7 habits for effective customer service

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  • Joan, originally a librarian and last job was at UGA, went back to get my doctorate in helping people work better together Key issue is creating customers who not only come back enthusiastically but send their friends
  • 7 habits for effective customer service

    1. 1. 7 Habits for Effective Customer Service Joan Conger, MLIS, MA.OD
    2. 2. Introductions  Name, department, role  A key customer service issue
    3. 3. Main Job Today – New Story  Story we tell determines our action, reaction  Change my inner story, change outer reality  Not changing behavior = quick fix  Changing fundamental principles = mastery  Creating new habits takes time and attention  Spiral of incremental, continuous growth
    4. 4. Developing Mastery  Dependence – You do/change for me  Independence – I choose for myself  Interdependence – We create together
    5. 5. Dependence - You Independence – I (Habits 1-3) Interdependence – We (Habits 4-6)
    6. 6. Developing Mastery  Dependence – you do/change for me  Independence – I choose for myself  Interdependence – We create together  Never impose as a rule before right time  Allow to emerge from inner shifts in story  Volunteers treated as committing from inside
    7. 7. Mastery = Balance  Self-mastery = self-reliance = Habits 1-3  Relational mastery = respect = Habits 4-6 Self Relation
    8. 8. Mastery = Balance  Self-mastery = self-reliance = Habits 1-3  Relational mastery = respect = Habits 4-6  Mastery balances results with capacity  Results are “things,” envisioned reality  Capacity is relationship, emergent process
    9. 9. Self Habits 1-3 Relation Habits 4-6 Results Results Capacity & Process
    10. 10. Exercise Your Own Key Customer Service Issue Out of entire flow of customer service activities, describe a key issue whose resolution would make your life easier.
    11. 11. Part 1: Inner Mastery  Habit 1 – Freedom to Choose  Become aware of my own needs  Results: Choose between reacting and  Accepting response-ability  Process: Refocus where I put my energy  Circle of Concern – others’ failings, problems  Circle of Influence – self-aware, solutions
    12. 12. Self Response-ability Response-ability What do I Influence? What are my Concerns? Habit 1: Freedom to Choose
    13. 13. Habit 2 Begin with End in Mind  Be able to clearly state my own need  Results: All results are created twice  Envision its Truth first, then act (Habit 3)  Process: Shift from duty to purpose  Thing-centered – sources of security  Principle-centered – sources of Truth
    14. 14. Self Envisioned results Envisioned results Internal Truths External duties External securities Habit 2: Begin with the End in Mind
    15. 15. Habit 3 Put First Things First  Be able to act to meet my needs meaningfully  Results: Meaningful priorities allow  Exercise of independent will toward fulfillment  Process: Shift from efficient to effective  Urgent – reacting to next emergency  Important – prepare to not have emergencies
    16. 16. Self Meaningful Priorities Meaningful Priorities Stewardship “Do not do” lists People before things Checklists Calendaring Prioritization Habit 3: Put First Things First
    17. 17. Exercise Think about to your customer service issue and imagine a crisis that might occur in the next few weeks:  Habit 1: How could you react? How could you respond proactively?  Habit 2: What is the thing-center? What is the principle-center?  Habit 3: Look back several weeks, what would head it off with stewardship, relationship, principle?
    18. 18. Part 2: Relational Mastery  Emotional Bank Account / Care and Feeding  Must come from within Personal Mastery:  Be proactive. Begin with end in mind. First things first.  What opportunities does a problem point to?
    19. 19. Self Relation Habits 4-6 Results ResultsCapacity
    20. 20. Habit 4: Think Win/Win  Constantly seeks mutual benefit  Results: All parties’ needs are met  It’s the system not the individual  Process: Increasing, not reducing, resources  Scarcity, transaction, law (“ought to”)  Abundance, transformation, creativity
    21. 21. Meaningful Priorities Meaningful Priorities Abundance Transformation Creativity Trust, clarity Scarcity Transaction “oughts” Habit 4: Think Win/Win Relation
    22. 22. Habit 5: Seek first to Understand, then to be Understood  Empathic listening ensures psych. survival  Results: Giving space for their Truth  Be understood, affirmed, validated, appreciated  Process: Giving them space, opening myself  10-30% Transaction, logic, rephrase content  90-70% Transform, emotion, rephrase feeling
    23. 23. Giving Space Giving Space Transformation Trust, clarity Affirmation Emotion Transaction Logic Explanation Habit 5: Seek first to understand Relation
    24. 24. Exercise Think about to your customer service issue and imagine a crisis that might occur in the next few weeks:  Habit 4: (a) Describe the situation from the opinion that someone has to “lose” or give up something. (b) From the opinion that everyone can “win,” all needs can be met.  Habit 5: What conversational content is transactional? What content emotional?
    25. 25. Habit 6: Synergize  Authenticity combines to create powerful novelty  Results: Difference creates unseen third option  Requires safety, courage, respect, creativity  Process: Value the potential inside difference  Do not start from preconception, existing “rules”  Seek the power in the driving/restraining forces
    26. 26. Third Option Third Option Safety, courage Respect, creativity Difference Possibility Preconceived solutions Existing “rules” Habit 6: Synergize Relation
    27. 27. Habit 7: Sharpen the Saw  Creates continuous growth in other habits  Results: Balanced renewal in synergy of  Physical, mental, spiritual, social/emotional  Process: Spiral of self awareness and action  Move away from “being lived” by others  Move toward personal freedom, security, power
    28. 28. Dependence - You Independence – I (Habits 1-3) Interdependence – We (Habits 4-6)
    29. 29. Effective Customer Service Effective Customer Service Gradual Development of New Habits Current Habits Relation Self Habit 7: Sharpen the Saw
    30. 30. Exercise Consider the (1) circle of influence, (2) principle/Truth, (3) meaningful priorities, (4) abundance, (5) empathic understanding, (6) potential inside difference that you encountered in your service issue today – List 5 concrete ways you can incorporate examples of these into your next six weeks.
    31. 31. 7 Habits for Effective Customer Service With principled creativity We create powerful, peaceful lives.

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