Exceeding Customer Expectations “Beyond Customer Service” Presented by the Department Of Learning Gene Wheeler & Carolyn Grier.

Exceeding Customer Expectations

“Beyond Customer Service”

Presented by the Department Of Learning

Gene Wheeler & Carolyn Grier

Objectives

Participants should be able to accomplish the following at the end of this training program:

Provide a workable definition of customer service

Explain the importance of the moment of truth

Describe what drives customer service

Describe who our customers are

Explain the key to providing exceptional internal customer

service

Describe the obstacles to collaboration

Define each area of core customer expectations

Distinguish between what happens when a customers

expectations are met or not met

Outline reasons customers complain

Explain the customer evaluation formula and its importance

Describe the three levels of behaviors typically used when

interacting with customers

Explain three things that can be done to improve customer

service

Explain why perceptions are complicated and can impact the

level of service provided a customer

Explain how nonverbal communication deters exceptional

customer service

List and explain the four steps to excellent customer service2CareerSource Palm Beach County, for Training Purposes

1) Giving excellent Customer Service to a very upset customer is impossible?

TRUE FALSE

2) The customer is responsible for the Customer Service that is provided?

TRUE FALSE

3) To be fantastic at providing customer service you must be able to pick up non-verbal and subtle cues, such as, facial expressions, posture, voice tone and volume?

TRUE FALSE

4) Knowing what the customer expects is part of excellent customer service?

TRUE FALSE

5) If a customer is upset with someone from another department, it is not our responsibility or job to listen or help them with something that we were not a part of?

TRUE FALSE

6) Most customer service complaints come from employees not listening and not resolving customer concerns?

TRUE FALSE

7) A complaint from a customer can be something positive?

TRUE FALSE

8) Understanding the perception of the customer is a key factor in providing excellent customer service?

TRUE FALSE

9) Not communicating with our customers can be taken in very negative ways?

TRUE FALSE

10) I plan on participating and having fun during this training session?

TRUE FALSE

3CareerSource Palm Beach County, for Training Purposes

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What is customer service?

Answering Questions Solving Problems Untangling Log-jams Fixing What’s Broken Improving What’s Not Broken Finding What’s Lost Soothing The Irate Reassuring The Timid


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CareerSource Employees &Customer Service

We get too busy, focused,

distracted


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What quality level would you accept?

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98%

97%

95%

90%

99%

96%


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Oops!


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What is a Moment of Truth?

The First 15 seconds with the

customer sets the tone and

creates an image of the entire

company in the mind of the

customer.


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Examples of

Customer Service

Good

Bad

Ugly


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What Drives Customer Service?

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Clear Vision/Mission and Promise Understanding Customer Service Basics Commitment Core Customer Expectations


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Exceptional Customer Service


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VisionWe Connect Business With Talent

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Mission

To be recognized by businesses as the primary source

for talent in Palm Beach County


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Promise

• Dedicated team of professionals, who understand

the needs of Palm Beach County Job Seekers

• Driving economic development through matching

talent to the needs of the employer

• Effective partnerships with educational providers

and employers


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Commitment… To Excellence

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a. organizational commitment

b. departmental commitment

c. individual commitment


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Who are the Customers?

Internal

External

Primary


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Internal Customers


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If you’re not providing direct client service,

You Are Supporting Someone

Who Does!


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Who are your internal customers?

Who do you depend upon, to get your work done?

How does your job affect theirs? Have you ever asked them if anything

you can do would make their job easier?

Do you know their priorities? Their barriers to better service?


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So the question is…

Would I like to do business with me?


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Collaboration, One Team, One Voice, One Goal We are all interdependent on each

other Benefits:

Work toward common goals Build mutual support Stimulate each other to do better More commitment and motivation to

accomplish the goals

Key to Internal Customer Service


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Obstacles to Collaboration


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Obstacles to Collaboration, Constant Critic

Put-downs, insults, belittling comments

Constantly criticizes other people’s competence

Negatively reacts to others’ contributions with sighs, frowns or the “just sucked a lemon” look.

Blames others for errors.


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Obstacles to Collaboration, The Two-Headed Snake

Pretends to be nice while sabotaging a person - one minute vicious, the next minute supportive and encouraging

Ensures that some people don’t have the necessary resources to do the work.

Makes nasty, rude or hostile remarks to a person privately; puts on friendly face in public

Steals credit for work done


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Obstacles to Collaboration, The Gatekeeper

Purposefully cuts people out of the communication loop

Provides only bits of information

Delays the time for people to get the needed information to do their job


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Obstacles to Collaboration, Sniper

Poisons the workplace with angry outbursts

Purposefully interrupts people during meeting and conversations.

Discounts/denies people’s thoughts or feelings.


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28

Collaborator

Honest Open Interactions

Listens Before Speaking

Shows Empathy

Maintains Healthy

Relationships

Talks to a Person if having a Problems

Looks for Strength in each Team Member

Accepts Responsibility

CareerSource Palm Beach County, for Training Purposes

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External vs. Internal

Are theyconnected?


Self Assessment

How You Rate:

1 2 3 4 5 Customer Service Characteristics: Never Always

Motivated to serve the customer

Return phone calls within one business dayl

Customer Sensitive, respect their time, give reasons for delays

Smile and say hello, use customers name

Lend a hand to those who look confused

Have a positive attitude

Make people feel special

Protects peoples privacy

Keep people informed, explain what they can expect, and tell customers what I am doing

Neat, professional appearance

Good communicator

Aware of my non-verbal communication and how it could affect customers

Anticipate needs

Eager to learn

Never say, “That’s not my job”

Answer the phone within three rings

Handle customer problems

Comfortable dealing with difficult customers

Act as a role model for others to look at and admire

When addressing problems does so in private and not in front of customers or other team members

20 – 46 points = Unsatisfactory 47 – 72 points = Needs Improvement 73 – 100 points = Excellent

Customer Service Skills Assessment

Total Score =

Name:_______________________________ Date:_________________________________


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External Customers

Re-employment Compensation Discontinued

I hate it when that happens!


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Customer Expectations

Personal Promises - Organizational Promises - Expected Promises


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Core Customer Expectations

Reliability - provide what was promised

Assurance - convey trust competence and

confidence

Tangibles - appearance of staff and our facility – neat, professional

Empathy - degree of care and individual attention

Responsiveness - getting things done in a timely

manner


Group Activity

R Our customers will know we are reliable

when we ________

A Our customers will be assured that we are

courteous and competent when we

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T Our customers will see tangible evidence of

our commitment to quality when we

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E Our customers will know we are empathic

when we _______

R Our customers will know we are responsive

when we _____


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What Happens When the Client’s Expectations are Met?

Kind ____________ Happy Caring ____________ Helpful Secure


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When people don’t get their needs met…


Reasons Customers Complain

They didn’t get what was promised.

Un-returned voice mail and emails.

Being lost in the telephone maze.

Someone was rude.

No one went out of their way to help or care.

No one listened to their concerns or answered

their questions.

An employee projected a “can’t do” attitude.

Customer was disrespected (time, side

conversations etc.)

An average business gets only 4% of complaints, 96% of the upset customers suffer in silence.

Dissatisfied customers tell between 8-10 people and 1 in 5 will tell 20 more.


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A Complaint… is a gift!


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Customer Evaluation Formula

E = Expectations: Positive or Negative

E = Experiences: Positive or Negative, what they

experienced

P = Process: How it Happened

O = Outcomes: What Happened

E+E+P+O = Evaluation of Service


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Service Report Card

A = Awesome

B = Blissful

C = Content

D = Disappointed

F = Furious


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Behaviors at Three Levels

hospitality

rudeness indifference

People interacting with customers typically use one or more of the

following levels of behavior.

Can you give an example of each?


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What Can Be Done To Improve Customer Service?

Have Exceptional Communication Skills

Know about Positive and Negative

Perceptions

Demonstrate Superior Listening Skills


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Communication Skills

Non-Verbal communication makes up more than 90% of how people understand you.

What messages can poor body language send? (not caring, non- responsive, too busy for the customer etc.)


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What is the Definition of Perception?

Perception is the complicatedprocess of viewing and

interpreting our environmentthrough senses.

It is an individual’s view of reality!

What Happens if There Are 2 Separate Ideas About an Event?


Perception Principles

1. No two people see things the same way.

2. We see things differently each time.

3. We learn to see things through a lens of

perception.

4. We see things not as they are, but how we

want to see them.

5. We tend to fill in the gaps for things which

seem incomplete.

6. We tend to simplify things we do not

understand.

7. The way we perceive others is based on what

we expect to see.

8. Our self image will largely determine what we

see!

9. Everything we see is filtered through our self

concept.


Factors that Influence Perception

Past Experiences

Organizational & Geographic “Travel”

Diversity Factors; Cultural, Religious,

Gender etc.

Finances

Social influences

Family, Friends, Teachers etc.

Psychological & Physiological factors

Education

Others?


Positive and Negative

Perceptions

How we “SEE” & understand the

behaviors of others can be based on

our own perceptions & not

necessarily on the “Truth.”

What if your behavior is judged as

poor customer service and you think

it was great customer service?

Do Customers Make Perceptions

About What They “SEE” From Us?47CareerSource Palm Beach County, for Training Purposes

How do the Customers

SEE--You?

Verbal tone, volume, rate

Vocal fuzzy meaning slang double meaning

Non-Verbal facial expression appearance body language gestures

Workforce jargon


What factors are necessary to work

well with our customers?

LISTENINGHEARING

RESPONDING

SPEAKING

UNDERSTANDING FEEDBACK

NON-VERBAL

QUESTIONING HELPING OUT

RAPPORT


Improving Perceptual Skills

1. Know about perception

2. Fine tune your observation skill

3. Be aware of the things to which you

attribute meaning & compensate for

possible inaccuracies

4. Check your perception

5. Increase your awareness of others’

perceptions of you

6. Try harder to understand where

others are coming from; practice

empathy


Motivated to Serve Customers

Break the ice - Smile, say hello, introduce yourself, show concern, and address them by using their last name… Ms., Mr., Jones

Lend a hand to those who look confused.

Be polite - Use kind words, make people feel

special.

Keep people informed - Explain what you are

doing, and what they can expect.

Anticipate needs.

Respect people’s time - Customers find delays

frustrating, give a reason for the delay if possible.

Be privacy and confidentiality conscious - Protect

personal information.

Handle with care - Avoid being in a rush.


Four Steps to Excellent Customer Service:

STEP ONE: Evaluate the need of the customer, meet, then exceed their expectations.

STEP TWO: Keep the relationship, they will

let you know when the have landed a position.

STEP THREE: Solve problems and turn

complainers into supporters. STEP FOUR: Nurture yourself, so you can be

there for the customer._________________________________________

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Exceeding Customer Expectations “Beyond Customer Service” Presented by the Department Of Learning Gene Wheeler & Carolyn Grier.

Documents

upset customer

customer servicepresented

customer concerns

customer service complaints

customer evaluation

level of service

customers expectations

way things