customer service trainee workbook

DELIVERING MTN BRANDED CUSTOMER SERVICE

Internal CustomersHow my Job Affects theirs

Exercise 2bInterpersonal Communication

Skills InventorySECTION I

USUALLYSOMETIMESSELDOM

1. Is it difficult for you to talk to other people?

2. When you are trying to explain something, do others tend to put words in your mouth, or finish your sentences for you?

3. In conversation, do your words usually come out the way you would like?

4. Do you find it difficult to express your ideas when they differ from the ideas of people around you?

5. Do you assume that the other person knows what you are trying to say, and leave it to him/her to ask you questions?

6. Do others seem interested and attentive when you are talking to them?

7. When speaking, is it easy for you to recognize how others are reacting to what you are saying?

8. Do you ask the other person to tell you how she/he feels about the point you are trying to make?

9. Are you aware of how your tone of voice may affect others?

10. In conversation, do you look to talk about things of interest to both you and the other person?

SCORE: SECTION I TOTAL _____________

Interpersonal Communication

Skills InventorySECTION II


11. In conversation, do you tend to do more talking than the other person does?

12. In conversation, do you ask the other person questions when you dont understand what they have said?

13. In conversation, do you often try to figure out what the other person is going to say before they have finished talking?

14. Do you find yourself not paying attention while in conversation with others?

15. In conversation, can you easily tell the difference between what the person is saying and how he/she may be feeling?

16. After the other person is done speaking, do you clarify what you heard them say before you offer a response?

17. In conversation, do you tend to finish sentences or supply words for the other person?

18. In conversation, do you find yourself paying most attention to details and frequently missing the speakers emotional tone?

19. In conversation, do you let the other person finish talking before reacting to what she/he says?

20. Is it difficult for you to see things from the other persons point of view?

SCORE: SECTION II TOTAL ___________Interpersonal Communication

Skills InventorySECTION III


21. Is it difficult to hear or accept

constructive criticism from the other person?

22. Do you refrain from saying something that you think will upset someone or make matters worse?

23. When someone hurts your feelings, do you discuss this with him/her?

24. In conversation, do you try to put yourself in the other persons shoes?

25. Do you become uneasy when someone pays you a compliment?

26. Do you find it difficult to disagree with others because you are afraid they will get angry?

27. Do you find it difficult to compliment or praise others?

28. Do others remark that you always seem to think you are right?

29. Do you find that others seem to get defensive when you disagree with their point of view?

30. Do you help others to understand you by saying how you feel?

SCORE: SECTION III TOTAL __________

Interpersonal Communication

Skills InventorySECTION IV


31. Do you have a tendency to change the subject when the other persons feelings enter into the discussion?

32. Does it upset you a great deal when

someone disagrees with you?

33. Do you find it difficult to think clearly

when you are angry with someone?

34. When a problem arises between you and another person, can you discuss it without getting angry?

35. Are you satisfied with the way you handle differences with others?

36. Do you sulk for a long time when someone upsets you?

37. Do you apologize to someone whose feelings you may have hurt?

38. Do you admit that you are wrong when you know that you are/were wrong about something?

39. Do you avoid or change the topic if someone is expressing his or her feelings in a conversation?

40. When someone becomes upset, do you find it difficult to continue the conversation?

SCORE: SECTION IV TOTAL _______

TOTAL SCORE FOR ALL SECTIONS (I THROUGH IV) ______

HOW CUSTOMERS VIEW SERVICE QUALITY

Len Berry and his team of researchers at Texas A&M University have determined that the following five categories are most critical in showing that you care about customers and in meeting customer needs.

Reliability - Capability to deliver the service that was promised in a dependable and accurate way. Assurance - Skill, knowledge, and courtesy of employees, and their ability to solve problems confidently and convey trust Tangibles - Products, services, and the appearance of buildings, facilities, and equipment. Empathy - Caring, individual attention, and relationship building extended to customers. Responsiveness - Eagerness to help customers and deliver prompt serviceExercise 4aHow do we show that we care? The questions below will encourage you to consider customer needs and what it takes to meet those needs.

Instructions: For each scenario below, write the evident customer need (reliability, responsiveness, assurance, empathy, tangibles) in column A. In column B, write Yes or No, depending on whether you think the need was metSCENARIOCUSTOMER NEEDWHAT WOULD YOU HAVE DONE? WAS THE NEED MET?

A computer company offers a special price in an advertised computer sale. When customers get there, they are told the company had only one in stock and it was sold.

A customer asks a server which is better, the meatloaf or the turkey. He says, I dont know. I just work here.

A customer arrives at a store five minutes before closing to buy an item needed for the next day. The salesperson says, Youll never

make it; that item is in the back of

the store and we close in five minutes.

A customer enters a bank building

that has breathtaking dcor and

tasteful signs directing her to the right area

A customer is buying a new digital camera but has no idea how digital cameras work. The salesperson says, Dont worry. It takes some time to learn, but youll do it I know how frustrating new technology can be. Let me show you how to get started.

An employee is having a bad day at work. Knowing that she sometimes gets a cup of coffee to revive, her boss offers to bring her some coffee.

Exercise 4b

Instructions: For each category below, in the column Dimension list what areas apply to your organization and in the column Action write down what you can do to enhance the customers experience in that area.

DimensionAction

Reliability:

Assurance

Tangibles

Empathetic

Responsive

Exercise 5FIRST IMPRESSIONSInstructions: Rate yourself: Circle 5 if no improvement is required, circle 1 or 2 if you need considerable improvement. Be honest and if uncertain also ask a colleague/friend for their opinionExcellentGoodFairWeakPoor

Hairstyle, hair grooming

(appropriate length & clean)54321

Personal habits of cleanliness

(body)54321

Personal habits of hygiene

(hands, fingernail & teeth)54321

Attire and jewellery

(appropriate)54321

Neatness

(shoes, boots, suitable and tidy)54321

General grooming

(appear professional)54321

Appropriate words & tone

(swearing, huffing, screaming)54321

TOTAL SCORE______________________________________

Exercise 6Instructions: read the email below and underline/circle any issues you find. In the space provided, what mistakes you think the writer made. E.g. wrong spelling etc.

Exercise 7Action Plan

ActionsTimescales

Things Im going to stop doing

Things Im going to continue doing

Things Im going to start doing

NOTES

Appendix A

Appendix BStrategy & Concepts Consult

2011

DELIVERING MTN BRANDED CUSTOMER SERVICE

Customer Service Trainee Workbook

WWW.STRATEGYANDCONCEPTS.COM

Exercise 1

Exercise 2a

Write down five words that expresses how you feel about your customers

InterestedEmphaticInformed

ProblemsissuesJargon

Thanks ClarityAcknowledgement

IgnoredDisinterestedUnclear

GreenPleasantContent

DisturbedRedUnpleasant

Exercise 3A

Instructions: Briefly describe the worst customer service experience you have had in recent months, detailing what happened and how the service provider treated you.

How did the treatment make you feel? __________________________________

Will you go back there? ______________________________________________

Instructions: Briefly describe the best customer service experience you have had in recent months, detailing what made it happened and how the service provider treated you.

How did the treatment make you feel? __________________________________

Will you go back there? ______________________________________________

Exercise 3B

To: [email protected]

From: [email protected]

Re: screw up

CC: HYPERLINK "mailto:[email protected]"[email protected], HYPERLINK "mailto:[email protected]" [email protected], HYPERLINK "mailto:[email protected]"[email protected], HYPERLINK "mailto:[email protected]"[email protected]

I submitted my expense report last week and I stil dont have a check back : - ( I always have prolbems srecieving my checks on time! I know that you have cutoff times and I usually make them, so I dont know what is happening? I sthere any way that you could notify people when you dont process thier reports on time? CAN YOU CLARIFY EXACTLY HOW YOUR PROCESS WORKS? - as well as review the policy that you have regarding cutting checks after the standard cut off times? Id like to get my check Fedexed to me by tomorrow. I realize that TNSTAAFL but there might be a better way to handle this!!!!!!! How do you process chekcs for direct depositi? Do you have the same cut off times?

Can you process last weeks expense report and get it into my Wells Fargo Account as soon as possible? I really dont want to have to wait an extra week on this if at all posssible. Please advise. Please dont just give me the typical RTFM accounting response.

Answer to Exercise 4a.

1. Reliability

2. Assurance

3. Responsiveness

4. Tangibles

5. Empathy and assurance

6. Empathy

How to handle difficult customer

Step 1: Let the customer vent

Step 2: Avoid getting trapped in a negative filter/Remain calm

Step 3: Express empathy to the customer

Step 4: Begin active problem solving

Step 5: Mutually agree on the solution

Step 6: Follow up

important email etiquette tips:

1. Be concise and to the point2.Answer all questions, and pre-empt further questions3.Use proper spelling, grammar & punctuation4.Make it personal5.Use templates for frequently used responses6.Answer swiftly7.Do not attach unnecessary files8.Use proper structure & layout9.Do not overuse the high priority option10.Do not write in CAPITALS11.Don't leave out the message thread12.Add disclaimers to your emails13.Read the email before you send it14.Do not overuse Reply to All15.Mailings > use the bcc: field or do a mail merge16.Take care with abbreviations and emoticons17.Be careful with formatting18.Take care with rich text and HTML messages19.Do not forward chain letters20.Do not request delivery and read receipts21.Do not ask to recall a message.22.Do not copy a message or attachment without permission23.Do not use email to discuss confidential information24.Use a meaningful subject25.Use active instead of passive26.Avoid using URGENT and IMPORTANT27.Avoid long sentences28.Don't send or forward emails containing libelous, defamatory, offensive, racist or obscene remarks29.Don't forward virus hoaxes and chain letters30.Keep your language gender neutral31.Don't reply to spam32.Use cc: field sparingly

Taken from HYPERLINK "http://www.emailreplies.com/"http://www.emailreplies.com/

Mistake 1: Unclear subject line

The subject line in this e-mail is simply titled screw up. Not only does this title create a negative tone, but it also provides the reader with no idea of what the e-mail is about until the document is opened.

Mistake 2: A poor greeting or no greeting

The writer makes no attempt to create rapport by greeting the reader. Instead he/she simply starts with a description of the problem. Not only is this unfriendly, but it also may put the reader on the defensive.

A greeting is one of the few ways to convey tone through e-mail.

Mistake 3: Using abbreviations not commonly used or understood

The writer has included two abbreviations that are not in common use by business people today. Using such hard-to-understand language is roughly the equivalent of sending an e-mail in English to someone who speaks only French! The possibilities for misunderstanding and misinterpretations abound. By the way, to see what the abbreviations mean, check out solutions section in the next section of the chapter.

Mistake 4: Unnecessary CC (carbon copy) of the posting

The four people to whom the author has CCed the message more than likely have no real impact on solving the problem, and the copies are just a way for the author to cybergossip and vent his or her frustrations.

Mistake 5: Sloppy grammar, spelling, and punctuation

By not taking the time to spell- or grammar-check his e-mail, the composer runs the risk of creating a negative online impression. Sloppy e-mails, especially those with flagrant misspellings, lower your credibility with the receiver.

Mistake 6: Uses all capital letters to make a point

By using all caps in one of the sentences, the author basically is throwing an online hissy fit. In the digital community, putting all or part of your e-mail in capital letters is equivalent to shouting and yelling.

Mistake 7: No closing or sign-off

In the same way that the sender uses no introductory salutation or greeting to set a friendly tone upfront, he or she also omitted a closing or sign-off to end the posting on a positive note.

Mistake 8: Difficult to read

The run-on sentences, repeated points, and absence of paragraph formatting make it obvious that the author isnt concerned with making his e-mail user-friendly. Instead, the message rambles on, reflecting no respect for the readers time or ease of understanding.

Mistake 9: Unfriendly tone

The tone of this e-mail is accusing and hostile. Because the reader immediately is put on the defensive, the likelihood of a helpful response is about the same as Larry Ellison and Bill Gates going on vacation together.

Mistake 10: Lack of a clear request

What does the author of this e-mail really want from the accounting department? Because this message is full of so many questions and requests, the person reading it will be hard-pressed to figure out which

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