1 Instructor Preparation 1. Objectives of this modules - review customer service skills regarding: u What Customers Want u Putting Out the Fire u Helping.

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Instructor PreparationInstructor Preparation

1. Objectives of this modules - review customer service skills regarding: What Customers Want Putting Out the Fire Helping Customers Stay Calm Exercising the Golden Rule Moving from Problem to Solution

2. Print out the next slide (slide 2) so that you have 1 copy per team.

3. Divide the class into teams

4. Have each team come up with several ideas for each category. (about 5 minutes)

5. When they are done, go through slides 3-8 and compare what they have to the information provided. Discuss differences.

6. Take a few minutes to play Jeopardy with the students. Keep score on the board.

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How can I serve my customer Best?How can I serve my customer Best?

What Customers Want

Putting Out the Fire

Helping Customers Stay Calm

Exercising the Golden Rule

Moving from Problem to Solution

Customer ServiceCustomer Service

How Can I Best

Serve My Customers?

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What do customers want?What do customers want?

Product Knowledge Become an expert on our products and

services Anticipate customer needs

Ask open-ended questions Use Active Listening Skills

Manage customer expectations by using a “Can do” attitude I’m sure I can ….. Here’s what I can do

Do Something Extra Greet customers by name and lets them

know you appreciate your business

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How do I put out the fire when things go wrong?How do I put out the fire when things go wrong?

LAFF Listen, Apologize, Fix it, Follow-up

Stay calm and accept responsibility Determine wants and needs

Partner with customer to find solution Be proactive rather than reactive

Here’s what I can do…. We need to make this right for you..

Use positive self-talk Chalk up the wins

Help Customers Stay Calm

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How Can I help customers stay calm?How Can I help customers stay calm?

Listen without interruption (let them vent) Don’t take it personally Acknowledge customer’s feelings Pause before you respond. This ensures…

Are they done? Shows you take it seriously Allows you to be proactive, not reactive

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Exercise the Golden RuleExercise the Golden Rule

Do it their way whenever possible Form a partnership (win / win) Promise good, deliver great! Little things mean a lot

Thanks you, “customer name” Show respect for customers opinions

Let them save face Don’t Blame customers! Fix the customer, not just the problem

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How can you from problem to solution?How can you from problem to solution?

Paraphrase the problem Stick to the facts

Get as much information as possible Is this a symption of a bigger problem?

Don’t pass off the customer – stay with them If you must turn over – you tell the problem to the new

partner – don’t make the customer tell it over If you have flexibility, give the customer choices

Getting customer input may help with future problems If there is little flexibility, suggest a workable solution

Keep the customer in the loop (tell them who, what, when, where, how)

Get the right people involved

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Now that you know…Now that you know…

Take a few minutes and test your customer service knowledge on

the Jeopardy board

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CustomerCustomerWantsWants

PuttingPutting Out FiresOut Fires

Golden Golden RuleRule

MovingMovingFromFromP P S S

$100 $100 $100 $100

$200 $200 $200 $200

$300 $300 $300 $300

$400 $400 $400 $400

Customer Service JeopardyCustomer Service Jeopardy

End Game

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Customer Wants for 100Customer Wants for 100

Home

What is a good way to earn your customer’s respect and improve your

customer service skills?

Answer

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AnswerAnswer

Become an expert on our products and services.

Home

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Customer Wants for 200Customer Wants for 200

Home

“I am sure I can…” reflects what kind of attitude?

Answer

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AnswerAnswer

A “Can Do” Attitude which helps manage customer

expectations.

Home

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Customer Wants for 300Customer Wants for 300

Home

Greeting customers by name is an example of doing what?

Answer

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AnswerAnswer

Doing Something Extra

lets customers know you appreciate their business and see

them as an individual.

Home

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Customer Wants for 400Customer Wants for 400

Home

How should you follow up after a problem have been

solved?Answer

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AnswerAnswer

1. Write down what happened, put it in a bottle, and throw it in the ocean.

Home

Sorry Knowledge, just like a good sunset, needs to be shared.

That way everyone benefits.Click the answer to clear this answer and try again

Sorry It is never good to keep things bottled up. It is stressful and no one else

will learn from the situation.Click the answer to clear this answer and try again

CorrectFixing problems and telling others how they were fixed benefits everyone.

This also helps prevent future problems.Way to go!

Please click on the answer that you believe is correct.

2. Keep it to yourself to ensure job security.

3. Document the problem and the solution. Let team members know what actions took place to prevent the problem from occurring again.

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Putting Out Fires for 100Putting Out Fires for 100

What does LAFF mean?

Home

Answer

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AnswerAnswer

Home

Listen, Apologize, Fix it, Follow up

Look, Ask Questions, Fix it, Follow up

Laugh, Apologize, Fix it, Forget it

Listen, Ask What happened, Fix it, Follow up

X

X

X

Please click on the answer that you believe is correct.

Click the answer again to clear the X and try again

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Putting Out Fires for 200Putting Out Fires for 200

What are things you can do to put out the fire?

Home

Answer

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AnswerAnswer

Home

Laugh

Please click on the answer(s) that you believe are correctfor putting out customer fires.

X

X

LAFFStay calm and take responsibilityDetermine wants and needs

Be proactive rather than reactiveUse positive self-talk

Blame someone else on your team.

Help customers stay calm.

Click the answer again to clear the X and try again

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Putting Out Fires for 300Putting Out Fires for 300

You show up to a job site to install a product that the customer doesn’t

want. What should you do?

Home

Answer

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AnswerAnswer

1. Blame the person who made the mistake. Why should you take the blame?

Home

Sorry Wouldn’t it be great if the person at fault always got the blame?

It really doesn’t matter who is to blame, we are all responsible for fixing the problem.Click the answer to clear this answer and try again

Sorry Planning revenge can be fun; however, it doesn’t solve the problem which

is what our customer expects from us.Click the answer to clear this answer and try again

CorrectThe customer doesn’t care who is really to blame, they just want the problem solved.

Way to go!

Please click on the answer that you believe is correct.

2. Take responsibility. Blaming others accomplishes nothing.

3. Short sheet the guilty party’s bed. That will teach them a lesson!

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Putting Out Fires for 400Putting Out Fires for 400

What does listening without interruption do?

Home

Answer

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AnswerAnswer

Listening without interruptions (letting customers vent) helps

customers stay calm

Home

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Golden Rule for 100Golden Rule for 100

Home

Promise _____, deliver _____!

Answer

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AnswerAnswer

Promise good, deliver great!

Home

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Golden Rule for 200Golden Rule for 200

Home

Fix the ________, not just the _____

Answer

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AnswerAnswer

Fix the customer,

not just the problem.

Home

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Golden Rule for 300Golden Rule for 300

Home

Whenever possible, do it _____ way

Answer

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AnswerAnswer

Home

Whenever possible, do it

their (the customer’s) way

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Golden Rule for 400Golden Rule for 400

Home

How can we help customers save face?

Answer

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AnswerAnswer

Show respect for their opinions

Home

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Moving from PS for 100Moving from PS for 100

Home

You shouldn’t pass off the customer.

If you must pass off the customer, what should you do?

Answer

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AnswerAnswer

1. Tell them to place another call to the helpdesk and someone else will help them.

Home

Sorry Just like fish we all want to be off the hook; however,

Our customers expect us to get the right people involved to solve their problem.Click the answer to clear this answer and try again

Sorry The customer is counting on you to solve the problem,

not send them on a wild goose chase. Click the answer to clear this answer and try again

CorrectThe customer will appreciate you telling the problem rather than making them do it over.

Way to go!

Please click on the answer that you believe is correct.

2. You tell the problem – don’t make the customer tell it over.

3. Pass them off to the first person you call, even if they can’t help it gets you off the hook!

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Moving from PS for 200Moving from PS for 200

Home

If you have flexibility is solving a problem, what should you do?

Answer

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AnswerAnswer

Give the customer choices if you have flexibility.

Getting customer input can help with future problems.

Home

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Moving from PS for 300Moving from PS for 300

Providing who, what, when, where, and how does what for the

customer?

Home

Answer

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AnswerAnswer

Keeps them in the loop

Home

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Moving from PS for 400Moving from PS for 400

What can you do to help a customers deal with a problem?

Home

Answer

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AnswerAnswer

1. Partner with the customer to solve the problem.

Home

Sorry Although it might buy you some time,

running away from a problem will not help you solve it.Click the answer to clear this answer and try again

Sorry Confusing or distracting the customer with irrelevant information will not

help solve the problem.Click the answer to clear this answer and try again

CorrectPartnering with the customer helps us form a win/win partnership

Way to go!

Please click on the answer that you believe is correct.

2. Give the customer 3 riddles to solve which will distract them while you solve the problem.

3. Page yourself and tell the customer that you must leave.

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ConclusionConclusion

Congratulations!

You have what it takes

to provide

excellent customer service skills!

(You already knew that, didn’t you?)