customer service presentation to ina - october 2016
TRANSCRIPT
EMPATHY, EFFICIENCY, AND OTHER EFFECTIVE
MEANSof Teaching Customer Service
Karen Campbell, Peace Corps Volunteer
Read the quotes (posted in the room). Stand by the one that captures your
attention. Discuss with those standing near you.
Perspective
Know yourselfKnow your audienceKnow your message
Know your means/manner
Obje
ctiv
esKnow Yourself Know Your
AudienceKnow Your Message
Know Your Means/Manne
r30 years
experience in communication
s – writing, training
Currently volunteering in Costa Rica on
English curriculum
reform
Proponent of student
centered, action-oriented,
experiential learning
INA
Task based
Real life
Interested in additional ideas
for teaching Customer Service
Assumption – You already know how to
Google so you want something
more!
Customer Service
Culture
Perspective
Empathy
Videos
Simulations
Systems tools
Scaffolding
Learn language, not about
the language
Meaningful target
language useReal life
situationsCommunicative Functions
Authentic materialFour skillsPair/group
workTask-based
Linguistic + general
competencies
Key role of positive
assessmentCommunicative activities*
Strategic/ process oriented
Learner’s responsibility/ autonomy
Intercultural awareness
Plurilingualism
From communicative ….
To action-oriented
Miss
ion/
Visio
n/Va
lues
WOMAN
WAH! + 2
Karen Campbell
Small town girl
trappedresourcefulcommunity
A+“Howdy Y’all!”
EXTROVERT
Kinesthetic Learner
Faith-filled amazement
Boomer/Buster
Lifelong learner
Excellence
Mindmapping
Miss
ion/
Visio
n/Va
lues
Social/economic/experience
What Makes You
You
Birth Order
Personality Type and Temperament
Learning Style
Phase of Life
Spiritual Development
Culture
Gender
Generational Concerns
EducationMiss
ion/
Visio
n/Va
lues
Mental Model
The images, assumptionsand stories we use to interpret
our world and guide our actionsMiss
ion/
Visio
n/Va
lues
Mental ModelEmpathyEfficiencyCustomer
Supervisor/bossService
Miss
ion/
Visio
n/Va
lues
Events
Actions we take
Trends we
measureTrends
Systemic Structures
Patterns we follow
Mental Models
Assumptions we make
Systems ThinkingM
issio
n/Vi
sion/
Valu
es
Miss
ion/
Visio
n/Va
lues
Miss
ion/
Visio
n/Va
lues
Events
Trends
Systemic Structures
Mental Models
High Leverage - Short term
Systems Thinking
High Leverage - Long term
Miss
ion/
Visio
n/Va
lues
EmpathyEfficiencyCustomer
Supervisor/bossService
As you listen…Empathy fuels ___________
1.____________ taking2.Staying out of ______________3.Recognizing ____________ in other people4.________________ (that you recognize emotion)Vocabulary:Sacred spaceOverwhelmedVulnerable choiceAt leastSilver lining“Rarely can a response make something better; what makes something better is ____________.”
connectionPerspective judgement
emotionCommunicating
connection
Know yourselfKnow your audienceKnow your message
Know your means/manner
Cross Cultural Communication:A simulation exercise
1. Form a small group2. Determine name and selected
aspects of your culture (next slide)
3. Enter our World Market and prepare to sell or buy a product
4. Debrief
Cultu
ral A
ware
ness
___(Name of culture)___
Greeting & leave taking
Values Gift giving Acts of respect
Acts of offense
Conducting a transaction
Quickly bow 3 times directly in front of person (greeting and leave taking)
Age and experience
Purpose in one’s life
Pleasure
Place in hands of oldest person in room who gives to recipient
Excitedly unwrap in front of giver
Look people directly in the eye as you begin each conversation with “Thank you for taking time to speak with me”
Not looking people in the eye
Not smiling
When selling you must suggest one way to ENJOY item first, then go with highest price and haggle
When buying you must NOT accept first offer and must say how you will enjoy it
Cultu
ral A
ware
ness
Cross Cultural Communication:Debriefing a Simulation Exercise
1. What did you do? (list actions only, not meaning or feelings)
2. What did you think?3. What did you feel?4. What is your takeaway?Cultu
ral A
ware
ness
Know yourselfKnow your audienceKnow your message
Know your means/manner
10 Commandments of Customer Service Create the kind of visual impact that will help us remember these “commandments.”Use only what you have in the room to visually represent your commandment. (Your voices, bodies, items from your purse or backpack, etc.)You have 5 minutes to plan your 30 second presentation.
10 Commandments of Customer Service 1. Be a Good Listener
2. Identify and Anticipate Needs
3. Make Customers Feel Important and Appreciated
4. Body Language Is Key
5. Understanding Is Crucial
6. Appreciate the Power of "Yes"
7. Know How to Apologize
8. Give More Than Expected
9. Get Regular Feedback
10. Treat Employees Well
SOURCE: https://www.thebalance.
factors contributing
to issue
factors to which the
issue contributes
Systems ToolThe Bridge Diagram
Issue or Problem
___________
_________________________________An
alys
is
factors contributing
to issue
factors to which the
issue contributes
Systems ToolThe Bridge Diagram
Customer Service
___________
_________________________________An
alys
is
http://mindmapfree.com/
Rese
arch
http://mindmapfree.com/
United States
Rese
arch
? ??
??
The Five Why’sIdentify a problem.
Ask “Why?” and record one response.
Ask “Why? regarding that response. Record new response.
Ask “Why?.” Record.Ask “Why?.” Record.Ask “Why?.” Record.
Anal
ysis
Going Deeper . . . Why?
1. _________________2. _________________3. _________________4. _________________5. _________________.
Why?1. _____________________2. _____________________3. _____________________4. _____________________5. ------------------------------------
Why?1. _____________________2. _____________________3. _____________________4. _____________________5. _____________________
Why?1. _____________________2. _____________________3. _____________________4. _____________________5. _____________________
Why?1. _____________________2. _____________________3. _____________________4. _____________________5. _____________________ Why?
1. 2. 3. 4. 5.
Why?1. 2. 3. 4. 5.
Why?1. 2. 3. 4. 5.
Why?1. 2. 3. 4. 5.
Why?1. 2. 3. 4. 5.
Why?1. 2. 3. 4. 5.
1
2 3
45
Anal
ysis
Why?1. 2. 3. 4. 5.
Why?1. _____________________2. _____________________3. _____________________4. _____________________5. _____________________
I am overweight
I eat too much
I exercise too little
I don’t have time
I’m a “stress” eater
I don’t know how much “too” much isI can’t waste any foodI like good foodFood is a social thing for me
Every day becomes the “other day”I work until it’s too late to do anythingI get bored doing the same thingI only know a few things to do
I don’t manage my time wellThere’s too many demands on my timeI think I will eventually get around to itBeing “attractive” is less important than . . .
It’s one thing I can “control” during crazy timesI find comfort in foodFood is always around when I take a breakIt’s the way I’ve always been
I don’t know how much too much is
I can’t waste any food
I like good food
Food is a social thing for me
I need to learn more about a proper dietI think cleaning your plate is the objectiveIt’s too complicated to have to keep up with itToo many diets, too many optionsChildhood memoriesPeople somewhere are starvingSomeone put a lot of effort into itIt’s rude
Food is an adventureGood restaurants are everywhereEspecially when someone else makes itEating is a social activity/event
Seems like other “group” activities are limitedWhen people gather, food is thereFood is an easy gift choiceMost of my friends are overweight too
Anal
ysis/
Trai
ning
Going Deeper . . . Why?
1. _________________2. _________________3. _________________4. _________________5. _________________.
Why?1. _____________________2. _____________________3. _____________________4. _____________________5. ------------------------------------
Why?1. _____________________2. _____________________3. _____________________4. _____________________5. _____________________
Why?1. _____________________2. _____________________3. _____________________4. _____________________5. _____________________
Why?1. _____________________2. _____________________3. _____________________4. _____________________5. _____________________ Why?
1. 2. 3. 4. 5.
Why?1. 2. 3. 4. 5.
Why?1. 2. 3. 4. 5.
Why?1. 2. 3. 4. 5.
Why?1. 2. 3. 4. 5.
Why?1. 2. 3. 4. 5.
1
2 3
45
Anal
ysis
Why?1. 2. 3. 4. 5.
Why?1. _____________________2. _____________________3. _____________________4. _____________________5. _____________________
Know yourselfKnow your audienceKnow your message
Know your means/manner
Statistically Speaking …
■ Find 3-4 people with a different statistic than you. ■ Read the statistics. ■ Discuss what the statistics suggest about
Customer Service Best Practices and Reaching Customers through the Best Channels.
Best
Pra
ctice
s/Ch
anne
ls %%
%%
Casual Business
Could you give me your cell phone number? Could you provide us with a copy of the sales report?
Did you get the message I sent you yesterday?
Did you receive the customer complaint form?
I’m sorry but I can’t come to your brother’s wedding.
I’m sorry but I can’t attend this week’s meeting.
I need you to help John with his homework. I need you to assist the customer with his laptop.
It’s better to book your train tickets early during the holiday season.
It’s better to reserve your seat for the seminar as soon as possible.
When are you going to answer my email? When will you reply to my email?
You may choose the color you like. You may select the sample reports to print.
Meaningful Match UpSp
eaki
ng P
rofe
ssio
nally
Casual Business
Can you tell me about the book you’ve just read? Please explain these sales figures (to me).
I need to hand in my English writing assignment.
I need to submit my weekly report to the finance office.
You should say sorry for making her worry. We should apologize for making the customer wait.
Let’s talk about how to solve this math problem.
Let’s discuss what information to put in this report.
We’re working hard to get ready for our class presentation.
We’ve been working late to prepare for our sales launch.
Please make sure you follow the recipe I gave you.
Please ensure you follow my instructions carefully.
I tried to get in touch with you about the Christmas party.
I tried to contact you about next week’s sales meeting.
I will let you know later if I can meet you for lunch. Later I will inform you which reports I need.
Spea
king
Pro
fess
iona
lly
Setti
ng P
riorit
ies
Setti
ng P
riorit
ies
Cust
omer
Ser
vice
Sce
nario
Know Yourself Know Your Audience
Know Your Message
Know Your Means/Manne
rA large online
provider of books, movies,
games
Young adults in new jobs
We have all the young, new professional
wants or needs
Social media
Other “empathy” resources
“The Present” – animated short film by Jacob Frey
Get Service – short video
Greater Good empathy quizzes
Bright Side• Father and son story using written
text and video• Tips for living a full life
Humans of New York
Mighty Girl
EMPATHY, EFFICIENCY, AND OTHER EFFECTIVE
MEANSof Teaching Customer Service
Karen Campbell, Peace Corps [email protected]
www.slideshare.net