Customer Service and Conflict Resolution Acknowledgement Course Material Developed by Nancy A. Farage, M.A., M.Edu Why Customer Service Training? Moving into the 21 st Century Employees have to work with other departments that have no reporting relationships cooperation Technology People communicate electronically and the personal interaction skills are not used and taught Customer Service is the KEY to any successful business
Customer Service & Conflict Resolution What are some of the arguments? 1. Some people think we can do business the way we did it five years ago. 2. Some people do not think they can learn anything new they have worked for an organization for a long time there is nothing they can learn. 3. Some people think that they are too busy they can handle a problem when it occurs and not spend any other time addressing it prior to. What is your definition of customer service? Did your definition include any of these? Positive Attitude Knowledge Courtesy Integrity Respect Service Responsiveness Professionalism Consistency Communication Sensitivity Problem Solving Page 2
What is the value you place on Customer Service? Doing the right thing? What are the comments you would like to hear about service and people? Do you want to be a role model for future generations? Where is the place you receive the BEST Customer Service? Do you think they are selective about hiring their employees? Do you think the employees are required to go through customer service training? Do they want everyone to meet their high standard and expectation? Do they want to be a ROLE MODEL in their outstanding reputation for dedicated customer service?
Customer Service & Conflict Resolution Define your Customer Citizens that walk through all of our doors o Person paying their water bill o An inquiry on the telephone about licensure Who is your Customer? Vendors Contractors EACH OTHER o How we interact with co workers has a direct effect on the perception of how the City/County values their customers Quality Customer Service is Meeting or Exceeding the Customer s expectations Page 4
Customer Service & Conflict Resolution Engaging the Customer If you really want to win over your customers, you can t just satisfy them, you have to exceed their expectations! Engaging the Customer Engaging the Customer Emotion Courtesy The Basics The Customer Satisfaction Pyramid adapted from Frank Besednjak 2011 Page 5
Customer Service Categories 1. Professionalism 2. Environment 3. General communication 4. Interpersonal communication Professionalism Attire & grooming How to address customers Phone-ringing Resourcefulness Environment Signage Directions Physical set-up Neatness of work area Noise/temperature
General Communication Utilize Effective Communication Understand the Communication Equation NON-VERBAL What you hear % of the message Pitch, pacing, volume Tone of voice, clarity Action, objects, signs % of the message Body Language, Facial Expressions, Posture, Dress VERBAL Words % of the message General Communication Communicating w/ general public Communicating w/ internal and external customers Interpersonal Communication What we say How we say it
Customer Service & Conflict Resolution General Communication Tips 1. 2. 3. Handling A Complaint Acknowledging there is a problem Say you are sorry to hear this Take the first step to fix it Handling a Complaint 1. Listen to customer s statement. 2. Repeat in your terms what you heard & ask if your understanding is correct Could I ask a few questions..? 3. Stop. Wait for customer to verify/refute. Page 8
Customer Service & Conflict Resolution Angry People Are Not Logical Let person know I d like to help, but it is hard when you are yelling I apologize, but I have am having trouble understanding your concern Think Before You Speak! If additional help is required, explain briefly the next step. Examples of actions: Follow escalation procedures Turn request over to a supervisor Involve another representative Follow up to completion. Telephone Etiquette Key Points: Answer the telephone in 3-4 rings. Before you pick up the telephone remember to: have something to write with and paper at hand. not be chewing gum or eating food. stop working on your computer until necessary. State your at least your first name and department Listen to the customer s request and take notes if needed needed - repeat back what was said. Page 9
Email Etiquette What you write can be sent to ANYONE. Always use spell check and note grammar. Never write an email when you are upset. Send copies of emails only to those who are necessary. Read and reread what you have written. Make certain the words explain what you meant to say. Dealing with Conflict Analyze the Conflict Who are you really in conflict with? Why is the conflict occurring? What is the root cause? What is it about? Dealing with Conflict Conflict is not always bad. Conflict is not always a contest. Conflict can be beneficial. Conflict is necessary to be successful.
Dealing with Conflict 1. Address the situation. 2.. 3. Keep in check. 4. Focus on and not. 5. Seek a solution. Remember conflict is an. Dealing with the Difficult Customer & Managing Customer Complaints Tips 1. 2. 3. 4. 5. Never Words No I can t... You have to... We are short staffed I will get to this as soon as I can
Ensuring Customer Loyalty Tips 1. 2. 3. 4. 5. Ensuring Customer Loyalty Tips 6. 7. 8. 9. 10. Successful Organizations Realize that employees cannot give good external customer service unless Employees are receiving excellent internal customer service
Develop A Culture that: Values Quality Customer Service Recap & Extra Tips
Customer Service & Conflict Resolution Remember to reward great Customer Service! Rewards Recognition Celebrations Other ideas? Thank you for participating! This information was brought to you by a partnership with CVIOG: Jawahn E. Ware Lead Trainer Ware Consulting Services, LLC wareconsulting@outlook.com www.wareconsultingservices.com 866 626 6676 Page 14