1 st team project sst 3203 customer service team members lisa sheldon micheal ramsey trent

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1 ST TEAM PROJECT SST 3203 CUSTOMER SERVICE Team Members Lisa Sheldon Micheal Ramsey Trent

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  • Slide 1
  • 1 ST TEAM PROJECT SST 3203 CUSTOMER SERVICE Team Members Lisa Sheldon Micheal Ramsey Trent
  • Slide 2
  • The following is our teams top 6 chosen items that we felt should be found in a customer service rubric. How can you measure Quality Customer Service?
  • Slide 3
  • RUBRIC 0123 AppearancePajamas, Grunge, Inappropriate Casual, Not appropriate Proper dress, not hygienic Clean and professional Body Language Slouch - close body - signal desire to leave Leaning back, fidgeting, getting in customer's space Defensive position Open arms, stand tall, lean forward
  • Slide 4
  • RUBRIC CONTINUED 0123 ListeningBlank face, no eye contact Random glance, few comments Some eye contact, but not fully engaging with the customer Eye contact 90% of the time, rephrase, nod ToneMonotone, robotic, disrespectful Communicati ng, but no feeling, don't care Listening, talking, but rushed Lots of voice fluctuation, upbeat attitude
  • Slide 5
  • RUBRIC CONTINUED 0123 ProfessionalismUnprepared, late, inappropriate On time, distracted, not focusing on customer Mostly prepared, disorganized, fumbling Subject Knowledge Making it up as they go Some knowledge, but rely on support for answers Knows most information, but not memorized, relies on notes Can answer any question
  • Slide 6
  • OUR TRAINING TODAY 0123 ProfessionalismUnprepared, late, inappropriate On time, distracted, not focusing on customer Mostly prepared, disorganized, fumbling Prepared, organized, genuine Will focus on:
  • Slide 7
  • PROFESSIONALISM It doesnt take the consulting of your crystal ball to know who your number one asset is!
  • Slide 8
  • THE CUSTOMER Without them you find yourself here!
  • Slide 9
  • CUSTOMER SATISFACTION Requires 100% of your attention. In Public OnlinePhone Step 1 Never stop communicating with your customer!
  • Slide 10
  • KEEP FILES UPDATED Step 2 Always update your customer relationship management files. You will understand your customers needs. Important dates. Past history Future possible needs Best method of contact
  • Slide 11
  • PRODUCT KNOWLEDGE Step 3 You must know your product inside and out. It gives you the ability to: Answer all your customers questions with confidence. Turn product features into benefits. Ability to overcome product misunderstandings.
  • Slide 12
  • WHEN MEETING Step 4 Be Punctual & Prepared Even better, be early to allow yourself more time to prepare. If being late cant be avoided, call your customer in advance, it shows respect for their time. Have all presentation material out and ready. Prepare and rehearse all material in advance.
  • Slide 13
  • RESPECT YOUR CUSTOMER Step 5 Confidentiality Your customers information is private and highly privileged information entrusted to you. Entertaining or spreading rumors about your customer will end your relationship. To gain their trust you yourself must be trustworthy
  • Slide 14
  • BRING MORE Step 6 Circumspection Be cautious and prudent. Read between the lines. Diplomatic Resolve not create or encourage conflict. Have a contingency plan.
  • Slide 15
  • ATTENTION! Step 7 Focus on the customer Face the customer. Eliminate all distractions. Stay on task. Dress for the occasion to avoid embarrassing your customer. Ask open ended questions to better understand your customer.
  • Slide 16
  • ARE YOU LISTENING? Step 8 Actively Listen Make eye contact. Nod to show your listening. Rephrase questions. Tone of voice. http://www.kantola.com/Listening-Under-Pressure-PDPD-52-K.aspx
  • Slide 17
  • CONCLUSION Customer satisfaction requires 100% of your attention 1. Never stop communicating with your customers. 2. Keep updated Customer Relationship Management files. 3. Know your product inside and out. 4. Be punctual and prepared. 5. Confidentiality. 6. Circumspection. 7. Focus on your customer. 8. Actively listen.