© Copyright Pathways Inc. All rights reserved. Customer Service Training 1.

© Copyright Pathways Inc. All rights reserved.

Customer Service Training

1


Agenda

Customer Service Trivia Importance of Customer Service Principles of Effective Customer Service Dealing with Challenging Customer Service

Situations C.A.R.E. Philosophy and Customer Service


Customer Service Trivia

4


Trivia Game How many people does the average person tell

when they receive good customer service?

A. 5-8B. 9-12C. 13-16D. 17-20



when they receive good customer service?

B. 9-12



when they receive poor customer service?

A. 10B. 15C. 20D. 25



when they receive poor customer service?

C. 20


Trivia Game• What % of customers will pay more for a good customer

service experience?

A. 20%B. 40% C. 60%D. 80%


Trivia Game• What % of customers will pay more for a good customer

service experience?

C. 60%

Source: Harris Interactive, Customer Experience Impact Report


Trivia Game• For every customer complaint, there are __ other

customers who have remained silent. A. 8B. 26C. 10D. 16


Trivia Game

• For every customer complaint, there are __ other customers who have remained silent.

B. 26

Source: Lee Resource Inc


Trivia Game

• It takes __ positive service experiences to make up for one negative experience.

A. 8B. 5C. 12D. 10


Trivia Game• It takes __ positive service experiences to make up for

one negative experience.

C. 12

Source: Lee Resource Inc


Trivia Game• What percentage of clients believe that home health

care providers always listen carefully to them?

A. 56%B. 66%C. 76%D. 86%


Trivia Game• What percentage of clients believe that home health care

providers always listen carefully to them?

C. 76%


Trivia Game• What percentage of clients believe that their home

health care provider always treats them with courtesy and respect?

A. 62%B. 72%C. 82%D. 92%


Trivia Game• What percentage of clients believe that their home

health care provider always treat them with courtesy and respect?

C. 82%


Trivia Game• What percentage of personnel always arrive on

time for a client visit?

A. 50%B. 60%C. 70%D. 80%


Trivia Game• What percentage of personnel always arrive on

time for a client visit?

C. 70%


Trivia Game• How many clients would definitely recommend us to

their family or friends if they needed home health care?

A. 50%B. 60%C. 70%D. 80%


Trivia Game

• How many clients would definitely recommend us to their family or friends if they needed home health care?

D.80%


Trivia Game• How many clients would rate the service provided by

Cbi as very good?

A. 10%B. 15%C. 20%D. 25%


Trivia Game• How many clients would rate the service provided

by CBI as very good?

B. 15%


Trivia Game• How many clients would rate the service provided

by CBI as excellent?

A. 25%B. 55%C. 40%D. 65%


Trivia Game• How many clients would rate the service provided by

CBI as excellent?

D. 65%


Trivia Game• What were the most important things that clients

indicated could be done to improve the quality of service we offer?

A. Understand my needs and service plan.B. Be here on time and when you are supposed to be.C. Please don’t have so many different workers come in.D. Please take time to explain things to me.E. A and BF. C and DG. All of the above


Trivia Game• What is the most important thing that clients indicated could be

done to improve the quality of service we offer?

G. All of the above


Customer Service

29


What is Customer Service?

30

• Discuss with your group, what is customer service?

• Document your thoughts on page 3 in your Participant Guide.


What is Customer Service?

31

•Customer service is a series of activities designed to enhance the level of customer satisfaction that a client experiences.

•It should leave clients with the feeling that the service has delivered exactly what a client is expecting.

•Good customer service should leave the client with the feeling that they want to do business with you again.


Your Clients

32


Who Are Your Customers/Clients?

Work in small groups and document on flip chart paper all of the different customer/client groups that you have here at CBI.


Internal Customer Service

If you’re not providing good customer service to your fellow employees, there will be a ripple effect to your external client.

Commitment to internal customer service should match the commitment to external client care.


Internal Customer Service

In small groups, outline recommendations that you have to strengthen internal employee customer service.


4 Tips for Strengthening Internal Customer Service

1. Employees should never complain to clients or within earshot of clients. It gives them the impression your company isn't well run, shaking their confidence in you.

2. Employees should never complain to clients about other CBI employees. Who wants to patronize a company whose people don't get along with each other.

3. Employees at every level should strive to build bridges between departments. This can be done through cross training, joint picnics, parties or offsites, or creative gatherings, as well as day-to-day niceties.


4 Tips for Strengthening Internal Customer Service

4. Consider becoming “clients" to experience firsthand what your clients experience when interacting with you. This can be done through role play or case studies.*

*From: Craig Harrison’s Turning Customers Service Inside Out


Effective Customer Service Principles

1. Responsive Service (Be on time)2. Effective Listening Skills (Be a great listener)3. Effective Questioning (Ask questions to learn

about the client)4. Empathizing (Acknowledge the client’s

feelings)5. Taking Ownership (Fix the problem)6. The Power of Appreciation (Thank the client)


1. Responsive Service Clients expect knowledgeable service staff with

the ability to deliver the answers.

Clients don’t want to wait for service. They want their health care professional to arrive on time.


2. Effective Listening Skills

Listening means actively seeking to understand. Give complete attention! Don't multi-task Don't "half-

listen". Confirm your understanding. Listening to the hidden message (what they want, but

may not be expressing). Effective listening leaves the client and their family

members with the feeling of being heard and confident that you will be able to assist them with their requirements.


2. Effective Listening Skills Effective listening is particularly important as it

is one of the questions being asked when Customer Satisfaction Surveys are being done.

Discuss with your group, what can you do to

improve how you listen to your clients? How can you assess if it working and if your

client’s and family members feel like you are truly listening to their needs?


3. Effective Questioning

Call the client by name (i.e. Mrs. Smith). Personalize the conversation and establish

a relationship. Ask probing open-ended questions when

you arrive at a client’s house like: – “How are you doing today?” or “How may I

help you today?” When you leave don’t forget to ask “Is

there anything else I can do for you today?”


4. Empathizing

Create positive connection with your client and let them know that you care about how they feel.

Use responses such as, "I can appreciate how this situation can be frustrating”.

“I am so sorry to hear that happened.”“…Now that I better understand your needs, I feel more

comfortable asking you some specific questions that will help me better determine the best option for you”.


5. Taking Ownership

Assure the client that you can help, but only if you can.

Deliver what you say you will deliver! Review the care plan with your client. Highlight

areas that might be confusing. It is always better to address potential questions before they become issues later.

Do not make promises that you cannot keep!


6. The Power of Appreciation

Thank the client and their family! Remember the customer always has choices.


Case Studies

Review each case study.

With your group, document what you would do to resolve situation if you were the person in the scenario.

Keep in mind the principles of customer service that you just learned about.


Principles of Effective Customer Service for Challenging Situations

1. Responsive Service2. Effective Listening Skills3. Empathizing4. Effective Questioning5. Taking Ownership6. The Power of Appreciation


1. Responsive Service

Clients expect knowledgeable service staff and speedy issue resolution when something goes wrong for them.

Angry, upset, or disgruntled clients do not want to have to wait for a situation to be fixed – they want immediate engagement and action!


2. Effective Listening Skills Listen to understand rather than simply hearing. Give your complete attention. Don't multi-task.

Don't "half-listen". Confirm your understanding of the situation. Listen for hidden message (what they want, but may

not be expressing) occurs frequently when customer is angry about their experience.

Effective listening leaves clients feeling heard and confident that both you and your organization will deal with, and fix their problem.


3. Empathizing

Don't interrupt, explain, defend or justify. Avoid saying “I know how you feel.” You don’t! Remain calm and appreciate whatever inconvenience

and frustration has led to the situation. Disarm the situation by listening, empathizing and

paying attention. Maintain eye contact. Be confident of your expertise and your ability to

resolve the situation.


4. Effective Questioning Ask questions carefully and non-judgementally. Call the client by name - it makes it harder for

clients to attack you or remain intently angry. Ask them to walk you through situation. Use open-ended questions to help the client

express anger or frustration. Select key word in the complaint & restate issue

as question, “So you say that you were disappointed with the service you received from the previous PSW?”


5. Taking Ownership Apologize and mean it! Assure the client you will do your best to fix the

problem, but don’t make promises that you cannot keep.

Ask them, “how can you make things right?” or “what do you think would be fair?”

Remember most clients are reasonable people, looking for a reasonable solution and sense that you genuinely appreciate their displeasure.


6. The Power of Appreciation

Thank them! Without direct feedback organizations have

no idea if they are delivering the experience their clients want.

When clients inform an organization that they have failed they are offering priceless information on how to improve.

It's a rare client who will take the time & effort to offer feedback.


LearningTransfer Activity Each person will take turns assuming the following

roles:

– Employee– Client– Observer


C.A.R.E Philosophy

CARE PhilosophyCompassionBuild trust with clients and employeesListen to clients and employeesBe patientBe professional

AccountabilityDeliver on time (on budget)Listen effectivelyGather information RespectBe credible and trustworthyCommunicate clearly and honestly

ExcellenceGo above and beyond in everything you doExceptional service delivery

What do you notice about the C.A.R.E. philosophy and the principles of customer service you have learned about in this course?


1. How can we ensure that clients always believe that we are listening carefully to them?

2. How can we ensure that clients are always informed about when a field staff will arrive for a client visit?

3. What should be done if a field staff is going to be late for a client visit? How can we ensure that a client’s perception of CBI is not negatively impacted if we are late?

4. How can we ensure clients believe that their home health care providers always treat them with courtesy and respect?


5. How can we ensure we arrive on time for customer visits?

6. How can we ensure clients and their family’s recommend CBI to others who need home health care services?

7. What can we do to ensure that our clients rate the service we provide as excellent?


Action Plan

Document one thing you will do differently, based on what you learned today (page 12 in your Participants Guide).


Client Juggling Act

© Copyright Pathways Inc. All rights reserved. Customer Service Training 1.

Documents

Transcript of © Copyright Pathways Inc. All rights reserved. Customer Service Training 1.