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Customer Service When They Dont Expect It Renae Prieto Training - - PowerPoint PPT Presentation
Customer Service When They Dont Expect It Renae Prieto Training - - PowerPoint PPT Presentation
Customer Service When They Dont Expect It Renae Prieto Training and Development Manager State Personnel, DAS, SON As A Customer Please share the best customer experience youve had. As A Customer Please share the worst customer
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As A Customer…
Please share the worst customer experience you’ve had.
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Who are your customers?
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In the public sector, it might not be so clear…
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The public’s expectations…
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How do we offer more than meatloaf?
- 1. Manage personal interactions
- 2. Improve the process
- 3. Focus on outcomes
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Manage personal interactions
Don’t be a jerk.
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Empathy - The degree of caring and individual attention we show customers.
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Manage personal interactions
There is no “magic bullet”. Truly exceptional customer service is offering each customer an individualized positive experience.
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What AND How
What do they need? They’ll tell you! How do they need it? You’ll have to infer it. Body language, rate of speech, etc.
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Mirror your customers!
- The customer in a hurry
- The customer who needs
to really understand
- Other examples?
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Simple Dos
- Smile!
- Be friendly
- Be patient
- Be helpful
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Simple Don’ts
- Rush
- Sigh
- Act annoyed or impatient
- Try to improve the customer’s behavior
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Angry or Rude or Frustrating People
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When Customers are Difficult
Know that anger is frustration blamed on you. It is not personal, and you will be incapable of delivering exceptional customer service is you take it as such. Great customer service gets rude people on their way faster! Be empathetic to angry/rude people; you don’t know their story or situation….
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Mirror the opposite Customer is… Upset Needy Arrogant & Know-it- all You should be… Calm & kind Accommodating Grateful for the information
Do not allow customers to be abusive!
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Leigh Thompson, professor of dispute resolution at Northwestern University’s Kellogg School of Management, says you’ll have a better chance with angry customers if you:
- Let them vent.
- Apologize if you’re wrong or made a mistake.
- Focus on the issues, not the personality of the customer.
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On the Phone
- Smile! (yes, they can tell)
- Answer with name and department
- Ask how you can help them
- Speak slowly and intelligibly
- Use plain language; avoid jargon
- Repeat information given
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On the Phone
- Thank the caller
- Sound natural and conversational, not robotic or like you’re
reading a script.
- Ask permission to put on hold, and give realistic wait time.
- Respond to voicemails within 24 hours.
- Empathize! Kindness goes a long way…
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Email Etiquette
- Think business letter; err on the side of formal
- Always use a salutation and a friendly close
- State the purpose of the email, even if it is a response
- Give contact information for questions, etc
- Always use proper grammar, punctuation, usage and other
conventions.
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Email Etiquette
- Capitalize properly; you are not e.e. cummings.
- DON’T SHOUT!!!!!!
- Respond to emails within 24 hours. If it will be longer, give
a realistic time an answer can be expected.
- Always set out of office replies.
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Improve the Process
Most attention is given to the personal interaction when training for customer service. However, the customer experience has a much farther reach than just that.
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Customer Expectations are Changing!
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We must design our systems from the customer experience perspective, and not from our operational perspective.
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Improve the Process
We must design our systems from the customer experience perspective, and not from our operational perspective. For example, automated phone systems save money and are operationally sound. But how does the customer experience this?
http://youtu.be/X6i_E1G45zY
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Two of the major things that people want are simplicity and a predictable interface.
Establish your points of contact:
- Website?
- Phone call?
- Walk in?
- Letter?
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Examine and Improve
Website
- Searchable?
- Easy access to information?
- Contact information easily accessible?
- Can complete transactions online?
- If this is tight, more customers will be self-care. This is the format most
now expect.
- Have you explored sites from other Universities?
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Examine and Improve
Phone
- Who answers the phone?
- What happens when lines are busy?
- What is the hold message?
- How many transfers are necessary?
- Do you audit phone calls?
- How do you collect feedback?
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Examine and Improve
In person
- Is your office easy to find? Parking?
- Are all visible employees helping customers?
- Comfortable waiting area?
- Handouts with more information? Or directions for completing
the task online?
- How do you collect feedback?
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Focus on Outcomes
Everything about which we’ve talked should be geared to one goal: allowing customers to complete their goal. Make it easy!
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Focus on Outcomes
Anticipate where they might have trouble and proactively act.
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Delivering exceptional customer service begins simply by each individual deciding every day to do so. “If we do not lay out ourselves in the service of mankind whom should we serve?” John Adams
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Thank you!
University employees may take courses we offer. Take a business card or take a picture of the next slide and send me an email if you’d like to be on our mailing list for upcoming classes. (It’s just a couple a month.)
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Renae Prieto renae.prieto@nebraska.gov 402-350-7596
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