Customer Service iSpeak Foundation Series Month day, 2012 Instructor Name
Www.iSpeak.com Proprietary and Confidential Customer Service iSpeak Foundation Series Month day,...
56
www.iSpeak .com Proprietary and Confidential Customer Service iSpeak Foundation Series Month day, 2012 Instructor Name
-
Upload
nathaniel-ruiz -
Category
Documents
-
view
214 -
download
0
Transcript of Www.iSpeak.com Proprietary and Confidential Customer Service iSpeak Foundation Series Month day,...
www.iSpeak.com
Proprietary and Confidential
Customer Service
iSpeak Foundation SeriesMonth day, 2012Instructor Name
www.iSpeak.com
Proprietary and Confidential
Agenda
• Introductions – What do you want to learn?
• Itinerary
• Ground Rules
–Phones on Silent
–Ask Questions
–Participate & Respect others
–Respect our schedule
www.iSpeak.com
Proprietary and Confidential
Satori
www.iSpeak.com
Proprietary and Confidential
Customer ServiceUnit One: Foundation of Customer Service
www.iSpeak.com
Proprietary and Confidential
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
www.iSpeak.com
Proprietary and Confidential
Exercise: Customer Service True / False
www.iSpeak.com
Proprietary and Confidential
What do customers want?
“There are no traffic jams along the extra mile.” - Roger Staubach
• Reliable
• Responsive
• Knowledgeable
• Empathic
• Professional
www.iSpeak.com
Proprietary and Confidential
Levels of Service
www.iSpeak.com
Proprietary and Confidential
Cards
www.iSpeak.com
Proprietary and Confidential
Cards
www.iSpeak.com
Proprietary and Confidential
Internal Customer Service
• Show up to meetings on time
• Take responsibility
• Communicate effectively
• Display courtesy
• Value honesty
• Be organized
• Share information and ideas freely
www.iSpeak.com
Proprietary and Confidential
Customer Service Model
www.iSpeak.com
Proprietary and Confidential
Satori
www.iSpeak.com
Proprietary and Confidential
Customer ServiceUnit Two: Greeting
www.iSpeak.com
Proprietary and Confidential
Moments of Truth
• Each interaction is a “brush stroke”
• Paint the customers perceptions over time
• Their perception is their reality
www.iSpeak.com
Proprietary and Confidential
First Impressions
What do you see? How old is this woman?
www.iSpeak.com
Proprietary and Confidential
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?”
www.iSpeak.com
Proprietary and Confidential
Communication Factors
www.iSpeak.com
Proprietary and Confidential
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
www.iSpeak.com
Proprietary and Confidential
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..
www.iSpeak.com
Proprietary and Confidential
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
www.iSpeak.com
Proprietary and Confidential
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
www.iSpeak.com
Proprietary and Confidential
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
www.iSpeak.com
Proprietary and Confidential
Exercise: Communication Techniques
www.iSpeak.com
Proprietary and Confidential
Satori
www.iSpeak.com
Proprietary and Confidential
Customer ServiceUnit Three: Listening & Questioning
www.iSpeak.com
Proprietary and Confidential
Customer Service Model
www.iSpeak.com
Proprietary and Confidential
Exercise: Listening
A
BC
D E
F
G
www.iSpeak.com
Proprietary and Confidential
Communication Elements
www.iSpeak.com
Proprietary and Confidential
Types of Listening
• Passive – Not listening at all
• Selective – In and Out of the conversation
• Active – Actively participating
www.iSpeak.com
Proprietary and Confidential
Active Listening
• Focus
• Take Notes
• Paraphrase
• Verbal Prompts
• Ask Questions
• Test Yourself
www.iSpeak.com
Proprietary and Confidential
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?”
www.iSpeak.com
Proprietary and Confidential
Exercise: Asking Questions
www.iSpeak.com
Proprietary and Confidential
Exercise: Listening and Questioning
www.iSpeak.com
Proprietary and Confidential
Satori
www.iSpeak.com
Proprietary and Confidential
Customer ServiceUnit Four: Responding
www.iSpeak.com
Proprietary and Confidential
Customer Service Model
www.iSpeak.com
Proprietary and Confidential
Responsive C.A.R.E.
• Credible
• Appreciative
• Reliable
• Empathetic
www.iSpeak.com
Proprietary and Confidential
Exercise: Responsive C.A.R.E.
www.iSpeak.com
Proprietary and Confidential
Challenging Customers
• Demanding
• Emotional
• Deceptive
• Challenged
• Friendly
• Arrogant
• Angry
www.iSpeak.com
Proprietary and Confidential
Dealing with Challenges
Listen &Question
Bridge
Respond
DefuseListen &Question
Bridge
Respond
Defuse
www.iSpeak.com
Proprietary and Confidential
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
www.iSpeak.com
Proprietary and Confidential
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
www.iSpeak.com
Proprietary and Confidential
Exercise: Defusing Challenging Customers
www.iSpeak.com
Proprietary and Confidential
Customer ServiceUnit Five: Resolving
www.iSpeak.com
Proprietary and Confidential
Customer Service Model
www.iSpeak.com
Proprietary and Confidential
Taking Ownership and Follow-up
• Accept responsibility
• Action item review
• Debrief on the phone call
• Verbal appreciation
• Other methods of appreciation
www.iSpeak.com
Proprietary and Confidential
Generating Solution Alternatives
www.iSpeak.com
Proprietary and Confidential
Personal Motivation
• Benefits of Motivation
• Expect the best
• Avoid the ANTs– Automatic
– Negative
– Thoughts
www.iSpeak.com
Proprietary and Confidential
Satori
www.iSpeak.com
Proprietary and Confidential
Customer ServiceImplement to Improve
www.iSpeak.com
Proprietary and Confidential
iSpeak Learning Methodology
“Knowing is not enough; we must apply. Willing is not enough; we must do.” - Johann Goethe
www.iSpeak.com
Proprietary and Confidential
Satori
www.iSpeak.com
Proprietary and Confidential
Kaizen
www.iSpeak.com
Proprietary and Confidential
Continue Your Learning At iSpeak University!
www.ispeak.com/ispeak-university
Reinforcing Video Shorts Download Tools
