Customer care 2011


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Ethan Chazin of The Chazin Group on Exceptional Customer Care

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Customer care 2011

  1. 1. The Chazin Group Customer Care Best Practices
  2. 2. The Chazin Group The Chazin Group Customer Service • Not Just For Retail Any company, non-profit or city agency that serves people deals with customer service, • Where Companies Gain a Competitive Advantage • A CORE Skill Required for Success • Affects Conference Center Profitability • Major Area for Jobs Growth • Call Centers 2
  3. 3. The Chazin Group The Chazin GroupThink about how bad customer service makes YOU feel… 3
  4. 4. The Chazin Group The Chazin Group Think about the times you’ve gone into a store for service, or had to go to the hospital, or a fast food restaurant, or had to order something online or call a customer service 800#...all those times you needed the help of a customer care professional... Were those positive experiences? DMV…the post office? 4
  5. 5. The Chazin Group The Chazin Group• Communication Best Practices – DON’T Respond to Aggressive Behavior: • Attempt to Pacify • Seek out Management 5
  6. 6. The Chazin Group The Chazin GroupA customer comes into your place of business, and begins speaking to you in a confrontational, tone. Their voice raises, they get more inappropriate and then dismiss you for some other more senior employee. How should you react? 6
  7. 7. The Chazin Group The Chazin Group Communication best practices 7
  8. 8. The Chazin Group The Chazin Group• Communication Best Practices – LISTEN! Do not assume you know what someone is going to say. Even if you DO, let them finish what they are trying to say to you. – Always maintain eye contact with the customer. If someone interrupts you, you ask them to please wait until you have finished working with the customer you are speaking with. – Do NOT talk to your fellow employees while you are serving a customer. 8
  9. 9. The Chazin Group The Chazin GroupThe right way to act at workDo NOT talk with co-workers about your personal life while you are serving a customer. It’s RUDE. – Do NOT bad mouth your employer, boss, manager, or the place you work for in front of your customers. – Do NOT argue with a fellow employee while you are serving a customer. – Do not EAT or SMOKE in front of the place of business you work at. 9
  10. 10. The Chazin Group The Chazin Group• Communication Best Practices – Treat EVERYONE with respect and civility – Ask Clarifying Questions • Can you please repeat that? • “Just to make sure I understood you correctly” – Watch Your Tonality • You may not even be aware you are raising your voice esp. if you tend to speak loudly. • Avoid phrases that are naturally confrontational: – Like I told you already… 10
  11. 11. The Chazin Group The Chazin Group• The right way to treat your customers – Don’t blame customers and definitely do not insult them. – Ask a customer if they are being helped, and if they aren’t ask if you can provide them with assistance. – If they say they need some time then give them time to come find you if they need help. – Always welcome a customer when they enter your place of business and thank them when they leave, even if they didn’t buy anything. – If they need additional information be prepared to provide an 800-#, website or physical address for them to follow up with. 11
  12. 12. The Chazin Group The Chazin Group• Control your body – Control all of your non-verbal cues (BODY LANGUAGE) so you don’t send out the wrong messages: • Posture: hands on hips • Hand gestures: waving your hand like you are literally shoeing away a fly • Rolling your finger in a circle like you are telling someone to hurry up and finish what they are saying to you • Facial Expressions: rolling your eyes, shaking your head in the negative as someone is speaking to you • Folded Arms: defensive posture like you don’t believe what they are saying or are getting insulted. 12
  13. 13. The Chazin Group The Chazin Group Be knowledgeable about your employer’s products, services, special promotions, discounts, policies, procedures. 13
  14. 14. The Chazin Group The Chazin Group• Make your word matter – Follow Through: If You Make A Commitment, Honor It. If you say you are going to look for something or look into something for a customer then you do that before you move onto do anything else. – If it is going to take some time to get an answer let the customer know that. 14
  15. 15. The Chazin Group The Chazin Group• Teamwork – Support Each Other. Volunteer to help your fellow employees. – Your Success is Contingent on Others – It Goes BOTH Ways. People won’t help you if you don’t offer to help them• Punctuality – Set A Standard for Leadership – A Good Practice: Proves Reliability – Be 15 minutes early ALL the time every time 15
  16. 16. The Chazin Group The Chazin Group• Pursue Mentor Opportunities – Formal & Informal: try and seek out those employees that seem to know a lot and are respected. See what you can learn from them. 16
  17. 17. The Chazin Group The Chazin Group• Be a learning sponge: – Continuous Learning: always try and learn as much as you can about the business, customers, the products, services, competitors, pricing, marketing and in-store promotions, etc. – Approach every opportunity as a chance to learn 17
  18. 18. The Chazin Group The Chazin GroupTop Qualities/Skills Employers Want• Communications• Strong work ethic• Teamwork Skills (works well with others)• Initiative• Interpersonal Skills (relates well to others)• Problem solving Skills• Analytical Skills• Flexibility/Adaptability• Computer Skills• Technical Skills NACE Job Outlook 2008 survey of college recruiters 18
  19. 19. The Chazin Group The Chazin GroupSocial Diversity• Understand and embrace the differences that make us all unique: – Culture, Ethnicity, Gender, Age, Physical, Alternate Lifestyles, Religion, Language, Dietary Laws, and dress. 19
  20. 20. The Chazin Group The Chazin Group Social Diversity • Today’s Global Workplace – More Ethnic Diversity – Introduction to Foreign Cultures – EMBRACE Our Differences – What’s a Stereotype? 20
  21. 21. The Chazin Group The Chazin Group Social Diversity • Team-Based Work Best Practices – The Real World/Workplace DEMANDS It – Practice Applying to Your Social Network – Fill Each Other’s Shortfalls With Your Strengths – Coach / Be Coached 21
  22. 22. The Chazin Group The Chazin Group Resolving conflict – Interpersonal, Manager-Direct Report – Physical Contact/Aggression is NEVER Tolerated – Seek Out Management at the Onset – Explain Feelings in Non-threatening Manner – LISTEN 22