exceptional customer service west ala chamber 11-17-10
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Exceptional Customer Service“Know The Customer – Know Yourself”
West Alabama Chamber
November 17, 2010
Presentation Outline
Who Is The Customer?What Is Customer Service?What Do Customers Want?Know The CustomerKnow Yourself and The CompanyNeed To KnowDifficult and Demanding Customers
Presentation
Stress and ConflictDo’s and Don’tsCustomer Service ActsSummaryThanks!
Who Is The “real” Customer?
The Person that buys …
Anyone that you serve…
The other party in a transactions…
Fill In The Blank. ___________________________________ ___________________________________ ___________________________________
Activity
Customer Service is…._______________________________
____________________________________________________________________________________________________________________________
What is Customer Service?
Customer is … “one that buys goods or services”
Service is…“work or duties performed for a superior”, “the occupation or duties of a servant”
“Work done for others as an occupation or a business” “An act of assistance or benefit to another or others; a favour”
What Do Customers Want?
ReliabilityResponsivenessTo Feel ValuedEmpathyCompetencySomeone To ListenAn Offer To Help
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Know The Customer
What You Say and How Say Makes a Big Difference
Triggers Calmers
Policy Here’s What We Can Do
Can’t Can
Sorry Thank You
No, I don’t know I Can Find Out
But And
You Should Have I Understand Why You
The Only Thing We Can Do The Best Option I Think
205-323-1993 www.talapro.com
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Know The Customer
Your Reaction or Response
If The Customer is You
Natural Are Natural
Angry Show Concern
In A Panic Show a Sense of Urgency
Friendly Are Cheerful
Overburdened Show Sympathy
Frustrated Are Empathetic
205-323-1993 www.talapro.com
Know Yourself
Know Yourself Likes and Dislikes Triggers Personality
How Would You Describe “You”?
Know The Company
We do…
Our Company….
We Value…
Our Commitment is…
You Can Trust Us To….
Activity: You Pick One
Select the Pattern That You Like
Who Are YOU?
Need To Know
First Impressions
Effective Communications
Attitude Matters
Stand Out
A Winning First Impression
What You Say
How You Say It
When You Say It
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Effective Communications Works
Be Ready To ListenAsk The Right QuestionsRestateMatch The Speed And StyleBody Language
Words 7% impactTone of Voice 38% impactBody Language 55% impact
Attitude Matters
It’s Your ChoiceWake Up Happy!Have a Role ModelSet Daily GoalsReasons To CareYour Outlook
Depends …“Attitude Is A Product of Our Character”
Is The Glass Half Full or Half Empty?
Standing Out In A Crowd
What Makes You Unique?A SmilePersonalityKnowledge
Offer More Than Required and Expected
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Activity: Customer Situation
Two Volunteers
Yes Sir, there is a way to stop the telemarketers calling you during dinner. Don’t eat dinner.
Difficult and Demanding Customer
What Can I Do To Correct The Situation?
How Can We Satisfy Your Request?
Can We Find A Common Place?
We Apologize For The Situation, Let’s Work Together To Find The Solution
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Wise Thoughts When Dealing With Difficult People
“Nothing can make you feel inferior without your consent”
- Eleanor Roosevelt “They cannot take away our self-respect if we
do not give it to them.” - Mahatma Gandhi
“Things which matter most must never be at the mercy of things which matter least.”
- Goethe
Stress and Conflict
Me Time
A Bad Experience Should Not Create A “Bad Day” – Bounce Back Quickly
How Do You Handle YourStress?
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Reasons for Job Stress and The Answers
Job Stresses
Fear of not doing a job perfectly
Overload
Lack of Control
Unclear Job Responsibilities
Lack of Support
Lack of Appreciation
Ways to Combat Stress
Relax and don’t try to be perfect
Set smaller goals and stay focused
Build self-esteem
Ask for direction
Monitor your inner voice
Change your response
Activity: The ABCs of Exceeding Customer Expectations
List a strategies to meet and/or exceed customer expectations that begins with each letter of the alphabets.
Example:A – Appreciate the CustomerB – Be Aware of AttitudeC - ___________D - ___________
Do’s and Don’ts of Customer Service
Don’t: “I don’t know.” Say: “I’ll find out.”
Don’t: “No.” Say: “What I can do is…”
Don’t: “That’s not my job.” Say: “This is who can help you…”
Don’t: “You’re right – this stinks.” Say: “I understand your frustration.”
Don’t: “That’s not my fault.” Say: “Let’s see what we can do about this.”
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Dos and “Don'ts” of Customer Service
Don’t: “You need to talk to my manager.” Say: “I can help you.”
Don’t: “You want it by when!?” Say: “I’ll try my best.”
Don’t: “Calm down.” Say: “I apologize.”
Don’t: “I’m busy right now.” Say: “I’ll be with you in just a moment.”
Don’t: “Call me back.” Say: “I will call you back.”
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Acts of Good Customer Service
ServeShow
You Understand and Want to Help
ShareAdvice and Opportunities
•Technology Driven World
•Time is Valuable
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Acts of Good Customer Service
SupportCare – The Personal Touch
Handle Each Customer with Special Attention
CommunicateOften and Accurately
CollaborateGet Involved
and Offer Suggestions
•Effective Listening
•Check Your Words, Tone, and Body Language
•Be Careful What and How You Write
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Acts of Good Customer Service
Sell Inquire
Ask “How and What” You Can Do To Help
InformTell How Your Services
and Products Solve Problems
•Take Notes
•Restate
•Talk Less
•Ask Open Ended Questions
205-323-1993 www.talapro.com
Good Customer Service Habits
Follow Up On Your PromisesGo The Extra MileOffer OptionsExpress EmpathyGive The Client Your Name And
NumberFocus On Positive CommunicationsValue The Customer
Summary
What Are The Take Aways?Old Ideas – RefreshedNew Ideas – DiscoveredLessons LearnedDifference OutlookWhat You Can Share With OthersThings To Do Today For Better Customer
Service Tomorrow
Thank You!
Enjoy Your Today
and Have A
Great Customer Service Experience!
Contact Information
Tim Lewis
TALA Professional Services
www.talapro.com
205-323-1993