2007 annual gfmc training conference georgia fiscal managers – the key to the best managed state...

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

3 Fiscal Management: Making Sense of Customer Service

Welcome!

• Housekeeping– Mute cell phones/pagers– Relax– Participate– Take notes– Have fun

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.

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)

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

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

Course Objectives

• Know some best practices that can assist you in improving the overall service experience of your customers

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.

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.

Governor’s Vision

Governor Perdue

“Georgia will have the BEST customer service of any state in the nation.”

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.

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.

Positive Customer Service Experience

GladGladElated

Content

RELIEVED

Negative Customer Service Experience

UnhappyUnhappy

SadUpset

Frustrated

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.

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.

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.

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

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

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

??CustomerServiceQuotient????

What is Your Customer Service Quotient?

Customer Service Quotient

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.

??How can you work andcommunicate withcustomers in order toprovide information andquality services and/orproducts to meet theirexpectations?

????How Can You Make A Difference?

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

The “GLHH” Concept

Review

Listen

Service Responsibility

Customer

Responsibility = Expectations

Quick Quiz

CustomerService

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

2. Customers want service that is:A. Faster

B. Friendlier

C. Easier

D. All of the aboveAnswer

3. CSQ is an acronym for:A. Customer Service Query

B. Customer Service Quotient

C. Customer Service Quality

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

5. The “GLHH” Concept is courtesy of:A. GMS

B. OCS

C. DDS

GREETGREET

Greeting Customers

Greeting customers should always begin

with an acknowledgement.

What is an Acknowledgement?

• Definition of acknowledgement:– Admission of existence– Acceptance of facts– Sign of recognition– Indication of receipt– Expression of gratitude

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

Anatomy of an Acknowledgement

• Acknowledgements should always be:– Prompt– Courteous– Warm– Professional– Sincere– Consistent

• Note: Acknowledgements should also express a willingness to help customers

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.

Methods of Communication

• Verbal– Speaking

• Non-Verbal– Listening– Reading– Writing– Body Language

• Includes facial expressions, posture, gestures and silence

Modes of Communication

• Face-to-face

• Telephone

• E-mail

• Correspondence

Communication Styles

• Passive

• Assertive

• Aggressive

??Communication

StylesInventory????

What is Your Communication Style?

Communication Styles Inventory

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

Elements Percent of Communication

• Words– 7%

• Tone– 38%

• Body Language– 55%

Practical Application Exercise

WordsWords

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.

• Use “I” instead of “We”– Rather than saying:

• You’re wrong!

– Say:• I will research your inquiry.

• Avoid giving orders– Rather than saying:

• You have to…

– Say:• Would you please…

• Avoid causing defensiveness– Rather than saying:

• What’s your problem?

– Say:• How may I help you?

ToneTone

Tone is Everything

• With a partner, practice saying “How may I help you?” in a tone that is:– Friendly– Rude– Aloof– Cheerful

Body LanguageBody Language

Action Speaks Louder Than Words

• With a partner, use body language that expresses:– Friendliness– Rudeness– Aloofness– Cheerfulness

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

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

Review

Non-Verbal

BodyLanguage

Assertive

Acknowledgement

Quick Quiz

CustomerService

1. The preferred communication style is:A. Assertive

B. Aggressive

C. Passive be

2. Body Language includes:A. Gestures

B. Facial Expressions

C. Posture

3. Acknowledgements should always be:A. Clever and clear

B. Courteous and prompt

C. Prompt and efficient

4. A mode of communication is:A. Face-to-face

B. Telephone

C. E-mail

5. The highest rated communication element is:A. Tone

B. Body Language

C. Words

LISTENLISTEN

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.

??Effective

Listening Skills Assessment????

Are You An Effective Listener?

Effective Listening Score

• Mostly A and B answers– You are an effective listener

• Mostly C, D & E answers– Your listening skills need improvement

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.

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.

Effective Listening Skills

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

Review

Eye Contact

BodyLanguage

Verbal

Assertive

Effective Listening

Quick Quiz

CustomerService

1. Greeting customers always begins with an:A. Acknowledgement

B. Remark

C. Comment

2. An acknowledgement is an: A. Expression of gratitude

B. Indication of receipt

C. Admission of existence

3. An example of body language is:A. Writing

B. Gestures

C. Speaking

4. Elements of communication include:A. Words

B. Tone

C. Body Language

5. A type of communication style is:A. Verbal

B. Aggressive

C. Face-to-face

B R E A KB R E A K

HELPHELP

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.

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

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

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

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

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”

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

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

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

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

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

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

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

Nit Picker

What is a characteristic of this customer?

What is a technique for dealing with this customer?

Know-it-all

Egocentric

Fault-finder

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

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

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

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

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

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

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

Review

Whiner

Difficult Customers

Big Shot

Always be professional

The Jerk

Quick Quiz

CustomerService

1. Characteristics of the Big Shot’s profile include:A. Demanding and threatening

B. Overly dramatic and animated

C. Shy and quiet

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

3. The most difficult customer is one who is:A. A nit picker

B. Angry

C. Egocentric

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

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

HONORHONOR

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

The ability to effectively interact with customers

begins with others’ perception of you.

The Perception Rule

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

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

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

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

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

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

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

• Do you think others perceive you as you perceive yourself?

• Do you think others perceive you as you want to be perceived?

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.

ENTER EXIT

Policies – Procedures – ProtocolsPolicies – Procedures – Protocols

ExpectationsExpectations

Interaction Flexibility Model

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

• 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

• 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

• 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

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

Review

Etiquette

PerceptionAssessment

Reality

Stress

Service Interaction Model

Rapport

Quick Quiz

CustomerService

1. In customer service, perception is:A. Reality

B. Not important

C. Interactive

2. Controlling stress includes:A. Working well under pressure

B. Quickly defusing a stressed customer

C. Having a calming influence over customers

3. Etiquette includes:A. Solving problems

B. Positively greeting customers

C. Understanding a customer’s situation

4. Listening should include:A. Eye contact with the customer

B. Feedback from the customer

C. Asking clarifying questions of the customer

5. When interacting with a talkative customer:A. Speak slowly

B. Allow time for the customer to talk

C. Ask a lot of questions

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

• 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

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.

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

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.

Fiscal Management:Making Sense of Customer Service

You have successfully completed this GFMC training module

??????Questions?

Thank You!

Craig SouthernGeorgia Department of Driver Services

2206 East View Parkway

Conyers, Georgia 30013

678.413-8471

csouthern@dds.ga.gov

The EndThe End

2007 annual gfmc training conference georgia fiscal managers – the key to the best managed state...

best customer service

definition of customer

service expectations

overall service experience

service interaction

fiscal management needs

difficult customers

fun slide

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