter who gets the credit! </li></ul>
    32. 34. <ul><li>First; Make A Great Impression! </li></ul><ul><li>Present a Seamless Experience for the Customer; </li></ul><ul><ul><li>= Attitude, Appearance, Approach </li></ul></ul><ul><li>Take Responsibility for the Learning Environment </li></ul><ul><li>Foster Open and Collaborative Cross-college Communication </li></ul><ul><li>Focus on Results, Build for the Future </li></ul><ul><li>Take Pride in Turning Aspirations into Reality </li></ul>West Cheshire College Giving you the Edge

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