• Save
Customer Service Armament Overview
Upcoming SlideShare
Loading in...5
×
 

Customer Service Armament Overview

on

  • 344 views

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

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

Statistics

Views

Total Views
344
Views on SlideShare
342
Embed Views
2

Actions

Likes
0
Downloads
0
Comments
0

1 Embed 2

http://www.linkedin.com 2

Accessibility

Categories

Upload Details

Uploaded via as Microsoft PowerPoint

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment
  • From Be Positive, Not Negative

Customer Service Armament Overview Customer Service Armament Overview Presentation Transcript

  • Customer service armament
    A DRILL IN CUSTOMER SERVICE
  • Overview
    Front-line agents take the brunt of customer interactions
    Verbal barbs
    Accusatory glances
    Front-line agents get defensive when they don’t wear their customer service armaments
    Did we give them any to begin with?
    Did we teach them how to put them on by themselves?
  • Knight in Shining Armor
    Listens actively
    Focuses
    Uses the right tone of voice
    Is chivalrous (courteous)
    Stays positive
    Talks at the customer’s level
    Empathizes
    De-escalates customers
  • Donning the Helmet
    What does a helmet protect?
    Ears
    Keeps out those verbal barbs
    Eyes
    Can only see straight ahead
    Mouth
    Only gets to say nice things
  • Definition
    lis·ten (lĭs'ən) intr.v. lis·tened, lis·ten·ing, lis·tens
    To make an effort to hear something: listen to the radio; listening for the bell.
    To pay attention; heed: "She encouraged me to listen carefully to what country people called mother wit" (Maya Angelou).
    listeningnoun
    the act of hearing attentively; "you can learn a lot by just listening"; "they make good music--you should give them a hearing" 
    effort
    act
  • The Non-Response
    Customer: Hi, I’m having trouble getting my reports to print out.
    Analyst: Can I have your customer number?
    Customer: Sure, it’s 123456. I’m wondering - is it me or the computer that is causing the problem?
    Analyst: {long silence} What module are you looking at?
    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!
    Analyst: {long silence} OK, it’s fixed now. Why don’t you try it and call us back if it doesn’t work?
    Customer: OK, well, I guess that’s OK. I’ll call back if it isn't working. Bye.
    Analyst: Good bye.
  • The Attentive Dialogue
    Customer: “Hi, I’m having trouble getting my reports to print out.”
    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?”
    Customer: “Sure, it’s 123456. I’m wondering - is it me or the computer that is causing the problem?”
    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?”
    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!”
    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?”
    Customer: "OK, well, here goes. Oh my gosh – here comes the report!  Wow, that’s great. You’ve been a terrific help. Thanks.”
    Analyst: “My pleasure. Is there anything else I can do to help you today?”
    Customer: “No, I’m all set. And thanks again.”
    Analyst: “You’re welcome. Please don’t hesitate to call us again. Goodbye.”
  • Exercise
    Say the alphabet with these emotions
    Irritation Happiness Calmness
    Melancholy Nervousness Impatience
    Pride Helpfulness Gratitude
    Worry Surprise Confident
  • Sharpening your Sword
    What role do your words play in customer interactions?
  • 1999 Study
    Pearson, Andersson, and Porath at The University of North Carolina Business School
    People who quit—12%
    Loss of work time—52%
    Decreased work effort—22%
    Gotten worse in past decade—78%
  • Mind your Ps and Qs
    In the 17th century Ps and Qs stood for prime quality
    In the 19th century the term became associated with the difficulty of learning which way lower case Ps and Qs faced.
    The practice of bartenders keeping marks on tabs of ale served in pints or quarts.
  • Polishing your Shield
    How will your trainees present themselves during their first minutes, hours, days away from the classroom?
  • Why?
  • Blaming Society
    Everyone blames someone
    Spouses blame each other
    Political parties blame each other
    Unions blame management
    If everyone jumped off a bridge, does that mean you should too?
  • Responsibility
    Taking or assigning responsibility is a subtlety different process
    Can apply to past, present or future events
    Blame only focuses on the past
    Assigning responsibility does not have so many emotional attachments
    Distinction lies in the delivery of the language
    Examples:
    "If you had done your work on time, we wouldn't be in this mess".
    "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."
  • Customer speak vs. Geek Speak
    Bandwidth
    Bookmark
    Broadband
    Browser
    DNS
    Download
    Firewall
    GUI
    Homepage
    HTML
    IP Address
    ISP
    LAN
    Modem
    POP3
    Search Engine
    TCP/IP
    URL
  • Positive responses
    You can relate to the inconvenience the customer
    Personalizes the response
    "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."
    Creates rapport
    Re-establishes trust
    Genuine interest in the problem
    Appease upset customer
    Customer retention among customers who have experienced a problem increases 10-15% when the company offers a sincere and unreserved apology.
  • Walking in your Solleret
    Armaments can be heavy and take practise to wear
    What are you favorite roll play activities?
    How else do you engage trainees to practise what they’ve learned?
    How do you judge their success?
  • Summary
    Voice
    “I am open and helpful”
    Expectations
    “I will work with you and can fix the problem”
    Professionalism
    “Thank you for letting us know that something was not right.”
  • Saddling your Steed
    Don’t want trainees to get thrown
    Give them the right expectations
    Teach them to learn from mistakes