These slides were used with the "Taking Care of Your Campus Customers" workshop, delivered at Ball State University in September 2014.
Workshop facilitated by Michelle Baker, phase(two)learning
phasetwolearning.com - phasetwolearning@gmail.com
4. Today’s Agenda
•Welcome, introductions, session overview
•Reputation Matters
•Customer Service at Ball State Today
•Who is Your Customer?
•What are Your Customers’ Needs?
•How Does Your Customer Contact You?
•Can You Resolve the Issue?
•Handling an Upset Customer
•Exceeding Expectations, Building Relationships, Making a Difference
•Action Planning
•Key Messages, Final Thoughts
6. Why Do Customers Leave?
Let’s discuss: Out of 100 customers, how many leave because they… Die? Move away? Influenced away by friends? Lured away by competition? Dissatisfied with product? Receive an attitude of indifference by the service provider?
Source: American Society for Quality
7. The Good, the Bad and the Ugly
With your table group, discuss your own POSITIVE customer service examples: When did you have a great customer experience…
• At a store?
•In a Restaurant?
•Over the phone?
•Online?
8. The Good, the Bad and the Ugly
With your table group, discuss your own NEGATIVE (or downright UGLY!) customer service examples: When did you have a poor customer experience…
• At a store?
•In a Restaurant?
•Over the phone?
•Online?
9. The Good, the Bad and the Ugly
With your table group, fill in the blank: “We want Customer Service at Ball State to have the reputation of being _______________.” List as many traits, behaviors and characteristics as you can think of on your flip chart. (We’ll discuss as a large group)
Regardless of your role or which department you are in!
10. Systems or People?
Let’s discuss:
Looking at our lists of desired “reputation goals,” will these be achieved by SYSTEMS or PEOPLE?
14. What’s working well today?
Let’s discuss: Share some examples of GOOD customer service today at Ball State!
15. What’s working well today?
Let’s discuss: What are some areas of opportunity that would improve customer service at Ball State? If your campus customers were sitting in this room, what would they say about your department’s:
•Reliability?
•Responsiveness?
•Empathy?
•Competence?
•Warmth?
•One-interaction resolution?
16. Make it Real!
Time to reflect: In your handout, list the following:
•What is working well for you and your department?
•What are the areas of opportunity for you and your department?
18. Who is your customer?
Let’s make a list of the different customers you serve…
•Your “campus customers”?
•People outside the university?
19. Internal vs. External Customers
What’s the difference between an internal customer and an external customer?
20. Internal vs. External Customers
Internal customer, defined: A customer within your organization who uses your products or services.
21. Who is your customer?
Let’s look at your customers… Who is “internal”, who is “external”?
•Do you (should you?) handle these customers the same or differently? Why?
•Why does this matter?
22. Internal vs. External Customers
External customer, defined:
A client who is directly affected or uses the organization’s products or services.
23. Whether it’s an internal (campus) or external customer, they deserve your best. Every time.
24. Make it Real!
Time to reflect: In your handout, list the following:
•Who are the customers YOU serve?
•Are they internal or external customers?
26. Customer Needs
With your table group, discuss the potential customer service needs for the customer “profile” you are assigned.
Time limit: 5 minutes
(we will debrief as a group)
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31. Ask better questions, get better information!
The 3-Step Accordion Question Model:
1.Start with an open-ended question to gather information
2.Follow with a closed-ended question to confirm or clarify what the customer said
3.Repeat until you have the information you need
32. Asking better questions will yield better information… information you can use to truly serve and delight your customers.
33. Make it Real!
Time to reflect: What do you already know about your customers’ needs? In your handout, list what you’ve already identified about your customers’ needs. How can you better interact with a customer to learn more about his/her needs?
35. What is “inclusive” customer service?
Inclusive Customer Service: Regardless of the method in which a customer contacts you, the experience should be consistent and exceed expectations.
36. Inclusive Customer Service at Ball State
How do customers contact you?
•Face-to-face?
•Over the phone?
•By email?
•Via “snail mail”?
•On a website?
•Through social media?
•Through an app?
37. Advantages and Disadvantages
With your table group, discuss the advantages and disadvantages of your assigned contact method.
Time limit: 3 minutes (we will debrief as a group)
38. How can we improve?
Each contact method is vital to providing consistently delightful customer service! How can we be more aware of the service we provide in each area?
40. Regardless of how customers contact you, it’s up to you to discover their need, exceed their expectations and truly delight them!
41. Make it Real!
Time to reflect:
What channels do you use regularly to interact with your customers?
How can you use those channels to personalize interactions and truly delight your customers?
44. What does the Customer need?
What are the common issues or questions your customer has?
•What are the challenges?
•How can you overcome the challenges?
•What resources do you have to provide solutions?
45. Make it Real!
Time to reflect:
What are your personal customer service/issue resolution challenges?
What are some potential solutions to overcome these challenges?
47. What happens when you can’t fix the issue?
What are the implications of being unable to resolve a customer issue?
•What are the challenges?
•How can you overcome the challenges?
•What resources do you have to provide solutions?
•How do you escalate an issue?
48. Emotional Trigger Words
Certain words escalate anger. Avoid them – use calming words instead.
Triggers
Calmers
It’s our policy…
Here’s what we can do…
I apologize…
I’m sorry…
I don’t know…
I will find out…
But…
And…
You should have…
What others have found helpful…
The only thing we can do…
The best option would be…
No problem…
You’re welcome!
49. 3 Ugly Words
3 Words to Remove From Your Vocabulary:
Can’t | Don’t | Won’t
(These words sound
negative, incompetent and unwilling!)
Replace them with:
Can | Do | Will
50. Let’s Try It!
With your table group, try re-wording the provided statements using CAN, DO and WILL. Write them down…we’ll discuss as a group!
51. What you say to an upset customer won’t have as much impact as how you say it.
52. Make it Real!
Time to reflect: How do your customers respond to negative information? Do you use the words CAN’T, DON’T and WON’T? How is your tone? How can you be more aware of your words and tone?
54. Legendary Customer Service
Characteristics of a Customer Service Star:
•Motivation
•Flexibility
•Energy & Enthusiasm
•Ownership
55. Meet | Exceed | Delight
With your table group, discuss the customer situation provided. What would MEETING expectations look like? What would EXCEEDING expectations look like? What would DELIGHTING the customer look like? We’ll discuss as a group!
56. Love what you do!
Motivation factors to love what you do:
1.Respect for your immediate supervisor
2.Feeling part of the organization
3.Comfort with the organization’s culture
4.Finding meaning in your work
5.Ability to learn & grow in your role
6.Commitment and maintaining a line of sight to your customer
Source: Corporate Executive Board survey
57. Direct Line of Sight
How do you impact the customer experience? Regardless of your role, it is critical to identify and maintain a direct line of sight to the customer at all times. How do you impact the customer experience in your role?
58. It’s not enough to meet expectations. Go above and beyond to exceed expectations and delight your customer!
59. Make it Real!
Time to reflect: What motivates you in your role and with your customers? How do you maintain a direct line of sight to the customer?
