Clackamas Community College 1 Professional Truck Driver Certification Customer Service Training.

Clackamas Community CollegClackamas Community Collegee

11

Professional Truck Professional Truck Driver CertificationDriver Certification

Customer Service TrainingCustomer Service Training

22Clackamas Community CollegClackamas Community Collegee

Grant BackgroundGrant Background

This product was funded by a grant awarded under This product was funded by a grant awarded under the President's High Growth Job Training Initiative, the President's High Growth Job Training Initiative, as implemented by the U.S. Department of Labor's as implemented by the U.S. Department of Labor's Employment & Training Administration. The Employment & Training Administration. The information contained in this product was created information contained in this product was created by a grantee organization and does not necessarily by a grantee organization and does not necessarily reflect the official position of the U.S. Department reflect the official position of the U.S. Department of Labor. All references to non-governmental of Labor. All references to non-governmental companies or organizations, their services, companies or organizations, their services, products, or resources are offered for informational products, or resources are offered for informational purposes and should not be construed as an purposes and should not be construed as an endorsement by the Department of Labor. This endorsement by the Department of Labor. This product is copyrighted by the institution that product is copyrighted by the institution that created it and is intended for individual created it and is intended for individual organizational, non-commercial use only.organizational, non-commercial use only.


Workshop OutcomesWorkshop Outcomes

1.1. Identify the foundation skills for Identify the foundation skills for creating loyal customers.creating loyal customers.

2.2. Describe behaviors for managing Describe behaviors for managing service opportunities.service opportunities.

3.3. Apply skills, strategies and Apply skills, strategies and choices for handling challenging choices for handling challenging customer situations.customer situations.

4.4. Develop a personal customer Develop a personal customer service action plan for the service action plan for the future.future.


Agenda Day OneAgenda Day One

Welcome and Course OverviewWelcome and Course OverviewMarketing and BrandingMarketing and BrandingCustomer Service BasicsCustomer Service BasicsListening SkillsListening SkillsDay Review and Wrap-up Day Review and Wrap-up


Agenda Day TwoAgenda Day Two

Welcome BackWelcome BackVerbal and Non-Verbal Verbal and Non-Verbal

CommunicationCommunicationDifficult and Challenging CustomersDifficult and Challenging CustomersAnger ManagementAnger ManagementDay Review and Wrap-upDay Review and Wrap-up


Marketing and BrandingMarketing and Branding

Sheer Driving Sheer Driving PleasurePleasure

Have it Your WayHave it Your Way You’ll Love the Way You’ll Love the Way

We FlyWe Fly Legendary DrivesLegendary Drives The Milk Chocolate The Milk Chocolate

Melts in Your Melts in Your Mouth, Not in Your Mouth, Not in Your HandsHands

Just Do It!Just Do It!


Company ExpectationsCompany Expectations Ensure your clothes are clean Ensure your clothes are clean

and you are personally well and you are personally well groomed (neat, clean, well groomed (neat, clean, well groomed, business-like groomed, business-like appearance)appearance)

Wear company uniforms when Wear company uniforms when requiredrequired

Follow company policy Follow company policy regarding personal hygiene and regarding personal hygiene and other dress ornamentalsother dress ornamentals

Be positive when you approach Be positive when you approach the customerthe customer

Keep a smile on your faceKeep a smile on your face Apologize if you are late for any Apologize if you are late for any

reason (call ahead if possible)reason (call ahead if possible) Be aware of customer peak Be aware of customer peak

hours hours Gain permission to unload from Gain permission to unload from

customercustomer Be politeBe polite

Say please and thank you to the Say please and thank you to the customercustomer

Be professional at all times (proper Be professional at all times (proper language, talking positive about language, talking positive about the company, proper non-verbal the company, proper non-verbal communication)communication)

Meet delivery windows – be on Meet delivery windows – be on timetime

Ensure 100% fill rate accuracyEnsure 100% fill rate accuracy Ensure products are in good Ensure products are in good

conditioncondition Be even temperedBe even tempered Thank or compliment co-workers Thank or compliment co-workers

on a job well doneon a job well done Ensure your vehicle is clean and Ensure your vehicle is clean and

well maintained well maintained Be aware of the many services the Be aware of the many services the

company can providecompany can provide Know your businessKnow your business Don’t speed, tailgate or hog the Don’t speed, tailgate or hog the

roadroad


Your Branding StrategyYour Branding Strategy

1.1.

2.2.

3.3.


Perspective QuotePerspective Quote

When we change When we change the way we look the way we look at things…the at things…the things we look at things we look at change.change.

William DyerWilliam Dyer


Characteristics of CustomersCharacteristics of Customers Serving them is the reason for Serving them is the reason for

which thewhich the organization organization existsexists

The purpose of work, not an The purpose of work, not an interruption from workinterruption from work

People who rely on the People who rely on the organization to provide for organization to provide for their their wants and needswants and needs

Know what they want - are Know what they want - are not wrongnot wrong when they tell us when they tell us what that iswhat that is

Human beings with Human beings with attitudes attitudes and feelingsand feelings that we cannot that we cannot ignoreignore

Are not concerned with and Are not concerned with and do not care about the day-to-do not care about the day-to-dayday dealings dealings insideinside the the business operationbusiness operation

Self-centered - only Self-centered - only want want solutionssolutions to their own to their own problems problems

Give loyalty based on a Give loyalty based on a continuously satisfying continuously satisfying level level of serviceof service – loyalty fades as – loyalty fades as soon as service declines soon as service declines below expectationsbelow expectations

See the See the entire cycle of entire cycle of serviceservice, not just one element , not just one element of the organizationof the organization

The The source source of our of our paycheckpaycheck Not all customers are alike, Not all customers are alike,

and they do not want to beand they do not want to be treated aliketreated alike


Facts About Customer LoyaltyFacts About Customer Loyalty It costs 5 times more to attract a new customer than to keep an existing It costs 5 times more to attract a new customer than to keep an existing

one.one. American businesses will lose 20 percent of their customer base this year.American businesses will lose 20 percent of their customer base this year. Each unsatisfied customer will tell about 10 other people of their Each unsatisfied customer will tell about 10 other people of their

experience; 12 percent tell up to 20 people.experience; 12 percent tell up to 20 people. Satisfied customers will tell an average of 5 people about their positive Satisfied customers will tell an average of 5 people about their positive

experience.experience. 68 percent of customers leave because they feel companies are indifferent 68 percent of customers leave because they feel companies are indifferent

or did not like the human side of doing business.or did not like the human side of doing business. 95 percent of customers will give company another chance if their 95 percent of customers will give company another chance if their

complaints are handled well and quickly.complaints are handled well and quickly. Only 4 percent of customers with complaints, voice them.Only 4 percent of customers with complaints, voice them. 15 percent of customers will leave because of quality problems.15 percent of customers will leave because of quality problems. 15 percent of customers will leave because of price.15 percent of customers will leave because of price. In many industries quality of service is one of the few variables that can In many industries quality of service is one of the few variables that can

distinguish a business from its competition.distinguish a business from its competition. Customers are willing to pay more to receive better service.Customers are willing to pay more to receive better service. Good service leads to increased sales.Good service leads to increased sales. The first 30 seconds of a phone call or meeting sets the tone for the The first 30 seconds of a phone call or meeting sets the tone for the

remainder of the contact. The last 30 seconds are critical to establishing remainder of the contact. The last 30 seconds are critical to establishing lasting rapport.lasting rapport.


Basic Customer Service Basic Customer Service ElementsElements

Listening SkillsListening Skills Tone of VoiceTone of Voice Follow-throughFollow-through Questioning Questioning

TechniquesTechniques Non-Verbal BehaviorNon-Verbal Behavior Managing Challenging Managing Challenging

BehaviorsBehaviors LanguageLanguage Positive AttitudePositive Attitude Getting CreativeGetting Creative


Internal and External Internal and External CustomersCustomers

InternalInternal ExternalExternal


Listening SkillsListening Skills

Level 1Level 1

Level 2Level 2

Level 3Level 3


Receiving Feedback Do’s and Receiving Feedback Do’s and Don’tsDon’ts

Do’sDo’s Don’tsDon’ts


Types of QuestionsTypes of Questions

OpenOpen FocusedFocused ClosedClosed Multiple ChoiceMultiple Choice SituationalSituational LeadingLeading ThreateningThreatening


Verbal and Non-Verbal Verbal and Non-Verbal CommunicationCommunication

VerbalVerbal Non-VerbalNon-Verbal


Verbal SkillsVerbal Skills

Asking QuestionsAsking QuestionsParaphrasingParaphrasingClarifyingClarifyingSilence and Allowing “think” timeSilence and Allowing “think” timeProbingProbingNot InterruptingNot InterruptingClarity of ProcessClarity of Process


Non-Verbal SkillsNon-Verbal Skills GesturesGestures Body MovementsBody Movements Voice SpeedVoice Speed Voice IntonationVoice Intonation Voice VolumeVoice Volume Voice PitchVoice Pitch Matching WordsMatching Words Facial Expressions Facial Expressions Eye ContactEye Contact Head MovementsHead Movements Posture and StancePosture and Stance Proximity and OrientationProximity and Orientation


The Power of WordsThe Power of Words

Positive WordsPositive Words Negative WordsNegative Words


Types of PersonalitiesTypes of Personalities

BulliesBullies Power FreaksPower Freaks GripersGripers Seemingly Nice Seemingly Nice

CustomersCustomers EgotistsEgotists I want to talk to I want to talk to

your Supervisoryour Supervisor The CurserThe Curser


77 Steps Steps

1.1. RespectRespect

2.2. EmpathyEmpathy

3.3. Crack the EggCrack the Egg

4.4. ListenListen

5.5. Identify the Identify the ProblemProblem

6.6. Avoid BlameAvoid Blame

7.7. Resolve the Resolve the ProblemProblem


9 Steps to Keep Your Cool9 Steps to Keep Your Cool

1.1. Voice tone low – speak slowlyVoice tone low – speak slowly2.2. No threatening ?’sNo threatening ?’s3.3. ListenListen4.4. Acknowledge the problem and repeatAcknowledge the problem and repeat5.5. Don’t argueDon’t argue6.6. ApologizeApologize7.7. Offer to rectify problemOffer to rectify problem8.8. Act professionallyAct professionally9.9. Post reviewPost review


Turning up the HeatTurning up the Heat

HearHearEmpathyEmpathyApologyApologyTake ActionTake Action


Prevention StrategiesPrevention Strategies


Anger ManagementAnger Management

People choose their own emotional states. People choose their own emotional states. That is, their feelings of anger, or for that That is, their feelings of anger, or for that matter, any other feelings, belongs to them. matter, any other feelings, belongs to them. As such, it isn't your responsibility. What is As such, it isn't your responsibility. What is your responsibility, however, is to ensure your responsibility, however, is to ensure that you don't knowingly or unknowingly do that you don't knowingly or unknowingly do something they choose to take as anger something they choose to take as anger provoking. provoking.

We need to accept the fact that people will We need to accept the fact that people will be angry, at times. They have a right to be be angry, at times. They have a right to be angry when they choose. What they do not angry when they choose. What they do not have a right to do is to take out their anger have a right to do is to take out their anger on you, particularly when you have done on you, particularly when you have done nothing to contribute to it.nothing to contribute to it.


Action PlanningAction Planning

Identify 3 actions you would like to Identify 3 actions you would like to apply based on what you learned in apply based on what you learned in the workshopthe workshop

Determine what steps you will take Determine what steps you will take to make your action come to lifeto make your action come to life

Identify timeframesIdentify timeframesDetermine success measuresDetermine success measures

Clackamas Community College 1 Professional Truck Driver Certification Customer Service Training.

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