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Uploaded byJoyce Lewis-Andrews
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Customer service training general

This document provides training on enhancing customer service skills. It discusses creating a customer-centric environment by listening, giving undivided attention, appreciating individuality, and more. It defines customer service, outlines customer rights, and describes types of customers including new/existing, wavering, and defecting customers. It then focuses on becoming a solution creator for new/existing customers and managing conflict with wavering and defecting customers using tools like the 3 Rs and 10 commandments of customer service. The training emphasizes resolving issues in a respectful manner.

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Customer Service Training To enhance customer service skills to be integrated into daily work activities Presented by Joyce Lewis-Andrews
Creating a Customer-Centric Training Environment ● Listen. Ensure good 2-way communication. ● Give your undivided attention. ● Appreciate every one's individuality. ● Honor our time together. ● Be honest. It’s okay to say “I don’t know”. ● Know how to apologize.
Creating a Customer-Centric Training Environment ● Make the day rewarding for your fellow participants. Be flexible. ● Make the effort to do things right the first time. Ask for clarification or help when you need it. ● Don't assign blame or feel the need to offer excuses. ● Be an advocate for improving customer service at your company.
Definition of Customer Service
Definition of Customer Service … the art of building relationships with new or existing customers, solidifying the loyalty of wavering customers and recovering defecting customers.
Customer Rights ● Right to negotiate ● Right to have an opinion ● Right to question ● Right to make an informed decision ● Right to expect high standards and quality ● Right to feel personally rewarded ● Right to enjoy customized experiences ● Right to be delighted
Types of Customers New & Existing Customers Wavering Customers Defecting Customers
Types of Customers NEW & EXISTING CUSTOMERS Those who expect to be satisfied. They’re giving our company a chance to do business with them. They may also come to us with problems, but are really hoping that we can help them find some solutions.
Five Keys to Becoming a Solution Creator with New/Existing Customers 1. Explain who you and your company are and your dedication to helping them find a solution to their situation.
Five Keys to Becoming a Solution Creator with New/Existing Customers 1. Explain who you and your company are and your dedication to helping them find a solution to their situation. 2. Be sure you’re clear on the situation.
Five Keys to Becoming a Solution Creator with New/Existing Customers 1. Explain who you and your company are and your dedication to helping them find a solution to their situation. 2. Be sure you’re clear on the situation. 3. Learn what solution the customer is seeking.
Five Keys to Becoming a Solution Creator with New/Existing Customers 1. Explain who you and your company are and your dedication to helping them find a solution to their situation. 2. Be sure you’re clear on the situation. 3. Learn what solution the customer is seeking. 4. Describe an available or customized solution and explain how it meets with your customer’s expectations.
Five Keys to Becoming a Solution Creator with New/Existing Customers 1. Explain who you and your company are and your dedication to helping them find a solution to their situation. 2. Be sure you’re clear on the situation. 3. Learn what solution the customer is seeking. 4. Describe an available or customized solution and explain how it meets with your customer’s expectations. 5. Solicit feedback on the solution and your Solution Creator abilities.
#1 TRUE OR FALSE New and Existing Customers are more easily satisfied if their expectations are effectively managed.
TRUE If customers know exactly what to expect, they are more likely to be satisfied. Don't make empty promises or set unrealistic expectations just because you think it's what the customer wants to hear.
#2 TRUE OR FALSE New and Existing Customers who are frustrated need to be given an immediate solution.
FALSE If a customer is frustrated, it's important to ask questions and listen effectively so that the correct solution can be found to avoid additional frustration.
Types of Customers WAVERING CUSTOMERS Those that, for what ever reason, aren’t 100% satisfied with us. They have their doubts, but are willing to bring the problem to our attention and/or give us another chance.
#1 TRUE OR FALSE Most Wavering Customers who are upset will calm down if you offer them a sincere apology.
TRUE Most customers who are complaining want you to acknowledge that they've been disappointed and want you to express regret.
#2 TRUE OR FALSE When dealing with a Wavering Customer face-to-face, it's best to avoid eye contact in order to appear less aggressive and confrontational.
FALSE While this may feel more comfortable for you, the customer will interpret it negatively—either as a lack of interest, confidence or as defensiveness.
#3 TRUE OR FALSE The only time when it is appropriate to hang up on a customer is when they're being abusive or threatening.
FALSE If a customer becomes abusive or threatening, tell them that you'd like to help, but can only do so effectively when the conversational tone is calm.
#4 TRUE OR FALSE Companies earn more trust from Wavering Customers who receive resolution for problems... than from new or existing customers who haven't had any problems at all.
TRUE It's not the absence of problems that develops trust, but your reaction (not excuses) when things go wrong. Customers want to know that, no matter what, you care about them and their business.
Types of Customers DEFECTING CUSTOMERS Those who really do not want to do business with us at all. Something has gone wrong. Our systems have let them down, and so we must be willing to work extra hard to prove ourselves and repair the relationship (whenever possible).
#1 TRUE OR FALSE When you answer a call, and the customer really needs to resolve an issue with another department, it's your responsibility to make sure the customer reaches someone who can help.
TRUE Customers are relying upon you to be their “guide” within your organization. By not abandoning them, you can limit your number of Defecting Customers.
#1 TRUE OR FALSE 96% of dissatisfied customers never complain. They just stop doing business with a company.
TRUE It's more important for businesses to know about dissatisfaction so that customer complaints can be effectively addressed.
#2 TRUE OR FALSE On average, a satisfied customer tells 3 people about a good experience, while the average dissatisfied one gripes to 11 people.
TRUE The most positive, credible and affordable advertising comes from word-of-mouth of our satisfied customers.
What Customers Desire From Us ● Relability – We say what we'll do, when we'll do it--and we mean it! ● Respect – We believe customers are our greatest asset. ● Reassurance – We are willing to learn from our mistakes and continually make improvements to be their company of choice.
What Customers Desire From Us ● Relability – We say what we'll do, when we'll do it--and we mean it! ● Respect – We believe customers are our greatest asset. ● Reassurance – We are willing to learn from our mistakes and continually make improvements to be their company of choice.
CONFLICT If you understood everything I said, you’d be me. – Miles Davis Honest disagreement is often a good sign of progress - Mohandas K. Gandhi The quality of our lives depends not on whether or not we have conflicts, but on how we respond to them. – Tom Crum
Customers and Conflict ● Conflict can occur when the customer’s timeline doesn’t match with ours or when information is miscommunicated. ● Conflict can occur when there are strong, opposing opinions about how a service should be delivered or of a desired outcome. ● Conflict can occur when a customer feels disrespected, ignored, threatened, intimidated, humiliated or unappreciated.
Customers and Conflict ● Conflicts can occur in any situation that is stressful, confusing, unmanageable or uncontrollable. ● Conflicts can occur when it is perceived that barriers have been created that interfere with personal pursuits of success, rewards or resources. ● Conflicts can occur when there are grievances, accusations, or judgements directed against another person’s personality, actions, behaviors or values.
Tools to Assist When Managing Conflict with Customers ● Customer Rights ● 3 Rs – Respect, Reliability and Reassurance ● Five Keys to Being a Solution Creator ● Other “Commandments” of Customer Service ● Healthy Responses to Conflict
10 Commandments of Customer Service 1. Provide every customer with the rights they deserve. 2. Know who is the boss. Offer customers respect, reliability and reassurance at all times. 3. Give each customer your undivided attention. Use your Five Keys to Becoming a Solution Creator. 4. Customers are individuals. Learn her name and use it. 5. Be honest. Don’t make empty promises.
10 Commandments of Customer Service 6. Honor a customer’s time. Be prompt and responsive. 7. Know how to apologize. 8. Say and do things right the first time. 9. Manage conflict in positive, healthy ways. 10. Don’t assign blame or shame or flimsy excuses.
Healthy & Unhealthy Responses to Conflict ● A belief that facing ● A fear and avoidance of conflict is in everyone's situations that may spark best interests. conflict.
Healthy & Unhealthy Responses to Conflict ● A belief that facing ● A fear and avoidance of conflict is in everyone's situations that may spark best interests. conflict. ● Calm, non-defensive and ● Explosive, angry and respectful reactions. resentful feelings.
Healthy & Unhealthy Responses to Conflict ● A belief that facing ● A fear and avoidance of conflict is in everyone's situations that may spark best interests. conflict. ● Calm, non-defensive and ● Explosive, angry and respectful reactions. resentful feelings. ● The ability to seek ● Rigid, steadfast understanding and behaviors or opinions identify opportunities for and desire to “win”. compromise.
Healthy & Unhealthy Responses to Conflict ● A belief that facing ● A fear and avoidance of conflict is in everyone's situations that may spark best interests. conflict. ● Calm, non-defensive and ● Explosive, angry and respectful reactions. resentful feelings. ● The ability to seek ● Rigid, steadfast understanding and behaviors or opinions identify opportunities for and desire to “win”. compromise. ● An inability to recognize ● Taking a step back to or respond to the things see the situation from that matter to other another point of view. people.
Phone Tips for Good Customer Service 1. Start with enthusiasm. Be sure to smile. 2. Offer a warm greeting or opening. 3. Introduce yourself. 4. Don't let customers wait. Control the hold button. 5. Transfer only once. 6. Use active listening skills to understand what the customer wants.
Phone Tips for Good Customer Service 7. Avoid company jargon, acronyms or technical terminology to be sure the customer understands you. 8. Always act professionally. 9. Thank customers and make them feel important. 10. Say goodbye and have a strong closing by soliciting feedback on the summary of the call.
6 Opportunities to Foster Good Customer Service 1. Initial Contact – the customer is contacting us for a service or asking for an answer 2. Prodding – the customer is letting us know that they’re waiting for a response to their initial contact 3. Resolution – the customer receives the service or information they require
6 Opportunities to Foster Good Customer Service 4. Feedback – the customer is reporting on the service they received 5. Complaint – the customer is expressing dissatisfaction 6. Follow-up – Companies learn more about the customer’s experience and/or tracks their satisfaction level
Types of Customers New & Existing Customers Wavering Customers Defecting Customers Potential Customers
POTENTIAL CUSTOMERS Our contacts, vendors, suppliers, friends, family members, donors, or community members-- anyone in our personal or professional networks who might, in the near or distant future, have the opportunity to take advantage of the programs and services of our company to satisfy their needs and wants; and who has the potential to sustain the future of our business through their customer involvement.
Your Customer Service Tookit ● Customer Rights ● 3 Rs – Respect, Reliability and Reassurance ● Five Keys to Being a Solution Creator ● 10 “Commandments” of Customer Service ● Healthy Responses to Conflict ● Phone Tips for Good Customer Service ● Your Company Customer Service Philosophy
Your Customer Service Philosophy ● If your company has a Customer Service Philosophy, what actions are needed to make it resonate more soundly throughout the organization? ● What elements from today's workshop would you like to include in your Customer Service Philosphy? ● How will you share your Customer Service Philosophy with internal and external customers?
The best way to serve your customers is to enjoy and take pride in your work. Thank You!