the customer experience - tamcar materials/spring 201… · phone etiquette wait, i have to turn on...
TRANSCRIPT
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The Customer ExperiencePresented by your BBB® Serving Middle Tennessee
WHY?
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CUSTOMER LOYALTY
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“The toughest thing about the power of TRUST is that it’s very difficult to build and very easy to destroy.
The essence of TRUST building is to emphasize the similarities between you and the customer.”
Thomas J. Watson
Great Customer Service Begins With PRIDE
Companies do not create products,
deliver services or solve problems;
PEOPLE DO!
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“Respect yourself and others will respect you.”
CONFUCIUS
WHY FIT IN WHEN YOU WERE BORN
TO STAND OUT?
DR. SEUSS
The choice to be better than good-to be GREAT-
is yours.
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How Do You Build Trust?
Trust Is Earned When
Everyone’s Interests Are Considered
And Respected
Good Communication Skills Are The Key To
Building TRUST
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Communication
A Continuous Process
Interaction Between People
To Share Facts, Thoughts, Ideas
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MAKE A GOOD FIRST IMPRESSION
Non-Verbal Communication
A bad attitude can't be masked by the best
telephone or professional etiquette.
It colors the entire interaction.
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Smile
Sit Up Straight
Talk Slowly
Know Your Stuff
Practice
Confidence
Soft Skills
Listening Empathy Positivity
“If we were supposed to talk more than listen, we would have two
tongues and one ear.”Mark Twain
ACTIVE LISTENING
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PATIENCE
Make Notes Of Key Points
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Avoid Personal Prejudice
ASKEffective
Questions
Paraphrase Their Point
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EMPATHY
BE THE CUSTOMER
LISTENING
EMPATHETIC
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Avoid Fault
FOCUS ON FINDING A SOLUTION
Empathetic Statements“I realize how complicated it is to…”
“I cannot imagine how upsetting it is to...”
“I know how confusing it must be when…”
“I can understand your concerns about…”
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In a customer service environment, the language used can have a huge impact on how the customer perceives
the service.
WHEN YOU
ANSWER THE
PHONE, YOU
ACTUALLY
BECOME THE FACE OF YOUR COMPANY
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Phone Etiquette
Wait, I have to turn on my Customer Service voice to talk to you.
• Brand The Call• State Your Name
Project Good Voice Quality
Avoid Slang-Business Jargon
Permission to Place on Hold
Transferring a Call
Language
Make a Good Impression
Thank Customer
Offer Additional Assistance
Let Customer Hang Up
First
Closing With A Customer
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Written Communication
3 keys to setting TONE in written communication
•Word Choice•Formatting•Emotional State
Check Email Daily
Think Twice Before “Reply All”
Email lives on FOREVER
Subject Line is Important
Copying – Using cc
Proofread
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Listen to the customer.
I just like to smile, smiling is my favorite.
SMILE
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Be honest about risks.
SHOW random acts of kindness.
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SHOW APPRECIATION
Your customer may NOT always be right,
but they are always the customer.
Why Customers Complain
Confused Defending Ego
Feel Ignored
Treated Poorly in the Past
Wait Times
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A small request fulfilled can often leave a very positive impact on a customer.
Why is it so hard to say NO?
Not Prepared
Not a Good Fit
You’re Overloaded
Request is Unrealistic
Can’t Meet Expectations
Not Aligned With Vision
Knowing When To Say NO
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Respond Promptly
Treat each “no” as the first one of the day.
and Repeat
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Give Reasons for Decline
Offer An Alternative
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Once Again...
LISTEN
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Don’t forget your happy customers.
Time
Barriers of Learning
Information Emotions
Foster a Growth Mindset
Establish Goals
Ask QuestionsPractice
Teach
Assuming Ownership
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Utilize Resources Timeliness
Hard Work Persistence
Building Customer Loyalty
Use Customer
Names
Listen to Understand
Be ResponsiveCommunicate
Regularly
Involve the Customers
Understand Company Mission or
Vision
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