2014 Michigan Works conference Purpose of this Presentation Review the basic tenets of providing good customer service Discuss the two types of customers Examine the traits of healthy helping ID: 782250
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Slide1
Building Great Customer Service
2014 Michigan Works! conference
Slide2Purpose of this Presentation
Review the basic
tenets
of providing good customer
service
Discuss the two types of
customers
Examine
the
traits of healthy helping
relationships
Reveal what customers really
need
10 action
steps
Slide3“A customer is the most important visitor on our
premises. He
is not dependent on us.
We
are dependent on
him. He
is not an interruption in our work.
He
is the purpose of
it. He
is not an outsider in our business.
He
is part of it.
We
are not doing
him
a favor by serving
him. He
is doing us a favor by giving us an opportunity to do so.”
Slide4Activity
Customer Service Defined
At your seats, please answer the following questions:
What is Customer Service?
What are the two types of customers?
With someone seated next to you, take a minute and
s
hare a personal story
regarding the
best
or
worst
customer service
you
have experienced
.
Slide5Self Assessment
1 = Underutilized
2 = Satisfactory
3 = Very Good
N/A=Not Applicable
Greeting customers with a
smile
Being helpful, even if there is no profit in it (above and beyond
?)
Knowing your product or service (other programs
?)
Listening to customers (content and feeling
)
Making customers feel important and
appreciated
Making things (services/processes) easy for
customers
Throwing in something extra (what was/is it
?)
Saying
thank-you
Slide6Ingredients of a Helping Relationship
Slide7Ingredients Defined
Acceptance
is the act of relating to another person without judging him or
her.
Respect
is an attitude of giving dignity to each
individual.
We
practice
empathy
when we put ourselves in our clients’ shoes and try to experience their lives as they experience
them.
We feel and experience
understanding
when we believe that another person has listened to us carefully and thoughtfully enough to relate to our
experience.
Trust
is a feeling that individuals experience when they believe that they are
safe.
Warmth
?
“An
a
uthentic
sincerity.”
Egan, G. (2009). The skilled helper:
A problem management and opportunity development approach to helping
(9
th
ed.). Belmont, CA: Brooks Cole.
Slide8Customer Service Skills
Slide9Attentiveness
Being attentive involves a sustained, committed effort to hear – truly hear – what another person is saying, going beyond listening to the content of the message. Within a helping relationship, attentiveness is communicated largely by how we orient ourselves physically toward the client (Egan, 2009).
S: Squarely
O: Open
L: Lean
E: Eye Contact
R: Relaxed
Slide10Reflection
Providing good customer service requires individuals to serve as a mirror, reflecting back both the content and feeling of their client’s messages.
Since the car accident, I seem to have lost a lot of my self-confidence, and that makes starting all over again even more frightening!
Reflection:
You feel…………..
I don’t have time to read all this stuff – just give me your summary of it!
Reflection:
You feel…………..
With three kids to take care of, there’s no way that I can consider going back to school to get some new job skills.
Reflection:
You feel…………..
Slide11Active Listening
Listening is much more complex than just hearing what is being
said.
It involves paying attention to both content and
feeling.
It requires engagement and
confirmation.
Slide12Clear Communication
Clear communication is essential to customer service – you need to know what the customer wants and possess the ability to articulate what you can do for
them.
Enunciation, speaking loudly enough, and employing an upbeat/positive tone are
essential.
When writing or emailing customers, be sure to use proper grammar and spelling, and choose words and phrases that convey an upbeat
attitude.
Clear
communication skills are essential in phone communication as
well.
Slide13Telephone Etiquette Tips
1. Answer promptly (on the third ring at the latest
).
2. Before you pick up the phone, end any other conversation you’re
having.
3. Greet the caller, identify yourself, and ask if you can help (standardized
).
4. Speak clearly and in a pleasant tone of voice (avoid speaking too quickly
).
5. Be patient and
accommodating.
6. When you put someone on hold, ask permission
first.
7. When you end a call, let the customer hang up first—this will ensure that you don’t cut the customer off
prematurely.
Slide14Professional Appearance
“The
professional
image of workers may be weakened if clients feel employees are too casual to be entrusted with their business” (Gutierrez &
Freese
,
1999).
“The
way you look directly affects the way you think, feel, and
act” (
Kaplan-
Leiserson
,
2000).
Slide15Professional Workspace
A New survey by retailer
officemax
finds that 90% of
americans
believe clutter has a negative impact on their lives and work.
“Your performance coincides with your
workspace. When
it’s organized and
precise,
you have the mindset and motivation to
work” (
Dede
, 2012).
Slide16Professional Internal Customer Service
Who is an internal customer?
Internal
customers
are
our co-workers,
our immediate supervisors, and our partners-- all of the contractors
and administrators within the
organization.
Developing outstanding internal customer service
Acknowledge teammates with a smile and a greeting
Get to know your teammates
Get the “big picture”
Always close the loop
Make your co-workers feel valued
Identify and anticipate needs
Slide17“There's a remarkably close and consistent link between how internal customers are treated and how external customers perceive the quality of your organization's services. A commitment to serve internal customers invariably shows itself to external customers. It's almost impossible to provide good external service if your organization is not providing good internal service." – Benjamin Schneider, University of Maryland
Slide18What Customers Need
Providing Unbelievable Customer Service
Slide19Friendliness
Question:
How do
you
ensure friendliness is conveyed?
Friendliness is the most basic of all
customer
needs, usually associated with being greeted graciously and with a smile. We all want to be acknowledged and welcomed by someone who is glad to see us. A customer should never feel that they are an intrusion on your work day.
Slide20Understanding and
Empathy
Question:
What can be taken from the message above?
Customers need to feel that you understand and appreciate their circumstances without criticism or judgment.
Slide21Fairness
Question
:
What
characteristics/actions
can we display to relay the message of fairness? Does it always work?
We all need to feel we are being treated fairly. Customers may get annoyed and defensive when they feel they are subject to unfair treatment.
Slide22Control
Question
:
How can you empower customers to take control of their situation?
Control represents the customers' need to feel they have an impact on the way things turn out.
Slide23Options and Alternatives
Question
:
What is your scope of practice and do you have a referral resource network?
Customers
need to feel that other avenues are available to getting what they want accomplished. They realize that they may be in uncharted waters, and they depend on us to be "in the know".
Slide24Information
+
Question
:
Who are your partners, what are their programs, and do you know all of the resources available within your office (not just your program or department)?
Customers need to be educated and informed about our products and services, and they don't want us to leave anything out!
Slide25Slide26Ten
Tips
Slide27Slide28Questions?
Slide29Contact Information
Aaron Leson
(269) 967-5460
aleson@michiganworks14.org
www.linkedin.com/pub/aaron-leson/5/ba1/152/