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Impressions- Customer Service Skills- April 2013


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Published in: Business, Education

Impressions- Customer Service Skills- April 2013

  1. 1. Impressions: First & Last
  2. 2. Presented by: Richard Garrity
  3. 3. “Always give people more than what they expect to get….”
  4. 4. In this presentation: This PowerPoint presentation will focus on two key aspects of security and lobby operations. They are: 1. Customer Service Skills 2. Telephone Skills
  5. 5. “Impressions” With specific focus on: Customer Service Skills Etiquette/Public Interaction Public Relations Corporate Branding
  6. 6. The essence of: “Customer Service”
  7. 7. Scope of Definition and Policy: This policy defines the general expectations of Security personnel, as related to Customer Service Skills, Telephone Skills, and other general expected standards and procedures.
  8. 8. Scope of Definition and Policy: Although the primary scope of this training module is to teach and guide corporate security personnel on the core standards of customer service, this presentation is equally useful to all personnel of varying & different fields within
  9. 9. Customer Service Skills are essential in all service industries
  10. 10. Superior customer service skills are the foundation to successful “business solutions”
  11. 11. Customer Service Skills: “Customer Service Skills”. When you hear that phrase, Customer Service skills, some might tend to think that is for retail clerks, or the service rep trying to sell you a pair of sneakers or a phone service. Make no mistake about it, nothing could be more incorrect.
  12. 12. Everything we do, everything we are here for, is tailored and geared toward customer service skills and public relations. It literally defines who we are.
  13. 13. Customer Service Skills: When an employee or a visitor walks into the building lobby, you are usually, if not absolutely, the first person they will encounter. It is that first meeting, that first interaction that will be ingrained in their memory. Visitors do not want to feel intimidated or ignored as well. There has to be
  14. 14. It has been a slow process over the last 20 years to integrate traditional private security enforcement / public safety with customer service skills and finesse. Trying to balance firm enforcement of the rules to all while at the same time projecting a professional, friendly demeanor has been a task that the corporate security industry seems to have achieved.
  15. 15. Traditional law enforcement has undergone a similar transformation in the form of “community policing”.
  16. 16. “Keys to success”
  17. 17. “First Impressions” are not influential corporate hype, it is fact. The employee or visitor should have a feeling and comfort that you are projecting an image that you want to assist and direct them. The visitor or tenant should not have a feeling that they are bothering you when they approach you or any other security representative at any given post. Remember, First Impressions are a critical and key component of your Keys of Success.
  18. 18. There are many aspects to Customer Service Skills in the corporate office environment. They are, and not limited to, the following: • Telephone Etiquette • Presentation and Delivery • Dispute/ Problem Resolution • Access Denial • Physical Appearance
  19. 19. • Eye Contact / Verbal Departure • Maintaining good stature and composure • Speaking with style, confidence, finesse and knowledge • Patience, Patience, Patience
  20. 20. Customer Service Guidelines: Four S’s of Customer Service: Stand – This shows respect and courtesy, and discipline Smile – Put the customer at ease. Show your willingness to help
  21. 21. Customer Service Guidelines: Four S’s of Customer Service: Speak – Greet your customer- Serve – Find ways to not only serve the customer but to delight your customer
  22. 22. Tip 1 – if you look at doing all 4 items as a customer approaches, who could ever argue that they had not just received the best customer service ever? You are being inviting and receptive to your customers.
  23. 23. FIRST Impressions- Priority 1
  24. 24. FIRST Impressions- Priority 1
  25. 25. FIRST Impressions- Priority 1
  26. 26. FIRST Impressions- Repeat. 21 good experiences to make up for one bad first expression!!
  27. 27. How many good experiences would it take to make up for this?
  28. 28. What’s wrong with this picture?
  29. 29. Look closely now….
  30. 30. FIRST Impressions- Priority 1 O.k..These TSA security screeners are doing what? Well, one (far left) is leaning, distracted, and wearing a black t-shirt under his regulation uniform shirt. The other (middle) is nearly knocking over a control stanchion with his hanging arm & belly and wearing a black t-shirt as well. White t-shirts are ONLY to be worn with regulation police/security uniforms not to mention they simply do not appear to be paying attention to their surroundings~
  31. 31. FIRST Impressions- Priority 1 Lastly, the female screener is making unsightly facial gestures, has no pen, no name badge, and has her hands in her pockets. She also has no mandated visible TSA ID badge, and she is wearing no tie (long sleeves- winter uniform). Not professional at all. A bad first impression!!!
  32. 32. Excellent first impression. Very professional. Very disciplined.
  33. 33. Why would this simple activity be a good first impression?
  34. 34. Four A’s of the Customer Service Cycle 1. Acknowledge: • Listen to a customer’s situation, feelings and probe if necessary. • Apologize if appropriate to do so. Tip - You can be sympathetic to a person’s plight, even when you are still going to turn them down due to policies and procedures. This is where you should take the next step to find someone, even outside the
  35. 35. Four A’s of the Customer Service Cycle 2. Attend- Tell the customer what you will do to help. Explain to them why and when you will do it. 3. Affirm- Confirm to the customer that you (or who) will handle the situation.
  36. 36. Four A’s of the Customer Service Cycle 4. Action- Review commitments Offer future service Thank the customer
  37. 37. Customer Service- Common Sense Types of customers • Internal - Coworkers • External customers are people outside your own company including; a.Clients and their employees b. Visitors c.Vendors and contractors • Internal customers are your co- workers who depend on you to be on time, do your job properly, and help them when asked.
  38. 38. Customer Service- Common Sense The Platinum Rule • Treat others how THEY want to be treated a.Your customer service must be flexible enough to delight every customer b. Find out what your customer wants and deliver it c. Practice your listening skills as what is needed by the client may not be told to you out right.
  39. 39. Customer Service- Common Sense Tip – We have all heard of the Golden rule – Treat others as you would like to be treated. The Platinum rule takes it to the next level and ensures that we meet every customer’s needs and expectations.
  40. 40. Delighting your customers • Treat your customers as your guest • Make them feel welcome, pleasant and comfortable. • Put them at ease. Don’t just satisfy – delight • Go above and beyond. • Deliver expectations + 10% • The surest way to delight your customer is to exceed their expectations.
  41. 41. Customer Service Skills: Strive to do each job perfectly • You can not delight if you do not know how to do your job. • Learn everything you can about your job, your client and your surrounding area. Seek ways to improve your performance • Get feed back from your co workers and supervisors.
  42. 42. Customer Service Skills: Look at yourself through your customer’s eyes •Would you want to do business with you? Would you?
  43. 43. Customer Service- Common Sense Tip – the test is do you think (and ask your co-workers) do you look inviting and approachable. If you do not, you will never have the chance to prove great customer service and in that we fail without even having a chance
  44. 44. Customer Service Skills: Perfect a Customer Service Image Personal appearance • Always make sure you and your uniform look sharp, fresh and crisp. Eye Contact • Always make eye contact. It shows you are confident and interested in helping them.
  45. 45. Customer Service Skills: Smile • A smile will put your customer at ease. Posture • Stand tall and keep looking professional. Body Language • Keep an open posture. Make yourself welcoming.
  46. 46. Customer Service Skills:Never argue with a customer Not all customers will be pleasant • Customers will become upset, angry and rude. • Customers will be wrong and misinformed. The customer may not always be right, but they are always the customer • You can disagree with a customer but never argue with one. • If need be, ask a supervisor to assist with the situation so that the customer gets some resolution to
  47. 47. Customer Service Skills: You must always be patient and polite with all customers • Be tactful. • Do not let your emotions get the best of you. • Do not take things personally. You do not know the situation that person may be going through and it is NOT personal. You just happen to be the person in front of them as they get angry. That simple~
  48. 48. Customer Service Skills: Bearing (impressions): Personal actions: • No gum chewing • No eating at post • No drinks at post • No cell phones • No reading material Body Language • Stand tall. No slouching • No leaning on your arms
  49. 49. Customer Service Skills: ~Know your environment~
  50. 50. HOW CAN I HELP YOU?
  51. 51. “Tips” to use in the field: Security Officers spend a large portion of their work day interacting with a company's employees, customers and vendors. Because the security officer role requires frequent interpersonal interaction, a great set of customer service skills can improve and shape a security officer’s performance on the job in a variety of ways like defusing potentially violent situations.
  52. 52. “Greet Employees” Many security officers work in office buildings, corporate settings, or facilities with frequent employee foot traffic. In such settings, security officers are tasked with greeting employees and regular visitors as they enter and exit the facility.
  53. 53. “Greet Employees” Because the security officer may be the first person an entering employee sees in the morning, a cheerful greeting can certainly brighten the employee's day and help build professional relationships.
  54. 54. “Greet Employees” Likewise, welcoming customers and clients with a pleasant and professional greeting can project a strong company image and improve employee, customer, and visitor relationships.
  55. 55. “Know Employee Names” Knowing each employee's name can provide a number of benefits for busy security personnel. To learn and know all employee names (if possible) builds professional relationships with employees. It also makes it easier to look up employees in the business's phone and email directories and to physically locate employees when necessary.
  56. 56. “Know Employee Names” In addition, corporate security officers who know employees by name can more effectively keep terminated or disgruntled employees off of the property if necessary, as well as help deter employee theft by reminding employees of the security officer’s presence.
  57. 57. “Conversational Skills” At most corporate facilities, security personnel meet and escort employees and visitors to designated locations, or provide personal physical protection to them. In situations where the facility security officer maintains prolonged exposure to an individual or small group, the ability to engage in appropriate conversation can make for a pleasant experience and help the escorted individual or group feel at ease.
  58. 58. “Use Caution” But, there is a fine line between professional conversation and inappropriate discussions that may take
  59. 59. Staff personnel are expected to forge professional partnerships
  60. 60. “Confrontation Management” Though security officers frequently interact with company employees, vendors, and visitors, security personnel must occasionally intervene in security violations and confront potential violent perpetrators. Because these situations can be quite stressful, security officers and supervisors must skillfully maintain emotional and physical control while conducting interrogations or restraining violators who clearly are a threat to all present.
  61. 61. “Confrontation Management” By providing exemplary customer service in these situations, properly trained security officers can defuse angry violators and keep a potentially dangerous situation under control.
  62. 62. “Don’t take things personally” Do not take things personally. If you are treated rudely by an employee or customer, try not to take it to heart. People have bad days and problems that may be vented out onto you. This is a tough part of security service jobs, but you have to learn to let it go. 99% of the time it's not about you, you're just a convenient outlet for the person's frustration.
  63. 63. “Opinions, Opinions. Avoid!” Do not have an opinion, on just about any topic or current event. It can land you in big trouble if said to an easily offended employee or visitor. For example, if a customer or visitor starts bashing your political party, a sports team, or entices your thoughts on hot topics like abortion, gay marriage, war zones, etc, then DO NOT turn this into a debate.
  64. 64. “Opinions, Opinions. Avoid!” Resist from being drawn into the conversational subject matter. Avoid the temptation. Remain unpartisan in your discussion and try to divert the conversation back to the business at hand with grace and
  65. 65. Recruitment Hiring Tip: Hire the right kind of people. To put it mildly, customer service is not a job for everyone. The ideal customer service person derives great satisfaction by helping people and solving problems. This cannot be said of every job candidate. It's the Mgr. and company's responsibility to hire the right kind of people for this job because it can be a bad experience for the employee, the client, and the customer when you hire folks without a service orientation.
  66. 66. Serving your customer or client with great service is not a difficult formula to figure out. It is a simple equation…
  67. 67. “Opinions, Opinions. Avoid!” Great Customer Service + Proven Problem Resolution Skills + Going Above and Beyond just the expected= Very Happy & Long Term Clients and Customers. You see, simple math!
  68. 68. The chain reaction of bad customer service: The Customer Complaint Iceberg
  69. 69. Customer Complaints One unhappy customer. Complaint made to Management.
  70. 70. Customer Complaints 25 unhappy customers. No formal complaint made to management in any way, shape, or
  71. 71. Customer Complaints Each of the 26 unhappy customers tell an average of 10 people about their experience. (260 people in total).
  72. 72. Customer Complaints ….who in turn tell an average of five more people what they heard. (1300 in total)
  73. 73. Customer Complaints Average number of people who hear about a problem for every one formal complaint made to Management: 1,560
  74. 74. The foundation of Customer Service:
  75. 75. Not an image we want to project…
  76. 76. “Bad apples” can spoil your efforts to deliver satisfactory levels of service to your customers, clients, and visitors”.
  77. 77. People can “hear” you smile:
  78. 78. Really, they can. Honest!
  79. 79. Service Tip: Smile when answering the company and or reception telephone. Why? A caller can “hear” you smile when you answer and speak. True. It has been scientifically proven that smiling when answering the telephone reduces tension in your voice and the way you initially communicate. This reduction in verbal tension will be evident to the person calling.
  80. 80. Empower Yourself~
  81. 81. Common Sense Don’t be afraid to make stressful decisions when confronted with situations that simply weren't covered in your orientation class, your initial training, or the site standard operating procedures manual. Not every scenario you encounter while in the course of your everyday duty could conceivably be addressed by all those factors. It is imperative that you use “common sense”.
  82. 82. Public Relations??
  83. 83. For those who think that Public Relations is only for that well dressed guy upstairs who makes an occasional statement to the Media outlets, you could not be anymore wrong. Public relations in your building starts the very second an employee, visitor, or customer walks into your lobby and interacts with you, no matter how long or brief.
  84. 84. Be Real - Public Relations isn't about fooling anyone: Your building customers, visitors, and employees know the difference, they can tell when you’re trying to be something you’re not. Authenticity is one of the leading methods of building brand; both loyalty and likeability. When placed in difficult situations, don’t try to over massage the issue. Simply state the facts and mitigate the outcome through your openness and sincerity.
  85. 85. Be Real - Public Relations: . Everyday when standing or sitting at your post and visible to the public, you are engaged in public relations, not only for the client’s image, but for your representative company. Weather your wearing a shoulder patch with the company logo, or a name badge that identifies you and or the company, it is all image & perception.
  86. 86. Be Real - Public Relations: People liken there opinion of you through their eyes, what those eyes see and process will produce an impression. That impression generally produces two outcomes: Positive or negative. We strive for the positive. We are engaged in “branding”. Branding of a product, and yes that product is you.
  87. 87. Corporate Branding:
  88. 88. What is branding? Isn’t that like for famous companies selling something?
  89. 89. What is Toyota & sister brand Lexus known for?
  90. 90. EXCELLENCE. Period
  91. 91. The American Marketing Association (AMA) defines a brand as a "name, term, sign, symbol or design, or a combination of them intended to identify the goods and or services of one seller or group of sellers and to distinctly differentiate them from those of other sellers.
  92. 92. Therefore it makes sense to understand that branding is not about getting your target market to choose you over the competition, but it is about getting your prospects to see you as the only one that provides a solution to their problem.
  93. 93. To succeed in branding you must understand the needs and wants of your customers and prospects. You do this by integrating your brand strategies through your company at every point of public contact.
  94. 94. Your brand resides within the hearts and minds of customers, clients, and prospects. It is the sum total of their experiences and perceptions, some of which you can influence, and some that you cannot.
  95. 95. A strong brand is invaluable as the battle for customers intensifies day by day. It's important to spend time investing in researching, defining, and building your brand. After all your brand is the source of a promise to your consumer/ client. It's a foundational piece in your marketing communication.
  96. 96. So as you can see in our definition of “branding”, that yes you the security officer, receptionist, or customer service representative have direct influence in shaping the company brand of service. A french fry or a soft drink can’t talk to a customer and solve a problem. But you can. That is the difference.
  97. 97. Corporate branding can have many different variations & applications. Let’s say your known company colors are blue and yellow. Well then, you could have something as small as a bowl of blue and yellow M&M’s at your front desk to something like a large floor mat with those same colors. Branding!
  98. 98. What could be some good & creative examples of “branding” in the security- customer service industry?
  99. 99. Speaking of the media…
  100. 100. News Media Inquiry Protocol: If you are posted in the lobby and members of the news media approach you asking for any kind of statement or information on any given subject or incident, do the following.
  101. 101. News Media Inquiry Protocol: 1. Never, ever give any information of any sort to any member of the news media who maybe inquiring about any subject matter. All matters are confidential and handled by the internal Public Relations team.
  102. 102. News Media Inquiry Protocol: 2. Never say “No comment” either. While we want to preserve confidential information, we never want to come across as rude or uncooperative to the media. Always, always refer media inquiries to the PR Team!
  103. 103. Employees, visitors, and customers deserve a smile
  104. 104. So. Give them one. Everyday. A genuine one
  105. 105. Five Tips On Giving Superior Customer Service 1. Know How To Apologize The customer may not always be right, but the customer must always win. When something goes wrong, apologize. It's easy; customers get a sense of satisfaction; and you might get some valuable feedback to not only yourself, but your superiors. Managers LOVE positive feedback on their
  106. 106. Five Tips On Giving Superior Customer Service 2. A Customer By Any Other Name Is Not Your Customer Addressing customers by name is so easy and powerful it's a wonder (and a shame) it doesn't happen more often. Remembering perhaps hundreds of names is no mean feat, but there are plenty of tricks. The first is simply to introduce yourself; some customers will respond in kind.
  107. 107. Five Tips On Giving Superior Customer Service 3. Empower Your Employees You can't be everywhere at once, so give your employees the freedom to do whatever it takes to help customers the moment they need it. Putting that kind of trust in people takes courage. Mistakes will get made. But trust is empowering too, and your best lieutenants will
  108. 108. Five Tips On Giving Superior Customer Service 4. Follow Up A big difference between decent and great service is all about what happens after customers or visitors leave your building. If a visitor or tenant employee had a previous problem, a lock out, a broken reader, a maintenance issue they might have reported, always follow up by the end of the day.
  109. 109. Five Tips On Giving Superior Customer Service 5. Give Them a Pleasant Experience All customers want two things from you. One is to meet a need they have. The second is to not have an unpleasant experience while the need is being met. Please them on both
  110. 110. Superior customer service skills start with training. Training and knowledge
  111. 111. Customer service skills require you to equally be able to solve problems when they arise.
  112. 112. Training & Policies
  113. 113. Training & Policies Knowledge of building Policies & Procedures are “paramount” to delivering good
  114. 114. So. How would you like to be graded? So. How would you like to be graded?So. How would you like to be graded?
  115. 115. Anything short of “excellent” is simply unacceptable So. How would you like to be graded?So. How would you like to be graded?
  116. 116. We really are
  117. 117. There is no letter “I” in the word “Team”
  118. 118. Premiere customer service requires Leadership skills:
  119. 119. The 3 functions of Leadership
  120. 120. Making a difference.
  121. 121. Telephone Skills and Etiquette:
  122. 122. 09/19/15 Free template from 124 It's not so much "what you say," but "how you say it” that truly matters to the caller on the line.
  123. 123. Telephone Etiquette Tip # 2- Stay “Positive” from the “Negative”
  124. 124. 9 Crucial Telephone Skill Tips: Presenting a professional image, both in person and on the telephone, is very important in the Office skills/ security profession. Taking care of your customers & callers over the telephone and making them feel well informed and appreciated is essential. Whether you are the lobby security officer or front office receptionist, the following phone tips should always be followed.
  125. 125. Telephone Skills and Etiquette: 1. Speak clearly. A picture paints a thousand words but the caller on the other end of the phone can only hear you. They cannot see your face or body language. Therefore, taking the time to speak clearly, slowly and in a cheerful, professional voice is
  126. 126. Telephone Skills and Etiquette: 2. Use your normal tone of voice when answering a call. If you have a tendency to speak loud or shout, avoid doing so on the telephone. 3. Do not eat or drink while you are on telephone duty. Only eat or drink during your coffee break or lunch break.
  127. 127. Telephone Skills and Etiquette: 4. Do not use slang words or Poor Language. Respond clearly with “yes” or “no” when speaking. Never use swear words. 5. Address the caller properly by his or her title. (i.e. Good morning Mr. Brown, Good afternoon Ms. Sanders). NEVER address an unfamiliar caller by his or her first name.
  128. 128. Telephone Skills and Etiquette: 6. Listen to the Caller and what they have to say. The ability to listen is a problem in general but it is very important to listen to what the caller has to say. It is always a good habit to repeat the information back to the client when you are taking a message. Verify that you have heard and transcribed the message accurately.
  129. 129. Telephone Skills and Etiquette: 7. Be patient and helpful. If a caller is irate or upset, listen to what they have to say and then refer them to the appropriate resource. Never snap back or act rude to the
  130. 130. Telephone Skills and Etiquette: 8. Always ask if you can put the caller on hold. If you are responsible for answering multiple calls at once, always ask the caller politely if you may put them on hold. Remember that the caller could have already waited several minutes before getting connected to you and may not take lightly to being put on hold. Never leave the person on hold for more than a few seconds or they may become upset and hang up.
  131. 131. Telephone Skills and Etiquette: 9. Always focus on the call. Try not to get distracted by people around you. If someone tries to interrupt you while you are on a call, politely remind them that you are on a customer call and that you will be with them as soon as you are finished. This can be a challenging task sometimes as some people may construe your direction as that of offensive. Just do your
  132. 132. Can you effectively service & route multiple phone lines?
  133. 133. Telephone Etiquette Tip # 3 When overwhelmed. Ask for help!
  134. 134. True Team members always help
  135. 135. Attitude can always be sensed
  136. 136. Remember what we learned earlier in this training présentation? We can hear you what? Smile….Yes we can.
  137. 137. Genuine, friendly and sincère. Not much to ask for is it?
  138. 138. ~Customer Service~
  139. 139. ~Great Customer Service? The survey is in…YES!!
  140. 140. Ladders in the corporate worldLadders in the corporate world were meant to bewere meant to be climbedclimbed….…...
  141. 141. C/S Skills: Suggested Reading
  142. 142. C/S Skills: Suggested Reading
  143. 143. C/S Skills: Suggested Reading
  144. 144. Thank you for attending today’s presentation
  145. 145. Slide master • Your Text here • Lorem ipsum dolor sit amet, consectetuer adipiscing elit, sed diam nonummy nibh euismod tincidunt ut laoreet dolore magna aliquam erat volutpat. Ut wisi enim ad minim veniam, quis nostrud exerci tation ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo consequat. • Duis autem vel eum iriure dolor in hendrerit in vulputate velit esse molestie consequat, vel illum dolore eu feugiat nulla facilisis at vero eros et accumsan et iusto odio dignissim qui blandit praesent luptatum zzril delenit augue duis dolore te feugait nulla facilisi.
  146. 146. Print master • Your Text here • Lorem ipsum dolor sit amet, consectetuer adipiscing elit, sed diam nonummy nibh euismod tincidunt ut laoreet dolore magna aliquam erat volutpat. Ut wisi enim ad minim veniam, quis nostrud exerci tation ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo consequat. • Duis autem vel eum iriure dolor in hendrerit in vulputate velit esse molestie consequat, vel illum dolore eu feugiat nulla facilisis at vero eros et accumsan et iusto odio dignissim qui blandit praesent luptatum zzril delenit augue duis dolore te feugait nulla facilisi.