Brilliant Customer Service!
TIHTC Ltd
9.302 mins
Welcome to Brilliant Customer Service!
Introduce yourself.
Brief explanation that this programme will help you all to improve your customer service skills, both on the phone and face-to-face, with both internal and external customers.
Check that everyone has the workbook and mention that theyll be using it throughout the day and that it includes extra space for notes at the back as well as throughout the book.
Overview
1: Defining brilliant customer service2: Communication best practice3: Advanced skills4: Challenging situations5: Time management
Getting started
IntroductionsPersonal objectivesTimings etc
Talk about yourself for 30 seconds Your job role and responsibilities
Similar training
A little about you
Introductions
TIHTC Ltd
9.385 mins
At your discretion how you handle this. Depending on the size of the group, you may not have time to do a creeping death, so you could:
ask them to talk through these points with the person theyre sitting next to OR
do a random process either using a Koosh ball if you have one or month of birth until you have covered the whole group (go first to set the standard for how long they should take each) OR
ask each of the group just one of these questions and then ask whether anyone has anything specific they want to get from the day
Specialist training consultant
NLP Master trainer
Degree in Marketing
Trained 20,000 people over 15+ years
Published author 20+ books
Graham Roberts-Phelps
TIHTC Ltd
9.385 mins
At your discretion how you handle this. Depending on the size of the group, you may not have time to do a creeping death, so you could:
ask them to talk through these points with the person theyre sitting next to OR
do a random process either using a Koosh ball if you have one or month of birth until you have covered the whole group (go first to set the standard for how long they should take each) OR
ask each of the group just one of these questions and then ask whether anyone has anything specific they want to get from the day
Making all customers feel SPECIAL at every contact
Best practice telephone communication skills
Advanced skills
Dealing with dissatisfaction
Time management for Brilliant customer service
Course objectives
TIHTC Ltd
9.331 min(Workbook page 5)
The programme has these two aims.
The emphasis today will be mainly on helping you improve your skill levels.
At the same time, well come up with some action plan ideas for you to help improve service standards over the coming weeks.
Part 1
What is good customer service anyway?Making every customer feel SPECIALApplying the SPECIAL model
What is brilliant customer service and why does it matter?
Customer experiences
Work in groups
Recall some of your past customer experiences good and bad
Write one per post it note
Post on chart as either Good or Bad
TIHTC Ltd
9.371 min
But before we go any further, some housekeeping points.
3 S' - Customer experience
Standards of service and responsiveness
Systems and process designed around the customer's experience
Skills service skills, attitude, knowledge and behaviours
TIHTC Ltd
9.371 min
But before we go any further, some housekeeping points.
Customer experiences / 2
Review your experience
Move into circle depending on whether caused mainly by Standards
Systems
Skills
TIHTC Ltd
9.371 min
But before we go any further, some housekeeping points.
Who is your customer?
Internal? External?
No matter, treat them all the same
Everybody is a customer, everybody has a customer
TIHTC Ltd
10.102 mins(Workbook page 10)
Sometimes theres a danger that staff who dont have direct customer contact themselves dont recognise the role they play in the customer experience.
Move on to next slide for a quick exercise on this.
Put the delegates in to small groups.
Ask the groups, whose service do you rely on when providing Brilliant Customer Service? And who relies on you?
Get them to write their answers down on page 11.
Little things matter most
Problems really are opportunities
Attitude is everything
Customers measure everything
First reactions count
Perception is vital
Everybodys responsibility
Customer truisms
TIHTC Ltd
10.155 mins(Workbook page 12)
Walk through this slide, embellishing with examples as you go.
The point to make is that we can all affect the customer experience by doing little things that make a huge difference.
Customer value chain
We are all customers
We all have customers
Be a strong link in your chain
Me
Internal
External
A customer wants two things:
A solution to a problem
To be made to feel special
Experience
Solution
Special
1
Yes
Yes
2
Yes
No
3
No
Yes
4
No
No
TIHTC Ltd
10.255 mins(Workbook page 14)
This slide reveals.
Explain that even when you cannot solve a problem, as long as you handle the situation correctly, making the customer feel special, you will have maintained your reputation.
Mission impossible
List five work-related examples of when you have or want to say no or not now, etc.
SPECIAL
Speed and time
Personal and personalise
Exceed expectations
Competence and courtesy
Information and informed
Attitude and values
Long term relationship
What makes customers happy?
Delight
= EXPERIENCE EXCEEDING EXPECTATION
Satisfaction
= EXPERIENCE EQUALS EXPECTATION
Dissatisfaction
= EXPECTATION EXCEEDING EXPERIENCE
TIHTC Ltd
10.205 mins(Workbook page 13)
To deliver Brilliant Customer Service we need to delight customers by exceeding their expectations.
Its not enough to just satisfy expectations, because a competitor promising delight can tempt a customer away.
Speed and time
Fast without rushing
Or
Slow without delaying!
Time perspectives
Time perspectives
Personal and personalise
Use your name; Use the customers name
Personalise your service promise
Be flexible adapt to each individual
Names are important
Eye contact and tone of voice
Do something extra for each customer
Remember your customer
Small talk if appropriate
Ask questions to personalise response
Exceed expectations
Manage and exceed
Under promise and over deliver
It only counts when you exceed the customers expectation
In the absence of a managed expectation the customer makes one up
Examples:
Create specific promises, then beat them
Build in a safety buffer
Two-stage response
Practical exercise
What would you do
You receive a call from an important customer asking for some documentation. It is 11.30 am and it will take you around 20-30 minutes to complete. You are already in the middle of doing something else that is overdue as it is and you are meeting a friend for lunch at 12.30.
Write down in detail...
What you would do and say to the customer in order to manage expectations?
Competence and courtesy
Know and update your CORE skills
Be an expert at all parts of your job
Be the best at what you do
and show respect to the customer
Deliver Brilliant Customer Service at every opportunity, on purpose
Examples:
Be an enthusiast about what you do
Make customers feel valued
How do your customer's judge your competence?
How do you demonstrate, display or communicate your knowledge, skill or competence to the customer?
Information and informed
Share knowledge people love to learn new things
Keep customers informed of progress
Summarise and check for understanding
Examples:
Help customers get the best from you
Talk them through what you have done for them
Talk through, explain, describe
Attitude and values
Always say what you can do, or will do not what you cant do, or wont do
Look at the glass as half-full not half-empty
There is always a solution
Examples:
Make their day!
If the customer hasnt got a smile give them one of yours!
Long term relationship
Follow-up on promises
Check for satisfaction
Random follow-up calls
Examples:
Is there anything else I can help you with?
Welcome complaints!
Work in pairs or a small group
List a list of ten qualities needed (in your opinion) to be brilliant at customer service in your job or organisation, in addition to your core skills.
Customer service qualities
TIHTC Ltd
11.4525 mins(Workbook page 21)
The impression of an organisation we get is derived mainly from the interaction we have with its representatives.
A positive and helpful attitude can overcome the worst examples of supplier error.
Working in your allotted groups, identify dos and donts of how to behave with a customer. Use workbook, flipcharts or jumbo post-its.
Part 2
No analyse your list, marking each quality as either
A for mainly an attitude
S for mainly a skill
S+A combination of both
Breaktime
Part 2
Defining your customer's experience
Communications best practice
- Telephone
- Face to face
Summary
Four steps
Four steps
Define what you want your customers to say and identify behaviours that create these experiences
Hire people who have these qualities
Train and communicate constantly
What do you want your customers to say?
Work in groups
Brainstorm comments
Select and list three
Best practise
Work in pairs or a small group
Ten Do's and Don'ts for your area of excellenceTelephone skills
Face to face
Flip chartandpresent back
Summary
Did you know?
Break
Part 3
Case studies
Advanced skills
Fish
Saying no nicely
Telephone model
Greeting
Company / department
Name
Offer help
Ask (open) questions
Probe for specifics
Active listening
Test understanding
Summarise
Confirm details
Next actions
Thank, name, etc
Discuss options
Agree solution
Provide information
Manage expectations
Influence and persuasion
The six tools...
Dealing with different personalities
Fish!
Fish
Be there
Play
Choose your attitude
Make their day
Five assertive techniques
Breaktime
Part 4
Dealing with difficult situations
Managing time and priorities
Pulling it all together
Making it G..GREAT FUN!
Get if off their chest
Get the facts ask questions
Responsibility and reassure
Empathise
Agree a solution, answer
Thank and test understanding
Follow-Up-Now
Time bandits
Priority matrix
Learning summary
Best idea
Do more of
Do less of
Actions
Complete formPresent back TIHTC Ltd
12.228 mins(Workbook pages 23-24)
Run through this list as a summary of the whole morning the Brilliant Customer Service model.
Emphasis a couple of points (as shown on page 23):Create moments of truth the extra mile is never crowdedDELIVER! Nothing impresses like competenceDo their best... nobody is ever motivated to do an average jobServe internal customers as well as external customers customers make pay-days possible
Get the group to use page 24 of the workbook to jot down how they can apply these qualities to their own jobs. This might help them when it comes to doing their individual action plans.
Explain that in the afternoon we will be putting all this into practice.
Now, hows everyone doing with their Learning Diary (page 45)?
Announce a 45-minute break for lunch and show next slide.
So...
It's not what you do, but the way that you do it.
3 S' - Customer experience
Standards of service and responsiveness
Systems and process designed around the customer's experience
Skills service skills, attitude, knowledge and behaviours
TIHTC Ltd
9.371 min
But before we go any further, some housekeeping points.
Brilliant Customer Service!
Thank youGraham Roberts-Phelps
TIHTC Ltd
9.302 mins
Welcome to Brilliant Customer Service!
Introduce yourself.
Brief explanation that this programme will help you all to improve your customer service skills, both on the phone and face-to-face, with both internal and external customers.
Check that everyone has the workbook and mention that theyll be using it throughout the day and that it includes extra space for notes at the back as well as throughout the book.
[email protected] 07515 851691
[email protected] 07515 851691
TIHTC Ltd
[email protected] 07515 851691
TIHTC Ltd
Top Related