You are what you exhale Every time that we exhale We release volatile compounds.
Exemplary Customer Service...4. Help people exhale emotionally and mentally – Don’t interrupt or...
Transcript of Exemplary Customer Service...4. Help people exhale emotionally and mentally – Don’t interrupt or...
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NCRWA Customer Service Training
North Carolina Rural Water Association, Inc.®
NCRWA Customer Service Training
Exemplary Customer ServiceGetting the greatest result from every interaction
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NCRWA Customer Service Training
IntroductionWhy Customer Service?
North Carolina Rural Water Association
NCRWA Customer Service Training
What do YOU want to take away from today?
Name & Employer
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What annoys you most when you are the customer?
NCRWA Customer Service Training
http://www.youtube.com/watch?v=bTbHwnxCGaI
http://www.youtube.com/watch?v=bTbHwnxCGaI
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Who are our Customers?
NCRWA Customer Service Training
Fundamental PointWe are a local Monopoly
…so why do we care what our customers think?
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Why Care About Customer Service?
• Basic business fundamental
• Mission
• Public support ‐> AMBASSADORS– Public image
– Eyes and ears
– Media support
• Governing body re‐election/appointment
• To keep our job!!!
NCRWA Customer Service Training
Does anyone have extraordinary customer service throughout your
organization?
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NCRWA Customer Service Training
• REMEMBER A FEW THINGS:
– Staff should maintain Standard Operating Procedures (SOPs)
• No RISK
– Management may detour from SOPs
• Manager’s Decision
• They own the RISK
– The Board may override policy or the Manager
• Board’s Decision
• Then, they own the risk
Your Role in Customer Service
NCRWA Customer Service Training
One final thought as to why customer service is important…
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NCRWA Customer Service Training
The Customer IS Always Right!
• WRONG ANSWER!!!
• What must ALWAYS be right?
– Our Attitudes
– Our Policies
– Our Procedures
– Our Precedents
– Our Communications
Treat Every Customer with Respect and Courtesy
NCRWA Customer Service Training
Questions?
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NCRWA Customer Service Training
The Basics of Human InteractionsConvince and Persuade
Daniel WilsonExecutive Director
North Carolina Rural Water [email protected]
NCRWA Customer Service Training
• What we tell them to do
• What they agree to do
• What we ask them to do
What do we want people to do?
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NCRWA Customer Service Training
NOTICE: What we really want from people
are all BEHAVIORS!!!
Iceberg Theory
Behavior
Personality
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Personality affects Behavior
So let’s go below the waterline and discuss why people behave
like they do!
NCRWA Customer Service Training
Who has dealt with the normally nice person that is now irate?
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Maslow’s Hierarchy of Needs
The Human Brain
Reptile Brain
(the snake brain)
Mammal Brain
(the rabbit brain)
Primate Brain
(the human brain)
(Just Listen by Mark Goulston)
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“Humans are primates. That doesn’t mean that you came from a monkey; it just means you are a
different kind of monkey!”
Get People To Do What You Want by
Gregory Hartley & Maryann Karinch
NCRWA Customer Service Training
Snakes, Rabbits, & Monkeys
That’s who we deal with!
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How can we Persuade and Convince them?
• Our purpose is not to defeat, but rather to convince and persuade.
• Competition is Win‐Lose
• Persuasion is Win‐Win
– Put all expectations on the table
– Keep them informed
– “I’m not your enemy”
The Purpose of Persuasion(Patrick H. McGaughey, CPF, IOM)
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What do you expect from others?
Did you inform them of these expectations?
• Smile
• Remember that a person’s name is the sweetest and most important sound in any language
• Be a good listener
• The only way to win an argument is to avoid it
• Show respect for the other person’s opinion
How to Win Friends and Influence People(by Dale Carnegie ‐© 1936)
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1. Get your own emotions in check
2. Make the other person feel felt – Empathy
3. Make the person feel valuable
4. Help people exhale emotionally and mentally
– Don’t interrupt or play into their planned speech
5. Remove your dissonance – See past your own beliefs
6. Steer Clear of Toxic People – Different than irate people
Core Rules for Getting Through to Anybody(Just Listen by Mark Goulston)
NCRWA Customer Service Training
Practice #1
Giving a compliment
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“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made
them feel.” Maya Angelou
NCRWA Customer Service Training
1. Gifts
2. Quality Time
3. Words of Affirmation
4. Acts of Service
5. Physical Touch
The 5 Love Languages(The 5 Love Languages by Gary D. Chapman)
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Quit
Taking It Personal
NCRWA Customer Service Training
1. Absorb the attack
2. Develop a Strategy
3. Execute Your Strategy
4. Shake It Off – Regain Self‐Control
The Daniel Wilson Technique
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NCRWA Customer Service Training
• How do you maintain/regain self control?
– Washing Hands
– Deep Breathing
– Eat/Drink
– Walk around the building
– Throw away/clean off your desk
– Canned Text – 4 Magic Phrases
Super Power Techniques
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Finally: 4 Magic Phrases
http://www.youtube.com/watch?v=g5RknemM8Hw
http://www.youtube.com/watch?v=g5RknemM8Hw
NCRWA Customer Service Training
“That interesting…
1. …Tell me more!”
2. …Why would you do that?”
3. …Why would you say that?”
4. …Why would you ask that?”
4 Magic Phrases
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NCRWA Customer Service Training
Questions?
NCRWA Customer Service Training
NETWORKING BREAK
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WWW.NCRWA.COM