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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 You

a 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

A

BC

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

DefuseListen &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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Instructor Nameemail@iSpeak.com

512.###.####

Thank you!

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Continue Your Learning At iSpeak University!

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