nercomp training for cs and tb

8/3/2019 NERComp Training for CS and TB

1/11

Training forCustomer Service and

Team BuildingMarie DiRuzza

Assistant Director, Desktop ServicesWorcester Polytechnic Institute


2/11

Importance of Training forCustomer Service

Customer Perceptions To the Customer you ARE the company

Organizations with Happy Customers are

more successful Financial Benefits

Happy Customers come back

Happy Customers tell their friends Providing good Customer Service doesnt

come naturally to everyone.


3/11

How do customers evaluate service

Quality?

R

A

T

E

R

ReliabilityDeliver on Promises with dependability &accuracy

Assurance - Knowledge, courtesy, ability to convey trust,

competence and confidence

Tangibles - Facilities appearance, comfort, look and feel ofMarketing materials, etc.

Empathetic -Degree of caring and individual attention the

customer receives

Responsive - Willingness to help promptly withoutdistraction


4/11

Reliability - The Service Promise

Organizational commitments Promises made via advertising, marketing, policies,

contracts, etc.

Common Expectations Customer expectations are often based on

assumptions and past experience

Personal Promises

Agent to customer promises

Often the challenge is to reshape customer expectations.Are you training your folks how to do this?


5/11

Assurance & Tangibles

Assurance Factor

Product Knowledge & Company Knowledge

Listening Skills Active listening skills

Communications Skills - includes verbal and written(in-person, phone, and email service)

Problem-Solving Skills

Tangibles

Take pride in your environment, yourself, yourworkspace and any forward-facing deliverymechanisms (online and marketing materials too!)


6/11

Empathy & Responsiveness

Empathy

Recognize the Emotional State of the Customer;validate their feelings

Treat each person as an individual Responsiveness

Respond quickly

Set Expectations deliver on those expectations

Research shows that the most frustrating part of waitingis not knowing how long the wait will be.


7/11

Training for Customer Service

Train for Active Listening, Questioning,etc.

Use Case Studies to open discussions

Group Activities

Role Playing, scavenger hunts.

FISH! Philosophywww.thefishphilosophy.com
http://www.thefishphilosophy.com/http://www.thefishphilosophy.com/


8/11

Active Listening

Pay attention to Content & Intent

Ask great questions Use activities that hone questioning skills

See the big book of customer service training games Tips:

Tune in to the other person

Limit distractions

Dont jump to conclusions Take notes and reflect information back

Be prepared use a Question Map/Flowchart

Turn off your own worries


9/11

Responsibility of Leadership

The following quote from The LeadershipChallenge, outlines the responsibility ofleadership in Customer Service Delivery

Lindsay Levin took over the reigns of her familyautomotive business, Whites Limited, at only 29years old. She talks about what she knowsabout enabling her folks to provide greatcustomer service.


10/11

Resources

Anderson, Kristin & Zemke, Ron. Delivering Knock Your Socks off Service.United States of America: AMACOM, 1998.

Carlaw, Peggy & Deming, Vasudha Kathleen. The big book of customer servicetraining games. United States of America:McGraw-Hill Companies, Inc.,1999.

Friedman, Nancy a.k.a The Telephone Dr.http://www.telephonedoctor.com/

The Berkshire Leadership Group Steven Green presentingDelivering Exceptional Customer Service

Weisler, Kirk. Teambuilding Made Easy. SupportWorld Magazine. Alsoavailable at: www.kirkweisler.com
http://www.telephonedoctor.com/http://www.kirkweisler.com/http://www.kirkweisler.com/http://www.telephonedoctor.com/


11/11

Questions?

Marie [email protected]
mailto:[email protected]:[email protected]

nercomp training for cs and tb

Documents