Time management and customer service

  • 1,600 views
Uploaded on

 

More in: Career , Business , Education
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Be the first to comment
    Be the first to like this
No Downloads

Views

Total Views
1,600
On Slideshare
0
From Embeds
0
Number of Embeds
0

Actions

Shares
Downloads
26
Comments
0
Likes
0

Embeds 0

No embeds

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
    No notes for slide

Transcript

  • 1. Career Development Training Course Time Management and Customer Service 1
  • 2. Time Management and Customer ServiceEnabling ObjectivesUpon successful completion of this topic, the trainee will be able to: LIST time-wasting activities that affect the working environment. IDENTIFY the time conservation methods in the working environment. LIST the four tasks required to conserve time in the workplace. DESCRIBE how to assess time spent in the workplace, including the four-step time-assessment process. 2
  • 3. Time Management and Customer ServiceEnabling Objectives (cont.) IDENTIFY how to manage time using the Swiss Cheese Method of time management. LIST productivity terms in the workplace environment. IDENTIFY how to set goals using the SMART Process. DESCRIBE how to prioritize goals using the ABC System and the 80/20 Rule. DESCRIBE the value of face-to-face contact in customer service. 3
  • 4. Time Management and Customer ServiceEnabling Objectives (cont.) IDENTIFY the procedure to respond to customer needs. LIST the pitfalls to avoid when dealing with the customer. DESCRIBE the techniques to use when dealing with extreme and unusual situations in customer relations. IDENTIFY the procedure for handling customer records. LIST the benefits of using the Team Approach when providing customer service. 4
  • 5. Time Management and Customer ServiceReference Publications OPNAVINST 1040.11(series), Navy Retention and Career Development Program NAVPERS 15878(series), Career Counselor Handbook (CCH) NAVEDTRA 14056(series), Navy Customer Service Manual 5
  • 6. Time Management and Customer ServiceTime Conservation Time-Wasting Activities Affecting the Working Environment:  Paperwork  Improper management of information – too much, too little  Unrealistic deadlines  Underestimated time requirements  Unclear goals 6
  • 7. Time Management and Customer ServiceTime Conservation (cont.) Time-Wasting Activities Affecting the Working Environment (cont.):  Poor concentration, lack of focus, jumping from job to job  Standards – failing to meet them or greatly exceeding them  Poor interactions with people (get what you need the first time, be prepared) 7
  • 8. Time Management and Customer ServiceTime Conservation (cont.) More Time-Wasting Activities:  Work overload  Procrastination  Phone calls  Unscheduled breaks  Reading/Writing e-mail  Non-essential Internet use 8
  • 9. Time Management and Customer ServiceTime Conservation (cont.) Time-Conservation Methods:  Keep a list of “in-between items”  Multi-task  Delegate tasks when possible  Get up earlier  Handle mail and papers only once  Do personal work after work 9
  • 10. Time Management and Customer ServiceThe Big Four Tasks to Conserve Time Learn to say NO! Prioritize! Pad your schedule for interruptions. Schedule time when you cannot be disturbed. 10
  • 11. Time Management and Customer ServiceTime-Spent Assessment Examine your daily activities to determine how you spend your time Determine your most efficient time at work  This is a four-step process 11
  • 12. Time Management and Customer ServiceTime-Spent Assessment (cont.) Step 1: Record Use of Time Step 2: Analyze Results Step 3: Eliminate Time-Wasters Step 4: Overcome Psychological Barriers:  Affiliation  Achievement  Power 12
  • 13. Time Management and Customer ServiceThe Swiss Cheese Method of TimeManagement Info Sheet 1-9-2 The Swiss Cheese Method means punching a bunch of small holes in a large task. You punch holes in the task by getting started and spending whatever time you have on the task. 13
  • 14. Time Management and Customer ServiceThe Swiss Cheese Method of TimeManagement (cont.) Even if you only have 10 or 15 minutes to spend on it just before a meeting or just before going home, do it! Soon you will find that 20 minutes here and an hour there finishes the job. 14
  • 15. Time Management and Customer ServiceProductivity Terms Goal-Setting Prioritizing Activities 15
  • 16. Time Management and Customer ServiceGoal-Setting: Time-Specific Goals For goals to be of value, they must be time-specific:  Daily  Weekly  Monthly  Etc. 16
  • 17. Time Management and Customer ServiceGoal-Setting: SMART Goals Specific Measurable Attainable Realistic Trackable 17
  • 18. Time Management and Customer ServiceGoal-Setting: SMART Goals (cont.) Specific:  Clear end result  No room for misunderstanding  Specific time frame 18
  • 19. Time Management and Customer ServiceGoal-Setting: SMART Goals (cont.) Measurable:  You need to know when you get there. 19
  • 20. Time Management and Customer ServiceGoal-Setting: SMART Goals (cont.) Attainable:  I have the knowledge.  I have the resources.  I have the support. 20
  • 21. Time Management and Customer ServiceGoal-Setting: SMART Goals (cont.) Realistic:  Be sure your goals are realistic and relevant to your skills. 21
  • 22. Time Management and Customer ServiceGoal-Setting: SMART Goals (cont.) Trackable:  Have someone who will help you be accountable and offer some constructive criticism during your progress. 22
  • 23. Time Management and Customer ServicePrioritizing: The ABC System “You must learn to set priorities to your goals and complete the goals according to priority. This will allow you to complete the most important goals each day, even if you cant complete all your goals.” 23
  • 24. Time Management and Customer ServicePrioritizing: The ABC System (cont.) Step 1:  Place an A next to the items on your list that must be done.  Then place a B next to items of medium value and a C for items of lowest value.  Don’t get wrapped around the axle on this; remember, it is a subjective rating system! 24
  • 25. Time Management and Customer ServicePrioritizing: The ABC System (cont.) Step 2:  Break down the priority groups by assigning numbers to each item in a group according to the priority within the group.  Example, A-1, A-2, A-3, and so on.  Events may require that a C item become an A item or vice versa. This means you are going to be required to set priorities continually. 25
  • 26. Time Management and Customer ServicePrioritizing: The 80/20 Rule “If all the items are arranged in order of value, 80 percent of the value would come from only 20 percent of the items, while the remaining 20 percent of the value would come from 80 percent of the items.” 26
  • 27. Time Management and Customer ServiceQuality Customer Service NAVEDTRA 14056, Navy Customer Service Manual: “Everyone in the Navy is directly or indirectly responsible for providing efficient customer service. However, of the many ratings in the Navy, only a few provide direct services to other personnel—NC is one of those ratings.” CCC is a customer service job. 27
  • 28. Time Management and Customer ServiceNAVEDTRA 14056, Navy CustomerService ManualOverview Face-to-Face Contact (Chapter 1) Customer Needs (Chapter 2) Pitfalls to Avoid (Chapter 3) Extreme and Unusual Situations (Chapter 3) Customer Records (Chapter 3) The Team Approach (Chapter 4) 28
  • 29. Time Management and Customer ServiceFace-to-Face Contact NAVEDTRA 14056, Navy Customer Service Manual: “Although you can’t always provide customers with everything they may request, you can always give them good service.” 29
  • 30. Time Management and Customer ServiceFace-to-Face Contact (cont.) To provide quality customer service, you must provide the customer with:  Knowledge and skills  A positive attitude  A sense that you have pride in what you do  Courtesy  Cooperativeness  The ability to keep how you are feeling personally out of how you treat customers 30
  • 31. Time Management and Customer ServiceCustomer Needs Apply what you learn in the Navy Counseling Techniques Lesson to determine customer needs. 31
  • 32. Time Management and Customer ServicePitfalls To Avoid Avoid jumping to conclusions. Avoid letting personal feelings about a customer interfere with service. Avoid stereotyping for any reason. 32
  • 33. Time Management and Customer ServicePitfalls To Avoid (cont.) Failing to Communicate:  Cultural differences  Physical problems (i.e. speech impediments)  Prejudicial language (i.e. snipe and twigget)  Confusing terminology (i.e. customer doesn’t know what you know, so keep it simple) 33
  • 34. Time Management and Customer ServicePitfalls To Avoid (cont.) Blatant disrespect excluded, don’t respond in kind to a bad attitude from a customer. Don’t give the customer the runaround; if you don’t know something, tell them and find the correct answer. Don’t make promises you can’t or won’t keep. 34
  • 35. Time Management and Customer ServicePitfalls To Avoid (cont.) Don’t overstep your bounds by:  Criticizing coworkers.  Criticizing policies, procedures, or instructions.  Encouraging complaints by the customer about his/her job or life by responding with your own list of problems. 35
  • 36. Time Management and Customer ServicePitfalls To Avoid (cont.) Don’t be apathetic to a customer’s needs. Don’t keep a customer waiting unnecessarily. Don’t break routines; have your office open when it’s scheduled to be open! Never discuss personal information about a customer with anyone who doesn’t have the need to know! 36
  • 37. Time Management and Customer ServiceExtreme and Unusual Situations The best way to handle extreme and unusual situations is to understand:  The rights and privileges to which a Sailor is entitled.  Instructions, manuals, and directives. 37
  • 38. Time Management and Customer ServiceExtreme and Unusual Situations(cont.) Know your limitations. Know the alternatives; where there’s a will, there might be a waiver. Above all else, don’t make statements or promises that are beyond your capability to deliver. 38
  • 39. Time Management and Customer ServiceCustomer Records Make clear and accurate entries; the errors you make will, in the long run, be more of a problem for the customer than for you. Safeguard customer records against loss or exposure to persons who don’t have a need to know (Privacy Act). 39
  • 40. Time Management and Customer ServiceCustomer Records (cont.) File customer records correctly so they can be found the next time. File a copy of correspondence pertaining to a Sailor in his/her service record as well as in the general file. When holding forms for future action, attach a note to them indicating what action is required and when. 40
  • 41. Time Management and Customer ServiceThe Team Approach The Team Approach to customer service provides the customer service representative (and the customer) with the following benefits:  A broader knowledge base for dealing with customer issues.  A ready source for advice and assistance.  Consolidated goal-setting and prioritizing.  Oversight to prevent mistakes.  Mutual encouragement and support. 41
  • 42. Time Management and Customer ServiceSummary and Review Time Management:  List five time-wasting activities that affect the working environment.  What are the four tasks required to conserve time in the workplace?  What is the 4-step process to determine your most efficient time at work? 42
  • 43. Time Management and Customer ServiceSummary and Review (cont.) Customer Service:  What reference provides instruction on how to deal with customers?  List 4 pitfalls to avoid when dealing with a customer.  What are the benefits of the Team Approach to customer service? 43