campus customers
Michelle Baker
phase(two)learning
Welcome!
Tell us about yourself!
• Your name
• Your role
• Something you’re hoping to
get from today’s session
Welcome!
Hi, I’m Michelle!
Learning Strategist, phase(two)learning
Manager, Learning & Development, Finish Line
Let’s conn...
Today’s Agenda
• Welcome, introductions, session overview
• Reputation Matters
• Customer Service at Ball State Today
• Wh...
matters
Why Do Customers Leave?
Let’s discuss:
Out of 100 customers, how
many leave because they…
Die?
Move away?
Influenced away ...
The Good, the Bad and the Ugly
With your table group,
discuss your own
POSITIVE customer
service examples:
When did you ha...
The Good, the Bad and the Ugly
With your table group,
discuss your own
NEGATIVE (or downright
UGLY!) customer service
exam...
The Good, the Bad and the Ugly
With your table group,
fill in the blank:
“We want Customer Service at
Ball State to have t...
Systems or People?
Let’s discuss:
Looking at our lists of desired
“reputation goals,” will these be
achieved by SYSTEMS or...
People make or
break an
organization.
Make it Real!
Time to reflect:
In your handout, write down
your key takeaway from this
section.
at Ball State
Today
What’s working well today?
Let’s discuss:
Share some examples of GOOD
customer service today at Ball
State!
What’s working well today?
Let’s discuss:
What are some areas of opportunity
that would improve customer
service at Ball S...
Make it Real!
Time to reflect:
In your handout, list the
following:
• What is working well for
you and your department?
• ...
Customer?
Who is your customer?
Let’s make a list of the
different customers
you serve…
• Your “campus customers”?
• People outside ...
Internal vs. External Customers
What’s the difference
between an internal
customer and an
external customer?
Internal vs. External Customers
Internal customer,
defined:
A customer within your
organization who uses your
products or ...
Who is your customer?
Let’s look at your
customers…
Who is “internal”, who is
“external”?
• Do you (should you?) handle
th...
Internal vs. External Customers
External customer,
defined:
A client who is directly affected
or uses the organization’s
p...
Whether it’s an
internal (campus)
or external
customer, they
deserve your
best. Every time.
Make it Real!
Time to reflect:
In your handout, list the
following:
• Who are the customers
YOU serve?
• Are they internal...
Customer
Customer Needs
With your table group,
discuss the potential
customer service needs
for the customer
“profile” you are
assi...
Ask better questions, get better information!
The 3-Step Accordion
Question Model:
1. Start with an open-ended
question to...
Asking better
questions will
yield better
information…
information you
can use to truly
serve and delight
your customers.
Make it Real!
Time to reflect:
What do you already know
about your customers’ needs?
In your handout, list what
you’ve alr...
contact
What is “inclusive” customer service?
Inclusive Customer
Service:
Regardless of the method in
which a customer contacts
yo...
Inclusive Customer Service at Ball State
How do customers
contact you?
• Face-to-face?
• Over the phone?
• By email?
• Via...
Advantages and Disadvantages
With your table group,
discuss the advantages
and disadvantages of
your assigned contact
meth...
How can we improve?
Each contact
method is vital to
providing
consistently
delightful customer
service!
How can we be more...
delight
campus
customers
Regardless of
how customers
contact you, it’s
up to you to
discover their
need, exceed
their expectations
and truly deligh...
Make it Real!
Time to reflect:
What channels do you use
regularly to interact with your
customers?
How can you use those
c...
(you deserve it)
See you in 10 minutes!
resolve
What does the Customer need?
What are the common
issues or questions
your customer has?
• What are the challenges?
• How c...
Make it Real!
Time to reflect:
What are your personal
customer service/issue
resolution challenges?
What are some potentia...
upset
What happens when you can’t fix the issue?
What are the
implications of being
unable to resolve a
customer issue?
• What a...
Communicating Negative Information
How can you
communicate
NEGATIVE information
in a POSITIVE way?
• It’s not always WHAT ...
Emotional Trigger Words
Certain words escalate anger. Avoid
them – use calming words instead.
Triggers Calmers
It’s our po...
3 Ugly Words
3 Words to Remove From
Your Vocabulary:
Can’t | Don’t | Won’t
(These words sound
negative, incompetent and un...
Let’s Try It!
With your table group,
try re-wording the
provided statements
using CAN, DO and
WILL.
Write them down…we’ll ...
Your Voice Matters!
Tone and inflection make
a difference in how a
customer responds.
Always consider your tone of voice –...
Your Voice (and Body Language) Matters!
Most communication is
non-verbal!
In communication, studies have
shown that:
7% = ...
Let’s Discuss
With your table group,
discuss examples of
dealing with an angry
customer – either an
external or a campus
c...
Dealing With a Challenging Customer
Put on your SHADES to
handle a challenging
customer situation:
Stay calm
Hear them out...
Sympathy vs. Empathy
Sympathy vs. Empathy
Sympathy vs. Empathy
Sympathy vs. Empathy
Empathy is the ability to
mutually experience the
thoughts, emotions, and direct
experience of others...
What you say to
an upset
customer won’t
have as much
impact as how
you say it.
Make it Real!
Time to reflect:
How do your customers
respond to negative
information?
Do you use the words CAN’T,
DON’T an...
Expectations
Relationships
Legendary Customer Service
Characteristics of a
Customer Service Star:
• Motivation
• Flexibility
• Energy & Enthusiasm
• ...
Meet | Exceed | Delight
With your table group,
discuss the customer
situation provided.
What would MEETING expectations lo...
Love what you do!
Motivation factors to love
what you do:
1. Respect for your immediate
supervisor
2. Feeling part of the ...
Direct Line of Sight
How do you impact the
customer experience?
Regardless of your role, it is
critical to identify and ma...
It’s not enough to
meet
expectations.
Go above and
beyond to exceed
expectations and
delight your
customer!
Make it Real!
Time to reflect:
What motivates you in your
role and with your
customers?
How do you maintain a
direct line ...
planning
Benefits of Action Planning
• Demonstrates that training is
not an end in itself.
• Links the key points of the
training p...
Your Action Plan
• Reflection activities in each
section is a starting point
• On your own, complete the
“1% Action Plan” ...
messages
Your Top 5
With your table group,
list and summarize your
top 5 takeaways from
today’s session.
Be prepared to share your ...
People make or
break an
organization.
Whether it’s an
internal (campus)
or external
customer, they
deserve your
best. Every time.
Asking better
questions will
yield better
information…
information you
can use to truly
serve and delight
your customers.
Regardless of
how customers
contact you, it’s
up to you to
discover their
need, exceed
their expectations
and truly deligh...
What you say to
an upset
customer won’t
have as much
impact as how
you say it.
It’s not enough to
meet
expectations.
Go above and
beyond to exceed
expectations and
delight your
customer!
• Today’s slides
• Customer Service Zone (customerservicezone.com)
• Myra Golden (myragolden.com)
• Phone Pro (phonepro.co...
Bsu customer service workshop   march 2014
Bsu customer service workshop   march 2014
Bsu customer service workshop   march 2014
Bsu customer service workshop   march 2014
Bsu customer service workshop   march 2014
Bsu customer service workshop   march 2014
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Bsu customer service workshop march 2014

  1. 1. campus customers Michelle Baker phase(two)learning
  2. 2. Welcome! Tell us about yourself! • Your name • Your role • Something you’re hoping to get from today’s session
  3. 3. Welcome! Hi, I’m Michelle! Learning Strategist, phase(two)learning Manager, Learning & Development, Finish Line Let’s connect! LinkedIn linkedin.com/in/mbaker826 Twitter @MichelleLBaker Blog phasetwolearning.wordpress.com Email phasetwolearning@gmail.com
  4. 4. Today’s Agenda • Welcome, introductions, session overview • Reputation Matters • Customer Service at Ball State Today • Who is Your Customer? • What are Your Customers’ Needs? • How Does Your Customer Contact You? • Can You Resolve the Issue? • Handling an Upset Customer • Exceeding Expectations, Building Relationships, Making a Difference • Action Planning • Key Messages, Final Thoughts
  5. 5. matters
  6. 6. Why Do Customers Leave? Let’s discuss: Out of 100 customers, how many leave because they… Die? Move away? Influenced away by friends? Lured away by competition? Dissatisfied with product? Receive an attitude of indifference by the service provider? Source: American Society for Quality
  7. 7. The Good, the Bad and the Ugly With your table group, discuss your own POSITIVE customer service examples: When did you have a great customer experience… • At a store? • In a Restaurant? • Over the phone? • Online?
  8. 8. The Good, the Bad and the Ugly With your table group, discuss your own NEGATIVE (or downright UGLY!) customer service examples: When did you have a poor customer experience… • At a store? • In a Restaurant? • Over the phone? • Online?
  9. 9. The Good, the Bad and the Ugly With your table group, fill in the blank: “We want Customer Service at Ball State to have the reputation of being _______________.” List as many traits, behaviors and characteristics as you can think of on your flip chart. (We’ll discuss as a large group) Regardless of your role or which department you are in!
  10. 10. Systems or People? Let’s discuss: Looking at our lists of desired “reputation goals,” will these be achieved by SYSTEMS or PEOPLE?
  11. 11. People make or break an organization.
  12. 12. Make it Real! Time to reflect: In your handout, write down your key takeaway from this section.
  13. 13. at Ball State Today
  14. 14. What’s working well today? Let’s discuss: Share some examples of GOOD customer service today at Ball State!
  15. 15. What’s working well today? Let’s discuss: What are some areas of opportunity that would improve customer service at Ball State? If your campus customers were sitting in this room, what would they say about your department’s: • Reliability? • Responsiveness? • Empathy? • Competence? • Warmth? • One-interactionresolution?
  16. 16. Make it Real! Time to reflect: In your handout, list the following: • What is working well for you and your department? • What are the areas of opportunity for you and your department?
  17. 17. Customer?
  18. 18. Who is your customer? Let’s make a list of the different customers you serve… • Your “campus customers”? • People outside the university?
  19. 19. Internal vs. External Customers What’s the difference between an internal customer and an external customer?
  20. 20. Internal vs. External Customers Internal customer, defined: A customer within your organization who uses your products or services.
  21. 21. Who is your customer? Let’s look at your customers… Who is “internal”, who is “external”? • Do you (should you?) handle these customers the same or differently? Why? • Why does this matter?
  22. 22. Internal vs. External Customers External customer, defined: A client who is directly affected or uses the organization’s products or services.
  23. 23. Whether it’s an internal (campus) or external customer, they deserve your best. Every time.
  24. 24. Make it Real! Time to reflect: In your handout, list the following: • Who are the customers YOU serve? • Are they internal or external customers?
  25. 25. Customer
  26. 26. Customer Needs With your table group, discuss the potential customer service needs for the customer “profile” you are assigned. Time limit: 5 minutes (we will debrief as a group)
  27. 27. Ask better questions, get better information! The 3-Step Accordion Question Model: 1. Start with an open-ended question to gather information 2. Follow with a closed-ended question to confirm or clarify what the customer said 3. Repeat until you have the information you need
  28. 28. Asking better questions will yield better information… information you can use to truly serve and delight your customers.
  29. 29. Make it Real! Time to reflect: What do you already know about your customers’ needs? In your handout, list what you’ve already identified about your customers’ needs. How can you better interact with a customer to learn more about his/her needs?
  30. 30. contact
  31. 31. What is “inclusive” customer service? Inclusive Customer Service: Regardless of the method in which a customer contacts you, the experience should be consistent and exceed expectations.
  32. 32. Inclusive Customer Service at Ball State How do customers contact you? • Face-to-face? • Over the phone? • By email? • Via “snail mail”? • On a website? • Through social media? • Through an app?
  33. 33. Advantages and Disadvantages With your table group, discuss the advantages and disadvantages of your assigned contact method. Time limit: 5 minutes (we will debrief as a group)
  34. 34. How can we improve? Each contact method is vital to providing consistently delightful customer service! How can we be more aware of the service we provide in each area?
  35. 35. delight campus customers
  36. 36. Regardless of how customers contact you, it’s up to you to discover their need, exceed their expectations and truly delight them!
  37. 37. Make it Real! Time to reflect: What channels do you use regularly to interact with your customers? How can you use those channels to personalize interactions and truly delight your customers?
  38. 38. (you deserve it) See you in 10 minutes!
  39. 39. resolve
  40. 40. What does the Customer need? What are the common issues or questions your customer has? • What are the challenges? • How can you overcome the challenges? • What resources do you have to provide solutions?
  41. 41. Make it Real! Time to reflect: What are your personal customer service/issue resolution challenges? What are some potential solutions to overcome these challenges?
  42. 42. upset
  43. 43. What happens when you can’t fix the issue? What are the implications of being unable to resolve a customer issue? • What are the challenges? • How can you overcome the challenges? • What resources do you have to provide solutions? • How do you escalate an issue?
  44. 44. Communicating Negative Information How can you communicate NEGATIVE information in a POSITIVE way? • It’s not always WHAT you say, but HOW you say it • Words + Tone & Inflection = Reaction How you communicate can elicit a positive or negative reaction!
  45. 45. Emotional Trigger Words Certain words escalate anger. Avoid them – use calming words instead. Triggers Calmers It’s our policy… Here’s what we can do… I apologize… I’m sorry… I don’t know… I will find out… But… And… You should have… What others have found helpful… The only thing we can do… The best option would be… No problem… You’re welcome!
  46. 46. 3 Ugly Words 3 Words to Remove From Your Vocabulary: Can’t | Don’t | Won’t (These words sound negative, incompetent and unwilling!) Replacethemwith: Can | Do | Will
  47. 47. Let’s Try It! With your table group, try re-wording the provided statements using CAN, DO and WILL. Write them down…we’ll discuss as a group!
  48. 48. Your Voice Matters! Tone and inflection make a difference in how a customer responds. Always consider your tone of voice – it is the tool that can make or break a customer interaction! Let’s try it…
  49. 49. Your Voice (and Body Language) Matters! Most communication is non-verbal! In communication, studies have shown that: 7% = words 38% = vocal elements 55% = non-verbal
  50. 50. Let’s Discuss With your table group, discuss examples of dealing with an angry customer – either an external or a campus customer. • What was the issue? • Could you resolve the issue? • If so, how? We will discuss as a group!
  51. 51. Dealing With a Challenging Customer Put on your SHADES to handle a challenging customer situation: Stay calm Hear them out…let the customer vent Avoid emotional triggers Deal with emotion first Empathize, don’t sympathize Solve the problem
  52. 52. Sympathy vs. Empathy
  53. 53. Sympathy vs. Empathy
  54. 54. Sympathy vs. Empathy
  55. 55. Sympathy vs. Empathy Empathy is the ability to mutually experience the thoughts, emotions, and direct experience of others. Sympathy is a feeling of care and understanding for the suffering of others. Both words have similar usage but differ in their emotional meaning. Sympathy = Passive Empathy = Active
  56. 56. What you say to an upset customer won’t have as much impact as how you say it.
  57. 57. Make it Real! Time to reflect: How do your customers respond to negative information? Do you use the words CAN’T, DON’T and WON’T? How is your tone? How can you be more aware of your words, tone and inflection and empathy?
  58. 58. Expectations Relationships
  59. 59. Legendary Customer Service Characteristics of a Customer Service Star: • Motivation • Flexibility • Energy & Enthusiasm • Ownership
  60. 60. Meet | Exceed | Delight With your table group, discuss the customer situation provided. What would MEETING expectations look like? What would EXCEEDING expectations look like? What would DELIGHTING the customer look like? We’ll discussas a group!
  61. 61. Love what you do! Motivation factors to love what you do: 1. Respect for your immediate supervisor 2. Feeling part of the organization 3. Comfort with the organization’s culture 4. Finding meaning in your work 5. Ability to learn & grow in your role 6. Commitment and maintaining a line of sight to your customer Source:CorporateExecutiveBoard survey
  62. 62. Direct Line of Sight How do you impact the customer experience? Regardless of your role, it is critical to identify and maintain a direct line of sight to the customer at all times.
  63. 63. It’s not enough to meet expectations. Go above and beyond to exceed expectations and delight your customer!
  64. 64. Make it Real! Time to reflect: What motivates you in your role and with your customers? How do you maintain a direct line of sight to the customer?
  65. 65. planning
  66. 66. Benefits of Action Planning • Demonstrates that training is not an end in itself. • Links the key points of the training process together and • Sets targets for achieving goals. • Develops commitment by the trainees to the tasks identified.
  67. 67. Your Action Plan • Reflection activities in each section is a starting point • On your own, complete the “1% Action Plan” in your handout • How will you achieve this? • When will you see a change?
  68. 68. messages
  69. 69. Your Top 5 With your table group, list and summarize your top 5 takeaways from today’s session. Be prepared to share your list with the group!
  70. 70. People make or break an organization.
  71. 71. Whether it’s an internal (campus) or external customer, they deserve your best. Every time.
  72. 72. Asking better questions will yield better information… information you can use to truly serve and delight your customers.
  73. 73. Regardless of how customers contact you, it’s up to you to discover their need, exceed their expectations and truly delight them!
  74. 74. What you say to an upset customer won’t have as much impact as how you say it.
  75. 75. It’s not enough to meet expectations. Go above and beyond to exceed expectations and delight your customer!
  76. 76. • Today’s slides • Customer Service Zone (customerservicezone.com) • Myra Golden (myragolden.com) • Phone Pro (phonepro.com)

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