4342432643 STRATEGIES FOR ADVANCED CUSTOMER SERVICE GOALS FOR TODAY CHARACTERISTICS OF DIFFICULT CUSTOMERS POWER OF SELF AWARENESS and SELF CARE POWER OF EMPATHY POWER OF LAST APPROACH ID: 413920
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Slide1
UVA FEAP Mary Sherman, LCSW, CEAP
434-243-2643
STRATEGIES FOR ADVANCED CUSTOMER SERVICESlide2
GOALS FOR TODAY
CHARACTERISTICS OF DIFFICULT CUSTOMERS
POWER OF SELF AWARENESS and SELF CARE
POWER OF EMPATHY
POWER OF L.A.S.T. APPROACH
POWER OF AFFECTIVE LISTENING and WISE RESPONSES
WHEN TO SEEK BACK UP
EXAMPLES AND DISCUSSIONSlide3
CHARACTERISICS OF DIFFICULT CUSTOMERS Slide4
Characteristics of your toughest customers?Slide5
TYPICAL CHARACTERISTICS DESCRIBED
High emotional charge
Demanding tone
Not thinking straight
Unrealistic expectations
Frustrated, exhausted,
intolerant
Loud
Not wanting to listen
Too many things coming at once
Presses my buttons, stresses me out, makes me angrySlide6Slide7
“
No one can drive you crazy, unless you hand over your keys”Learning how to manage your own stress response:
serves you well in many ways
helps you diffuse conflict around youSlide8
Victor Frankl, MD
Between a stimulus and our response, there is space. And it’s in this space that we choose our response. Our power and freedom lie in our response.Slide9
HANGING ON TO YOUR KEYS
SELF AWARENESS
WISDOM OF GOOD SELF CARE
WORK LIFE BALANCE
MANAGING YOUR OWN STRESS RESPONSE – (I.E. Breathing)
REMEMBER THE GOAL
KNOW WHEN TO STEP AWAY
KNOW WHEN TO ASK FOR HELPSlide10
Stepping back……
Pausing to regroup or catch your breathePausing to make wise triage decisionsPassing the baton to a colleagueKnow and listen for your body clues that it’s time to pauseSlide11
The POWER of EMPATHY
WALK A MILE IN HER SHOESSlide12
POWER of EMPATHY
How do you feel toward a customer if you think of them as “Just being mean, OR difficult”?Slide13
POWER of EMPATHY
How do you feel toward a customer if you think:They must be having a very bad day
They must be scaredThey must be exhaustedThey are out of their element
They are feeling discarded or ignoredSlide14
The Power of Empathy
What do you know is true about most of the upset customers you serve?Slide15
The POWER of L.A.S.T
L = LISTENA = ACKNOWLEDGE
S = SOLVET = THANKSlide16
The Power of Effective ListeningSlide17
Have you ever….
Tried speaking to someone about something that is really important to you and you weren’t sure they were even listening?Or by their response you can tell that they didn’t come close to hearing your point
OR they immediately dismissed what you were trying to tell them and “blew you off”?
How did this feel?Slide18
TIPS to achieveEFFECTIVE LISTENING
undivided attention Put aside distracting thoughts
Avoid mentally preparing a rebuttal
Make a conscious effort to hear not only the words the other person is saying, but also try to completely understand the message they are sending
non-verbal
communication
Notice their body language, and expression
Awareness of your own body language and expressionsSlide19
Show you are listening and Interested
Look at the speaker directlyMaintain eye contactNod occasionallySmile and use other kind facial expressions
Note your posture and ensure it is invitingMinimal encouragers like, “yes”, “uh huh”, “I see”, Slide20
ACKNOWLEDGGE(Provide feedback)
Reflect what is being said by paraphrasing:, “What I’m hearing you say is”, OR
“sounds like you are saying”, OR
“it seems your biggest concern is “Slide21
SolveAfter acknowledging their concern/need,
FOCUS on what you can SOLVEThink ahead as much as you can re: how best to respond to the most frequent and most difficult issuesSlide22
SOLVE– cheat sheet
SOLVE – cheat sheet
WHAT THEY WANT
WHAT I CAN DOBEST WAY TO SAY IT
A book from Ivy Stacks (they've traveled on the weekend and we can't retrieve until Monday
Offer to send it to them on ILL (they would need to request it from their local library)
We'd be happy to work with your local library to send the volume to you on interlibrary loan.
Guest computer user - wants to use a computer for longer than an hour for non-research purposes - email. User argues that "these are state computers and I pay taxes."
Explain that the computers are for academic or research use. Other uses are secondary. Explain that our primary users are UVA students, faculty and staff. The public may use the machines, but for research use.Slide23
SOLVE– cheat sheet
SOLVE – cheat sheet
WHAT THEY WANT
WHAT I CAN DOBEST WAY TO SAY IT
User wants to use a staff
phone for a long distance call.
Explain that staff phones are not for long distance calls by our researchers. If it's a research call we might be able to help, but if it's personal suggest where a pay phone might be.
Two users are in an argument and being somewhat loud and disruptive.
Explain that they are interrupting others and should continue their conversation somewhere where they won't disturb other researchers and studiers.
We can't find a book on the shelves even though VIRGO says it should be there. User is exasperated and impatient.
We try our best to be sure the books are in the proper place, but sometimes there are problems. We can search further and notify you when we find the book. You can put in an ILL request for the book.Slide24
Behind the scenes
Behind the scenes planning to address big picture issues
ProblemsFollow up
Time frameSlide25
KNOW WHEN TO SEEK BACK UPor move to less disruptive spot
Disruptive to other customers
Threatening tone, words or posture
Escalating behaviorinconsolableYou feel unsafe at allSlide26
Any questions?