2. 




The Importance of Training for Customer Service
How do Customers Evaluate Service Quality?
Customer Service Training ideas
The Importance of Team Building
Easy Team Building Ideas

3. 
Customer Perceptions


To the Customer you ARE the company
Organizations with Happy Customers are
more successful
Financial Benefits
 Happy Customers come back
 Happy Customers tell their friends


Providing good Customer Service doesn’t come
naturally to everyone.

4. R
Reliability – Deliver on Promises with dependability &
A
Assurance - Knowledge, courtesy, ability to convey trust,
T
Tangibles - Facilities appearance, comfort, look and feel of
E
Empathetic - Degree of caring and individual attention the
R
Responsive - Willingness to help promptly – without
accuracy
competence and confidence
Marketing materials, etc.
customer receives
distraction

5. 
Organizational commitments


Common Expectations


Promises made via advertising, marketing, policies,
contracts, etc.
Customer expectations are often based on assumptions
and past experience
Personal Promises

Agent to customer promises
Often the challenge is to reshape customer expectations. Are you
training your folks how to do this?

6. 
Assurance Factor
Product Knowledge & Company Knowledge
 Listening Skills – Active listening skills
 Communications Skills - includes verbal and written
(in-person, phone, and email service)
 Problem-Solving Skills


Tangibles

Take pride in your environment, yourself, your
workspace and any forward-facing delivery
mechanisms (online and marketing materials too!)

7. 
Empathy
Recognize the Emotional State of the Customer;
validate their feelings
 Treat each person as an individual


Responsiveness
Respond quickly
 Set Expectations – deliver on those expectations

Research shows that the most frustrating part of
waiting is not knowing how long the wait will be.

8. 

Train for Active Listening, Questioning, etc.
Use Case Studies to open discussions


Group Activities


Soap Story, Johnny the Bagger
Role Playing, scavenger hunts.
FISH! Philosophy www.thefishphilosophy.com

9. Practice for Listening and Communications Skills.
Some Problem Solving involved.
Pair up trainees. One person faces the screen (director), the other has
their back to the screen (solver). The director has to sit on their hands
and is tasked with directing the other to complete the puzzle. They must
communicate clearly. The solver must listen to directions and can only
move the pieces as directed.

11. This is some correspondence which actually occurred
between a London hotel's staff and one of its guests.
The London hotel involved submitted this to the
Sunday Times. No name was mentioned.
Read the story then use these questions to facilitate a
discussion.
What went wrong?
 How could the situation have been avoided?
 How could it have been curtailed before it escalated?


12. Forbidden Phrase . . . Replacement . . .

I don’t know . . .


We can’t . . .


”Here’s how we can help you with that.”
Hang on a second, I’ll be right back. . .


“That’s a tough one, let’s see what we can do” (find an alternative)
You’ll have to . . .


“Good Question, let me look into that for you.“
“I’ll need to ask an associate to be sure, are you able to wait while I
check into it?”
No . . .
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.”

13. 

Pay attention to Content & Intent
Ask great questions

Use activities that hone questioning skills
 See the big book of customer service training games

Tips:
Tune in to the other person
 Limit distractions
 Don’t jump to conclusions
 Take notes and reflect information back
 Be prepared – use a Question Map/Flowchart
 Turn off your own worries


14. 
The following quote from The Leadership
Challenge, outlines the responsibility of
leadership in Customer Service Delivery

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.

15. http://www.stservicemovie.com/ by Barbara Glanz and Ken Blanchard.
Barbara was hired by a supermarket chain to deliver
Customer Service training to build customer loyalty. During
her presentation she said: “Every one of you can make a
difference and create memories for your customers that will
motivate them to come back. How?”
“Think about something you can do for your customer to
make them feel special – a memory that will make them
come back.
A month later she received a call from a 19-year-old bagger
named Johnny. He proudly told her he was an Down
Syndrome individual and told her his story.

16. “I liked what you talked about”, he said, “but at first I
didn’t think I could do anything special for our
customers.” “After all, I am just a Bagger.”
“Every day after work, I’d come home and find a
thought for the day. If I can’t find a saying I like”, he
added, “I just make one up!”
His Dad helped him print them out on the computer.
Johnny would cut them out and sign them on the
back and bring them to work the next day.
When he finished bagging a customer’s groceries, he
would put a thought for the day in the bag and say
“Thanks for Shopping with us!”

17. The Manager was on rounds about a month later
and noticed a long line at Johnny’s line.
He called for more cashiers but no one would
move.
They all wanted to be in Johnny’s line to get his
“Thought for the day”.
Great service comes from the heart.

18. 


Helps build strong working relationships
Enhances teamwork and communications
can make work fun and enjoyable

has a positive impact on attendance and retention
People who have friends at work are more productive
and loyal

19. 
Use Icebreakers & Introductions – be creative
3 Truths & 1 lie
 Helps people learn about each other in a fun way


Doodles
Helps open up discussions
 facilitates getting to know each other



Scavenger Hunts
Building activities – balloon sculptures, coffee
cups towers, airplanes, etc.

20. Ingredients:
Canvas(es)
 Paint
 Brushes
 Newspaper or
Paper Towels

Imagine how connected your employees will feel with their
art on the wall . . .

21. 
www.johannstoessel.com
Card Trick
 Teach them to Fish


Logic Puzzles

22. Anderson, Kristin & Zemke, Ron. Delivering Knock Your Socks off Service.
United States of America: AMACOM, 1998.
Carlaw, Peggy & Deming, Vasudha Kathleen. The big book of customer service
training games. United States of America:McGraw-Hill Companies, Inc.,
1999.
Friedman, Nancy a.k.a “The Telephone Dr.”
http://www.telephonedoctor.com/
Glanz, Barbara & Blanchard, Ken. “Johnny the Bagger”
http://www.stservicemovie.com/
The Berkshire Leadership Group – Steven Green presenting
Delivering Exceptional Customer Service
Weisler, Kirk. Teambuilding Made Easy. SupportWorld Magazine. Also
available at: www.kirkweisler.com