Customer Service Skills

Managing Your Reaction to Stress: THE "ABC" MODEL.

"A" stands for the "actual event." What was the stressor that caused the reaction?

"B"

"B" is for "beliefs." This is how the event was understood or perceived.

"C"

"C" is for "consequences." Consequences are the feelings evoked or the actions taken in response to the stressful event and directly related to beliefs about the situation.

Strategy:

1. Define the current situation 2. Define all targets and values 3. Implement this strategy and fill in gaps needed to do so. 4. Stay in tune with their changing needs.

INSTEAD turn(FFPs):

1. I don't know= let me find out 2. We can't do that = This is what i can do for you. 3. You'll have to = Is it possible for...... to be done.(and see what you can do together.) 4.Hang on a sec. = My i check and come back to you, to help you better? 5. No = How about/would you be okay with....?

HANDLING COMPLAINTS: What is a complaint?

A complaint is a customers expression of dissatisfaction with the product or service they have purchased/received. Whether the complaint is valid or not, from the customer's perspective, a problem exists.

Defining the Situation:

Analyzing the business points you to the right direction regarding value. This in turn gives me the ability to add the right value to my customers experience.

Identifying Your Beliefs:

Consider how you feel and behave. Re-examine past events as you experience them to learn how you perceive stressful events.

VOICE:

Enunciation, Voice quality, Volume, Pitch and Rate of speed(give regular pauses)

Sources of Stress:

Excessive amounts of work. Demanding customers. Unclear expectations. Long work hours. Conflict. Dealing with complaints and problems.

Taking MEANINGFUL Messages:

Explain reasons for unavailability Provide customer with estimated time for availability Write down message and repeat it to them. Assure to customer that the available party will receive their message and forward said message to then.

Procedure for Transferring Calls:

Explain why they need to be transferred Ask them fist. Make sure they are directed correctly. Explain the nature of needs to the receiver of the customer.

Make a Positive Last Impression:

Follow through. Say thank you. Invite them back Follow up to find out if their experience was a positive one. (This is a chance to help dissatisfied customers and reinforce satisfied ones.) New customers need this to help get them oriented with the service. Former customers will provide feedback on things that may need changes or updates.

Answering the phone:

GREETINGS: Salutation. Identification statement (company and your name.

How to Make Positive Impressions:

Greet the customer. Focus on them and their needs. Keep your area clean and free from clutter. Dress appropriately. Maintain a professional atmosphere.

Building that strategy:

Put into practice the service level needed develop needed capabilities Train more in certain areas Get the relevant skills and knowledge required.

Learning and Identifying their needs:

Questioning techniques(Ask the right ones) Open ended/Closed ended. Be a good listener: Us non-verbal signals. Pause and allow them to clarify on a comment. Paraphrase in your own words what you understood from them.

Dealing with difficult customers:

Remain Calm Allow the customer to vent and release anger, frustration, and irritation that could hinder finding a solution. Express empathy to convey understanding of the problem.(Understanding is not the same as agreeing.) Ask close ended questions(yes/no) to gain control of the situation and get the customers focusing on the problem. Show confidence.

Demonstrate Listening:

Restate what they say. Summarize in your own words. Ask them to pause and elaborate. Acknowledge their feelings.

Telephone Etiquette:

Set of skills and attitudes used when answering the phone that allows the assistant to sound alert, interested, and concerned. Understand useful features on the phone.(putting customers on hold, transferring them to someone else they need) Makes sure you are not starting new calls before finishing one. Do not eat anything while on the phone. Ask permission before putting them one hold. Actively listening to the caller and paraphrasing your understanding to them. Be polite, formal and clearly. Respect their privacy.

WHAT DO CUSTOMERS WANT?

Someone who: a) Understands their issues. b)Takes Responsibility c)Communicates Effectively d)Is courteous e)Is honest

Take Preventive Measures:

Take healthy breaks. Breathe deeply. Eat healthy. Exercise regularly Practice relaxation techniques. Develop effective time management skills. Develop standard responses to common situations. Smile and laugh.

SERVICE RECOVERY:

Taking action to resolve a problem to the customer's satisfaction. There are 6 steps to service recovery: Apologize (be non defensive!) Understand the problem ( repeat to assure you do, use open ended questions) Determine the cause. Explore a possible acceptable solution Implement the best solution. Follow up.

FOLLOW UP METHODS:

Telephone, letters, Email, Mail Ads, and In-person.

Using Questions to Challenge Thinking:

Use the following questions: Is my understanding logical? Is there any evidence to support my thinking? Am i overreacting? Are my expectations realistic? Am i taking things to personally? Am i wrongly blaming myself or others?

Understand certain beliefs are linked to specific emotions, for example:

Violation of rights is likely to evoke anger. Anticipation of a future threat is likely to evoke anxiety or fear. Violation of another's right is likely to evoke guilt. Loss of standing with others is likely to evoke embarrassment.

WHAT THEY DO NOT WANT:

a)Can't help b)A defensive helper c)Constantly being put on hold c)Not being found on the database d)Their calls not being returned

FIVE FORBIDDEN PHRASES(FFPs) FOR HANDLING COMPLAINTS:

a)I don't know b)We can't do that c)You'll have to........ d)Hang on a second. I'll be right back. e)No(at the beginning of any sentence)

What you need to do well at customer service:

a)Motivation b)Be flexible c)Be energetic and enthusiastic d)Take ownership of the challenges, problems and challenges e)ALWAYS respond with what you can do first and be positive.

WHY THEY DON"T COMPLAIN:

they don't want the hassle don't know where to go they don't see any good in doing so They think they'll be treated badly think it'll be easier to just go somewhere else. (Although all VALID, they don't help the org.)