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www.iSpeak.com
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Customer Service
iSpeak Foundation SeriesMonth day, 2012Instructor Name
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Agenda
• Introductions – What do you want to learn?
• Itinerary
• Ground Rules
–Phones on Silent
–Ask Questions
–Participate & Respect others
–Respect our schedule
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Satori
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Customer ServiceUnit One: Foundation of Customer Service
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Customer Service
• _________ of 10 customers who switch to the competition do so because of poor service.
• Unhappy customers will tell an average of ___ people.
• Only _______ percent of unhappy customers will complain and give you the chance to keep them.
• Customer will spend a ________ percent premium for the same product or service with better service.
7
4
15
9
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Exercise: Customer Service True / False
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What do customers want?
“There are no traffic jams along the extra mile.” - Roger Staubach
• Reliable
• Responsive
• Knowledgeable
• Empathic
• Professional
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Levels of Service
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Cards
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Cards
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Internal Customer Service
• Show up to meetings on time
• Take responsibility
• Communicate effectively
• Display courtesy
• Value honesty
• Be organized
• Share information and ideas freely
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Customer Service Model
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Satori
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Customer ServiceUnit Two: Greeting
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Moments of Truth
• Each interaction is a “brush stroke”
• Paint the customers perceptions over time
• Their perception is their reality
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First Impressions
What do you see? How old is this woman?
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Greeting Your Customer
• Greeting should be:– Clear
– Genuine
– Positive
– Consistent
• “Good morning and thank you for calling __________. My name is _____. How can I help you?”
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Communication Factors
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Using the Right Words
“Kind words can be short and easy to speak, but their echoes are truly endless.” - Mother Teresa
• The most persuasive phrase is_____________
• The most persuasive word is ______________
Thank You
a customer’s name
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Communication Factors
Undesirable Words & Phrases Positive Words & Phrases
Problem Situation
I know I understand
I need you to
Why don’t you call back
It’s not my job
Would you please…
I’ll call you back…
The person you need is..
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Remembering Names
• Start with the right Attitude.
• Actively Listen when they state their name.
• Repeat their name out loud.
• Write their name, when possible.
• Connect or associate their name with job, hobby, characteristic, or famous person
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Voice
“We often refuse to accept an idea merely because the tone of voice in which it has been expressed is unsympathetic to us.” - Friedrich Nietzsche
• Inflection• Clarity
– Red Leather, Yellow Leather
• Pace • Volume
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Body Language
“I speak two languages, Body and English.” - Mae West
• The most important aspect: ____________
• Over the phone, you can use:– ___________________________
– ___________________________
– ___________________________
Smile
I understandOk, uh-huh, got itOne moment please
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Exercise: Communication Techniques
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Satori
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Customer ServiceUnit Three: Listening & Questioning
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Customer Service Model
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Exercise: Listening
A
BC
D E
F
G
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Communication Elements
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Types of Listening
• Passive – Not listening at all
• Selective – In and Out of the conversation
• Active – Actively participating
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Active Listening
• Focus
• Take Notes
• Paraphrase
• Verbal Prompts
• Ask Questions
• Test Yourself
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Question Types
• Open Ended Questions“What would you prefer?”
• Closed-Ended Questions“What is your mailing address?”
• Alternative Choice Questions“Would you prefer a Friday or Saturday delivery?”
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Exercise: Asking Questions
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Exercise: Listening and Questioning
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Satori
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Customer ServiceUnit Four: Responding
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Customer Service Model
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Responsive C.A.R.E.
• Credible
• Appreciative
• Reliable
• Empathetic
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Exercise: Responsive C.A.R.E.
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Challenging Customers
• Demanding
• Emotional
• Deceptive
• Challenged
• Friendly
• Arrogant
• Angry
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Dealing with Challenges
Listen &Question
Bridge
Respond
DefuseListen &Question
Bridge
Respond
Defuse
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Dealing with Challenges
• Do not take it personally
• Listen to the customer
• Express empathy
• Maintain your integrity
• Apologize
• Remind the customer you are there to help
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Acknowledging Complaints
• Acknowledge ≠ Agreement“I can see that would be frustrating…”
• Don’t use the word “but”Use “And” or PAUSE
• Acknowledge your own position
• Transition with a statement
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Exercise: Defusing Challenging Customers
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Customer ServiceUnit Five: Resolving
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Customer Service Model
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Taking Ownership and Follow-up
• Accept responsibility
• Action item review
• Debrief on the phone call
• Verbal appreciation
• Other methods of appreciation
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Generating Solution Alternatives
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Personal Motivation
• Benefits of Motivation
• Expect the best
• Avoid the ANTs– Automatic
– Negative
– Thoughts
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Satori
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Customer ServiceImplement to Improve
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iSpeak Learning Methodology
“Knowing is not enough; we must apply. Willing is not enough; we must do.” - Johann Goethe
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Satori
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Kaizen
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Continue Your Learning At iSpeak University!
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