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Objectives
As a result of this training module, participants will be better able to:
1. Identify customers and what they value
2. Identify and distinguish Moments of Truth, Moments of Misery, and Moments of Magic for OHROS
customers
3. Explain why the customer is the job, rather than an interruption of it
4. Explain the theory and application of the customer satisfaction formula
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ge
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Group Discussion Question:
What makes a customer happy?
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OUTCOMES
Process
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Six Basic Customer Needs
Customers ask for what they want, but what they need is a whole lot more...
1. Friendliness
2. Understanding and empathy
3. Fairness
4. Control
5. Options and alternatives
6. Information
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Ten Phrases that Drive Customer Nuts
1.
2.
3.
4.
5.
6.
7.
8.
9.
"I don't know"
"No"
"That's Not My Job"
'You're Right -- This Stinks"
"That's Not My Fault"
"You Need to Talk to My Manager"
'You Want It By When"
"Calm Down"
I'm Busy Right Now"
Illl
10. "Call Me Back"
Say: "I'll find out..."
Say: "What 1 can do is..."
Say: "This is who can help you..."
Say: "I understand your frustration"
Say: "Let's see what we can do about this"
Say: "I can help you"
Say: "I'll try my best"
Say: "I'm sorry"
Say: "I'll give you my complete and undivided
attention in just in a moment*'
Say: "I will call you back"
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Moments of Truth
A "Moment of Truth" is any contact with a customer or potential customer. Our success
depends on how well we manage the Moments of Truth. Delivering the Moments of Truth is
like performing on Live Television: The product is final the instant that it is delivered and it
can't be taken back.
* Moments of Truth are neutral.
* Moments of Misery are unsuccessful contacts.
* Moments of Magic are very successful contacts.
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Moments of Truth
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How it Works ...
1. If a complaining customer is satisfied, then you turn a Moment of Misery into a
Moment of Truth.
2, If a demanding customer is satisfied, you turn a Moment of Truth into a
Moment of Magic.
3. Complaining and demanding customers give us the opportunity to create
Moments of Truth and Moments of Magic out of Moments of Misery.
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Group Activity: Making Moments of Magic
1. At your table, identify five or more Moments of Truth that you would deliver as
you responded to a customer request for assistance that your table has
identified.
2. Brainstorm at least three ways in which these Moments of Truth can be turned
into Moments of Magic. At least one of the three ways should involve a
"recovery," i.e., transforming a Moment of Misery into a Moment of Magic.
3. Select a representative from your group to report-out your group's results.
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Exercise Worksheet
Moments of Truth
1.
2.
3.
4.
5.
1.
2.
3.
1.
2.
3.
1.
2.
3.
1.
2.
3.
1.
2.
3.
Ways to make them
Moments of Magic
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1-9
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A Formula for Customer Satisfaction Success
Customers are satisfied or dissatisfied depending on how the service compares with their expectations.
Satisfaction = Perception - Expectation
In
other words,
under promise
and
)verdeliverL
If you
don't believe it1
try overpromising
and under-
vdelivering!
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Destination: Compassion for the Customer
The Helicopter's
View of the
Customer
Playing Field
12 Golden
Keys
The Concept
What the
Customer Wants
1) Friendliness
2) Understanding &
Empathy
3) Fairness
4) Control
5) Options/Alternatives
6) Information
The Formula
Satisfaction - Perception - Expectation
Control
Irritants
and
Combustibles
The Skills
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A Dozen Golden Keys
-------
Secrets of Success
A Dozen Golden Keys —
Admin Services —
^^, T1l«r« s only VOUI
Golden Key No. 1: Customers don't talk to "OHROS." They talk to you!
Golden Key No. 2: Great service starts with a good attitude. Your attitude is our image and
reputation.
• Learn to view your customer as the job, rather than an interruption of it.
• Your co-workers are internal customers and they deserve the same respect
that you give customers.
Golden Key No. 3: There's only one judge
of great service: the customer.
Golden Key No. 4: Customers don't think
of themselves as "customers." They think
of themselves as people who need our help.
Enjoy helping people — you'll do a better job.
Golden Key No. 5: There's no single "right way" to talk to customers because every customer is different. Every problem is
different. So every conversation is different. Customers don't want to deal with a scripted robot any more than you want to
become a scripted robot.
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ACHIEVING EXCELLENCE IN CUSTOMER SKRVICI; — Pa
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Secrets of Success
A Dozen Golden Keys (cont'd) —
Golden Key No. 6: Don't just talk to customers — talk with your colleagues too! You are the voice of the customer inside our
organization.
Compassion for your customer means becoming an advocate for the customer.
Golden Key No. 7: It's not enough to take care of customers. You have to care about them. Great service isn't just a
transaction. It's a bond.
Golden Key No. 8: Don't just solve problems — create opportunities. You can turn a
Moment of Misery into a Moment of Magic.
Golden Key No. 9: Don't just listen — learn. Small
complaints can generate big improvements.
Golden Key No. 10: Learn to anticipate problems.
If you listen to people and look for patterns,
you can read customers' minds.
Golden Key No. 11: Every customer call requires
judgment. The deeper your knowledge, the better
your judgment.
Golden Key No. 12: If you really want to help our customers, don't be afraid to ask for help yourself. The questions you pose
to your teammates will improve the answers you give to customers.
Every
mistake is a
chance to prove
how good we are
and can be.
you take
notes from
your customer
conversations, or
do you fix the
problem and
forget the
lessons?
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ACHIEVING EXCELLENCE IN CUSTOMER SERVICE —Page 1-12
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ACHIEVING
EXCELLENCE
IN
CUSTOMER SERVICE
PARTICIPANT'S RESOURCE GUIDE
MODULE TWO
CONSULTATIVE AND
COMMUNICATIONS
SKILLS
provided by
.»•,
.strategic;
Environmental Protection Agency
OARM/Office of Human Resources
and Organizational Services
For use under auspices of
the U5DA Graduate School
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-------
Objectives
As a result of this training module, participants will be better able to:
1. Describe an effective consultant
2. Describe the most difficult OHROS customer and theorize as to why s/he behaved "that way."
3. Identify the ten personal skills that influence other peoples' behavior positively.
4. Demonstrate successful attending skills for listening
5. Self-identify tendencies that block attending
6. Differentiate between open and closed questions and use them appropriately to serve the customer
better
7. Identify and demonstrate the steps in solving a problern for a customer
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My Most Difficult Customer
DON'T USE REAL NAMES DON'T USE REAL NAMES DON'T USE REAL NAMES DON'T USE REAL NAMES
Activity:
1. This is a spirited game of "Can You Top This?!" where each participant in your group briefly shares a
story about his^e^ most difficult customer.
2. Group votes on who had the most difficult customer.
3. Once the most difficult customer has been identified, group develops a "Compassionate Profile,"
identifying at least five reasons why the customer was difficult, e.g., situational pressures, health
difficulties, etc.
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Effective Consulting =
Effective Customer Service
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ACHIEVING EXCELLENCE IN CUSTOMER SERVICE —
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Towards a Working Definition of...
The Effective Consultant
Behavioral Flexibility
Tension Management
Listening
and Diagnostic Skills
The
Effective
Consultant
*^~ ^x>
Knowledge and
Problem-Solving
Skills
•^^M
Effective Use
of Communications
Media
The 10 Personal Skills
Skills to
Communicate Know-
ledge Effectively
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Influencing People Positively: Ten Personal Skills
A basic significant skill is how we influence other people. This influence is a very important
driver of a customer's impression as to the quality of service that s/he received.
There are two major ways in which we can influence people. We can influence people through
position or personal power.
POSITION POWER is simply the movement of people due to one's position:
* This is the power that one has by virtue of his or her position or authority.
PERSONAL POWER influences people because the relationship motivates them:
* This is the inherent power that is derived from one's personal character and
behavior, not from "position."
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To Influence People Positively, Bear These Facts in Mind ...
1. We are constantly being evaluated (scored) by customers according to criteria that may
have nothing to do with our technical work.
2. We have control over many factors that can make the difference between a definite No of
dissatisfaction to a definite Yes! of customer satisfaction.
3. We can enhance these characteristics through learning and practice.
4. There may be no single factor that makes or breaks whether a customer is satisfied; more
often than not, it is the total score that leads a customer to longer-term conclusions about
the quality of service that s/he is receiving.
5. There are ten learnable, practicable characteristics that you can develop to increase your
ability to influence other people with your personal power. They relate to Form,
Substance, Personality, and Action.
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Ten Personal Power Skills — Form
Skill 1: First Impression
This is the first impression you give when you meet someone. First impressions are shaped by
your
• Voice Tone
• Attitude
• Smile
• Handshake
• EyeContact
• Grooming and Hygiene
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Ten Personal Power Skills — Substance
Skill 2: Depth of Knowledge
Be an expert at your business
Develop fingertip knowledge, routinely required knowledge that you always have right at your
fingertips
Develop resource knowledge, that is knowing where to go or whom to ask to get the information
you need
Have fun getting to know everything about your business
Skill 3: Breadth of Knowledge
Know a little about a variety of subjects: This is the relationship builder
Breadth of knowledge is developed from conversations and first-hand experience
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Ten Personal Power Skills — Personality
Skill 4: Versatility
Be flexible in dealing with people
Most people do — and should — behave differently with different people, or in. different
circumstances
Skill 5: Enthusiasm
We need to be excited about what we are doing
If you are not interested or enthusiastic, can you inspire any real interest on the customer's part?
Can a customer be totally disinterested and satisfied at the same time?
Skill 6: Big-Picture Thinking
This refers to having a broader focus and to the ability to concentrate on details and carry through
to full conclusion.
Many people can do one or the other, but not both
You can develop your ability to do both! Or, you can associated yourself with a colleague who has
the ability that you lack and you can complement each other.
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Ten Personal Power Skills — Personality
Skill 7: Sense of Humor
Develop the ability to laugh at yourself and not take
yourself too seriously. My motto? "Laugh at Your
Problems, Everybody Else Does!"
Skill 8: Self-Esteem
Self-esteem means being comfortable and happy with
yourself
We develop self-esteem through development of other skills on this list
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Ten Personal Power Skills — Action
Skill 9: Willingness to Take Risks
When you don't have "rigid rules adhered to rigidly," you inevitably have risk-taking
Risk-taking is the pathway to customer service delight and "fabled service."
Skill 10: Creativity
"The juxtaposition of ideas previously thought to be unrelated"
Creativity is what it takes to make a set of principles or guidelines turn into workable solutions
to problems
Use creativity to turn our methods into what the customer wants
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Group Activity: Customers' Skills Ranking
Rank the skills listed below from 1 to 10(1 being the least important) and 10 being the most
important) according to your perception of how our customers are likely to value these skills.
Skill
Points
First Impression
Depth of Knowledge
Breadth of Knowledge
Versatility
Enthusiasm
Big-Picture Thinking
Sense of Humor
Self-Esteem
Willingness to Take Risks
Creativity
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Individual Activity: Personal Skills Evaluation
Rate yourself as honestly as possible for each of the ten power skills. Write the letter A, B, or C for the
statement below that you feel best corresponds to your current level of confidence, competence, or comfort
with each skill:
A: I generally feel quite competent and confident.
B: I generally feel competent, but would feel more confident with some coaching and practice.
C: More often than not, I feel uncomfortable in this skill area.
Skiff Points
First Impression
Depth of Knowledge
Breadth of Knowledge
Versatility
Enthusiasm
Big-Picture Thinking
Sense of Humor
Self-Esteem
Willingness to Take Risks
Creativity
How does your self-assessment compare to the rankings arrived at in the Customers1 Skills Ranking activity?
What does this comparison suggest?
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/Individual Activity: Recent Customer Encounters
Briefly describe two recent encounters with customers which were less than successful. With the benefit of
20-20 hindsight, identify those skills that might have scored additional points for your effort.
Situation A:
Skill Grade
First Impression
Depth of Knowledge
Breadth of Knowledge
Versatility
Enthusiasm
Big-Picture Thinking
Sense of Humor
Self-Esteem
Willingness to Take Risks
Creativity
How would the skills you checked have made a difference in the customer's impression of the service s/he
received?
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ACHIEVING EXCELLENCE IN CUSTOMER S ERVICE — Pa«e2-i3
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Individual Activity: Recent Customer Encounters (cont'd)
Briefly describe two recent encounters with customers that were less than successful. With the benefit of 20-
20 hindsight, identify those skills that might have scored additional points for your effort.
Situation B:
Skill Grade
First Impression
Depth of Knowledge
Breadth of Knowledge
Versatility
Enthusiasm
Big-Picture Thinking
Sense of Humor
Self-Esteem
Willingness to Take Risks
Creativity
How would the skills you checked have made a difference in the customer's impression of the
service s/he received?
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ACHIEVING EXCELLENCE IN CUSTOMER SFRVICR — Pa«e2-i4
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Review Questions
Answer the following questions to review the module.
1. There is considerable difference between position power and personal power. Explain
what the difference is.
2. Of the ten personal power characteristics described, which is the one factor which, during
the service process, shapes the customer's assessment of the service quality s/he has
received?
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Review Questions (cont'd)
3. The ten power skills that people of influence have that are learnable and practicable are
listed below. What is the significance of each one? How can it be learned or improved?
(1) First Impression
(2) Depth of Knowledge
(3) Breadth of Knowledge
(4) Versatility
(5) Enthusiasm
(6) Big-Picture Thinking
(7) Sense of Humor
(8) Self-Esteem
(9) Willingness to Take Risks
(10) Creativity
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ACHIEVING EXCELLENCE IN CUSTOMER SERVICE —Page2-jfi
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Action Plan
From the Personal Skills Evaluation, select three skills that you marked as "B" or "C" and complete the
following action planning activity:
1. Skill:
What specific steps will you take to improve this skill?
(D
(2)
(3)
2. Skill:
When?
What specific steps will you take to improve this skill?
0)
(2)
(3)
3. Skill:
When?
What specific steps will you take to improve this skill?
(D
(2)
(3)
When?
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You Control the Volume
Presence
* Attention
Authentic
Interest
*> Suspend
Judgment
* Patience
Commitment
Ruling Out
the Speaker
Premature
Conclusion
Reading in
Expectations
Reading out
Threats
Rehearsing
Response
* Reacting to
Trigger Words
Responding
w/Evaluation
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Excellent Customer Services Requires Effective Listening
To be effective in dealing with customers, we need good relationship skills, and communication skills
Listening is a critical communication skill, but listening is also very hard work
Four steps for effective, active listening are:
• Attend and be attentive
• Concentrate and focus
• Sense the intent as well as the content
• Understand the message structure/content
All of our education has prepared us to be information-givers rather than information-gatherers so it should not be
surprising that the Number 1 complaint about communication is poor listening.
What does active listening get you?
• The other person feels better about you
• Tension in the relationship goes down — trust goes up
• The relationship grows
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Turn Up the Volume on the Customer...for Successful Listening
Are You Really Willing to Hear the Customer?
Presence Available for listening
Attention The Service Ear is open
Interest How is this customer seeing things? What makes this customer tick?
Suspend Let me understand the customer before I jump in
Judgment
Patience Relax and let the customer express her/his thoughts in their own words
Commitment Getting to true, trusting dialogue where you are connecting with the customer
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Turn Down the Volume on the Static...for Successful Listening
Ruling out the Speaker
Reaching a Premature
Conclusion
/ don't respect what he says
OK, I've heard enough, what s/he wants is
Reading in Expectations / already know the rest of this story
Reading out Threats
Rehearsing a Response
This guy's raging and I've stopped listening
When I get my opening, here's what I'll say...
Reacting to Trigger Words That word sets me off and shuts my ears down
Responding with
Evaluation
Your style is different and therefore inferior to mine; that
matters more than anything you could possibly say...
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Pairs Activity: Monk's Feedback
To complete the activity:
• Select a partner and decide who will be Person / and who will be Person 2
• The two of you are to select a charged-up topic on which you disagree, e.g., jobs vs. the
environment; school prayer vs. strict separation of church/state; availability of multiple birth-
causing fertility drugs vs. outlawing these fertility drugs; public financing of campaigns vs.
ending the $1 tax return contribution option; school vouchers vs. no school vouchers. Pick a
hot topic but avoid topics where feelings run too deep or too hard! We want to build
teamwork, not destroy it.
• The topic you select must be emotional enough so that each party feels strongly about the
opposite point of view.
• Once a topic has been selected, do not discuss it until the activity begins.
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Directions:
When the activity begins:
1. Person 2: Give Person 1 three reasons why you feel the way you do about the topic selected.
2. Person 1: While Person 2 is talking, you may not interrupt, you may not ask questions, you may not argue,
you may not respond to each reason as Person 2 states it. You must listen to Person 2's three reasons
without interrupting at all.
3. After hearing Person 2's reasons, you must, in your own words, feed back those reasons to Person 2's
satisfaction.
4. You must convince Person 2 that you understood his/her point of view.
5. When yon have convinced Person 2 that you have understood his/her point of view, only then may you
give your three reasons for feeling the way you do about the topic selected.
6. When Person / begins giving three reasons for feeling the way s/he does about the topic,
Person 2 must now follow the same rules that Person f did. Person 2 may not interrupt, may not ask
questions, may not argue, may not respond to each reason as Person / gives it.
7. Person 2 must then feed back, in his/her own words, the three reasons stated to Person Ts satisfaction,
convincing Person / that Person 2 understood the point of view expressed.
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After You Complete This Activity.
Think about the activity you just experienced.
1. How did you feel when you were the Listener?
2. How did you feel when you were able to talk?
3. What "lesson" have you learned from this activity that you can use in communicating with your
customers?
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Questioning
Most people have a closed-question style.
Closed Questions
Receive short answers
Ask for facts, details
Are asker-oriented
Have no trust orientation
• Require no thought
Closed Words:
Is Are Do Does Have Has Can Will Would
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Open Questions
Receive narrative answers
• Ask for feelings, emotions, and opinions
• Are responder-oriented
• Are trust positive
• Require thought
Open Words:
Who What Why When Where Which How
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Questioning
People who complain want to be listened to more than they want resolution
Asking the right questions makes listening more effective
Every contact gives an opportunity, and asking the right questions gives us three
opportunities:
— to Provide Service
— to Persuade so that good word-of-mouth reputation/goodwill is generated
— to Reduce Tension (defuse complaints)
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Feedback
Feedback is the bridge between listening and questioning
• Shows you are listening
" Makes for clarification and understanding
« Encourages the speaker to say more, and elaborate on meaning
Paraphrasing is a major feedback tool: Repeat back the same idea, using different words
» Feedback paraphrases should be non-threatening
« Feedback paraphrases should be non-judgmental
Feedback paraphrases begin with phrases such as
Do you mean...?
Are you saying that...?
If I understand correctly, you are saying that..
In other words...?
I guess that means that...Is that right?
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Problem-Solving
A problem is the gap between the desired state of affairs and the current situation.
A Problem-Solving Method
1. Define or Identify the Problem.
• What isn't working?
• What hasn't been done that the customer expected to be done?
• How does the product or service differ from what was expected?
• What would bring satisfaction to the customer?
2. Analyze the Facts
Remember that customers sometimes leave out critical information, either because they don't think that it's
important or they simply overlook it. Probe to make sure that you have all the facts that you need.
Double-check the facts and paraphrase back to the customer to make sure that the true picture is emerging.
• Where can the product or service sought by the customer be found?
• What is the customer's opinion or editorial comment and what is an objective fact?
» Is this a routine or common problem that has a "school solution?"
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Problem-Solving (cont'd)
3. If applicable, generate alternative solutions: One or Two Will Do!
When "Step Two: Analyze the facts" reveals that you cannot provide your customer with exactly what
s/he wants, then you should strive to generate alternatives and offer options.
Options are especially indicated when you have to say no to a customer or when you have an option to
offer that will make the customer's life easier.
4. Mutually agree on the solution and make your commitment:
Underpromise! (Or, at least, don't overpromise)
5. Follow-Up: Overdeliver!
• Check back with your customer — by phone or e-mail — to make sure that the solution worked
« Work with your colleagues to fix procedures that are causing major problems to prevent them
from recurring.
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ACHIEVING EXCELLENCE IN CUSTOMER S ERVICE — Pa«e2-29
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Problem-Solving Exercise
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ACHIEVING EXCELLENCE IN CUSTOMER SERVICE—Page2-30
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Effective Communications...
Appropriate Use of Media
m^
E-Mail
^\\
Phone
-race
Meeting
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Advantages and Disadvantages of Different Media
Telephone
Advantages:
Disadvantages:
Phone-Mail
Advantages:
Disadvantages:
Electronic Mail
Advantages:
Disadvantages:
Facsimile
Advantages:
Disadvantages:
Quick, verbal, immediate
No documentation, connection required, "hip-shot" response
Quick, verbal, immediate, concise
Response not guaranteed, clarity depends on verbal ability
Allows receiver time to think about message, allows for more complex
messages than phone, enables documentation of message, accessible
any time
Channel crowded with junk mail, hard for your message to get noticed if
not expected, effectiveness depends on writing ability, potential
hardware/software interference problems
Allows receiver to think about message
Must be routed by transmission sheet, reception not guaranteed, not suited
for long documents, clarity depends on writing skills
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A CM IRVING EXCELLENCE IN CUSTOMER SERVICI; — Pa«se2-3i
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What Are Your
Pet Peeves?
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Choosing the Medium ... Please Consider
1. Length/complexity of message
2. Message volatility
3. Do you need a written record/paper trail?
4. Does this message need a "warm-up" or personal touch?
5. Does message explain "next steps" or "what we need?"
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The Importance of
Conveying
"No news" news ...
Regularly and Proactively
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E-Mail Courtesy
1. Don't use ALL CAPS
2. Don't assume that the addressee has received and read your message
3. Don't use for sensitive information
4. Don't use for lengthy messages
5. Do spellcheck your message
6. Do write with an upbeat tone!
7. Do focus on outcomes!
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ACHIEVING EXCELLENCE IN CUSTOMER SERVICE — Pa?e2:«
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Special Supplement:
The Telephone
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The Choice is Yours!
Teletone
or,
Monotone
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ACHIEVING EXCELLENCE IN CUSTOMER SERVICE —Page2-37
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Your Tone of Voice Reveals Your Mood
Monotone/Flat Voice
/'m bored and have absolutely no interest in your
problem
Slow Speed/Low Pitch fm depressed and have absolutely no interest in your
problem
Abrupt Speed/Loud Tone
I'm angry and have absolutely no interest in your
problem
High Pitch/Emphatic /'m enthusiastic
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ACHIEVING EXCELLENCE IN CUSTOMER SERVICE —Pace2-38
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Improving Inflection
Regardless of the Voice you were born with...
No Marbles, Mumbles, or Slurrings
Smile when talking on the phone
Practice stressing words
Breathe (deep, long, and slow)
Exaggerate tone
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ACHIEVING EXCELLENCE IN CUSTOMER SERVICE —Page2-39
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Show Some Teeth and Smile
Friendly
Warm
Receptive
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ACHIEVING EXCELLENCE IN CUSTOMER SFRVICK —
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Put the stress on the Words, Not on Yourself!
Defensively:
What would you like us to do about it?
With Interest and Curiosity:
What would you like us to do about it?
Apathetically:
What would you like us to do about it?
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ACHIEVING EXCELLENCE IN CUSTOMER SERVICE — Pa°e2-4i
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More Inflection
Long, Slow, Deep Breaths — Don't let 'em hear shallow breathing!
Exaggerate your tone
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ACHIEVING EXCELLENCE IN CUSTOMER SERVICF -
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The Tone-o-Meter
The Tonc-O-Meter
'Near Death"
'Manic Disc Jockey"
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ACHIEVING EXCF.LLRNCE IN CUSTOMER SERVICE —Pace2-43
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Exercise
Say, "Mark isn't here right now," with your normal inflection
Say, "Mark isn't here right now" with a "10" level of inflection like you were filling
an auditorium without aid of a microphone.
Say, Mark isn't here right now," with an inflection level of "6"
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f futures,
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ACHIEVING EXCELLENCE IN CUSTOMER SERVICE --Page2-14
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Customer Control through Volume Control
If your customer is angry and speaking loudly, drop your
volume lower than the customer's and watch the customer
eventually lower to your volume level.
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Pacing
Rate of Speech — When in Rome...
Level of Intensity — Am 1 showing compassion for the customer?
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ACHIEVING EXCELLENCE IN CUSTOMER SCRVICH — Page2-4f>
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Checkpoint Charlie
Did I...
D Speak without marbles, mumbles, or slurs?
D Smile while 1 was talking?
D Take deep, slow breaths while talking?
D Vary my stressing of words to show a little life?
D Speak with inflection to show interest and concern?
D Use a level of volume that gained the customer's attention?
D Pace the customer by adjusting my rate of speech to match?
D Pace the customer by adjusting my intensity to match?
D Use the customer's name at least three times
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ACHIEVING EXCELLENCE IN CUSTOMER SERVICE—Pae? 2-47
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Telephone Etiquette
Telephone etiquette creates a lasting impression
Callers love consistency
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Principles of Telephone Etiquette
The Greeting
Pick up the phone within 3 rings
Greet the caller with "Hello," "Good Morning," or "Good Afternoon"
Give your name
May 1 help you?
Example:
Good Morning, Administrative Services; this is Monty, how may I help you?
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Principles of Telephone Etiquette ...
How to Put a Customer on Hold
Ask customers if you may put them on hold
Wait for a response
Tell customers why they are being put on hold
Give a time frame
— This will take a moment; or
— I will need to do research for a couple minutes; would you like to hold or
should I call you back?
Thank customers for holding after returning to the line
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ACHIEVING EXCELLENCE IN CUSTOMER SERVICE —Page2-50
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Principles of Telephone Etiquette ..
How to Transfer a Call
Explain why the caller is being transferred and to whom
Ask the customer if s/he minds being transferred
Make sure someone is there to pick up the call before you hang up
Tell the person to whom you are transferring the call the caller's name and the
nature of the call
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Principles of Telephone Etiquette
How to Take a Message
Explain a co-worker's absence in a neutral light, e.g., she's stepped away; she is
out of the office today; she is in a meeting
Inform caller of the person's availability before asking for the caller's name
Give an estimated time of your co-worker's return
Offer to help the person yourself, take a message or transfer her/him to another
party
End the call on a positive note ...
— "Here's what I am going to do"
— "Is there any thing else I can help you with today?"
— Let the caller hang up first
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Accept the Paradox
Being of service is a process that you will be perfecting the rest of your life.
At the same time, it is a day-in and day-out commitment. Be patient with yourself as
the good service habits become ingrained.
Do not let lapses become bad habits.
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