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Six Steps to Excellence Customer Service Workshop
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Transcript of Customer service
Six Steps to Excellence
Customer Service Workshop
Business Skills Coaching: Improving Performance and Confidence 2
Six Steps to Excellence
Welcome to an irrelevant workshop!
Useless!Ineffective!Forgettable!
Waste of time!Worthless!
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Six Steps to Excellence
AndYou have already
paid for it!!
So What!
Business Skills Coaching: Improving Performance and Confidence 4
But . . . you are my customer!
Are youHappy yet?
Six Steps to Excellence
Business Skills Coaching: Improving Performance and Confidence [email protected]
Six Steps to Excellence
Good Mornin
g!
95% of what we do every day . . .
Habit! 6
Business Skills Coaching: Improving Performance and [email protected]
Six Steps to Excellence
Where do habits come from?S R
Internal
Stop
Eat
External
7Business Skills Coaching: Improving Performance and
Six Steps to Excellence
One way to change a habit . . .
S R
8Business Skills Coaching: Improving Performance and
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Pause
UCICCIC
CC
9Business Skills Coaching: Improving Performance and
Confidence
Presentation & Training Skills
Six Steps to Excellence
UCC10
Business Skills Coaching: Improving Performance and Confidence
Presentation & Training Skills
Six Steps to Excellence
Business Skills Coaching: Improving Performance and Confidence [email protected]
Are all habits good habits?
Why do we approach an activity?
Or avoid an activity?
Six Steps to Excellence
Habits
Business Skills Coaching: Improving Performance and Confidence [email protected]
What is a “bad” habit?
How do we develop “bad” habits?
Why is a habit (behaviour) “bad”?
Why continue a “bad” habit?
Six Steps to Excellence
Habits
Business Skills Coaching: Improving Performance and Confidence [email protected]
How are we “aware” of a “bad” habit?
How do we “know” we must change?
Six Steps to Excellence
Habits
Business Skills Coaching: Improving Performance and Confidence [email protected]
1. Unaware: Unconscious Incompetence
2. Aware: Conscious Incompetence
CHOICE POINT: Change or not?
3. Change: Conscious Competence
4. New Habit: Unconscious Competence
Then . . . .?
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One way to understand habit change.
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1.Need2.Want3.Believe you can4.I will5.Show me how
Attitude
Knowledge
1.Fundamentals2.Concepts3.Principles
Practice
1.Be patient2.1 step at a time3.With a coach4.10,000 hours5.Frustration6.Body & Mind
Skill 1. If you can’t do it, you don’t know it
2. Confidence comes from successful performance
3.And now . . .
1. Treat as equal2. Don’t make the
person feel stupid while learning something new
Six Steps to Excellence
Business Skills Coaching: Improving Performance and [email protected]
Process of Growth
Another way
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Six Steps to Excellence
Thank you1. Do what I love to
do2. Chance to work on
my goal to make a difference
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So What!1. Prisoners2. Tourists3. Sponges
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Six Steps to Excellence
Are you having fun?
(yet?)
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1. Ask, state, “yell”: So What!!!!!2. Ask: Why are we doing this?3. Tell me: "Say it again.”4. Tell me: "Slow down.”5. Don’ let me just “cover” a topic.6. Demand the skill to “do it”.
Get the “most” from your program????
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7. Share knowledge, experience, and wisdom.
8. Show and accept "logic" and "emotion”
9. Education: TAKE IT!10% given
90% taken 10.Ask continually: "How can I use
this?"
Get the “most” from your program????
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Process Share Discuss Practice Commit
ObjectivesContent
Introduction What is
customer service?
Worst / Best Six Steps Practice Commit
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Getting to know you! Name? Where from? What do you do? What do you do best? What is good customer service? What is bad customer service? “Hope” to gain from this
program?
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So What?Why time to do this?• Get to know you• What you want• Listen: write down• English ability
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What arethe most important
personal characteristicsof a great
customer service person?
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Some CharacteristicsPlease write 3 – 5 characteristics
What is always the most important?
Why?
Attitude
Skill
Knowledge ( %)
( %)
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Business Skills Coaching: Improving Performance and [email protected]
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Six Steps to Excellence
Your Customer Service Examples:
• Your job . . . • Personal experience . . . • On the phone• In person• Something needs repair• Need replacement
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Worst Way Demonstration• Purpose: to show the very worst
customer service.• This is to be as horrible as
possible.• Terrible, terrible, terrible example
of customer service.• Anything goes!
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Worst Way Demonstration• Directions
• I will select groups• Each group creates terrible
customer service example• 5 minutes to prepare• Demonstration: maximum 1 ½
minutes• “What was done wrong?”
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What was done
wrong?
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Done Wrong
Opposite Actions
1. 1. 1.2.3.
2. 2. 1.2.3.
3. 3. 1.2.3.
4. 4. 1.2.3.
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What is a customer?
• Before the “sale” is made?• a potential customer.
• When the “sale” is made:• now a customer
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“Customers”
What organizations have customers?
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What is “customer” service?• What does it feel like?• How is bad customer service
different from good customer service.
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What does does “customer service” mean to:
• You?• Your organization?• Your job?• Your industry (i.e. competitors)?
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RealityYou don’t need much training for
50% of your customer contacts.1 SD – 34%2 SD – 14%3 SD – 2%
Using as a way of looking at . . .
Business Skills Coaching: Improving Performance and Confidence
Six Steps to Excellence
Comment ResponseNegative Positive
I can’t get this to work.What is taking my refund so long?Where can I get this repaired?I am sorry, what did you say?Can you speak English?Where is the ABC company?I’m lost can you help me.I know he is not in, but . . .
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What is marketing?• The process of the “sale”• Marketing and Selling• Expense, Revenue, Profit• Good: tell some• Bad: tell everyone• Positioning
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Now:You are the
customer
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You have no need Then . . . Something happens
. . . And you “realize”
you have a need.
Think about buying:
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What now?You realize . . .
You start to search . . . Where?
Stores Magazines Friends Parent Websites
Newspaper
Facebook Television
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You evaluateYou compare . . .
Price Quality “S” Curve Place Style Utility Promotion Guarantee
Available Urgency Ease of Use Reputation Product New Peers
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Drive Wear Smell Try Take home
Free Demo Show Read Library
Trial
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Purchase You give your money You check into the
hospital You step onto the plane You enter into an
agreement You step into the taxi
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Put on? Drive it home? Learn how to use it? Show it off? Eat it?
Now What?
Then What?
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It is the next day . . . Does the product’s “performance”
match my expectation?
Perfo
rman
ce
Time
Perfo
rman
ce
Time
Perfo
rman
ce
Time
E - Expectation R - Reality
EER R
R
E
What is our objective?
Gap Gap
Business Skills Coaching: Improving Performance and Confidence [email protected]
Did it work?
Gap? Did it break?
Gap? Could you put it
together?
Gap?
After the sale“Thinking”
Six Steps to Excellence
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Was it a good price?
Gap? Did they wrap it well?
Gap? Could you wash it?
Gap?
After the sale“Thinking”
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Did the warranty help?
Gap? Was it a good decision?
Gap? Would you recommend?
Gap?
After the sale“Thinking”
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And Now!
Re-purchas
e!Where will you
buyan equivalent
product or service?
Same place?
Somewhere else?
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And now . . .
What will you say?
About this product or service
to your friends,to your family,
to your co-workers,
to anyone elseclose enoughto hear you?
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Will you be “positive”and tell a few
or “negative” andtell everyone?
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Why is your response so important?
How does your response effect that company’s
profit,survival, and
success?
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Six Steps to Excellence
1. Look2. Engage3. Ask4. Listen5. Respond6. Confirm
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1. LookTurn toward personLook at eyesCustomer awareFew distractions
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2. EngageHiHappySadAngryFrustratedNot “Can I help you!!!!”
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2. Engage (2)
RelaxedPhysically get in stepVerbally get in step
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3. AskPermissionTold why ask permissionExplain gap ideaWas appropriateToneSincere
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4. ListenSquare offOpenLeanEyeRelaxRepeat
Oh? Oh! OhEncouragin
g
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5. RespondPossible answer(s)SummarizeGet agreementWe can’t do thisHowever, we can doSimple to complexPolite
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6. ConfirmSo, you agree to . . .We will . . .Is there anything else?Today . . . Next week . . .Thank you
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PracticeTriads: 3 people will work together
Activity: Three practice role-plays.
Roles: CustomerCustomer Service Professional (CSP)Observer
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Situation: Each group will create one scenario and use it for the three role-plays.
Activities: Clarify issues and
possible actions3 roles plays – each 5 minutesEach person plays each roleInteraction – about 2.5 minutesComments from observer – 1 minuteObserver card goes to the CSP
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Evaluation1. One thing you enjoyed.2. One idea you will use.3. An idea you did not
understand.4. A skill you would like to
improve.5. Comments6. Would you recommend this
workshop to others?
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Six Steps to Excellence
Business Skills Coaching: Improving Performance and Confidence [email protected]
Six Steps to Excellence
Back
Reminder Card
Front
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Six Steps to Excellence
Thank youfor this opportunityto work with you.
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Pre-workshop preparation
Handed out and worked on before the workshop begins
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Tent Card
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