1 customer service as an experience agccp annual conference may 13-15, 2014 charlotte, north...
TRANSCRIPT
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Customer Service as an Experience
AGCCP Annual ConferenceMay 13-15, 2014
Charlotte, North Carolina
Cory Fleming, Program DirectorICMA 311/CRM Technical Assistance Services
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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.
Mahatma Gandhi
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Discussion Questions
•What do you see as the difference between getting a coffee at Starbucks vs. McDonald’s?•What about staying at Westin Hotel vs. Super 8?•Do you like going car shopping? Why or why not?
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Excellent customer service creates a great customer experience.
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Data and information enter the right side of the brain before proceeding to the left side of the brain which governs logic. In other words, we feel before we think.
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Emotions are:
•Untidy•Unstructured and complex• Very difficult to measure
BUT….
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Research shows that at least 50% of the customer experience is driven by emotions. In other words, how did the experience make the customer feel?
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• Creating positive customer service experience requires engaging a person on an emotional level.
• Part of your goal is to make people feel… good, happy, amused, satisfied, accomplished, pleased, heard, understood, respected, valued, etc.
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• Emotions are much more powerful than logic.• Emotions are consistently with us as humans.
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Discussion Questions
•What emotion(s) do you want your customers to have after an interaction with your staff?•Do you know? If not, why not?•How do you convey that message to your staff?
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Key Skill Sets for Customer Service
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Trust
Low Stress Situ-ations
80 - 85% Competence & Exper-tise
15 - 20% All Others
High Stress Situ-ations
50% Caring & Empathy 15 - 20% Competence & Exper-tise15 -20% Honesty & Openess
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Build Trust & CredibilityCaring and Empathy• Actively listen• Give feedback, ask questions,
acknowledge• Acknowledge importance of the issue
for all stakeholders• State why this issue is important to you
on a personal level
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Building Trust & CredibilityOpenness and honesty• Tell people what you do know • Admit it if you do not know the answer
to their question • Always respond as if there is no such
thing as a bad or unimportant question
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Showing Empathy• Recognizing emotions in others•Using tone of voice and body language to convey empathy.• Phrases that demonstrate empathyI understand…..I’m sorry……I can appreciate…..
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Caring/Empathy Statements• I’m a parent too.• I care about this issue too.• I have asked myself some of the same questions.• That’s a very important question to me also.
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Statements to Avoid• I know how you feel.• I think you have a right to be concerned.• I’m glad you asked that question.• Thank you for that question.• That’s a good question.
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Building Rapport
• Use the resident’s name. ***• Say “please” and “thank you.”• Do not say, “No problem.”• Show your interest in the resident’s needs.• Be empathetic to the resident’s feelings.• Explain your reason(s) for saying no.• Let the resident know his or her options, i.e., what you can do for him or her.
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Face-to-Face 55% body language 38% tone of voice 7% words used
Telephone 82% tone of voice 18% words used
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The Smile Test
http://www.bbc.co.uk/science/humanbody/mind/surveys/smiles/
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Face-to-Face Skills• Appearance• Eye contact• Smile•Open body language• Patience• Listening
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• Remember that your body language may say more than you do.•Maintain a positive attitude• Remember that there’s a difference between educating someone and teaching him a lesson.•Make everyone feel important.
Verbal and Vocal Skills
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Verbal and Vocal Skills
• 2 ears & 1 mouth - listen more than you speak.• Speak up and speak clearly• Be aware of how fast and loud you’re
speaking.• Avoid using professional jargon and lingo.• Confirm your understanding of the
situation by repeating or rephrasing what you’ve heard.
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Multi-Channel Skills• Phone• E-mails• Texts•Mobile apps• Social media (Facebook, Twitter, etc.)
