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20181001 customer service part 2 v 2.3
- 1. tips & tricks CUSTOMER SERVICE – PART 2 Version 2.3
- 2. INTRODUCTION Welcome to Customer Service-Part Two. This course is designed to assist you in mastering new skills related to customer service. By the end of this course, you will be able to: 1. Apply techniques to help effectively communicate with customers 2. Define the skills needed to create a positive impression 3. Develop and maintain customer service standards
- 3. “ “Customer service should not be a department. It should be the entire company” -Tony Hsieh, CEO of Zappos
- 4. Attitude Checklist • Enjoy helping people • Care for your customers • Give fair and equal treatment to all • Be understanding of people with unique needs or situations
- 5. Customer Service Skills • Know your organization • Learn the technical parts of the job • Communicate well • Be consistent • Be organized • Know your place on the team and be a team player
- 7. Percent of what is heard, seen or felt, and words. COMMUNICATION EQUATION 40% 10% 50% What you hear: • Tone of voice • Vocal clarity • Verbal expressiveness What you feel: • Facial expression • Dress and grooming • Posture/Body language • Eye contact The actual words that are being spoken
- 9. Noise Distractions Lack of Interest Too Many Questions Time Language
- 10. L I S T E N I N G Active listening means being attentive to the customer and being ready to really hear them
- 11. L I S T E N I N G Active Listening Skills Following Skills Questioning Skills Reflective Skills ►Following Skills: Encourage continued communication ►Questioning Skills: Ask the right questions ►Reflective Skills: Indicate you were listening
- 12. ACTIVITY TIME It’s time to stretch those brains and bodies! Let’s try some different tones of voice.
- 13. Roll the dice to determine what tone of voice should be used to make the following statements. You’re such a good dog.
- 14. Roll the dice to determine what tone of voice should be used to make the following statements. It’s time to go now.
- 15. Roll the dice to determine what tone of voice should be used to make the following statements. How may I help you?
- 16. Roll the dice to determine what tone of voice should be used to make the following statements. What is your family size?
- 17. Roll the dice to determine what tone of voice should be used to make the following statements. Can you afford this five dollar payment?
- 18. Create A Positive Image Of Your Organization You have approximately 30 seconds to make that first impression You get ONE chance at a first impression 0 30 Make those 30 seconds count! 1. Be confident 2. Sound interested and engaged 3. Know the products and services you provide 4. Provide confidentiality 5. Follow through on commitments
- 19. Smile Write down the caller’s name and use it Speak slowly and clearly No rude talk while customer is on hold Use words to show you’re listening No eating or drinking while on phone Use the these telephone skills to improve the customer’s experience
- 20. Avoid These Actions ! • Telling a customer, “I don’t know,” without offering an option • Long hold times • Ignoring people when you’re busy • Treating people unequally
- 21. DEALING WITH DIFFICULT BEHAVIORS • Label the behavior, not the customer • Don’t get defensive or take it personally • Find out what the customer wants • Listen, and take responsibility for what you can do • Discuss alternatives and agree on a plan of action
- 22. The Talkative Customer • Ask closed-ended questions • Limit the time available for them to interrupt (don’t have long pauses) • Provide minimal responses when possible • Be pleasant, but don’t encourage them
- 23. The Angry Customer • Listen carefully without interrupting so you understand the problem • Empathize in a broad way • Stay calm and remain polite • Don’t escalate the problem • Don’t take it personally, be defensive, or blame others • Propose an action plan and follow it • Seek support if you don’t understand, if you can’t agree on a solution or if the customer asks to speak to “your manager”
- 24. The Know-It-All Customer • Acknowledge what they say • Compliment them on their research • Avoid the temptation to “put them in their place” • Don’t try to be “smart” – you can’t win!
- 25. The Indecisive Customer • Find out what they really want • Walk them through their options • Reflect back to them what they’ve said • Assume control gently and point out the best course of action from what they’ve told you they need • Be logical • Confirm a plan of action with them
- 26. The Suspicious Customer • Establish your credibility • Ensure you know your product or service • Be careful what you say • Be polite • Don’t take it personally, they don’t trust anyone!
- 27. How can you improve your customer services skills, starting today? CUSTOMER SERVICE
- 28. YOU HAVE COMPLETED CUSTOMER SERVICE What are your questions and key take aways? – PART 2
Hinweis der Redaktion
- Discuss with class about when they’ve had good service and when they’ve had bad service. Definition: What describes GOOD service and BAD service? Good customer service is taking that extra step to help without being asked! It’s all about attitude and skills.
- What attitudes assist in providing good customer service?
- The Communication Equation - The communication equation. Effective communication is a learned interpersonal skill that allows us to send, receive, and process information in such a way that we are understood to the fullest extent. Think of it as a simple equation: Sending + receiving – misunderstanding cleared with reflecting = understanding. What you hear: The way you say something is much more important than the words you actually say. In fact, it accounts for 40% of the communication equation. Joyce Meyer teaches about power thoughts, or the idea that what you feel will influence the way you act. She says, “You may not be help to what you feel but if you change what you think, your feelings will catch up with your thoughts.” Having the right mindset about collecting, and trying to put yourself in their shoes before being judgmental about their situation, can help you to change the way you feel and, in turn, improve your communication and your results.
- What you see or feel: What you feel will influence the way you act, and a large part of the message you convey. The most influential element of the communication equation is what others see. This accounts for more than half of the message you communicate to your borrowers. Your body language says more to them than what you say, or even how you say it. For example, when asking for a payment if you follow a precise script and deliver the message cordially and kindly, but you are sitting behind your desk with your arms folded and rolling your eyes like you expect to be met with an excuse, you probably will be. Words: The words we say only account for about 10% of what is believed in a conversation. This is why we urge you to forego collection scripts, and to instead work on developing a relationship with your borrowers. Communication is not limited to the words we say. Much of what we communicate also comes across through our tone of voice and body language.
- Being Ready: Attend to immediate needs (if you need to finish something before giving your full attention) Being available Attentive posture Concentration Following: Invitations • Questions • Encouragement • Empathetic Silence Questioning: • Open Questions • Closed Questions • Paraphrasing • Check for Understanding Reflective: • Paraphrasing • Reflecting Facts • Reflecting Feelings • Reflecting Silence • Summarizing • Choosing your Words • Useful Phrases
- Being Ready: Attend to immediate needs (if you need to finish something before giving your full attention) Being available Attentive posture Concentration Following: Invitations • Questions • Encouragement • Empathetic Silence Questioning: • Open Questions • Closed Questions • Paraphrasing • Check for Understanding Reflective: • Paraphrasing • Reflecting Facts • Reflecting Feelings • Reflecting Silence • Summarizing • Choosing your Words • Useful Phrases
- Trainer: There are a series of activity cards at the end of the slide deck. Print/cut/laminate. Give hand them out to the participants and ask them to demonstrate the tone of voice.
- Trainer: Allow each participant to roll the dice to determine the tone of voice. Then have them read the sentence that appears (when you click), using the tone they rolled. 1=Happy 2=Sad 3=Angry 4=Fast 5=Yelling 6=Condescending
- Trainer: Allow each participant to roll the dice to determine the tone of voice. Then have them read the sentence that appears (when you click), using the tone they rolled. 1=Happy 2=Sad 3=Angry 4=Fast 5=Yelling 6=Condescending
- Trainer: Allow each participant to roll the dice to determine the tone of voice. Then have them read the sentence that appears (when you click), using the tone they rolled. 1=Happy 2=Sad 3=Angry 4=Fast 5=Yelling 6=Condescending
- Trainer: Allow each participant to roll the dice to determine the tone of voice. Then have them read the sentence that appears (when you click), using the tone they rolled. 1=Happy 2=Sad 3=Angry 4=Fast 5=Yelling 6=Condescending
- Trainer: Allow each participant to roll the dice to determine the tone of voice. Then have them read the sentence that appears (when you click), using the tone they rolled. 1=Happy 2=Sad 3=Angry 4=Fast 5=Yelling 6=Condescending
- Factors Affecting the Quality of Service Reliability Confidence Responsiveness Efficiency Consistency Organization Acceptance of and adherence to policies and procedures
- If they’re explaining something use words to show you’re listening (Interject words that indicate your attentiveness…”Yes”, “I understand”, “Oh really?”, “I’m sorry you had that experience”, “that’s good”, etc.)
- Saying ‘I don’t know’ without offering an option (How else can you say “I don’t know?” “I’ll find out for you”, “I’ll need to check on that and get back to you”, “I’ll have to look that up, when is a good time for me to call you back?”)