Seminar: Soft Skills for Employees · Air Assurance, Broken Arrow, OK Air Force One A/C, Garland,...

Seminar:

Soft Skills

for Employees

May 13, 2014 ACCA-PA Chapter Meeting

Presented By:

Steve Coscia, President - Coscia Communications Inc. Phone: 610-853-9836

E-Mail: [email protected] Website: www.coscia.com

Soft Skills for Employees www.coscia.com

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Customer Service & Feelings

How ___ see

our ________

How ___________ see

your ___________

________________________________

____________________________________

____________________________________

Customer Service is a Vital Role

What a Customer

sees from their

Window Matters!

My Notes…

H

E

www.coscia.com Soft Skills for Employees

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Customer Service Anatomy

A solid Foundation

Get the facts

Show you care

Ask for the booking

My Notes…


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My Notes…

A _______ __________ is often the customer’s _______ ________. Customers should hear the __________ for what you do. If you like your _____, customers will hear it.

What Influences People To Act?

Limbic System ♦Feelings

♦Emotions

Neo-Cortex ♦Metrics

♦Language

Empathy & Listening


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Listening

The average attention

span is about ____ to

_____ ___________.

Listening is _____%

of the communication

process.

Be non-judgmental

and understanding to

their __________ and

___________.

Being an

______________ listener

helps other people solve

__________ and reduce

__________.

Ignore distractions

in your

____________

__________.

Real listening takes lots

of __________ and this

keeps your mind

________ and

________________.


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How to Minimize STRESS!


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When is it Easiest to say No?

Rejecting someone else gets more difficult in proportion to the relationship depth. The deeper the relationship, the greater the discomfort in rejecting someone.

When there’s: No Relationship .......... It’s easy to reject someone. Some Relationship .... Discomfort when rejecting someone. Deep Relationship ..... Difficult to reject someone.

My Notes…

Our role is to ______ the customer

something to ______.


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The Split Second Response

Editorializing - Talking Too Much

1. Humility

2. Empathy

3. Discretion

1. Conceit

2. Self-Interest

3. Showiness

Minimize these... Maximize these...

antonym

antonym

antonym

My Notes…


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Call Greetings - The First Impression

External Customers Proper Greeting - Contains 4 Parts

1 2 3 4

Greeting Company

Name Your Name

Offer of Assistance

Hello... good morning… good afternoon… Thank you for...

Service Pros

this is _____ How may I help you?

Internal customers Proper Greeting - Contains 2 Parts

1 2

Greeting Your Name

Hello... good morning… good afternoon… Thank you for...

this is _____ A company’s culture and

professionalism should

be demonstrated in the

routine, redundant work

and part of a standard

operating procedure.

My Notes…


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Supra is utilized as a prefix added to another word to indicate the

"above" or "beyond" nature of the word.

In linguistics and phonetics the term segment is "any discrete unit

that can be identified in speech."

Speech Suprasegmentals

PACEPACEPACEPACE

CONSONANTS VOWELS

CLAR

ITY

TONE

MELODY

STRESS

Here are five reasons for why smiling is a good idea: • Smiling is contagious.

• Smiling makes you attractive.

• Smiling makes you seem successful.

• Smiling helps you stay positive.

• Smiling relieves stress.


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My Notes…

Source: The Kid Stays in the Picture, by Robert Evans

Verbal Communication

A True Innovator - Robert Evans


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Phone Greetings - Personality-Based Behavior

1. It’s a great day at [company name], my name is [person’s name] how may I make you smile today?

2. Good morning/good afternoon, [company name], this is [person’s name], how may I help you?

3. Thanks for choosing [company name], this is [person’s name], how may I help you?

♦ No problem. (should be: My pleasure.) ♦ What’s your name? (should be: With whom am I speaking?) ♦ You’re confusing me. (should be: I am confused.) ♦ If you want my help, then you’ll have to … (should be: I can help,

and here’s what I need to do first…) ♦ What did you say? (should be: Pardon me, I missed that last part.) ♦ How can I help you? (should be: How May I help you?) ♦ We don’t give prices over the phone. (should be: Our experience is

that phone quotes are often inaccurate. We can have a plumber arrive today. May I schedule you for today?)

Word Substitution for Scripting

My Notes…


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Conveying Empathy Let callers know that you care about helping them. Your concern and empathy must be audible over the phone. The words will comprise about 20% of your message and the tone of voice is the remaining 80%. Empathy simply means that you understand how the other person feels. • Oh, your situation sounds awful. Let’s see how fast we can get someone out there to fix that.

• I wouldn’t like it either - if my house was uncomfortable - I’ll need to gather some information and then I will pre-sent options on how we can fix that..

• While I understand that you have an engineering degree, our certified technicians’ work is warranted by the manufacturer, our trucks are fully stocked and we have a reputation for delivering the quality service that our cus-tomers have come to expect. May we send a technician today?

Scripting Examples

Minimizing Conflict Over the Phone When a situation become tense, it’s best to minimize potential conflict with phrases that contain, rather than exacer-

bate. Contain means to keep things within fixed limits and exacerbate means to make things worse.

• I’m sorry, I didn’t hear your last sentence.

• I may be wrong, but I think it works a little differently.

• I want to help, but first I’ll need to...

Pronoun Substitution Correct words will enable you to communicate more professionally. The following examples of incorrect and correct phrases help to contain adverse situations. Using correct phrases will help you avoid obstacles by not creating them in the first place. Notice that many of the correct phrases substitute the word “I” for “YOU”. • I’m confused. (not, “You’re confusing me.”

• With whom am I speaking? (not, “What’s your name?”

• It will not operate under those conditions. (not, “You broke it.”)

Accentuating the Positive Focus on the positive potential of a situation not the negative possibilities. Dwelling on the negative reinforces the down side of a situation. Direct the customer’s attention towards the positive potential for an optimistic future. Substi-tute either event, or situation for the word problem. Saying the word problem repeatedly only reinforces the fact that something is wrong. • Thank you for being so patient.

• This situation is a little different and we can help.

• Please remember to....


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Self - Assessment: Handling Difficult Customers

Companies Who Have Invested in Our Training Materials

Abram Refrigeration Systems, Sarnia, Ontario Air Assurance, Broken Arrow, OK Air Force One A/C, Garland, TX Air Specialist, Pearland, TN Air Systems of Sacramento, Sacramento, CA Airco Commercial Services, Sacramento, CA Americool Heating & Cooling Inc, Richmond, VA AN Roth Company, Louisville, KY Anderson Mechanical Associates LLC, Dayton, OH Anderson Services, Stanfield, NC Andor Inc., Watertown, SD Arbuckle's Heating & Cooling, MANTENO, IL Area energy & Electric, Sidney, OH Assured Comfort, Winston, GA Atlas Service Company, Mississauga, Ontario Auer Steel & Heating Supply co, Milwaukee, WI BayBreeze Heating & Cooling, Davidsonville, MD Behler-Young, Grand Rapids, MI

Blue Flame, Berkeley Springs, WV Boyer Heating & Cooling, Flagstaff, AZ Boykin Air Conditioning Services, Sumter, SC Brandywine Valley Htg & AC, West Chester, PA Branesky Sheet Metal, Fort Bragg, CA Brockman Furnace Co., Springfield, OH Buffington Company Inc, Highspire, PA C.T.R. Supply, Duncansville, PA Campbell Soup, Camden, NJ Canella Heating & AirConditioning, Conover, NC Central Heating & Air, Atlanta, GA Central Minnesota Refrigeration Inc., Sauk Rapids, MN Century A/C Supply, Houston, Texas Christian Heating & Air Conditioning, Inc., Southamp-ton, PA ColonialWebb Contractors, Richmond, Va Cool Breeze Refrigeration, Silver Spring, MD Copeland & Son Service, Inc., Nashville, TN Countryside Propane, Bethel, PA

Custom Mechanical, Inc., Bethany Beach, DE Doc Dancer Inc, Fort Wayne, IN E. Smith Air, Marietta, GA Estes Heating & Air Conditioning, Atlanta, GA Florida Cool, Inc., Nalples, FL Frymire Services, Inc., Dallas, TX GA Bove Fuels, Mechanicville, NY Global A/C & Heating, Palmhurst, TX Great Lakes Heating, South Bend, IN Griffith Energy Services, Inc, Edgewater, MD H & C Inc., Laurel, MD Hafer Petroleum Equipment, Ltd., Reading, PA Haffners Service Stations, Lawrence, MA Hall Oil & Propane, Walnut Cove, NC Hallmark Air Conditioning, Inc., Houston, TX Haly Oil Co., Malvern, Pa Harkins Air Conditioning, Denham Springs, LA HEAD'S HEATING & A/C SERVICE, Theodore, AL

Hiller Plumbing, Nashville, TN Homesmart from Xcel Energy, Denver, CO Honeywell, Golden Valley, MN Howell's Heating & Air Conditions, Ashland, VA Innovative Air Solutions, Tuckahoe, NY J N Comfort, Bowersville, GA John's Refrigeration, Mesa, AZ Jonle Heating & Cooling, Cincinnati, OH Lanz Heating & Cooling Inc, Strawn, IL Larry & Sons Plumbing Heating, Hagerstown, MD Lindstrom AirConditioning, Coconut Creek, FL M.E. Flow, Inc., Leesburg, VA McCarthy's One Hour Heating and Cooling, Omaha, NE McCown Company, Greenville, SC Meyer & Depew Co., Inc., Kenilworth, NJ Michael Bellantoni, Inc., White Plains, NY Mid-Cities A/C, North Richland Hills, TX Middleton Heat & Air, Bryant, AR Morrow Mechanical, Spring, TX

N&M Cool Today, Sarasota, FL New Comfort Inc., New Paris, OH Newcomb and Company, Inc., Raleigh, NC Northwest Propane, Mt. Vernon, WA Orange Tiger, San Antonio, TX Palmer Gas Co. Inc., North Salem, NH Paraco Gas, Bay Shore, NY Parker Fuel Co., Ellicott City, MD Parrish Services, Manassas, VA Patriot Propane, Ramona, CA Process A/C & Heating, DANA POINT, CA Profit Strategies Inc., Columbus, GA Quickflash, Milwaukee, WI R.E. Michel Company, Jessup, MD R.J. Groner, Inc., Stroudsburg, PA Reliable Propane Corp, Clarence Center, NY Richair Comfort Solutions, Maspeth, NY Robert White Services, , KY

Ron's Plumbing, Heating & A\C, Lompoc, Ca Roscoe Brown, Inc., Murfreesboro, TN Sanders Gas Company, Meridian, MS Schaafsma, Grand Rapids, MI Schuler Heating and Cooling, Shorewood, IL Service Now!, Jesup, GA Shelton's Air Work, Sandy Ridge, NC Stack Heating & Cooling, Avon, OH Stan's Heating & Air Conditioning, Inc., Austin, TX Suburban Propane, Richmond, VA TEC Mechanical, Redmond, WA Teco Mechanical, Richmond, VA Temperature Control Co., Springfield, MO Tidewater Service Agency Inc, Hampton, VA University Mechanical, Mukilteo, wa Wilhelm Heating & AC, Inc., Ruskin, FL Wm Brockman & Sons, Dayton, OH Wood Air Conditioning, Mt Pleasant, TX Woodstock Gas, Woodstock, GA Wooldridge Heating and Air, Lynchburg, VA

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Seminar: Soft Skills for Employees · Air Assurance, Broken Arrow, OK Air Force One A/C, Garland,...

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