John Sumsion•Sheralyn Romrell

Customer Service

Introduction

First Impressions

Telephone Contacts

E-mailCommunication

Customer Service 101

Calming the Storm

Conclusion

INTRODUCTION

Customer Service: Vital for Success

• Why is customer service important to ESG?• What can I do better?• Dedicated Customer Service

Introduction

First Impressions

Telephone Contacts

E-mailCommunication

Customer Service 101

Calming the Storm

Conclusion

First Impressions

First Impressions Matter

• People see you first, hear you second• Your body language counts as much as your

grooming

Courtesy Counts

• As adults we do not recive constant praise for being courteous• Say “please”, “thank you”, and “you’re welcome”• Say “excuse me” and “I’m sorry” (this is harder for adults)

Introduction

First Impressions

TelephoneContacts

E-mail Communication

Customer Service 101

Calming the Storm

Conclusion

First Impressions

You can learn to have a more positive attitude•Change your “Self-talk”•Change mindset•Make a diffrence•Do not stereotype •Avoid being stressed

Attitude is everything

Introduction

First Impressions

TelephoneContacts

E-mail Communication

Customer Service 101

Calming the Storm

Conclusion

Telephone Contacts

Say it with a smile

• Our customers will hear your smile through your voice

Introduction

First Impressions

TelephoneContacts

E-mail Communication

Customer Service 101

Calming the Storm

Conclusion

Telephone Contacts

Putting your Best Ear Forward

• Listen to the customer’s opening statement

• Write down or input key points• Listen without interrupting• Give the customer you are helping

your full attention

Introduction

First Impressions

TelephoneContacts

E-mail Communication

Customer Service 101

Calming the Storm

Conclusion

Telephone Contacts

Saying Hello

• Answer on the first ring• Give your name and opening statement• Sound enthusiastic and ready to help• Work on Relationship building from the

beginning of the contact

Introduction

First Impressions

TelephoneContacts

E-mail Communication

Customer Service 101

Calming the Storm

Conclusion

Telephone Contacts

Between Hello and Goodbye

• Assure the customer you can help• Summarize the customer’s opening statement• Verbalize what you are doing• Put your personal touch into the contact• Before a lengthy pause, tell the customer what is

happening• When putting customers on hold, explain why

Introduction

First Impressions

TelephoneContacts

E-mail Communication

Customer Service 101

Calming the Storm

Conclusion

Telephone Contacts

Saying Goodbye

• Recap what you are going to do• Gain the customer’s acceptance• Ask if you can help with anything else• Thank the customer for calling

Introduction

First Impressions

TelephoneContacts

E-mail Communication

Customer Service 101

Calming the Storm

Conclusion

E-mail Communication

Planning

• Identify purpose of message, i.e. the reader will do such and such

Audience Analysis

• Who they are• How they feel about you• How they feel about the subject

Strategy

• Routine or good news, use a direct approach• Bad news or trying to persuade, use indirect approach

Introduction

First Impressions

TelephoneContacts

E-mail Communication

Customer Service 101

Calming the Storm

Conclusion

E-mail Communication

Keep correspondence concise

• Business correspondence is short and to the point • State the purpose of the e-mail first • Use short well spaced paragraphs • Avoid paragraphs longer then four sentences

(break it up) • Use an agenda for longer messages

Introduction

First Impressions

TelephoneContacts

E-mail Communication

Customer Service 101

Calming the Storm

Conclusion

E-mail Communication

Introduction

First Impressions

TelephoneContacts

E-mail Communication

Customer Service 101

Calming the Storm

Conclusion

E-mail Communication

Be Careful what you write

• E-mail is not private• Always use care in how and what you say

Grammar

• Read your e-mail out loud• Don’t become lax in your writing

Introduction

First Impressions

TelephoneContacts

E-mail Communication

Customer Service 101

Calming the Storm

Conclusion

E-mail Communication

Write a descriptive subject line

• Some people will read an e-mail totally on the basis of the subject line

E-mail don’ts

• Don’t send sensitive messages by email• Don’t write in all caps

Introduction

First Impressions

TelephoneContacts

E-mail Communication

Customer Service 101

Calming the Storm

Conclusion

E-mail Communication

Summarize the main message

• State the action that needs to take place i.e. additional correspondence needed

• The closing is a good place to interject ESG’s personality