Exemplary Customer Service...4. Help people exhale emotionally and mentally – Don’t interrupt or...

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NCRWA Customer Service Training

North Carolina Rural Water Association, Inc.®


Exemplary Customer ServiceGetting the greatest result from every interaction

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IntroductionWhy Customer Service?

North Carolina Rural Water Association

[email protected]

[email protected]


What do YOU want to take away from today?

Name & Employer

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What annoys you most when you are the customer?


http://www.youtube.com/watch?v=bTbHwnxCGaI

http://www.youtube.com/watch?v=bTbHwnxCGaI

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Who are our Customers?


Fundamental PointWe are a local Monopoly

…so why do we care what our customers think?

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Why Care About Customer Service?

• Basic business fundamental

• Mission

• Public support ‐> AMBASSADORS– Public image

– Eyes and ears

– Media support

• Governing body re‐election/appointment

• To keep our job!!!


Does anyone have extraordinary customer service throughout your

organization?

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• REMEMBER A FEW THINGS:

– Staff should maintain Standard Operating Procedures (SOPs)

• No RISK

– Management may detour from SOPs

• Manager’s Decision

• They own the RISK

– The Board may override policy or the Manager

• Board’s Decision

• Then, they own the risk

Your Role in Customer Service


One final thought as to why customer service is important…

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The Customer IS Always Right!

• WRONG ANSWER!!!

• What must ALWAYS be right?

– Our Attitudes

– Our Policies

– Our Procedures

– Our Precedents

– Our Communications

Treat Every Customer with Respect and Courtesy


Questions?

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The Basics of Human InteractionsConvince and Persuade

Daniel WilsonExecutive Director

North Carolina Rural Water [email protected]


• What we tell them to do

• What they agree to do

• What we ask them to do

What do we want people to do?

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NOTICE: What we really want from people

are all BEHAVIORS!!!

Iceberg Theory

Behavior

Personality

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Personality affects Behavior

So let’s go below the waterline and discuss why people behave

like they do!


Who has dealt with the normally nice person that is now irate?

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Maslow’s Hierarchy of Needs

The Human Brain

Reptile Brain

(the snake brain)

Mammal Brain

(the rabbit brain)

Primate Brain

(the human brain)

(Just Listen by Mark Goulston)

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“Humans are primates. That doesn’t mean that you came from a monkey; it just means you are a

different kind of monkey!”

Get People To Do What You Want by

Gregory Hartley & Maryann Karinch


Snakes, Rabbits, & Monkeys

That’s who we deal with!

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How can we Persuade and Convince them?

• Our purpose is not to defeat, but rather to convince and persuade.

• Competition is Win‐Lose

• Persuasion is Win‐Win

– Put all expectations on the table

– Keep them informed

– “I’m not your enemy”

The Purpose of Persuasion(Patrick H. McGaughey, CPF, IOM)

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What do you expect from others?

Did you inform them of these expectations?

• Smile

• Remember that a person’s name is the sweetest and most important sound in any language

• Be a good listener

• The only way to win an argument is to avoid it

• Show respect for the other person’s opinion

How to Win Friends and Influence People(by Dale Carnegie ‐© 1936)

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1. Get your own emotions in check

2. Make the other person feel felt – Empathy

3. Make the person feel valuable

4. Help people exhale emotionally and mentally

– Don’t interrupt or play into their planned speech

5. Remove your dissonance – See past your own beliefs

6. Steer Clear of Toxic People – Different than irate people

Core Rules for Getting Through to Anybody(Just Listen by Mark Goulston)


Practice #1

Giving a compliment

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“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made

them feel.” Maya Angelou


1. Gifts

2. Quality Time

3. Words of Affirmation

4. Acts of Service

5. Physical Touch

The 5 Love Languages(The 5 Love Languages by Gary D. Chapman)

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Quit

Taking It Personal


1. Absorb the attack

2. Develop a Strategy

3. Execute Your Strategy

4. Shake It Off – Regain Self‐Control

The Daniel Wilson Technique

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• How do you maintain/regain self control?

– Washing Hands

– Deep Breathing

– Eat/Drink

– Walk around the building

– Throw away/clean off your desk

– Canned Text – 4 Magic Phrases

Super Power Techniques

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Finally: 4 Magic Phrases

http://www.youtube.com/watch?v=g5RknemM8Hw

http://www.youtube.com/watch?v=g5RknemM8Hw


“That interesting…

1. …Tell me more!”

2. …Why would you do that?”

3. …Why would you say that?”

4. …Why would you ask that?”

4 Magic Phrases

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Questions?


NETWORKING BREAK

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Exemplary Customer Service...4. Help people exhale emotionally and mentally – Don’t interrupt or...

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