Bcs part1 master 3a

Brilliant Customer Service!

TIHTC Ltd

9.302 mins

Welcome to Brilliant Customer Service!

Introduce yourself.

Brief explanation that this programme will help you all to improve your customer service skills, both on the phone and face-to-face, with both internal and external customers.

Check that everyone has the workbook and mention that theyll be using it throughout the day and that it includes extra space for notes at the back as well as throughout the book.

Overview

1: Defining brilliant customer service2: Communication best practice3: Advanced skills4: Challenging situations5: Time management

Getting started

IntroductionsPersonal objectivesTimings etc

Talk about yourself for 30 seconds Your job role and responsibilities

Similar training

A little about you

Introductions

TIHTC Ltd

9.385 mins

At your discretion how you handle this. Depending on the size of the group, you may not have time to do a creeping death, so you could:

ask them to talk through these points with the person theyre sitting next to OR

do a random process either using a Koosh ball if you have one or month of birth until you have covered the whole group (go first to set the standard for how long they should take each) OR

ask each of the group just one of these questions and then ask whether anyone has anything specific they want to get from the day

Specialist training consultant

NLP Master trainer

Degree in Marketing

Trained 20,000 people over 15+ years

Published author 20+ books

Graham Roberts-Phelps

TIHTC Ltd

9.385 mins

At your discretion how you handle this. Depending on the size of the group, you may not have time to do a creeping death, so you could:

ask them to talk through these points with the person theyre sitting next to OR

do a random process either using a Koosh ball if you have one or month of birth until you have covered the whole group (go first to set the standard for how long they should take each) OR

ask each of the group just one of these questions and then ask whether anyone has anything specific they want to get from the day

Making all customers feel SPECIAL at every contact

Best practice telephone communication skills

Advanced skills

Dealing with dissatisfaction

Time management for Brilliant customer service

Course objectives

TIHTC Ltd

9.331 min(Workbook page 5)

The programme has these two aims.

The emphasis today will be mainly on helping you improve your skill levels.

At the same time, well come up with some action plan ideas for you to help improve service standards over the coming weeks.

Part 1

What is good customer service anyway?Making every customer feel SPECIALApplying the SPECIAL model

What is brilliant customer service and why does it matter?

Customer experiences

Work in groups

Recall some of your past customer experiences good and bad

Write one per post it note

Post on chart as either Good or Bad

TIHTC Ltd

9.371 min

But before we go any further, some housekeeping points.

3 S' - Customer experience

Standards of service and responsiveness

Systems and process designed around the customer's experience

Skills service skills, attitude, knowledge and behaviours

TIHTC Ltd

9.371 min


Customer experiences / 2

Review your experience

Move into circle depending on whether caused mainly by Standards

Systems

Skills

TIHTC Ltd

9.371 min


Who is your customer?

Internal? External?

No matter, treat them all the same

Everybody is a customer, everybody has a customer

TIHTC Ltd

10.102 mins(Workbook page 10)

Sometimes theres a danger that staff who dont have direct customer contact themselves dont recognise the role they play in the customer experience.

Move on to next slide for a quick exercise on this.

Put the delegates in to small groups.

Ask the groups, whose service do you rely on when providing Brilliant Customer Service? And who relies on you?

Get them to write their answers down on page 11.

Little things matter most

Problems really are opportunities

Attitude is everything

Customers measure everything

First reactions count

Perception is vital

Everybodys responsibility

Customer truisms

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Walk through this slide, embellishing with examples as you go.

The point to make is that we can all affect the customer experience by doing little things that make a huge difference.

Customer value chain

We are all customers

We all have customers

Be a strong link in your chain

Me

Internal

External

A customer wants two things:

A solution to a problem

To be made to feel special

Experience

Solution

Special

1

Yes

Yes

2

Yes

No

3

No

Yes

4

No

No

TIHTC Ltd


This slide reveals.

Explain that even when you cannot solve a problem, as long as you handle the situation correctly, making the customer feel special, you will have maintained your reputation.

Mission impossible

List five work-related examples of when you have or want to say no or not now, etc.

SPECIAL

Speed and time

Personal and personalise

Exceed expectations

Competence and courtesy

Information and informed

Attitude and values

Long term relationship

What makes customers happy?

Delight
= EXPERIENCE EXCEEDING EXPECTATION

Satisfaction
= EXPERIENCE EQUALS EXPECTATION

Dissatisfaction
= EXPECTATION EXCEEDING EXPERIENCE

TIHTC Ltd


To deliver Brilliant Customer Service we need to delight customers by exceeding their expectations.

Its not enough to just satisfy expectations, because a competitor promising delight can tempt a customer away.

Speed and time

Fast without rushing

Or

Slow without delaying!

Time perspectives

Time perspectives

Personal and personalise

Use your name; Use the customers name

Personalise your service promise

Be flexible adapt to each individual

Names are important

Eye contact and tone of voice

Do something extra for each customer

Remember your customer

Small talk if appropriate

Ask questions to personalise response

Exceed expectations

Manage and exceed

Under promise and over deliver

It only counts when you exceed the customers expectation

In the absence of a managed expectation the customer makes one up

Examples:

Create specific promises, then beat them

Build in a safety buffer

Two-stage response

Practical exercise

What would you do

You receive a call from an important customer asking for some documentation. It is 11.30 am and it will take you around 20-30 minutes to complete. You are already in the middle of doing something else that is overdue as it is and you are meeting a friend for lunch at 12.30.

Write down in detail...

What you would do and say to the customer in order to manage expectations?

Competence and courtesy

Know and update your CORE skills

Be an expert at all parts of your job

Be the best at what you do

and show respect to the customer

Deliver Brilliant Customer Service at every opportunity, on purpose

Examples:

Be an enthusiast about what you do

Make customers feel valued

How do your customer's judge your competence?

How do you demonstrate, display or communicate your knowledge, skill or competence to the customer?

Information and informed

Share knowledge people love to learn new things

Keep customers informed of progress

Summarise and check for understanding

Examples:

Help customers get the best from you

Talk them through what you have done for them

Talk through, explain, describe

Attitude and values

Always say what you can do, or will do not what you cant do, or wont do

Look at the glass as half-full not half-empty

There is always a solution

Examples:

Make their day!

If the customer hasnt got a smile give them one of yours!

Long term relationship

Follow-up on promises

Check for satisfaction

Random follow-up calls

Examples:

Is there anything else I can help you with?

Welcome complaints!

Work in pairs or a small group

List a list of ten qualities needed (in your opinion) to be brilliant at customer service in your job or organisation, in addition to your core skills.

Customer service qualities

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The impression of an organisation we get is derived mainly from the interaction we have with its representatives.

A positive and helpful attitude can overcome the worst examples of supplier error.

Working in your allotted groups, identify dos and donts of how to behave with a customer. Use workbook, flipcharts or jumbo post-its.

Part 2

No analyse your list, marking each quality as either

A for mainly an attitude

S for mainly a skill

S+A combination of both

Breaktime

Part 2

Defining your customer's experience

Communications best practice

- Email

- Telephone

- Face to face

Summary

Four steps

Four steps

Define what you want your customers to say and identify behaviours that create these experiences

Hire people who have these qualities

Train and communicate constantly

What do you want your customers to say?

Work in groups

Brainstorm comments

Select and list three

Best practise

Work in pairs or a small group

Ten Do's and Don'ts for your area of excellenceTelephone skills

Face to face

Email

Flip chartandpresent back

Summary

Did you know?

Break

Part 3

Case studies

Advanced skills

Fish

Saying no nicely

Telephone model

Greeting

Company / department

Name

Offer help

Ask (open) questions

Probe for specifics

Active listening

Test understanding

Summarise

Confirm details

Next actions

Thank, name, etc

Discuss options

Agree solution

Provide information

Manage expectations

Influence and persuasion

The six tools...

Dealing with different personalities

Fish!

Fish

Be there

Play

Choose your attitude

Make their day

Five assertive techniques

Breaktime

Part 4

Dealing with difficult situations

Managing time and priorities

Pulling it all together

Making it G..GREAT FUN!

Get if off their chest

Get the facts ask questions

Responsibility and reassure

Empathise

Agree a solution, answer

Thank and test understanding

Follow-Up-Now

Time bandits

Priority matrix

Learning summary

Best idea

Do more of

Do less of

Actions

Complete formPresent back TIHTC Ltd

12.228 mins(Workbook pages 23-24)

Run through this list as a summary of the whole morning the Brilliant Customer Service model.

Emphasis a couple of points (as shown on page 23):Create moments of truth the extra mile is never crowdedDELIVER! Nothing impresses like competenceDo their best... nobody is ever motivated to do an average jobServe internal customers as well as external customers customers make pay-days possible

Get the group to use page 24 of the workbook to jot down how they can apply these qualities to their own jobs. This might help them when it comes to doing their individual action plans.

Explain that in the afternoon we will be putting all this into practice.

Now, hows everyone doing with their Learning Diary (page 45)?

Announce a 45-minute break for lunch and show next slide.

So...

It's not what you do, but the way that you do it.

3 S' - Customer experience

Standards of service and responsiveness

Systems and process designed around the customer's experience

Skills service skills, attitude, knowledge and behaviours

TIHTC Ltd

9.371 min


Brilliant Customer Service!

Thank youGraham Roberts-Phelps

TIHTC Ltd

9.302 mins

Welcome to Brilliant Customer Service!

Introduce yourself.

Brief explanation that this programme will help you all to improve your customer service skills, both on the phone and face-to-face, with both internal and external customers.

Check that everyone has the workbook and mention that theyll be using it throughout the day and that it includes extra space for notes at the back as well as throughout the book.

[email protected] 07515 851691


TIHTC Ltd


TIHTC Ltd

Bcs part1 master 3a

Business

Transcript of Bcs part1 master 3a