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Customer ServiceWhat Does it Mean?

Janaki SeveryManaging Dynamics LLC

206-478-7173janakis@msn.com

www.managingdynamics.com

ManagingDynamics Customer Service

AgendaCustomer Service

Agenda What is customer service? Responsibilities and challenges Listening Emotions Perception Reframing Influence Avoidance Tips

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Customer Service: Definition

Customer Service: Definition

Customer service is the provision of service to customers before, during and after a purchase.

“Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.“

A higher goal is to not only help the customer “have good experience”, but to offer them an experience that “exceeds their expectations”

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ManagingDynamics Student ServicesStudent Services

SFS Home Students Home Tuition Overview Payment of Tuition & Fees GET (Guaranteed Ed Tuition) Student Loan Signatures Disbursement of Financial Aid Scholarships

Loan Repayment Loan Exit Counseling Managing Your Money Bankruptcy Notices Student Tax Information Forms for Students Petitions

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“Do they have any idea how much we are supposed to know?”

“Do they have any idea how things are changing around here?”

“Do they have any idea how hard it is to “be nice” when everyone is in crisis?”

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Things to RememberAbout Customer Service

Things to RememberAbout Customer Service

Remember your customers are the reason you have a job Return calls or email in a agreed upon time (24 hours-max) Make promises you can and do keep Show that you “listen” so they feel see, heard, and valued. Manage complaints effectively and respectfully Be kind and patient and put yourself in their shoes. Be courteous, approachable and knowledgeable Help customers to understand and navigate your systems Provide consistent and correct information

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Who are Your Customers?

Who are Your Customers?

The students Their parents-grandparents-???? The financial institutions Funding sources University ??????

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“Everyone” involved with the Finances!

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Listening is taken it for granted. Most of us think of ourselves as better listeners than we really are.

Who we are/what we say triggers other people’s response to us. That response affects our psychological well-being and theirs.

Feeling listened to demonstrates the difference between believing we are accepted and feeling separate.

About Listening

“Auditory listening” vs“ Automatic listening”

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Automatic ListeningAutomatic Listening

Conversations based on the past shape your opinions/beliefs and cause you to experience things through those beliefs.

Instead practice this…. Have mindful conversations based on the

outcome you want. Listen for their intention and believe the best. Ask excellent questions and offer “high quality

information” Show how they matter by demonstrating good

“listening”

ManagingDynamics Emotions Affect ThoughtEmotions Affect Thought

Neural circuits are hardwired to sort 24/7 for danger. Real or perceived danger triggers our limbic system, causing

a flight/fight/paralysis response. Perceived danger is screened 80,000 times faster than other

information. Due to emotional primacy, people hear bad news first and

loudest. Emotional radar subconsciously screens feedback we give or

receive for real or perceived danger. If there is perceived danger, the emotional brain overrides the

logical brain and we become “emotionally hijacked.”

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The Emotional Brain…… Can Mal-Adapt and can’t tell real from

imagined

The Emotional Brain…… Can Mal-Adapt and can’t tell real from

imagined

From Joseph Le Doux, The Emotional Brain, 1996.

Amygdala

Visual Thalamus

VisualCortex

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The Perception ProcessThe Perception Process

A person’s beliefs determine their selection of perceptions.

Those beliefs determine their thought process.

Those thought processes and perceptions cause them to “see” what they want to see to validate their beliefs.

Therefore, people remember and refer to what is useful to validate their beliefs.

A person’s thoughts and perceptions support their beliefs until there is a reason to acquire new beliefs.

ManagingDynamics Three Brains in OneThree Brains in One

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Principles for Building &

Gaining Rapport

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PACING: Opening a Window to the Unconscious

Mind

Maximize similarities

Build rapport

Establish receptivity

Prepare way for influencing

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Match Behavior in Three Channels

VOCAL Pitch Tone Inflection Pace Volume

NONVERBAL Movement Gestures Eye Contact Touch Appearance

VERBAL Phrases Words Word Class

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Pacing Opens Receptivity

Pacing Opens Receptivity

Pacing builds rapport by maximizing similarities. Rapport is the critical ingredient of the persuasion/trust process. Pacing allows you to gain trust/build rapport with an upset customer. People in rapport unconsciously allow the other person to influence them.

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Two types of Pacing: Direct: Match actual behaviors

Words Voice Energy Intensity Body gestures

Complementary: Match similar gestures, intensity of feeling, similar tone and energy

Pacing TypesPacing Types

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ManagingDynamics Everyone “Paces”:

Check “Pacing” examples that you do.Everyone “Paces”:

Check “Pacing” examples that you do.

You talk like someone close to you so even friends say you sure sound like________.

You use their terms and language and jokes and have “common terms” between you

You “read” people you care about and treat them in ways that honors how you read them.

You “get on the floor” to talk to a 2 year old or “baby talk” to a baby You might speak in “a special tone” when you talk to animals or

small children. You order the same food as someone you like when you are out. You notice the phone voice of someone that matters to you and

change yours accordingly. You follow the advice of someone you like without challenging it.

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Using Key Words and Tie Downs

Using Key Words and Tie Downs

Note their key words, learn what the word the customer uses means to them (representational language). Use their words and meaning when talking with them.

If the customer says, “I’m looking for a fair treatment” First find out what they mean by a “fair treatment” Say, “Could you tell me please, what “fair treatment” looks like

to you?” Once you have the right meaning…Tie it down with your solution,

next steps, etc

Customers use favorite words to describe emotional states. These words have a stronger voice inflection, tone or pitch than their other words. They are usually more emphasized.

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Getting High Quality Information

Reframing

Principles of Influence

Dealing with Resistance

ManagingDynamicsGet High Quality InformationGet High Quality Information

Use understanding words and phrases Support the customer to feel heard and

understood Assist the customer to share their concerns in

detail After they share, ask them if there is

anything else…often you will discover more Use their exact words, (representational

language) and repeat their words Make sure they feel seen and heard and that

their needs are taken care of

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Principle 1:

People like people who like them.

Principle 2:

People have a need to fully express.

Two Principles of Reframing

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Reframing: Changing the Reframing: Changing the Meaning Meaning

Reframing: Changing the Reframing: Changing the Meaning Meaning

TheThe meaning any event has depends on the “Frame” in meaning any event has depends on the “Frame” in which it is perceived.which it is perceived.

If you change the “Frame” you change the meaning.If you change the “Frame” you change the meaning.

Changing the meaning is called a “Reframe”

What beliefs or perceptions could you “reframe” to improve your work environment and relationships?

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REFRAMING: 2 LEVELSREFRAMING: 2 LEVELSREFRAMING: 2 LEVELSREFRAMING: 2 LEVELS

Internal Reframing: Internal Reframing: Reframe yourself Reframe yourself to generate more options and to to generate more options and to produce greater results.produce greater results.

External Reframing:External Reframing: Reframe another Reframe another to consider other options and make a to consider other options and make a commitment to a better one. commitment to a better one.

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Principle 1: People make decisions by subjective

experience (unconscious mind) and validate with logic (conscious mind).

Principle 2: People are more easily influenced by

others they perceive as similar to themselves.

Principle 3: People need to feel fully understood.

Principles of Influence

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1. Poor Rapport

2. Low Quality Information

3. Presenting Solutions Too Soon

Mistakes in Influence

ManagingDynamics Dealing with FeelingsDealing with Feelings

Deal with your feelings first Deal with the customer’s feelings next Explore to understand their Resistance Ask questions and offer information so they are

informed and want to learn more Remain detached and make suggestions

ManagingDynamics Dealing with Resistance Dealing with Resistance

Level I: Avoid

Level II: Tolerate

Level III: Accept

Level IV: Understand

Level V: Embrace

Theirs and Yours

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This seems upsetting to you... You look happy... Is there something concerning you? Are you feeling pressured about this? You sound frustrated...what’s happening?

Use Feeling Words/Phrases

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Go on Yes Tell me moreReally? Oh? And?For example... Umm... I seeI hear you Right I understandThen? Interesting

Use Minimal Encouragers

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Tips for Difficult Customers

Tips for Difficult Customers

Listen attentively without interrupting Make a conscious choice about your response Acknowledge the other persons feelings Ask objective questions for clarification Stick to the subject/take notes Be patient Reframe yourself and them Offer context Listen for the shift in their voice and tone Thank them for expressing concerns

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Be CuriousBe Curious

Ask yourself…..

“What is it about that person that I cannot see and don’t understand that might

cause them to behave that way?”

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Tips for Excellent Customer ServiceTips for Excellent Customer Service

Take notes Listen now, report later Learn to want to listen Be present Anticipate excellence Become a whole body listener Build Rapport Control your emotional hot buttons Control Distractions Give the gift of Listening

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Listening: The Key to Customer ServiceListening: The Key

to Customer Service

When we take the time to listen from our hearts as well as our intellect, while being fully present, we give the gift of respect and tell the other person they matter to us.

In today’s world we all long to be “Seen, Heard and Recognized” Truly listening to another is a powerful way to honor this desire and provide excellent customer service.