CUSTOMER SERVICE Maine Woods Tourism Training Initiative

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1 Press F-11 for full screen CUSTOMER SERVICE Maine Woods Tourism Training Initiative

2 WHAT IS CUSTOMER SERVICE? Business Perspective Customer Service is a function of how well an organization meets the needs of its customers. Customer Perspective A customer defines customer service as how she perceives that an organization has delighted her, by exceeding to meet her needs. What is the Difference? Delight Individual Focus Meets vs. Exceeds Important to have the right mindset

3 THREE CUSTOMER SERVICE MYTHS Customer service is less tiring than other jobs that require hard physical labor. Providing quality customer service every day all the time is easy. If you can be helpful and friendly to one customer then you will find it just as easy to treat hundreds of customers the same way.

4 CUSTOMER SERVICE REALITIES Customer service requires the exertion of emotional labor. Emotional labor takes its toll on your energy level just like physical labor does; that is it makes you tired. The concepts we will talk about are easy to understand. However, that does not mean they are necessarily easy to accomplish all day everyday. Providing quality customer service on a regular basis can be very challenging. When you have exhausted your reservoir of emotional energy, you have CONTACT OVERLOAD SYNDROME.

5 CUSTOMER SERVICE REALITIES When you are suffering from Contact Overload Syndrome you can become: Tired Listless Dejected Grouchy/Impatient Even Clumsy Each of these conditions reduces your ability to provide quality customer service.

6 WHY IS CUSTOMER SERVICE IMPORTANT? Without customers, there is no need for your business, or your job. Loyal customers are typically easier to delight. Why? Loyal customers often spend more money.

7 SOCIAL MEDIA Never before has it been so easy for a customer to tell so many other people about an experience. Twitter OR

8 CUSTOMER SERVICE MANTRA Customers are individuals with names and feelings. should always be supported; they have a right to express their feelings. are the reason I have a job. are here to spend money; we are lucky to have them!

9 APPEARANCE You never know what might offend some customers, so don t take any chances.. Clean, ironed professional attire Refrain from chewing gum Minimal makeup, jewelry, piercings, etc. Clean shaven

10 GREAT GREETINGS Always wear a smile. Strive to make eye contact. Keep eyes up for customers (even when you re busy) Avoid May I help you? What will the customers say if you use this? Be creative when you make conversation. What are customers wearing, doing, carrying? Let waiting customers know you care.

11 CUSTOMERS FIRST Give customers your full, undivided attention. Avoid side conversations. Avoid answering the telephone Let the customer know they are the most important part of your business.

12 ATTITUDE An attitude is a state of mind by feelings, thought and action tendencies. The attitude you send out is usually the attitude you get back. Just because someone else is a jerk doesn t give you the right to be one, too. It takes more energy to be negative than it does to be positive.

13 ENGAGE Engaging with customers goes a step further than simply asking questions. Treat customers as individuals. Make customers feel unique special.

14 SMART QUESTIONS Conversations Are Created From Good Open-Ended Questions (Begin with who, when, what, where, how or tell me). Asking The Right Questions Saves Time For You And Your Customers. Asking The Right Questions Helps You to Make Sensible Suggestions. Always Listen Carefully To Your Customers Answers.

15 EXCEED EXPECTATIONS Start by managing expectations. The only way to manage expectations is to set expectations. Outline process Tell customers what is going to happen before it does. Learn about your customer. Customize to your customer s needs. Find unmet needs. Find ways to delight your customer. Under-promise and over-deliver.

16 CREATE A MOMENT OF MAGIC

17 EXCEED EXPECTATIONS Know everything possible about your organization. Particularly the products and services offered Refer to your competition. Shows that you care first and foremost about the customer Send thank-you notes.

18 EXCEED EXPECTATIONS INTERACTIONS Admit mistakes first Ask for their complaints Ask if there is anything you can do better Call, or write, for no reason at all Cure complaints NOW POLICY Create a customer service council Never stop learning Empower associates to solve problems

19 INTERPERSONAL COMMUNICATIONS Never use the word should you are imposing your values on someone else. Let customers vent: acknowledge their feelings with genuine empathy. Remove from other customers when necessary Diffuse, don t escalate. There is always a positive way to say a negative thing.

20 BODY LANGUAGE: HOW PEOPLE RECEIVE MESSAGES 7% comes from the words they say 38% comes from the tone of their voice 55% of what we learn from others comes from their body language

21 POSITIVE BODY LANGUAGE Walking briskly, holding head and shoulders upright Confidence Holding steady eye contact Agreement Sitting with legs apart Open and relaxed Tilting head quickly Interest

22 POSITIVE BODY LANGUAGE Open arms/palms Acceptance Both feet planted firmly on the floor Confidence Firm handshake Encouragement Thanks

23 NEGATIVE BODY LANGUAGE FROM THE WAIST UP Leaning back or stepping away Turning their body away from you Pushing away from their desk or table Gathering up papers Closing their briefcases or purse while you are still talking Looking at a watch or clock

24 NEGATIVE BODY LANGUAGE HAND GESTURES Tapping fingers Repeatedly clicking a ball point pen Rattling loose change in a pocket Placing the cap on a pen and putting it in a pocket

25 MISTAKES: WE ALL MAKE THEM DO Admit it Accept responsibility FIX it DON T Blame another associate or department Tell the customer he/she did something wrong Argue

26 DELIVERING NEGATIVE OR SENSITIVE INFORMATION The Sandwich Good Difficult Good

27 CUSTOMERS Are the most important people who will ever be in this office Are those special VIP s who call on the phone Are not interruptions of our work... They are the reason for it

28 SUCCESSFULLY MANAGING HIGH MAINTENANCE CUSTOMERS: STRATEGIES, CHALLENGES & REWARDS How to Secure their Loyalty to Your Business Maine Small Business Development Centers Administrative Offices USM, PO Box 9300, Portland, ME Phone: or SBDC Web:

29 HIGH MAINTENANCE CUSTOMERS

30 WHAT CAN CAUSE CHALLENGING HIGH MAINTENANCE SITUATIONS? Rude or indifferent treatment Service breakdowns of failures A single frustrating situation or a series of such incidents Family difficulties Physical issues

31 WHAT PERSONAL SKILLS DOES A SERVER REQUIRE? This situation is not necessarily about YOU! Ability to listen Patience Self-control Empathy Sincerity Stretching beyond normal limits

32 HOW SHOULD I VIEW A NEGATIVE SITUATION? Review Reflect Role Play help you fix problems offer insight into your operation 98% of angry customers provide an opportunity to grow your business and fix service problems

33 HOW SHOULD I REACT? Stay Calm Retain a soft tone of voice Be deliberate and soothing Goal: To resolve the situation effectively and efficiently, not to prove anyone right or wrong!

34 IS THE CUSTOMER ALWAYS RIGHT? Of course not, BUT it is not about being right! Your job is to help the customer find a resolution, even when wrong, that will allow them to save face. Transforming them from high maintenance into a loyal and grateful customer.

35 IMPORTANT THINGS TO AVOID Humor Terse, clipped responses Certain phrases like: It s against our company policy... But the computer says... You ll have to talk to... Be aware of your own body language Speak carefully without laying blame

36 WHEN YOU CAN T SAY YES! You still can achieve a satisfied customer! The way you respond makes a difference! That plane left 10 minutes ago! I am so sorry to tell you, that flight left a few minutes ago. Let me see if I can rebook your flight.

37 MISTAKES What should you do when someone on your team has made a mistake? overcharged failed to deliver wrong item Listen Repeat your understanding of the situation Empathize Apologize Ask how they want the problem resolved Thank them Follow-up

38 ANNOYING REQUIREMENTS What should you do when your job requirements upset the customer? Recognize the real issue Be proactive by being prepared to deal with a known problem If it is still a problem, continue to be polite and friendly. Empathize Seek resolution, however possible Thank them

39 ANGRY CUSTOMER What should you do when a customer is very angry? Let the customer vent completely and listen Don t take it personally Report back what you have heard Apologize and ask how they would like the situation resolved

40 UNREASONABLE REQUEST Make a counter offer if their suggestion is not possible What if the customer requests a resolution that is unreasonable? Use the skills you have already learned about saying no in a positive way

41 SERVICE RECOVERY What should you do if the customer is behaving in a loud and obnoxious manner? Try to isolate the individual Bring a manager into the situation Use reverse psychology Compliment their behavior Ask for time to resolve the situation

42 TOO BUSY What should I do when I am too busy to give my usual good service? Recruit assistance Manage the Wait somehow Apologize Offer the best service possible when their turn comes

43 TAKING ADVANTAGE What should I do when I feel like a customer is trying to take advantage of me? Occasionally, you have customers looking to get something for nothing. Treat them with the same respect and assume their honesty You may loose a little This customer may never be happy or loyal!

44 FIXING A PROBLEM IS JUST AS IMPORTANT AS GETTING IT RIGHT AT FIRST! Employees who turn negative situations into positives retain customer and their jobs! First impressions are critical to future business!

45 DOCUMENTATION Name, address and all contact information Necessary for further followup Going the extra mile Creates positive Word of mouth for your business, despite your mistake.

46 STRIVE FOR EXCELLENCE AND PERFECTION! Exhibit your constant commitment to excellent and exceptional service How you handle service recovery is more important than the original failure! Try to avoid having to recover by always striving for perfection!

47 TELEPHONE ETIQUETTE

48 TELEPHONE MANNERS/WHY BOTHER 1. The phone in many cases is the first significant contact many people have with your business.

49 TELEPHONE MANNERS/WHY BOTHER 1. The phone in many cases is the first significant contact many people have with your business 2. It s a powerful image builder

50 TELEPHONE MANNERS/WHY BOTHER 1. The phone in many cases is the first significant contact many people have with your business 2. It s a powerful image builder 3. It s a highly effective medium for building good relations and trust

51 TELEPHONE MANNERS/WHY BOTHER 4. Proper use of the telephone has never been taught in our schools, But. It may play a significant part in your next performance evaluation

52 UNDERSTANDING BASIC CUSTOMER NEEDS Who are my Customers

53 UNDERSTANDING BASIC CUSTOMER NEEDS Who are my Customers External

54 UNDERSTANDING BASIC CUSTOMER NEEDS Who are my Customers External Internal

55 UNDERSTANDING BASIC CUSTOMER NEEDS The Need to be Understood

56 UNDERSTANDING BASIC CUSTOMER NEEDS The Need to be Understood The Need to Feel Welcome

57 UNDERSTANDING BASIC CUSTOMER NEEDS The Need to be Understood The Need to Feel Welcome The Need to Feel Important

58 UNDERSTANDING BASIC CUSTOMER NEEDS The Need to be Understood The Need to Feel Welcome The Need to Feel Important The Need for Comfort

59 TELEPHONE ETIQUETTE BASIC RULES Be Prepared

60 TELEPHONE ETIQUETTE BASIC RULES Be Prepared Have materials you need, accessible

61 TELEPHONE ETIQUETTE BASIC RULES Be Prepared Have materials you need, accessible Understand how the telephone system works

62 TELEPHONE ETIQUETTE BASIC RULES Pick up the Phone Within Three Rings

63 TELEPHONE ETIQUETTE BASIC RULES Pick up the Phone Within Three Rings Greet the Caller

64 TELEPHONE ETIQUETTE BASIC RULES Pick up the Phone Within Three Rings Greet the Caller Identify your Organization and Yourself

65 TELEPHONE ETIQUETTE BASIC RULES Pick up the Phone Within Three Rings Greet the Caller Identify your Organization and Yourself Ask the Customer if You can Help

66 A WINNING TELEPHONE STYLE One of the most valuable business skills you can acquire

67 A WINNING TELEPHONE STYLE 1. 86% of the message the customer gets over the phone is from your tone of voice

68 HOW YOU SAY IT Tone

69 HOW YOU SAY IT Tone Speed

70 HOW YOU SAY IT Tone Speed Volume

71 A WINNING TELEPHONE STYLE Free Tip A great technique for improving your phone skills is to record yourself on tape

72 SOME MORE BASIC RULES Be Pleasant When talking on the phone make a concerted effort to smile when answering and when hanging up

73 SOME MORE BASIC RULES Hang up Gently

74 SOME MORE BASIC RULES Hang up Gently Slamming the receiver makes an unpleasant noise in the caller s ear

75 SOME MORE BASIC RULES Use Good Speech Habits- Be aware of the words you use

76 SOME MORE BASIC RULES Use Good Speech Habits- Be aware of the words you use Phrases to Use: Yes, All right, She s not available right now, Goodbye

77 SOME MORE BASIC RULES Use Good Speech Habits- Be aware of the words you use Phrases NOT to Use: Hang on, yeah, Okey-doke, She s tied up right now, Byebye, Can you wait a minute.

78 SOME MORE BASIC RULES Screening Calls. When you find you must screen a call, you should say, Who s calling please. Or who may I say is calling Please

79 SOME MORE BASIC RULES. THIS TIME WHEN YOU RE THE CALLER Identify Yourself

80 SOME MORE BASIC RULES. THIS TIME WHEN YOU RE THE CALLER Identify Yourself When calling someone identify yourself immediately after saying hello Explain the reason for your call

81 SOME MORE BASIC RULES. THIS TIME WHEN YOU RE THE CALLER Respect Others Time

82 SOME MORE BASIC RULES. THIS TIME WHEN YOU RE THE CALLER Respect Others Time After you identify yourself ask for the person s time I.E do you have a minute or Is this a good time to talk

83 HOW TO GET YOUR. TELEPHONE CALLS RETURNED PROMPTLY

84 When calling someone, say when you can be reached.

85 When calling someone, say when you can be reached. The More specific you are, the more professionally you will be perceived.

86 When calling someone, say when you can be reached. The More specific you are, the more professionally you will be perceived. If you are calling long distance, be sure to state that fact when identifying yourself.

87 HOW TO TAKE A MESSAGE Explain your co-worker s absence in a positive light

88 HOW TO TAKE A MESSAGE Explain your co-worker s absence in a positive light Inform the caller of the availability of the person he wants to talk to before asking his name

89 HOW TO TAKE A MESSAGE Explain your co-worker s absence in a positive light Inform the caller of the availability of the person he wants to talk to before asking his name Give an estimated time of your coworker s return

90 HOW TO TAKE A MESSAGE Offer to help the person yourself, take a message, or transfer her to another party Politely request the needed information Write down all important information and initial Repeat information back to ensure correctness

91 HOW TO LEAVE A MESSAGE When calling someone and reaching their answering machine or voice mail, if you had sufficient reason to call, you should leave a message

92 HOW TO LEAVE A MESSAGE What you say and how you say it is as important as if you were speaking to them directly Be Prepared

93 HOW TO LEAVE A MESSAGE Include; Your Name Date and time you called Reason you called When you can be reached (Time) Phone Numbers Remember speak clearly

94 HOW TO PUT SOMEONE ON HOLD Ask Customer if you may put them on hold

95 HOW TO PUT SOMEONE ON HOLD Ask Customer if you may put them on hold Wait for a response

96 HOW TO PUT SOMEONE ON HOLD Ask Customer if you may put them on hold Wait for a response Tell Customers why they are being put on hold

97 HOW TO PUT SOMEONE ON HOLD Ask Customer if you may put them on hold Wait for a response Tell Customers why they are being put on hold Give a time frame

98 HOW TO PUT SOMEONE ON HOLD Ask Customer if you may put them on hold Wait for a response Tell Customers why they are being put on hold Give a time frame Return to the line after seconds

99 HOW TO PUT SOMEONE ON HOLD Ask Customer if you may put them on hold Wait for a response Tell Customers why they are being put on hold Give a time frame Return to the line after seconds Thank customer for waiting and apologize for the delay.

100 HOW TO TRANSFER A CALL Explain why the caller is being transferred and to whom

101 HOW TO TRANSFER A CALL Explain why the caller is being transferred and to whom Ask the customer if he or she minds being transferred

102 HOW TO TRANSFER A CALL Explain why the caller is being transferred and to whom Ask the customer if he or she minds being transferred Make sure someone is there to pick up the call before you hang up

103 HOW TO TRANSFER A CALL Explain why the caller is being transferred and to whom Ask the customer if he or she minds being transferred Make sure someone is there to pick up the call before you hang up

104 HOW TO TRANSFER A CALL Tell the person to whom you are transferring the call, the person s name and the nature of the call.

105 LEAVING YOUR WORK LOCATION Always notify the person taking calls when you are leaving your work location.

106 LEAVING YOUR WORK LOCATION Always notify the person taking calls when you are leaving your work location. Tell them when you expect to return

107 LEAVING YOUR WORK LOCATION Always notify the person taking calls when you are leaving your work location. Tell them when you expect to return Make alternative contact information available if appreciate.

108 LEAVING YOUR WORK LOCATION Always notify the person taking calls when you are leaving your work location. Tell them when you expect to return Make alternative contact information available if appreciate. Upon return, pick up all messages and return calls promptly

109 VOICE MAIL/CREATING AN OUTGOING MESSAGE Give name and date created

110 VOICE MAIL/CREATING AN OUTGOING MESSAGE Give name and date created Specify return time/date

111 VOICE MAIL/CREATING AN OUTGOING MESSAGE Give name and date created Specify return time/date Tell how else to contact and how

112 VOICE MAIL/CREATING AN OUTGOING MESSAGE Give name and date created Specify return time/date Tell how else to contact and how Update frequently

113 CONVEYING THE BEST POSSIBLE IMAGE Don t Say: Who s calling Do say: May I ask who s calling

114 CONVEYING THE BEST POSSIBLE IMAGE Don t Say: He hasn t come in yet Do Say: He s not in the office at the moment

115 CONVEYING THE BEST POSSIBLE IMAGE Don t Say: She s on her coffee break Do Say: She s away from her desk at the moment

116 CONVEYING THE BEST POSSIBLE IMAGE Don t Say: He left early today Do Say: He s out of the office until tomorrow

117 CONVEYING THE BEST POSSIBLE IMAGE Don t Say: She s sick today Do Say: She s not in the office today

118 CONVEYING THE BEST POSSIBLE IMAGE Don t Say: He s on vacation for the next two weeks Do Say:He s out of the office for the next two weeks

119 CONVEYING THE BEST POSSIBLE IMAGE And, of course, Never Say: I believe he went to the men s room She has an appointment with her lawyer today He s at the BJ s

120 SPEAKERPHONE ETIQUETTE Tell the caller who s in the room with you, then ask if you may put them on speakerphone.

121 MOBILE PHONES Let people know your calling from a mobile phone

122 MOBILE PHONES Let people know your calling from a mobile phone If your calling a mobile phone, please ask if they are in a position to talk.

123 MOBILE PHONES Let people know your calling from a mobile phone If your calling a mobile phone, please ask if they are in a position to talk. Keep your communication concise and brief.

124 COMMON TELEPHONE FAUX PAS Hanging up instead of apologizing first when you reach a wrong number

125 COMMON TELEPHONE FAUX PAS Saying He/She has my number rather than leaving it, when the person you are calling is unavailable to take your call.

126 COMMON TELEPHONE FAUX PAS Not returning telephone calls Promptly

127 COMMON TELEPHONE FAUX PAS Putting someone on speakerphone without asking their permission

128 COMMON TELEPHONE FAUX PAS Recording a cute message on your answering machine, rather than a business-like one that is to the point.

129 IT S UP TO YOU Every call should be looked upon as an opportunity to build good public relations for you, your business and your community.

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