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You’ve Got toS-M-I-L-E!
(805) 338-1305 cell
(805) 486-5113 home
(805) 989-0541 work
Cheryl D.VoldenCA/NV Training Coordinator
Customer Service
Friendly
Diligent
Quick
Knowledgeable
Attentive
Upbeat
Creatively helpful
Efficient
Empathetic
Eager to please
Poised
Optimistic
Honest and fairSolution-oriented
Able to understand customers’ requests
AlwaysListen attentively Speak clearly
Maintain a positive attitude
Avoid technical terms
or fancy words
Give customers a feeling of confidence in them, the information they give, and the
organization they represent
Make every customer feel important
Soothe ruffled feathers
Say What?
Face to Face Communication Telephone Communication
– 55% body language
– 38% tone of voice
– 7% words
– 82% tone of voice
– 18% words
Vocal Qualities• Tone
– Expresses feeling or emotion
• Inflection– Emphasizing words and syllables to enhance message
• Pitch– How high or deep voice sounds
• Rate– How many words spoken per minute
• Volume– How loud or soft voice sounds
Rapport
• Be a problem solver• Be friendly
• Be sensitive
• Be trustful
• Find common ground
• Be helpful
• Be committed
Time For A
RapportExercise
• S = Stop and Listen
• M = Make Notes
• I = Identify Issues
• L = Learn
• E = Educate and Evaluate
What’s S – M – I – L – E?
S = Stop and Listen
• Stop and focus entirely on your customer; Give them your full attention
• Listen, Listen, Listen
– For what is not said (tone, emotion, etc.)
– Without interrupting– Remain objective; do not judge
– Try not to think of your response when the customer is talking
Time For A
ListeningExercise
M = Make Notes
• Make Notes on the key points mentioned
• Make note of the customer’s name and fraternal unit
• May need to be “mental” notes
• Paraphrase
• What did the customer tell you?
I = Identify Issues
• What’s the issue? “Opening statement”
• What does the customer need?
– Keep the questions simple
• Ask questions
– Ask open questions when you need information
– Ask closed questions to control the conversation
• Summarize what the customer needs
L = Learn
• Learn to use the customer’s name
• Show your interest in the customer’s needs
• Be empathetic to the customer’s feelings
• Let the customer know his or her options
• Say “please” and “thank you”
E = Educate and Evaluate
• Educate the customer– Use language your customers understand
– Take it down a notch
• Keep it simple silly
• Evaluate and follow-up with the customer
Time ForA
SkillExercise
Summary • We are customer service representatives of
Moose International, our associations, districts, and our lodges, chapters, and legions
• We should be learning something everyday
• The principles discussed today also apply to Email
– Learning to write well by formulating your thoughts clearly and conveying the correct message is the most important skill for Email
Don’t forget to
S – M – I – L – E
