Copyright © 2004. All Right Reserved. CBP™ Customer Service Series EXAM C20-507

Copyright © 2004. All Right Reserved


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CBP™ Customer Service Series

EXAM C20-507


Introduction

• Name

• Work experience

• Share about yourself

Share your educational background Expectations of the coursecbp


Facilities


Module 1: Introduction to Customer Service

ObjectivesUpon completion of this module you will be able to do the

following:1. Describe what customer service is2. Identify who your customers are3. List some ways to interact with customers4. Explain the need for customer service5. Describe your understanding of the importance of customer

service6. Explain the importance of having the right attitude when

delivering a quality customer experience7. Develop a natural excitement throughout the customer

service process


Introduction

The increased competition of the global economy has madecustomer care one of the top priorities of many companies.Successful businesses are now more customer-centric and placea high value on their customer care professionals.

This module will give you an introduction to customer service andwill also focus on the foundation needed to build life-longcustomer relationships through the development of positivecustomer care approaches.


What Is Customer Service?

Objective 1: Describe what Customer Service is

•Developing a customer-centric mindsetFocus on serving customers


Who Are Your Customers?

Objective 2: Identify who your customers are

Internal CustomersExternal Customers


When & Where Does Customer Service Take Place?

Objective 3: List some ways to interact with customers• Person-to person

• Telephone Internet e-mail, Internet chat All forms of written communication Fax


The Need For Customer Service

Objective 4: Explain the need for customer service

PenaltiesRewards


What Does Customer Service Mean To You?Objective 5: Describe your understanding of the importance of customer service

Are you self-focused or customer-focused?


The Self-Focus Company

Figure 1.1. The Self-Focus Company


The Customers-Focus Company

Figure 2.1. The Customers-Focus Company


Developing a customer friendlyattitude

Objective 6: Explain the importance ofhaving the right attitude when delivering aquality customer experience

Evaluation


Figure 3. Foundation


Excitement is Contagious

Objective 7: Develop a natural excitementthroughout the customer service process

Be excited about your product Be excited about your customer Be excited about meeting your customer's

needs via your product


Summary • Customer Service is the process of meeting a customer’s need

and expectations by providing a high level of quality service resulting in satisfied customers.

• Customers apply to both internal and external customers. Internal customers are persons within your organization who depend upon you for your service to perform their own jobs. External customers are persons outside of your organization with a need that your company is able to fulfill.

• We interact with customers in a variety of ways such as person-to-person, telephone, internet, written communication and fax.

• Customer service is essential for satisfied and loyal customers as well as employees.

• The heart of customer service is the joy of seeing our customers satisfied.


Module 2: Communication Skills

Objectives

Upon completion of this module you will be able to do the following:

1. Describe the fundamental communication skills required for effective customer care.

2. Describe the key aspects of non-verbal communication.3. Describe the key aspects of verbal communication.4. Explain the role that ‘choice of words’ play in verbal

communication.5. Explain the role tone plays in verbal communication.6. Explain the importance of presenting a professional image.


Introduction

Communication skills are essential components to every customerservice professional. Learning to communicate the right messageto your customers is critical to the service they experience.Communication means more than just using the right words. Itfocuses on the entire message that the customer receives.

This module will provide you with the necessary verbal and nonverbal communication skills that are important to customer serviceprofessionals. Here, we will also discuss the importance ofpresenting a professional image.



Non-Verbal Communication Skills

Objective 2: Describe the key aspects of non‑verbal communication

•Body Language

•Eye ContactFacial ExpressionsHand GesturesBody PostureTouchPhysical Distance


Verbal Communication Skills

Objective 3: Describe the key aspects of verbal communication

Choice of wordsTone of voice


Verbal Communication Skills: Choice Of Words

Objective 4: Explain the role that “choice of words” play in verbal communication

•May I

•PleaseThank youThe closeBe positive



Presenting A Professional Image

Objective 6: Explain the importance of presenting a professional image

AppearanceDressGrooming


Summary• These communication skills can be classified as verbal and non-verbal.

• Personal image plays an important role in communicating a positive and professional message.

• Some of the key aspects of non-verbal communication are eye contact, facial expressions, hand gestures, body posture, touch and physical distance.

• Some of the key aspects of verbal communication are choice of words and tone of voice.

• The words you choose when communicating with your customer should convey to him feelings of importance, respect and value.

• Your tone of voice expresses important characteristics such as inflection, energy, volume and pace.


Module 3: Customer AnalysisKnowing Your Customer

Objectives

Upon completion of this module you will be able to:1. Describe the three (3) customer working styles or

classifications2. Identify the characteristics of the Assertive working style3. Identify the characteristics of the Analytical working style4. Identify the characteristics of the Amiable working style5. Identify a dominant behavioral pattern or working style using

a given scenario6. Highlight the importance of knowing your customer’s working

style


Introduction

Every customer may have a different working style that requires

a different service approach. Developing a thorough

understanding of your customer’s dominant working style is one

of the many stages involved in getting to know your customer.

This module provides you with the skills needed to accurately

identify your customer’s working style, enabling you to better

serve your customer.


Knowing Your CustomerObjective 1: Describe the three customer working styles or classifications

•Result-oriented (Assertive)

•Detail-oriented (Analytical)People-oriented (Amiable)


The Assertive Working Style

Objective 2: Identify the characteristics of theAssertive working style

Result oriented



The Amiable Working Style

Objective 4: Identify the characteristics of theamiable working style

People-Oriented


A Dominant Behavioral or Working StyleObjective 5: Identify a dominant behavioral pattern or working style using a given scenario

Dominant working styleIdentify Your working style


Now that you have identified your dominant pattern and

are also able to identify it in your customers, let us

examine a few scenarios to determine the most

appropriate response.

Exercise


Scenario 1Customer: “Excuse me Sir; I am looking for a progressive scan DVD

player. Do you have one in stock?”

Customer Representative:

“I am not sure, I will have to check. We had three customers in this morning, who purchased all we had on the shelves. However there may be some left in storage. Would you like me to check, sir?”

Customer:

“Please do!”

Exercise Continued….


Customer Representative (After returning from checking):

“Yes sir, I saw three models in stock, can you say which one you were interested in?

Customer:

“Could you briefly describe the models?”

Customer Representative: Well sir, we have the NUsoney, AntoX and EXtraY models.

Each comes with various features such as CD player, recorder, built-in radio and the ability to play various types of media. There was a customer who bought the NUsoney for his son who’s just about to enter college. I guess you can’t go to college without a DVD player…”

Scenario 1 Continued….


Customer (Interrupts):

“What are the prices on each model and which in your opinion is the best?”

Customer Representative:

“Well, let me think, the AntoX is really the best and is just five dollars more than the others.”

Customer:

Okay thanks, I will take the AntoX.

Scenario 1 Continued….


Scenario 2

Customer: “Hi, I was looking at your cars.”Customer Service Representative: “Great, there is an unbeatable deal on SUVs this month!” Customer: “Isn’t the fuel consumption of SUVs high, and isn’t maintenance more expensive…?”Customer Service Representative (interrupts): “It’s a great deal; everyone is talking about buying it. You

wouldn’t want to miss out on this deal.”Customer: “How does it compare to this car over here?”


Customer Service Representative:“It is a better deal.”Customer:“I am sorry; I was really looking for something with low fuel

consumption, a 2‑litre engine and over 170 horsepower with good safety features.”

Customer Service Representative:“You just described my SUV; let’s take a look at it.”Customer:“I am sorry, I have to leave now. Thank you for your time.”

Scenario 2 Continued…


Scenario 3

Customer Service Representative: “May I help you?”Customer: “I was just looking at your children clothes. My sister just had a

baby and I wanted to buy her something special as a congratulatory gesture.”

Customer Service Representative: “Well, the white shirt in your hand is $US12. Do you want that

one?”Customer: “What do you think? Do you think she will like it? The last time I

bought her an outfit, she never wore it. Besides, I am looking for something blue because my sister loves the color. You know how difficult it is to shop for your relatives!”


Scenario 3 Continued…

Customer Service Representative: “We have some blue outfits in the back. Check the section

close to those skirts.”Customer: “Thanks! This is the first time I’ve tried this store. I’ve always

wanted to come in; you seem to have such lovely stuff. I can’t wait for my sister to see what I bought her. How long have you guys been here?”

Customer Service Representative: “I’ve only worked here for the past three months, but we’ve

been established since Christmas of last year.”Customer: “Oh, I see. Well thank you for all the help. I’ll take my gift to

the cashier.”


Summary

• Customer working styles can be classified as Assertive (Result-oriented), Analytical (Detail-oriented) and Amiable (People-oriented).

• The Assertive working style can be identified by the customer’s desire to take control of situations and to influence the people around him.

• The Analytical working style is detail-oriented and can be identified by the customer’s focus on getting all the facts, details and information concerning their service request.

Continued Next Page


• The Amiable working style is people-oriented and can be identified by the customer’s focus on relationship building through a friendly and responsive approach.

• Customers generally have a dominant working style that can be identified through careful examination.

• You should try to match your working style with the customer’s dominant working style.

Summary (Continued)


Module 4: Calming Upset Customers

Objectives


1. Determine the reasons why customers become upset.

2. Describe what can be done to avoid customer upsets.

3. Explain the 5 Key Steps to Calming Upset customers.

4. Identify strategies that the customer service professional can use to prevent themselves from becoming upset.


Introduction

Every customer service professional is faced with the challenge ofcalming upset customers. Without the proper training, thesescenarios can produce disastrous results where both customerand customer service professional become agitated. It isimportant that you develop the skills that would calm upsets if andwhen they occur, as well as techniques that would avoidgrievances on a whole.

This module will provide you with strategies that you can usewhen faced with upset customers.


Calming Upset Customers

Objective 1: Determine the reasons whycustomers become upset.

What makes customer upset. Consequences Benefits



5 Key Steps to Calming Upsetcustomers

Objective 3: Explain the 5 Key Steps toCalming Upset customers

Step 1: Listen and let the customer expressthemselves

Step 2: Respond positively not negatively Step 3: Empathize with the customer Step 4: Determine a customer acceptable

solution to the problem Step 5: Follow-Up



Summary The four major reasons why customers get upset are:

Customers become upset when:

• Their needs and/or expectations are not met or are not realistic.• The company’s policies and procedures violate their needs and/or

expectations.• Customer service representatives do not deliver quality customer

service.• Non-service related issues such as personal problems impact on

their needs and desires.

Upsets can be avoided by accurately identifying your customer’s working style, respecting your customer’s basic needs, carefully choosing your words, speaking positively and portraying a professional image.

Continued Next Page


The 5 keys to calming upset customers are:

• Step 1: Listen and let the customer express themselves• Step 2: Respond positively not negatively• Step 3: Empathize with the customer• Step 4: Determine a customer-acceptable solution to the

problem• Step 5: Don’t forget to follow-up

A customer service professional can prevent themselves from becoming upset by taking breaks, practicing breathing deeply and by understanding that they are not the direct cause of the matter.

Summary (Continued)


Module 5: Telephone Customer Service

ObjectivesUpon completion of this module you will be able to do the following:

1. List the skills that the telephone customer care professional must possess

2. Explain the importance of mastering telephone technology and equipment

3. Understand the various techniques used when answering the telephone

4. Describe the importance of active listening in telephone customer care

5. Understand the guidelines used when putting callers on hold6. Understand the guidelines used when transferring a call7. Understand the guidelines used when taking a message8. Understand the guidelines used when handling voice mail9. Understand the guidelines used when closing a call


Introduction

A significant portion of customer service events take place on thetelephone. Telephone customer care skills are not only arequirement of customer service professionals but of the entireorganizational team.

This module will equip you with effective guidelines that you canemploy when responding to various telephone customer carescenarios. Additionally, you will learn the importance of activelistening especially when serving customers via the telephone


Telephone Customer Service

Objective 1: List the skills that the telephonecustomer care professional must possess

Mastering the telephone. Answering the telephone Effective listening Putting callers on hold Transferring a call


Telephone Customer Service:Mastering The Telephone

Objective 2: Explain the importance ofmastering telephone technology and equipment

Mastering the technology Practice



Telephone Customer Service: Active ListeningObjective 4: Describe the importance of active listening in telephone customer care

•Questions

•StatementsObjections







Summary The successful telephone customer care professional will have mastered the following telephone skills and guidelines:

• Mastering the telephone.• Answering the telephone• Effective listening• Techniques used when placing callers on hold• Transferring a call• Taking a message• Using voice mail• Closing a call

A complete mastery of telephone technology is needed to ensure that the highest quality of customer service is demonstrated.

To ensure that you present a responsive image to customers utilize the three‑ring policy.

You should actively listen to customer responses in order to determine whether they represent questions, statements or objections.


Module 6: Internet Customer Skills

ObjectivesUpon completion of this module you will be able to do

the following:1. Discuss the emerging Internet customer care market.2. Explain the benefits and disadvantages of using e-mail in

customer service.3. Understand the guidelines for proper e-mail

communication.4. Describe the benefits of online chat in customer service.5. Understand the guidelines for online chat communication.6. Explain Scripted Responses.7. Identify other Internet customer care channels.


Introduction

This is certainly a new arena for many customer serviceprofessionals as many still do not possess the now vital Internetcustomer care skills. This new technology driven economy hasresulted in customers demanding a variety of service solutionssuch as 24 hour online Internet-based customer care.

This module will provide you with the introduction to the skillrequirements of Internet customer care. In addition, we will focuson the emerging online chat industry.


Internet Customer Skills

Objective 1: Discuss the emerging Internet customer care market

•Internet Customer

•E-mailsInternet ChatWebsite


E-mailObjective 2: Explain the benefits and disadvantages of using e-mail in customer service

•Electronic Mail

•BenefitsDisadvantages


E-mail Communication Guidelines

Objective 3: Understand the guidelines for proper e-mail communication

•Send to the right person

•Subject line should command attentionUse the most appropriate salutationDon’t assume message will be for private viewingUse sensory languageUse separate account for personal messages


Internet Communication Skills:Online Chat

Objective 4: Describe the benefits of onlinechat in customer service

New Customer Care channel New benefits


Internet Customer Skills: Online ChatObjective 5: Understand the guidelines for online chat communication

GuidelinesOnline chat


Internet Customer Skills: Online Chat

Objective 6: Explain Scripted Responses

•Scripted Responses

•IntroductionHoldClosing a chat session



Summary• The Internet Customer can be anyone, in any part of the world.

• The Internet is available 24 hours a day, 7 days a week and is viewable by a global audience.

• E-mail is simply an electronic mail that is sent between the sender and receiver using an electronic communication network.

• E-mail is fast, simple and easy to use and also can be accessed from anywhere in the world.

• E-mail can be insecure.

• It is important that we understand that due to the multicultural challenges that there must be standardization in our communication to ensure it is acceptable across cultures.

Continued Next Page


• Customer Service via online chat uses the similar principles of customer care that we would use in person-to-person contact or telephone service requests.

• When using the online chat medium we should remember to keep sentences short and simple and to avoid using abbreviations when communicating in a business environment.

• Scripted Responses are chat responses that you have saved for future use.

• Additional Internet customer care channels are websites, knowledgebase, FAQ, auto responders and online customer support.

Summary (Continued)


Module 7: Time Management Strategies

ObjectivesUpon completion of this module you will be able to do the

following:

1. Explain the way time acts as a resource and how it can be managed.

2. Recommend procedures to perform task identification.

3. Recommend criteria and procedures to perform task analysis.

4. Recommend criteria to perform task prioritization.

5. Identify common time wasters.


Introduction

With the invention of microwaves, cars, cellular phones and other

time savers, you would think that we would have more time

available to do the things we love. However, many people still

complain of not having enough time to do the things they want

and need to do.

In this module, we will learn the benefits of using effective time

management strategies and focus on eliminating time wasters to

improve your productivity.


Time Management

Objective 1: Explain the way time acts as aresource and how it can be managed

Time is a resource Time can be managed


Time Management: Takingcontrol of your time

Objective 2: Recommend procedures toperform task identification

Time Analysis Task Identification Task Analysis Time Prioritization


Task Analysis

Objective 3: Recommend criteria andprocedures to perform task analysis

Need Personal Suitability Efficiency


Task Analysis


Task Prioritization

Objective 4: Recommend criteria to perform task prioritization

•Relative importance

•Time frameTask priority



Summary

• Time is one of the most costly resources available today. In order to accomplish any task, you will need the resource of time.

• Time like any other resource, must be properly managed in order to make best use it.

• One of the first steps in time management is task identification. Task identification is a process by which you determine the task or activities you perform and the time taken to do those tasks/activities.

• The three important factors in task analysis are need, personal suitability and efficiency.

Continued Next Page


Summary (Continued)

• You should certainly follow the task analysis flow chart to determine the best approach in managing your time.

• Task Prioritization determines the relative importance and urgency of each task.

• Task Prioritization uses relative importance and time frame to assign ratings to each task.

• Time wasters should be identified and reduced to ensure the most effective use of the time resource.


Module 8: Stress Management Strategies

Objectives


• Describe stress.• Explain the causes of stress.• Identify common stress signals.• Discuss ways in which stress can be managed or even

eliminated


Introduction

Stress can be one of the more challenging issues ofour job and our life in general. We all long to freeourselves from stress and stressful situations.However, we will learn that stress also holds somebenefits in making us mentally strong just as physicalexercise makes us physically strong.

In this module, we will learn how to identify stresssignals and to develop strategies for managing andeven eliminating stress.



What Causes Stress?

Objective 2: Explain the causes of stress

Emotional stressMental stress


Stress Symptoms

Objective 3: Identify common stress signals

Identify your stress threshold Stress signals


Managing Or Even Eliminating StressObjective 4: Discuss ways in which stress can be managed or even eliminated

•Do something that you love

•Don’t feel responsible for solving everythingHave a hobbyRest, take that vacationExerciseBe organized


Summary

Stress can be defined as a physical, mental or emotional disruption that occurs in response to adverse external influences.

As these external influences impact our emotional/mental state, our stress levels increase. If these levels are not effectively managed, we may experience some form of mental disruption.

The following are common causes of stress:

• Uncontrollable situations• Death of a family member/friend• Unrealistic goals and expectations• Business failure• Financial commitments

Continue Next Page


Summary (Continued)

The following are common stress signals:• Restlessness• Anxiety• Fear• Depression• Headaches• Anger• Insomnia• Fatigue

Stress can be effectively managed or even eliminated by using various stress management strategies such as being organized and having a healthy hobby.

Documents

Copyright © 2004. All Right Reserved. CBP™ Customer Service Series EXAM C20-507