Exceptional customer service west ala chamber 11-17-10

Exceptional Customer Service“Know The Customer – Know Yourself”

West Alabama Chamber

November 17, 2010

Presentation Outline

Who Is The Customer?What Is Customer Service?What Do Customers Want?Know The CustomerKnow Yourself and The CompanyNeed To KnowDifficult and Demanding Customers

Presentation

Stress and ConflictDo’s and Don’tsCustomer Service ActsSummaryThanks!

Who Is The “real” Customer?

The Person that buys …

Anyone that you serve…

The other party in a transactions…

Fill In The Blank. ___________________________________ ___________________________________ ___________________________________

Activity

Customer Service is…._______________________________

____________________________________________________________________________________________________________________________

What is Customer Service?

Customer is … “one that buys goods or services”

Service is…“work or duties performed for a superior”, “the occupation or duties of a servant”

“Work done for others as an occupation or a business” “An act of assistance or benefit to another or others; a favour”

What Do Customers Want?

ReliabilityResponsivenessTo Feel ValuedEmpathyCompetencySomeone To ListenAn Offer To Help

205-323-1993 7www.talapro.com

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Know The Customer

What You Say and How Say Makes a Big Difference

Triggers Calmers

Policy Here’s What We Can Do

Can’t Can

Sorry Thank You

No, I don’t know I Can Find Out

But And

You Should Have I Understand Why You

The Only Thing We Can Do The Best Option I Think

205-323-1993 www.talapro.com

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Know The Customer

Your Reaction or Response

If The Customer is You

Natural Are Natural

Angry Show Concern

In A Panic Show a Sense of Urgency

Friendly Are Cheerful

Overburdened Show Sympathy

Frustrated Are Empathetic


Know Yourself

Know Yourself Likes and Dislikes Triggers Personality

How Would You Describe “You”?

Know The Company

We do…

Our Company….

We Value…

Our Commitment is…

You Can Trust Us To….

Activity: You Pick One

Select the Pattern That You Like

Who Are YOU?

Need To Know

First Impressions

Effective Communications

Attitude Matters

Stand Out

A Winning First Impression

What You Say

How You Say It

When You Say It


Effective Communications Works

Be Ready To ListenAsk The Right QuestionsRestateMatch The Speed And StyleBody Language

Words 7% impactTone of Voice 38% impactBody Language 55% impact

Attitude Matters

It’s Your ChoiceWake Up Happy!Have a Role ModelSet Daily GoalsReasons To CareYour Outlook

Depends …“Attitude Is A Product of Our Character”

Is The Glass Half Full or Half Empty?

Standing Out In A Crowd

What Makes You Unique?A SmilePersonalityKnowledge

Offer More Than Required and Expected


Activity: Customer Situation

Two Volunteers

Yes Sir, there is a way to stop the telemarketers calling you during dinner. Don’t eat dinner.

Difficult and Demanding Customer

What Can I Do To Correct The Situation?

How Can We Satisfy Your Request?

Can We Find A Common Place?

We Apologize For The Situation, Let’s Work Together To Find The Solution


Wise Thoughts When Dealing With Difficult People

“Nothing can make you feel inferior without your consent”

- Eleanor Roosevelt “They cannot take away our self-respect if we

do not give it to them.” - Mahatma Gandhi

“Things which matter most must never be at the mercy of things which matter least.”

- Goethe

Stress and Conflict

Me Time

A Bad Experience Should Not Create A “Bad Day” – Bounce Back Quickly

How Do You Handle YourStress?


Reasons for Job Stress and The Answers

Job Stresses

Fear of not doing a job perfectly

Overload

Lack of Control

Unclear Job Responsibilities

Lack of Support

Lack of Appreciation

Ways to Combat Stress

Relax and don’t try to be perfect

Set smaller goals and stay focused

Build self-esteem

Ask for direction

Monitor your inner voice

Change your response

Activity: The ABCs of Exceeding Customer Expectations

List a strategies to meet and/or exceed customer expectations that begins with each letter of the alphabets.

Example:A – Appreciate the CustomerB – Be Aware of AttitudeC - ___________D - ___________

Do’s and Don’ts of Customer Service

Don’t: “I don’t know.” Say: “I’ll find out.”

Don’t: “No.” Say: “What I can do is…”

Don’t: “That’s not my job.” Say: “This is who can help you…”

Don’t: “You’re right – this stinks.” Say: “I understand your frustration.”

Don’t: “That’s not my fault.” Say: “Let’s see what we can do about this.”


Dos and “Don'ts” of Customer Service

Don’t: “You need to talk to my manager.” Say: “I can help you.”

Don’t: “You want it by when!?” Say: “I’ll try my best.”

Don’t: “Calm down.” Say: “I apologize.”

Don’t: “I’m busy right now.” Say: “I’ll be with you in just a moment.”

Don’t: “Call me back.” Say: “I will call you back.”


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Acts of Good Customer Service

ServeShow

You Understand and Want to Help

ShareAdvice and Opportunities

•Technology Driven World

•Time is Valuable


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SupportCare – The Personal Touch

Handle Each Customer with Special Attention

CommunicateOften and Accurately

CollaborateGet Involved

and Offer Suggestions

•Effective Listening

•Check Your Words, Tone, and Body Language

•Be Careful What and How You Write


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Sell Inquire

Ask “How and What” You Can Do To Help

InformTell How Your Services

and Products Solve Problems

•Take Notes

•Restate

•Talk Less

•Ask Open Ended Questions


Good Customer Service Habits

Follow Up On Your PromisesGo The Extra MileOffer OptionsExpress EmpathyGive The Client Your Name And

NumberFocus On Positive CommunicationsValue The Customer

Summary

What Are The Take Aways?Old Ideas – RefreshedNew Ideas – DiscoveredLessons LearnedDifference OutlookWhat You Can Share With OthersThings To Do Today For Better Customer

Service Tomorrow

Thank You!

Enjoy Your Today

and Have A

Great Customer Service Experience!

Contact Information

Tim Lewis

TALA Professional Services

www.talapro.com

205-323-1993

Exceptional customer service west ala chamber 11-17-10

Education

customer situation

activity customer service

customer b

real customer

exceptional customer

services service

presentation stress

conflict dos