Customer service

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Customer service

  1. 1. Six Steps to Excellence<br />Customer Service Workshop<br />
  2. 2. Six Steps to Excellence<br />Business Skills Coaching: Improving Performance and Confidence<br />2<br />tom.pattillo@gmail.com<br />Welcome to an irrelevant workshop!<br />Useless!<br />Ineffective!<br />Forgettable!<br />Waste of time!<br />Worthless!<br />
  3. 3. Six Steps to Excellence<br />Business Skills Coaching: Improving Performance and Confidence<br />3<br />tom.pattillo@gmail.com<br />And<br />You have already<br />paid for it!!<br />So What!<br />
  4. 4. But . . . <br />you are my customer!<br />Are you<br />Happy yet?<br />Business Skills Coaching: Improving Performance and Confidence<br />4<br />tom.pattillo@gmail.com<br />Six Steps to Excellence<br />
  5. 5. Business Skills Coaching: Improving Performance and Confidence<br />5<br />tom.pattillo@gmail.com<br />Six Steps to Excellence<br />Good <br />Morning!<br />
  6. 6. 95% of what we do every day . . . <br />Habit!<br />6<br />Business Skills Coaching: Improving Performance and Confidence<br />tom.pattillo@gmail.com<br />Six Steps to Excellence<br />
  7. 7. Six Steps to Excellence<br />Where do habits come from?<br />S<br />R<br />Eat<br />Internal<br />Stop<br />External<br />7<br />Business Skills Coaching: Improving Performance and Confidence<br />tom.pattillo@gmail.com<br />
  8. 8. One way to <br />change a habit . . .<br />S<br />R<br />8<br />Business Skills Coaching: Improving Performance and Confidence<br />tom.pattillo@gmail.com<br />Six Steps to Excellence<br />Pause<br />
  9. 9. UCIC<br />CIC<br />CC<br />9<br />Business Skills Coaching: Improving Performance and Confidence<br />Presentation & Training Skills<br />tom.pattillo@gmail.com<br />Six Steps to Excellence<br />
  10. 10. 10<br />Business Skills Coaching: Improving Performance and Confidence<br />Six Steps to Excellence<br />Presentation & Training Skills<br />UCC<br />tom.pattillo@gmail.com<br />
  11. 11. tom.pattillo@gmail.com<br />Business Skills Coaching: Improving Performance and Confidence<br />11<br />Six Steps to Excellence<br />Habits<br /><ul><li>Are all habits good habits?
  12. 12. Why do we approach an activity?
  13. 13. Or avoid an activity?</li></li></ul><li>tom.pattillo@gmail.com<br />Business Skills Coaching: Improving Performance and Confidence<br />12<br />Six Steps to Excellence<br />Habits<br /><ul><li>What is a “bad” habit?
  14. 14. How do we develop “bad” habits?
  15. 15. Why is a habit (behaviour) “bad”?
  16. 16. Why continue a “bad” habit?</li></li></ul><li>tom.pattillo@gmail.com<br />Business Skills Coaching: Improving Performance and Confidence<br />13<br />Six Steps to Excellence<br />Habits<br /><ul><li>How are we “aware” of a “bad” habit?
  17. 17. How do we “know” we must change?</li></li></ul><li>tom.pattillo@gmail.com<br />Business Skills Coaching: Improving Performance and Confidence<br />14<br />Six Steps to Excellence<br />One way to understand habit change.<br />Unaware: Unconscious Incompetence<br />Aware: Conscious Incompetence<br />CHOICE POINT: Change or not?<br />Change: Conscious Competence<br />New Habit: Unconscious Competence<br />Then . . . .?<br />
  18. 18. Six Steps to Excellence<br />Another<br /> way<br />Process of Growth<br />Attitude<br />Skill<br />If you can’t do it, you don’t know it<br />Confidence comes from successful performance<br />And now . . . <br />Need<br />Want<br />Believe you can<br />I will<br />Show me how<br />Treat as equal<br />Don’t make the person feel stupid while learning something new<br />Be patient<br />1 step at a time<br />With a coach<br />10,000 hours<br />Frustration<br />Body & Mind<br />Fundamentals<br />Concepts<br />Principles<br />Knowledge<br />Practice<br />Business Skills Coaching: Improving Performance and Confidence<br />tom.pattillo@gmail.com<br />15<br />
  19. 19. Six Steps to Excellence<br />Business Skills Coaching: Improving Performance and Confidence<br />16<br />tom.pattillo@gmail.com<br />Thank you<br />Do what I love to do<br />Chance to work on my goal to make a difference <br />
  20. 20. Six Steps to Excellence<br />Business Skills Coaching: Improving Performance and Confidence<br />17<br />tom.pattillo@gmail.com<br />Six Steps to Excellence<br />So What!<br />Prisoners<br />Tourists<br />Sponges<br />
  21. 21. Six Steps to Excellence<br />Business Skills Coaching: Improving Performance and Confidence<br />18<br />tom.pattillo@gmail.com<br />Are you having fun?<br />(yet?)<br />
  22. 22. Six Steps to Excellence<br />Business Skills Coaching: Improving Performance and Confidence<br />19<br />tom.pattillo@gmail.com<br />Get the “most” from your program????<br />Ask, state, “yell”: So What!!!!!<br />Ask: Why are we doing this?<br />Tell me: "Say it again.”<br />Tell me: "Slow down.”<br />Don’ let me just “cover” a topic.<br />Demand the skill to “do it”.<br />
  23. 23. Six Steps to Excellence<br />Business Skills Coaching: Improving Performance and Confidence<br />20<br />tom.pattillo@gmail.com<br />Get the “most” from your program????<br />Share knowledge, experience, and wisdom.<br />Show and accept "logic" and "emotion”<br />Education: TAKE IT!<br /> 10% given<br /> 90% taken <br />Ask continually: "How can I use this?"<br />
  24. 24. Six Steps to Excellence<br />Process<br /><ul><li>Share
  25. 25. Discuss
  26. 26. Practice
  27. 27. Commit</li></ul>tom.pattillo@gmail.com<br />Business Skills Coaching: Improving Performance and Confidence<br />21<br />Objectives<br />Content<br /><ul><li>Introduction
  28. 28. What is customer service?
  29. 29. Worst / Best
  30. 30. Six Steps
  31. 31. Practice
  32. 32. Commit</li></li></ul><li>Six Steps to Excellence<br />Business Skills Coaching: Improving Performance and Confidence<br />22<br />tom.pattillo@gmail.com<br /> Getting to know you!<br /><ul><li>Name?
  33. 33. Where from?
  34. 34. What do you do?
  35. 35. What do you do best?
  36. 36. What is good customer service?
  37. 37. What is bad customer service?
  38. 38. “Hope” to gain from this program?</li></li></ul><li>Six Steps to Excellence<br />Business Skills Coaching: Improving Performance and Confidence<br />23<br />tom.pattillo@gmail.com<br />So What?<br />Why time to do this?<br /><ul><li>Get to know you
  39. 39. What you want
  40. 40. Listen: write down
  41. 41. English ability</li></li></ul><li>Six Steps to Excellence<br />Business Skills Coaching: Improving Performance and Confidence<br />24<br />tom.pattillo@gmail.com<br />What are<br />the most important<br />personal characteristics<br />of a great<br />customer service person?<br />
  42. 42. Six Steps to Excellence<br />Business Skills Coaching: Improving Performance and Confidence<br />25<br />tom.pattillo@gmail.com<br />Some Characteristics<br />Please write 3 – 5 characteristics<br />
  43. 43. Six Steps to Excellence<br /><ul><li>What is always the most important?
  44. 44. Why?</li></ul>Skill<br />( %)<br />Attitude<br />Knowledge ( %)<br />Business Skills Coaching: Improving Performance and Confidence<br />tom.pattillo@gmail.com<br />26<br />
  45. 45. Six Steps to Excellence<br />Business Skills Coaching: Improving Performance and Confidence<br />27<br />tom.pattillo@gmail.com<br />Your Customer Service Examples:<br /><ul><li>Your job . . .
  46. 46. Personal experience . . .
  47. 47. On the phone
  48. 48. In person
  49. 49. Something needs repair
  50. 50. Need replacement</li></li></ul><li>Six Steps to Excellence<br />Business Skills Coaching: Improving Performance and Confidence<br />28<br />tom.pattillo@gmail.com<br />Worst Way Demonstration<br /><ul><li>Purpose: to show the very worst customer service.
  51. 51. This is to be as horrible as possible.
  52. 52. Terrible, terrible, terrible example of customer service.
  53. 53. Anything goes!</li></li></ul><li>Six Steps to Excellence<br />Business Skills Coaching: Improving Performance and Confidence<br />29<br />tom.pattillo@gmail.com<br />Worst Way Demonstration<br /><ul><li>Directions
  54. 54. I will select groups
  55. 55. Each group creates terrible customer service example
  56. 56. 5 minutes to prepare
  57. 57. Demonstration: maximum 1 ½ minutes
  58. 58. “What was done wrong?”</li></li></ul><li>Six Steps to Excellence<br />tom.pattillo@gmail.com<br />Business Skills Coaching: Improving Performance and Confidence<br />30<br />What was done wrong?<br />
  59. 59. Six Steps to Excellence<br />Business Skills Coaching: Improving Performance and Confidence<br />31<br />tom.pattillo@gmail.com<br />
  60. 60. Six Steps to Excellence<br />Business Skills Coaching: Improving Performance and Confidence<br />32<br />tom.pattillo@gmail.com<br />What is a customer?<br /><ul><li>Before the “sale” is made?
  61. 61. a potential customer.
  62. 62. When the “sale” is made:
  63. 63. now a customer</li></li></ul><li>Six Steps to Excellence<br />tom.pattillo@gmail.com<br />Business Skills Coaching: Improving Performance and Confidence<br />33<br />What organizations have customers?<br />“Customers”<br />
  64. 64. Six Steps to Excellence<br />Business Skills Coaching: Improving Performance and Confidence<br />34<br />tom.pattillo@gmail.com<br />What is “customer” service?<br /><ul><li>What does it feel like?
  65. 65. How is bad customer service different from good customer service.</li></li></ul><li>Six Steps to Excellence<br />Business Skills Coaching: Improving Performance and Confidence<br />35<br />tom.pattillo@gmail.com<br />What does does “customer service” mean to:<br /><ul><li>You?
  66. 66. Your organization?
  67. 67. Your job?
  68. 68. Your industry (i.e. competitors)?</li></li></ul><li>Six Steps to Excellence<br />Business Skills Coaching: Improving Performance and Confidence<br />36<br />tom.pattillo@gmail.com<br />Reality<br />You don’t need much training for 50% of your customer contacts.<br />1 SD – 34%<br />2 SD – 14%<br />3 SD – 2%<br />Using as a way of looking at . . . <br />
  69. 69. Six Steps to Excellence<br />Business Skills Coaching: Improving Performance and Confidence<br />37<br />tom.pattillo@gmail.com<br />
  70. 70. Six Steps to Excellence<br />Business Skills Coaching: Improving Performance and Confidence<br />38<br />tom.pattillo@gmail.com<br />What is marketing?<br /><ul><li>The process of the “sale”
  71. 71. Marketing and Selling
  72. 72. Expense, Revenue, Profit
  73. 73. Good: tell some
  74. 74. Bad: tell everyone
  75. 75. Positioning</li></li></ul><li>Six Steps to Excellence<br />Now:<br />You are the customer<br />tom.pattillo@gmail.com<br />Business Skills Coaching: Improving Performance and Confidence<br />39<br />
  76. 76. Six Steps to Excellence<br />You have no need<br />Then . . . <br />Something happens . . . <br />And you “realize” you have a need.<br />tom.pattillo@gmail.com<br />Business Skills Coaching: Improving Performance and Confidence<br />40<br />Think about buying:<br />
  77. 77. Six Steps to Excellence<br />What now?<br />You realize . . . <br />You start to search . . . Where?<br />tom.pattillo@gmail.com<br />Business Skills Coaching: Improving Performance and Confidence<br />41<br />Stores<br />Magazines<br />Friends<br />Parent<br />Websites<br />Newspaper<br />Facebook<br />Television<br />
  78. 78. tom.pattillo@gmail.com<br />Business Skills Coaching: Improving Performance and Confidence<br />42<br />Six Steps to Excellence<br />You evaluate<br />You compare . . .<br /><ul><li>Price
  79. 79. Quality
  80. 80. “S” Curve
  81. 81. Place
  82. 82. Style
  83. 83. Utility
  84. 84. Promotion
  85. 85. Guarantee
  86. 86. Available
  87. 87. Urgency
  88. 88. Ease of Use
  89. 89. Reputation
  90. 90. Product
  91. 91. New
  92. 92. Peers</li></li></ul><li>Six Steps to Excellence<br />tom.pattillo@gmail.com<br />Business Skills Coaching: Improving Performance and Confidence<br />43<br />Trial<br />Drive<br />Wear<br />Smell<br />Try<br />Take home<br />Free Demo<br />Show<br />Read<br />Library<br />
  93. 93. Six Steps to Excellence<br />tom.pattillo@gmail.com<br />Business Skills Coaching: Improving Performance and Confidence<br />44<br />Purchase<br /><ul><li>You give your money
  94. 94. You check into the hospital
  95. 95. You step onto the plane
  96. 96. You enter into an agreement
  97. 97. You step into the taxi</li></li></ul><li>Six Steps to Excellence<br />tom.pattillo@gmail.com<br />Business Skills Coaching: Improving Performance and Confidence<br />45<br />Now What?<br /><ul><li>Put on?
  98. 98. Drive it home?
  99. 99. Learn how to use it?
  100. 100. Show it off?
  101. 101. Eat it?</li></ul>Then What?<br />
  102. 102. Six Steps to Excellence<br />Business Skills Coaching: Improving Performance and Confidence<br />46<br />tom.pattillo@gmail.com<br />It is the next day . . . <br />Does the product’s “performance”<br />match my expectation?<br />E - Expectation<br />R - Reality<br />E<br />R<br />Gap<br />Gap<br />E<br />Performance<br />Performance<br />Performance<br />R<br />E<br />R<br />Time<br />Time<br />Time<br />What is our objective?<br />
  103. 103. tom.pattillo@gmail.com<br />Business Skills Coaching: Improving Performance and Confidence<br />47<br />Six Steps to Excellence<br />After the sale<br />“Thinking”<br /><ul><li>Did it work?</li></ul>Gap?<br /><ul><li>Did it break?</li></ul>Gap?<br /><ul><li>Could you put it together?</li></ul>Gap?<br />
  104. 104. Six Steps to Excellence<br />tom.pattillo@gmail.com<br />Business Skills Coaching: Improving Performance and Confidence<br />48<br />After the sale<br />“Thinking”<br /><ul><li>Was it a good price?</li></ul>Gap?<br /><ul><li>Did they wrap it well?</li></ul>Gap?<br /><ul><li>Could you wash it?</li></ul>Gap?<br />
  105. 105. Six Steps to Excellence<br />tom.pattillo@gmail.com<br />Business Skills Coaching: Improving Performance and Confidence<br />49<br />After the sale<br />“Thinking”<br /><ul><li>Did the warranty help?</li></ul>Gap?<br /><ul><li>Was it a good decision?</li></ul>Gap?<br /><ul><li>Would you recommend?</li></ul>Gap?<br />
  106. 106. Six Steps to Excellence<br />tom.pattillo@gmail.com<br />Business Skills Coaching: Improving Performance and Confidence<br />50<br />And Now!<br />Re-purchase!<br />Where will you buy<br />an equivalent product or service?<br />Same place?<br />Somewhere else?<br />
  107. 107. Six Steps to Excellence<br />tom.pattillo@gmail.com<br />Business Skills Coaching: Improving Performance and Confidence<br />51<br />And now . . . <br />What will you say?<br />About this product or service<br />to your friends,<br />to your family,<br />to your co-workers,<br />to anyone else<br />close enough<br />to hear you?<br />
  108. 108. Six Steps to Excellence<br />Business Skills Coaching: Improving Performance and Confidence<br />52<br />tom.pattillo@gmail.com<br />Will you be “positive”<br />and tell a few<br />or “negative” and<br />tell everyone?<br />
  109. 109. Six Steps to Excellence<br />tom.pattillo@gmail.com<br />Business Skills Coaching: Improving Performance and Confidence<br />53<br />Why is your response so important?<br />How does your response effect that company’s profit,<br />survival, and<br />success?<br />
  110. 110. Six Steps to Excellence<br />Business Skills Coaching: Improving Performance and Confidence<br />54<br />tom.pattillo@gmail.com<br />Look<br />Engage<br />Ask<br />Listen<br />Respond<br />Confirm<br />
  111. 111. Six Steps to Excellence<br />Business Skills Coaching: Improving Performance and Confidence<br />55<br />tom.pattillo@gmail.com<br />1. Look<br /><ul><li>Turn toward person
  112. 112. Look at eyes
  113. 113. Customer aware
  114. 114. Few distractions</li></li></ul><li>Six Steps to Excellence<br />Business Skills Coaching: Improving Performance and Confidence<br />56<br />tom.pattillo@gmail.com<br />2. Engage<br /><ul><li>Hi
  115. 115. Happy
  116. 116. Sad
  117. 117. Angry
  118. 118. Frustrated
  119. 119. Not “Can I help you!!!!”</li></li></ul><li>Six Steps to Excellence<br />Business Skills Coaching: Improving Performance and Confidence<br />57<br />tom.pattillo@gmail.com<br />2. Engage (2)<br /><ul><li>Relaxed
  120. 120. Physically get in step
  121. 121. Verbally get in step</li></li></ul><li>Six Steps to Excellence<br />Business Skills Coaching: Improving Performance and Confidence<br />58<br />tom.pattillo@gmail.com<br />3. Ask<br /><ul><li>Permission
  122. 122. Told why ask permission
  123. 123. Explain gap idea
  124. 124. Was appropriate
  125. 125. Tone
  126. 126. Sincere</li></li></ul><li>Six Steps to Excellence<br />Business Skills Coaching: Improving Performance and Confidence<br />59<br />tom.pattillo@gmail.com<br />4. Listen<br /><ul><li>Square off
  127. 127. Open
  128. 128. Lean
  129. 129. Eye
  130. 130. Relax
  131. 131. Repeat
  132. 132. Oh? Oh! Oh
  133. 133. Encouraging</li></li></ul><li>Six Steps to Excellence<br />Business Skills Coaching: Improving Performance and Confidence<br />60<br />tom.pattillo@gmail.com<br />5. Respond<br /><ul><li>Possible answer(s)
  134. 134. Summarize
  135. 135. Get agreement
  136. 136. We can’t do this
  137. 137. However, we can do
  138. 138. Simple to complex
  139. 139. Polite</li></li></ul><li>Six Steps to Excellence<br />Business Skills Coaching: Improving Performance and Confidence<br />61<br />tom.pattillo@gmail.com<br />6. Confirm<br /><ul><li>So, you agree to . . .
  140. 140. We will . . .
  141. 141. Is there anything else?
  142. 142. Today . . .
  143. 143. Next week . . .
  144. 144. Thank you</li></li></ul><li>Six Steps to Excellence<br />Business Skills Coaching: Improving Performance and Confidence<br />62<br />tom.pattillo@gmail.com<br />Practice<br />Triads: 3 people will work together<br /> Activity: Three practice role-plays.<br /> Roles: Customer<br />Customer Service Professional (CSP)<br />Observer<br /> <br />
  145. 145. Six Steps to Excellence<br />Business Skills Coaching: Improving Performance and Confidence<br />63<br />tom.pattillo@gmail.com<br />Situation: Each group will create one scenario and use it for the three role-plays.<br /> <br />Activities: Clarify issues and possible actions<br />3 roles plays – each 5 minutes<br />Each person plays each role<br />Interaction – about 2.5 minutes<br />Comments from observer – 1 minute<br /> Observer card goes to the CSP<br />
  146. 146. Six Steps to Excellence<br />Business Skills Coaching: Improving Performance and Confidence<br />64<br />tom.pattillo@gmail.com<br />
  147. 147. Six Steps to Excellence<br />Business Skills Coaching: Improving Performance and Confidence<br />65<br />tom.pattillo@gmail.com<br />Evaluation<br />One thing you enjoyed.<br />One idea you will use.<br />An idea you did not understand.<br />A skill you would like to improve.<br />Comments<br />Would you recommend this workshop to others?<br />
  148. 148. Six Steps to Excellence<br />tom.pattillo@gmail.com<br />Business Skills Coaching: Improving Performance and Confidence<br />66<br />
  149. 149. tom.pattillo@gmail.com<br />Business Skills Coaching: Improving Performance and Confidence<br />67<br />Six Steps to Excellence<br />Reminder Card<br />Front<br />Back<br />
  150. 150. Six Steps to Excellence<br />Business Skills Coaching: Improving Performance and Confidence<br />68<br />tom.pattillo@gmail.com<br />Thank you<br />for this opportunity<br />to work with you.<br />
  151. 151. Six Steps to Excellence<br />Business Skills Coaching: Improving Performance and Confidence<br />69<br />tom.pattillo@gmail.com<br />Pre-workshop preparation<br />Handed out and worked on before the workshop begins<br />
  152. 152. Six Steps to Excellence<br />Business Skills Coaching: Improving Performance and Confidence<br />70<br />tom.pattillo@gmail.com<br />Tent Card<br />
  153. 153. Six Steps to Excellence<br />Business Skills Coaching: Improving Performance and Confidence<br />71<br />tom.pattillo@gmail.com<br />

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