Training For Customer Service And Team BuildingPresentation Transcript
Training for Customer Service and Team Building Written by : Mostafa Ewees (PhD) Stanford, GUC Oxford English Academy –Egypt
The Importance of Training for Customer Service
How do Customers Evaluate Service Quality?
Customer Service Training ideas
The Importance of Team Building
Easy Team Building Ideas
Plan of Attack
Importance of Training for Customer Service
To the Customer you ARE the company
Organizations with Happy Customers are more successful
Happy Customers come back
Happy Customers tell their friends
Providing good Customer Service doesn’t come naturally to everyone.
How do customers evaluate service Quality?
Reliability – Deliver on Promises with dependability & accuracy Assurance - Knowledge, courtesy, ability to convey trust, competence and confidence Tangibles - Facilities appearance, comfort, look and feel of Marketing materials, etc. Empathetic - Degree of caring and individual attention the customer receives Responsive - Willingness to help promptly – without distraction
Reliability - The Service Promise
Promises made via advertising, marketing, policies, contracts, etc.
Customer expectations are often based on assumptions and past experience
Agent to customer promises
Often the challenge is to reshape customer expectations. Are you training your folks how to do this?
Assurance & Tangibles
Product Knowledge & Company Knowledge
Listening Skills – Active listening skills
Communications Skills - includes verbal and written (in-person, phone, and email service)
Take pride in your environment, yourself, your workspace and any forward-facing delivery mechanisms (online and marketing materials too!)
Empathy & Responsiveness
Recognize the Emotional State of the Customer; validate their feelings
Treat each person as an individual
Set Expectations – deliver on those expectations
Research shows that the most frustrating part of waiting is not knowing how long the wait will be.
Training for Customer Service
Train for Active Listening, Questioning, etc.
Use Case Studies to open discussions
Role Playing, scavenger hunts.
5 Forbidden Phrases Nancy Friedman, The Telephone Doctor
Forbidden Phrase . . . Replacement . . .
I don’t know . . .
“ Good Question, let me look into that for you.“
We can’t . . .
“ That’s a tough one, let’s see what we can do” (find an alternative)
You’ll have to . . .
” Here’s how we can help you with that.”
Hang on a second, I’ll be right back. . .
“ I’ll need to ask an associate to be sure, are you able to wait while I check into it?”
No . . .
Find a positive alternative. “We are all out of stock, but we can give you rain check or a similar product at the same price.”
Pay attention to Content & Intent
Ask great questions
Use activities that hone questioning skills
See the big book of customer service training games
Tune in to the other person
Don’t jump to conclusions
Take notes and reflect information back
Be prepared – use a Question Map/Flowchart
Turn off your own worries
Responsibility of Leadership
The following quote from The Leadership Challenge , outlines the responsibility of leadership in Customer Service Delivery
Lindsay Levin took over the reigns of her family automotive business, Whites Limited, at only 29 years old. She talks about what she knows about enabling her folks to provide great customer service.
Use Icebreakers & Introductions – be creative
3 Truths & 1 lie
Helps people learn about each other in a fun way
Helps open up discussions
facilitates getting to know each other
Building activities – balloon sculptures, coffee cups towers, airplanes, etc.
Opportunities to Express
Imagine how connected your employees will feel with their art on the wall . . .
Teach them to Fish
Anderson, Kristin & Zemke, Ron. Delivering Knock Your Socks off Service . United States of America: AMACOM, 1998.
Carlaw, Peggy & Deming, Vasudha Kathleen. The big book of customer service training games . United States of America:McGraw-Hill Companies, Inc., 1999.
Friedman, Nancy a.k.a “The Telephone Dr.”
The Berkshire Leadership Group – Steven Green presenting
Delivering Exceptional Customer Service
Weisler, Kirk. Teambuilding Made Easy . SupportWorld Magazine. Also available at: www.kirkweisler.com