Customer service armament<br />A DRILL IN CUSTOMER SERVICE<br />
Overview<br />Front-line agents take the brunt of customer interactions<br />Verbal barbs<br />Accusatory glances<br />Fro...
Knight in Shining Armor<br />Listens actively<br />Focuses<br />Uses the right tone of voice<br />Is chivalrous (courteous...
Donning the Helmet<br />What does a helmet protect?<br />Ears<br />Keeps out those verbal barbs<br />Eyes<br />Can only se...
Definition<br />lis·ten (lĭs'ən) intr.v.   lis·tened, lis·ten·ing, lis·tens<br />To make an effort to hear something: list...
The Non-Response<br />Customer: Hi, I’m having trouble getting my reports to print out.<br />Analyst: Can I have your cust...
The Attentive Dialogue<br />Customer: “Hi, I’m having trouble getting my reports to print out.”<br />Analyst: “I’m sorry f...
Exercise<br />Say the alphabet with these emotions<br />Irritation		Happiness		Calmness<br />Melancholy		Nervousness	Impat...
Sharpening your Sword<br />What role do your words play in customer interactions?<br />
1999 Study<br />Pearson, Andersson, and Porath at The University of North Carolina Business School <br />People who quit—1...
Mind your Ps and Qs<br />In the 17th century Ps and Qs stood for prime quality <br />In the 19th century the term became a...
Polishing your Shield<br />How will your trainees present themselves during their first minutes, hours, days away from the...
Why?<br />
Blaming Society<br />Everyone blames someone<br />Spouses blame each other<br />Political parties blame each other<br />Un...
Responsibility<br />Taking or assigning responsibility is a subtlety different process <br />Can apply to past, present or...
Customer speak vs. Geek Speak<br />Bandwidth<br />Bookmark<br />Broadband<br />Browser<br />DNS<br />Download<br />Firewal...
Positive responses<br />You can relate to the inconvenience the customer <br />Personalizes the response <br />"It must ha...
Walking in your Solleret<br />Armaments can be heavy and take practise to wear<br />What are you favorite roll play activi...
Summary<br />Voice<br />“I am open and helpful”<br />Expectations<br />“I will work with you and can fix the problem”<br /...
Saddling your Steed<br />Don’t want trainees to get thrown <br />Give them the right expectations<br />Teach them to learn...
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Customer Service Armament Overview

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A way to ensure new customer service agents stay on the horse after training.

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  • From Be Positive, Not Negative
  • Customer Service Armament Overview

    1. 1. Customer service armament<br />A DRILL IN CUSTOMER SERVICE<br />
    2. 2. Overview<br />Front-line agents take the brunt of customer interactions<br />Verbal barbs<br />Accusatory glances<br />Front-line agents get defensive when they don’t wear their customer service armaments<br />Did we give them any to begin with?<br />Did we teach them how to put them on by themselves?<br />
    3. 3. Knight in Shining Armor<br />Listens actively<br />Focuses<br />Uses the right tone of voice<br />Is chivalrous (courteous)<br />Stays positive<br />Talks at the customer’s level<br />Empathizes<br />De-escalates customers<br />
    4. 4. Donning the Helmet<br />What does a helmet protect?<br />Ears<br />Keeps out those verbal barbs<br />Eyes<br />Can only see straight ahead<br />Mouth<br />Only gets to say nice things<br />
    5. 5. Definition<br />lis·ten (lĭs'ən) intr.v. lis·tened, lis·ten·ing, lis·tens<br />To make an effort to hear something: listen to the radio; listening for the bell.<br />To pay attention; heed: "She encouraged me to listen carefully to what country people called mother wit" (Maya Angelou).<br />listeningnoun<br />the act of hearing attentively; "you can learn a lot by just listening"; "they make good music--you should give them a hearing" <br />effort<br />act<br />
    6. 6. The Non-Response<br />Customer: Hi, I’m having trouble getting my reports to print out.<br />Analyst: Can I have your customer number?<br />Customer: Sure, it’s 123456. I’m wondering - is it me or the computer that is causing the problem?<br />Analyst: {long silence} What module are you looking at?<br />Customer: Well, it’s the A/R module of the financial package. I’m running the aging report and I can see it on the screen, but it won’t print. I’m really beginning to wonder if my computer is jinxed!<br />Analyst: {long silence} OK, it’s fixed now. Why don’t you try it and call us back if it doesn’t work?<br />Customer: OK, well, I guess that’s OK. I’ll call back if it isn't working. Bye.<br />Analyst: Good bye.<br />
    7. 7. The Attentive Dialogue<br />Customer: “Hi, I’m having trouble getting my reports to print out.”<br />Analyst: “I’m sorry for the inconvenience. I’d be glad to help you with that problem, and I need to start with some basics. Can I have your customer number so I can look up your record?”<br />Customer: “Sure, it’s 123456. I’m wondering - is it me or the computer that is causing the problem?”<br />Analyst: (chuckling) “Well, I sometimes wonder that same thing about my car in the morning. Could you tell me what module you are looking at?”<br />Customer: “Well, it’s the A/R module of the financial package. I’m running the aging report and I can see it on the screen, but it won’t print. I’m really beginning to wonder if my computer is jinxed!”<br />Analyst: “I doubt that the computer is jinxed, because I can see that the printer queue is stalled and it looks like I can start it from here. OK, it’s fixed now. Why don’t you try it while I’m on the phone to make sure it’s working?”<br />Customer: "OK, well, here goes. Oh my gosh – here comes the report!  Wow, that’s great. You’ve been a terrific help. Thanks.”<br />Analyst: “My pleasure. Is there anything else I can do to help you today?”<br />Customer: “No, I’m all set. And thanks again.”<br />Analyst: “You’re welcome. Please don’t hesitate to call us again. Goodbye.”<br />
    8. 8. Exercise<br />Say the alphabet with these emotions<br />Irritation Happiness Calmness<br />Melancholy Nervousness Impatience<br />Pride Helpfulness Gratitude<br />Worry Surprise Confident<br />
    9. 9. Sharpening your Sword<br />What role do your words play in customer interactions?<br />
    10. 10. 1999 Study<br />Pearson, Andersson, and Porath at The University of North Carolina Business School <br />People who quit—12%<br />Loss of work time—52%<br />Decreased work effort—22%<br />Gotten worse in past decade—78%<br />
    11. 11. Mind your Ps and Qs<br />In the 17th century Ps and Qs stood for prime quality <br />In the 19th century the term became associated with the difficulty of learning which way lower case Ps and Qs faced. <br />The practice of bartenders keeping marks on tabs of ale served in pints or quarts. <br />
    12. 12. Polishing your Shield<br />How will your trainees present themselves during their first minutes, hours, days away from the classroom?<br />
    13. 13. Why?<br />
    14. 14. Blaming Society<br />Everyone blames someone<br />Spouses blame each other<br />Political parties blame each other<br />Unions blame management<br />If everyone jumped off a bridge, does that mean you should too?<br />
    15. 15. Responsibility<br />Taking or assigning responsibility is a subtlety different process <br />Can apply to past, present or future events<br />Blame only focuses on the past<br />Assigning responsibility does not have so many emotional attachments<br />Distinction lies in the delivery of the language<br />Examples:<br />"If you had done your work on time, we wouldn't be in this mess". <br />"Your responsibility is to fulfill your work commitments on time. When your work wasn't available I had to speak to the General Manager without the information I needed." <br />
    16. 16. Customer speak vs. Geek Speak<br />Bandwidth<br />Bookmark<br />Broadband<br />Browser<br />DNS<br />Download<br />Firewall<br />GUI<br />Homepage<br />HTML<br />IP Address<br />ISP<br />LAN<br />Modem<br />POP3<br />Search Engine<br />TCP/IP<br />URL<br />
    17. 17. Positive responses<br />You can relate to the inconvenience the customer <br />Personalizes the response <br />"It must have been frustrating to receive a damaged Widget. Please accept our sincere and unreserved apology. The problem you experienced is no more acceptable to us than it was to you."<br />Creates rapport<br />Re-establishes trust<br />Genuine interest in the problem<br />Appease upset customer<br />Customer retention among customers who have experienced a problem increases 10-15% when the company offers a sincere and unreserved apology. <br />
    18. 18. Walking in your Solleret<br />Armaments can be heavy and take practise to wear<br />What are you favorite roll play activities?<br />How else do you engage trainees to practise what they’ve learned?<br />How do you judge their success?<br />
    19. 19. Summary<br />Voice<br />“I am open and helpful”<br />Expectations<br />“I will work with you and can fix the problem”<br />Professionalism<br />“Thank you for letting us know that something was not right.”<br />
    20. 20. Saddling your Steed<br />Don’t want trainees to get thrown <br />Give them the right expectations<br />Teach them to learn from mistakes<br />

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