CUSTOMER SERVICE

A Relationship for Success

Customer Service Is:

Complete Worksheet # 1 Where did you receive excellent customer service? Why was that service exceptional? What do customers like least about doing business

with your organization?

Communication Style

How important is communication to good customer service?

Does everyone communicate in the same style? Complete Worksheet 2 by circling ALL the words

that describe you when you are at WORK.

1

Critical

Indecisive

Systematic

Picky

Cautious

Precise

Careful

Diplomatic

Conscientious

Serious

Logical

Orderly

Accurate

Thorough

2

Pushy

Impatient

Tough

Dominating

Competitive

Brave

Assertive

Strong-willed

Independent

Practical

Decisive

Out-spoken

Goal-oriented

Persistent

3

Conforming

Unsure

Helpful

Satisfied

Cooperative

Easy-going

Patient

Supportive

Respectful

Considerate

Dependable

Agreeable

Approachable

Loyal

4

Manipulating

Optimistic

Talkative

Reacting

Egotistical

Out-going

Convincing

Ambitious

Extrovert

Enthusiastic

Sociable

Friendly

Creative

Charming

Communication Style

Draw 2 lines: one down the middle of the page & another through the center-between Careful and conforming and across forming 4 Quadrants

Count the circles in each Quadrant Which Quadrant has the most circles? 1,2,3,or 4? Turn the page to Handout #1

My Communication Style

Are you:1 Analytical2 Driver3 Amiable4 Expressive

Read about your style. Does it sound like you?

Communication with Different Styles

High Analytical High Driver High Amiable High Expressive

Worksheet 2

Understanding communication styles can be useful in customer service.

How does communication impact customer service?

Exceptional Customer Service

Benefits of Exceptional Customer Service:Goodwill in the communityCommunity support when real problems occurPride in your agency and your careerBetter working environment-internal and external

customer service Increased success with clients

What Customer’s Value Tangibles: Appearance of equipment and personnel Reliability: Ability to perform the expected service Responsive: Willingness to help customers Assurance: Knowledge and courtesy of employees and

their ability to convey trust and confidence Empathy: Providing caring, individualized

attention to customers

What Customers Want Dignity and Respect Dignity and Respect Services meet expectations Success Help with problems Treated as individuals Respect their self-image Respect their time Someone on their side Correct information

Put a Smile in Your Voice Turn to the person next to you Decide who will be the caller and will answer Turn your back to each other With a frown on your face, introduce yourself to

your partner: tell them your name and ask them if you can do anything to help them

Now with a smile on your face, ask the same Can you tell a difference?

Tools of the Telephone Business Be Direct Be Helpful Be courteous when screening calls Be careful with transfers Be knowledgeable Offer an explanation for delay Thank the caller Take good messages

Customer Service Barriers Company policy may inhibit Job specialization Lack of coordination between departments Decision making power is remote Arbitrary policies-inflexibility Top priority is cost cutting Indifferent employees Not enough creative problem solving Failure to listen to customers

Service Recovery

Mistakes are made. What angers customers is the way the mistake is handled

70% of disgruntled customers will return if the business apologizes for an error

95% will return if the frontline employee recovers impressively

What is “Service Recovery?”

Make it easy and convenient for customers to complain

Identify unhappy customers before they complain or go away

Turn mistakes into positive service stories Keep track of reasons customers complain so

problems can be eliminated

Service Recovery Steps

Apologize Listen and Empathize Fix he Problem Offer Atonement Keep your Promises Follow up

My Customer Service Plan

Plan for improving INTERNAL customer service with my co-workers

Plan for improving EXTERNAL customer service with my customers