Cust svc queensy_em_tclass_oct2012

Customer Care Best Practices

Presented to:Presented to:

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Today’s Discussion

A Foundation for Lifelong Learning• You Are a Good Will Ambassador• Your Uniform is Your BRAND• Customer Care…Not Just for Retail

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Today’s Discussion

A Foundation for Lifelong Learning• Timeless Communication BEST PRACTICES• Teamwork, Critical Thinking Skills• Punctuality• Mentor OpportunitiesCustomer Service

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Today’s Discussion

Social Diversity• Embracing Our Differences• Today’s Global Workplace• Team-Based Best Practices• Ex-Pats & Job Rotations• Tolerate and Appreciate Differences

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Today’s Discussion

Social Diversity• Issues/Conflict Resolution • Appropriate Workplace Behavior• Flexible Work Arrangements• Changing Regulatory Environment

• ROLE PLAY!

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Foundation for Lifelong Learning

• You Are A Goodwill Ambassador– You May Be The First Contact for the College– You Directly Influence the Student Center

Customer Experience– You Represent the Conference Center AT ALL

TIMES– Exemplary Behavior at ALL TIMES … Exude

Professionalism

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Foundation for Lifelong Learning

• Your Uniform is Your Brand– Signifies Part of a Team– Identifies You As Someone Customers Can

Engage – Take PRIDE In It– Wear It!

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Foundation for Lifelong Learning

• Communication Best Practices– LISTEN!– Maintain Eye Contact– Speak With Respect & Civility– Ask Clarifying Questions

• Repeat for Confirmation/Clarification

– Watch Your Tonality

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Foundation for Lifelong Learning

• Communication Best Practices– Control Non Verbal Cues:

• Posture• Hand Gestures• Facial Expressions• Folded Arms• BODY Language

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Foundation for Lifelong Learning

• Communication Best Practices– Follow Through: If You Make A Commitment,

Honor It– DON’T Respond to Aggressive Behavior:

• Attempt to Pacify• Seek out Management

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Foundation for Lifelong Learning

• Teamwork– Support Each Other– Your Success is Contingent on Others– It Goes BOTH Ways

• Punctuality– Set A Standard for Leadership– A Good Practice: Proves Reliability

• Pursue Mentor Opportunities– Formal & Informal– Continuous Learning

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Top Qualities/Skills Employers Want

• Communications• Strong work ethic• Teamwork Skills (works well with others)• Initiative• Interpersonal Skills (relates well to others)• Problem solving Skills• Analytical Skills• Flexibility/Adaptability• Computer Skills• Technical Skills

NACE Job Outlook 2008 survey of college recruiters

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Customer Service• Not Just For Retail – Critical For ALL

Industries• Where Companies Gain a Competitive

Advantage• A CORE Skill Required for Success• Affects Conference Center Profitability• Major Area for Jobs Growth• Call Centers

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Customer Service Resources

• www.customerservicetraining.com

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Social Diversity

• Understand/Embrace Differences:– Culture– Ethnicity– Gender, Age, Physical, Alternate

Lifestyles– Religion– Language– Dietary Laws– Dress

The World Is Flat

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Social Diversity

• Today’s Global Workplace– More Ethnic Diversity– Introduction to Foreign Cultures– EMBRACE Our Differences– What’s a Stereotype?

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Social Diversity

• Team-Based Work Best Practices– Many School Projects Require It– The Real World/Workplace DEMANDS It– Practice Applying to Your Social Network– Fill Each Other’s Shortfalls With Your Strengths– Coach / Be Coached

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Social Diversity

• Ex-patriots and Job Rotations– People Come to Work in America– You Go Work Overseas– Enables You to Develop Cultural Diversity– Learn/Practice a Foreign Language– A Great Benefit of Employment

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Social Diversity

• Issues / Conflict Resolution– Interpersonal, Manager-Direct Report– Physical Contact/Aggression is NEVER Tolerated– Seek Out Management at the Onset– Explain Feelings in Non-threatening Manner– LISTEN

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Social Diversity

• Appropriate Workplace Behavior– Respect & Civility For Others– Seek Exceptional Performance– Always Look to Grow– Coaching & Mentoring– Customer Care is CRITICAL!

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Social Diversity

• Flexible Work Arrangements– Job Sharing– Satellite Work Locations– Extended Leave of Absence– Maternity Leave

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Social Diversity

• The Changing Regulatory Environment– Diversity: www.fcc.gov/owd– Physical Ability (ADA)– EEOC Compliance– HR Policies & Procedures

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Social Diversity• The Changing Regulatory Environment

– Your Due Process

Due process is guaranteed by the Fifth and Fourteenth Amendments to theU.S. Constitution and is required whenever "a person's good name, reputation,honor, or integrity is at stake because of what the government is doing to him..." (Wisconsin v. Constantineau, 1971, p. 437).

KNOW YOUR RIGHTS! www.eeoc.gov

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Role Play

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Think about all the times you’ve gone into a store for service, or had to go to the hospital, or a bookstore, or a fast food

restaurant, or had to call an 800#...all those times you needed the help of a customer care professional...

Were those positive experiences?

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You are on an emergency call and while you are treating a patient in their home, a family member begins speaking to you in a confrontational, agitated tone. As they

berate you, their voice raises, they get up in your face.

How should you react?