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7 Communications And Problem Solving In Customer Service


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7 Communications And Problem Solving In Customer Service

  1. 1. Costs of poor quality “are huge, but the amounts are not known with precision. In most companies, the accounting system provides only a minority of the information needed to quantify this cost of poor quality Juran (1992)
  2. 2. Communications in Customer Service Week Seven
  3. 3. Objectives <ul><li>Look at individual communications methods and potential problems </li></ul><ul><li>Analyse potential problems and problem solving </li></ul>
  4. 4. Learning Criteria <ul><li>Describe different communication types and how these are used to best effect </li></ul><ul><li>Explain the benefits of improved customer service to a given business and services operation. </li></ul>
  5. 5. Methods of Communication <ul><li>Listening : the ability to hear and understand what the speaker is saying. </li></ul><ul><li>Writing : Communicating by using the written word so that others can understand the intended message. </li></ul><ul><li>Talking : Speaking, using words and terminology that others can comprehend. </li></ul><ul><li>Reading : the ability to look at and comprehend the written word. </li></ul><ul><li>Nonverbal communication : Tone and inflection of voice, facial expressions, posture, and eye contact. Nonverbal communication can contradict the message conveyed through another method of communication. </li></ul>
  6. 6. Learning Criteria <ul><li>Summarise methods of assessing the quality of customer service provision in a business and services context </li></ul><ul><li>Explain the purpose of evaluating the performance of a customer service policy and how this can assist future staff training and development events </li></ul>
  7. 7. A good listener: <ul><li>Conveys sincerity </li></ul><ul><li>Does not interject his or her own thoughts </li></ul><ul><li>Nods head </li></ul><ul><li>Does not finish the sentence for the speaker </li></ul><ul><li>Paraphrases what was said </li></ul><ul><li>Leans toward the speaker </li></ul><ul><li>Shares positive </li></ul><ul><li>Comments </li></ul><ul><li>Shows good eye contact </li></ul>
  8. 8. To improve listening skills: <ul><li>Focus on the speaker and what he or she is saying. </li></ul><ul><li>Look at the speaker and make eye contact when possible. If you are listening on the telephone, make notes as you listen. </li></ul><ul><li>Listen with an open mind. </li></ul><ul><li>Rephrase what was said to clarify that you understood the intended message. </li></ul><ul><li>Control your body language. Do not show impatience or disapproval. </li></ul>
  9. 9. Voice Inflection: <ul><li>A variation in the pitch, timing, or loudness of the voice. </li></ul>
  10. 10. Pitch: <ul><li>The highs and lows of the voice. </li></ul>
  11. 11. Characteristics revealed by your voice and message <ul><li>Level of job satisfaction </li></ul><ul><li>Attitude </li></ul><ul><li>Gender </li></ul><ul><li>Education </li></ul><ul><li>Knowledge level </li></ul><ul><li>Speed that you work and react </li></ul><ul><li>Confidence </li></ul><ul><li>The part of the country that you are from </li></ul><ul><li>Status </li></ul><ul><li>Energy level </li></ul><ul><li>Mood </li></ul>
  12. 12. Seven Steps to Answering a Call Successfully <ul><li>Smile! </li></ul><ul><li>Answer with an enthusiastic and professional greeting. </li></ul><ul><li>Ask questions. </li></ul><ul><li>Give answers and assistance as quickly as possible. </li></ul><ul><li>Thank the caller. </li></ul><ul><li>Conclude the call in a positive manner. </li></ul><ul><li>Follow up on the call. </li></ul>
  13. 13. Words to Use <ul><li>Please </li></ul><ul><li>Yes </li></ul><ul><li>May I </li></ul><ul><li>Consider this </li></ul><ul><li>Do </li></ul><ul><li>Let’s negotiate </li></ul><ul><li>Will </li></ul><ul><li>Thank you </li></ul><ul><li>You </li></ul><ul><li>Us </li></ul><ul><li>Appreciate </li></ul><ul><li>Can </li></ul><ul><li>Use the customer’s name </li></ul><ul><li>Would you like </li></ul><ul><li>Opportunity </li></ul><ul><li>Challenge </li></ul><ul><li>Regret </li></ul>
  14. 14. Words to Avoid <ul><li>Can’t </li></ul><ul><li>Never </li></ul><ul><li>Don’t </li></ul><ul><li>You have to </li></ul><ul><li>Don’t tell me no </li></ul><ul><li>Won’t </li></ul><ul><li>Not our policy </li></ul><ul><li>Not my job </li></ul><ul><li>Profanity </li></ul><ul><li>Vulgarity </li></ul><ul><li>Love slang (honey, etc.) </li></ul><ul><li>We’ll try </li></ul><ul><li>Haven’t had time </li></ul><ul><li>I do </li></ul><ul><li>I know </li></ul><ul><li>Hang on for a second </li></ul>
  15. 15. Power Phrases <ul><li>Due to your specialized knowledge. </li></ul><ul><li>What a unique suggestion! </li></ul><ul><li>I’d like your considered opinion. </li></ul><ul><li>Please. </li></ul><ul><li>You are absolutely right! </li></ul><ul><li>If I could borrow just a moment of your time. </li></ul><ul><li>May I? </li></ul><ul><li>As you, of course, know. </li></ul><ul><li>I’d like your advice. </li></ul><ul><li>I would appreciate it if. </li></ul>
  16. 16. Eye Contact: <ul><li>Allowing our eyes to make visual contact with someone else’s eyes. </li></ul>
  17. 17. When leaving a message on voice mail: <ul><li>Speaking clearly and slowly, identify yourself, your company, the day and date, and the time. </li></ul><ul><li>State the reason for your call. </li></ul><ul><li>Suggest to the customer what the next step should be. Does he or she to call you back or wait for more information? </li></ul><ul><li>Leave your name and the phone number where you can be reached. </li></ul><ul><li>Close with a positive farewell. </li></ul>
  18. 18. Problem solving: <ul><li>An active resolution to a challenging problem. </li></ul>
  19. 19. Creativity and Problem Solving <ul><li>Creative problem solving suggests tat through an open approach to finding solutions, an appropriate and innovative result may be discovered. </li></ul><ul><li>Customers appreciate creativity. </li></ul><ul><li>By offering suggestions to customers and to management about innovative ways of solving challenges, customer service providers can share their creativity with others. </li></ul>
  20. 20. Problems as Opportunities <ul><li>Criticism provides a opportunity to obtain information. </li></ul><ul><li>A customer complaint is really a request for action. </li></ul>
  21. 21. Conflict: <ul><li>A hostile encounter that occurs as a result of opposing needs, wishes, or needs. </li></ul>
  22. 22. Suggestions when encountering conflict <ul><li>Do not bring up old problems from the past or assign blame. </li></ul><ul><li>Listen to the other viewpoints that are being presented. </li></ul><ul><li>Use tact as you respond to others. </li></ul><ul><li>Do not repress your own anger; instead, use it productively. Take advantage of the opportunity to share other related concerns in a positive manner. </li></ul><ul><li>Focus on finding the best solution to the conflict. </li></ul>
  23. 23. Problem Solving Model (figure 3.1) <ul><li>Identify the problem. </li></ul><ul><li>Understand the problem’s unique characteristics and the possible outcomes. </li></ul><ul><li>Define the requirements of a possible solution considering the company policies currently in place. </li></ul><ul><li>Identify possible solutions. </li></ul><ul><li>Select the best solution. </li></ul><ul><li>Implement the solution, informing the customer of the details and how the customer will be affected. </li></ul><ul><li>Observe and evaluate the solution’s impact. </li></ul>
  24. 24. Problem Solving Strategies <ul><li>Brainstorming: a problem solving strategy that can be used by groups of two or more. </li></ul><ul><li>Diagramming: a strategy for problem solving that provides a visual representation of the problem and the facts related to it. </li></ul>
  25. 25. Methods of Diagramming <ul><li>Pro/con sheets: a simple approach to diagramming a problem that involves recording the arguments for and against a solution. (figure 3.2) </li></ul>
  26. 26. Flowcharts <ul><li>Flowcharts: a diagramming approach to problem solving that charts each step of a process to assist in determining why a problem is occurring. (figure 3.3) </li></ul>
  27. 27. Common Barriers to Problem Solving and Decision Making <ul><li>Resistance to change. </li></ul><ul><li>Habits </li></ul><ul><li>Individual insecurity </li></ul><ul><li>Past history </li></ul><ul><li>Fear of success or failure </li></ul><ul><li>Jumping to conclusions </li></ul><ul><li>Perceptions </li></ul>
  28. 28. Follow-up: <ul><li>Checking back to determine whether or not a situation is operating according to the initial plan. </li></ul>
  29. 29. Figure 10.14 Metric and practice benchmarking
  30. 30. Traditional performance measurement structure
  31. 31. The balanced scorecard Adapted from Kaplan, R. and Norton, D. (1992) Reprinted by permission of Harvard Business Review from ‘Thebalanced scorecard – measures that drive performance’, Harvard Business Review , January–February, 71–79.
  32. 32. Balanced Scorecard
  33. 33. Towards a balanced performance measurement structure
  34. 34. Mix of measures used in service processes Adapted from Brignall et al . (1999). 5
  35. 35. Number of types of measure used Adapted from Brignall et al . (1999). 5
  36. 36. Measures for service operations managers
  37. 37. Figure 10.7 Displaying performance data Adapted from work by Carole Driver, Plymouth Business School; and Neely (1998). 1
  38. 38. Horizontally interlinked performance measurement structure
  39. 39. Key Performance Indicators <ul><li>KPI… </li></ul><ul><li>How monitored… </li></ul>
  40. 40. Types of target used to drive continuous improvement Adapted from Brignall et al . (1999). 5
  41. 41. Predominance of internally based targets in step-change improvement Adapted from Brignall et al . (1999). 5
  42. 42. Seminar <ul><li>KPI’s </li></ul><ul><li>Develop KPI in particular </li></ul>
  43. 43. Next Week <ul><li>Questionnaire Design – collect some? </li></ul><ul><li>Design a questionnaire – context restaurant / fast food </li></ul>