Exceptional Customer Service: Putting People First in the ...
Transcript of Exceptional Customer Service: Putting People First in the ...
TheConsul+ngTeam,LLC May5,2017
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Exceptional Customer Service: Putting People First in the Public Sector
Craig Harrison Trainer, The Consulting Team, LLC
Before Take-Off
Please turn electronic devices to airplane mode
Who has a Good Customer Service story?
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Goals ▪ Build positive
customer relationships
▪ Learn customer service tools
▪ Network with peers and trade best practices
Customers: Internal and External
Service begins from the inside out.
Customer Service is not a department
it’s an attitude.
Customer Service Tools With a Track Record
• Moments of Truth • Personal / Procedural Model • Values • Listening
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In your small group, describe 1 or 2 examples of poor service: • Have 1 or 2 participants briefly describe an
experience in which they received poor service. – What made it poor? – How did you feel as a recipient of poor service?
Small Group Activity
List Attributes of Poor Service: 1. 2. 3. 4.
In your small group, describe 1 or 2 examples of great service: • Have 1 or 2 participants briefly describe an
experience in which they received great service. – What made it good? – How did you feel as a recipient of amazing
service?
Small Group Activity
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List Attributes of Great Service:
1. 2. 3. 4.
Unhappy Customers 96% of unhappy customers will never complain to you about rude or discourteous treatment…
…BUT each of those unhappy customers will tell their story to at least 9 others!
When Things Go Wrong… It takes 12 positive experiences
to make up for one negative.
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Customers, Stakeholders, & Service Definitions
Stakeholders
Government Agencies
Citizens, Voters,
the Public
Suppliers
Employees
Clients
Your Organization
Who else are your
customers and
stakeholders?
Partners
Stakeholder Template
Stakeholder’s name: ▪ What do you need
from them? ▪ What do they need
from you? ▪ How could you improve
service to them? ▪ What gets in the way?
Customers, Stakeholders, and Service Definitions
Customer Service is… Whatever enhances customer satisfaction through meeting their expectations and needs.
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Balancing Service with Regulations
The Balancing Act: Personal-Procedural Model
Procedural Level (WHAT)
Any Transaction is a BALANCING ACT
Personal Level (HOW)
Personal or Procedural? • Review your listed characteristics
of great service
• Label as either PERSONAL or PROCEDURAL
• Where do we have the most control?
Balancing Discussion
What do you find most difficult to change that impedes good service? (Attitudes, people, requirements, regulations, etc.)
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E-mail Break – Pass us your card for a drawing
for a free book – Write #1 if you would like our free
articles – Write #2 if you would like more
information on our trainings
Moment of Truth: …Any time the customer comes in contact with any aspect of the organization and uses it to judge the quality of service the organization provides.
List typical points of contact (MOT)
• Phone call for information
• Counter visit
• Email Inquiry
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MOT Worksheet
Standard Annoying Enhancing
Calming Language 1. I want to help you. I need you to tell me
one more time. 2. Your concern is important to us/me. 3. I understand it’s frustrating. 4. Thank you for waiting. 5. How can I help? (right now) 6. What would you like me to do?
Calming Discussion
What are examples of words you use to calm down upset customers?
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Customer Service Reflection • What’s already working in your organization that
supports excellent service? Your successes?
• What are some specific examples of what your organization is doing right now?
• Give examples of how excellent service aligns with your organization’s strategic plan? Is it part of the organization’s Vision? Mission? Values?
• How does your organization reinforce these?
Meeting Customer Needs at L.A.S.T.
L. Listen A. Acknowledge or Apologize S. Solve T. Thank
Diffusing Difficult Situations
• Tell your partner about a difficult customer interaction that you have had.
• Now, replay that interaction, using L.A.S.T.
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Listening Strategies
• Don’t interrupt • Put yourself in others’ shoes • Monitor your “hot buttons”
Partner Interruption-Free Listening
• Agree on a topic…about work • Discuss it for 5 minutes following this
one rule: Count 2 seconds after
the other person stops talking before you start talking
Organization Service Values
• Name the service values of your organization, for example: ▪ Helpfulness ▪ Expertise ▪ Attentiveness ▪ Respect ▪ Timeliness
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Sample Core Value Statements • To help improve the quality of life for all
county residents
• To hire, train, and support the most qualified staff
• To provide assistance and aid to those who have been victimized by crime
Write Value Statements
• Select a couple of values
• Draft some value statements
• Choose your favorite
Recognition Discussion
• What means of recognition do you use?
• What incentives work?
• Give examples of successes
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Best Practice Models The Balancing Act: Personal-Procedural Moments of Truth Values Listening
Choices
“I discovered I always have choices and sometimes
it’s only a choice of attitude.”
—Judith M. Knowlton
Small Group Discussion
Discuss what you’ve learned today.
What ideas do you plan to implement?
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Leadership Tips
Nov/Dec 2015 : How to Deal with Difficult Personalities
Jul/Aug 2015 : Are Your Employees Being Bullied?
March 2014 : Emotional Intelligence Reconcilable Differences: Resolving Conflict in Tough Times
www.TheConsultingTeam.com/Newsletters.htm
FREE Leadership Tips
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The Consulting Team, LLC
About THE CONSULTING TEAM, LLC • Our clients include universities, professional
firms, over 100 companies, and over 50 local government agencies.
• We provide coaching, training, conflict mediation, and facilitation to help solve really difficult organizational challenges and people problems.
• 98% of our business is repeat and / or referral
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Craig Harrison (510) 604-0664
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