Developing Winning Attitiudes

04/10/23Jon Moffat - July 20001

Developing Winning AttitudesDeveloping Winning Attitudes


Developing a Winning Attitude Developing a Winning Attitude

To be able to succeed in today’s competitive landscape, a “Winning Attitude” is the most important ingredient.



Through this training, you will learn how to develop and enjoy the “Winning Attitudes” necessary for customer service communication success.



The training comprises of 9 modulesWe will work through one module at a

time (1 per week)Some follow-up work may be required by

you between sessions


AgendaAgenda

1. Customer focus2. Active listening3. Using positive language4. Adapt your communication style5. Complaints and solutions6. Questioning techniques7. Educating customers8. Controlling the event9. The FUN factor10. Winning attitudes


Overview Overview

You will discover new ways to effectively help customers via e-mail or phone

The key to a “Winning Attitude”

Learn the benefits of listening techniques

Learn how to provide exceptional customer service

Learn how to effectively control each event

Create a great first impression

Learn the words and phrases that create positive effects

Learn to love the challenge and satisfaction of asking the right questions and educating customers

Learn to use the words and phrases that create positive results

Discover the positive effects of focusing on your customer

You will come to realise that you are the voice of DoubleClick


Module 1Module 1


Customer FocusCustomer Focus

Why don’t customers return?What percentage of people would you guess would give one of the following reasons for not doing business with a company again?

___% Friends in business

___% Die

___% Perceived indifference

___% Dissatisfaction with product or service?

___% Competition

___% Move



FOCUS makes it easy…

FOCUS



It’s the obvious that works…

What three techniques would you use to develop trust?1.2.3.




What three techniques would you use to develop an understanding the customers needs?1.2.3.




What three techniques would you use to present a solution or solve the problem? 1.2.3.




What three techniques would you use to gain agreement or customer satisfaction?1.2.3.



The four “S” of an effective opening…

SmileSpeak upSlow downSpeak clearly



Tone says it all…GreetingQuestioningEducating/presenting informationGaining agreementResponding to an aggressive personGood-bye



Use words that motivate…HelpResultsEasySave moneySafeProve

New Guarantee Discover Time saver Results



Use the persons name…

Shows your listeningShows you appreciate them


SummarySummary

In this session you learned about the importance of “Customer Focus”

You can now apply what was learned when in contact with clients


Module 2Module 2


Active ListeningActive Listening

What are 10 reasons why listening will help you achieve results?1.2.3.4.5.6.7.8.9.10.



Acknowledge the person

1. To show you are listening and understand2. To develop a rapport and make the caller feel

comfortable3. To clarify and correct information4. To help you concentrate



Techniques for better listening….1. Develop the ______ to be a good listener. Your

________ is the most important factor.2. Voice ____________ to the caller.3. Don’t __________. Make sure that the caller

has fully expressed his/her thoughts so that you understand his/ her full meaning.

4. If the caller interrupts you, what should you do?



Techniques for better listening….5. Fully________ and _________. Listening is an

active skill.6. Limit your talking. You have two ____ and one

_____, use the accordingly!7. If you don’t understand something, ask for

_______.8. Take ____. You are unobserved.9. Talking is sharing. Listening is ______.


SummarySummary

Listening is an active skillIt helps us to understand the customers

needsIt can be applied easily and the benefits are

that it helps you to control the call and solve the customers problem.

Allowing the customer to be heard helps avoid a feeling of indifference!


Module 3Module 3


Using Positive LanguageUsing Positive Language

Negatives: Blame Past Can’t Try Criticism Dictate

Positives Solution Present or future Can Will Praise / benefits Educate



Avoid combat come-ons… You didn’t do the right thing. You are wrong. DoubleClick policy is… You have to talk to… I don’t have authority too You are confusing me Unfortunately you should have What is your problem? No problem. I know how you feel



Avoid combat come-ons… You didn’t do the right thing. You are wrong.

– Try it this way it’s easy… DoubleClick policy is…

– What you can do is…

– What we can do is… You have to talk to…

– I recommend that you speak with ….they can help you with that



Avoid combat come-ons… I don’t have authority too

– Let me check the best way to do that and I will get back to you.

You are confusing me– Could you help me by rephrasing that?– Let me check that I understand…

Unfortunately you should have– Lets do this…– I recommend… – You can…



Avoid combat come-ons… What is your problem? No problem.

– What can I do to help you? I know how you feel

– I understand…– I appreciate…



Avoid combat come-ons…There is nothing I can doI will try to get that information for youThere has been an error on that persons partThe system is downDo you have any questions? Do you understand?Yes, but…No that’s not possible



Avoid combat come-ons… There is nothing I can do

– I can arrange for you to speak with… I will try to get that information for you

– I will source that information for you There has been an error on that persons

part– Let’s see what we can do to fix that



Avoid combat come-ons… Do you have any questions? Do you

understand?– Do you think that you can do that?– Can I clarify this further with you?

Yes, but…– I will check to see how we can assist– What we can do is…

No that’s not possible– What we can do is…


SummarySummary

Listening is an active skillIt helps us to understand the customers

needsIt can be applied easily and the benefits are

that it helps you to control the call and solve the customers problem.

Allowing the customer to be heard helps avoid a feeling of indifference!


Module 4Module 4


Adapting your communication styleAdapting your communication style

Choose the characteristics that most describe you…

Style 1__ Decisive__ Independent__ Tends to be dominant__ Strong willed__ Wants immediate results__ Cause action__ Likes power and authority__ Likes freedom from control__ Outspoken__ Wants direct answers__ Restless__ Competitive__ Adventurous__ Assertive

Style 2__ Optimistic__ Tends to be exciting/stimulating__ Generate enthusiasm__ Often dramatic__ Open and friendly__ Likes working with people__ Desires to help people__ Like participating in groups __ Wants freedom of expression__ Wants freedom from detail__ Like change, spontaneity__ Persuasive__ Appears confident__ Likes recognition



Choose the characteristics that most describe you…

Style 3__ Orderly__ Performs exacting work__ Like assurance of security__ Uses critical thinking__ Follows rules__ Reads and follows instructions__ Prefers status quo__ Prefers no sudden or abrupt change__ Tends to be serious and persistent__ Cautious__ Diplomatic__ Respectful__ Agreeable

Style 4__ Patient__ Good listener__ Shows loyalty__ Concentrates on task accuracy__ Likes security and stability__ Needs good reasoning for change__ Home life a priority__ Expects credit for work done__ Likes traditional procedures __ Dislikes conflict__ Neighbourly__ Considerate toward others__ Important to perform good work



If you became the customer how would you to be assisted with your enquiry? Taskmaster…

Positive first impression:Behaviour you reject:Communication style:Demonstration of stress:Listening style:Time orientation:Concerns to overcome:



Style 1 –TaskmasterHandy Hints for dealing with us…

1. Be precise2. Get to the point3. Make it snappy



If you became the customer how would you to be assisted with your enquiry? Enthusiast…

Positive first impression: Behaviour you reject: Communication style: Demonstration of stress: Listening style: Time orientation: Concerns to overcome:



Style 2 – EnthusiastHandy Hints for dealing with us…

1. Like to pass the time of day – love to chat

2. Friendly3. Don’t get too detailed



If you became the customer how would you to be assisted with your enquiry? Analyst…




Style 3 – AnalystHandy Hints for dealing with us…

Be precise1. Give plenty of detail2. Need time to digest the information but

work to deadlines



If you became the customer how would you to be assisted with your enquiry? Mainstay…




Style 4 – Main StayHandy Hints for dealing with us…

1. Can be over friendly2. Don’t get too technical3. Make it snappy


SummarySummary

Being able to adapt your communication style is an important part of dealing with customers

You ability to adapt to different styles may have a profound affect on how you deal with different personalities.


Module 5Module 5


Complaints and SolutionsComplaints and Solutions

Finding a solution may require you too:1. Apologise2. Investigate3. Educate4. Rectify5. Ask what they expect



How would you find the solution to the following type complaint?What language would you use?

“Request beyond agreement”

Eg:




“technology they don’t understand”

Eg:




“No body got back to me as promised”

Eg:




“The did not get the help or service they expected”

Eg:



Six steps of complaint management

1. Listen carefully and give listening noises.“I see, I understand, etc”

2. Acknowledge how they feel by showing the right amount of empathy. So not overdo the empathy thing…but do not ignore the emotion.




3. Let them know that you can help and clarify the situation

4. Find a solution that rectifies the situation– Do you investigate?– Do you apologise again?– Do you educate and correct misinformation?– Do you ask what they expect? Why?

“How would you like this matter resolved?”




5. Repeat back to the customer what you will do and ask for agreement:“Does that clarify the situation?Does that meet your needs?Is that helpful to you?



Six steps of complaint management.

6. Thank the customer for the complaint.- “Thank you for telling me about this so

that we can rectify it for you.”


SummarySummary


Module 6Module 6


Questioning TechniquesQuestioning Techniques

Types of questions1. Closed ended questions

– Often begin with have, has, are, did, would, could

– Used to direct and manage conversation– Used to clarify or qualify– Usually get a one word answer such as

“yes” or “no”



Types of questions2. Open ended questions

– Often begin with who, what, when, why, how

– Used to encourage speaker to talk– Used to gain information



Questions that will help ascertain the problem quickly?

2. Open ended questions– My ads are not serving– My ads do not click through– Reporting discrepancies



Questions that will help ascertain the problem quickly?

2. Open ended questions– My ads are not serving– My ads do not click through– Reporting discrepancies


SummarySummary


Module 7Module 7


Educating the agentEducating the agent

Educate the customer in a concise manner. Explain the solution Explain where they can find out more

information (support site) Offer training if necessary


SummarySummary


Module 8Module 8


Controlling the callControlling the call

1. Concentrate on the purpose of the call and focus on the needs of the customer.

2. Let the agent know immediately what you are going to do for him/her.

3. If you are loosing control of the call interject with the persons name and use a closed question to get the customer back on track and then direct the questions.



3. If you are loosing control of the call interject with the persons name and use a closed question to get the customer back on track and then direct the questions.

4. Don’t voice encouragement to a customer that is rambling on.



5. If the person repeats themselves, it means that he/she feels that you haven’t understood what they said or wants you to acknowledge what they said.

6. Use the team approach.– “Lets solve this…”– “Lets get this information for you now…”



7. Take control by taking responsibility.“My name is …. I make sure that…”

8. Use wind up phrases“Thank yo for…”“I won’t delay you any longer.”“I will e-mail that to you now”“Has that been helpful?”


Module 9Module 9



P -R -I -C -E -


SummarySummary


Where to Get More InformationWhere to Get More Information

Other training sessionsList books, articles, electronic sourcesConsulting services, other sources

Business

Developing Winning Attitiudes