Training For Customer Service And Team Building


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  • Dr. Leonard Berry, Distinguished Professor and Researcher at Texas A & M University suggests the following Framework . . .
  • Training For Customer Service And Team Building

    1. 1. Training for Customer Service and Team Building Written by : Mostafa Ewees (PhD) Stanford, GUC Oxford English Academy –Egypt
    2. 2. <ul><li>The Importance of Training for Customer Service </li></ul><ul><li>How do Customers Evaluate Service Quality? </li></ul><ul><li>Customer Service Training ideas </li></ul><ul><li>The Importance of Team Building </li></ul><ul><li>Easy Team Building Ideas </li></ul>Plan of Attack
    3. 3. Importance of Training for Customer Service <ul><li>Customer Perceptions </li></ul><ul><ul><li>To the Customer you ARE the company </li></ul></ul><ul><li>Organizations with Happy Customers are more successful </li></ul><ul><ul><li>Financial Benefits </li></ul></ul><ul><ul><li>Happy Customers come back </li></ul></ul><ul><ul><li>Happy Customers tell their friends </li></ul></ul><ul><li>Providing good Customer Service doesn’t come naturally to everyone. </li></ul>
    4. 4. How do customers evaluate service Quality? <ul><li>R </li></ul><ul><li>A </li></ul><ul><li>T </li></ul><ul><li>E </li></ul><ul><li>R </li></ul>Reliability – Deliver on Promises with dependability & accuracy Assurance - Knowledge, courtesy, ability to convey trust, competence and confidence Tangibles - Facilities appearance, comfort, look and feel of Marketing materials, etc. Empathetic - Degree of caring and individual attention the customer receives Responsive - Willingness to help promptly – without distraction
    5. 5. Reliability - The Service Promise <ul><li>Organizational commitments </li></ul><ul><ul><li>Promises made via advertising, marketing, policies, contracts, etc. </li></ul></ul><ul><li>Common Expectations </li></ul><ul><ul><li>Customer expectations are often based on assumptions and past experience </li></ul></ul><ul><li>Personal Promises </li></ul><ul><ul><li>Agent to customer promises </li></ul></ul><ul><li>Often the challenge is to reshape customer expectations. Are you training your folks how to do this? </li></ul>
    6. 6. Assurance & Tangibles <ul><li>Assurance Factor </li></ul><ul><ul><li>Product Knowledge & Company Knowledge </li></ul></ul><ul><ul><li>Listening Skills – Active listening skills </li></ul></ul><ul><ul><li>Communications Skills - includes verbal and written (in-person, phone, and email service) </li></ul></ul><ul><ul><li>Problem-Solving Skills </li></ul></ul><ul><li>Tangibles </li></ul><ul><ul><li>Take pride in your environment, yourself, your workspace and any forward-facing delivery mechanisms (online and marketing materials too!) </li></ul></ul>
    7. 7. Empathy & Responsiveness <ul><li>Empathy </li></ul><ul><ul><li>Recognize the Emotional State of the Customer; validate their feelings </li></ul></ul><ul><ul><li>Treat each person as an individual </li></ul></ul><ul><li>Responsiveness </li></ul><ul><ul><li>Respond quickly </li></ul></ul><ul><ul><li>Set Expectations – deliver on those expectations </li></ul></ul><ul><ul><li>Research shows that the most frustrating part of waiting is not knowing how long the wait will be. </li></ul></ul>
    8. 8. Training for Customer Service <ul><li>Train for Active Listening, Questioning, etc. </li></ul><ul><li>Use Case Studies to open discussions </li></ul><ul><li>Group Activities </li></ul><ul><ul><li>Role Playing, scavenger hunts. </li></ul></ul><ul><li>FISH! Philosophy </li></ul>
    9. 9. 5 Forbidden Phrases Nancy Friedman, The Telephone Doctor <ul><li>Forbidden Phrase . . . Replacement . . . </li></ul><ul><li>I don’t know . . . </li></ul><ul><ul><li>“ Good Question, let me look into that for you.“ </li></ul></ul><ul><li>We can’t . . . </li></ul><ul><ul><li>“ That’s a tough one, let’s see what we can do” (find an alternative) </li></ul></ul><ul><li>You’ll have to . . . </li></ul><ul><ul><li>” Here’s how we can help you with that.” </li></ul></ul><ul><li>Hang on a second, I’ll be right back. . . </li></ul><ul><ul><li>“ I’ll need to ask an associate to be sure, are you able to wait while I check into it?” </li></ul></ul><ul><li>No . . . </li></ul><ul><ul><li>Find a positive alternative. “We are all out of stock, but we can give you rain check or a similar product at the same price.” </li></ul></ul>
    10. 10. Active Listening <ul><li>Pay attention to Content & Intent </li></ul><ul><li>Ask great questions </li></ul><ul><ul><li>Use activities that hone questioning skills </li></ul></ul><ul><ul><ul><li>See the big book of customer service training games </li></ul></ul></ul><ul><li>Tips: </li></ul><ul><ul><li>Tune in to the other person </li></ul></ul><ul><ul><li>Limit distractions </li></ul></ul><ul><ul><li>Don’t jump to conclusions </li></ul></ul><ul><ul><li>Take notes and reflect information back </li></ul></ul><ul><ul><li>Be prepared – use a Question Map/Flowchart </li></ul></ul><ul><ul><li>Turn off your own worries </li></ul></ul>
    11. 11. Responsibility of Leadership <ul><li>The following quote from The Leadership Challenge , outlines the responsibility of leadership in Customer Service Delivery </li></ul><ul><li>Lindsay Levin took over the reigns of her family automotive business, Whites Limited, at only 29 years old. She talks about what she knows about enabling her folks to provide great customer service. </li></ul>
    12. 12. Teambuilding ideas <ul><li>Use Icebreakers & Introductions – be creative </li></ul><ul><ul><li>3 Truths & 1 lie </li></ul></ul><ul><ul><li>Helps people learn about each other in a fun way </li></ul></ul><ul><li>Doodles </li></ul><ul><ul><li>Helps open up discussions </li></ul></ul><ul><ul><li>facilitates getting to know each other </li></ul></ul><ul><li>Scavenger Hunts </li></ul><ul><li>Building activities – balloon sculptures, coffee cups towers, airplanes, etc. </li></ul>
    13. 13. Opportunities to Express <ul><li>Ingredients: </li></ul><ul><li>Canvas(es) </li></ul><ul><li>Paint </li></ul><ul><li>Brushes </li></ul><ul><li>Newspaper or </li></ul><ul><li>Paper Towels </li></ul>Imagine how connected your employees will feel with their art on the wall . . .
    14. 14. Troubleshooting Training <ul><li> </li></ul><ul><ul><li>Card Trick </li></ul></ul><ul><ul><li>Teach them to Fish </li></ul></ul><ul><li>Logic Puzzles </li></ul>
    15. 15. Resources <ul><li>Anderson, Kristin & Zemke, Ron. Delivering Knock Your Socks off Service . United States of America: AMACOM, 1998. </li></ul><ul><li>Carlaw, Peggy & Deming, Vasudha Kathleen. The big book of customer service training games . United States of America:McGraw-Hill Companies, Inc., 1999. </li></ul><ul><li>Friedman, Nancy a.k.a “The Telephone Dr.” </li></ul><ul><ul><li> </li></ul></ul><ul><li>The Berkshire Leadership Group – Steven Green presenting </li></ul><ul><ul><li>Delivering Exceptional Customer Service </li></ul></ul><ul><li>Weisler, Kirk. Teambuilding Made Easy . SupportWorld Magazine. Also available at: </li></ul>
    16. 16. Questions? Dina Fouda [email_address]