Building Great Customer Service - PowerPoint Presentation

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Building Great Customer Service

2014 Michigan Works! conference

Slide2

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

relationships

Reveal what customers really

need

10 action

steps

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“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.”

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Activity

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

.

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Self 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

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Ingredients of a Helping Relationship

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Ingredients 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.

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Customer Service Skills

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Attentiveness

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

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Reflection

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…………..

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Active 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.

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Clear 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.

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Telephone 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.

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Professional 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).

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Professional 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).

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Professional 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

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“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

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What Customers Need

Providing Unbelievable Customer Service

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Friendliness

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.

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Understanding 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.

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Fairness

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.

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Control

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.

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Options 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".

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Information

+

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!

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Ten

Tips

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Questions?

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Contact Information

Aaron Leson

(269) 967-5460

aleson@michiganworks14.org

www.linkedin.com/pub/aaron-leson/5/ba1/152/