STAR Training

December 22, 2015

Objectives

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• Demonstrate your role as "All in Service of the People

Who Drive Us.

• Use AER technique with every customer.

• Demonstrate how to answer the call and respond

appropriately.

• Demonstrate customer service skills that impact

customer satisfaction.

• Demonstrate how to manage the customer’s case using

the case handling process and customer service skills.

Contact Handling Process Job Aid

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Answer the Call

• Prepare for Contact

• Answer the Call &

Respond

Appropriately

• Desire to Help

Acknowledge, Empathize, Reassure

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Prepare to Contact

Start of Work Routine

Open up necessary systems

Set out a notebook

Log in and out for day

Headset on; ready to accept within five

seconds of "beep"

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Answer Call & Respond Appropriately

Allow the customer to state

/ vent issue

Acknowledge positive

feelings and thank them for

loyalty

Express sincere empathy

Response appropriately

prior to requesting VIN

What are three opening statements you can use to

acknowledge, emphasize and reassure the customer?

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“How NOT to Treat Customers”

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All in Service of the People Who Drive Us

The FCA Way [isms]

First things first

Make it easy

Keep commitments – ALWAYS

Affirmative Always. Yes before No

Reaffirm the customer's purchase decision

‘ism’: The act, practice or process of doing

something; manner of action or behavior

characteristic of a specified person

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A-E-R

Conversation Technique:

Acknowledge what the

customer has said to you

Empathize with the customer’s

emotional state

Reassure the customer that

you can and will take care of

them

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Recorded Calls: Recognizing “ism”

Call #1: Dealer

What “ism” did you feel the

Case Manager used during the

call with this customer?

What did the CM say?

Did you identify any missed

opportunities to use another

“ism” during the call?

Conversation Techniques to Use or Avoid

What To Do What to Avoid

Use AER method, as required, in

response to customer statements

Avoid speaking too quickly or too

slowly

Speak in an appropriate volume,

clearly and in professional manner

Do not shout, argue, or use

profanity

Adjust the rise and fall of your voice

Avoid making condescending

statements

Show interest and enthusiasm

Avoid sounding bored, indifferent or

frustrated

Use courteous language such as

“May I”, “Please” and “Thank you”

Treat customer how you would

expect to be treated

What should you do when speaking with a customer?

What should you avoid doing or saying?

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Manage the Customer Relationship

Build Rapport

Discover / Determine

Root Cause

Response Handling /

Resolve Request

Acknowledge, Empathize, Reassure

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Video: Empathy and Sympathy

14 October 12th,, 2015 CX initiatives

Video Discussion

15 October 12th, 2015 CX initiatives

How does the difference between sympathy and empathy

resonate with you?

How does sympathy sound on a call? Empathy?

How do you feel when someone offers sympathy? Empathy?

Why?

How do “at least” statements make you feel?

A Blueprint for Empathy

16 October 12th, 2015 CX initiatives

Start with these basic assumptions:

1. When a customer buys one of our products, we are automatically

responsible for their experience, now and later

● Providing a satisfactory experience is critical to creating FCA fans who stay with

us and influence future sales from others

2. Seek to understand first, then problem solve

● Customers expect that you will resolve their concerns

● Show that you understand their experiences to provide a stronger customer

experience

3. When a customer shares information, there is an expectation that we will

acknowledge it

● Offer an appropriate response to the information shared, whether it is good news

or bad news

● If it’s a big deal to the customer, it becomes a big deal to us.

Empathy Practice

17 October 12th, 2015 CX initiatives

You will be provided with a card that has a statement on it

Say the statement to your partner in the tone of your choice

Your partner will respond with an empathy statement

● Remember, do not focus on the problem, focus on the

customer’s experience

Debrief

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Was it easy to respond to the information shared?

Was it difficult to avoid jumping to problem-solving?

How did you feel when your partner responded to your

statement?

Build Rapport

Affirmative Conversations

Listen Actively

Pitch, Tone & Inflection

Follow Appropriate Hold

Standards

What does it mean to hold

Affirmative Conversations?

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Affirmative Conversations

There are ALWAYS actions you can take to help the

customer.

Avoid phrases starting with “I can’t”, “Unfortunately” instead

use “I can help you with that”

Focus on what you can and will do to assist - not

necessarily on what you can “give” them

Reassure the customer that you are going to look for every

opportunity to do what is needed to resolve their concern

Even if you eventually have to decline something, you

shouldn't do so when you are just starting to build rapport.

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Using Affirmative Language

“NEGATIVE

LANGUAGE”

SCENARIOS

FROM NEGATIVE

LANGUAGE

TO POSITIVE

LANGUAGE

You need to

transfer a call...

"I can't help you with

that. You have to talk to

[other department]."

General request...

"My supervisor can't

speak with you right now

because she is with a

customer."

Vehicle Issues...

"I'm sorry, Chrysler can't

provide assistance with

this repair because your

warranty has expired."

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Activity: Using Affirmative Language

TOP “NEGATIVE LANGUAGE” SCENARIOS

FROM NEGATIVE LANGUAGE

TO POSITIVE LANGUAGE

Dealership Complaints I can’t call the dealer now to discuss

your complaint, they are closed.

Provide New Vehicle Order

Status

I don't see when your vehicle will be

ready...

Goodwill Request Unfortunately, this is all I can do…

Towing Assistance I can’t help you with that, I will have to

transfer you.

Parts Order Status The part will not be shipped until

[date]…

Parts are being shipped beginning

[date].

Reimbursement Requests We can't give you back your money.

Rental Car Request The dealer won't give you a rental car.

Service Contracts

Reimbursement

I can't help you with that, I will have to

transfer you.

Marketing Material I do not have that information.

Roadside Assistance

Complaints

I need to know where your vehicle is

located.

Vehicle Issues What is wrong with your vehicle? 22

Activity: Answer Key

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Listen Actively

Benefits of actively listening to customer’s story can

accomplish two things:

1. Demonstrate you care about them and their situation,

and begin to build rapport: Acknowledge and

Empathize.

2. Identify cues to assist you in understanding the “true”

reason for the call: Reassure.

How many of you think of yourself as good listeners?

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Active Listening Techniques

Focus on what the speaker is saying

Use a notebook to record key points

Process the information

Ask question[s]

Respond appropriately

What are some techniques you use to

actively listen to another person?

Think about what happens when you are

in a hurry or otherwise distracted vs.

when you are totally engaged in a

conversations?

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Follow Appropriate Hold Standards

Only use hold when necessary

Ask customer’s permission

Explain reason

Provide expected hold times

Thank customer for holding

Warm transfers

What do you expect when you

are being placed on hold?

What drives you crazy when you

are on hold?

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Handling Difficult Customers

Listen

Apologize

Solve the Problem

Thank Them

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During this module you...

Demonstrated your role as "All in Service of the People Who

Drive Us.

Used AER technique with every customer.

Demonstrated how to answer the call and respond

appropriately.

Demonstrated customer service skills that impact customer

satisfaction.

Demonstrated how to manage the customer’s case using the

case handling process and customer service skills.

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Questions

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