St. Benedicts Customer Service


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Customer Service workshop for the staff of St. Benedict\'s Catholic Church

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  • 02/28/11
  • 02/28/11 The greatest principle for success is quality customer service. Knowing how to attract and retain customers is the single greatest skill anyone can develop. Customer loyalty is worth 10 times more than a single purchase. It takes 12 consecutive positive service experiences to overcome one negative one.
  • 02/28/11
  • St. Benedicts Customer Service

    1. 1. Are You Being Served? A Customer Service Workshop St. Benedict’s Church November 30, 1998
    2. 2. Today’s Agenda <ul><li>Learn how to incorporate customer service skills in day to day activities. </li></ul><ul><li>Why it’s important for parishioners to have a good “experience” with the staff. </li></ul>
    3. 3. Topics of Discussion <ul><li>Customer Service Exercise </li></ul><ul><li>What is customer service? </li></ul><ul><li>How does team work affect quality customer service? </li></ul><ul><li>Conclusion/Questions </li></ul>
    4. 4. Customer Service Exercise <ul><li>Write down one bad experience you had with customer service. </li></ul><ul><li>Write down one good experience you had with customer service. </li></ul>
    5. 5. Bad Customer Service <ul><li>Jot down one experience you had where you received poor customer service: </li></ul><ul><li>_____________________________ </li></ul><ul><li>_____________________________ </li></ul><ul><li>_____________________________ </li></ul><ul><li>_____________________________ </li></ul><ul><li>_____________________________ </li></ul>
    6. 6. Good Customer Service <ul><li>Jot down one experience you had with good customer service: </li></ul><ul><li>_____________________________ </li></ul><ul><li>_____________________________ </li></ul><ul><li>_____________________________ </li></ul><ul><li>_____________________________ </li></ul><ul><li>_____________________________ </li></ul><ul><li>_____________________________ </li></ul>
    7. 7. Customer Service Exercise <ul><li>List ways in which St. Benedict’s may be expressing attitudes of indifference: </li></ul><ul><li>_____________________________ </li></ul><ul><li>_____________________________ </li></ul><ul><li>_____________________________ </li></ul><ul><li>_____________________________ </li></ul><ul><li>_____________________________ </li></ul>
    8. 8. Customer Service Exercise <ul><li>Which is easier to remember, the good or bad experiences? </li></ul><ul><li>How would you change the bad experience to make it a good one? </li></ul>
    9. 9. What is Customer Service? <ul><li>Types of customers: </li></ul><ul><ul><li>Parishioners </li></ul></ul><ul><ul><li>General Public </li></ul></ul><ul><ul><li>Other Staff </li></ul></ul><ul><li>Types of Contact </li></ul><ul><ul><li>Telephone Contact </li></ul></ul><ul><ul><li>Face to Face Contact </li></ul></ul>
    10. 10. Handling Complaints by Telephone <ul><li>Prepare Yourself </li></ul><ul><ul><li>Check your body posture </li></ul></ul><ul><ul><li>Grab some paper and a pen </li></ul></ul><ul><ul><li>Commit to the “adult” behavior state </li></ul></ul><ul><li>Listen Rationally </li></ul><ul><ul><li>Hear all they have to say without interrupting </li></ul></ul><ul><ul><li>Provide oral feedback to let the caller know that you are “there” </li></ul></ul><ul><ul><li>Record the key points as they talk </li></ul></ul>
    11. 11. <ul><li>Establish Rapport </li></ul><ul><ul><li>Use the other person’s name </li></ul></ul><ul><ul><li>State your purpose, which is to solve the problem </li></ul></ul><ul><ul><li>Indicate that you are taking notes </li></ul></ul><ul><ul><li>Ask questions to gain further clarification </li></ul></ul><ul><li>Create the Solution </li></ul><ul><ul><li>Ask what the caller would like done </li></ul></ul><ul><ul><li>Speak in positives </li></ul></ul><ul><ul><li>Sell the solution </li></ul></ul>
    12. 12. <ul><li>Confirm and Close </li></ul><ul><ul><li>Review the agreements you have reached </li></ul></ul><ul><ul><li>Use terms that express mutuality </li></ul></ul><ul><ul><li>Be explicit about next steps </li></ul></ul><ul><li>Follow Through </li></ul>
    13. 13. Personal Attitudinal Quality <ul><li>Over 50% of attitudinal quality is conveyed in your voice tone. </li></ul><ul><li>The way you feel about yourself comes across clearly over the phone. </li></ul><ul><li>Your concern for the other party comes across clearly over the phone. </li></ul><ul><li>Your attitude has a tremendous effect on their attitude . </li></ul>
    14. 14. Exercise #1 <ul><li>Identify components of customer </li></ul><ul><li>service in your area of responsibility </li></ul><ul><li>that need improvement: </li></ul><ul><li>_____________________________ </li></ul><ul><li>_____________________________ </li></ul><ul><li>_____________________________ </li></ul><ul><li>_____________________________ </li></ul><ul><li>_____________________________ </li></ul>
    15. 15. Exercise #2 <ul><li>List some actions you can take or </li></ul><ul><li>influence that will cause </li></ul><ul><li>improvement: </li></ul><ul><li>_____________________________ </li></ul><ul><li>_____________________________ </li></ul><ul><li>_____________________________ </li></ul><ul><li>_____________________________ </li></ul><ul><li>_____________________________ </li></ul>
    16. 16. What do Customers Want? <ul><li>Competent courteous staff </li></ul><ul><li>Treated with respect </li></ul><ul><li>Guidance from their perspective </li></ul><ul><li>To feel good </li></ul><ul><li>To have their problems solved </li></ul><ul><li>Feel special </li></ul><ul><li>Have their expectations met </li></ul><ul><li>To do most of the talking </li></ul>
    17. 17. Good Problem Solving Skills <ul><li>Express respect (what you are telling me is important). </li></ul><ul><li>Listen to understand (tell me what happened). </li></ul><ul><li>Uncover the expectations (determine what they feel needs to be done). </li></ul><ul><li>Outline the solution or alternatives (I will do the following). </li></ul><ul><li>Take action and follow through. </li></ul><ul><li>Check back for satisfaction. </li></ul>
    18. 18. Open Questions <ul><li>These are questions that cannot be answered with a “yes” or “no” . Open questions cause the parishioner to elaborate. These type of questions begin with: why, which, how, when, what and who. Other forms of open questions aren’t questions at all, but directives that guide the parishioner into providing you with viable information. Examples: tell me more, please elaborate, that’s interesting, then what happened. </li></ul>
    19. 19. Closed Questions <ul><li>Closed questions can be answered “yes” or “no”. These type of questions are used to gain confirmation or to direct. They start with could, would, can, do, might, and, is. </li></ul><ul><li>Examples: confirming - “As I understand it, Mr. Williams,you have relatives that are non-Catholic, is this correct?” </li></ul><ul><li>Directing - “Can you make the decision by the end of the week?” </li></ul>
    20. 20. How Does Team Work Affect Quality Customer Service? <ul><li>What can you do as a team to promote quality customer service? </li></ul><ul><li>What can you do as a team member to promote quality customer service? </li></ul>
    21. 21. Characteristics of High Performing Teams <ul><li>Enthusiasm - Passion/Intensity </li></ul><ul><li>Support Each Other </li></ul><ul><li>Respect for All </li></ul><ul><li>Communication - Open </li></ul><ul><li>Feeling of Making a Contribution </li></ul><ul><li>Resolve Conflict Openly </li></ul><ul><li>Open Minded </li></ul><ul><li>High (Positive) Energy Levels </li></ul>
    22. 22. <ul><li>Can-Do Attitude </li></ul><ul><li>Quality Commitment </li></ul><ul><li>Common Goal </li></ul><ul><li>Ethics Valued </li></ul><ul><li>Give/Take Criticism Constructively </li></ul><ul><li>Challenge the Process </li></ul><ul><li>Accept Change </li></ul><ul><li>Sense of Pride </li></ul><ul><li>Optimistic </li></ul><ul><li>Good Organization </li></ul>
    23. 23. My Contributions to the Team <ul><li>To what extent am I committed to the goals of the team? If the commitment is low, why is that? </li></ul><ul><li>To what extent do I contribute to the team’s effort? What positive contributions do I make? </li></ul><ul><li>Do I get a sense of genuine acceptance by team members (including team leader) on this team? Was I accepted early on? </li></ul>
    24. 24. <ul><li>How does my acceptance by team members influence: </li></ul><ul><ul><li>My performance </li></ul></ul><ul><ul><li>My confidence </li></ul></ul><ul><ul><li>My relationships </li></ul></ul><ul><ul><li>My motivation </li></ul></ul><ul><ul><li>My attitude/morale </li></ul></ul><ul><ul><li>My communications </li></ul></ul>
    25. 25. Effective Team Members <ul><li>Help out to get the job done </li></ul><ul><li>Give positive energy to the team </li></ul><ul><li>Run with the ball - make decisions and move projects closer to completion </li></ul><ul><li>Take appropriate risks </li></ul><ul><li>Ask for help during hectic periods…and give it </li></ul>
    26. 26. <ul><li>Are trustworthy and help create a climate of trust </li></ul><ul><li>Are patient, enthusiastic, and respectful </li></ul><ul><li>Are fun to work with </li></ul><ul><li>Look for ways to add value </li></ul><ul><li>Flexible and innovative </li></ul>
    27. 27. Tips on Working Happy <ul><li>Adopt an attitude of “mature playfulness” on and off the job. </li></ul><ul><li>See how many people you can make smile or laugh each day. </li></ul><ul><li>Share your mistakes and foibles with others so that they will “lighten up”. </li></ul><ul><li>Listen intently and comment on the humor of what you and others say - people say funny things! </li></ul>
    28. 28. <ul><li>Bring cartoons to work to share and display. </li></ul><ul><li>Catch people doing something good and comment on their behavior. </li></ul><ul><li>Smile! </li></ul>
    29. 29. You Don’t Have to Say It <ul><li>You don’t have to tell how you live each day </li></ul><ul><li>You don’t have to say if you worked or you played </li></ul><ul><li>A tried true barometer serves in its place </li></ul><ul><li>You don’t have to say it, it shows on your face </li></ul><ul><li>For the blood and the skin form a thin veil of lace </li></ul><ul><li>What you wear in your heart, you wear on your face </li></ul><ul><li>If your life is unselfish, if for others you live </li></ul><ul><li>Not for what you get, but for how much you give </li></ul><ul><li>If you are kind and patient, despite your hectic pace </li></ul><ul><li>You don’t have to say it, it shows on your face. </li></ul>
    30. 30. Thank You!