Customer service

Six Steps to Excellence

Customer Service Workshop

Business Skills Coaching: Improving Performance and Confidence

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Welcome to an irrelevant workshop!

Useless!Ineffective!Forgettable!

Waste of time!Worthless!


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AndYou have already

paid for it!!

So What!


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But . . . you are my customer!

Are youHappy yet?

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Good Mornin

g!

95% of what we do every day . . .

Habit! 6

Business Skills Coaching: Improving Performance and [email protected]


Where do habits come from?S R

Internal

Stop

Eat

External

7Business Skills Coaching: Improving Performance and

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One way to change a habit . . .

S R


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Pause

UCICCIC

CC


Confidence

Presentation & Training Skills

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UCC


Confidence

Presentation & Training Skills

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Are all habits good habits?

Why do we approach an activity?

Or avoid an activity?


Habits


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What is a “bad” habit?

How do we develop “bad” habits?

Why is a habit (behaviour) “bad”?

Why continue a “bad” habit?


Habits


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How are we “aware” of a “bad” habit?

How do we “know” we must change?


Habits


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1. Unaware: Unconscious Incompetence

2. Aware: Conscious Incompetence

CHOICE POINT: Change or not?

3. Change: Conscious Competence

4. New Habit: Unconscious Competence

Then . . . .?


One way to understand habit change.

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1.Need2.Want3.Believe you can4.I will5.Show me how

Attitude

Knowledge

1.Fundamentals2.Concepts3.Principles

Practice

1.Be patient2.1 step at a time3.With a coach4.10,000 hours5.Frustration6.Body & Mind

Skill 1. If you can’t do it, you don’t know it

2. Confidence comes from successful performance

3.And now . . .

1. Treat as equal2. Don’t make the

person feel stupid while learning something new



Process of Growth

Another way


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Thank you1. Do what I love to

do

2. Chance to work on my goal to make a difference


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So What!1. Prisoners

2. Tourists

3. Sponges



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Are you having fun?

(yet?)


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1. Ask, state, “yell”: So What!!!!!

2. Ask: Why are we doing this?

3. Tell me: "Say it again.”

4. Tell me: "Slow down.”

5. Don’ let me just “cover” a topic.

6. Demand the skill to “do it”.

Get the “most” from your program????


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7. Share knowledge, experience, and wisdom.

8. Show and accept "logic" and "emotion”

9. Education: TAKE IT!10% given

90% taken

10.Ask continually: "How can I use this?"

Get the “most” from your program????


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Process Share Discuss Practice Commit

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ObjectivesContent

Introduction What is

customer service?

Worst / Best Six Steps Practice Commit


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Getting to know you! Name? Where from? What do you do? What do you do best? What is good customer service? What is bad customer service? “Hope” to gain from this

program?


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So What?Why time to do this?

• Get to know you

• What you want

• Listen: write down

• English ability


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What arethe most important

personal characteristics

of a greatcustomer service

person?


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Some CharacteristicsPlease write 3 – 5 characteristics

What is always the most important?

Why?

Attitude

Ski

ll

Knowledge ( %)

( %)

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Your Customer Service Examples:

• Your job . . . • Personal experience . . . • On the phone• In person• Something needs repair• Need replacement


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Worst Way Demonstration

• Purpose: to show the very worst customer service.

• This is to be as horrible as possible.

• Terrible, terrible, terrible example of customer service.

• Anything goes!


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Worst Way Demonstration• Directions

• I will select groups• Each group creates terrible

customer service example• 5 minutes to prepare• Demonstration: maximum 1 ½

minutes• “What was done wrong?”


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What was done

wrong?


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Done Wrong

Opposite Actions

1. 1. 1.

2.

3.

2. 2. 1.

2.

3.

3. 3. 1.

2.

3.

4. 4. 1.

2.

3.


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What is a customer?

• Before the “sale” is made?• a potential customer.

• When the “sale” is made:• now a customer


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“Customers”

What organizations have customers?


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What is “customer” service?

• What does it feel like?

• How is bad customer service different from good customer service.


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What does does “customer service” mean to:

• You?

• Your organization?

• Your job?

• Your industry (i.e. competitors)?


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Reality

You don’t need much training for 50% of your customer contacts.

1 SD – 34%

2 SD – 14%

3 SD – 2%

Using as a way of looking at . . .



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Comment Response

Negative PositiveI can’t get this to work.

What is taking my refund so long?

Where can I get this repaired?

I am sorry, what did you say?

Can you speak English?

Where is the ABC company?

I’m lost can you help me.

I know he is not in, but . . .


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What is marketing?

• The process of the “sale”

• Marketing and Selling

• Expense, Revenue, Profit

• Good: tell some

• Bad: tell everyone

• Positioning


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Now:

You are the customer

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You have no need

Then . . .

Something happens . . .

And you “realize” you have a need.

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Think about buying:


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What now?You realize . . .

You start to search . . . Where?

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Stores

Magazines

Friends

Parent

Websites

Newspape

r

Facebook

Television


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You evaluateYou compare . . .

Price

Quality

“S” Curve

Place

Style

Utility

Promotion

Guarantee

Available

Urgency

Ease of Use

Reputation

Product

New

Peers



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Drive

Wear

Smell

Try

Take home

Free Demo

Show

Read

Library

Trial


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Purchase

You give your money

You check into the hospital

You step onto the plane

You enter into an agreement

You step into the taxi


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Put on?

Drive it home?

Learn how to use it?

Show it off?

Eat it?

Now What?

Then What?


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It is the next day . . . Does the product’s “performance”

match my expectation?

Perf

orm

ance

Time

Perf

orm

ance

Time

Perf

orm

ance

Time

E - Expectation R - Reality

E

ER R

R

E

What is our objective?

Gap Gap


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Did it work?

Gap?

Did it break?

Gap?

Could you put it together?

Gap?

After the sale“Thinking”



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Was it a good price?

Gap?

Did they wrap it well?

Gap?

Could you wash it?

Gap?



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Did the warranty help?

Gap?

Was it a good decision?

Gap?

Would you recommend?

Gap?



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And Now!

Re-purchas

e!

Where will you buy

an equivalent product or service?

Same place?

Somewhere else?


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And now . . .

What will you say?

About this product or service

to your friends,to your family,

to your co-workers,

to anyone elseclose enoughto hear you?


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Will you be “positive”and tell a few

or “negative” andtell everyone?


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Why is your response so important?

How does your response effect that company’s

profit,survival, and

success?


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1. Look

2. Engage

3. Ask

4. Listen

5. Respond

6. Confirm


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1. LookTurn toward personLook at eyesCustomer awareFew distractions


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2. EngageHiHappySadAngryFrustratedNot “Can I help you!!!!”


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2. Engage (2)

RelaxedPhysically get in stepVerbally get in step


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3. AskPermissionTold why ask permissionExplain gap ideaWas appropriateToneSincere


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4. ListenSquare offOpenLeanEyeRelaxRepeat

Oh? Oh! OhEncouragin

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5. RespondPossible answer(s)SummarizeGet agreementWe can’t do thisHowever, we can doSimple to complexPolite


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6. ConfirmSo, you agree to . . .We will . . .Is there anything else?Today . . . Next week . . .Thank you


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PracticeTriads: 3 people will work together

Activity: Three practice role-plays.

Roles: CustomerCustomer Service Professional (CSP)Observer


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Situation: Each group will create one scenario and use it for the three role-plays.

Activities: Clarify issues and

possible actions3 roles plays – each 5 minutesEach person plays each roleInteraction – about 2.5 minutesComments from observer – 1 minuteObserver card goes to the CSP


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Evaluation1. One thing you enjoyed.2. One idea you will use.3. An idea you did not

understand.4. A skill you would like to

improve.5. Comments6. Would you recommend this

workshop to others?


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Back

Reminder Card

Front


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Thank youfor this opportunity

to work with you.


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Pre-workshop preparation

Handed out and worked on before the workshop begins


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Tent Card


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Customer service

Business

Transcript of Customer service