CUSTOMER SERVICE FOR THE 21 ST CENTURY CACCRAO – Shairon Zingsheim.
Transcript of CUSTOMER SERVICE FOR THE 21 ST CENTURY CACCRAO – Shairon Zingsheim.
![Page 1: CUSTOMER SERVICE FOR THE 21 ST CENTURY CACCRAO – Shairon Zingsheim.](https://reader035.fdocuments.in/reader035/viewer/2022062423/5697bf7b1a28abf838c837b3/html5/thumbnails/1.jpg)
CUSTOMER SERVICE FOR THE 21ST CENTURY
CACCRAO – Shairon Zingsheim
![Page 2: CUSTOMER SERVICE FOR THE 21 ST CENTURY CACCRAO – Shairon Zingsheim.](https://reader035.fdocuments.in/reader035/viewer/2022062423/5697bf7b1a28abf838c837b3/html5/thumbnails/2.jpg)
Who are our customers?
We must first know “WHO” are the people we serve.. In order to serve them
High School Students Recent High School graduates Students who don’t want to attend a CC but
may be forced to… Re-entry Students Continuing students Parents Internal All 4 Generations: Veterans; Baby Boomers,
Xers and Nexters
![Page 3: CUSTOMER SERVICE FOR THE 21 ST CENTURY CACCRAO – Shairon Zingsheim.](https://reader035.fdocuments.in/reader035/viewer/2022062423/5697bf7b1a28abf838c837b3/html5/thumbnails/3.jpg)
WHAT TYPE OF SERVICE ARE THEY USED TO GETTING?
Fast… On the spot.. Hearing – YES – SURE….WHY NOT? All their needs met…. Full attention… Personalized…
![Page 4: CUSTOMER SERVICE FOR THE 21 ST CENTURY CACCRAO – Shairon Zingsheim.](https://reader035.fdocuments.in/reader035/viewer/2022062423/5697bf7b1a28abf838c837b3/html5/thumbnails/4.jpg)
WHAT DO THEY WANT FROM US? They want us to listen.. They want us to read their minds…. They want us to say YES.. They want us to make deals… They don’t want to hear NO…
![Page 5: CUSTOMER SERVICE FOR THE 21 ST CENTURY CACCRAO – Shairon Zingsheim.](https://reader035.fdocuments.in/reader035/viewer/2022062423/5697bf7b1a28abf838c837b3/html5/thumbnails/5.jpg)
CAN WE DELIVER WHAT THEY WANT?
Is it realistic to think we can serve each and every customer with their uniqueness?
How has the economy affected your workplace?
What are some ways we can serve customers without compromising the level of service?
What things have to change in order for us to weather this economy and not lose our minds?
![Page 6: CUSTOMER SERVICE FOR THE 21 ST CENTURY CACCRAO – Shairon Zingsheim.](https://reader035.fdocuments.in/reader035/viewer/2022062423/5697bf7b1a28abf838c837b3/html5/thumbnails/6.jpg)
How is the economy changed the “face” of our customers?
Less disposable income.. Have to work and go to school.. May be homeless… School may be their final attempt to
make things better… Juggling several components..kids, job,
aging parents..
![Page 7: CUSTOMER SERVICE FOR THE 21 ST CENTURY CACCRAO – Shairon Zingsheim.](https://reader035.fdocuments.in/reader035/viewer/2022062423/5697bf7b1a28abf838c837b3/html5/thumbnails/7.jpg)
What is our response?
We have chosen this profession for a reason.
We want to help, we want to solve problems, we want to make things happen in a positive way.
We want to say YES… We want to make things easy.
We want to give them hope.
We want to encourage them.
We want them to return.
We want them to be successful.
![Page 8: CUSTOMER SERVICE FOR THE 21 ST CENTURY CACCRAO – Shairon Zingsheim.](https://reader035.fdocuments.in/reader035/viewer/2022062423/5697bf7b1a28abf838c837b3/html5/thumbnails/8.jpg)
Techniques for coping
Choose your attitude Be interested in them LISTEN… with your ears and your heart Make eye contact Positive Body Language Smile Don’t rush Follow up
![Page 9: CUSTOMER SERVICE FOR THE 21 ST CENTURY CACCRAO – Shairon Zingsheim.](https://reader035.fdocuments.in/reader035/viewer/2022062423/5697bf7b1a28abf838c837b3/html5/thumbnails/9.jpg)
Taking care of yourself
Signs of Stress: Fatigue Headaches Intestinal distress Depression Anxiety Unusual/Frequent errors
![Page 10: CUSTOMER SERVICE FOR THE 21 ST CENTURY CACCRAO – Shairon Zingsheim.](https://reader035.fdocuments.in/reader035/viewer/2022062423/5697bf7b1a28abf838c837b3/html5/thumbnails/10.jpg)
What to do if you are stressed Recognize the signs of stress Take a walk Reflect on what has happened Let your supervisor know you need a
break Take a mental health day Learn a quick relaxation process
![Page 11: CUSTOMER SERVICE FOR THE 21 ST CENTURY CACCRAO – Shairon Zingsheim.](https://reader035.fdocuments.in/reader035/viewer/2022062423/5697bf7b1a28abf838c837b3/html5/thumbnails/11.jpg)
Defusing Anger and Aggression Listen Empathize
Use empathetic phrases “I understand how frustrating this can be” “I know what you mean” “This must be very upsetting” “I hear what you are saying” “I understand why you feel this way”
![Page 12: CUSTOMER SERVICE FOR THE 21 ST CENTURY CACCRAO – Shairon Zingsheim.](https://reader035.fdocuments.in/reader035/viewer/2022062423/5697bf7b1a28abf838c837b3/html5/thumbnails/12.jpg)
Defusing Anger and Agression Don’t return aggression Admit mistakes Accept responsibility Take action to solve the problem
![Page 13: CUSTOMER SERVICE FOR THE 21 ST CENTURY CACCRAO – Shairon Zingsheim.](https://reader035.fdocuments.in/reader035/viewer/2022062423/5697bf7b1a28abf838c837b3/html5/thumbnails/13.jpg)
Staying Calm under pressure IS possible Adopt the”triage” attitude Depersonalize the interaction Focus on the core cause and the
appropriate action
![Page 14: CUSTOMER SERVICE FOR THE 21 ST CENTURY CACCRAO – Shairon Zingsheim.](https://reader035.fdocuments.in/reader035/viewer/2022062423/5697bf7b1a28abf838c837b3/html5/thumbnails/14.jpg)
The Loud – Irate - Customer PRACTICE – How to handle the disruptive
customer ASSESS the situation Listen Speak in a tone much lower than the customer Check to see if you can get assistance from
your co-workers to take over the other customers
Keep eye contact Listen Move the customer to a less open space
![Page 15: CUSTOMER SERVICE FOR THE 21 ST CENTURY CACCRAO – Shairon Zingsheim.](https://reader035.fdocuments.in/reader035/viewer/2022062423/5697bf7b1a28abf838c837b3/html5/thumbnails/15.jpg)
Practice
Show interest CLARIFY the issues Stay calm If there is a conference room available – ask the
customer to come in Listen Offer the customer some water EVALUATE alternative approaches Respond with good or bad news Listen SOLVE THE PROBLEM
![Page 16: CUSTOMER SERVICE FOR THE 21 ST CENTURY CACCRAO – Shairon Zingsheim.](https://reader035.fdocuments.in/reader035/viewer/2022062423/5697bf7b1a28abf838c837b3/html5/thumbnails/16.jpg)
DEBRIEF
What happened What worked What would you have done differently