2. The Importance of Training for Customer Service
How do Customers Evaluate Service Quality?
Customer Service Training ideas
The Importance of Team Building
Easy Team Building Ideas
3. Customer Perceptions
■ To the Customer you ARE the company
Organizations with Happy Customers are
more successful
■ Financial Benefits
■ Happy Customers come back
■ Happy Customers tell their friends
Providing good Customer Service doesn’t come
naturally to everyone.
4. A
T
E
R
R Reliability – Deliver on Promises with dependability &
accuracy
Assurance - Knowledge, courtesy, ability to convey trust,
competence and confidence
Tangibles - Facilities appearance, comfort, look and feel of
Marketing materials, etc.
Empathetic - Degree of caring and individual attention the
customer receives
Responsive - Willingness to help promptly – without
distraction
5. Organizational commitments
■ Promises made via advertising, marketing, policies,
contracts, etc.
Common Expectations
■ Customer expectations are often based on assumptions
and past experience
Personal Promises
■ Agent to customer promises
Often the challenge is to reshape customer expectations. Are you
training your folks how to do this?
6. Assurance Factor
■ Product Knowledge & Company Knowledge
■ Listening Skills – Active listening skills
■ Communications Skills - includes verbal and written
(in-person, phone, and email service)
■ Problem-Solving Skills
Tangibles
■ Take pride in your environment, yourself, your
workspace and any forward-facing delivery
mechanisms (online and marketing materials too!)
7. Empathy
■ Recognize the Emotional State of the Customer;
validate their feelings
■ Treat each person as an individual
Responsiveness
■ Respond quickly
■ Set Expectations – deliver on those expectations
Research shows that the most frustrating part of
waiting is not knowing how long the wait will be.
8. Train for Active Listening, Questioning, etc.
Use Case Studies to open discussions
■ Soap Story, Johnny the Bagger
Group Activities
■ Role Playing, scavenger hunts.
FISH! Philosophy www.thefishphilosophy.com
9. Forbidden Phrase . . . Replacement . . .
I don’t know . . .
■ “Good Question, let me look into that for you.“
We can’t . . .
■ “That’s a tough one, let’s see what we can do” (find an alternative)
You’ll have to . . .
■ ”Here’s how we can help you with that.”
Hang on a second, I’ll be right back. . .
■ “I’ll need to ask an associate to be sure, are you able to wait while I check into
it?”
No . . .
Find a positive alternative. “Unfortunately, the current architecture of the
software doesn't support that feature”
Unfortunately, the current architecture of the software doesn't support that feature
10. Pay attention to Content & Intent
Ask great questions
■ Use activities that hone questioning skills
See the big book of customer service training games
Tips:
■ Tune in to the other person
■ Limit distractions
■ Don’t jump to conclusions
■ Take notes and reflect information back
■ Be prepared – use a Question Map/Flowchart
■ Turn off your own worries
11. The following quote from The Leadership
Challenge, outlines the responsibility of
leadership in Customer Service Delivery
Lindsay Levin took over the reigns of her
family automotive business, Whites Limited, at
only 29 years old. She talks about what she
knows about enabling her folks to provide
great customer service.
12. http://www.stservicemovie.com/ by Barbara Glanz and Ken Blanchard.
Barbara was hired by a supermarket chain to deliver
Customer Service training to build customer loyalty. During
her presentation she said: “Every one of you can make a
difference and create memories for your customers that will
motivate them to come back. How?”
“Think about something you can do for your customer to
make them feel special – a memory that will make them
come back.
A month later she received a call from a 19-year-old bagger
named Johnny. He proudly told her he was an Down
Syndrome individual and told her his story.
13. “I liked what you talked about”, he said, “but at first I
didn’t think I could do anything special for our
customers.” “After all, I am just a Bagger.”
“Every day after work, I’d come home and find a
thought for the day. If I can’t find a saying I like”, he
added, “I just make one up!”
His Dad helped him print them out on the computer.
Johnny would cut them out and sign them on the
back and bring them to work the next day.
When he finished bagging a customer’s groceries, he
would put a thought for the day in the bag and say
“Thanks for Shopping with us!”
14. The Manager was on rounds about a month later
and noticed a long line at Johnny’s line.
He called for more cashiers but no one would
move.
They all wanted to be in Johnny’s line to get his
“Thought for the day”.
Great service comes from the heart.
15. Helps build strong working relationships
Enhances teamwork and communications
can make work fun and enjoyable
■ has a positive impact on attendance and retention
People who have friends at work are more productive
and loyal
