Benjamin Askew University Training - PowerPoint Presentation

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Benjamin Askew University Training - PPT Presentation

customer Service Module 1 CUSTOMER SERVICE PROFESSIONAL CUSTOMER INTERACTION INITIAL CONTACT By Sylvia Keilty Unit Overview After completing this unit learners will be able to successfully initiate and maintain effective customer service skills during telephone communication by utilizing t ID: 639840

service customer www http customer service http www time professional retrieved empathy call speak telephone technical concise greeting rule

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Slide1

Benjamin Askew University Training customer ServiceModule 1

CUSTOMER SERVICE

PROFESSIONAL CUSTOMER INTERACTION

INITIAL CONTACT

By Sylvia

KeiltySlide2

Unit OverviewAfter completing this unit learners will be able to successfully initiate and maintain effective customer service skills during telephone communication by utilizing tools/skills developed by this training.Slide3

What is meant by “effective customer service skills”? In the following clip, your task is to list elements of the following:Customer: initial reason for callCustomer: cause/s of increased frustrationEffective Customer Service?http://www.youtube.com/watch?v=93BzW2ZcoMsSlide4

What is your analysis of the delivered customer service?Customer: initial reason for call?Inability to connect to the internet Customer: cause of frustrationUnable to understand accentUnable to follow information due to fact pacing of the delivery of communicationUnable to understand content of the communication due to usage of industry specific technical vocabulary

Perception of attitudeSlide5

5 Key Elements of Effective Customer ServiceProfessional GreetingExpressing EmpathyDelivering Concise MessagesBeing PreparedMonitoring Wait TimesSlide6

The 4 Rules ofProfessional Greetings (Pike)Objective: Learners will be able to engage the customer through delivery of a professional greetingSlide7

Rule #1: Be appropriate What is the image you want your department to convey? How do you want to be perceived? The general rule of thumb is to lean toward being fresh and friendly, but to avoid, crossing any lines that might result in offended or slighted callers. Speak with a smile in your voice. If you smile when speaking on the phone, your tone of voice is more welcoming and friendly. Ultimately, your goal is to convey a sense of concern and urgency towards the caller.Slide8

Rule #2: Be responsiveWhat is the purpose for the customers call? Focus on their concern and do not waste time being clever or even too polite. Be there to care. That’s why the common 911 greeting of “Fire, police or ambulance?” is a perfect one. For your department, consider their request from their point of view, with time and delivery of service at the core of your response.Slide9

Rule #3: Be sincereWhat is YOUR personality? Be yourself punched up a notchTake time to listen to their request Respond with the appropriate tone or attitude Express a genuine concern for resolving the problem.!Slide10

Rule #4: Be efficient Finally, the last element of professional greetings is to realize that time is of the essence…to both you and your customer! Establish a connection with your customer, but keep things focused.Slide11

The “Best” Professional GreetingThe “best” professional greeting is one that is sincere, or sounds sincere even when you are having a bad day. Take a moment and consider your worst day on the job. Now, imagine a call from your most irritating customer. Consider the 4 rules and craft your “best” professional greeting.Keep this in your “toolbox” as tool #1.Slide12

Tips for Professional Customer Interaction • Push your personality through the phone.• Be conversational.• Use the customer’s name.• Give your full name.• Listen for understanding.• Ask open-ended questions.• Allow the person time to think

and speak.

• Fill the silence when appropriate.

• Be a responsive listener.

• Smile.

• Take ownership. Don’t blame others.

• Ask permission before using speaker phone.

• Speak at the same rate as the other person.

• Pause between ideas for clarity.

• Always thank the caller.

(Carnegie)Slide13

Empathy Expressing empathy is the key to making the customer feel heard, respected and understood when they share a problem or complaint. Simply use the example phrases to help set the tone.Slide14

How to Express Empathy7 Phrases That Convey Empathy to Customers “I can understand how frustrating it is when your Widget breaks down.”“I realize how complicated it is to…”“I cannot imagine how upsetting it is to…”“I know how confusing it must be when…”

“I’m so sorry to hear that…”

“I hate that you had to make this call today.”

“I’m glad you called today so that we can take care of this right away.”Slide15

Empathy RallyDirections:Think about your most frustrating callJot down the callers key requestList three possible responses utilizing your selection of the 7 phrases that convey empathySlide16

How to Express EmpathyRole PlayPartner “A” assumes the role of “A”s client. Partner “B” utilizes the “7Phrases…” tool to show empathy. Partner “A” checks off any “match” phrases from his/her original list.Switch rolesClass Discussion

More on expressing empathy in Module 5Slide17

How to Deliver Concise MessagesRemember our customer service operator from our video? What challenges were imposed regarding delivery of messages?Extreme accentFast pacingUse of technical languagePoor AttitudeSlide18

How to Deliver Concise MessagesClarity on your message:Minimizing Accents – speak slowly, focus on word and letter enunciation, be articulateAppropriate Pacing – avoid running words together, speak slower than face to face speech but do not drag it out, gauge speed by your callerAvoid Technical Terminology – speak in the language of the caller…you do not want to sound like you are speaking a foreign language!Slide19

How to Deliver Concise MessagesDirections:List 5 – 10 common technical terms used to reference systems deliverables when talking with your department peersGenerate a synonym for each termCheck synonyms for “layman's language” Does the term require a technical background for comprehension of your message?Revise terms if necessary

Place this list in your “toolbox” for reference.Slide20

How to Deliver Concise MessagesFinally…adjust your attitude!Your goal is to avoid the following reaction:Unhappy customerhttp://www.computerworld.com/s/article/9013945/Video_Gallery_The_top_10_funniest_tech_videos_on_YouTube?taxonomyId=16&pageNumber=9Slide21

Monitoring Wait Times3 Minute break3 Minute Timerhttps://www.google.com/#q=3+minute+timer&safe=activeSlide22

Monitoring Wait TimeWow! 3 minutes is a long time! Tips for monitoring:Return to your customer before the song ends! Most songs are 3-4 minutes in length. If you are listening to music, use your music as a cue.Click the “time” on your monitor. Use the clock to monitor your time. Arrange to return their call. Sometimes this is the best answer. If you know they will have a long wait, set a time for your to return their call.Slide23

Model for Quality Customer Service Our focus today – Professional Customer Interaction Your service builds your departments reputationReputation is at the core of quality customer serviceSlide24

Sources Sandro, M. (n.d.). 3 keys to business phone greeting. Retrieved from http://sbinfocanada.about.com/od/handlingphonecalls/a/phonegreetingms.htm Pike, L. (2011, May 30). 18 great (and 2 awful!) business telephone greetings. Retrieved from http://www.tacamor.com/talkamore/18-great-and-2-awful-business-telephone-greetings/

Telephone etiquette and customer service training materials for

byu

idaho

human resources

. (

n.d

.). Retrieved from http://www.byui.edu/Documents/human-resources/Telephone Etiquette and Customer Service Training.pdf

Techtarget

(

n.d

.).

Key to customer service satisfaction simplify complexity