Exceptional customer service west ala chamber 11-17-10


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  • Go through List. People aren’t born with a positive attitude. They create it. They have chosen to act the way they act. You have created a particular set of beliefs that guide the choices you make.
  • For this activity you will need the script of a play (something from Shakespeare works well).
  • Exceptional customer service west ala chamber 11-17-10

    1. 1. Exceptional Customer Service “Know The Customer – Know Yourself ” West Alabama Chamber November 17, 2010
    2. 2. Presentation Outline <ul><li>Who Is The Customer? </li></ul><ul><li>What Is Customer Service? </li></ul><ul><li>What Do Customers Want? </li></ul><ul><li>Know The Customer </li></ul><ul><li>Know Yourself and The Company </li></ul><ul><li>Need To Know </li></ul><ul><li>Difficult and Demanding Customers </li></ul>
    3. 3. Presentation <ul><li>Stress and Conflict </li></ul><ul><li>Do’s and Don’ts </li></ul><ul><li>Customer Service Acts </li></ul><ul><li>Summary </li></ul><ul><li>Thanks! </li></ul>
    4. 4. Who Is The “real” Customer? <ul><li>The Person that buys … </li></ul><ul><li>Anyone that you serve… </li></ul><ul><li>The other party in a transactions… </li></ul><ul><li>Fill In The Blank. </li></ul><ul><li>___________________________________ </li></ul><ul><li>___________________________________ </li></ul><ul><li>___________________________________ </li></ul>
    5. 5. Activity <ul><li>Customer Service is…. _______________________________ </li></ul><ul><li>_______________________________ _______________________________ _______________________________ _______________________________ </li></ul>
    6. 6. What is Customer Service? <ul><li>Customer is … “one that buys goods or services” </li></ul><ul><li>Service is… </li></ul><ul><li>“ work or duties performed for a superior”, “the occupation or duties of a servant” </li></ul><ul><li>“ Work done for others as an occupation or a business” </li></ul><ul><li>“ An act of assistance or benefit to another or others; a favour” </li></ul>
    7. 7. What Do Customers Want? <ul><li>Reliability </li></ul><ul><li>Responsiveness </li></ul><ul><li>To Feel Valued </li></ul><ul><li>Empathy </li></ul><ul><li>Competency </li></ul><ul><li>Someone To Listen </li></ul><ul><li>An Offer To Help </li></ul>205-323-1993 www.talapro.com
    8. 8. Know The Customer <ul><li>What You Say and How Say Makes a Big Difference </li></ul>205-323-1993 www.talapro.com Triggers Calmers Policy Here’s What We Can Do Can’t Can Sorry Thank You No, I don’t know I Can Find Out But And You Should Have I Understand Why You The Only Thing We Can Do The Best Option I Think
    9. 9. Know The Customer <ul><li>Your Reaction or Response </li></ul>205-323-1993 www.talapro.com If The Customer is You Natural Are Natural Angry Show Concern In A Panic Show a Sense of Urgency Friendly Are Cheerful Overburdened Show Sympathy Frustrated Are Empathetic
    10. 10. Know Yourself <ul><li>Know Yourself </li></ul><ul><ul><li>Likes and Dislikes </li></ul></ul><ul><ul><li>Triggers </li></ul></ul><ul><ul><li>Personality </li></ul></ul><ul><ul><li>How Would You Describe “You”? </li></ul></ul>
    11. 11. Know The Company <ul><ul><li>We do… </li></ul></ul><ul><ul><li>Our Company…. </li></ul></ul><ul><ul><li>We Value… </li></ul></ul><ul><ul><li>Our Commitment is… </li></ul></ul><ul><ul><li>You Can Trust Us To…. </li></ul></ul>
    12. 12. Activity: You Pick One <ul><li>Select the Pattern That You Like </li></ul><ul><li>Who Are YOU? </li></ul>
    13. 13. Need To Know <ul><li>First Impressions </li></ul><ul><li>Effective Communications </li></ul><ul><li>Attitude Matters </li></ul><ul><li>Stand Out </li></ul>
    14. 14. A Winning First Impression <ul><li>What You Say </li></ul><ul><li>How You Say It </li></ul><ul><li>When You Say It </li></ul>205-323-1993 www.talapro.com
    15. 15. Effective Communications Works <ul><li>Be Ready To Listen </li></ul><ul><li>Ask The Right Questions </li></ul><ul><li>Restate </li></ul><ul><li>Match The Speed And Style </li></ul><ul><li>Body Language </li></ul><ul><ul><li>Words 7% impact </li></ul></ul><ul><ul><li>Tone of Voice 38% impact </li></ul></ul><ul><ul><li>Body Language 55% impact </li></ul></ul>
    16. 16. Attitude Matters <ul><li>It’s Your Choice </li></ul><ul><li>Wake Up Happy! </li></ul><ul><li>Have a Role Model </li></ul><ul><li>Set Daily Goals </li></ul><ul><li>Reasons To Care </li></ul><ul><li>Your Outlook Depends … </li></ul>“ Attitude Is A Product of Our Character”
    17. 17. Is The Glass Half Full or Half Empty?
    18. 18. Standing Out In A Crowd <ul><li>What Makes You Unique? </li></ul><ul><ul><li>A Smile </li></ul></ul><ul><ul><li>Personality </li></ul></ul><ul><ul><li>Knowledge </li></ul></ul><ul><li>Offer More Than Required and Expected </li></ul>205-323-1993 www.talapro.com
    19. 19. Activity: Customer Situation <ul><li>Two Volunteers </li></ul>Yes Sir, there is a way to stop the telemarketers calling you during dinner. Don’t eat dinner.
    20. 20. Difficult and Demanding Customer <ul><li>What Can I Do To Correct The Situation? </li></ul><ul><li>How Can We Satisfy Your Request? </li></ul><ul><li>Can We Find A Common Place? </li></ul><ul><li>We Apologize For The Situation, Let’s Work Together To Find The Solution </li></ul>205-323-1993 www.talapro.com
    21. 21. Wise Thoughts When Dealing With Difficult People <ul><li>“ Nothing can make you feel inferior without your consent” - Eleanor Roosevelt </li></ul><ul><li>“ They cannot take away our self-respect if we do not give it to them.” - Mahatma Gandhi </li></ul><ul><li>“ Things which matter most must never be at the mercy of things which matter least.” - Goethe </li></ul>
    22. 22. Stress and Conflict <ul><li>Me Time </li></ul><ul><li>A Bad Experience Should Not Create A “Bad Day” – Bounce Back Quickly </li></ul><ul><li>How Do You Handle Your Stress? </li></ul>205-323-1993 www.talapro.com
    23. 24. Reasons for Job Stress and The Answers <ul><li>Job Stresses </li></ul><ul><li>Fear of not doing a job perfectly </li></ul><ul><li>Overload </li></ul><ul><li>Lack of Control </li></ul><ul><li>Unclear Job Responsibilities </li></ul><ul><li>Lack of Support </li></ul><ul><li>Lack of Appreciation </li></ul><ul><li>Ways to Combat Stress </li></ul><ul><li>Relax and don’t try to be perfect </li></ul><ul><li>Set smaller goals and stay focused </li></ul><ul><li>Build self-esteem </li></ul><ul><li>Ask for direction </li></ul><ul><li>Monitor your inner voice </li></ul><ul><li>Change your response </li></ul>
    24. 25. Activity: The ABCs of Exceeding Customer Expectations <ul><li>List a strategies to meet and/or exceed customer expectations that begins with each letter of the alphabets. </li></ul><ul><li>Example: </li></ul><ul><ul><li>A – Appreciate the Customer </li></ul></ul><ul><ul><li>B – Be Aware of Attitude </li></ul></ul><ul><ul><li>C - ___________ </li></ul></ul><ul><ul><li>D - ___________ </li></ul></ul>
    25. 26. Do’s and Don’ts of Customer Service <ul><li>Don’t: “I don’t know.” </li></ul><ul><ul><li>Say: “I’ll find out.” </li></ul></ul><ul><li>Don’t: “No.” </li></ul><ul><ul><li>Say: “What I can do is…” </li></ul></ul><ul><li>Don’t: “That’s not my job.” </li></ul><ul><ul><li>Say: “This is who can help you…” </li></ul></ul><ul><li>Don’t: “You’re right – this stinks.” </li></ul><ul><ul><li>Say: “I understand your frustration.” </li></ul></ul><ul><li>Don’t: “That’s not my fault.” </li></ul><ul><ul><li>Say: “Let’s see what we can do about this.” </li></ul></ul>205-323-1993 www.talapro.com
    26. 27. Dos and “Don'ts” of Customer Service <ul><li>Don’t: “You need to talk to my manager.” </li></ul><ul><ul><li>Say: “I can help you.” </li></ul></ul><ul><li>Don’t: “You want it by when!?” </li></ul><ul><ul><li>Say: “I’ll try my best.” </li></ul></ul><ul><li>Don’t: “Calm down.” </li></ul><ul><ul><li>Say: “I apologize.” </li></ul></ul><ul><li>Don’t: “I’m busy right now.” </li></ul><ul><ul><li>Say: “I’ll be with you in just a moment.” </li></ul></ul><ul><li>Don’t: “Call me back.” </li></ul><ul><ul><li>Say: “I will call you back.” </li></ul></ul>205-323-1993 www.talapro.com
    27. 28. Acts of Good Customer Service <ul><li>Serve </li></ul><ul><ul><li>Show </li></ul></ul><ul><ul><ul><li>You Understand and Want to Help </li></ul></ul></ul><ul><ul><li>Share </li></ul></ul><ul><ul><ul><li>Advice and Opportunities </li></ul></ul></ul><ul><li>Technology Driven World </li></ul><ul><li>Time is Valuable </li></ul>205-323-1993 www.talapro.com
    28. 29. Acts of Good Customer Service <ul><li>Support </li></ul><ul><ul><li>Care – The Personal Touch </li></ul></ul><ul><ul><ul><li>Handle Each Customer with Special Attention </li></ul></ul></ul><ul><ul><li>Communicate </li></ul></ul><ul><ul><ul><li>Often and Accurately </li></ul></ul></ul><ul><ul><li>Collaborate </li></ul></ul><ul><ul><ul><li>Get Involved and Offer Suggestions </li></ul></ul></ul><ul><li>Effective Listening </li></ul><ul><li>Check Your Words, Tone, and Body Language </li></ul><ul><li>Be Careful What and How You Write </li></ul>205-323-1993 www.talapro.com
    29. 30. Acts of Good Customer Service <ul><li>Sell </li></ul><ul><ul><li>Inquire </li></ul></ul><ul><ul><ul><li>Ask “How and What” You Can Do To Help </li></ul></ul></ul><ul><ul><li>Inform </li></ul></ul><ul><ul><ul><li>Tell How Your Services and Products Solve Problems </li></ul></ul></ul><ul><li>Take Notes </li></ul><ul><li>Restate </li></ul><ul><li>Talk Less </li></ul><ul><li>Ask Open Ended Questions </li></ul>205-323-1993 www.talapro.com
    30. 31. Good Customer Service Habits <ul><li>Follow Up On Your Promises </li></ul><ul><li>Go The Extra Mile </li></ul><ul><li>Offer Options </li></ul><ul><li>Express Empathy </li></ul><ul><li>Give The Client Your Name And Number </li></ul><ul><li>Focus On Positive Communications </li></ul><ul><li>Value The Customer </li></ul>
    31. 32. Summary <ul><li>What Are The Take Aways? </li></ul><ul><ul><li>Old Ideas – Refreshed </li></ul></ul><ul><ul><li>New Ideas – Discovered </li></ul></ul><ul><ul><li>Lessons Learned </li></ul></ul><ul><ul><li>Difference Outlook </li></ul></ul><ul><ul><li>What You Can Share With Others </li></ul></ul><ul><ul><li>Things To Do Today For Better Customer Service Tomorrow </li></ul></ul>
    32. 33. Thank You! <ul><li>Enjoy Your Today </li></ul><ul><li>and Have A </li></ul><ul><li>Great Customer Service Experience! </li></ul>
    33. 34. Contact Information <ul><li>Tim Lewis </li></ul><ul><li>TALA Professional Services </li></ul><ul><li>www.talapro.com </li></ul><ul><li>205-323-1993 </li></ul>