1 ST TEAM PROJECT SST 3203 CUSTOMER SERVICE Team Members Lisa
Sheldon Micheal Ramsey Trent
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The following is our teams top 6 chosen items that we felt
should be found in a customer service rubric. How can you measure
Quality Customer Service?
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RUBRIC 0123 AppearancePajamas, Grunge, Inappropriate Casual,
Not appropriate Proper dress, not hygienic Clean and professional
Body Language Slouch - close body - signal desire to leave Leaning
back, fidgeting, getting in customer's space Defensive position
Open arms, stand tall, lean forward
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RUBRIC CONTINUED 0123 ListeningBlank face, no eye contact
Random glance, few comments Some eye contact, but not fully
engaging with the customer Eye contact 90% of the time, rephrase,
nod ToneMonotone, robotic, disrespectful Communicati ng, but no
feeling, don't care Listening, talking, but rushed Lots of voice
fluctuation, upbeat attitude
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RUBRIC CONTINUED 0123 ProfessionalismUnprepared, late,
inappropriate On time, distracted, not focusing on customer Mostly
prepared, disorganized, fumbling Subject Knowledge Making it up as
they go Some knowledge, but rely on support for answers Knows most
information, but not memorized, relies on notes Can answer any
question
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OUR TRAINING TODAY 0123 ProfessionalismUnprepared, late,
inappropriate On time, distracted, not focusing on customer Mostly
prepared, disorganized, fumbling Prepared, organized, genuine Will
focus on:
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PROFESSIONALISM It doesnt take the consulting of your crystal
ball to know who your number one asset is!
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THE CUSTOMER Without them you find yourself here!
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CUSTOMER SATISFACTION Requires 100% of your attention. In
Public OnlinePhone Step 1 Never stop communicating with your
customer!
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KEEP FILES UPDATED Step 2 Always update your customer
relationship management files. You will understand your customers
needs. Important dates. Past history Future possible needs Best
method of contact
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PRODUCT KNOWLEDGE Step 3 You must know your product inside and
out. It gives you the ability to: Answer all your customers
questions with confidence. Turn product features into benefits.
Ability to overcome product misunderstandings.
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WHEN MEETING Step 4 Be Punctual & Prepared Even better, be
early to allow yourself more time to prepare. If being late cant be
avoided, call your customer in advance, it shows respect for their
time. Have all presentation material out and ready. Prepare and
rehearse all material in advance.
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RESPECT YOUR CUSTOMER Step 5 Confidentiality Your customers
information is private and highly privileged information entrusted
to you. Entertaining or spreading rumors about your customer will
end your relationship. To gain their trust you yourself must be
trustworthy
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BRING MORE Step 6 Circumspection Be cautious and prudent. Read
between the lines. Diplomatic Resolve not create or encourage
conflict. Have a contingency plan.
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ATTENTION! Step 7 Focus on the customer Face the customer.
Eliminate all distractions. Stay on task. Dress for the occasion to
avoid embarrassing your customer. Ask open ended questions to
better understand your customer.
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ARE YOU LISTENING? Step 8 Actively Listen Make eye contact. Nod
to show your listening. Rephrase questions. Tone of voice.
http://www.kantola.com/Listening-Under-Pressure-PDPD-52-K.aspx
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CONCLUSION Customer satisfaction requires 100% of your
attention 1. Never stop communicating with your customers. 2. Keep
updated Customer Relationship Management files. 3. Know your
product inside and out. 4. Be punctual and prepared. 5.
Confidentiality. 6. Circumspection. 7. Focus on your customer. 8.
Actively listen.