Module 2: Access for Customers

• What part of module one do you remember the most?

• Discuss with your group by way of a recap.

West Cheshire College:Recap Module 1

• First; Make A Great Impression!

• Present a Seamless Experience for the Customer;

= Attitude, Appearance, Approach

• Take Responsibility for the Learning Environment

• Foster Open and Collaborative Cross-college Communication

• Focus on Results, Build for the Future

• Take Pride in Turning Aspirations into Reality

West Cheshire College:Giving you the Edge

What do most customers do when they receive bad service?

What percentage of dissatisfied customers never complain about poor service?

80-90%

What percentage of dissatisfied customers never return as a result of poor service? 70%

Each of those dissatisfied customers will tell their experience to how many other people? 8-10 ( each of them will tell another 4-5….)

How long does it take to acquire a customer? : Months-Years

How long does it take to lose a customer? : Seconds-Minutes

When we lose customers it is often because of non-caring attitudes

or indifference from staff-members!!

It all boils down to the 3 A’s

1. Attitude

2. Appearance

3. Approach

Is this you?

Attitude “Delivering Exceptional Customer Service is 80% Attitude

and 20% Technique”

Why are you here?

Career Choice?Enjoy working with people?Enjoy serving customers?By chance?Flexible schedule?Enjoy education and training?

Reasons why you joined this profession? top Reasons

1. It just happened by chance 2. Because a friend was in the profession and referred

me 3. Because It was the only job I could find until I find

something better 4. Because of the holiday schedules 5. Because I want the benefits 6. Because I want to meet new people 7. Because of the money 8. Because It’s a job 9. Because I feel passionate about education 10. For the pleasure of serving and helping others 11. Because I want to make a difference 12. Because I am good with people 13. I want to meet interesting people 14. I want to work in a profession that is not boring 15. I want to work in a fun working environment 16. Because I want to work in a dynamic profession 17. This is a good employer 18. For the opportunity for advancement 19. To learn new things 20. Because I like the people who work in the industry 21. Because it is a fast-paced environment, the time goes

by fast 22. Because I have always wanted to be in this profession

How do you view customers?

As the person who signs your pay check?

As an interruption?

The reason why you are here?

What does a satisfied customer look like?

Professional Appearance

Role Modeling : How we look and project ourselves has a big impact on our customers;

Appearance basics

Appearance Basics

Dress should reflect the vocational area in which staff are deployed

Observe individual department guidelines and department safety guidelines regarding safety shoe requirements.

Personal cleanliness assists in our attitude about ourselves and avoids offending others.

What does our body language say to our customers?

7% is done through our words

38% comes through our tone of voice

55% through our

Body Language

Interpreting others Body Language

What might you interpret from the following:

Nodding the head up and down

Shaking the head from sideHands out, palms facing upDrumming the fingers or

tapping the footEyebrow raisingRolling of the eyesLack of eye contact

Managing your Body Language

Eye contact is the single most important aspect of effectively communicating with others

Posture – Open, upright posture says approachable, positive

Head Position – level vs. tilted = authoritative vs. friendly, receptive

Arms – location and position can give away a lot about what your thinking

Hand gestures – Palm Up or Palm Down? – Open, Friendly or Aggressive, Dominant?

Distance – recognising others “Comfort Zone”, don’t cross the line

Approach – The ‘Moment of Truth’

Any interaction that a staff member has with a customer, provides the opportunity to

create a Professional Service Experience.

Customer requests and problems can be opportunities to make memorable service

moments!

Anticipation

Know your customer; their appearance, accent, mannerisms and previous history

Anticipate needs and deliver to the customer’s highest expectations

Under promise and over deliver!

Listening and communication

Eye Contact Paraphrasing Questions

– Fact Finding/Clarifying– Attitude Finding/Feelings & Values

Summarising Empathising Active Listening – cues and nods

Chinese Whispers (Listening exercise)

The University of Central Cheshire is planning a new super campus in the middle of Knutsford, with smaller campuses in Chester, Crewe and Macclesfield. The new University will provide a whole range of academic and vocational courses, as well as becoming the region’s first research institution. Amongst its vocational specialisms will be Aeronautical engineering, Barbeque techniques, Circus skills and Victorian ethics. It is anticipated that there will be car parking for 14 hundred students and there will be a helicopter launch pad on the roof of the main campus, so that the Pro-Vice Chancellor can get to work easily.

Never say “NO” – The Power of “I can”

“Great Service Comes in Cans”

…here is what I can do.…I can arrange this for you.…I can check and see what alternative

is available.…I’m sure we can find an alternative.…I can tell you that..

I Can Statements…

The cafeteria food is terrible –I can’t find anything to eat I want to a refund on my course fees – this program is not what I

expected Where are the books I ordered last week, they were supposed

to be in already and I need them for an assignment These classrooms are always so cold I cant study in here The parking here is diabolical – I just can never get to class on

time These assignments are unrealistic – I have to work evenings

and can’t possibly get these completed on time I can’t concentrate in this class – I find the one of the other

students to be very loud and distracting

Recovering poor customer experiences:

1. Listen to the customer and do not interrupt or think about an excuse or what you are going to say. Let them vent and feel heard

2. Apologise to the customer on behalf of the college, and thank the customer for bringing this matter to our attention

3. Empathise with the customer and share with them your concern. It is always good to practice putting yourself in the customer’s shoes to view what they are going through

4. Own the Problem & offer options. Let the customer know that you will personally make certain that the problem is handled, and discuss options for making amends.

5. Explain how the problem is going to be rectified from the solutions discussed with the customer.

6. Follow up to assure that customer has been successfully handled and that they are satisfied with how the problem was handled.

Video task

http://intranet/staff/default.htm

Watch ‘the Edge’ promotional video, and identify all the poor practice which we have covered so far (i.e. listening, body language, appearance, general attitude, etc)

E-mail Handling

Response Time – Acknowledgement Treat as a letter, maintain courtesy Avoid CAPS and Underline Append note being replied too College e-mail is entirely college property and every

document is a record – treat it as such Organize filing and tracking system for easy retrieval

and quick response

Professional Call Handling Techniques

Verbal Handshake Listen to determine needs Question to clarify needs Recap Details Control & Lead the Call Under-promise and Over-deliver Close the call positively

Professional Call Handling Standards

Answer promptly (by the 3rd ring). People judge how efficiently an organisation is run by how many rings it takes to answer

Identify your college/ or department and yourself to the caller after an appropriate introductory greeting, i.e., "Good Morning-Good Afternoon, ………. Speaking, How can I help you?“

Speak distinctly and smile when speaking on the phone. (It helps!)

Address the caller by name at every opportunity.

Professional Call Handling Standards

When the caller asks if an individual is in: "Yes, he/she is...can I ask who is calling?"

If the person is not in, ALWAYS ask if there is someone else who might be able to help (including yourself). If not, ask if you may take a message.

When the person called is busy on another line, ask the caller if he/she wishes to hold for a moment, be transferred to another extension or leave a message.

NEVER BLIND TRANSFER THE CALLER!

Change…

List one work Attitude you would like to change List one thing you could do to make a more

positive/constructive work environment List the name of a colleague you could have a

more effective relationship with List one Customer Service Skill you could improve

on List one skill you could improve on to enable you

to deal more effectively with difficult customer situations

Conclusion

An awareness that “I” have a choice in my actions, behaviours and responses

Positive attitude

Think about how your communication is interpreted by your customers

Focus on the things you can control, not the things you can’t

H1-04

Agree to work as a team…..

There is no limit to what can be accomplished if it doesn’t matter who

gets the credit!

• First; Make A Great Impression!First; Make A Great Impression!

• Present a Seamless Experience for the Present a Seamless Experience for the Customer;Customer;

= = Attitude, Appearance, ApproachAttitude, Appearance, Approach

• Take Responsibility for the Learning Take Responsibility for the Learning EnvironmentEnvironment

• Foster Open and Collaborative Cross-Foster Open and Collaborative Cross-college Communicationcollege Communication

• Focus on Results, Build for the FutureFocus on Results, Build for the Future

• Take Pride in Turning Aspirations into Take Pride in Turning Aspirations into RealityReality

West Cheshire CollegeGiving you the Edge