Exceptional Customer Service

for Payroll Professionals

Fred Weissert

Payroll Manager

dck worldwide, LLC

“Life is a series of customer

service experiences”

“Payroll touches everyone in

an organization from

the top down”

Define Customer Service

We all can define a bad Customer Service but

can we define GOOD Customer Service?

What does it look or feel like?

Levels of Customer Service

• Rude

• Indifferent

• Exceptional

Three Truths of Customer Service

• Meet/exceed expectations

• Be competent

• Do it fast! Do it NOW!

Who are our customers?

• Internal – Employees• Employees

• Management Staff

• Administrative Staff

• External – Vendors, Banks, etc.

• Know you’re there to serve

• Look professional

• Offer a professional, confidential

environment to discuss issues

• Make time to listen to customer’s issues

• Provide documented information

Employee Expectations

Expectations come from:• Previous customer service experiences

• Previous organizational experiences

• Reputation

• Other’s Services

Why Employees Get Upset:

• They didn’t get what was promised

• Someone in your organization was rude to

them

• They perceived an attitude of indifference

• No one LISTENED

What Employees Want you to Do:

• Listen

• Take responsibility and ownership

• Pay attention to the details

• Remember it’s their time and their money!

What Employees Want you to Do:

• Understand the needs of those you serve• Ask questions

• Gain your customers’ trust

• Provide relevant and accurate information

• Anticipate what’s next

• Don’t overpower your customers

Essential Customer Service Traits

• Friendly

• Intelligent

• Informed

• Responsive

• Resourceful

• Supportive

How YOU Influence a

Customer Service Situation

Points of Contact

• Negative/Breaking points• “on hold” forever

• Forgotten promises

• No follow-through

• Long lines

Points of Contact (cont.)

• Positive/Winning points• Attention to details

• Caring and friendliness

• Ownership of problems

• Quick solutions

Impressions

• Negative impressions• “processed”, not satisfied

• Cold and impersonal

• No emotional connection

Impressions (cont.)

• Positive impressions• Served and valued

• Warm and human

• Empathetic and emotionally connected

Attitude

Your state of mind or disposition

toward some matter

Attitude (cont.)

• If you create a good attitude it can be passed

along to your customer!• Upbeat

• Warm

• Considerate

• Positive

Attitude is:

• Easily transmittable

• Highly contagious – Infectious!!!

Keeping Up Your Positive Attitude:

• Allow self talk

• Get a calming object

• Use your breaks effectively

• Focus on the successes of the day

• Develop a buddy system

• Take care of yourself

• Maintain your sense of humor

Some

Basic Customer Service

Skills

Communication

• ( 7%) Words or Verbal

• (35%) Tone or Vocal

• (58%) Body Language or Visual

These must match in order to be effective!

“Your actions are so loud I can’t hear what you are saying”

- unknown

Jargon

Words and phrases that are

unique to your organization

Listening

• Be ready to listen

• Be ready to take notes

• Show you are listening

• Ask questions

• Restate

Media Skills

• Telephone Skills• Answering a call:

• Pick up within three rings

• Greet the Caller

• Give your name

• Ask how you can help

Media Skills

• Telephone Skills (cont.)• Putting the customer on hold:

• Ask if you can

• Tell them why you need to put them on hold

• Get back to the employee in no more than 45

seconds

• Offer to call them back instead of putting them

on hold

Media Skills

• Telephone Skills (cont.)• Transferring a call:

• Avoid the word “transfer”

• Explain why and to whom

• State what you can do, not what you can’t

Media Skills

• Telephone Skills (cont.)• Transferring a call:

• Ask if they mind

• Pass along the employee information

• Stay on the line

• Follow-up

Media Skills

• Voice Mail• Return all messages within 24 hours

• Always answer of you are there

• Change your message daily or when you’ll be away

more than one day

• Provide a way “out” of voice mail

Media Skills

• Email• Manage your mailbox

• Have an e-mail goal

• Include relevant facts

• Watch your emotional tone (sound)

• Include specific actions required of recipient

• Be specific about a timeline

Media Skills

• Email (cont.)• Follow the basic rules of e-mail etiquette:

• Use a specific subject line

• Minimize abbreviations

• Respect the reader’s time

• Be clear and concise

Media Skills

• Email (cont.)• Follow the basic rules of e-mail etiquette:

• Don’t OD on the CC

• Review before you send

• Start and finish on the right note

• Apply rules of spelling and grammar

• If lengthy, layout the pages

Basic Concepts in Providing

GOOD Customer Service• Establish rapport with your customer

• Respond to what the customer says -

show empathy

• Pay attention to the customer’s speed and

style

Basic Steps to Calm Down the

Angry Customer1. Stay calm yourself

2. Let the customer vent

3. Deal with emotions first

4. Avoid emotional “trigger phrases”

5. Delay action or consult second opinion• When the customer has calmed, move to problem solving.

Solving the Problem

• Focus on the customer

• Involve the customer in the solution

• Find the best available option

• Commit to the customer’s satisfaction

• Anticipate problems or misunderstandings

• Keep the customer informed

What Should You Do When You

Didn't Perform as Promised• Apologize sincerely

• Take responsibility for fixing the problem

• Solve the problem quickly

• Involve the customer

• Do something extra

• Follow up

What Can You Do With the

Customer Who is Wrong• Deal with emotion first, help the customer vent

• Establish the facts, use active listening

• Maintain respect, don’t try to place blame on the

customer

• Move to problem solving, explaining your

organization’s position

• Find the best available option

Delivering Bad News

• Inform the customer as early in the process

as possible

• Inform the customer over the phone or in

person, not by letter

• Get to the point quickly

Delivering Bad News (cont.)

• Treat the customer fairly

• Apologize sincerely

• Ask for a chance in the future

• Do not let it affect your interaction with the

next customer

Training for Good Customer Service

• Formal classes

• Self instruction

• Formal posters & reminders

• Giveaways

• Service awards

Your Payroll Department’s

reputation is only as good as

the opinion of your least

satisfied “CUSTOMER” !!