2007 annual gfmc training conference georgia fiscal managers – the key to the best managed state...
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2007 Annual GFMC Training Conference
Georgia Fiscal Managers – The Key to the Best Managed State
FISCAL MANAGEMENT:FISCAL MANAGEMENT:Making Sense of Customer Service
Fiscal Management: Making Sense of Customer Service
Craig SouthernCraig SouthernDepartment of Driver Services
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Welcome!
• Housekeeping– Mute cell phones/pagers– Relax– Participate– Take notes– Have fun
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Overview
• This course was specifically created and developed for the 2007 GFMC Training Conference with the intent of providing Georgia Fiscal Managers with key information and tools necessary to positively enhance and expand their ability to serve their customers.
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Course Objectives
• Know the Governor’s vision on customer service
• Learn the definition of customer service• Review the statewide responsibility for
customer service• Know how you can make a key difference
in serving customers using the “GLHH” Concept of customer service
• Discover your Customer Service Quotient (CSQ)
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Course Objectives
• Learn additional ways to successfully communicate with customers
• Discover your communication style
• Assess your own listening skills
• Become familiar with the characteristics of active listening
• Know some common difficult customer profiles
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Course Objectives
• Know how to deal with difficult customers and difficult situations via new approaches and control techniques
• Learn the “Perception Rule” of customer service
• Review the Service Interaction Model for Customer Service
• Understand the importance of customer service flexibility
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Course Objectives
• Know some best practices that can assist you in improving the overall service experience of your customers
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Introduction
It is the responsibility of each State of
Georgia employee to know – and
follow – the policies and procedures for
acceptable workplace performance and
behavior…this includes customer
service.
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Impact of Customer Service
Customer service is perhaps the most critical challenge that an organization can face. In fact, it is often the primary indicator used to gauge an organization’s success. Therefore, all employees must understand the impact they have directly, or indirectly, on customer service and continuously work to improve upon it.
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Governor’s Vision
Governor Perdue
“Georgia will have the BEST customer service of any state in the nation.”
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What is Customer Service?
Everyone has an opinion about what customerservice is, but in order to be successful atserving customers, a universal definition must beestablished.
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Customer Service Defined
Customer service is knowing what your customers
want and then meeting – or exceeding – their
expectations, whenever possible…
…you are the key to ensuring that customers have a positive feeling or sense about the role that you, and your team, play in meeting – or exceeding – their fiscal management needs and service expectations.
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Positive Customer Service Experience
Happy
GladGladElated
Content
RELIEVED
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Negative Customer Service Experience
UnhappyUnhappy
SadUpset
Frustrated
ANGRY
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Customer Service Responsibility
FFYYII
Customer Service is one of three “statewide” responsibilities which support the State’s strategic goals.
This responsibility can be found in Section 3: Job and Individual Responsibilities on your Performance Management Plan.
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Responsibility = Expectations
To work and communicate with the general
public, internal customers and/or external
customers to provide information and quality
services and/or products targeted to meet
their expectations.
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Customer Expectations
• Knowing what customers want – or expect – and how to reasonably, and successfully, meet these expectations on a daily basis is key to the success or failure of an organization.– Although customers are different, most
experts agree their basic expectations are quite similar.
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What Customers Want• Customers want you to show a genuine
interest in them as a person…– Not treat them as an inconvenience in your day
• Customers want you to be quick and responsive…– Not waste their valuable time
• Customers want you to be friendly…– Not rude or discourteous
• Customers want you to be willing to help…– Not avoid assisting them with obtaining a product
or service
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What Customers Want• Customers want you to know your job…
– Not expect them to know your job
• Customers want you to focus on them…– Not be distracted by others or other things
• Customers want you to communicate effectively…– Not withhold or omit information
• Customers want you to apologize when things don’t happen as they should…– Not pretend it was the fault of someone else,
them or a glitch in the computer system
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What Customers Want
• Customers want you to treat them as you would want to be treated…– Not any better or any worse, just the same
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??CustomerServiceQuotient????
What is Your Customer Service Quotient?
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Customer Service Quotient
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CSQ Ratings Scale
• Above 40– You are a Customer Service star!
• 25 to 40– Impressive, but there is room for improvement.
• Below 25– Seek help immediately to improve your CSQ.
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??How can you work andcommunicate withcustomers in order toprovide information andquality services and/orproducts to meet theirexpectations?
????How Can You Make A Difference?
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You Can Apply the “GLHH” Concept
• The “GLHH” Concept is courtesy of the Governor’s Office of Customer Service (OCS) and stands for:– Greet– Listen– Help– Honor
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The “GLHH” Concept
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Review
Listen
Service Responsibility
Help
Customer
CSQ
Responsibility = Expectations
Greet
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Quick Quiz
CustomerService
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Multiple Choice Questions
1. The Governor’s vision for customer service is:A. To have the best of any state in the nation
B. To be on the Top 10 List of States in the U.S.
C. To be all it can be
D. None of the aboveAnswer
A
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Multiple Choice Questions
2. Customers want service that is:A. Faster
B. Friendlier
C. Easier
D. All of the aboveAnswer
D
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Multiple Choice Questions
3. CSQ is an acronym for:A. Customer Service Query
B. Customer Service Quotient
C. Customer Service Quality
D. None of the aboveAnswer
B
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Multiple Choice Questions
4. Customers want:A. To be treated as others want to be treated
B. Service that is fast and friendly
C. Their expectations to be met
D. All of the aboveAnswer
D
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Multiple Choice Questions
5. The “GLHH” Concept is courtesy of:A. GMS
B. OCS
C. DDS
D. None of the aboveAnswer
B
Fiscal Management: Making Sense of Customer Service
GREETGREET
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Greeting Customers
Greeting customers should always begin
with an acknowledgement.
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What is an Acknowledgement?
• Definition of acknowledgement:– Admission of existence– Acceptance of facts– Sign of recognition– Indication of receipt– Expression of gratitude
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Extending an Acknowledgement
• An acknowledgement should be extended when a customer:– Approaches you for assistance– Expresses a need to you– Demonstrates frustration or confusion in your
presence– Presents a problem to be solved– Directly asks for your help
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Anatomy of an Acknowledgement
• Acknowledgements should always be:– Prompt– Courteous– Warm– Professional– Sincere– Consistent
• Note: Acknowledgements should also express a willingness to help customers
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Effective Communication
Acknowledgments are just part of the overall
communication process with customers. In
order to ensure the successful delivery of
customer service, effective communication
skills are key.
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Methods of Communication
• Verbal– Speaking
• Non-Verbal– Listening– Reading– Writing– Body Language
• Includes facial expressions, posture, gestures and silence
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Modes of Communication
• Face-to-face
• Telephone
• Correspondence
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Communication Styles
• Passive
• Assertive
• Aggressive
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??Communication
StylesInventory????
What is Your Communication Style?
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Communication Styles Inventory
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Elements of Communication
• Research reveals that it is not what you say, but how you say it through:– Words
• Written or verbal
– Tone– Body Language
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Elements Percent of Communication
• Words– 7%
• Tone– 38%
• Body Language– 55%
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Practical Application Exercise
WordsWords
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Words Make A Difference
• Keep it impersonal– Rather than saying:
• You didn’t complete the form correctly!
– Say:• Please complete this section of the form.
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Words Make A Difference
• Use “I” instead of “We”– Rather than saying:
• You’re wrong!
– Say:• I will research your inquiry.
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Words Make A Difference
• Avoid giving orders– Rather than saying:
• You have to…
– Say:• Would you please…
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Words Make A Difference
• Avoid causing defensiveness– Rather than saying:
• What’s your problem?
– Say:• How may I help you?
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Practical Application Exercise
ToneTone
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Tone is Everything
• With a partner, practice saying “How may I help you?” in a tone that is:– Friendly– Rude– Aloof– Cheerful
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Practical Application Exercise
Body LanguageBody Language
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Action Speaks Louder Than Words
• With a partner, use body language that expresses:– Friendliness– Rudeness– Aloofness– Cheerfulness
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Final Word on Body Language
Body Language MeaningTightly clenched hands, or wringing
handsPerson is experiencing undue
pressure
Steepling, joining the fingertips together and
forming what might be described as a church
steeple
Smugness or a great deal of confidence
Standing and joining your hands together
behind your backSuperiority and authority
Rubbing gently behind, or beside, the ear with
the index fingerDoubt
Leaning back with both hands supporting the
head
Feelings of confidence or superiority
Placing your head in your open palm and
dropping your chin in a nodding manner while
allowing your eyelids to droop
Boredom
Putting your hand to your cheek, or stroking
your chinThinking, interest, or consideration
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Review
Non-Verbal
BodyLanguage
Greet
Assertive
Words
Acknowledgement
Tone
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Quick Quiz
CustomerService
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Multiple Choice Questions
1. The preferred communication style is:A. Assertive
B. Aggressive
C. Passive be
D. None of the aboveAnswer
A
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Multiple Choice Questions
2. Body Language includes:A. Gestures
B. Facial Expressions
C. Posture
D. All of the aboveAnswer
D
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Multiple Choice Questions
3. Acknowledgements should always be:A. Clever and clear
B. Courteous and prompt
C. Prompt and efficient
D. None of the aboveAnswer
B
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Multiple Choice Questions
4. A mode of communication is:A. Face-to-face
B. Telephone
C. E-mail
D. All of the aboveAnswer
D
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Multiple Choice Questions
5. The highest rated communication element is:A. Tone
B. Body Language
C. Words
D. None of the aboveAnswer
B
Fiscal Management: Making Sense of Customer Service
LISTENLISTEN
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Effective Listening
Hearing is more than half of being heard.
Taking the time to listen to the person
speaking increases the likelihood of that
person taking the time to listen to
you. A barrier to the communication
process is when the speaker believes that
no one is listening.
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??Effective
Listening Skills Assessment????
Are You An Effective Listener?
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Effective Listening Score
• Mostly A and B answers– You are an effective listener
• Mostly C, D & E answers– Your listening skills need improvement
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The Power of Listening
• Listening makes our customers feel worthy, appreciated, and respected.– Ordinary conversations emerge on a deeper
level, as do our relationships. When we listen, we foster the skill in others by acting as a model for positive and effective communication.
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Active Listening
• Active listening is really an extension of the Golden Rule… to know how to listen to someone else, think about how you would want to be listened to.
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Effective Listening Skills
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Characteristics of Active Listening
• Always face the speaker
• Maintain eye contact
• Minimize internal/external distractions
• Respond appropriately
• Focus on what the speaker is saying
• Keep an open mind
• Ask clarifying questions
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Review
Eye Contact
BodyLanguage
Verbal
Assertive
Angry
Effective Listening
Words
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Quick Quiz
CustomerService
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Multiple Choice Questions
1. Greeting customers always begins with an:A. Acknowledgement
B. Remark
C. Comment
D. None of the aboveAnswer
A
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Multiple Choice Questions
2. An acknowledgement is an: A. Expression of gratitude
B. Indication of receipt
C. Admission of existence
D. All of the aboveAnswer
D
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Multiple Choice Questions
3. An example of body language is:A. Writing
B. Gestures
C. Speaking
D. None of the aboveAnswer
B
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Multiple Choice Questions
4. Elements of communication include:A. Words
B. Tone
C. Body Language
D. All of the aboveAnswer
D
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Multiple Choice Questions
5. A type of communication style is:A. Verbal
B. Aggressive
C. Face-to-face
D. None of the aboveAnswer
B
2007 Annual GFMC Training Conference
Georgia Fiscal Managers – The Key to the Best Managed State
B R E A KB R E A K
Fiscal Management: Making Sense of Customer Service
HELPHELP
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Difficult Customers
It is easy to help people you like, and
even easier to help people who like
you. But that’s not always the case in the
customer service business. Sooner or
later, you will have to deal with a difficult
customer.
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Difficult Customer Profiles
• In order to help difficult customers, you must be able to recognize them. Although customers can be difficult in a variety of ways, there are some typical profiles to watch out for as follows:– Big Shot– Hysteric– Whiner– Jerk– Enraged
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Big Shot Profile
• Basic characteristics of this customer:– Must be seen immediately– Demanding– Rules don’t apply to them– Threatens employees– Orders service, doesn’t request it– Issues ultimatums and deadlines
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How to Deal with the Big Shot
• Techniques for dealing with this customer:– Demonstrate action; take observable steps to at
least move the service process forward– Don’t talk policy as the big shot sees himself as
an exception anyway, so policy won’t have an impact
– Don’t let the big shot’s ego destroy yours; focus on the business being transacted, not the personality
– Stick to your position; accentuate the positive by repeating what you can do for him
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Hysteric Profile
• Basic characteristics of this customer:– Overly dramatic – everything’s a crisis– Explodes over small issues– Exaggerated emotional behavior– Animated (jumps up and down; waves arms
wildly)– Throws tantrums like a child– Appears out of control
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How to Deal with the Hysteric
• Techniques for dealing with this customer:– Let the hysteric vent; show that you accept the
negative feelings, but don’t agree in order to shut him up… make neutral statements like “I see” and “I understand”
– Don’t waste your time to reason with the hysteric; remain calm and in control
– Take the act backstage – remove the hysteric from the other customers’ view; move into a nearby office or some place less public
– Take responsibility for solving the problem; after the hysteric calms down, say “Let me see what I can do to assist you”
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Whiner Profile
• Basic characteristics of this customer:– Complains about everything (waiting to be
served, too hot, too cold, etc.)– Blames others for everything that goes wrong– Makes excuses– Treats small problems as big ones
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How to Deal with the Whiner
• Techniques for dealing with this customer:– Listen, but do not continue to listen for too long;
focus the whiner on the business at hand and say “I’m sorry that happened… let me see what I can do to solve this problem”
– Don’t defend the system; the whiner is looking for dialogue – only apologize for the situation (i.e., whatever is legitimate) and then get down to business
– Reassure the whiner that you will do all you can to help, but explain the limits of your role and responsibilities
– Don’t get trapped by the “Poor Me” syndrome
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Jerk Profile
• Basic characteristics of this customer:– Deliberately misunderstands– Pretends not to hear or is slow to respond– Seizes the opportunity to make things
complicated or difficult– Passive/aggressive – knows just how far to go– Stubborn, refuses to cooperate
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How to Deal with the Jerk
• Techniques for dealing with this customer:– Show professional demeanor; remain in control– Don’t get hooked into getting angry – hooking
the employee is the main objective of the jerk– Ignore as much of the jerk’s behavior as
possible, if you find yourself getting angry, get out of the situation for the moment or ask another employee to help the customer
– Know and stick to policies and procedures as jerks will use their knowledge against – especially if you seem unsure about how to handle something
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Enraged Profile
• Basic characteristics of this customer:– Exhibits anger– Appears frustrated over something gone wrong– Loudly verbalizes (i.e., shouts) thoughts,
complaints and demands– Accusatory– Uses condescending tone– Aggressive
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How to Deal with the Enraged
• Techniques for dealing with this customer:– Acknowledge the enraged’s feelings of upset –
in most cases, a little attention is all they desire – Don’t cut him off or try to urge him to calm
down; instead listen carefully – even to the venting – as your job is to try to understand how you can help him
– Remain calm; once the enraged realizes that he cannot control your emotions, he will begin to calm down and know that you are there to help him
– Always show respect – this will quickly aid in defusing his anger and help to establish a calming environment
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More Difficult Customer Profiles
• Being prepared is key in dealing with customers – especially difficult ones; here are a few more profiles to add to your list of difficult customers:– Nit Picker– Know-it-all– Egocentric– Fault-finder
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Nit Picker
What is a characteristic of this customer?
What is a technique for dealing with this customer?
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Know-it-all
What is a characteristic of this customer?
What is a technique for dealing with this customer?
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Egocentric
What is a characteristic of this customer?
What is a technique for dealing with this customer?
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Fault-finder
What is a characteristic of this customer?
What is a technique for dealing with this customer?
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General Principles
• This list is not all-inclusive, but provides the basic understanding of the types of difficult customers that you may encounter
• Interactions are fluid, customers may move from one characteristic to another
• The key point is to understand where the customer is coming from and give you some structure to manage the situation
• Determine the best option; use your best judgment at the time – there are not always easy answers… be creative when you can
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Strategy
• Be proactive for a positive response• Good customer service in not always
successful; you will not always have a positive response
• If you find yourself in a potentially dangerous situation, customer service is no longer the main focus; self-protection becomes the main focus
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Evaluating Results
• Evaluate the positive and negative results by asking yourself the following questions:– Was the outcome positive or negative?– What did you do right?– Did you choose to behave differently than the
way you felt?– What could you have done better?– Did you get hooked?
• Repeat the positive results in a future situation
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Final Note About Difficult Customers
• As you encounter additional profiles of difficult customers, be sure to make mental notes as to how you positively dealt with them; also, share this information with co-workers in order to strengthen the team’s resolve to effectively serve these customers
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Best Practices
• Determine if you are the right person to assist this customer; if not, connect the customer to the appropriate person – making certain he gets connected… this will keep you from spending time on an issue that you cannot resolve
• Be the bigger person and apologize for any inconvenience, error, mistake, delay, defect or problem; this is sure to allow you to move the customer forward, in a helpful manner, so that you can help him
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Best Practices
• Focus on the request, not the person; leaving personality out of the equation will allow you to more quickly assist him
• Make sure the customer and you agree on what the request actually is; clarifying, by restating their request to them, will ultimately assure that you both understand each other
• Speak to be understood by customers through the use of proper speech, volume and direct eye contact
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Best Practices
• Monitor your tone of voice as people can take it personally, always talk to customers – especially the difficult ones – in a helpful, yet professional tone… a tone you would want others to use with you or your mother
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Review
Whiner
Difficult Customers
Focus
Big Shot
Angry
Always be professional
The Jerk
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Quick Quiz
CustomerService
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Multiple Choice Questions
1. Characteristics of the Big Shot’s profile include:A. Demanding and threatening
B. Overly dramatic and animated
C. Shy and quiet
D. None of the aboveAnswer
A
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Multiple Choice Questions
2. A technique to deal with the Whiner is to:A. Listen a lot
B. Ignore the whining
C. Don’t get trapped by the “Poor Me” syndrome
D. All of the aboveAnswer
D
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Multiple Choice Questions
3. The most difficult customer is one who is:A. A nit picker
B. Angry
C. Egocentric
D. None of the aboveAnswer
B
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Multiple Choice Questions
4. A difficult customer best practice is:A. Speak to be understood
B. Focus on the request, not the person
C. Agreement of request by you and the customer
D. All of the aboveAnswer
D
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Multiple Choice Questions
5. The rules of customer service change when:A. The customer is rude
B. The situation becomes potentially dangerous
C. The customer realizes you are being helpful
D. None of the aboveAnswer
B
Fiscal Management: Making Sense of Customer Service
HONORHONOR
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Awareness of Perception
• A person’s behavioral style may quickly be communicated to others; how you are perceived by yourself – and others – often times is not a match… as a result, seeing yourself as others see you is essential in order to make any behavioral adjustments, particularly as it pertains to customer service
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The ability to effectively interact with customers
begins with others’ perception of you.
The Perception Rule
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Perception Assessment
• This assessment comprises a series of questions relating to customer service in the following categories:– Listening– Trust/Rapport Building– Etiquette– Difficult Customers– Problem Solving Skills– Stress Control
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Listening
• I…– Paraphrase what the customer says to
confirm understanding– Use eye contact to communicate to the
customer that I am listening– Allow the customer to speak, without
interruption– Get feedback from the customer– Ask clarifying questions to get a full and
clear understanding from the customer
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Trust/Rapport Building
• I…– Understand the importance of
establishing trust and rapport with customers
– Try to understand the customer’s situation
– Avoid being judgmental regarding the customer’s situation
– Try to find common ground with the customer in order to establish a working rapport
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Etiquette
• I… – Positively greet/welcome customers– Know how to address customers– Make customers feel welcome– Treat customers with respect– Treat customers in the manner which I
would like to be treated
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Difficult Customers
• I…– Think all customers are difficult– Think all difficult customers are angry– Treat difficult customers in the same
manner as they treat me– Never view difficult customers as an
opportunity to provide good customer service
– Avoid difficult customers
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Problem Solving Skills
• I…– Only want to assist customers with easy
transactions– Get all the facts from customers before
determining a solution on their behalf– Never jump to conclusions regarding
what a customer wants– Advise customers where to seek
assistance if I am unable to provide an answer to them
– Readily seeks assistance from my co-workers, or my supervisor, as needed
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Stress Control
• I…– Work well under pressure– Know how to deal with stress in the
workplace– Never allow stressed customers to stress
me out– Can quickly defuse a stressed customer– Have a calming influence over customers
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Perception Assessment
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Perception Assessment
• Do you think others perceive you as you perceive yourself?
• Do you think others perceive you as you want to be perceived?
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Interaction Flexibility
Since customers are different, interaction
flexibility must be utilized in order to serve
customers on a case-by-case basis
…interaction flexibility is based upon a model that employs strategies that focus on meeting the expectations of the customer; meanwhile, following all applicable policies, procedures and protocols.
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ENTER EXIT
Policies – Procedures – ProtocolsPolicies – Procedures – Protocols
ExpectationsExpectations
Interaction Flexibility Model
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Interaction Flexibility Strategy # 1
• When interacting with a customer with these characteristics:– Fast-paced speech– Impatient– Direct
• Do the following to enhance service:– Speak with confidence– Stress service – be prompt and efficient– Don’t waste their time
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Interaction Flexibility Strategy # 2
• When interacting with a customer with these characteristics:– Friendly and talkative– Impulsive– Gets emotional
• Do the following to enhance service:– Allow time for them to talk– Stay focused on the task at hand– Be prepared for them to be emotional
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Interaction Flexibility Strategy # 3
• When interacting with a customer with these characteristics:– Patient– Easy going– Reserved
• Do the following to enhance service:– Maintain a friendly environment– Facilitate the transaction in a timely
manner– Show appreciation for their patience
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Interaction Flexibility Strategy # 4
• When interacting with a customer with these characteristics:– Speaks slowly– Asks a lot of questions– Skeptical, suspicious of processes
• Do the following to enhance service:– Be diplomatic and courteous; don’t
interrupt– Fully answer all questions– Provide assurances regarding processes
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Additional Strategies
• For the following customers, give a strategy that could enhance your interaction flexibility:– Pessimistic, grouchy complaining
• Listen patiently, ask questions to determine real concerns
– Silent, secretive, shy• Be more gregarious and draw them out
– Egotistical, opinionated, hot headed• Concentrate on the requested service
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Review
Etiquette
PerceptionAssessment
Trust
Reality
Stress
Service Interaction Model
Rapport
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Quick Quiz
CustomerService
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Multiple Choice Questions
1. In customer service, perception is:A. Reality
B. Not important
C. Interactive
D. None of the aboveAnswer
A
135 Fiscal Management: Making Sense of Customer Service
Multiple Choice Questions
2. Controlling stress includes:A. Working well under pressure
B. Quickly defusing a stressed customer
C. Having a calming influence over customers
D. All of the aboveAnswer
D
136 Fiscal Management: Making Sense of Customer Service
Multiple Choice Questions
3. Etiquette includes:A. Solving problems
B. Positively greeting customers
C. Understanding a customer’s situation
D. None of the aboveAnswer
B
137 Fiscal Management: Making Sense of Customer Service
Multiple Choice Questions
4. Listening should include:A. Eye contact with the customer
B. Feedback from the customer
C. Asking clarifying questions of the customer
D. All of the aboveAnswer
D
138 Fiscal Management: Making Sense of Customer Service
Multiple Choice Questions
5. When interacting with a talkative customer:A. Speak slowly
B. Allow time for the customer to talk
C. Ask a lot of questions
D. None of the aboveAnswer
B
139 Fiscal Management: Making Sense of Customer Service
Best Practices• Tactfully explain why a
service or product cannot be provided
• Anticipate problems and questions
• Provide clear, accurate information
• Go the extra mile to meet customers’ expectations
• Don’t take it personally• Pretend customers are
you
• Use the “GLHH” Concept• Listen to customers• Communicate effectively
with all customers and obtain all information necessary to determine and address their specific needs
• Respond to customers in an appropriate manner
• Offer options, when appropriate/available
140 Fiscal Management: Making Sense of Customer Service
Conclusion
• Customer service is one of three statewide responsibilities which support the State’s strategic goals.
• Employees are expected to work and communicate with customers, both internal and external, to provide accurate information and quality services and/or products targeted to meet customer expectations.
141 Fiscal Management: Making Sense of Customer Service
Conclusion
• It is the responsibility of each State of Georgia employee to know – and follow – the policies and procedures for acceptable workplace performance and behavior… this includes customer service
• The Governor has a vision for Georgia to have the BEST customer service of any state in the nation
142 Fiscal Management: Making Sense of Customer Service
Conclusion
• You are the key to ensuring that customers have a positive feeling or sense about the role that you, and your team, play in meeting – or exceeding – their fiscal management needs and service expectations.
143 Fiscal Management: Making Sense of Customer Service
Fiscal Management:Making Sense of Customer Service
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144 Fiscal Management: Making Sense of Customer Service
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145 Fiscal Management: Making Sense of Customer Service
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Conyers, Georgia 30013
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2007 Annual GFMC Training Conference
Georgia Fiscal Managers – The Key to the Best Managed State
The EndThe End