Intro. to Customer Service - Arkansas Division of Health Intro...Road blocks to Customer Service I don’t have enough time. The computer is down. I am measured by my productivity
A Customer is anyone that you provide information or services to. Internal Customers-those within the Agency External Customers-those outside the Agency. i.e.: businesses, Contractors, etc.
What is our responsibility to the Customer?
We must be: • Professional and Accessible • Knowledgeable and Informative • Efficient • Accountable • Helpful • Equitable • Consistent
It’s a Dog’s World
Click on following link to see video
https://www.youtube.com/watch?v=FTaw8aTE-7g
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Presentation Notes
How video and discuss positives and negatives of customer service. Emphasize tone, organization, focus.
Great Customer Service starts with: • A prepared workspace. • A positive, professional greeting. TONE = ATTITUDE • Positive body language. • Devote 100% of your attention. • Good listening skills. • Know your limitations. • Honor your commitments. • Professional closure.
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Make sure your workspace is ready to provide all the tools necessary for good customer service. Have an area cleared where a note pad and pen can be placed for easy access when someone calls or comes by. Have any reference materials organized and near by. Greet your customers with an up beat professional greeting. Give your name and department and ask for theirs. Remember Tone equals attitude displayed. Make it light. Don’t have the unspoken word on the end. Unsaid but expressed. Don’t have your mouth say Human Resources, Sherry speaking and have your tone say What do you want? What are some examples of good body language? Lean forward, eye contact, handshake, mirroring. Do not multi-task. If you do you will miss important points on both tasks. Listen carefully to your customer, take notes and repeat back to them what you think they are asking for. Confirm details. If you don’t know the answer say so. And find out who they need to ask or what the answer is. Don’t fake it. If you say you will—do it. Don’t leave the customer hanging. Confirm details of the conversation including any time lines. Send an email to double check if necessary.
Road blocks to Customer Service
I don’t have enough time.
The computer is down.
I am measured by my productivity.
I don’t get paid to be nice.
I don’t know what you want.
That customer was nuts.
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How can we avoid these road blocks? Avoid the Five Forbidden Phrases “I don’t know” Instead say: “That is a good question; let me find out for you” or offer to connect the caller with someone who could provide the answer. If a call involves some research, assure the person that you will call back by a specific time. If you do not have an answer by the deadline, call back to say, “I don’t have an answer yet, but I’m still researching it.” There Is no excuse for not returning calls. “I /we can’t do that.” Instead say: “This is what I/we can do.” “You’ll have to” Instead say: “ You will need to” or “I need you to” or “here’s how we can help you.” “Just a second” Instead: Give a more honest estimate of how lone it will take you and/or let them know what you are doing. “No.” Instead: Find a way to state the situation positively.
Who do you Represent?
-State of Arkansas
-Safety/ Security of Customer
-Supervisor
-Your Department
-Policies & Procedures
ADH
-Supervisor
-Depressed
-Stress
-Fear
-Anxiety
Customer YOU
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The goal in providing great customer service is to represent the ADH to the customer in such a way that you disappear and all they see is the ADH. The reason you want to disappear in front of the customer is because each of us has filters we bring with us that prevent us from providing great customer service. For you that will be both personal and professional. You may bring the frustration of trying to get your child up and out the door this morning or the argument with a family member and you will have the restrictions or frustrations placed on you by ADH such as policies and coworkers. You must put those aside to deal effectively with the customer who will be bringing their own filters such as those shown on the slide.
ADH
You
Customer
Flow of Communication
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Break the line anywhere on the line communication is over. Ways to break line: Insult people, snap at them ----gives them ground to stand on and now your attitude is the issue not what they have done or said. Gives them the ability to ignore your conversation and what they have done or said is irrelevant. Let your ego show-loose the center- power and personal safety go down when you get pulled in personally. Disappear before others to have power over them. Make the issue central. Micromanagement. Picking and harping. Train and let grow.
Fish Philosophy Click on the following link to see video
https://www.youtube.com/watch?v=9cHj6Wj0pko
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Play video. Discuss how they choose the attitude, don’t sweat the small stuff and represent the market. Give example about Asher store.
Great Kung Fu Master says: He who gets upset loses everything.
Challenging Customers
Project Empathy to calm.
Paraphrase: Let me see if I heard you correctly.
Redirect: I appreciate that you are upset, and I might be too in this situation, but
Present Options
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Empathy – show you understand, don’t say you understand. In many cases you can’t. Absorbs tension. Redirect: I appreciate that, but I understand that and I want to help, but I hear that, but I got that I’m sorry you feel that way, but Can use and or however instead of but. Paraphrase-get at what they mean not what they say. Wrap it your words and give it back to them to ensure you understand and heard them correctly. His meaning and your words. You are (feeling) because (reason)? True? How to interrupt: let me see if I understand what you just said. Allows you to gain control of the situation. Options: Ask friendly voice Tell them why. Set the professional context .always put positive option up front, then the negative and reminds of the positive Be specific- options What’s in it for me? Confirm anything I can say to make it happen Act
Challenging Customers
Stay Calm.
Determine the goal of this communication.
Follow through.
Refocus on the situation.
Provide the solution or find them someone who can.
Follow up with the customer to ensure they were assisted.
Goals
Customer Service Like any other skill must be practiced to be perfected.
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Focus on the successes and learn from your mistakes. Please remember that there will be days that are more challenging than others. On those days the best solution for you may be to pass a customer to a co-worker so that your bad day doesn’t collide with the customer’s bad day. We are a team here at the ADH whose goal is to provide excellent customer service to the State of Arkansas.
Want more in-depth training?
Check out Customer Service
Course Number 1050744
.
Customer Service Like any other skill must be practiced to be perfected.
Presenter
Presentation Notes
Focus on the successes and learn from your mistakes. Please remember that there will be days that are more challenging than others. On those days the best solution for you may be to pass a customer to a co-worker so that your bad day doesn’t collide with the customer’s bad day. We are a team here at the ADH whose goal is to provide excellent customer service to the State of Arkansas.
