star training
TRANSCRIPT
STAR Training
December 22, 2015
Objectives
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• Demonstrate your role as "All in Service of the People
Who Drive Us.
• Use AER technique with every customer.
• Demonstrate how to answer the call and respond
appropriately.
• Demonstrate customer service skills that impact
customer satisfaction.
• Demonstrate how to manage the customer’s case using
the case handling process and customer service skills.
Contact Handling Process Job Aid
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Answer the Call
• Prepare for Contact
• Answer the Call &
Respond
Appropriately
• Desire to Help
Acknowledge, Empathize, Reassure
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Prepare to Contact
Start of Work Routine
Open up necessary systems
Set out a notebook
Log in and out for day
Headset on; ready to accept within five
seconds of "beep"
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Answer Call & Respond Appropriately
Allow the customer to state
/ vent issue
Acknowledge positive
feelings and thank them for
loyalty
Express sincere empathy
Response appropriately
prior to requesting VIN
What are three opening statements you can use to
acknowledge, emphasize and reassure the customer?
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“How NOT to Treat Customers”
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All in Service of the People Who Drive Us
The FCA Way [isms]
First things first
Make it easy
Keep commitments – ALWAYS
Affirmative Always. Yes before No
Reaffirm the customer's purchase decision
‘ism’: The act, practice or process of doing
something; manner of action or behavior
characteristic of a specified person
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A-E-R
Conversation Technique:
Acknowledge what the
customer has said to you
Empathize with the customer’s
emotional state
Reassure the customer that
you can and will take care of
them
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Recorded Calls: Recognizing “ism”
Call #1: Dealer
What “ism” did you feel the
Case Manager used during the
call with this customer?
What did the CM say?
Did you identify any missed
opportunities to use another
“ism” during the call?
Conversation Techniques to Use or Avoid
What To Do What to Avoid
Use AER method, as required, in
response to customer statements
Avoid speaking too quickly or too
slowly
Speak in an appropriate volume,
clearly and in professional manner
Do not shout, argue, or use
profanity
Adjust the rise and fall of your voice
Avoid making condescending
statements
Show interest and enthusiasm
Avoid sounding bored, indifferent or
frustrated
Use courteous language such as
“May I”, “Please” and “Thank you”
Treat customer how you would
expect to be treated
What should you do when speaking with a customer?
What should you avoid doing or saying?
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Manage the Customer Relationship
Build Rapport
Discover / Determine
Root Cause
Response Handling /
Resolve Request
Acknowledge, Empathize, Reassure
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Video: Empathy and Sympathy
14 October 12th,, 2015 CX initiatives
Video Discussion
15 October 12th, 2015 CX initiatives
How does the difference between sympathy and empathy
resonate with you?
How does sympathy sound on a call? Empathy?
How do you feel when someone offers sympathy? Empathy?
Why?
How do “at least” statements make you feel?
A Blueprint for Empathy
16 October 12th, 2015 CX initiatives
Start with these basic assumptions:
1. When a customer buys one of our products, we are automatically
responsible for their experience, now and later
● Providing a satisfactory experience is critical to creating FCA fans who stay with
us and influence future sales from others
2. Seek to understand first, then problem solve
● Customers expect that you will resolve their concerns
● Show that you understand their experiences to provide a stronger customer
experience
3. When a customer shares information, there is an expectation that we will
acknowledge it
● Offer an appropriate response to the information shared, whether it is good news
or bad news
● If it’s a big deal to the customer, it becomes a big deal to us.
Empathy Practice
17 October 12th, 2015 CX initiatives
You will be provided with a card that has a statement on it
Say the statement to your partner in the tone of your choice
Your partner will respond with an empathy statement
● Remember, do not focus on the problem, focus on the
customer’s experience
Debrief
18 October 12th, 2015 CX initiatives
Was it easy to respond to the information shared?
Was it difficult to avoid jumping to problem-solving?
How did you feel when your partner responded to your
statement?
Build Rapport
Affirmative Conversations
Listen Actively
Pitch, Tone & Inflection
Follow Appropriate Hold
Standards
What does it mean to hold
Affirmative Conversations?
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Affirmative Conversations
There are ALWAYS actions you can take to help the
customer.
Avoid phrases starting with “I can’t”, “Unfortunately” instead
use “I can help you with that”
Focus on what you can and will do to assist - not
necessarily on what you can “give” them
Reassure the customer that you are going to look for every
opportunity to do what is needed to resolve their concern
Even if you eventually have to decline something, you
shouldn't do so when you are just starting to build rapport.
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Using Affirmative Language
“NEGATIVE
LANGUAGE”
SCENARIOS
FROM NEGATIVE
LANGUAGE
TO POSITIVE
LANGUAGE
You need to
transfer a call...
"I can't help you with
that. You have to talk to
[other department]."
General request...
"My supervisor can't
speak with you right now
because she is with a
customer."
Vehicle Issues...
"I'm sorry, Chrysler can't
provide assistance with
this repair because your
warranty has expired."
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Activity: Using Affirmative Language
TOP “NEGATIVE LANGUAGE” SCENARIOS
FROM NEGATIVE LANGUAGE
TO POSITIVE LANGUAGE
Dealership Complaints I can’t call the dealer now to discuss
your complaint, they are closed.
Provide New Vehicle Order
Status
I don't see when your vehicle will be
ready...
Goodwill Request Unfortunately, this is all I can do…
Towing Assistance I can’t help you with that, I will have to
transfer you.
Parts Order Status The part will not be shipped until
[date]…
Parts are being shipped beginning
[date].
Reimbursement Requests We can't give you back your money.
Rental Car Request The dealer won't give you a rental car.
Service Contracts
Reimbursement
I can't help you with that, I will have to
transfer you.
Marketing Material I do not have that information.
Roadside Assistance
Complaints
I need to know where your vehicle is
located.
Vehicle Issues What is wrong with your vehicle? 22
Activity: Answer Key
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Listen Actively
Benefits of actively listening to customer’s story can
accomplish two things:
1. Demonstrate you care about them and their situation,
and begin to build rapport: Acknowledge and
Empathize.
2. Identify cues to assist you in understanding the “true”
reason for the call: Reassure.
How many of you think of yourself as good listeners?
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Active Listening Techniques
Focus on what the speaker is saying
Use a notebook to record key points
Process the information
Ask question[s]
Respond appropriately
What are some techniques you use to
actively listen to another person?
Think about what happens when you are
in a hurry or otherwise distracted vs.
when you are totally engaged in a
conversations?
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Follow Appropriate Hold Standards
Only use hold when necessary
Ask customer’s permission
Explain reason
Provide expected hold times
Thank customer for holding
Warm transfers
What do you expect when you
are being placed on hold?
What drives you crazy when you
are on hold?
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Handling Difficult Customers
Listen
Apologize
Solve the Problem
Thank Them
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During this module you...
Demonstrated your role as "All in Service of the People Who
Drive Us.
Used AER technique with every customer.
Demonstrated how to answer the call and respond
appropriately.
Demonstrated customer service skills that impact customer
satisfaction.
Demonstrated how to manage the customer’s case using the
case handling process and customer service skills.
28
Questions
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