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Ten Day Customer Service Training Program
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- 2. Effective Communication Skills EffectiveCommunication Skills
- 3. Objectives Objectives At the sessionyou will be able to: At the session you will be able to: • Identify why we Communicate Identify why we Communicate • Identify Communication skills and Communication package Identify Communication skills and Communication package • State the importance of Listening in Communication State the importance of Listening in Communication • State the importance of Questioning in Communication State the importance of Questioning in Communication
- 4. Why do weCommunicate? Why do we Communicate? • Giving (Receiving) information/ Instructions to act upon Giving (Receiving) information/ Instructions to act upon • Giving (receiving) information regarding Knowledge, Skills Giving (receiving) information regarding Knowledge, Skills and Attitudes and Attitudes • Motivating/ Persuading/ Encouraging Motivating/ Persuading/ Encouraging • Praising, reassuring or expressing interest in someone Praising, reassuring or expressing interest in someone • Sharing feelings Sharing feelings
- 5. Communication Skills Communication Skills •Starting Behavior Starting Behavior Proposing ; Building Proposing ; Building • Responding Behavior Responding Behavior Agreeing; Disagreeing; Emoting Agreeing; Disagreeing; Emoting • Progressive Behavior Progressive Behavior Information Giving;Information seeking; Information Giving;Information seeking; Summarizing;Testing Comprehension; Summarizing;Testing Comprehension; Consensus Testing Consensus Testing
- 6. Communication Package Communication Package 7% 38% 55% WordsTone of Voice Body Language
- 7. Over the Phone Overthe Phone 13 87 Words Tone of voice
- 8. It’s It’s NOT NOT WHAT WHATyou say…… you say…… BUT….. BUT….. HOW HOW you say it!!! you say it!!!
- 9. Lack of Clarityin Message Lack of Clarity in Message Inappropriate choice of means of Communication Inappropriate choice of means of Communication Sender and receiver not at same level /Jargon Sender and receiver not at same level /Jargon Differing viewpoints Differing viewpoints Pre-conceived notions Pre-conceived notions Strong Interpersonal Feelings Strong Interpersonal Feelings Assumptions (ASS - U - ME) Assumptions (ASS - U - ME) Barriers in Communication Barriers in Communication
- 10. Hidden Agenda Hidden Agenda Distortion/Distraction Distortion/ Distraction Thinking Ahead Thinking Ahead Time pressure Time pressure Boredom Boredom Anxiety Anxiety Barriers in Communication Barriers in Communication
- 11. Improving Communication Improving Communication Sender Sender ClearlyIdentify Target Clearly Identify Target Clearly Identify purpose of Communication Clearly Identify purpose of Communication Decide Structure and Content (KISS) Decide Structure and Content (KISS) Identify most appropriate means of Identify most appropriate means of Communication Communication Identify Potential Barriers Identify Potential Barriers Obtain Feedback Obtain Feedback Receiver Receiver Give full Attention Give full Attention Understand purpose of Communication and Understand purpose of Communication and establish Need to Act establish Need to Act Consciously avoid barriers to communication Consciously avoid barriers to communication Be sensitive to hidden agendas, body Be sensitive to hidden agendas, body language,etc language,etc Test own understanding of received message Test own understanding of received message
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- 13. Customer Service -Objectives At the end of the session, you would be able to: At the end of the session, you would be able to: • Define the terms Customer, Customer Service and Quality Define the terms Customer, Customer Service and Quality • Identify the importance of Good Customer Service Identify the importance of Good Customer Service • State the importance of Human factor in delivering Quality Service State the importance of Human factor in delivering Quality Service • Identify factors responsible for good service Identify factors responsible for good service • List some good practices in Customer Service List some good practices in Customer Service
- 14. Defining a Customer…. •Asdefined by Webster dictionary is “a person who buys goods or a service.”
- 15. What is CustomerService? "A customer defines good customer service as how he/she perceives that an organization has delighted him/her, by exceeding to meet his/her needs".
- 16. What do customerswant in terms of Service?
- 17. Customer Expectations •Exceed OrDelight?
- 18. The Basic Needsof the Customer on the Phone • To be recognized and remembered • To feel valued • To feel appreciated • To feel respected • To feel understood • To feel comfortable about a want or need View each caller (both internal and external) as a customer
- 19. Moments Of Truth MomentsOf Truth
- 20. Why is Customerservice important to the Business? •Repeat business •Satisfied and happy customers – means less available for your competition. •Goodwill.
- 21. What do thecustomers do if service is not satisfactory? • 96% of the people don’t complain. They just take their business elsewhere • Each unhappy customer will “corrupt” 10 others.
- 22. Why do customersquit doing business with a company? Why do customers quit doing business with a company? 1% 3% 5% 9% 14% 68% Die move away developother friendships leave for competitive reasons dissatisfiedwith product quit
- 23. Importance of CustomerService Importance of Customer Service • The reputation of any Organisation and the loyalty of it’s Customers depends on The reputation of any Organisation and the loyalty of it’s Customers depends on how well it’s employees interact with how well it’s employees interact with each each Customer Customer every every time time • The brilliance of Customer Service is the mantra to grabbing big businesses and The brilliance of Customer Service is the mantra to grabbing big businesses and retaining existing Customer relationships retaining existing Customer relationships
- 24. CORE SERVICE CORE SERVICE ADVANCEDSERVICE ADVANCED SERVICE ENHANCED SERVICE ENHANCED SERVICE The Three Rings of Value The Three Rings of Value
- 25. Defining Quality Defining Quality Qualitymeans understanding Customer expectations and requirements and Quality means understanding Customer expectations and requirements and confirming to them confirming to them
- 26. Good Quality Service GoodQuality Service Good Quality is when we not only meet but Good Quality is when we not only meet but exceed exceed Customer expectations. The Customer expectations. The Customer is happy and satisfied with our product or service Customer is happy and satisfied with our product or service
- 27. Factors of GoodQuality Service Factors of Good Quality Service • Reliability Reliability • Responsiveness Responsiveness • Meeting Customer requirements Meeting Customer requirements • Exceeding Customer expectations Exceeding Customer expectations • Focusing on the Customer Focusing on the Customer • Obtaining Customer feedback Obtaining Customer feedback
- 28. What do Businesseshave to do to deliver exceptional service? –Attitude –Building Rapport –Questioning –Listening –Empathy –Assertiveness –Problem Solving –Smile –Voice
- 29. 5 Dimensions ofCustomers Service 1. Professionalism 2. Speedy Responses 3. Accurate Information 4. Genuine Concern 5. Reliable Follow-through
- 30. 5 Dimensions (Con’t) 3.Accurate Information - use easy-to understand examples, don’t blame others, don’t use outdated material 4. Genuine Concern - use empathy, don’t judge caller’s feelings, don’t let one negative call “bleed” into another 5. Reliable Follow-up - responsibility to carry out promised action
- 31. Service from “Within” Servicefrom “Within” “ “Is it about the Right Attitude?” Is it about the Right Attitude?”
- 32. What is Customer ServiceAttitude ….? “Customer Service Attitude is the inherent ability to look at every interaction with the customer as an opportunity for customer delight and service excellence”
- 33. Attitude – Customer serviceis 60 % attitude and 40% skills. – Individual level of interest and enthusiasm is an important aspect of customer service.
- 34. Positive Attitude The Enginethat drives excellent service forward. The key ingredient in providing the 5 Dimensions of Customer Service.
- 35. 1. Creates goodwillwith caller 2. Reduces the potential for irritating the caller 3. Lessens stress for you 4. Helps you enjoy your job more 5. Creates a more productive work environment Advantages of a Positive Attitude
- 36. Projecting a PositiveAttitude • Keep organized work space • Make conscious effort to be positive • Link being positive with consequences • Choose role model who is positive • Focus on the caller’s needs instead of your own • Feelings are a choice
- 37. Expectation = RealitySatisfied Customer Expectation > Reality Unsatisfied/Upset Customer Expectation < Reality Delighted Customer
- 38. Displaying Customer ServiceAttitude Projecting Confidence Thinking Positive Using Positive Language Being Enthusiastic Conveying Speed or urgency Taking Ownership or accountability Being Courteous
- 39. "Who has confidence inhimself will gain the confidence of others." Leib Lazarow
- 40. Thinking Positive Our beliefsfuel our actions. Positive beliefs lead to positive actions and negative beliefs lead to negative actions
- 41. Using Positive Language The wayyou express yourself will affect whether your message is received positively or negatively
- 42. Enthusiasm spells thedifference between mediocrity and accomplishment
- 43. Conveying Speed orUrgency Your problem is important
- 44. Taking Ownership To thecustomer you are the Company
- 45. Smile Your smile canbe heard!!!
- 46. Be courteous “Please” “Thank You” “Iunderstand” “I’m Sorry/ I apologize” “I appreciate”
- 47. Build rapport withcustomers
- 48. What is Rapport? Relationship, especially one of mutual trust or emotional affinity
- 49. Why is itimportant to build rapport with the customer? •Converting Customer satisfaction to Customer Delight •Giving the customer a WOW experience •Maintaining Customer loyalty •Ensuring that the customer’s issue is handled effectively
- 50. How to BuildRapport? •Listen to what the customer says •Respond appropriately •Show enthusiasm •Get back on track
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- 52. “If you sayit, then it is taken with a tinge of doubt but if they say it…then it’s a fact!” Why Question???
- 53. Why question ? Tobegin or continue discussion To clarify issues and to gather pertinent information To help the customer self explore
- 54. Ask Questions Effectively •Questionscould be: –Open ended –Close ended –Clarifying –Confirming
- 55. Importance of Questioningin Communication Importance of Questioning in Communication Questions are essential to: Questions are essential to: • Evaluate whether communication has been effective Evaluate whether communication has been effective • Clarify doubts and check understanding Clarify doubts and check understanding • Grab attention and maintain interest Grab attention and maintain interest • Stimulate and guide thinking Stimulate and guide thinking
- 56. Type of questions OpenEnded Questions Close Ended Questions Probing Questions Are those that encourage the customer to speak in detail Are those that encourage the customer to say Yes/No or answer to the point Are those that encourage the customer to give Facts in detail or yes/no answers related to FFQ
- 57. Open ended questions….. Act as door openers Encourage a customer to speak freely Shows that you are interested Help in ascertaining customer requirements
- 58. Close Ended Questions….. Steerconversation in a desired direction Limit conversation when required Get agreement on action/confirmation Get basic information To take feedback
- 59. Types of Questions Typesof Questions Probing Questions Probing Questions • What’ Questions What’ Questions • Silent Probes Silent Probes • Echo Probes Echo Probes • The ‘And’/ Uh-huh Probe The ‘And’/ Uh-huh Probe • Leading Questions Leading Questions • Link Questions Link Questions
- 60. Art of EffectiveQuestioning Art of Effective Questioning Effective Questions are: Effective Questions are: • Purposeful Purposeful • Clear and Concise Clear and Concise • Limited to one idea Limited to one idea
- 61. Art of EffectiveQuestioning Art of Effective Questioning • Ask questions at a variety of levels, and use open and closed questions Ask questions at a variety of levels, and use open and closed questions • Give thinking time Give thinking time • Respond to answers e.g. With probes and prompts Respond to answers e.g. With probes and prompts • Sequence questions Sequence questions • Ask few but intelligent Questions Ask few but intelligent Questions
- 62. Art of EffectiveQuestioning Art of Effective Questioning • Knowing the subject well, and plan the various call scenarios Knowing the subject well, and plan the various call scenarios • Challenging ourselves to listen and find out what you don’t understand or already Challenging ourselves to listen and find out what you don’t understand or already know know • Continuing to ask questions until you can paraphrase and reflect accurately Continuing to ask questions until you can paraphrase and reflect accurately
- 63. Demand information Ask at the wrong time Ask in a incorrect sequence Repeat questions Ask too many questions Ask personal questions The wrong way….
- 64. Effective Listening Skills EffectiveListening Skills
- 65. HEARING: TO RECIEVEINFORMATION an auditory capability LISTENING: TO HEAR but WITH CONCENTRATION an acquired skill
- 66. Importance of Listeningin Communication Importance of Listening in Communication At the end of the session you will be able to: At the end of the session you will be able to: • Explain the importance of listening in the communication process Explain the importance of listening in the communication process • List the factors affecting the listening process List the factors affecting the listening process • Discuss the Modes of Listening Discuss the Modes of Listening • List the benefits of Active listening List the benefits of Active listening • List the techniques to improve listening skills List the techniques to improve listening skills
- 67. The Importance ofListening The Importance of Listening • Listening is the most powerful tool of Communication Listening is the most powerful tool of Communication • About three-quarters of Communication involves listening About three-quarters of Communication involves listening • Listening is not the same as hearing, it involves interpretation and understanding Listening is not the same as hearing, it involves interpretation and understanding
- 68. Factors Affecting theListening Process Factors Affecting the Listening Process
- 69. The following factorsaffect the listening process: The following factors affect the listening process: • Inattention Inattention • Prejudgment Prejudgment • Frame of reference Frame of reference • Closed mindedness Closed mindedness • Pseudo-listening Pseudo-listening • Lag time Lag time Factors Affecting the Listening Process Factors Affecting the Listening Process
- 70. Types of listeningwe tend to practice Ignoring Attentive Pretending Selective What we need to practice……. Active
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- 72. Active Listening is… •Hearing,evaluating, analyzing and responding appropriately to what is being said and what is being unsaid
- 73. When you listenyou……….. Receive Interpret Evaluate Remember Respond 5 Steps to Listening Effectively
- 74. Benefits of ActiveListening Benefits of Active Listening Following are the benefits of Active listening: Following are the benefits of Active listening: • Gathering of information Gathering of information • Resolution of conflicts Resolution of conflicts • Gaining listeners and cooperation Gaining listeners and cooperation • Building a Rapport Building a Rapport
- 75. Three Goals ofListening Three Goals of Listening • Facts Facts • Thoughts and Beliefs Thoughts and Beliefs • Feelings and Emotions Feelings and Emotions
- 76. Techniques to Improvelistening Techniques to Improve listening • Have Reasons/ Purpose For Listening Have Reasons/ Purpose For Listening • Stop Talking Stop Talking • Beware of Body Language/Tone of voice Beware of Body Language/Tone of voice • Ask Questions Ask Questions • Give Full Attention to Speaker Give Full Attention to Speaker
- 77. • Stay open,don’t make assumptions. Stay open, don’t make assumptions. • Paraphrase Paraphrase • Don’t Interrupt Don’t Interrupt • Don’t Criticize or judge the speaker Don’t Criticize or judge the speaker Techniques to Improve listening Techniques to Improve listening
- 78. Benefits of listening 1.To The Individual: • Understanding the need to become a better listener. • Learning what not listening says to those who are talking to you. • How to manage the pace of a conversation.
- 79. Benefits of listening 2.To The Company: • An environment with less emotional confusion. • An environment where fewer mistakes are made. • An environment with a greater feeling of togetherness and partnership.
- 80. Benefits of listening 3.To The Customer: • The opportunity to work with people who are prepared to listen, not react. • The opportunity to work with people who work with you, not against you.
- 81. Poor listeners are •Intolerant • Disagreeable • Insensitive
- 82. Good listeners are •Patient • Flexible • Open-minded
- 83. Great listeners are •Interactive • Involved • Focused
- 84. Listen to succeed “Listento others as you would have them listen to you” – Ben Feldman
- 86. Empathy • Ability tofully understand the customer’s unique personal situation
- 87. How can Iuse “EMPATHY”??? Yes ma’am… I understand… Yes, I understand… Grrr… NO, You DON’T UNDERSTAND!
- 88. Is it… o Conveyingknowledge or information clearly? o Transmitting information so that it is satisfactorily received or understood? YES! But…
- 89. Effective communication isa TWO way street Essentially, it is when two people understand each other without any interferences/barriers… It is when interaction between two parties takes place smoothly, minus any misunderstandings / differences getting in the way. !#$!%$!! %^$!* ????
- 90. Another word thatmight describe “identifying with” or “understanding” someone else is… We have been asked several times, “What is empathy?” And we immediately say… “Putting yourself in the Customer’s shoes!”
- 91. This statement isTRUE, but it RESTRICTS the definition of EMPATHY The term “Empathy” includes many other factors… EMPATHY IS EVERYTHING!!! Building a relationship with the Customer. Not sounding like an IVR, But a Human! Sounding “genuine” (Helpful; Putting Customer’s needs first) Corresponding with the Customer’s tone. Remaining Professional, But also Polite & Reassuring Using Courtesy words & Avoiding “Negative” Language Intonation: Sounding like you mean it! Addressing the Customer by NAME, Instead of “Sir”/“Ma’am”
- 92. Remember… Will Customers remembersomeone who was professional & fast… Or someone who was friendly, warm & sincere ? ? ? When you try to build a rapport with the Customer, they appreciate your help so much more by the end of the call… Thus, more happy, thankful Customers & more RAVES & RECOGNITION! Building a relationship with the Customer: Build a rapport with him/her (make a “connection”) Be friendly! Even if it’s a 5 min call…try & make it a worthwhile experience for the Customer! Use the Customer’s NAME often. This is a crucial factor in building a good rapport!
- 93. Uh…Now which line do Isay next? …Am I talking to a person…or a MACHINE ? ! ? Being Human… Don’t read the script in your brain every time you answer a call. It’s better to sound natural & spontaneous, than rehearsed and (zzzzzz) BORING! Don’t stick to the “Call Flow” like a do-or-die method. Remember… Doesn’t it feel awful when the Customers ask, “Are you reading from a script???” This is because our voices sound dull, flat & monotonous! Practicing Intonation brings FEELING into our voices!
- 94. Intonation We canspeak in monotone, like a machine…Or we can speak with FEELING! Using inflection, emphasis & rhythm makes you sound more expressive & sincere. Apply stress when & where needed! Especially when talking to angry Customers; Sound like someone who wants to help & puts the Customer’s needs first. Also, correspond with the Customer’s tone. I.e. If he/she is angry, mellow down. If he/she is pleasant & happy, match the same, etc. Bla-Bla-Bla-Bla-Bla-Bla- Bla-Bla-Bla-Bla-Bla ZZZZ Remember… WHAT you say is Not as important as HOW you say it!
- 95. Try the following exercises “I understandhow frustrated you are, Ms. Jones…Let’s try and get this issue resolved once and for all…What I’m going to do now is…” Read This: Now read it with EXTRA stress on underlined words: “I understand how frustrated you are, Ms. Jones…Let’s try and get this issue resolved once and for all…What I’m going to do now is…” “I really apologize for the inconvenience” “I am extremely sorry for this…” “I can understand how frustrated you must be” Shows You are trying to connect w/Customer Shows You want to Help him out Taking Ownership REMEMBER… Stress + Intonation = Sounding Sincere = EMPATHY!!!
- 96. Courtesy Words &“Negative” Language Not just Customers, but even People in general HATE to hear “NO” or other “negative” language. Examples include: No I can’t We don’t I’m not allowed to I want you to… Go to… Well… NO! I told you I CAN’T! I’m not ALLOWED to! Hmph! What a Snob! These can be avoided. Instead of Focusing on what you CAN’T do… Talk about what you CAN do! Instead of commanding, we should be guiding. Ex. “Would you…”, “Can you please…”,“Please click on…” “Well” is a rebuttal, hence should be eliminated. It is sort of synonymous with “Actually…”.
- 97. Courtesy wordsare a bonus. They make the speaker sound kind & well-mannered…However, make sure not to overdo it! Please Thank You You’re Welcome I’m sorry about that / I apologize That’s fine / That’s ok Oh, I don’t mind /That’s not a problem I’m sorry, this is taking a while Bear with me for a moment please What I’M going to do now is… Extending Courtesy & Reassuring Phrases
- 98. Win-Win Lose-Win Win-Lose Behaviors that projectthe situation…………..
- 99. Submission Assertion Aggression AttributesScared/Fearful Hurt myself, No respect for myself, Like a doormat, Can’t say ‘No’, Indecisive Confident/ Self-aware, Respecting myself & others, Decisive/Flexible Totally honest & caring Overbearing/insulting Hurting others/No respect for others Insensitive & dominating, forceful & rigid Voice Tone maybe ‘singsong’ or whining too-soft or over warm, Quiet Steady & firm, Tone is middle range and warm Sincere & clear Very firm, Tone is sarcastic and sometimes ‘cold’, Hard & sharp, Loud Speech Pattern Hesitant & filled with pauses Sometimes jerks from fast to slow Fluent, few awkward hesitancies, emphasizes key words, steady, even pace Often abrupt, ‘clipped’, Emphasizes blaming words Behaviors that project the situation…………..
- 100. Submission Assertion Aggression Body Movements Hunchingshoulders, stepping back, nervous movements, closed body language Open hand movements (inviting to speak), sits upright or relaxed (not slouching), Open body language, stands with head held up Finger pointing, Stands upright, head in the air, Arms crossed high (unapproachable) Language Long rambling statements, fillers, frequent justifications, Apologies & ‘Permission seekers’, Low Self-esteem Statements that are clear, brief & to the point. ‘I’ statements: I’d Like, Suggests rather than advice, Questions to find out the thoughts, opinions & wants of others, Constructive criticism without blame or assumptions Excess of ‘I’ statements, Threatening questions, Assumptions Behaviors that project the situation…………..
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- 102. Saying NO tocustomers •Empathize & give options while saying NO to the Customer.
- 103. Know to say“No”… Know to say “No”… Saying “no” to a Customer is not necessarily bad as long as you try to fulfill as many Saying “no” to a Customer is not necessarily bad as long as you try to fulfill as many of their needs as possible of their needs as possible
- 104. When do youhave to say a service “no”? When do you have to say a service “no”? • Federal Regulations Federal Regulations • DPA DPA • Company policies and procedures Company policies and procedures • Out of stock / Not available Out of stock / Not available • Just not possible / Out of support Just not possible / Out of support Know to say “No”… Know to say “No”…
- 105. The Service “No” TheService “No” • Empathy Empathy • Nice ‘No’ Nice ‘No’ • Options Options • Alternatives Alternatives • Decisions Decisions • Control Control Know to say “No”… Know to say “No”…
- 106. Positive Close Positive Close •Using the Four Aces – Using the Four Aces – Acknowledge, Appreciate, Affirm and Assure Acknowledge, Appreciate, Affirm and Assure – in your closing, helps you exit at Human – in your closing, helps you exit at Human Level Level Thank you for your Thank you for your patience…. patience…. I hope I’ve been able to I hope I’ve been able to Assist you toady Assist you toady
- 107. “ “Own” the ActionPlan Own” the Action Plan • Make sure that the Customer feels that you are taking the right decision while Make sure that the Customer feels that you are taking the right decision while resolving their complaint resolving their complaint • Resolve Customer’s complaint speedily Resolve Customer’s complaint speedily • Follow up with the Customer Follow up with the Customer • Thank the Customer for voicing their concerns Thank the Customer for voicing their concerns
- 108. Problem Solving Resolve problemseffectively & efficiently.
- 109. •Every complaint isan opportunity
- 110. CUSTOMER SERVICE ISMORE THAN AN ART ………..IT IS A MATTER OF THE HEART ! YOU NEED TO FEEL FOR THE CUSTOMER AND GENUINELY CARE ENOUGH TO HELP…………………..
- 111. Commandments of GoodCustomer Service Commandments of Good Customer Service • Employees are your Employees are your best best customers customers • Make your Make your customers’ needs customers’ needs your number one priority your number one priority • Remember it's the small things you do that make a big difference Remember it's the small things you do that make a big difference • Don't allow one of your customers to be in the 68% of customers who leave Don't allow one of your customers to be in the 68% of customers who leave because they feel they are taken for granted because they feel they are taken for granted
- 112. • Every customerhas another choice Every customer has another choice • It's not what you say to a customer but how you make them It's not what you say to a customer but how you make them feel feel that creates a that creates a lasting relationship lasting relationship • When you help When you help others others succeed, you succeed succeed, you succeed • The customer may not always be right but he is the The customer may not always be right but he is the boss boss • Make every "moment of truth" a Make every "moment of truth" a positive positive one and create "Raving Fans" one and create "Raving Fans" Commandments of Good Customer Service Commandments of Good Customer Service
- 113. Values of aGood Customer Service Representative Values of a Good Customer Service Representative Accountable Accountable & & Responsible Responsible Knowledgeable Knowledgeable & & Informative Informative Efficient Efficient & & Responsive Responsive Professional Professional & & Accessible Accessible Courteous Courteous & & Helpful Helpful Equitable Equitable & & Consistent Consistent Customer Customer Service Service
- 114. • Greet theCustomer Greet the Customer • Make the Customer feel valued and important Make the Customer feel valued and important • Put in a personal touch Put in a personal touch • Empathize with the Customer Empathize with the Customer Guidelines for Good Customer Service Guidelines for Good Customer Service
- 115. • Go thatextra mile to satisfy the Customer Go that extra mile to satisfy the Customer • Speak your Customer’s language Speak your Customer’s language • Listen Actively Listen Actively • Get an understanding of your Customer’s expectations Get an understanding of your Customer’s expectations • Be honest and forthright Be honest and forthright Guidelines for Good Customer Service Guidelines for Good Customer Service
- 116. The Four Acesof Customer Service The Four Aces of Customer Service
- 117. Acknowledge Acknowledge • Acknowledge theirpresence Acknowledge their presence • Respond to something the customer Respond to something the customer says says
- 118. Appreciate Appreciate • Appreciate somethingthe customer Appreciate something the customer says says • Appreciate something the customer does Appreciate something the customer does Thank you for being Thank you for being our valued customer our valued customer
- 119. Affirm Affirm • Affirm atHuman Level Affirm at Human Level • Affirm at Business Level Affirm at Business Level
- 120. Assure Assure • Assure bytaking Assure by taking Responsibility Responsibility
- 121. Key Learning Key Learning ChooseYour Attitude Choose Your Attitude
- 122. Make Their Day MakeTheir Day Key Learning Key Learning
- 123. Be Present -Be There Be Present - Be There Key Learning Key Learning
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- 127. Objectives Objectives At the endof the session, you will be able to: At the end of the session, you will be able to: • State the need for identifying different types of Customers State the need for identifying different types of Customers • Understand the personal aspects in Customer interaction Understand the personal aspects in Customer interaction • Describe the techniques for handling Customer interaction Describe the techniques for handling Customer interaction • List the tips for handling different types of Customers List the tips for handling different types of Customers
- 128. Reasons Why sometransactions Fail or Extend Reasons Why some transactions Fail or Extend • Failure to Understand the needs of the Customer Failure to Understand the needs of the Customer • Failure to Understand the mood of the Customer Failure to Understand the mood of the Customer • Failure to Understand the Customer’s personality Failure to Understand the Customer’s personality
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- 130. Customer Personality Types CustomerPersonality Types (Unproductive Side) (Unproductive Side) The Unproductive side of different Personality types: The Unproductive side of different Personality types: • The Reasoning type (Analytical) The Reasoning type (Analytical) • The Nurturing type (Submissive) The Nurturing type (Submissive) • The Defiant type (Aggressive) The Defiant type (Aggressive) • The Spontaneous type (Talkative) The Spontaneous type (Talkative)
- 131. The Reasoning type(Analytical) The Reasoning type (Analytical) • Wants numbers and statistics Wants numbers and statistics • Detail oriented, will ask a lot of questions Detail oriented, will ask a lot of questions • No emotions No emotions • Introverted Introverted • Speaks formally and avoids small talk Speaks formally and avoids small talk • Cautious and uncommunicative Cautious and uncommunicative
- 132. The Nurturing type(Submissive) The Nurturing type (Submissive) • Amiable, wants to avoid conflicts Amiable, wants to avoid conflicts • Unclear about what is required Unclear about what is required • Non-risk-taker Non-risk-taker • Introvert Introvert • Soft-spoken Soft-spoken • Supportive and cooperative Supportive and cooperative
- 133. The Defiant type(Aggressive) The Defiant type (Aggressive) • Driver, wants to be in control Driver, wants to be in control • Very decisive and knows what he wants Very decisive and knows what he wants • Risk-taker Risk-taker • Extroverted Extroverted • Speaks loudly, appears to be rude sometimes Speaks loudly, appears to be rude sometimes • Authoritative Authoritative
- 134. The Spontaneous type(Talkative) The Spontaneous type (Talkative) • Expressive, wants to be the center of attraction Expressive, wants to be the center of attraction • Decisive Decisive • Displays lots of emotions Displays lots of emotions • Risk taker Risk taker • Extrovert Extrovert • Talkative, enthusiastic, fun loving and optimistic Talkative, enthusiastic, fun loving and optimistic • Gregarious Gregarious
- 135. Handling the Analyticaltype Handling the Analytical type • Adopt a businesslike approach Adopt a businesslike approach • Do not show overexcitement Do not show overexcitement • Make a complete presentation Make a complete presentation • Be patient Be patient • Focus on security instead of prestige Focus on security instead of prestige • Do not make mistakes in the presentation Do not make mistakes in the presentation
- 136. Handling the Submissivetype Handling the Submissive type • Adopt a friendly approach Adopt a friendly approach • Do not be aggressive or assertive Do not be aggressive or assertive • Give reasons for buying a product Give reasons for buying a product • Take time and show them the features Take time and show them the features • Give lots of reassurance Give lots of reassurance • Ask questions Ask questions
- 137. Handling the Aggressivetype Handling the Aggressive type • Do not engage in small talk Do not engage in small talk • Adopt a businesslike approach Adopt a businesslike approach • Be courteous Be courteous • Praise them Praise them • Use closed ended questions Use closed ended questions • Be assertive to the extent of avoiding confrontation Be assertive to the extent of avoiding confrontation • Be friendly but specific and direct Be friendly but specific and direct • Do not argue Do not argue
- 138. Handling the Talkativetype Handling the Talkative type • Have a friendly approach Have a friendly approach • Share the testimonials of and the feedback from satisfied Customers Share the testimonials of and the feedback from satisfied Customers • Highlight the prestige value of the product Highlight the prestige value of the product • Praise the Customer Praise the Customer • Keep your responses to unrelated topics to the minimum Keep your responses to unrelated topics to the minimum • Get them to like you and the product Get them to like you and the product
- 139. Call Control Call Control •What do we mean by “Call What do we mean by “Call Control”? Control”? • What happens when you loose What happens when you loose Call Control? Call Control?
- 140. Call Control Call Control •An Angry and Abusive Customer An Angry and Abusive Customer • A Nagging or Complaining Customer A Nagging or Complaining Customer • A Flirtatious Customer A Flirtatious Customer
- 141. Angry and AbusiveCustomer Angry and Abusive Customer • Is Sarcastic Is Sarcastic • Is abusive and rude Is abusive and rude • Does not listen to anything Does not listen to anything • Repeats himself/herself many times Repeats himself/herself many times • Is unable to represent facts properly Is unable to represent facts properly • Raises his/her voice Raises his/her voice
- 142. Angry and AbusiveCustomer Angry and Abusive Customer Handling an Angry and Abusive Customer: Handling an Angry and Abusive Customer: • Let them speak out their mind Let them speak out their mind • Do not get offended Do not get offended • Empathize Empathize • Ask Questions Ask Questions • Take ownership for solving the problem Take ownership for solving the problem • Gently Set limits with Abusive Customers Gently Set limits with Abusive Customers
- 143. ASAP ASAP • A: Apologize A:Apologize • S: Empathize S: Empathize • A: Accept responsibility A: Accept responsibility • P: Prepare to Act P: Prepare to Act
- 144. A Nagging orComplaining Customer A Nagging or Complaining Customer • Uses repetitive words Uses repetitive words • Always tries to compare the product with that of the Always tries to compare the product with that of the competition competition • Is pessimistic about everything Is pessimistic about everything • Does not see your point of view Does not see your point of view
- 145. Handling a naggingCustomer: Handling a nagging Customer: • Be positive and confident Be positive and confident • Assure firmly but politely Assure firmly but politely • Be patient Be patient • Have details about the competition Have details about the competition A Nagging or Complaining Customer A Nagging or Complaining Customer
- 146. A Flirtatious Customer AFlirtatious Customer • Is over friendly Is over friendly • Sweet talkers Sweet talkers • Very spontaneous Very spontaneous • Tend to deviate from the main topic Tend to deviate from the main topic • Have a good sense of humor Have a good sense of humor
- 147. • Be Confidentand Assertive Be Confident and Assertive • Stay focused on resolving the issue Stay focused on resolving the issue • Be Be polite polite yet yet firm firm • Gently set limits with overly flirtatious Customers Gently set limits with overly flirtatious Customers A Flirtatious Customer A Flirtatious Customer
- 148. Objectives: Objectives: • List thereasons for Customer complaints List the reasons for Customer complaints • Describe the benefits and importance of handling Customer complaints Describe the benefits and importance of handling Customer complaints • Describe the strategies in handling Customer complaints Describe the strategies in handling Customer complaints Handling Customer Complaints Handling Customer Complaints
- 149. Why does aCustomer complain? Why does a Customer complain? A Customer complains when: A Customer complains when: • A product or service does not meet expectations A product or service does not meet expectations • There is a delay in the services There is a delay in the services
- 150. Benefits of CustomerComplaints Benefits of Customer Complaints • Feedback on the product Feedback on the product • Improves organization procedures Improves organization procedures • Improves organization performance Improves organization performance • Improves business Improves business • More skillful handling of Customers More skillful handling of Customers
- 151. The strategies forhandling Customer complaints will be covered in the The strategies for handling Customer complaints will be covered in the following steps: following steps: • When a Customer approaches When a Customer approaches • When a Customer describes his/her issue When a Customer describes his/her issue • When the Customer wants to be understood When the Customer wants to be understood • When the Customer wants an apology When the Customer wants an apology • When the Customer wants the issue to be resolved When the Customer wants the issue to be resolved Handling Customer Complaints Handling Customer Complaints
- 152. Strategies for handlingCustomer complaints when a Strategies for handling Customer complaints when a Customer approaches: Customer approaches: • Identify yourself and offer to help Identify yourself and offer to help • Understand the emotions of the Customer Understand the emotions of the Customer • Keep calm and do not react Keep calm and do not react • Understand that the Customer’s anger is not directed at you but at the situation Understand that the Customer’s anger is not directed at you but at the situation • Take a deep breath Take a deep breath Handling Customer Complaints Handling Customer Complaints
- 153. Strategies for handlingCustomer complaints when the Strategies for handling Customer complaints when the Customer describes his/her issue: Customer describes his/her issue: • Let the Customer calm down Let the Customer calm down • Listen respectfully and identify emotions Listen respectfully and identify emotions • Try to understand the content and the personal aspect Try to understand the content and the personal aspect • Take the complaint seriously Take the complaint seriously • Maintain eye contact/verbal nods Maintain eye contact/verbal nods • Do not interrupt Do not interrupt Handling Customer Complaints Handling Customer Complaints
- 154. Strategies for handlingCustomer complaints when the Strategies for handling Customer complaints when the Customer wants you to Customer wants you to understand him/her: understand him/her: • Empathize with the Customer Empathize with the Customer • Use body language effectively Use body language effectively • Maintain eye contact/verbal nods Maintain eye contact/verbal nods Handling Customer Complaints Handling Customer Complaints
- 155. Strategies for handlingCustomer complaints when the Strategies for handling Customer complaints when the Customer wants an apology: Customer wants an apology: • Do not get offensive Do not get offensive • Apologize, remember the Customer is the Apologize, remember the Customer is the BOSS BOSS • Do not give excuses Do not give excuses Handling Customer Complaints Handling Customer Complaints
- 156. Strategies for handlingCustomer complaints when the Strategies for handling Customer complaints when the Customer wants the issue to Customer wants the issue to be resolved: be resolved: • Take the responsibility for getting the issue resolved Take the responsibility for getting the issue resolved • Resolve the issue Resolve the issue • Follow up Follow up Handling Customer Complaints Handling Customer Complaints
- 157.
- 158. Why is TelephoneEtiquette Why is Telephone Etiquette Important? Important?
- 159. Satisfying customers overthe telephone is often more challenging than serving face-to-face.
- 160. Face to FaceVs. On the Phone Face to Face Vs. On the Phone • Making a call is like making a visit Making a call is like making a visit • Taking a call is like receiving a visitor Taking a call is like receiving a visitor • Putting a caller on hold is like asking a visitor to wait at the door Putting a caller on hold is like asking a visitor to wait at the door • Transferring a call is like introducing two people Transferring a call is like introducing two people • Leaving a message is like making a call or a visit Leaving a message is like making a call or a visit • Taking a message is like receiving someone else’s visitor Taking a message is like receiving someone else’s visitor
- 161. Handling Telephonic CustomerInteractions Handling Telephonic Customer Interactions • Smile as you pick the receiver Smile as you pick the receiver • Begin the transaction with a Greeting Begin the transaction with a Greeting • Identify yourself, your department and your organisation Identify yourself, your department and your organisation • Ask for the Customer’s name Ask for the Customer’s name • When talking to the Customer, give your undivided attention When talking to the Customer, give your undivided attention
- 162. • Try toparaphrase the Customer’s requirement Try to paraphrase the Customer’s requirement • Provide all the information required Provide all the information required • Do not make excuses Do not make excuses • Close the call with a proper greeting Close the call with a proper greeting Handling Telephonic Customer Interactions Handling Telephonic Customer Interactions
- 163. How to Transfera Call? How to Transfer a Call? • Inform the customer that you would need to transfer the call and also give a Inform the customer that you would need to transfer the call and also give a reason why reason why • Inform and update the other department about customer information Inform and update the other department about customer information • Update the notes so that next agent knows which department customer was Update the notes so that next agent knows which department customer was transferred to transferred to
- 164. How to placethe Customer on Hold? How to place the Customer on Hold? • Ask for customer’s permission Ask for customer’s permission • Always give a reason for putting the customer on hold Always give a reason for putting the customer on hold • Mention the duration or the hold time Mention the duration or the hold time • Do not put the customer on hold more than twice on a call Do not put the customer on hold more than twice on a call • If you feel you will take more than 30 seconds then check back with the customer If you feel you will take more than 30 seconds then check back with the customer
- 165. Mute Mute The Mute buttonshould only be used when : The Mute button should only be used when : • You need to take a few seconds off the call, i.e., Cough, sneeze etc. You need to take a few seconds off the call, i.e., Cough, sneeze etc. • Never use it as a substitute for the hold button Never use it as a substitute for the hold button
- 166. • Call Opening CallOpening • Call Content Call Content • Call Close Call Close Call Structure Call Structure
- 167. Call Structure Call Structure Thereare two types of Call Scenarios: There are two types of Call Scenarios: • Inbound Inbound • Outbound Outbound
- 168. Call Opening -Inbound Call Opening - Inbound • Greeting Greeting • Company ID Company ID • Self ID Self ID • Customer ID (Ref no./Name/Address) Customer ID (Ref no./Name/Address) • DPA Questions DPA Questions • Offer Assistance Offer Assistance (these may be interchanged depending on the process) (these may be interchanged depending on the process)
- 169. Call Content -Inbound Call Content - Inbound • Query/Issue download (from the customer) Query/Issue download (from the customer) • Offer Resolution Offer Resolution
- 170. Call Close Call Close •Summarize Summarize • Offer further Assistance Offer further Assistance • Thank the Customer Thank the Customer • Call Exit Call Exit
- 171. • Answer Promptly AnswerPromptly • Speak with Natural voice Speak with Natural voice • Personalize each call Personalize each call • Be Positive Be Positive • Keep People on hold briefly Keep People on hold briefly Ways to Improve your Telephone Techniques Ways to Improve your Telephone Techniques
- 172. • Transfer callscorrectly Transfer calls correctly • Take Complete Messages Take Complete Messages • Returns Calls Promptly Returns Calls Promptly • Recap and Confirm Information Recap and Confirm Information • Show your Appreciation Show your Appreciation Ways to Improve your Telephone Techniques Ways to Improve your Telephone Techniques
- 173. “ “Smile and Learn” Smileand Learn”
- 174. “ “Smile and Learn” Smileand Learn”
- 175. “ “Smile and Learn” Smileand Learn”
- 176. “ “Smile and Learn” Smileand Learn”
- 177. That’s All Folks………. That’sAll Folks………. Have a Happy time Serving Customers!!! Have a Happy time Serving Customers!!!
Editor's Notes
- #16 Customers want to be To be understood To be informed Timely service Courteous service Respect Empathy Friendliness Consistency Professional handling Help & assistance
- #78 Understanding how important it is to listen …when u give a listening Ear indirectly u r giving respect to the person and also giving him/her a chance to put his/her point across before u make a decision 1 WHY SHOULD WE BE BETTER LISTENER – THE ACCENT DIFFERENCE ---IF YOU LISTEN CAREFULLY U CAN UNDERSTAND WHAT THE CALLER IS TELLING YOU 2 EG: U GO TO YOUR TL TO SPEAK ABOUT SOMETHING AND HE/SHE IS BUSY DOING TYPING ON THE COMP AND ASK YOU TO SPEAK AND AFTER SOME TIME TURN AND SAY “I’M SORRY BUT I DID NOT PAY ATTENTION …WHAT WAS IT AGAIN?? WOULD YOU FEEL THE PERSON DIDN’T CARE FOR WHAT YOU HAD TO SAY? WHATKIND OF AN IMPRESSION OF THAT PERSON WOULD YOU CARRY BACK WITH YOU? WOULD YOU FEEL LIKE APPROACHING THE SAME PERSON AGAIN FOR ANY FUTURE PROBLEMS NOW THINK HOW THE CALLER FEELS OR THINKS OFUS WHEN WE FAIL TO LISTEN TO THE CALLER ALSO LISTENING HELPS US TO PACE OUR CONVERSATION BECAUSE THEN WE DON’T CUT THE CALLER EG: GUNJAN and maid incident
- #79 There will be no confusion if u have listened correctly and followed the instructions given to you LESS EMOTIONAL CONFUSION HELPS US TO WORK IN PROPER HARMONY – EG: LAST FEEDBACK MY TL TOLD ME TO DO THIS SO I’M DOING IT BUT NOW HE IS AGAIN MARKING ME DOWN ON QA PROPER LISTENING HELPS TO MAKE LESS MISTAKES BECAUSE WE HAVE HEARD ALL INSTRUCTIONS CORRECTLY Careful listening will avoid mistakes ,,,,,will increase accuracy which is one of our SLA And it does not matter if the other person does not agree with every thing you say but at lest when u leave the room from a meeting or a briefing u will be a sure that the person listened to you
- #80 EG: AGENT REACTED WHEN HE GOT A HYPANATED LAST NAME
- #81 They seem to rush the conversation. They wait impatiently to speak, cut others off and focus only on themselves and what they consider important. (THEY CANNOT TOLERATE ANY OTHER PERSON SPEAKING AND ALWAYS WANT TO GET THEIR POINT ACROSS WITHOUT WANTING TO LISTEN TO SOME ONE ELSE) (POOR LISTENERS WILL ALWAYS DISAGREE TO FEEDBACK GIVEN TO THEY WANT TO LISTEN ONLY TO THINGS THE WANT to LISTEN) INSENSITIVE TO CALLERS NEED: EG: AGENT ASKED THE CALLER FOR MI AND THE CALLER STARTED GIVING THE SSN …THE AGENT DID NOT WAIT FOR THE CALLER TO FINISH AND INTURUPTED IN BETWEEN
- #82 Good listeners are patient and open-minded. PATIENT – THEY WILL 1ST LISTEN TO THE WHOLE STORY PATIENTLY AND THEN GIVE THE CALLER THE SOLUTION TO THE PROBLEM Flexible – change the pace of the call as per callers need – EG : slow speaking customer Open minded- they listen not only to positive but also negative feedback
- #83 Great listening requires concentration, effort and active participation and it expends energy.
- #84 Ben Feldman was the first insurance salesman to surpass $2,5 million in one year – in fact, he proceeded to double that. He did this in East Liverpool, a small town of 20 000 people on the Ohio River. When asked his secret, he said: Work hard Think big Listen very well Apply the golden rule of listening and try this: Listen more that you talk.