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Common sense approach to customer service.

Common sense approach to customer service.

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  • 1. Common Sense Customer Service Marquette Golf Club
  • 2. Michael EverettOrganizational PsychologistEverett Decision Systems, LLC208.451.5076 Marquette Golf Club
  • 3. Where are the four errors? Their is four erors in this statement Marquette Golf Club
  • 4. Consumer Psychology Marquette Golf Club
  • 5. Do you see what I see? Marquette Golf Club
  • 6. Do we see what they see?•  Customers’ perceptions are our reality •  Perceptions - the process of directly becoming aware through any of the senses •  Perceptual filters - Attitudes about people and things •  Mental sets - Perceiving what we want regardless of reality Marquette Golf Club
  • 7. Perceptions are POWERFUL•  Perceptions are the link between what we see and how weinterpret what we see Marquette Golf Club
  • 8. We see with our eyes, but perceive with our brains•  There is a human tendancy to beleve that what we see isthe truth•  A custumer’s mental set may alter ther vision of reality•  What is real to you may be judged “ridiculous” tosomeone else Marquette Golf Club
  • 9. Find a common ground•  It is what you need to do when perceptions are out of line•  How a customer perceives behavior or situation, dependson a combination of their belief systems, and yours•  Where is the common ground in this picture?•  Once you meet “eye-to-eye” you will find a solution Marquette Golf Club
  • 10. Understanding Customer Needs•  Determine customer needs•  You are the link•  Why, what, how, and where of needs•  Determine short and long terms goals (e.g. Brown Cows) Marquette Golf Club
  • 11. Consumer Psychology•  Never underestimate the value of a first impression•  Establishing a feeling of trust will pay off big in the long run•  Reflect on customers who think you are great and try to capturewhat it is that’s great and share it with all of your customers•  Build relationships with customers to maximize every interactionthey have with your organization•  Communicate with them the appreciation you have for theirbusiness Marquette Golf Club
  • 12. Is your Attitude showing?•  Attitudes are defined as an evaluation ofpeople, objects, or ideas. Marquette Golf Club
  • 13. Attitudes are made up of three components• Affective - emotional reactions toward the attitude object(e.g. another person or issue)•  Cognitive - consists of your thoughts and beliefs aboutthe attitude object•  Behavioral - your actions or observable behaviortoward the attitude object Marquette Golf Club
  • 14. The thinking, feeling, and doing of an attitudeHow we do this is present in every day life?Example: Looking to purchase new clubs Marquette Golf Club
  • 15. The thinking, feeling, and doing of an attitudeAffective → this club triggers some sort offeeling, whether it be excitement, envy,longing, curiosity, anger, whatever! – Seeingthe club elicits a feeling Marquette Golf Club
  • 16. The thinking, feeling, and doing of an attitudeCognitive → this aspect of your attitude towardthe Titleist MB is the beliefs you hold about aclub’s attributes. These might include yourthoughts about the club’s swing weight,efficiency, the length of the warranty, the feel,etc. Marquette Golf Club
  • 17. The thinking, feeling, and doing of an attitudeBehavioral → this is how you act in regard tothe club. When another player uses the club,you stare. Or, when you go the pro-shop, youtest the club, and eventually buy the clubs –this behavior is directly related to your attitudetowards the club Marquette Golf Club
  • 18. How are attitudes formed?Sometimes our attitudes are based primarily onone component alone. (The cognitivecomponent, affective component, or thebehavioral component) Marquette Golf Club
  • 19. How are attitudes formed?Cognitively - We say that an attitude is cognitively basedif it is based on the properties, characteristics, or qualities of anattitude object.•  Developed through many different ways including: •  Past experiences •  Educationally •  Socially •  Peer •  Advertisements Marquette Golf Club
  • 20. How are attitudes formed?Affectively - If an attitude is based on the affective component, then it is based on emotions, values, or morals. Most difficult to change.•  Affectively based attitudes have certain key features in common: 1.  They do not result from a rational examination of the issues. 2.  They are not governed by logic (e.g. persuasive arguments about the issues seldom change an affectively based attitude) 3.  They are often linked to people’s values, so that trying to change them challenges those values Marquette Golf Club
  • 21. How are attitudes formed?Behavioral - A behaviorally based attitude comes from your own observations of how you behave toward an object.•  Sometimes, we don’t know how we feel about something until we react to it•  We determine our attitude about something based on our self-perception. Marquette Golf Club
  • 22. How are attitudes formed?Attitudes are hard to change!!•  Attitudes are formed at all stages of life, the longer an attitude is held, the harder it is to change•  Avoid trying to change an attitude, work with it instead Marquette Golf Club
  • 23. Dealing with difficult Customers Marquette Golf Club
  • 24. Dealing with difficult CustomersBreak down barriers•  When you are confronted with an angry or dissatisfied customer •  They want to express their feelings •  They want the problem solvedProactive examples•  Offer a sincere apology for the inconvenience•  Let the customer vent•  Nod your head and acknowledge they are being heard•  Maintain eye contact•  DON’T TAKE IT PERSONALLY - YOU ARE THE SCAPEGOAT Marquette Golf Club
  • 25. Dealing with difficult CustomersPrioritize and focus on customer needs•  Empathize with the customer•  Ask questions and learn as much as you can•  Diffuse anger if possible•  Restate what they told you in your own words•  Share information•  Agree to a solution•  Follow up•  NEVER say “I don’t know” without ending it with “but I will find out for you.”•  NEVER say “It’s not my job.”•  Remember, sometimes it just won’t work Marquette Golf Club
  • 26. Communication Marquette Golf Club
  • 27. Communication70% of the work day is spent communicating Communication Distribution Reading, 16% Speaking, 30% Writing, 9% Listening, 45% Marquette Golf Club
  • 28. What you say matters How you say it matters more!•  Communication is the key to success•  Communicate clearly and effectively•  Avoid distractions•  Be aware of verbal and nonverbal behavior Marquette Golf Club
  • 29. Is your body betraying your mouth?Non-verbal communication - The way in which people communicate, either intentionally or unintentionally, without wordsIncludes:•  Facial cues•  Tone of voice•  Gestures•  Position and movement•  Use of touch•  Where you look (gazes) Marquette Golf Club
  • 30. Is your body betraying your mouth?•  How do we notice emotion in others?•  How do we convey attitudes nonverbally?•  How do we communicate personality traits?•  How do we facilitate communication nonverbally? Marquette Golf Club
  • 31. Beware of nonverbal communication•  Encoding - to express or emit a nonverbal behavior (e.g. smiling)•  Decoding - interpretation of the meaning of the nonverbal behavior (e.g. smiling because . . .?)•  Consequences - Encoding or decoding nonverbal communication can be dangerous •  Misinterpretations can lead to incorrect assumptions •  Be conscientious and honest with your words, facial expressions, and gestures Marquette Golf Club
  • 32. Are you listening to me?•  Listening is a skill•  Practice makes perfect •  Stop, think, and be aware•  Showing a customer that you are truly listening eases any unspoken uncertainties Marquette Golf Club
  • 33. Tips for effective listening1.  STOP TALKING2.  Show the speaker you want to listen3.  Remove distractions4.  Empathize with the speaker5.  Be patient6.  Ask questions7.  STOP TALKING8.  Let the other person finish speaking9.  Don’t ask excessive questions10.  Use appropriate non-verbal cues11.  Focus on what the person is saying, not your next response12.  Don’t judge, keep an open mind13.  STOP TALKING14.  Try to understand what the other person means15.  Check your attitude at the door Marquette Golf Club
  • 34. Ten keys to effective listeningKeys The Bad Listener The Good Listener Seizes opportunities;1. Find areas of interest Tunes out dry subjects ask, "Whats in it for me?" Judges content, skips2. Judge Content, not delivery Tunes out if delivery is poor over delivery errors Doesnt judge until3. Hold your fire Tends to enter into argument comprehension is complete Listens for central4. Listen for Ideas Listens for facts themes Takes fewer notes. Uses5. Be flexible Takes intensive notes using only one system 4-5 different systems, depending on speaker Works hard, exhibits6. Work at listening Shows no energy output. Attention is faked active body state Fights or avoids distractions, tolerates7. Resist distraction Is distracted easily bad habits, knows how to concentrate Resists difficult expository material; seeks Uses heavier material as8. Exercise your mind light, recreational materiel exercise for the mind Interprets color words;9. Keep your mind open Reacts to emotional words does not get hung up on them Challenge, anticipates, mentally summarizes,10. Capitalize on the fact that Tends to daydream with slow speakers weighs the evidence,thought is faster than speech listens between lines to tone of voice. Marquette Golf Club
  • 35. Oh yeah, that customer service stuff Marquette Golf Club
  • 36. Key issues in customer service Eight keys to Good Customer Service Marquette Golf Club
  • 37. What is good customer service?Quality in a service or product is not what youput into it. It is what the client or customergets out of it. PETER DRUCKER Marquette Golf Club
  • 38. Who are your customers?External Customers (Members of the general public) •  A good experience dealing with your organization will ensure repeated use of your organization •  Identify their needs quickly and accurately •  Make customers feel valued •  Pay attention to customer complaints •  Measure their satisfaction, if possible Marquette Golf Club
  • 39. Who are your customers?Internal Customers (Staff)•  Trust, confidence, and understanding the common goal are keyissues to establishing an environment for great customer service•  Internal morale sets the tone of our environment that thecustomer experiences•  Improve cooperation among co-workers•  Increase motivation and employee confidence. Marquette Golf Club
  • 40. Customer Service Activity•  What was your worst customer service experience?•  How did it affect you?•  Did you return to the establishment?•  What could they have done to make youfeel better and more taken care of? Marquette Golf Club
  • 41. 1. Positive Attitude “To my customer. I may not have the answer, but I’ll find it. I may not have the time, but I’ll make it.” - Unknown Marquette Golf Club
  • 42. 2. Keep Promises “Well done is better than well said” - Benjamin Franklin Marquette Golf Club
  • 43. 3. Listen to your Customer “In business you get what you want by giving other people what they want” - Alice MacDougal Marquette Golf Club
  • 44. 4. Delight your Customer “Quality in a service is not what you put into it. It is what the client or customer gets out of it” - Peter Drucker Marquette Golf Club
  • 45. 5. Trust your Customer “Give trust, and you’ll get it double in return” - Kees Kamies Marquette Golf Club
  • 46. 6. Work as a Team “None of us is as smart as all of us.” - Ken Blanchard Marquette Golf Club
  • 47. 7. Train “Train, don’t strain.” - Arthur Lydiard Marquette Golf Club
  • 48. 8. Do it NOW! “The longer you wait, the harder it is to produce outstanding customer service.” - William H. Davidow Marquette Golf Club
  • 49. Thank you for your time andcommitment. It was greatlyappreciated!! Marquette Golf Club