Customer Service Training. Opening the Door Public Areas.

Customer Service Training

Opening the Door

Public Areas

Facial Expression

Style of Dress

Tool 1: Attitude

Tool 1: Attitude•Powerful tool

Tool 1: Attitude•Powerful tool•Can elicit a similar reaction from our customers

Tool 1: Attitude•Powerful tool•Can elicit a similar reaction

from our customers•Feel it or Fake it!

Tool 2: Body Language &

Attentiveness


Attentiveness• Make eye contact


Attentiveness• Make eye contact• Smile


Attentiveness• Make eye contact• Smile• Stop what you are doing and

face the customer


Attentiveness• Make eye contact• Smile• Stop what you are doing and face the

customer• Sit up in your chair or stand up



customer• Sit up in your chair or stand up• Lean slightly towards the

customer



customer• Sit up in your chair or stand up• Lean slightly towards the customer• Listen to what they are saying

Tool 3: Words & Tone of Voice

Words• Use words that can be easily

understood by our customers

Words• Use words that can be easily

understood by our customers• Library jargon does not always

make sense to our customers

Tone of Voice• Make sure your tone is not

condescending


condescending• Make sure your voice is

energetic and clear


condescending• Make sure your voice is energetic

and clear• Make sure you sound interested

in helping the customer


condescending• Make sure your voice is energetic

and clear• Make sure you sound interested in

helping the customer• Make sure you are conveying the

right emotions with your tone

Remember to Smile!

Helpful Phrases• Were you aware that you have some charges

(overdue items, etc.) on your account?• I/we can…• Would please…• It would be best if…• Please tell me…• I’m not sure. Let me check…• May I have…• I/we will…• How may I help you?

Conclusion

Communication

Stages in Communicating with Customers


• Setting the Stage



• Listening



• Listening

• Reframing & Interpreting the Question



• Listening

• Reframing & Interpreting the Question

• Responding

Beware the Rapport Busters!

Fidgetin

g

Showing lack of interest

Avoiding Eye Contact

Dividing your attention

Interrupting

Daydreaming

Non-productive emotio

ns

Finishing each other’s sentences

Like this!

Reference Interview

http://www.youtube.com/watch?v=Rb0DR96FDn0&feature=youtu.be

Setting the Stage

Listening

Listening• Even if we do not perceive the

message as important, the customer does



• Even if we are not interested in the message, the sender is



• Even if we are not interested in the message, the sender is

• Even if we don’t feel like listening, we must.

Reframing & Interpreting the Question


• “To make sure I am on the right track, let me double check what you want…”



• “To prevent a problem, let me summarize what I heard you say…”




• “To make sure I understand, I heard you say…”





• “I’m afraid I may have misunderstood…”





• “I’m afraid I may have misunderstood…”• “Let me summarize what you

need…”

Responding• To ensure you have provided the

customer with complete service, ask:– Does that answer your request/question

completely?– Is that all that you need?– Is there anything else I can help you

with?

Telephone Communicatio

n

Telephone Communication

• How and when to properly answer the phone



• Keys to good telephone communication



• Keys to good telephone communication• Putting a caller on hold



• Keys to good telephone communication• Putting a caller on hold• Transferring calls



• Keys to good telephone communication• Putting a caller on hold• Transferring calls• Telephone etiquette when you are

the caller



• Keys to good telephone communication• Putting a caller on hold• Transferring calls• Telephone etiquette when you are the

caller• Taking down message information



• Keys to good telephone communication• Putting a caller on hold• Transferring calls• Telephone etiquette when you are the

caller• Taking down message information• Closing a phone transaction

How to Answer the Phone

“Hello, thanks for calling the (insert your department or branch here), this is (insert your name here), how may I help you?”

Keys to good telephone communication


• Avoid distractions and stay focused


• Avoid distractions and stay focused• Avoid doing other tasks while on

the phone


• Avoid distractions and stay focused• Avoid doing other tasks while on the

phone• Smile, it shows in your voice



phone• Smile, it shows in your voice• Avoid eating or drinking



phone• Smile, it shows in your voice• Avoid eating or drinking• Speak clearly and slowly



phone• Smile, it shows in your voice• Avoid eating or drinking• Speak clearly and slowly• Be prepared and have appropriate

supplies by all phones

Placing a Caller on Hold

• Always ask the caller if they will hold and wait for a response & thank them if they agree to hold

• Be sure to put the call on hold, not just set the phone down

If the caller does not want to wait on hold…

• Offer to call the customer back• Ask the customer to call back in “x”

minutes• Suggest calling another branch

Transferring Calls

Transferring Calls• Use the word “connect” or the

phrase “put you in touch with”


phrase “put you in touch with”• Give the department/name and

direct number in case you are disconnected


phrase “put you in touch with”• Give the department/name and

direct number in case you are disconnected

• Give the person answering your name, department and all pertinent information

Transferring Calls• Use the word “connect” or the phrase

“put you in touch with”• Give the department/name and direct

number in case you are disconnected• Give the person answering your name,

department and all pertinent information• If the line is busy, return to the

customer and offer further assistance

Like this!

Transferring a Call

http://www.youtube.com/watch?v=vM6leCEY9J8&feature=em-share_video_user

BreakPlease return to your seats in 15 minutes.

Internal Customers

Who do we communicate with internally?

Branch Staff

Supervisors

Outreach, Substitutes & Volunteers

Special Collections & Reference

Administration & Public Affairs

Collection Development & ILL

Facilities & IT

Security & Janitorial Services

Each and every interaction with our internal customers

should be:

•Clear•Concise•Polite

Not like this….

Clear

•Identify yourself, branch or department

•Have all pertinent information at hand and state your request or information clearly

Concise•Be brief but comprehensive in

your interactions, make sure you are conveying all necessary information, succinctly.

•Be aware and respectful of your coworker’s time

Polite•Use a respectful tone with

your words, both spoken and written

•Be conscious of your surroundings and those of the person with whom you are interacting

Like this…

What methods do we use to communicate with our

internal customers?

Email

Greeting

Brief, concise description

Contact information with Building a Community of Readers Logo

LibraryLand 2.0

Support Ticket - ITS

Asset Tags

Support Ticket - Facilities

Telephone

Face-to-face

We are all working together towards the same goals, remember to have

each other’s backs and cut each other some slack!

Challenging Customers

Make Eye Contact

Turn Your Body Toward the Customer

Control Your Tone of Voice

1.

2.

3.

4.

Four Steps to deal with a Challenging Customer


1. Listen carefully to the customer’s entire story at least once.

2.

3.

4.



2. Rephrase and repeat back to the customer his concern.

3.

4.




3. Define what the problem is so that it can be solved.

4.





4. Find a solution together.

1. Listen carefully to the customer’s entire story at least

once.


once.

• Make Eye Contact


once.

• Make Eye Contact• Take Notes


once.

• Make Eye Contact• Take Notes• Block Out What is

Going On Around You


• Use Short Statements


• Use Short Statements• Talk Softly and Slowly


• Use Short Statements• Talk Softly and Slowly• Weed out what may

be extraneous information


• Acknowledge the customer’s difficulty



• Find out if this is a recurring issue



• Find out if this is a recurring issue

• Verify what the customer wants


• Offer options


• Offer options• Allow customer input


• Offer options• Allow customer input• Offer short-term help


• Offer options• Allow customer input• Offer short-term help• Ask


• Offer options• Allow customer input• Offer short-term help• Ask• Do what you say you

will do

Perform As A Team

Where are you on the Customer Service Continuum?

Pretty Good… Knock-Your-Socks-Off Great!

Two main ways to create this team environment:

•Cheering for each other

•Helping each other with difficult interactions

Help Each Other through Difficult

Challenges

Cheering for each other means keeping each

other focused through positive recognition

Our Challenges to you:

• Make a commitment to look at each customer as an opportunity to grow as a person and an employee

• Use your skills and experience to develop yourself as a Customer Service Professional

• Be effective, caring, courteous and respectful• Enjoy and value your colleagues• Be a valued representative of the Kansas City

Public Library!

[email protected]

mailto:[email protected]

Customer Service Training. Opening the Door Public Areas.

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