customer service ispeak foundation series month day, 2012 instructor name
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Customer Service iSpeak Foundation Series Month day, 2012 Instructor Name. Agenda. Introductions – What do you want to learn? Itinerary Ground Rules Phones on Silent Ask Questions Participate & Respect others Respect our schedule. Satori. - PowerPoint PPT PresentationTRANSCRIPT
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Customer Service
iSpeak Foundation SeriesMonth day, 2012Instructor Name
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Agenda
• Introductions – What do you want to learn?
• Itinerary
• Ground Rules–Phones on Silent
–Ask Questions
–Participate & Respect others
–Respect our schedule
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Satori
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Customer ServiceUnit One: Foundation of Customer Service
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Customer Service
• _________ of 10 customers who switch to the competition do so because of poor service.
• Unhappy customers will tell an average of ___ people.
• Only _______ percent of unhappy customers will complain and give you the chance to keep them.
• Customer will spend a ________ percent premium for the same product or service with better service.
7
4
15
9
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Exercise: Customer Service True / False
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What do customers want?
“There are no traffic jams along the extra mile.” - Roger Staubach
• Reliable• Responsive• Knowledgeable• Empathic• Professional
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Levels of Service
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Cards
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Cards
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Internal Customer Service
• Show up to meetings on time• Take responsibility• Communicate effectively• Display courtesy• Value honesty• Be organized• Share information and ideas freely
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Customer Service Model
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Satori
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Customer ServiceUnit Two: Greeting
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Moments of Truth
• Each interaction is a “brush stroke”
• Paint the customers perceptions over time
• Their perception is their reality
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First Impressions
What do you see? How old is this woman?
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Greeting Your Customer
• Greeting should be:– Clear– Genuine– Positive– Consistent
• “Good morning and thank you for calling __________. My name is _____. How can I help you?”
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Communication Factors
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Using the Right Words
“Kind words can be short and easy to speak, but their echoes are truly endless.” - Mother Teresa
• The most persuasive phrase is_____________• The most persuasive word is ______________
Thank Youa customer’s name
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Communication Factors
Undesirable Words & Phrases Positive Words & Phrases
Problem Situation
I know I understand
I need you to
Why don’t you call back
It’s not my job
Would you please…I’ll call you back…
The person you need is..
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Remembering Names
• Start with the right Attitude.• Actively Listen when they state their name.• Repeat their name out loud.• Write their name, when possible.• Connect or associate their name with
job, hobby, characteristic, or famous person
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Voice
“We often refuse to accept an idea merely because the tone of voice in which it has been expressed is unsympathetic to us.” - Friedrich Nietzsche
• Inflection• Clarity
– Red Leather, Yellow Leather• Pace • Volume
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Body Language
“I speak two languages, Body and English.” - Mae West
• The most important aspect: ____________• Over the phone, you can use:
– ___________________________– ___________________________– ___________________________
Smile
I understandOk, uh-huh, got itOne moment please
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Exercise: Communication Techniques
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Satori
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Customer ServiceUnit Three: Listening & Questioning
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Customer Service Model
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Exercise: Listening
AB
C
D E
F
G
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Communication Elements
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Types of Listening
• Passive – Not listening at all• Selective – In and Out of the conversation• Active – Actively participating
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Active Listening
• Focus• Take Notes• Paraphrase• Verbal Prompts• Ask Questions• Test Yourself
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Question Types
• Open Ended Questions“What would you prefer?”
• Closed-Ended Questions“What is your mailing address?”
• Alternative Choice Questions“Would you prefer a Friday or Saturday delivery?”
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Exercise: Asking Questions
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Exercise: Listening and Questioning
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Satori
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Customer ServiceUnit Four: Responding
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Customer Service Model
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Responsive C.A.R.E.
• Credible• Appreciative• Reliable• Empathetic
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Exercise: Responsive C.A.R.E.
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Challenging Customers
• Demanding• Emotional• Deceptive• Challenged• Friendly• Arrogant• Angry
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Dealing with Challenges
Listen &Question
Bridge
Respond
Defuse Listen &Question
Bridge
Respond
Defuse
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Dealing with Challenges
• Do not take it personally• Listen to the customer• Express empathy• Maintain your integrity• Apologize• Remind the customer you are there
to help
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Acknowledging Complaints
• Acknowledge ≠ Agreement“I can see that would be frustrating…”
• Don’t use the word “but”Use “And” or PAUSE
• Acknowledge your own position• Transition with a statement
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Exercise: Defusing Challenging Customers
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Customer ServiceUnit Five: Resolving
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Customer Service Model
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Taking Ownership and Follow-up
• Accept responsibility• Action item review• Debrief on the phone call• Verbal appreciation• Other methods of appreciation
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Generating Solution Alternatives
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Personal Motivation
• Benefits of Motivation• Expect the best• Avoid the ANTs
– Automatic– Negative– Thoughts
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Satori
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Customer ServiceImplement to Improve
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iSpeak Learning Methodology
“Knowing is not enough; we must apply. Willing is not enough; we must do.” - Johann Goethe
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Satori
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Kaizen
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