Collaborative Customer Service

Goals &Objectives

Introductions: who are you and who do you serve?ChallengesEffective Professional Customer Service

Communication Stress ManagementFinal comments, Action plans and evaluations

Key Behaviors for Effective Professional Customer Service Communication

Active Listening ~ Active LearningService OrientationOral Expression Cooperation ~ CollaborativeSelf Control Adaptability ~ Flexibility Concern for Others

Active Listening ~ Active Learning

Give full attention to what other people are sayingTake time to understand the points being madeAsk questions as appropriate, don’t interruptUnderstanding the implications of new information

for current and future problem-solving decision-making

Service Orientation

Service Mindset ~ AttitudeActively looking for ways to helpInitiativeDependabilityAttention to detail

“If I understand you correctly, you’re saying that exceeding expectations is important but it’s even more important to consistently meet expectations.”

~~Raving Fans

Oral Expression

The ability to effectively communicate information and ideas in speaking so others will understand

Hint: body language can still help convey the message even over the phone!

Cooperation ~ Collaboration

Demonstrating a cooperative, flexible attitudeFriendly, knowledgeable approachUsing a collaborative approach to problem

solvingEnlisting caller’s help in solving the problem

Self Control Keeping emotions in check

Controlling anger/frustration Avoiding aggressive

behavior/approach, even when dealing with very difficult people

You must analyze why the person is difficult.You must analyze why the person is difficult.

Are they….Are they….

Mean Tired Stressed Contrary Defensive Talkers Needy

Unreliable Criticizers Competitive Spot-lighters Unpredictable People who have to

have the last word

Define “Difficult”

Step by Step Guide to Dealing

Do you want to or must you improve the relationship?

Start by looking at yourself.

Talk to a colleague or positive support person for insight

Remember: to move a relationship forward you must be

willing to take action.

Best Practices

Respond rather than react.

You can control your emotions and words.

Use “I” throughout conversations. “I feel this is an

issue.”

It is not about “winning” it is moving the

relationship forward.

“No one can make you feel inferior without your

consent.” Eleanor Roosevelt

Use your personal remote control

Keep the volume low

Tune in to the right channel

Focus attention on the program in front of you

Relax

Rewind and replay

Remember

Control your actions and reactions

Discretion is a friend

Conflicts are part of life

Be specific

Assume nothing

The Five R’s

1. Reward2. Restate3. Respond4. Recheck5. Respect

Adaptability ~ Flexibility

Being open to changeDemonstrate resourcefulnessBuild a reputation as a problem solver

Concern for Others

Be sensitive to other’s needs and feelingsRemember the “Golden Rule”Increase your personal “EQ”

Stress Management

Some facts about stress:Stress by definition is

simply a reaction to a situation and our perception of the effect that situation on us

There is both good stress and bad stress

Everyone reacts to stress differently

How do you know when you are stressed?

Trigger happens, nervous system responds with increased adrenaline and cortisol

 Body ready for action Heart pounds faster Muscles tighten Blood pressure rises Breath quickens Senses sharpen

Questions to ask:Questions to ask: Inner Stresses Inner Stresses

What sets you off?What is your personal

stress threshold?

Comparing yourself to others

Unrealistic expectationsFear of failure/successOuter StressesMoneyWeight ChildrenFamily

Identify Stressors

Best Practices for Stress Management

Positive Attitude/Productive ApproachGood Nutrition Regular ExerciseConsistent SleepStrong Support SystemEffective Time managementFill up your cup!!Relaxation Techniques

Relaxation Techniques

Breathing Exercises stress follows your breath, keep it calm

Visualization Meditation Staying present

Resources

“Raving Fans” Ken Blanchard & Sheldon Bowles

“Emotional Intelligence” Daniel Goleman

“Who Moved My Cheese” Spencer Johnson

Customer Service