Post on 13-Jan-2016
Customer Service Training
Opening the Door
Public Areas
Facial Expression
Style of Dress
Tool 1: Attitude
Tool 1: Attitude•Powerful tool
Tool 1: Attitude•Powerful tool•Can elicit a similar reaction from our customers
Tool 1: Attitude•Powerful tool•Can elicit a similar reaction
from our customers•Feel it or Fake it!
Tool 2: Body Language &
Attentiveness
Tool 2: Body Language &
Attentiveness• Make eye contact
Tool 2: Body Language &
Attentiveness• Make eye contact• Smile
Tool 2: Body Language &
Attentiveness• Make eye contact• Smile• Stop what you are doing and
face the customer
Tool 2: Body Language &
Attentiveness• Make eye contact• Smile• Stop what you are doing and face the
customer• Sit up in your chair or stand up
Tool 2: Body Language &
Attentiveness• Make eye contact• Smile• Stop what you are doing and face the
customer• Sit up in your chair or stand up• Lean slightly towards the
customer
Tool 2: Body Language &
Attentiveness• Make eye contact• Smile• Stop what you are doing and face the
customer• Sit up in your chair or stand up• Lean slightly towards the customer• Listen to what they are saying
Tool 3: Words & Tone of Voice
Words• Use words that can be easily
understood by our customers
Words• Use words that can be easily
understood by our customers• Library jargon does not always
make sense to our customers
Tone of Voice• Make sure your tone is not
condescending
Tone of Voice• Make sure your tone is not
condescending• Make sure your voice is
energetic and clear
Tone of Voice• Make sure your tone is not
condescending• Make sure your voice is energetic
and clear• Make sure you sound interested
in helping the customer
Tone of Voice• Make sure your tone is not
condescending• Make sure your voice is energetic
and clear• Make sure you sound interested in
helping the customer• Make sure you are conveying the
right emotions with your tone
Remember to Smile!
Helpful Phrases• Were you aware that you have some charges
(overdue items, etc.) on your account?• I/we can…• Would please…• It would be best if…• Please tell me…• I’m not sure. Let me check…• May I have…• I/we will…• How may I help you?
Conclusion
Communication
Stages in Communicating with Customers
Stages in Communicating with Customers
• Setting the Stage
Stages in Communicating with Customers
• Setting the Stage
• Listening
Stages in Communicating with Customers
• Setting the Stage
• Listening
• Reframing & Interpreting the Question
Stages in Communicating with Customers
• Setting the Stage
• Listening
• Reframing & Interpreting the Question
• Responding
Beware the Rapport Busters!
Fidgetin
g
Showing lack of interest
Avoiding Eye Contact
Dividing your attention
Interrupting
Daydreaming
Non-productive emotio
ns
Finishing each other’s sentences
Setting the Stage
Listening
Listening• Even if we do not perceive the
message as important, the customer does
Listening• Even if we do not perceive the
message as important, the customer does
• Even if we are not interested in the message, the sender is
Listening• Even if we do not perceive the
message as important, the customer does
• Even if we are not interested in the message, the sender is
• Even if we don’t feel like listening, we must.
Reframing & Interpreting the Question
Reframing & Interpreting the Question
• “To make sure I am on the right track, let me double check what you want…”
Reframing & Interpreting the Question
• “To make sure I am on the right track, let me double check what you want…”
• “To prevent a problem, let me summarize what I heard you say…”
Reframing & Interpreting the Question
• “To make sure I am on the right track, let me double check what you want…”
• “To prevent a problem, let me summarize what I heard you say…”
• “To make sure I understand, I heard you say…”
Reframing & Interpreting the Question
• “To make sure I am on the right track, let me double check what you want…”
• “To prevent a problem, let me summarize what I heard you say…”
• “To make sure I understand, I heard you say…”
• “I’m afraid I may have misunderstood…”
Reframing & Interpreting the Question
• “To make sure I am on the right track, let me double check what you want…”
• “To prevent a problem, let me summarize what I heard you say…”
• “To make sure I understand, I heard you say…”
• “I’m afraid I may have misunderstood…”• “Let me summarize what you
need…”
Responding• To ensure you have provided the
customer with complete service, ask:– Does that answer your request/question
completely?– Is that all that you need?– Is there anything else I can help you
with?
Telephone Communicatio
n
Telephone Communication
• How and when to properly answer the phone
Telephone Communication
• How and when to properly answer the phone
• Keys to good telephone communication
Telephone Communication
• How and when to properly answer the phone
• Keys to good telephone communication• Putting a caller on hold
Telephone Communication
• How and when to properly answer the phone
• Keys to good telephone communication• Putting a caller on hold• Transferring calls
Telephone Communication
• How and when to properly answer the phone
• Keys to good telephone communication• Putting a caller on hold• Transferring calls• Telephone etiquette when you are
the caller
Telephone Communication
• How and when to properly answer the phone
• Keys to good telephone communication• Putting a caller on hold• Transferring calls• Telephone etiquette when you are the
caller• Taking down message information
Telephone Communication
• How and when to properly answer the phone
• Keys to good telephone communication• Putting a caller on hold• Transferring calls• Telephone etiquette when you are the
caller• Taking down message information• Closing a phone transaction
How to Answer the Phone
“Hello, thanks for calling the (insert your department or branch here), this is (insert your name here), how may I help you?”
Keys to good telephone communication
Keys to good telephone communication
• Avoid distractions and stay focused
Keys to good telephone communication
• Avoid distractions and stay focused• Avoid doing other tasks while on
the phone
Keys to good telephone communication
• Avoid distractions and stay focused• Avoid doing other tasks while on the
phone• Smile, it shows in your voice
Keys to good telephone communication
• Avoid distractions and stay focused• Avoid doing other tasks while on the
phone• Smile, it shows in your voice• Avoid eating or drinking
Keys to good telephone communication
• Avoid distractions and stay focused• Avoid doing other tasks while on the
phone• Smile, it shows in your voice• Avoid eating or drinking• Speak clearly and slowly
Keys to good telephone communication
• Avoid distractions and stay focused• Avoid doing other tasks while on the
phone• Smile, it shows in your voice• Avoid eating or drinking• Speak clearly and slowly• Be prepared and have appropriate
supplies by all phones
Placing a Caller on Hold
• Always ask the caller if they will hold and wait for a response & thank them if they agree to hold
• Be sure to put the call on hold, not just set the phone down
If the caller does not want to wait on hold…
• Offer to call the customer back• Ask the customer to call back in “x”
minutes• Suggest calling another branch
Transferring Calls
Transferring Calls• Use the word “connect” or the
phrase “put you in touch with”
Transferring Calls• Use the word “connect” or the
phrase “put you in touch with”• Give the department/name and
direct number in case you are disconnected
Transferring Calls• Use the word “connect” or the
phrase “put you in touch with”• Give the department/name and
direct number in case you are disconnected
• Give the person answering your name, department and all pertinent information
Transferring Calls• Use the word “connect” or the phrase
“put you in touch with”• Give the department/name and direct
number in case you are disconnected• Give the person answering your name,
department and all pertinent information• If the line is busy, return to the
customer and offer further assistance
Like this!
Transferring a Call
BreakPlease return to your seats in 15 minutes.
Internal Customers
Who do we communicate with internally?
Branch Staff
Supervisors
Outreach, Substitutes & Volunteers
Special Collections & Reference
Administration & Public Affairs
Collection Development & ILL
Facilities & IT
Security & Janitorial Services
Each and every interaction with our internal customers
should be:
•Clear•Concise•Polite
Not like this….
Clear
•Identify yourself, branch or department
•Have all pertinent information at hand and state your request or information clearly
Concise•Be brief but comprehensive in
your interactions, make sure you are conveying all necessary information, succinctly.
•Be aware and respectful of your coworker’s time
Polite•Use a respectful tone with
your words, both spoken and written
•Be conscious of your surroundings and those of the person with whom you are interacting
Like this…
What methods do we use to communicate with our
internal customers?
Greeting
Brief, concise description
Contact information with Building a Community of Readers Logo
LibraryLand 2.0
Support Ticket - ITS
Asset Tags
Support Ticket - Facilities
Telephone
Face-to-face
We are all working together towards the same goals, remember to have
each other’s backs and cut each other some slack!
Challenging Customers
Smile
Make Eye Contact
Turn Your Body Toward the Customer
Control Your Tone of Voice
1.
2.
3.
4.
Four Steps to deal with a Challenging Customer
Four Steps to deal with a Challenging Customer
1. Listen carefully to the customer’s entire story at least once.
2.
3.
4.
Four Steps to deal with a Challenging Customer
1. Listen carefully to the customer’s entire story at least once.
2. Rephrase and repeat back to the customer his concern.
3.
4.
Four Steps to deal with a Challenging Customer
1. Listen carefully to the customer’s entire story at least once.
2. Rephrase and repeat back to the customer his concern.
3. Define what the problem is so that it can be solved.
4.
Four Steps to deal with a Challenging Customer
1. Listen carefully to the customer’s entire story at least once.
2. Rephrase and repeat back to the customer his concern.
3. Define what the problem is so that it can be solved.
4. Find a solution together.
1. Listen carefully to the customer’s entire story at least
once.
1. Listen carefully to the customer’s entire story at least
once.
• Make Eye Contact
1. Listen carefully to the customer’s entire story at least
once.
• Make Eye Contact• Take Notes
1. Listen carefully to the customer’s entire story at least
once.
• Make Eye Contact• Take Notes• Block Out What is
Going On Around You
2. Rephrase and repeat back to the customer his concern.
2. Rephrase and repeat back to the customer his concern.
• Use Short Statements
2. Rephrase and repeat back to the customer his concern.
• Use Short Statements• Talk Softly and Slowly
2. Rephrase and repeat back to the customer his concern.
• Use Short Statements• Talk Softly and Slowly• Weed out what may
be extraneous information
3. Define what the problem is so that it can be solved.
3. Define what the problem is so that it can be solved.
• Acknowledge the customer’s difficulty
3. Define what the problem is so that it can be solved.
• Acknowledge the customer’s difficulty
• Find out if this is a recurring issue
3. Define what the problem is so that it can be solved.
• Acknowledge the customer’s difficulty
• Find out if this is a recurring issue
• Verify what the customer wants
4. Find a solution together.
4. Find a solution together.
• Offer options
4. Find a solution together.
• Offer options• Allow customer input
4. Find a solution together.
• Offer options• Allow customer input• Offer short-term help
4. Find a solution together.
• Offer options• Allow customer input• Offer short-term help• Ask
4. Find a solution together.
• Offer options• Allow customer input• Offer short-term help• Ask• Do what you say you
will do
Perform As A Team
Where are you on the Customer Service Continuum?
Pretty Good… Knock-Your-Socks-Off Great!
Two main ways to create this team environment:
•Cheering for each other
•Helping each other with difficult interactions
Help Each Other through Difficult
Challenges
Cheering for each other means keeping each
other focused through positive recognition
Our Challenges to you:
• Make a commitment to look at each customer as an opportunity to grow as a person and an employee
• Use your skills and experience to develop yourself as a Customer Service Professional
• Be effective, caring, courteous and respectful• Enjoy and value your colleagues• Be a valued representative of the Kansas City
Public Library!