The 3 C s of Customer Service Highly Customized Skill Development Program

Transcription

1 The 3 C s f Custmer Service Highly Custmized Skill Develpment Prgram P a g e 1 CARAS Training s Custmer Service Training Overview Mst cmpanies have bits and pieces f Custmer Service Training. Their cntent was purchased r develped ver the years. But it has never served t create the cnsistent, high quality experience fr internal and external custmers. Smething always seems t be missing. Our Custmer Service Training initiatives make the best use f yur existing resurces and past investments. We help clients by adding needed training activities and cntent that brings custmer service t life everywhere in yur rganizatin where it is taught. Yu end up with a cmplete prgram that everyne is prud f. Fur Steps t a Culture f Service: 1. SET STANDARDS fr interactins by telephne, by , in persn and using live chat. Our 3 C s Framewrk is highly custmized t clearly define the behavirs that make sense in yur wrld. a. Cnnect with peple f all ages and cultures s they like and trust yu. Avid discnnecting behavirs that make life at wrk harder. b. Cnsult t slve prblems in yur wrld. Make yur whle cmpany lk gd. Avid cmmn errrs that create re-wrk by telephne, and face-t-face. c. Cmplete interactins s all departments knw what has been dne and what t d next. Shw apprpriate gratitude. 2. TEACH THE STANDARDS by delivering scenari-based, dynamic learning experiences. Participants practice applying new skills t their real-wrld challenges. Instructr-Led Classes, Engaging elearning, Glbal Webinars and Lcal Team Meetings are ptins fr creating mastery f new skills. Custm Audi, Custm Participant Materials, Custm Psters and Jb Aids make the training feel rganic t yur cmpany. We ffer prven, riginal cntent fr tugh-t-master skills such as Cntrlling Tne f Vice, Selling frm the Service Queue, Slving Cmplex Prblems, Business Writing, etc. 3. REINFORCE THE STANDARDS by training Caches t Observe fr each f the New Standards and Give Effective Feedback. Helping Supervisrs becme Develpmental Caches is a key t getting payback n yur investment in training. Caches learn t be diplmatic, tactful and authritative. We can prvide custm tls and fllw-up activities Caches can use t run 15-minute skill practice sessins. 4. MEASURE CUSTOMER EXPERIENCE IMPROVEMENTS by assessing quality befre the initiative begins. Fllw thrugh n an effective training plan and then assess quality again. 10 days, 30 days, 60 days, and 120 days are ideal measurement pints t determine each team members jurney t excellence. We can help develp new custmer satisfactin surveys, if desired. Caras Training Rnna Caras, President rcaras@carastraining.cm

2 The 3 C s f Custmer Service Highly Custmized Skill Develpment Prgram P a g e 2 Our Services At Caras Training, we highly custmize interactive training t make sure yur staff represents yur brand with enthusiasm and integrity. At the end f each classrm experience, yur team members knw exactly what t d and say when they handle phne calls, s and retail custmer interactins. This means they get back t wrk and succeed immediately. Fllw-up training and caching ensures yur investment in strategy and training brings planned and predictable payback. We prvide many training ptins including Instructr-Led, Interactive elearning, Webinars, Team Meeting Activities, Caching and Feedback Initiatives, and Trainer Training Prgrams. On the next pages yu will see ur fundamental 3 C s f Custmer Service cntent. Our client prgrams typically include these key learning pints as they apply t yur culture, custmers, prducts and services. Mst imprtantly, we are flexible and easy t wrk with. Our gal is t supprt Training Departments and Operatins by delivering what yu want and need within the budget that makes sense fr yu. Caras Training Rnna Caras, President rcaras@carastraining.cm

3 The 3 C s f Custmer Service Highly Custmized Skill Develpment Prgram P a g e What Are The 3 C s? Behavirs that cnnect frnt line staff t their external custmers and internal custmers. Behavirs that cnsult t slve prblems and create lng term custmer satisfactin. Behavirs that cmplete interactins s custmers knw what has been dne fr them, what will happen next, and that they are truly appreciated. 2 - Cnnecting By Telephne Inquiries, Cmplaints, Testimnials Answering the phne Listening fr CREG Expressing empathy Prmising service Taking the lead in the call Shwing passin fr the brand Finding cmmn grund Using statement/questin pairs t cntrl cnversatin Custmer service training is nt just abut being nice. Frnt line staff must als be thrugh. The 3 C s list f behavirs shws them what they are already ding that wrks, and what they can change t get a better utcme. They need activities that help them understand: Our (new) standards and hw they apply t cmmn inquiries, cmplaints, testimnials Hw easily we can discnnect frm smene by using wrds that are t casual r t reginal Actins that make us seem mre like prfessinal cnsultants than clerks Expectatins fr fllw-thrugh and dispsitining t eliminate errrs Hw The 3 C s fits int yur wrkflw, call flw, standards, etc. What t expect frm their caches wh will help them t internalize and master these standards In secnds, callers decide if they ve gt a gd ne. T be effective, representatives must pen cnversatins warmly, listen fr the caller s message and emtins, and then make a strategic decisin abut what t say t mve the call in the right directin. Optins fr answering the phne that meet yur cmpany s standards, withut sunding rbtic Specific things t listen fr including CREG (caller, reasn, emtin and gal) Hw t internalize what they heard & adapt their respnses t cnnect with different peple Adapting effective key phrases s they sund right (based n the CREG) Hw t avid sunding scripted, undiplmatic, r uncaring t yur callers Questins they can ask t take the lead and mve the cnversatin frward The statement/questin pairs technique fr cntrlling cnversatin while making callers feel supprted Caras Training Rnna Caras, President rcaras@carastraining.cm

4 The 3 C s f Custmer Service Highly Custmized Skill Develpment Prgram P a g e Managing Prfessinal Tne f Vice in Every Situatin Chse the right tne fr the wrds s yu sund like yu mean what yu are saying Cntrl VIPS Avid cmmn tne mistakes Respnd t caching n tne and make subtle adjustments s yu sund genuine 4 - Standards fr Hld & Warm Transfers Situatins that require hld r transfer Prcess fr engaging hld, then returning t the custmer Prcess fr making warm transfers and cmpleting the prfessinal handff t smene else Fr years, Caches have been trying t instruct frnt line staff n tne f vice. But, withut clear definitins and techniques, it has been very difficult. Staff needs t understand that tne is the emtin in ur vices. Emtins cme thrugh whether we plan fr them r nt. Sme emtins are inapprpriate such as anger, frustratin and bredm. Apprpriate emtins fr business must be taught. Then, staff can learn t cntrl their vices t deliver the apprpriate emtin. The 4 emtins apprpriate fr business: enthusiastic, encuraging, sthing and curius When t use each f these emtins: answering the phne, respnding t fears, respnding t anger, asking persnal questins, etc. Hw t cntrl VIPS [vlume, inflectin, pitch and speed] s cnversants hear the right emtin When and hw t change yur tne s yu sund right and say the right things Hw t receive caching n tne and make subtle crrectins Placing custmers n hld r transferring them requires diplmacy and tact. Frnt line staff must be able t demnstrate yur cmpany s standards and prcedures including wrds, timing and the use f technlgy. Situatins where it makes sense t place smene n hld fr 2 minutes r less Getting permissin t place custmers n hld Cming back frm n hld graciusly Standards fr transferring calls including warm transfer (als called cnference transfer ) Explaining why they want t enlist help frm a clleague and gaining permissin t d s Using yur technlgy t step away frm the custmer, find a clleague, explain what yu knw s far, and gain agreement t jin the call Warmly disengaging frm the custmer and leaving the call t yur clleague Caras Training Rnna Caras, President rcaras@carastraining.cm

5 The 3 C s f Custmer Service Highly Custmized Skill Develpment Prgram P a g e Respnding t Anger & Very Difficult Situatins Identify 3 types f anger Respnd t disarm and de-fuse in tp 5-10 real wrld situatins Step back and be sure yu are nt making peple angry When and hw t escalate (using warm transfer prcedures) Applying the right emtins (tne) 6 - Cnsulting t Reslve & Resell Using psitive wrds (even when yu have t say n ) Asking targeted questins t understand current situatin, histry, prblems, cnsequences and gals Selecting the right slutins and explaining them clearly Finding smething else t d that makes custmers say ww Shwing passin fr the brand Even the best frnt line representatives shuld knw hw t deal with anger and cnfrntatin. With a clear prcess and cncrete skills they can avid unnecessary escalatins and becme heres. Identifying anger that is aggressive, assertive, r passive aggressive Using ARALET prcess fr disarming and recnnecting (aplgize, reassure, ask questins, listen, empathize and take ntes) in tp 5-10 real wrld challenging situatins Using OGRE prcess fr reslving issues (ffer slutins, gain agreement, reassure, end with a prmise) in tp 5-10 real wrld challenging situatins Challenging situatins that shuld be escalated (case studies) Review f warm transfer fr escalatins in challenging situatins Review f tne f vice fr handling anger and difficult situatins (encuraging and sthing tnes) Cnsulting behavirs elevate yur staff s image frm clerk t expert. Custmers mre easily accept the recmmendatins and reslutins prvided by an expert. Add n genuine brand enthusiasm and ging the extra mile t create the best custmer service experiences in the wrld. Sunding psitive, diplmatic and authritative in rder t gain cperatin Gathering infrmatin t understand each custmer s situatin, needs and gals befre ffering slutins; and withut sunding like interrgatrs Presenting slutins that are within yur cmpany s plicies r standards; and gaining buy in using statement/questin pairs Offering cmpensatin within yur cmpany s guidelines, where apprpriate Finding smething extra t d fr the custmer (educatin, self-sufficiency, cmpensatin) Reinfrcing and re-selling yur brand in tp 5-10 situatins Caras Training Rnna Caras, President rcaras@carastraining.cm

6 The 3 C s f Custmer Service Highly Custmized Skill Develpment Prgram P a g e Cmpleting fr Accuracy Recap what has ccurred Offer additinal help Thank graciusly Cde r dispsitin interactins Dcument accunt ntes 8 - Applying The 3 C s and Being Cached Opening interactins and cnnecting Cnsulting in real wrld situatins Cmpleting interactins Fllwing yur wrkflw r call flw Using caching bservatin frms t identify use f (new) standards Receiving develpmental feedback and achieving a small win Often, interactins end when prblems are slved. Custmers walk away r clse the call withut thrughly understanding what has ccurred. A week later they call t ask mre questins and yur cst f ding business dubles. Frnt line staff must make sure interactins are wrapped up thrughly s there is n re-wrk. They must end with gracius thanks. When and hw t recap a cnversatin in persn, by phne r by Optins fr ffering additinal help s it des nt sund scripted Situatins where they might need t g back t cnsulting and slve a new prblem Expressing thanks that sunds genuine and makes custmers feel gd Dcumenting what happens s it can be read and understd, as needed Dispsitining r cding interactins accurately fr data analysis purpses Staff needs time t practice applying The 3 C s in the safe classrm envirnment. Give them the pprtunity t pull tgether 5 phne calls r retail interactins and becme cnfident. They need activities that help them practice: Their real wrld wrk prcess using the (new) standards fr cnnect, cnsult and cmplete Observing their team mates and finding ne small change r small win they can help smene make Receiving develpmental caching and making ne small change r small win f their wn 9 - & Live Chat, please see Business Writing Curse Cntent 10 - Advanced Custmer Service Skills, please cntact us fr additinal cntent Caras Training Rnna Caras, President rcaras@carastraining.cm