Exceeding Customer Expectations
“Beyond Customer Service”
Presented by the Department Of Learning
Gene Wheeler & Carolyn Grier
Objectives
Participants should be able to accomplish the following at the end of this training program:
Provide a workable definition of customer service
Explain the importance of the moment of truth
Describe what drives customer service
Describe who our customers are
Explain the key to providing exceptional internal customer
service
Describe the obstacles to collaboration
Define each area of core customer expectations
Distinguish between what happens when a customers
expectations are met or not met
Outline reasons customers complain
Explain the customer evaluation formula and its importance
Describe the three levels of behaviors typically used when
interacting with customers
Explain three things that can be done to improve customer
service
Explain why perceptions are complicated and can impact the
level of service provided a customer
Explain how nonverbal communication deters exceptional
customer service
List and explain the four steps to excellent customer service2CareerSource Palm Beach County, for Training Purposes
1) Giving excellent Customer Service to a very upset customer is impossible?
TRUE FALSE
2) The customer is responsible for the Customer Service that is provided?
TRUE FALSE
3) To be fantastic at providing customer service you must be able to pick up non-verbal and subtle cues, such as, facial expressions, posture, voice tone and volume?
TRUE FALSE
4) Knowing what the customer expects is part of excellent customer service?
TRUE FALSE
5) If a customer is upset with someone from another department, it is not our responsibility or job to listen or help them with something that we were not a part of?
TRUE FALSE
6) Most customer service complaints come from employees not listening and not resolving customer concerns?
TRUE FALSE
7) A complaint from a customer can be something positive?
TRUE FALSE
8) Understanding the perception of the customer is a key factor in providing excellent customer service?
TRUE FALSE
9) Not communicating with our customers can be taken in very negative ways?
TRUE FALSE
10) I plan on participating and having fun during this training session?
TRUE FALSE
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What is customer service?
Answering Questions Solving Problems Untangling Log-jams Fixing What’s Broken Improving What’s Not Broken Finding What’s Lost Soothing The Irate Reassuring The Timid
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CareerSource Employees &Customer Service
We get too busy, focused,
distracted
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What quality level would you accept?
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98%
97%
95%
90%
99%
96%
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Oops!
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What is a Moment of Truth?
The First 15 seconds with the
customer sets the tone and
creates an image of the entire
company in the mind of the
customer.
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Examples of
Customer Service
Good
Bad
Ugly
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What Drives Customer Service?
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Clear Vision/Mission and Promise Understanding Customer Service Basics Commitment Core Customer Expectations
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Exceptional Customer Service
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VisionWe Connect Business With Talent
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Mission
To be recognized by businesses as the primary source
for talent in Palm Beach County
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Promise
• Dedicated team of professionals, who understand
the needs of Palm Beach County Job Seekers
• Driving economic development through matching
talent to the needs of the employer
• Effective partnerships with educational providers
and employers
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Commitment… To Excellence
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a. organizational commitment
b. departmental commitment
c. individual commitment
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Who are the Customers?
Internal
External
Primary
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Internal Customers
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If you’re not providing direct client service,
You Are Supporting Someone
Who Does!
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Who are your internal customers?
Who do you depend upon, to get your work done?
How does your job affect theirs? Have you ever asked them if anything
you can do would make their job easier?
Do you know their priorities? Their barriers to better service?
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So the question is…
Would I like to do business with me?
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Collaboration, One Team, One Voice, One Goal We are all interdependent on each
other Benefits:
Work toward common goals Build mutual support Stimulate each other to do better More commitment and motivation to
accomplish the goals
Key to Internal Customer Service
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Obstacles to Collaboration
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Obstacles to Collaboration, Constant Critic
Put-downs, insults, belittling comments
Constantly criticizes other people’s competence
Negatively reacts to others’ contributions with sighs, frowns or the “just sucked a lemon” look.
Blames others for errors.
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Obstacles to Collaboration, The Two-Headed Snake
Pretends to be nice while sabotaging a person - one minute vicious, the next minute supportive and encouraging
Ensures that some people don’t have the necessary resources to do the work.
Makes nasty, rude or hostile remarks to a person privately; puts on friendly face in public
Steals credit for work done
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Obstacles to Collaboration, The Gatekeeper
Purposefully cuts people out of the communication loop
Provides only bits of information
Delays the time for people to get the needed information to do their job
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Obstacles to Collaboration, Sniper
Poisons the workplace with angry outbursts
Purposefully interrupts people during meeting and conversations.
Discounts/denies people’s thoughts or feelings.
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Collaborator
Honest Open Interactions
Listens Before Speaking
Shows Empathy
Maintains Healthy
Relationships
Talks to a Person if having a Problems
Looks for Strength in each Team Member
Accepts Responsibility
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External vs. Internal
Are theyconnected?
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Self Assessment
How You Rate:
1 2 3 4 5 Customer Service Characteristics: Never Always
Motivated to serve the customer
Return phone calls within one business dayl
Customer Sensitive, respect their time, give reasons for delays
Smile and say hello, use customers name
Lend a hand to those who look confused
Have a positive attitude
Make people feel special
Protects peoples privacy
Keep people informed, explain what they can expect, and tell customers what I am doing
Neat, professional appearance
Good communicator
Aware of my non-verbal communication and how it could affect customers
Anticipate needs
Eager to learn
Never say, “That’s not my job”
Answer the phone within three rings
Handle customer problems
Comfortable dealing with difficult customers
Act as a role model for others to look at and admire
When addressing problems does so in private and not in front of customers or other team members
20 – 46 points = Unsatisfactory 47 – 72 points = Needs Improvement 73 – 100 points = Excellent
Customer Service Skills Assessment
Total Score =
Name:_______________________________ Date:_________________________________
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External Customers
Re-employment Compensation Discontinued
I hate it when that happens!
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Customer Expectations
Personal Promises - Organizational Promises - Expected Promises
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Core Customer Expectations
Reliability - provide what was promised
Assurance - convey trust competence and
confidence
Tangibles - appearance of staff and our facility – neat, professional
Empathy - degree of care and individual attention
Responsiveness - getting things done in a timely
manner
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Group Activity
R Our customers will know we are reliable
when we ________
A Our customers will be assured that we are
courteous and competent when we
____________
T Our customers will see tangible evidence of
our commitment to quality when we
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E Our customers will know we are empathic
when we _______
R Our customers will know we are responsive
when we _____
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What Happens When the Client’s Expectations are Met?
Kind ____________ Happy Caring ____________ Helpful Secure
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When people don’t get their needs met…
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Reasons Customers Complain
They didn’t get what was promised.
Un-returned voice mail and emails.
Being lost in the telephone maze.
Someone was rude.
No one went out of their way to help or care.
No one listened to their concerns or answered
their questions.
An employee projected a “can’t do” attitude.
Customer was disrespected (time, side
conversations etc.)
An average business gets only 4% of complaints, 96% of the upset customers suffer in silence.
Dissatisfied customers tell between 8-10 people and 1 in 5 will tell 20 more.
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A Complaint… is a gift!
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Customer Evaluation Formula
E = Expectations: Positive or Negative
E = Experiences: Positive or Negative, what they
experienced
P = Process: How it Happened
O = Outcomes: What Happened
E+E+P+O = Evaluation of Service
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Service Report Card
A = Awesome
B = Blissful
C = Content
D = Disappointed
F = Furious
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Behaviors at Three Levels
hospitality
rudeness indifference
People interacting with customers typically use one or more of the
following levels of behavior.
Can you give an example of each?
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What Can Be Done To Improve Customer Service?
Have Exceptional Communication Skills
Know about Positive and Negative
Perceptions
Demonstrate Superior Listening Skills
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Communication Skills
Non-Verbal communication makes up more than 90% of how people understand you.
What messages can poor body language send? (not caring, non- responsive, too busy for the customer etc.)
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What is the Definition of Perception?
Perception is the complicatedprocess of viewing and
interpreting our environmentthrough senses.
It is an individual’s view of reality!
What Happens if There Are 2 Separate Ideas About an Event?
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Perception Principles
1. No two people see things the same way.
2. We see things differently each time.
3. We learn to see things through a lens of
perception.
4. We see things not as they are, but how we
want to see them.
5. We tend to fill in the gaps for things which
seem incomplete.
6. We tend to simplify things we do not
understand.
7. The way we perceive others is based on what
we expect to see.
8. Our self image will largely determine what we
see!
9. Everything we see is filtered through our self
concept.
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Factors that Influence Perception
Past Experiences
Organizational & Geographic “Travel”
Diversity Factors; Cultural, Religious,
Gender etc.
Finances
Social influences
Family, Friends, Teachers etc.
Psychological & Physiological factors
Education
Others?
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Positive and Negative
Perceptions
How we “SEE” & understand the
behaviors of others can be based on
our own perceptions & not
necessarily on the “Truth.”
What if your behavior is judged as
poor customer service and you think
it was great customer service?
Do Customers Make Perceptions
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How do the Customers
SEE--You?
Verbal tone, volume, rate
Vocal fuzzy meaning slang double meaning
Non-Verbal facial expression appearance body language gestures
Workforce jargon
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What factors are necessary to work
well with our customers?
LISTENINGHEARING
RESPONDING
SPEAKING
UNDERSTANDING FEEDBACK
NON-VERBAL
QUESTIONING HELPING OUT
RAPPORT
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Improving Perceptual Skills
1. Know about perception
2. Fine tune your observation skill
3. Be aware of the things to which you
attribute meaning & compensate for
possible inaccuracies
4. Check your perception
5. Increase your awareness of others’
perceptions of you
6. Try harder to understand where
others are coming from; practice
empathy
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Motivated to Serve Customers
Break the ice - Smile, say hello, introduce yourself, show concern, and address them by using their last name… Ms., Mr., Jones
Lend a hand to those who look confused.
Be polite - Use kind words, make people feel
special.
Keep people informed - Explain what you are
doing, and what they can expect.
Anticipate needs.
Respect people’s time - Customers find delays
frustrating, give a reason for the delay if possible.
Be privacy and confidentiality conscious - Protect
personal information.
Handle with care - Avoid being in a rush.
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Four Steps to Excellent Customer Service:
STEP ONE: Evaluate the need of the customer, meet, then exceed their expectations.
STEP TWO: Keep the relationship, they will
let you know when the have landed a position.
STEP THREE: Solve problems and turn
complainers into supporters. STEP FOUR: Nurture yourself, so you can be
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