Open session on customer service 3 july 2012

[email protected] GENESIS - ACMSNathan Ronen

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OPEN WORKSHOP ON OPEN WORKSHOP ON CUSTOMER SERVICE CUSTOMER SERVICE

Trainer: Prof. Nathan Ronen, MBA

“GENESIS” - ACMS


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Service is the FACEFACE of our company

F= flexible

A= attentive

C= courteous

E = efficient


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Customer service or Customer Experience?

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• The new view of marketing• The importance of customer service• What is in it for me Personally?• Customers, who are they ? • What and where is CS made?• How to “deliver”• Summery

On the Agenda Today :


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WHO ARE WE?WHO ARE WE?

• Who am I ? - facilitator, mentor or trainer ?

• What is our plan for the day ?

• What is the system of our training?

• People who are shy never learn , please do not hesitate to ask questions, to make remarks, and to doubt the theories.

• Your working experience is invaluable, please share it with others.


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Introduction to Customer Introduction to Customer Service Service in a Most in a Most Competitive WorldCompetitive World


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The New View of Marketing

• The marketing emphasis today is on keeping existing customers as well as getting new ones

• Four principles guide marketing:– retention: keeping them coming back– referrals: encourage them to recommend us– relationships: build an emotional connection– recovery: solve problems as they arise


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Today’s Environment

• In today’s business environment, customers are demanding more than ever—expecting to get what they want when they want it, and often customizing it to suit their needs. If they do not get what they seek from one company, they can easily obtain it from another.

• Organizations are realizing that achieving customer satisfaction is essential to maintaining a competitive advantage, but winning customer loyalty and commitment is challenging.

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Expectations of customers

• Good value products (for price paid)• Rapid response to enquiries• Clear and honest information• Information about suitable products• Help with general issues or individual needs• Care and attention during the sale• Good after-sales service


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Customer-Relationship Thinking

• The customer-relationship view of marketing requires some new thinking:

• It is very much a long-term strategy• Requires that management take the

customer’s view• The value proposition must be defined

very broadly• Different measures of success are needed


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The Modern Marketing Concept

• All planning and operations are designed to create long-term customer satisfaction: “everyone in the firm is involved in marketing”

• All of the marketing activities of the organization should be consistently designed and delivered, and should be coordinated across departments

• All of the organization’s planning and operations are customer-oriented, meeting customer needs and achieving profitability

• All activities are focused on the long-term and designed to create an emotional connection with customers


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Product Oriented companies

CEO OF BANK

MORTGAGE DEPT CREDIT DEPT BRNACHES DEPT

BRANCH MANAGERDURES

LOAN SPECIALIST

CUSTOMER SERVICE


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Structure of a service oriented

BUSINESS

Structure of a service oriented

BUSINESS

CUSTOMERS

FRONT lineemployees

Team

leaders MIDLLEMIDLLE

MANAGEMENTMANAGEMENT

TOP

MANAGEMENT

Internal orInternal or external customerexternal customer??How does that How does that

effect my effect my thinkingthinkingOf my jobOf my job??


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Marketing Thinking Drives the Value Proposition


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The importance of CSThe importance of CS

• All customers are worth money to a firm

• Satisfied customers : Return, again and again Tell their friends Help to enhance the firm’s reputation Can provide useful feedback Help the firm to keep/increase its market share Increase sales revenue and profits


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Don’t forget :

dissatisfied customers also tell their friends

and therefore can ruin a firm’s reputation

and destroy the potential of any expensive

marketing campaign.


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• It is 5 times cheaper for a company to spend money retaining existing customers and developing customer loyalty than it is to advertise to attract new customers


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What does it mean in What does it mean in service?service?

• For the last 20 years the western world is talking about For the last 20 years the western world is talking about serviceservice as the as the added value that will make the difference in service oriented added value that will make the difference in service oriented businesses.businesses.

• Recent survey show that although technically they do everything right, Recent survey show that although technically they do everything right, the satisfaction of clients is diminishing in the last years.the satisfaction of clients is diminishing in the last years.

• It seems that management is stressing more on the” right way “ of It seems that management is stressing more on the” right way “ of doing things (“ red tape”) rather than giving workers the opportunity to doing things (“ red tape”) rather than giving workers the opportunity to exert exert Emotional Added ValueEmotional Added Value..

•


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4 Golden Rules for a service company )Prof. Frances 19

19, Harvard business school 2008)

• The techniques that are thought in business schools now a days, are actually obsolete.

• They were formed when most of the businesses were of industrial nature, whilst more than two thirds of the economy now are serviceservice oriented businesses.

• It is not enough to “talk service”“talk service” or use the mantra “the customer is always right.”


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Golden rule no 1. : Unique ServiceUnique Service

• As a product must be unique to be branded, the creator of service must engage in customer experiencecustomer experience.

• Each service company must find its USP while focusing: either cheap prices or excellent service, it not necessarily goes togather.

• WALMARTWALMART decided that it will appeal to customers who are looking for good value for money and vast array of products & bargains, so there are hardly any sales personnel on the shops floor.

• COMMERCE BANKCOMMERCE BANK has decided to focus on customer service for those who need service later in the evening or on weekends, it is not giving better rates.


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Golden rule no 2 : charge for your service in

a nice manner • Businesses must find ways to charge for the extra

service in order to be profitable.• STARBUCKS coffee shops, are charging a different rate

for take away or sit in service, as the customers tend to sit for hours in the shop with his laptop after purchasing his cappuccino.

• If they would have put a meter to time customers, that would create strong objection.

• Another way to save money on service and still be nice, is letting customers to do it themselvesletting customers to do it themselves, and they will gladly use it if it gives them a benefit: check in stations from home or airport with the possibility to set your sit and choose your meals in advance.


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Golden rule no 3: new management model

• I strongly recommend that each executive of a service oriented company will volunteer to work once a month in the front office as a CS worker.

• This will ensure, that ‘red tape’ or bureaucratic procedures will be ironed out, and more support and decision making power will be given to front desk workers, who encounter every day verbal violence from customers.


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Golden rule no 4:Make the work procedures

simple and friendly • Your customers are not professional, plan

your procedures as simple as possible.

• this applies to an ATM station or a CHECK IN point, no one likes to feel an idiot , because it seemed simple to your IT engineer.


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EMOTIONAL INTELLIGENCE


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The “ME” mixThe “ME” mix( Gardner model)( Gardner model)

MY EMOTIONSMY EMOTIONS::RELATIONS: To please, to be perfect, fear of rejection, RELATIONS: To please, to be perfect, fear of rejection,

fear, anxiety and love, needsfear, anxiety and love, needs

MY PHYSICMY PHYSICMY HEALTH, ME AND ME, ME AND YOUMY HEALTH, ME AND ME, ME AND YOU

MY VALUESMY VALUESINTEGRITY, CORE VALUES, BELIEVES, SPIRITUALINTEGRITY, CORE VALUES, BELIEVES, SPIRITUAL

MY RATIONALMY RATIONALTargets, vision, ambitionsTargets, vision, ambitions


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EIEI= Emotional Intelligence

• The ability to keep a balanced mix of the 4 inner layers of me.

• Not to let the “automatic pilot” of emotions dictate the way I run my life.

• Not to make accountancy with the pastpast but to understand what are my core valuesmy core values and act accordingly in a pro active way without judgment.

• People are like a 100 dollar bill, however old and torn or dirty , it still keeps its value .

• "the Optimist and the Pessimist die the same, the Optimist and the Pessimist die the same, but their quality of life is so different” but their quality of life is so different”

• "The choice is yours, to live like a king or like a slave”


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Relationship as EI in Relationship as EI in serviceservice

• Nurture customer relationship , every worker must be market drivenmarket driven ( including the cleaning lady or the guard at the entrance) they too represent your business .

• Retention = Loyalty marketingRetention = Loyalty marketing - find ways to make your customer want to stay with you and indifferent to competition offers.

• ““anticipate your customer’s needs and anticipate your customer’s needs and satisfy it” – American Express satisfy it” – American Express


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Emotional SSelling PPoint

• If you check why certain corporate are so successful while others are not, you find that the ones who are in the “winners circle” like VIRGIN AIR or COCA COLA are connected to a whole set of emotional images: fun, innovation, integrity .life style, etc.

• Instead of the usual USPUSP they have created a ESP ESP ( emotional selling point)


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Customer ExperienceCustomer Experience & its effect

On the structure of service oriented businessesservice oriented businesses.


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CUSTOMER EXPERIENCE- CUSTOMER EXPERIENCE-

VIRGIN AIRWAYSVIRGIN AIRWAYS blue print • Richard Branson, chairman of Virgin Air said he wants

to have a company where it is fun to work for and that if employees will be happy customers will no doubt customers will no doubt feel it.feel it.

• His instruction for his Customer Relation Dept are: 1. take work seriously- not yourself.2. Think in a humoristic way3. Be first to laugh 4. Laugh with your clients not on them 5. Laugh at yourself and your defaults6. Think that life is a play

http://www.virgin.com/

http://en.wikipedia.org/wiki/Image:Richard_Branson.jpg


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CS personnel & EICS personnel & EI

• In a competitive world, everyone can copy your product and manufacture it cheaper, no one can copy the friendship and good relationship you give to your customer.

• we are human beings, we are emotional and there are some things you can not measure like the worth of a smile.

• When we take our wife/husband to a fancy restaurant on her/his birthday, we pay more for the ambiance, status, service, the décor, and for being in love – not the price of the food.

• Add yourself yourself to your service, think of your client as a guestsguests coming to your saloon, it will pay back !

•


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ESP ESP for service personnel

• The added value you can give you customer interlinked in 3 characteristics:

1. Emotional Connectivity- the ability not only to say the “right things “ but to be sensitive to the situation and the specific needs of the client , especially in crisis or complaint.

2. Integrity- the ability to identify with the your values as well as your work vision whilst bypassing sometimes laws and rules and “ red tape” ( do you have the authority to correct mistakes or do you have to get permission for every step? )

3. Creativity- the more there are rules and regulations, the

less creative your front desk will be. Use your common sense.


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IAN CARLZONE:“MOMENT OF TRUTH”“MOMENT OF TRUTH”

• “CUSTOMERS EXPERIENCE IS WHAT COUNTS”.

Ian Carlzone. ceo SAS


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But what is in it for us personally?

Why Should We (as Individuals)

Care About

Giving Good Service?


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It makes our lives richer!


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The Law of Reciprocity

The Law of Reciprocity means: to give and take mutually;

to return in kind or even in another kind or degree.

"I'll scratch your back if you scratch mine."

Applies in EVERY culture on the face of the earth.

Simply explains that when someone gives you something you feel an obligation to give back.


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Law of Reciprocity

• Practicing every day those core values we learned at home as children• Courtesy• Kindness• Respect• Honesty

GreatGreat CustomerCustomer ServiceService

http://www.linkexchangeit.com/LinkExchange.jpg


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Law of Reciprocity

Psychologically it puts us in the driver’s seat…

We are in control of creating the

positive energy to turn a bad

situation into a good one


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Our Own Gain ?

It Reduces stress!

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PART 3: Who is our Customer ?

“A person with whom one has dealings”

Everyone is your customer !!Everyone is your customer !!


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The Customer

• Is the most important person we will work with

• Is not an interruption of our work, but rather, is the reason for it,

• Is an individual with a name and feelings,

• Is the reason we all have jobs,• Is not always right, but is still ….


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Types of customer

– private individuals (consumers)

– business customers

– a mixture of both

External customers (people outside the organisation). These may be:

Internal customers (people within the organisation) who need information for an external customer.


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How do we give a PERFECT service?

• PPolite

• EEfficient

• RRespectful

• FFriendly

• EEnthusiastic

• CCheerful

• TTactful


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Demanding Demanding CustomersCustomers

How to deal with them?


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15 minute coffee break 15 minute coffee break


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PART 2:PART 2:

Intercommunication skillsIntercommunication skills


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One photo two faces One photo two faces


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Different point of viewDifferent point of view


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(Paradigm=Example)(Paradigm=Example)

Artist unknown


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A group of scientists placed A group of scientists placed 5 hungry monkeys in a cage 5 hungry monkeys in a cage and in the middle, a ladder and in the middle, a ladder with ripe bananas on the with ripe bananas on the

top.top.....


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Each time that a monkey Each time that a monkey went up the ladder, the went up the ladder, the

scientists soaked the rest scientists soaked the rest of the monkeys with cold of the monkeys with cold

ICE water. ICE water.


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After a while, every After a while, every time a monkey went up time a monkey went up the ladder, the rest of the ladder, the rest of the group beat up the the group beat up the

one on the ladder.one on the ladder.


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After some time, no After some time, no monkey dared to go monkey dared to go

up up the ladder regardless the ladder regardless of the temptation and of the temptation and

hunger.hunger.


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Scientists then decided to substitute one of the monkeys. The 1st thing

this new monkey did was of course to go up the

ladder. Immediately the other monkeys beat him up. (although this time although this time

NO cold showerNO cold shower)


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After several After several beatings, the new beatings, the new member learned member learned not to climb the not to climb the

ladder even though ladder even though he never he never

understood why. understood why.


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A 2nd monkey was substituted and the

same occurred. The 1st monkey participated on the beating for the 2nd monkey. A 3rd monkey was changed and the same was repeated

(beating). The 4th was substituted and the

beating was repeated and finally the 5th

monkey was replaced.


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What was left was a What was left was a group of 5 monkeys that group of 5 monkeys that

even though even though never never received a cold showerreceived a cold shower, ,

continued to beat up any continued to beat up any monkey who attempted monkey who attempted

to climb the ladder.to climb the ladder.


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If it was possible to ask If it was possible to ask the monkeys why they the monkeys why they would beat up all those would beat up all those who attempted to go up who attempted to go up

the ladder…..the ladder…..I bet you the answer I bet you the answer

would be….would be….““I don’t know – that’s how I don’t know – that’s how

things are done around things are done around here”here”

Does it sounds familiar?Does it sounds familiar?


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Don’t miss the opportunity to share this with others as

they might be asking themselves why we continue to do what we are doing if there is a different way out

there.


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"Only two things are "Only two things are infinite: The universe and infinite: The universe and

human stupidity. And I am human stupidity. And I am not so sure about the not so sure about the

former."former."

Albert EinsteinAlbert Einstein


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The 10: 90 modelThe 10: 90 model(Stephen Covey – the seven habits of most effective people)

11..EVENTEVENT

22..PARADIGMPARADIGM

3. EMOTION3. EMOTION

44 . .REACTIONREACTION


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Me and YouMe and You


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MediaMessageSenderSender EncodingEncoding

ResponseFeedback

Noise

Decoding Receiver

Elements in the Communication ProcessElements in the Communication Process

MEME ““BUYBUYTHISTHIS””

CUSTOMERCUSTOMER““WHY IS HE WHY IS HE PUSHINGPUSHING””

WHOWHO AMAM

II

WHOWHO AMAM II

EmotionsEmotions


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Cultural differencesCultural differences


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WHAT IS HAPPENING WHAT IS HAPPENING HERE ?HERE ?

• After you have studied the inter communication system, you must realize that people ( customers as well as salesmen ) are hiding their real needs and wants as well as feelings.

• We want people to like us, we do not like to hurt their feelings, but internally we develop a liking or rejection to a customer in accordance to the 3 dimensions of the intercommunication model.

• We shall now see a short movie: ” the parking : ” the parking lotlot""


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Parking grounds“CONRAD”CONRAD” shopping

center TIRANA

• Imagine the following situation:• My name is Armida,Armida, I am 38, work as a

pediatrician specialist in Hospital , I drive a Mercedes “Super jeep” 2oo8, I live in a very nice house at Tirana ereTirana ere district.

• My name is Viola, Viola, I am 36, divorced unemployed, I worked as a cashier in a shop . I drive a Fiat uno 1995, and I live in Bregu I LumitBregu I Lumit district of Tirana.


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30 minutes30 minutes Lunch break Lunch break


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The 4TM- the Human puzzle


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We are all different We are all different types with wants and types with wants and

needsneeds1. E type

2. P type

3. I type

4. A type

• Please pay attention:Please pay attention: this is only a schematic division, people vary , most of us are mix of types.


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Human Puzzle Human Puzzle FTMFTM PeoplePeople-

EmotionsEmotions motivation

RationalRational- Results

motivation

extrovertIntrovert


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EENTREPRENEUR TYPENTREPRENEUR TYPE Dominant type, very Dominant type, very

friendly, when he friendly, when he enters the room you enters the room you feel it, likes to be in feel it, likes to be in center of things. Full center of things. Full of ideas, very of ideas, very creative, likes to creative, likes to listen to himself, listen to himself, weak listener, needs weak listener, needs constant constant compliments and compliments and attention. attention.


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EmotionsEmotions

Results

externalinternal

E TYPE


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Formal , dominant, likes Formal , dominant, likes toto rule and in need of rule and in need of control. control.

The “ BOSS” type, the The “ BOSS” type, the “Butcher” type, does “Butcher” type, does not enjoy small talk, not enjoy small talk, no patience for no patience for feelings and excuses, feelings and excuses, likes results, waste of likes results, waste of time drives him crazy, time drives him crazy, bottom line person. bottom line person.

Productive typeProductive type


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EmotionsEmotions

Results

externalinternal

E TYPE

PP typetype


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ANALIZERANALIZER administrative typeadministrative type • Not a dominant type, likes to

gather information, prefers data to people, takes life very seriously, likes to ask lots of questions, very suspicious and hesitant, difficult for him to make decisions, conservative,

When asked to describe a projects, brings lot of statistics, research results , details , details...


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EmotionsEmotions

Results

externalinternal

E TYPE

PP typetype A TYPEA TYPE


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Integrative Integrative Type Type

Not dominant, shy and Not dominant, shy and delicate, good listener, delicate, good listener, hates chaos and hates chaos and disharmony, in order for disharmony, in order for everybody to be in peace everybody to be in peace will give up his own will give up his own wants, togetherness is wants, togetherness is very important, discrete -very important, discrete -everybody comes to tell everybody comes to tell him their secrets, needs him their secrets, needs assurances. assurances.


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EmotionsEmotions

Results

externalinternal

E TYPE

PP typetype A TYPEA TYPE

I typeI type


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E Type - what E Type - what motivates motivates him?him?

What motivates him?What motivates him?Creative and innovative works, Creative and innovative works,

competition, being in the competition, being in the center of attention , center of attention , compliments, to lead, short compliments, to lead, short tem targets, credit to his tem targets, credit to his ideasideas

What is difficult for him ?What is difficult for him ? Routine, monotonous work, Routine, monotonous work,

lots of technical details, no lots of technical details, no attention or credit to his attention or credit to his work, long term tasks work, long term tasks


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P Type - P Type - what motives him?what motives him?

What motives him?What motives him? efficiency , reason and efficiency , reason and

rational ,concrete targets, rational ,concrete targets, challenges and challenges and competition, results and competition, results and controlcontrol

What is difficult for What is difficult for him?him?

Too many details, non relevant information,

inefficiency, waste of time, emotions.


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A type- what motives him?what motives him?

What motives him?What motives him?Details, statistics, results of Details, statistics, results of

research, routine , very research, routine , very suspicious , schedule, suspicious , schedule, clear and specific tasks, clear and specific tasks, procedures and rules , procedures and rules , order.order.

What is difficult for What is difficult for him?him?

Vague situations, change, innovation


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I type I type

What motives him?What motives him?

Helping and serving Helping and serving people, harmony, people, harmony, togetherness, togetherness, emotions, awareness to emotions, awareness to details in style, details in style, recognitionrecognition

What is difficult for What is difficult for him/ her ?him/ her ?

Disharmony, gossip, Disharmony, gossip, noisy and loud people.noisy and loud people.


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How to make use of this How to make use of this Model?Model?

• E type-E type- listen to him , laugh from his jokes, compliment him on his listen to him , laugh from his jokes, compliment him on his sense of humor, let him feel that all god ideas are deriving from him, sense of humor, let him feel that all god ideas are deriving from him, focus him gently.focus him gently.

• P type- “P type- “let us get to the point the benefits of this product are….. , I let us get to the point the benefits of this product are….. , I see that you are in a hurry, bottom line of the matter is….” . see that you are in a hurry, bottom line of the matter is….” . listen listen and let him feel he is in controland let him feel he is in control..

• A type –” A type –” last research proved that……….. We have here statistics about it……would you like to read about this product at home? I am here for you should you have more questions. do not push himdo not push him..

• I type- I type- please help me on this, let us do it togather, let us flow with it and think about this in the best ways for both of us. Easy and gently .

•


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no customer is one type!no customer is one type!We are all a mix of types with a We are all a mix of types with a

dominant characteristicdominant characteristic

what happens if you an what happens if you an EE type and enters type and enters a customer of a customer of PP type? type?


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PSYCHOLOGY OF PSYCHOLOGY OF CUSTOMERS: CUSTOMERS: Eric Berne

• T.A. – Transactional AnalysisT.A. – Transactional Analysis


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T.A. – Transactional Analysis T.A. – Transactional Analysis Model Model

3 EGO STATES: 3 EGO STATES:

1. Myself as a parent

2. Myself as an adult

3. Myself as a child

PARENT

ADULT

CHILD


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ParentParent

• Dominant figure, modeling, powerful, puts limits and boundaries, discipline

• criticizing, building, supporting, modeling

• Loving, tutoring, mentoring, educating, coaching.


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ADULTADULT • Rational figure,

focused, here and now, facts and figures, assertive.

• Usually a balanced personality.


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•Emotional figure , feels that he constantly has to defend himself against authority, revolting child or conforming child, manipulative, spoiled. Loves toys or gadgets, easy to please but easily insulted.

•Passive aggressive

CHILDCHILD


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ParentParent

Adult

Child

adult

child

what does it dowhat does it do?? How Much for itHow Much for it ??

It will save you It will save you time and the cost time and the cost

is only 5000 lekis only 5000 lek..

Buyer Salesman

ParentParent

Good transactionGood transaction


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ParentParent

Adult

Child

adult

child

I kept the last one

kept the last one

especially for you

especially for you

Buyer Salesman

ParentParent

Good transactionGood transaction

Wow ! Its w

onderful o

f you, y

ou

Wow ! Its w

onderful o

f you, y

ou

spoil me

spoil me

……


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ParentParent

Adult

Child

adult

child

I kept the last one

kept the last one

especially for you

especially for you

Buyer Salesman

ParentParent

Bad transactionBad transaction

Don’t bulls

hit m

e I am

not a

little

Don’t bulls

hit m

e I am

not a

little

girlgirl

……


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parent

Adult

Child

Covert deal Covert deal Buyer Salesman

Two last like this in stockTwo last like this in stockIts on sale now and it finishes today

Its on sale now and it finishes today Ok I will take them both

Child

Adult

parent

1

23


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parent

adult

child

Unbalanced deal Unbalanced deal

buyerSalesman

2 .this car is too this car is too expensive for meexpensive for me

For you I s

hall give you a

special discount

child

adult

parent

11 .


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ParentParent

Adult

Child

adult

child

I kept the last one

kept the last one

especially for you

especially for you

Buyer Salesman

ParentParent

Bad transactionBad transaction

Don’t bulls

hit m

e I am

not a

little

Don’t bulls

hit m

e I am

not a

little

girlgirl

……


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What are your pickles?


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Customer service features

• Products/Service Products/Service – quality, safety, packaging, clear information

• Staff Staff – attitude, dress, communication skills• PremisesPremises – cleanliness, access, facilities• DeliveryDelivery – reliability, speed, availability• After-sales careAfter-sales care – complaints, returns,

repairs, guarantees• Other featuresOther features – payment methods, advice

lines, staff training etc


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Customer satisfaction

It is measured byIt is measured by:• Analysing sales performance• Recording the number of complaints/returns• Making comparisons with competitors

This occurs when customer expectations and needs are met over and over again.

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Investigating customer service

Always remember:Always remember:• Key features vary, depending upon the type of

organisation and its customers• No business can please everyone all the time –

though they should try!


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Customer feedback

Why is it so important ?

It helps to inform the company for the future so it can

improve products/services

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Feedback obtained by:

• On the spot questions by staff

• Observation of customers

• Questionnaires

• Customer panels/focus groups

• The website (eg pop-up questionnaires)

• E-mails and email questionnaires

• Complaints


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CS, how do we do it ?


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Effective Customer Service

• Courtesy

• Prompt Attention

• Reliability

• Personal Attention

• Knowledgeable Staff

• Empathy

• Go the “extra mile”


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What Skills are Needed?

• Friendliness

• Helpfulness

• Effective use of body language

• Good product knowledge

• Listening skills

• Courtesy

• Effective complaint handling skills


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Most important :

CommunicationCommunication


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Communication


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LAST AND MOST IMPORTANT

Tips Tips


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A Few Tips:

• Practice what you preach– I have to be the role model

• You get a lot further with sugar than vinegar– In other words – the more challenging the

customer the sweeter you become – “kill’em with kindness”

• External and internal service are equally important


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A Few Tips:

• Common sense goes a long way– Sometimes rules are made to be broken

• Regardless of one’s role in an organization – it is everyone’s responsibility to serve the customer

• What you say about your employer in public will have a lasting effect – both positive and negative


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A Few Tips:

• Exceed the customers expectations – these days it doesn’t take much!

• If someone gives you great service – let them know it – often times we only report the bad stuff!


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A Few Tips:

• Listening skills are #1!

Give your full attention – • Stephen Covey says, “Seek first to

understand, then to be understood.” • Listen with the intent to understand rather than

with the intent to respond.


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A Few Tips:

• Exercise Empathy not Sympathy– Empathy means you understand the point of view –

not necessarily that you agree with it.

• Listen with your eyes, and your ears– Sometimes it is not WHAT is said but HOW it is said

• Rephrase content – Reflect Emotion– “In other words what I hear you saying is…and what it

seems you are feeling is….is that about right?


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One last note…

I would like to leave you with this to think about to take back to your workplace…..

www.simpletruths.com/simpletruths/a.aspx?af=219&mo=stsr

http://www.simpletruths.com/simpletruths/a.aspx?af=219&mo=stsr

http://www.simpletruths.com/simpletruths/a.aspx?af=219&mo=stsr


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Summary

Customer service:Customer service:• Comprises all the appropriate services to

help, advise and assist customers• Is important for business success• Has key features which vary, depending upon

the business• Aims to keep customers satisfied – and loyal• Needs trained, well-informed staff


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Summery

From My Personal Perspective

Customer Service

Is not…..

just another initiative

It is…

a way of life and a personal philosophy!


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Summery

Remember “The Golden Rule”

Do to others as you

would have them do to you!


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Thank You

Open session on customer service 3 july 2012

Business

Transcript of Open session on customer service 3 july 2012