Skills for the customer centered economy, st. louis oct 15 2014
St. Benedicts Customer Service
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Transcript of St. Benedicts Customer Service
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Are You Being Served?
A Customer Service Workshop
St. Benedict’s Church
November 30, 1998
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Today’s Agenda Learn how to incorporate customer
service skills in day to day activities.
Why it’s important for parishioners to have a good “experience” with the staff.
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Topics of Discussion Customer Service Exercise
What is customer service?
How does team work affect quality customer service?
Conclusion/Questions
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Customer Service Exercise Write down one bad experience
you had with customer service.
Write down one good experience you had with customer service.
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Bad Customer Service
Jot down one experience you had where you received poor customer service:
_____________________________
_____________________________
_____________________________
_____________________________
_____________________________
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Good Customer Service
Jot down one experience you had with good customer service:
_____________________________
_____________________________
_____________________________
_____________________________
_____________________________
_____________________________
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Customer Service ExerciseList ways in which St. Benedict’s may
be expressing attitudes of indifference:
_____________________________
_____________________________
_____________________________
_____________________________
_____________________________
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Customer Service Exercise Which is easier to remember, the
good or bad experiences?
How would you change the bad experience to make it a good one?
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What is Customer Service? Types of customers:
Parishioners General Public Other Staff
Types of Contact Telephone Contact Face to Face Contact
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Handling Complaints by Telephone
Prepare Yourself Check your body posture Grab some paper and a pen Commit to the “adult” behavior state
Listen Rationally Hear all they have to say without interrupting Provide oral feedback to let the caller know
that you are “there” Record the key points as they talk
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Establish Rapport Use the other person’s name State your purpose, which is to solve the
problem Indicate that you are taking notes Ask questions to gain further clarification
Create the Solution Ask what the caller would like done Speak in positives Sell the solution
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Confirm and Close Review the agreements you have
reached Use terms that express mutuality Be explicit about next steps
Follow Through
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Personal Attitudinal Quality Over 50% of attitudinal quality is
conveyed in your voice tone.
The way you feel about yourself comes across clearly over the phone.
Your concern for the other party comes across clearly over the phone.
Your attitude has a tremendous effect on their attitude.
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Exercise #1
Identify components of customer
service in your area of responsibility
that need improvement:
_____________________________
_____________________________
_____________________________
_____________________________
_____________________________
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Exercise #2
List some actions you can take or
influence that will cause
improvement:
_____________________________
_____________________________
_____________________________
_____________________________
_____________________________
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What do Customers Want?
Competent courteous staff Treated with respect Guidance from their perspective To feel good To have their problems solved Feel special Have their expectations met To do most of the talking
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Good Problem Solving Skills Express respect (what you are telling
me is important). Listen to understand (tell me what
happened). Uncover the expectations (determine
what they feel needs to be done). Outline the solution or alternatives (I
will do the following). Take action and follow through. Check back for satisfaction.
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Open QuestionsThese are questions that cannot be
answered with a “yes” or “no”. Open questions cause the parishioner to elaborate. These type of questions begin with: why, which, how, when, what and who. Other forms of open questions aren’t questions at all, but directives that guide the parishioner into providing you with viable information. Examples: tell me more, please elaborate, that’s interesting, then what happened.
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Closed QuestionsClosed questions can be answered “yes” or
“no”. These type of questions are used to gain confirmation or to direct. They start with could, would, can, do, might, and, is.
Examples: confirming - “As I understand it, Mr. Williams,you have relatives that are non-Catholic, is this correct?”
Directing - “Can you make the decision by the end of the week?”
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How Does Team Work Affect Quality Customer Service?
What can you do as a team to promote quality customer service?
What can you do as a team member to promote quality customer service?
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Characteristics of High Performing Teams
Enthusiasm - Passion/Intensity
Support Each Other
Respect for All
Communication - Open
Feeling of Making a Contribution
Resolve Conflict Openly
Open Minded
High (Positive) Energy Levels
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Can-Do Attitude
Quality Commitment
Common Goal
Ethics Valued
Give/Take Criticism Constructively
Challenge the Process
Accept Change
Sense of Pride
Optimistic
Good Organization
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My Contributions to the Team To what extent am I committed to the
goals of the team? If the commitment is low, why is that?
To what extent do I contribute to the team’s effort? What positive contributions do I make?
Do I get a sense of genuine acceptance by team members (including team leader) on this team? Was I accepted early on?
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How does my acceptance by team members influence: My performance My confidence My relationships My motivation My attitude/morale My communications
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Effective Team Members
Help out to get the job done Give positive energy to the team Run with the ball - make decisions
and move projects closer to completion
Take appropriate risks Ask for help during hectic
periods…and give it
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Are trustworthy and help create a climate of trust
Are patient, enthusiastic, and respectful
Are fun to work with Look for ways to add value Flexible and innovative
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Tips on Working Happy
Adopt an attitude of “mature playfulness” on and off the job.
See how many people you can make smile or laugh each day.
Share your mistakes and foibles with others so that they will “lighten up”.
Listen intently and comment on the humor of what you and others say - people say funny things!
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Bring cartoons to work to share and display.
Catch people doing something good and comment on their behavior.
Smile!
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You Don’t Have to Say ItYou don’t have to tell how you live each day
You don’t have to say if you worked or you played
A tried true barometer serves in its place
You don’t have to say it, it shows on your face
For the blood and the skin form a thin veil of lace
What you wear in your heart, you wear on your face
If your life is unselfish, if for others you live
Not for what you get, but for how much you give
If you are kind and patient, despite your hectic pace
You don’t have to say it, it shows on your face.
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Thank You!