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this is a slideshow presentation I created to use as a follow along to the Customer Service Workshops I facilitated for Wright & Filippis

this is a slideshow presentation I created to use as a follow along to the Customer Service Workshops I facilitated for Wright & Filippis

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  • 1. Med University Wright & FilippisPartnering to Enhance Your Success
    Customer Service Workshop
  • 2. CS101
    Quality Customer Service
  • 3. We all need Customer Service training!
    I don’t need no customer service training…
  • 4. You may not always learn something new
    Sometimes we just need a simple reminder of things we already know
    A reminder to practice those things we know are important
    I’ve already seen all of this before…
  • 5. I never hear any complaints about the job I am doing…
    Great job!
    There is a risk that you are not hearing those complaints
    1 in 10 customers is likely to voice a complaint the other 9 will simply leave
    If a customer is willing to voice their problems it means they trust you to take care of them
  • 6. I’m not a customer service representative. Customer service is not my job!
    It is true some have more contact with customers than other
    We are in a customer service business!!!
  • 7. You don’t know my customers!
    Yes we do!
    You have one of the most difficult jobs that exists, dealing with sick people
    In addition you are dealing with referral sources, insurance companies, physician’ offices, etc.
  • 8. Poor Service Can And Does Exist
    Some reasons for poor service:
    Some employees don’t care
    There are differences in what you think the customers need and what they actually want
    Employees are offered poor training and planning for customer service
    Poor handling of complaints
    There are employees who don’t have the power or the will to take care of the customers
    Employees’ frustration from being treated poorly by customers
    Quality Service
  • 9. Your job can’t survive without the business and the business can’t survive without customer service
    One of the factors most critical to job satisfaction is the ability to feel as if we make a difference in the lives of others
    The skills necessary for effective customer service, the ability to listen, to organize and to seek creative solutions, are the foundations of every future career advancement
    What’s In It For Me?
  • 10. Customers are primarily interested in:
    Price
    Quality
    Performance and Service
    Customer Service: The Exchange
  • 11. The Golden Rule and HME
    “treat others as you would want to be treated”
    In the HME business this is more of a challenge
    Our customer may have not chosen us
    They are not thrilled to have to use us- due to many factors one being illness
    keeping mindful of these facts will help us to improve our customer service skills
    Customer Service: The Exchange
  • 12. We are in the business of providing services.
    We know our products. What are our services?
    Delivery
    Billing
    Answering questions
    Providing EMPATHY
    Products vs. Services
  • 13. Customer Needs
    Research shows patients need 5 consistent things:
    Understood
    Welcome
    Important
    Comfort
    Safety
  • 14. Customers want to be listened to
    They want to be certain their concerns are being heard
    They want their questions answered
    Customers want you to understand their perspective
    They want you to understand their emotions
    Need to Feel Understood
  • 15. Need to Feel Welcome
    Customers like it when you use their name
    They like to be recognized
    If they come to your storefront they like convenient parking and someone to greet them as they come in
  • 16. Customers want to feel appreciated
    They want to be thanked
    They want to know someone will go out of their way for them
    Are customers treated with courtesy?
    Do employees know their individual needs and challenges?
    Need to Feel Important
  • 17. Customers want privacy and comfortable surroundings
    They want to feel at home
    Are instructions provided clear?
    Are they treated with dignity, is their comfort taken into consideration?
    Need for Comfort
  • 18. Need for Safety
    Can they count on your confidentiality?
    Your word?
    Do you give them good advice?
    Will you take care of them?
  • 19. Group Exercise #1
    Basic Needs of Customers
  • 20. Reliability-the ability to perform the promised service
    Responsiveness-willingness to help customers and provide prompt service
    Assurance-knowledge and courtesy of employees and their ability to convey trust as well as confidence
    Empathy-caring, individualized attention provided to customers by the firm
    Tangibles-appearance of physical facilities, equipment, and personnel
    Elements of Customer Service
  • 21. Reliabilitythe ability to perform the promised service
    Reliability = Consistency
    Do whatyou say you are going to do.
    Do it when you say you are going to do it.
    Do it right the first time.
    Follow-upand follow through.
  • 22. Responsivenesswillingness to help customers and provide prompt service
    Responsiveness = Promptness
    Do you greet people as they come in?
    Do you make yourself immediately available
    Do you answer the phone by the 3rd ring and when you transfer , do you make sure they are connected?
    How quickly do you respond when a customer needs you?
  • 23. Assuranceknowledge and courtesy of employees and their ability to convey trust as well as confidence
    Assurance = Trust
    Are you credible?
    Do people feel they can trust you?
    Can customers believe your answers?
    Does it ease their concerns when they hear something from you?
  • 24. EmpathyCaring, individualized attention provided to customers
    Empathy = Perspective
    Are you willing to see things from your customers perspective?
    Do you treat each customer as an individual?
    Do you work hard to build rapport and can you customize your service to meet each customer’s needs?
  • 25. Tangiblesappearance of physical facilities, equipment, and personnel
    Tangibles = Appearance
    Is appearance appropriate and professional?
    How about the appearance of the staff?
    And correspondence that goes out with your name?
  • 26. Elements of Quality Customer Service
    Now we know the basic needs of customers and the elements of quality customer service.
    What do you think upsets customers the most?
    They didn’t get what they were promised
    Someone was rude
    No one went out of their way to take care of them
    No one listened to them
    Products were faulty
    They were put on hold without requesting permission
    Staff was untrained or under qualified
    Deadlines were missed
    Industry jargon was used
    Which of the above can you personally control?
  • 27. They didn’t get what they were promised
    Someone was rude
    No one went out of their way to take care of them
    No one listened to them
    They were put on hold without requesting permission
    Industry jargon was used
    What are our strengths and weaknesses?
    Select one weakness and create a solution for that weakness this month.
    Lets Create a Solution!!!
  • 28. Lets anticipate what can go wrong. In order to do this we must be able to put ourselves in their place. Can you help them to systemize their needs? What kind of service should be anticipated so they don’t have to request it?
    (equipment maintenance, telephone checklist, systematic follow-up)
    Don’t wait for a problem to develop. Ask yourself:
    “Have I considered all of my customers needs?”
    “What will they need next?”
    “How can I improve service now for my patient?”
    Anticipation
  • 29. The first element
    The outflow of information
    What information do your customers need to know?
    What questions do they commonly have?
    If you have to explain something over and over, how can you systemize that explanation?
    Communication
  • 30. The second element
    Feedback
    Spend time identifying what is important to your customers
    Identify three things that are most important to customers and ask them those questions over and over again
    Don’t wait to hear from the customer
    Actively reach out and solicit customer comments rather than listening to their complaint
    Ask “How are we doing?” as an approach to solicit feedback
    Communication
  • 31. Communication Glitches
    Overpromising – promising the customer more than you can do or can deliver
    Failing to stay in touch when a problem exists
    Failing to listen
    Using industry jargon
    Telling but not explaining
    Communication without courtesy
    Communication
  • 32. Who is responsible for what in your organization?
    What could fall through the cracks?
    How are all parts of the delivery system kept coordinated with one another?
    Who is responsible for that?
    Make certain that someone is responsible for every step.
    Organization
  • 33. The Personal Dimension
    How can we personally improve???
  • 34. Every encounter a customer has with you is a “moment of truth”, those one-on-one encounters with customers; they are the point at which customers make judgments about the organization and its quality of service. In that encounter customers will make a judgment on:
    What kind of people the company employs
    The company’s value system
    What the company can accomplish
    Appearance
  • 35. Attitude
    Quality service and a positive attitude are inseparable. You will know that you have a positive when you feel challenged to find a solution rather than being frustrated by an irate customer.
    Avoid feeling like a victim by taking charge of your work life and choosing your disposition then maintaining it no matter who confronts you.
  • 36. Attitude
    The longer I live, the more I realize the impact of attitude on life.
    Attitude, to me, is more important than facts. It is more important than the past, than education, than money, than circumstances, than failures, than successes, than what other people think or say or do. It is more important than appearance, giftedness, or skill. It will make or break a company ... a church ... a home.
    The remarkable thing is we have a choice every day regarding the attitude we will embrace for that day. We cannot change our past. We cannot change the fact that people will act in a certain way. We cannot change the inevitable.
    The only thing we can do is play on the one string we have, and that is our attitude ... I am convinced thatlife is 10% what happens to me, and 90% how I react to it. And so it is with you ... we are in charge of our Attitudes.
  • 37. Some ideas for managing our situations
    Take care of one customer at a time
    If a chronic problem arises, change it
    Stay informed
    Remember to laugh
    Express yourself
    Vary your routine
    Attitude
  • 38. If attitude is a matter of mind, it is reflected in our body language and tone of voice. Attitude is found in your smile (even on the phone)!
    Keep in mind the
    tone you want present.
    Attitude
  • 39. Tune into the customers unique needs and wants. What would you want?
    You would want to be heard
    You would want to receive acknowledgment of your situation
    You would want to know that someone cares
    Attentiveness
  • 40. Tact involves the choice of words. Try to avoid using the word “you,” as in, “you will have to call back later” or, “You should have taken care of this earlier.” Instead try “here is what we need to do to get back on track.”
    Tact
  • 41. Think of how you can help and what knowledge you need in order to offer good advice.
    Be willing to say “I don’t know, but here is how I will find out”
    Their lives can be better today because of you
    Guidance
  • 42. Customer Service is Selling
    Great service and good information = improved sales
    The key to creating additional sales is knowing what products would be appropriate and helpful for the patient.
    Selling
  • 43. Listen
    Repeat
    Apologize
    Acknowledge
    Create
    Explain
    Thank
    Key Elements For Handling Complaints:
  • 44. Group Exercise #2
    Handling a Complaint
  • 45. CS106
    Customer Service Fast Facts
  • 46. From the customers point of view you are the company. Based on your attitude and actions customers will make their judgment on:
    what kind of people the company employs
    The company’s value system
    What the company can accomplish
    You Are The Company
  • 47. Providing high quality service can save the company money. Employees spend less time reacting to problems and more time proactively improving the company
    Losing customers costs a great deal more than keeping them
    Great service providers are making themselves valuable to the business
    The same skills that lead to customer satisfaction; listening, empathy, and empowerment; also lead to increased productivity and satisfaction
    The Value of Service
  • 48. Lifetime Value of a Customer
    Spend some time with a coworker or supervisor. Identify one customer and try to determine what they spend in one year. Multiply that by how many years you could expect them to be a customer.
  • 49. Obviously, one of your customers is the patient, the customer who needs you service. However, your customers are also:
    That patients family and friends (and your potential customers)
    The very important referral sources who offer you business everyday
    The insurance companies that often pay the bills
    Visitors
    Treat our customers as individuals. Treat them as you would want your children and family members to be treated
    Know Your Customer
  • 50. A customer is the most important person in this office- in person, by phone, or by mail
    Customers are not an interruption of our work- they are the purpose for it
    Customers are not dependant on us; we are dependant on them
    We are not doing them a favor by serving them; they are doing us a favor by allowing us to do so
    A customer is not someone to match wits with. Nobody ever won an argument with a customer
    A customer is a person who brings us their wants. It is our job to handle them profitably- to them and to ourselves
  • 51. Ask yourself the following questions after a service encounter
    Did I completely understand what the customer wanted?
    Did the customer get what he or she wanted?
    Did I get the information in a clear and consice manner?
    Did the customer receive quality service?
    Is the customer really satisfied?
    Determine how you can improve in these areas for your next encounter
    Customer Expectations and Satisfaction
  • 52. What Matters to a Customer
    Customers want:
    Respect for their time (understood, important)
    Simplicity (comfortable)
    Accuracy-no mistakes (safe)
    Accessibility (welcomed, comfortable)
    You to keep your word- exceed it (safe)
    Courtesy (welcomed, important)
    Personal attention (understood)
    Prompt attention (important)
    To count on you (safe)
    Apprecation (welcome, important, understood)
    Knowledgeable staff (safe)
    Explanations (safe, understood)
    To be treated like a friend (important)
  • 53. Learn to say YES
    Provide basic courtesy
    Listening
    Using the phone
    Recovery
    Some Customer Service Skills and Approaches
  • 54. When a customer makes a request, before answering “no”, slow down. Be different, make a difference, find a way. Be the customers advocate. Explore every alternative before saying “no” to the customer.
    Learning to Say YES
  • 55. Always greet the customer and then offer help
    Constantly use the language of courtesy, “ thank you, you’re welcome, we appreciate your business.”
    Speak in positive action oriented terms: “I will, I can, the product does”
    Keep the customer informed
    Provide Basic Courtesy
  • 56. Reminders about listening
    We find it difficult to listen because:
    We like to hear ourselves speak
    We feel we have to respond to every thought, right away
    When listening:
    Make notes as the conversation progresses
    When needed restate the customers words for confirmation
    Listen for conversational tone
    Don’t assume what the customer is going to say
    Approach every conversation from the customers perspective
    Listen
  • 57. Survey says…
    the most annoying phone habits are
    When a phone is not answered by the 3rd or 4th ring
    Automated phone menus
    Being put on hold without permission
    Not knowing who they are speaking with
    Unknowledgeable employees
    The first 30 seconds of a phone call sets the tone for the remainder of the contact. The last 30 seconds are critical to establishing lasting rapport
    Using the Phone
  • 58. Tips:
    Answer by the 3rd ring
    If you put them on hold let them know why, how long they will be on hold and what you will be doing during that time
    Answer the phone: greeting, company name, your name
    Know what you are talking about
    Allow them to hang up first. Always thank them for their call
    Using the Phone
  • 59. Apologize. Say “I’m sorry”, show the mistake matters
    Listen. It shows the person matters
    Fix it. The quicker the better
    Follow-up. Make certain the problem was repaired
    Recovery
  • 60. Practice the 4 T’s: Tell Them The Truth
    Do what you say you are going to do and do it right the first time
    Customers don’t want to hear “I don’t know”, “That’s not my job”, “I can’t help you”
    Underpromise and overdeliver
    Remember expectations
    Things to Keep in Mind…
  • 61. CS104
    Taking the Customers Perspective
  • 62. Empathy is:
    The capacity to participate in another individual’s feelings
    Feeling both the pain and joy of others
    An acute awareness of another person’s circumstances and how they will react to those circumstances
    The feeling of empathy is a selfless emotion that comes easier to some than to others
    Empathy: taking the customers perspective
  • 63. Listen from the customers perspective
    You would want to be heard
    You would want to receive acknowledgment
    You would want to know someone cares
    The Skills of Empathy
  • 64. Steps for taking action
    Consider what the situation looks like from their angle
    Listen and observe well
    Act. Respond appropriately
    Taking Action
  • 65. Words to avoid:
    Should’ve
    Can’t
    Don’t
    Always
    Never
    Our company policy
    Saying No With Empathy
  • 66. Exercise #3
    Customer service
  • 67. Exercise #4
    Taking Action

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