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Customer Service & Conflict Resolution Training
- 1. Customer Service & Conflict Resolution Presented by: Andrea Estes Chief Compliance & Safety Officer
- 2. Introduction • Statistics about Customer Service (It’s more important then you may realize) • Why it is vital to the success of any business • Telephone Etiquette • 7 Essential steps of good phone etiquette • Basic Customer Service skills • Six rules of effective Customer Service • Conflict Resolution aka Anger Management skills • Ways to handle “angry/difficult” customers.
- 3. Training Outline • Lesson 1: Statistics on how customer service impacts business • Lesson 2: Telephone Etiquette • Lesson 3: Six rules of an effective Customer Service Representative (CSR) • Lesson 4: Conflict Resolution a.k.a. Anger Management
- 4. Lesson 1: Facts & Statistics On Customer Service (CS) • Statistics on customer service • Some more facts • Avoiding losses by good CS • Cost of obtaining a new patient
- 5. Lesson 1: SOME STATISTICS ON CUSTOMER SERVICE • CS Statistics – Did you know? • Companies lose more business due to poor CS then by products or prices • 89% of customers are willing to pay more for good customer service • 68% of consumers leave because they feel mistreated • It can cost in upwards of 5x more to obtain new customers then retain them
- 6. Lesson 1: SOME MORE STATISTICS • By maintaining customer base we can avoid losses by 25-85% • The average business doesn’t hear from 96% of their unhappy customers • 50% of customers will wait 1 week for a resolution before going elsewhere • Happy customers tell an average 5 people of their experience vs. 10 people when they are unhappy
- 7. Lesson 1: COST OF OBTAINING NEW PATIENTS • Lab Referrals • Approximately $150-300 per patient • Internet Leads • Approximately $200 per patient • Cost To Retain A Patient • Resolution of an issue and great service
- 8. Lesson 1: Wrap-up To summarize ~ • It costs A LOT of resources to obtain a patient • It costs even more to lose a patient • Unhappy patients will tell their story to 2x as many people then satisfied patients • Most people are willing to pay for good service • Questions
- 9. Lesson 2: Telephone Etiquette TIPS ON ETIQUETTE The DO’s & DON’Ts on Telephone Etiquette
- 10. Lesson 2: Telephone Etiquette TIPS ON ETIQUETTE DO’s ~ • If on the receiving end of a call • Answer within 2 rings • Always identify yourself using a proper greeting and/or script • Inbound or Outbound • Convey enthusiasm • Use a warm, courteous & helpful tone • Smile when you are talking–the patient can see this Believe it or not body language counts
- 11. Lesson 2: Telephone Etiquette TIPS ON ETIQUETTE DO’s ~ • Say their name at least 2 times during the call • Keep your patient informed • Always wait for the other person to hang up FIRST before disconnecting the call
- 12. Lesson 2: Telephone Etiquette TIPS ON ETIQUETTE DONT’s ~ • DO NOT eat, drink, chew gum, smack your lips, talk to a co-worker, etc. • EVER – Period • Do not tell a patient that is not your job • Instantly puts them in a ‘bad mood’ • Do not tell a patient that something cannot be done due to internal policy • It comes off as rude & a poor excuse
- 13. Lesson 2: Telephone Etiquette TIPS ON ETIQUETTE DONT’s ~ • Never interrupt a patient – EVER • The simple act of listening helps makes the patient feel valued • Don’t transfer a patient without first telling them & WHY • Always ask than act • Try to do a warm transfer every time
- 14. Lesson 2: Wrap-up PHONE ETIQUETTE • DO NOT eat, drink, chew gum during a phone conversation • Do Not interrupt a patient EVER • Do Not place blame on your colleagues • Do Not transfer a patient without first telling them • Do announce yourself & use the patients name at least 2x • Do be courteous and polite when speaking • Do sit up & “smile” • Do wait for the other end to hand up first ~ ALWAYS
- 15. Lesson 3: Becoming a Successful CSR (Customer Service Representative) • External customers vs. internal customers • Six rules of an effective CSR • Learning how to apply the six rules • CSR “Role-play” demonstration • The proper way vs. the improper way of handling an upset patient • Wrap Up
- 16. External vs. Internal Customers WHAT’S THE DIFFERENCE • Internal customer • Your co-workers, peers, colleagues, other departments, etc. • External customer • Anyone you are dealing with outside of your place of employment • Patients, doctors, labs, etc.
- 17. Rule # 1 HAVE A POSITIVE ATTITUDE • BE POLITE, POSITIVE & ENTHUSIASTIC • The # 1 complaint among consumers is the lack of politeness • Speak clearly & slowly without sounding aggressive • Take full responsibility for your job • Never take the “that’s not my job attitude”
- 18. Rule # 2 KNOW YOUR PRODUCT OR SERVICE • Have manuals, policies-procedures (P&P) and notes available to you • Soon you can created your own Data Base, based off your experiences over time • Attend Product Training Classes • It is of utmost importance to find the answer fast!!
- 19. Rule # 3 LISTEN TO THE PATIENT • MUST LISTEN ATTENTIVLEY & COMPLETELY • Allow the person to VENT • Most people just want to be heard • Most consumers will not listen to you until they are finished saying what they want • Never assume what the person is talking about until they are DONE explaining their situation • Ask questions if you don’t fully understand what person is expressing or stating • Then walk them through the complete process or resolution
- 20. Rule # 4 MAINTAIN COMMUNICATIONS • We must be able to establish & maintain clear communications • The best way to keep a patient is to inform them of everything that is happening • NEVER wait for the patient to call you after the target time
- 21. Rule # 5 SOLVE THE PROBLEM • Do not quit until the problem is acceptably resolved • Then ask if there is anything else you can do for them • If you are unable to provide a resolution ~ “Move It Up ↑ The Chain of Command” • Bottom line is to solve a patients problem & make them happy
- 22. Rule # 6 ALWAYS FOLLOW UP • If possible ~ follow up within 24-48 hours to ensure the correction has taken place & they are happy • The patient is more likely to place another order or buy more product • Solely based on the CSR’ ability to solve their problem, provide a resolution & follow-up to ensure the desired end results • By doing this you are making a customer for life
- 23. Lesson 2: Wrap-up The Six Rules of an Effective Customer Service Representative 1) Have a positive attitude 2) Know your product or service 3) Listen to the patient 4) Maintain communications 5) Solve the problem 6) Always follow up with the patient
- 24. Lesson 3: CONFLICT RESOLUTION aka ANGER MANAGEMENT • How anger directly affects your health • Simple effective ways of calming yourself down • “How to handle a “hostile” situation between you and a patient, internal/external customer • Disconnecting when the call is over • Wrap Up
- 25. Anger Effects Your Health 7 WAYS ANGER AFFECTS YOUR HEALTH Anger affects your physical health & anger reactions can be pretty harmful to your health. • Anger weakens your immune system • Angry outbursts put your heart at risk • 3x higher risk of having a stroke • Worsening of Anxiety • Anger is linked to depression • Hostility hurts your lungs • Anger can shorten your life Copyright © 2016 Everyday Health Media, LLC
- 26. Controlling Your Anger SIMPLE WAYS TO CONTROL YOUR ANGER • Control your breath • Consciously relax your muscles • Get it out • Put your anger into context • Go outside & connect to nature & walk • Exercise!! • Meditation (my personal favorite) • Become aware of your anger – “witness” it
- 27. Defusing Hostile Situations LISTEN TO EMOTION WITHOUT EMOTION • Listen to emotion without emotion & remain calm • Let the customer know you are truly listening The art of quiet and thoughtful listening makes the consumer feel that what they’re saying to you is truly important. And asking a closed-ended question such as “is this correct?” will hopefully lead to a calming keyword: “yes.”
- 28. Defusing Hostile Situations APOLOGIZE & SHOW APPRECIATION • Apologize- • Without excuses or blame • It makes the customer feel heard & understood & diffuses anger & lets you begin to reestablish trust “I apologize. That must have been very frustrating for you;” “I appreciate you telling me your concerns,” or “I’m sorry we’ve let you down on this issue. I will do everything in my power to get this quickly resolved.”
- 29. Defusing Hostile Situations EMPATHIZE-SYMPATHIZE • Show empathy & sympathy • Put yourself in “their shoes” & show some compassion for what they are going through (works every time) “That must have been very frustrating for you”; I realize the wait you encountered was an inconvenience”; If I was in your shows, I’m sure I’d feel just as you do”(my fave)
- 30. Defusing Hostile Situations FIND A SOLUTION - FAST • Find a solution – • While placing the patient first, the problem second “What I’ll do right now is…”; “Let me see how I can fix this, ____”; “I am more than happy to help you, ____”; “I recommend that you (insert action here), Sir/Madam, so that I can take further action without delay.”
- 31. Defusing Hostile Situations FOLLOW-UP • Follow Up • Demonstrate compassion & attentiveness after a problem has been resolved – shows you care • Helps retain & gain customers “Are you satisfied with our solution, and will you consider doing business with us in the future?”; Is there anything else that I can help you with while I have you on the phone?”; Thank you “Customer service is the new marketing.” – Derek Sivers, CD Baby
- 32. Lesson 4: Wrap-up • Anger & how you react to it, plays a big role in your overall physical & mental health, even how you are expected to live • There are a variety of simple ways to control how anger affects you that can be practiced almost anywhere & at any time • There are easy proven ways and phrases to calm a “hostile patient” & if they refuse to calm down, you know how you professionally end the call • Disconnecting at the right time can make a difference between a successful call or a frustrated patient who has to call back because they had that ‘one last question’
- 33. Summary of Training • We learned some important stats on how customer service (CS) plays a huge role in retaining customers/patients/clients etc. • Good Telephone Etiquette • Valuable Customer Service skills for In & Out of the workplace • Conflict Resolution ~ Anger Management
- 34. RESOURCES • Resources ~ 75 Customer Service Facts, Quotes & Statistics ~ Help Scout https://www.helpscout.net/75-customer-service-facts-quotes-statistics/ Stress Management Strategies ~ WellCast https://www.youtube.com/watch?v=0fL-pn80s-c Anger Management Techniques ~ WellCast https://www.youtube.com/watch?v=BsVq5R_F6RA&list=PLD- 6jALTAhzxMh4SmEQkO-IZU-nnvIaPY
- 35. RESOURCES 7 Steps For Dealing With Angry Customers ~ Forbes.com ~ http://www.forbes.com/sites/miketempleman/2016/09/07/content-marketing- strategies-for-specific-industries-saas/#4ddf41ae2ce2 10 Powerful Steps to Defuse Angry Customers ~ John Mehrmann ~ http://www.businessknowhow.com/marketing/diffuse-anger.htm Yonyx – Telephone Etiquette in Customer Service – dos and don’t http://corp.yonyx.com/customer-service/telephone-etiquette-customer-service-dos-dont 5 Essential Tips for Excellent Call Center Etiquette by Caitlin Burge http://www.avoxi.com/blog/5-essential-tips-for-top-notch-call-center-etiquette/
Hinweis der Redaktion
- How presentation will benefit audience: Adult learners are more interested in a subject if they know how or why it is important to them. Presenter’s level of expertise in the subject: Briefly state your credentials in this area, or explain why participants should listen to you.
- Lesson descriptions should be brief.
- This means that consumers are willing to “pay” for good service. Example: In & Out Burgers- We are all willing to wait nor even mind the wait in line for that extra great burger we all love- why because we know the QUALITY of what we are about to eat. If we have an average 16 losses per day – 68% are due to poor service OVER HALF are leaving due to 100% preventable reasons. The more losses we avoid the more that can go into the company.
- A major part of interactions still happen over the phone between customers and companies & it’s becoming increasingly important for the staff to upgrade their etiquette & presentation over the phone – THIS IS TRUE – PHONE SKILLS ARE IMPORTANT….. Using a proper greeting will let the pt know that they called the right place, who they are talking to & how you answer will set the tone for the rest of the call The same goes for outbound calls as well they need to know who they are talking to helps to get you to right person for help So we need to make sure that our patients feel special & now that we actually really do care – We have to remember that we are dealing with patients that have a serious condition & just because we are not in a hospital or doctors office setting it is just as important to treat them on the phone as if we were – this is how we would expect to be treated if we were a pt in a hospital or doctors office A warm & helpful courteous voice has the ability to build customer loyalty while rude & abrasive phone manner will drive customers away to the competition By showing good phone etiquette between to all callers not only enhances the customer experience, it builds a companies reputation of having high customer service standards & this means ‘more money in the pocket’ You are NEVER allowed to make a pt feel like they are interrupting your work……
- Keeping your pt informed- One of the key performance indicators of customer support-focused call centers is first call resolution. But, sometimes, you can’t fix the problem right away. If you know that you can’t resolve a customer’s problem during the call, it is important to be clear and specific about the next steps you’re going to take on their behalf. **Tell the customer exactly what you are going to do, and how long it will take for their issue to be taken care of.** And don’t forget—always give yourself or your team more time than you think will be necessary. If you fix the problem is less time than you initially quote, you’ll have a loyal and happy customer. If it takes longer, the problems begin. “under promise, over deliver”
- Eating or chewing gum, drinking is rude -This is true for any phone conversation and is extremely rude & irritating & does not go down well in any situation Telling a pt that is not your job comes across as rude A pt does not really care about the internal policies of a company & it comes off as rude & a poor excuse -if you are unable to come to a solution for the pt the call needs to be transferred to someone who can help & fix the problem or find an alternative solution – a lead, supervisor, myself etc.
- As hard sometimes as it may be to listen to a whiny complaining pt- DO IT – you need to know the whole problem-this will help you come to a faster resolution Never ever transfer a pt without first telling them – and why – this is ultra important – DO A WARM TRANSFER every time- Always ask first, this goes for transfers, placing them on hold, etc. This means staying on the line & giving the next rep a brief background of pt’s situation/issue & GIVE THEM ALL OF THE PT’s INFORMATION This is going to save the pt the frustration of having to be transferred in the first place Again this is building the pt’s feeling that we really do care & want to resolve their issue We want to offer a one call resolution every time
- Let them ask questions
- Internal customer are the ones that you work with on a daily basis.. Co-workers, peers, colleagues. However you want to put it– they are your CUSTOMERS as well. It is just as important to treat our internal customers just as good as our external customers.
- Being polite seems like it would be common sense, but it is very easy to be rude and unhelpful when you are not in front of someone face to face Not being polite is the # 1 complaint that 100% preventable!!! When speaking, talk so they can understand you- not sounding condescending or rude implying they are “dumb” and talking them as if they had a hearing disability. You do not know what that person on the other end is going through- Always always always take full responsibility for your call Make sure the person gets to the correct person if you are not it. Do WARM transfers --- not cold transfers Give the next rep all of the pt’s information so they do not have to repeat themselves and the background of what’s going on
- Attend any product training classes or in-services - Knowing your products can save you a lot of time and frustration and most importantly the PATIENT Know the return policies and restocking fees – Give COMPLETE answers with the caller You don’t want them to have to call back and ask someone else again the question they originally called for
- Listening to the pt is a pivotal point in being a an extra stellar PSR The # 1 communication problem stems from a misunderstanding Summarize back to the pt what you understand the issue to be – to ensure you fully understand what they want or have expressed Another quote – “Most people don’t lilsten with the intent to understand. They listen with an intent to reply” author unknown
- We do this through our CC dept & PR/90 Day Calls If we tell a pt that we will have something to them in certain amount of time & something comes up we need to advise them We want to always keep the pt/customer “in the loop” of what is happening with their account or requested items We need to remember that these patients rely on this therapy that is life saving and giving – we must take it very seriously and must be able to convey to them that we do indeed care and are here to help them with their CPAP/O2 therapy
- This seems obvious but a lot of times reps get too caught up in P&P’s & the “Daily Grind” & don’t completely solve the original problem or issue at hand If are unable to come to an agreeable resolution & need to transfer – MAKE IT A SMOOTH ONE – Do “warm” transfers vs. “cold” transfers A warm transfer you-the CSR stay on the line and provide the pt’s info & the issue or problem You do not want to further frustrate the pt/customer by making them explain it all over again You will then tell the pt who you have gotten on the line and their position – than you can transfer the caller over This way you are keeping the pt informed and in the loop (as stated in the previous slide)
- After you have come to a resolution to a wrong order or missing item etc. complaint & RESOLVED it make sure to FOLLOW UP with pt to ensure that they did indeed receive the correct item this time Schedule a time of the day or one day out of the week to make your follow up calls “If you don’t schedule it, you probably won’t do it” This also allows you to make sure they have sent back the incorrect item if that was part of the resolution-the pt will be more likely to return the wrong item if we follow up and make sure to reiterate the return process Maybe the pt is so impressed they place a “cash” order, tell their CPAP support group about NMI, tell their doctors office and so on……
- ****The brain actually shunts (takes) blood away from the brain and delivers it to the muscles in preparation for physical exertion-body temp rises and the skin will start to perspire Angry outbursts weaken your immune system and cause you to get sick more easily & develop other diseases a. If you're mad all the time, you just might find yourself feeling sick more often. In one study, Harvard University scientists found that in healthy people, simply recalling an angry experience from their past caused a six-hour dip in levels of the antibody immunoglobulin A, the cells’ first line of defense against infection. 9% higher risk of heart attack – also can cause CAD & HTN (the entire cardiac system is at greater risk) 3x more likely to have a heart attack The worsening of anxiety- If you’re a worrier, it’s important to note that anxiety and anger can go hand-in-hand. In a 2012 study published in the journal Cognitive Behavior Therapy, researchers found that anger can exacerbate symptoms of generalized anxiety disorder (GAD), a condition characterized by an excessive and uncontrollable worry that interferes with a person’s daily life. Not only were higher levels of anger found in people with GAD, but hostility — along with internalized, unexpressed anger in particular — contributed greatly to the severity of GAD symptoms. You are 3x as likely to have a stroke, Punching something, screaming expletives & going on a rant DO NOT help you to feel better- It in fact very negatively affects your physical health People who angry often have 9% higher risk of heart attack Excessive outbursts of anger can also lead to a higher risk of depression, cancer & even death 6. Anger is linked to depression - Numerous studies have linked depression with aggression and angry outbursts, especially in men. “In depression, passive anger — where you ruminate about it but never take action — is common,” says Aiken. His No. 1 piece of advice for someone struggling with depression mixed with anger is to get busy and stop thinking so much. 7. Hostility hurts your lungs - Not a smoker? You still could be hurting your lungs if you're a perpetually angry, hostile person. A group of Harvard University scientists studied 670 men over eight years using a hostility scale scoring method to measure anger levels and assessed any changes in the men's lung function. The men with the highest hostility ratings had significantly worse lung capacity, which increased their risk of respiratory problems. The researchers theorized that an uptick in stress hormones, which are associated with feelings of anger, creates inflammation in the airways. 8. Anger can shorten your life - Is it really true that happy people live longer? “Stress is very tightly linked to general health. If you're stressed and angry, you'll shorten your lifespan,” says Fristad. A University of Michigan study done over a 17-year period found that couples who hold in their anger have a shorter life span than those who readily say when they're mad.
- Control your breath- in through the nose hold for 4 seconds-out through the mouth – be sure to breath from your diaphragm – imagine only positive energy coming in then all the negative angry energy being blown out – do this at least 10x nor until you feel you have controlled your anger Consciously relax your muscles by unclenching your fists, let your shoulders hang & relax your jaws and facial muscles You can also get it out…… do this by writing about it a journal or even on a scratch piece of paper, notebook, talking to a trusted friend, boss or family member Put your anger into context by asking yourself “will you be mad about this tomorrow, or next week or a month, year from now – most likely you will not even remember what it was you were angry about – THINK “RATIONALLY INSTEAD OF EMOTIONALLY” – By doing this you can displace yourself from it – and process your anger calmly Take a time out and go outside and take a walk – enjoy & connect with nature and all the beauty. Nature, naturally helps to release and “recycle” negative energy – the beach is wonderful place to go to “recycle” negative energy & emotions – great kinetic source of energy Exercise - it helps to release the “feel good” endorphins and give that “natural high” & it helps to get out negative energy & emotions Meditate!!!! My favorite way of dealing with anger, sadness, joy & knowledge -Studies show that meditation is associated with improvement in a variety of psychological areas, including stress, anxiety, addiction, depression, eating disorders and cognitive function, among others. There’s also research to suggest that meditation can reduce blood pressure, pain response, stress hormone levels and even cellular health Become of “aware” of your anger and witness it – once you can become of aware of the anger emotions and recognize those thoughts & emotions change will begin to happen – this is the only true way to change thought patterns and reactions Anger is an explosive energy and you may only have 3-5 seconds to become present before it “explodes” & becomes a full blown temper tantrum If you are able to “catch it” and become present it may not even become a full blown tantrum If you are able to recognize that thoughts that arise out of anger are not the truth & just a thought form that comes from anger
- Listen to emotion without emotion. According to a Psychology Today article, Let Their Words Do the Talking by John R. Schafer, Ph.D., “Anger must be vented before offering problem solving solutions.” Let the customer convey his or her complaint before offering a reply, and remember that their problem is not with you personally. The customer is yelling (or typing in all caps) to you, not at you, and in the end, they are wanting your help. Allowing them to initially vent without interrupting is a key to initiating calm. Let the customer know you are truly listening. Take notes about their experience (and if you have the opportunity, let the customer know you are going to take notes, which will decrease the speed and volatility of the conversation). After the customer has voiced his or her frustration, repeat the issue back to them and ask if the information you have is correct. a staggering 95% if the customer feels the complaint was resolved quickly.” When they are done-summarize what you have heard and ask any questions to further clarify their compliant.
- When it’s your turn to offer a reply, apologize, empathize and maintain a calm and caring tone. Most customers can tell, whether in writing or voice, if the communication you’re offering is scripted or simply half-hearted. To get in the right frame of mind to reply with care to a customer who has been shouting at you for the last 20 minutes, imagine that customer is holding a sign that says “make me feel important” or imagine the customer is a “mystery shopper” evaluating your skills at delivering a positive customer experience under challenging circumstances.--- You show appreciation ( which also works wonders) when a patient has finished their “rant”-kindly interject by thanking them for thanking the time to give you the feedback… i.e. “thanks for taking the tine to let us know how you feel”; Thanks for being so honest”; We appreciate customers who let us know when things aren’t right”; and “Thanks for caring so much.” – the reason this one works so well is the last thing the patient expects is for you to react with kindness “it’s the shock factor”. They may be stunned silent- allowing you to steer the conversation in the direction you want it to go – TAKE OWNERSHIP -
- A powerful tool used to disarm an angry customer & show you genuinely care about their situation & them as a customer & it will help you not to lose your cool when a patient gets hot & mad…it also helps you to build a bridge of rapport between between you and them Both sympathy and empathy have roots in the Greek term páthos meaning “suffering, feeling. – what’s the difference? sympathy is feeling compassion, sorrow, or pity for the hardships that another person encounters, while empathy is putting yourself in the shoes of another. Respect and understanding go a long way toward smoothing things over.
- Find a solution. Once you understand why the customer is unhappy, it is time to offer a solution. Ask him what he feels should be done or put forward your own fair and realistic answer to the problem. In most cases, that’s all the customer is looking for—and may result in providing some degree of satisfaction. In most cases there are two conflicting issues that occur simultaneously when dealing with irate customers. There first issue is the customer emotional distress. The second is the technical or administrative issue that caused the emotional distress. While it may seem logical to focus first on the technical or administrative issue that cause the emotional distress, it is important to acknowledge the customer anger first and the technical issue second. Resolving the technical issue may or may not fully resolve the root cause of the customer distress. Acknowledge the customer concerns first and try to calm down the customer enough to help you concentrate on the technical or administrative problems. Sometimes the technical problem may require much more attention because it may impact other customers. Acknowledge the individual customer emotion first, resolve the specific customer technical issue second and reserve addressing any bigger issues as independent activity. Resolve a complaint in the customer's favor and they will do business with you again 70% of the time.
- Follow up. To ensure customer satisfaction, take a few minutes to follow up with a quick email, post, tweet or call. This common courtesy makes a valuable statement about you and your organization’s level of customer care. *****Demonstrating compassion and attentiveness after a problem has been resolved is a powerful message to show that you really do care about the individual customer. This follow up after the anger ahs subsided and the corrective action ahs been demonstrated as effective may be enough retain ;oyal customers and earn a few new ones***** A widely-circulating statistic notes that 95% of unhappy customers don’t complain; they just leave and go to a competitor. Angry customers who contact your organization are giving you and your brand the opportunity to make things right, keep their business and possibly create a satisfied brand advocate. Be ready for their call, email, message or social media post.
- Allow time for the employees to comment or ask questions and comment.