RV Receptionist Training - Customer Service

Transcription

1 Learning Guide for the Developed by Annie Clasen through the Florida RV Trade Association & Florida Gateway College

2 Learning Guide Introduction: Customer Service Techniques for the RV Receptionist Having well-trained individuals in the front-line position of Receptionist at an RV dealership is crucial for greeting and assisting customers in a highly competitive market. The first impression of a business is the first person they hear on the phone or meet in person as they enter a business. It is essential for these individuals to have tools to make them successful in dealing with the public in a busy sales and service environment. The video and learning guide are designed to give front-line receptionists tools to assist customers in a friendly and professional manner. The Customer Service Techniques for the RV Receptionist Learning Guide includes the following modules: Module 1: Importance of customer service Module 2: Skills & expectations for the RV Receptionist Module 3: First impressions Module 4: Communicating on the phone Module 5: Handling difficult customers Module 6: Organizational techniques for the workplace Training Objective: Gain a working knowledge and practical skills to assist recreational vehicle customers in a friendly and professional manner. Learning Activities: View the video Customer Service Techniques for the RV Receptionist for a preview to the learning guide. Read each module with a pencil in hand, completing the activities in each. As you complete the activities and assessments in each module, reflect on how you can improve your own customer service techniques and unique work area. Share your responses and reactions with your team members. Discuss techniques that have worked successfully for you. Good customer service is contagious spread the word! At the end of each module is a Self-Check for you to check your knowledge of the material. When you see this image, take time to reflect on the topic. Use the self-check as a guiding tool to improve your customer service skills. Customer Service for RV Receptionist Page 2 of 33

3 Module 1: Importance of Customer Service Let s get started with the basics! Customer Service is... the ability of friendly, knowledgeable, and capable employees to deliver personalized service to their customers in a professional manner that results in meeting the customer s expectations and resulting in positive interactions. In simple terms it is... making your customer s day by providing great, personalized customer service! Who is your customer? External customer anyone who chooses to do business with you. This customer may be a current one or a potential one. This is a customer who has actively sought out your business. This customer is the reason you have a job. Internal customer your co-workers; others who rely on your actions in order to accomplish their own duties. This customer may be down the hall from you or even at another location. This customer is important they help you do your job. Think about it: What would your customers, both external and internal, say about you? Customer Service for RV Receptionist Page 3 of 33

4 Module 1: Self-Check As a receptionist, your ability to relate is reflected by your actions when dealing with others in all areas of your life in the workplace, as a customer, in a training environment, at public gatherings and with your family. Your actions are a good indicator on how you will perform in the position. To help you gain a better idea of how well you are currently performing in these areas, take the following quick assessment before you start your training module. This information is for you to recognize your strengths and help you focus on where improvements can be made. Take time to reflect on the statements and answer honestly. Directions: Using a scale of 1 5, rate your behavior when you work with others. Scale 1 = Rarely 2 = Sometimes 3 = Frequently 4 = Usually 5 = Always 1. I am friendly both in person and on the phone. 2. I ask others for their input, actively listening to their responses. 3. I am open-minded and respectful. 4. I strive to be helpful and solution-oriented. 5. I provide prompt and accurate information to questions I am asked. 6. I am courteous, using words such as thank you, welcome, I apologize. 7. I am understanding and caring. 8. I think of alternative ways when someone s first request of me cannot be fulfilled. 9. I make every effort to deliver more than expected (take the extra step). 10. I actively seek ways to improve my skills and my workplace. How did you do? Excellent people-orientated behaviors Good skills what can you do differently to make your skills excellent? Average skills work toward improvement by studying others who give excellent service and incorporate their methods into your own work habits. Below 30 Room for improvement find a person who you admire for their interpersonal skills and ask them to coach you as you learn the skills needed for good customer service. Customer Service for RV Receptionist Page 4 of 33

5 Module 1: Importance of Position The recreation vehicle (RV) industry s success is based on building relationships with people who enjoy a lifestyle of traveling on the road. There are more than 3,000 RV dealers in the United States. All of these dealers rely on high-quality communicators to welcome customers and direct them to the appropriate departments. The position of receptionist is the first person that a customer will encounter as they enter the business. The customer s decision to spend time and money at your dealership starts with you. You are a key element to the success of the RV industry. There are two types of skills needed to be successful in the position of receptionist. The first type of skills needed is considered to be human relations, often called soft skills. The second type of skills needed is the ability to use technology, such as telephones and the computer. These technology skills are called hard skills. A blending of both skills is necessary to assist customers in a busy, front-line position where you will be responsible for both walk-in customers and those communicating via the phone and . We all have been customers who have been ignored as we enter a business or met by a surly employee. These employees may be busy with other tasks instead of making time for the customer, or simply uninterested in taking time for the customer. We don t feel important as a customer. We leave the business and seek a business who takes time to give us personalized attention. The loss revenue of these walkouts is great. The employees who are unfriendly and too busy for customers send out a strong message to the customer that their business is not wanted. Your actions as a receptionist reflect the company s values. As a receptionist, your first responsibility is to make a customer feel welcome and to promptly assist them. Your job is to give that personalized, quality attention to each person who enters your business. You are expected to be a source of information to those coming into your business. This information spans from the hours of operation, directions, types of vehicles you carry, services you offer, and even where a nearby attraction may be. You are the person that the customer will ask anything! Customer Service for RV Receptionist Page 5 of 33

6 Module 2: Skills & Expectations for the RV Receptionist Take time to prepare yourself for the challenge of dealing with people as you operate the technology needed to communicate, as well as develop the human relations skills needed. This training module will reinforce some skills you may naturally do, as well as make you aware of the skills needed to successfully deal with an ever-changing customer base. As discussed in Module 1, there are two types of skills ( soft and hard ) needed to be successful in the position of receptionist. Which of these skills do you think are needed to be successful as a receptionist? Friendly Shows Empathy Quality-focused Good Listener Eye Contact Enthusiastic Sincere Accurate Logical Patient Consistent Culturally Aware Positive Courteous Problem-Solver Team Player Multi-tasked Objective Computer Phone Etiquette Product Knowledge Flexible Life-long Learner Proper grammar Proactive Resourceful Willingness to Learn If you selected all the skills above, you are correct! What other skills are necessary that are not on this list? Customer Service for RV Receptionist Page 6 of 33

7 Module 2: Skills Self Check Employers will often say that they make hiring decisions based on an individual s ability to relate to others - their ability to communicate. That is especially true in hiring a receptionist. This position requires a person who likes helping others and is peopleorientated. The hard skills needed, such as answering a multi-line phone or accessing a computerized data base, can often be taught; yet, it is difficult to train a person to be naturally friendly and outgoing. The willingness to learn the technology skills and product information is demonstrated by an individual s attitude on flexibility and improving their skills through training. Self Check: Which skills do you possess? Using the list of skills in the previous page, circle the skills that you currently possess. Highlight the skills that you need to improve or gain. For those skills you need to work on, use this action plan to get started. Skills Needed: Action to Gain Skill: Start Date Target Date: Example: Take a computer software March 1 June 1 Computer class at local technical center Customer Service for RV Receptionist Page 7 of 33

8 Module 2: Expectations of RV Receptionist Customers come into the recreation vehicle industry from many diverse backgrounds from all over the United States, different countries, economic levels, educational levels, and life experiences. These customers may be experienced RVer s or exploring the possiblity of purchasing or renting their first recreational vehicle. They may be families, individuals, or retirees. One thing most of your customers have in common is the love of travel. From the full-timers to the ocassional vacationers, most will agree that they love the freedom of traveling in a RV! You will encounter a wide spectrum of customers from those who live full-time in their motor home to the families who excitedly go on a once-in-a lifetime vacation and everyone in between. During your interactions with the many customers you will encounter, it is important to take the time and effort to know who your customer is. No one likes to be treated as just another person in a line. Your attention can truly make a difference in how the customer perceives your business. Your attention can make them feel special. They will return to a business who gives them great, personalized customer service! You can quickly get an idea of how to be successful with each customer by noticing something about them. Customers love when you use their name. Use a sign-in sheet to get their name and use it. An easy way to give personalized attention is by observing their hats and sweatshirts. People wear their favorite sports team logos and sayings from places they have visited. Ask them how their team is doing or how they liked the place on their shirt. People love talking about themselves and their adventures. If they are traveling with a pet, just mention how cute their pet is and you have an instant rapport! When did you receive personal attention as a customer? How did it make you feel? Customer Service for RV Receptionist Page 8 of 33

9 Module 2: Expectations for the RV Receptionist You aren t expected to be an expert in the areas of sales, service, parts, warranty, finance and insurance; yet, you will field many questions about these departments. Customers see you as someone who can answer their questions. Think of your position as being a traffic cop where you qualify where your customers need to be directed. You will make decisions on where to direct them by your knowledge. Know the key personnel in each of the various departments and how to contact them. Nothing is more frustrating to a customer than to be sent to the wrong department! Strive to send your customer to the right department every time. Prepare yourself for success by visiting each department of your business. Introduce yourself to your co-workers as you meet them. In a small business, you may have a small number of co-workers to remember. In larger businesses, you will have to make an effort to make it your business to know who works where. It s your business to keep yourself informed of personnel changes. Study your company s products and informational materials to build your familiarity. Spend time browsing your website and sales area. Having a basic knowledge of the different manufacturers and classes of motor homes, travel trailers, and fifth wheels will give you instant credibility with your customers. Your customers expect the employees of a recreational vehicle business to know what it is like to be a traveler, often away from their comfort zone of their home state. These expectations also include that you have ridden and even driven the vehicles that you sell and service. If you haven t had that experience, take time to do so. You will be able to relate to customers when they make comments about their RV lifestyle. Self-Check - What do you know about your RV business? What departments does your business have and who are the key personnel in each of these departments? What manufacturers does your business sell and service? Customer Service for RV Receptionist Page 9 of 33

10 Module 3: Face-to-face communications. First Impressions Count! Receptionists are front-line positions. You are the first voice a customer hears when they call and the first person a customer meets face-to-face. You talk to more people than any other person in your company. In your position, you are the company to the customer. The impression that you give is the first impression of the business you represent. You have only seconds to form a positive impression on those who you encounter. Your actions influence the actions the customers take stay and check out the products or walk-out. Be ready to take advantage of that very small amount of time to make the right impression. It s your job to make a good first impression! Think mini-interviews with your customers! Your position as a front-line employee is a mini-interview with your customers many times in a workday. Your customers are making judgments on your company based on their interactions with you. They are interviewing the company to see if it will meet their needs. From your actions, the customers are gathering information on how your company operates. A clean and organized reception area and a friendly, competent employee gives them confidence that your company is doing things right. You influence the sales and repeat customer base of your company. Just as in an interview, a person will make a decision on if they like what they see and feel within the first few minutes of their first interaction. When you greet customers, your non-verbal messages (work area, your dress, and mannerisms) and your verbal messages quickly let the customer know if your company will take care of their customers. By dressing appropriately, making eye contact, having your documents organized, and using good manners, you strive to make a good first impression. Making a good impression during these mini-interviews with your customers is a requirement of your job every day of your workweek. It starts with the first hour of the day through the last hour of your day. Your competence on handling a ringing multiline telephone, supporting co-workers with their needs, and assisting customers all give a customer a sense of how your company operates. Think about a time when you had great, personalized customer service when you entered a business. What did the person do that was so good it left a lasting impression on you? What can you do to leave a positive first impression? What would be your first impression of this employee? Customer Service for RV Receptionist Page 10 of 33

11 Module 3: Face-to-face communications. First Impressions Count! What s Appropriate Dress for Your Position? In your mini-interview, customers are noticing how you are dressed. Appropriate attire shows that you are taking your position seriously. The old saying you are what you wear is a strong nonverbal message that you are sending. Your message to the customer should be that you are professional and competent to meet their needs. You are the company to the customer. Your attire does make an impression. In the recreational vehicle industry you represent, business casual attire is generally accepted. That is a level of dress between casual and business professional. Not all companies will have a formal dress code, so you need to use good judgment in what is appropriate to wear to work. Your customer base will come from all generations and backgrounds. Dressing in a conservative manner, with make-up and accessories kept to a minimum, will ensure successful interactions with all customers. Here are some tips on making a good impression with your attire: Tip #1: Tip #2: Tip #3: If it is too anything--too short, too tight, too low, too much don t wear it! Too much fragrance, make-up, jewelry, and accessories is too overwhelming! Present yourself clean and well-groomed. Nails and hair styles should be moderate. Don t spoil your professional look by wearing a warm up jacket or sweatshirt over your clothes. Bring a sweater or jacket/blazer if needed for extra layers. Tip #4: Look as if you are going to work not working in your yard, not on vacation or out for a night of dancing. Tip #5: Tip #6: Tip #7: Collared shirts bring your look up a notch. A collared shirt with a company logo quickly identifies you as a source of information to others. Wearing a nametag gives you credibility with your customers. If in doubt, always dress as if you are in charge! Remember - If you are primarily remembered for your attire, this is probably because you made an error in judgment! Customer Service for RV Receptionist Page 11 of 33

12 Module 3: Face-to-face communications. First Impressions Count! Recap: Strategies to make a good first impression: 1. Look in the mirror before you leave for work. Sit in your clothes to see how they fit. What impression are you giving? Dress and act professionally at all times. 2. Smile and acknowledge every person who walks in your area. Put a mirror by your phone to remind yourself to smile when answering the phone. 3. Wear a nametag with your name and position easily read. If possible, wear a collared shirt with a company logo. Customers will quickly know you are a person that will assist them. 4. Don t keep customers waiting. If necessary, have a sign in sheet. 5. Use a customer s name. Jot it down so you can use again during the customer s visit. 6. Take time to make a friendly positive comment about your customer. It might be noticing their sports team, their home state, their pets and children. Personalized attention makes all of us feel good. 7. Decorate your work area in the image you would like to project. 8. Stand up, if able, to greet the customers. 9. Step out of your area if needed to direct customers to any departments or locations that are not easily visible from your work area. 10. Anticipate what information the customer may need. Stay organized! Have your work area organized, with pens and paper readily available. Have reference information kept in a binder for quick access. Self Check: Circle the strategies listed above that you use to make a good first impression. What other strategies would you add to this list? Customer Service for RV Receptionist Page 12 of 33

13 Module 4: Communicating on the phone. The phone is often the first and sometimes only interaction a customer may have with your business. Customers will often call a business first to get directions, find out the hours of operation, and ask if you carry their product. In the RV business, your customers may be local or across the nation, even the world, calling you for information. Effective use of the phone saves customers time and money as they check out your business over the phone. A receptionist s phone is the main phone number that customers will call. Your business relies on your ability to communicate on the phone in a professional, friendly and helpful manner. The customer s interaction with you on the phone can be the very reason they have chosen to come to your RV business over another competitor. This module will give you step-by-step strategies for developing strong communication skills using the phone. Step 1 Know your phone system. Business phones come in many models and levels of features. Your business phone most likely has multiple line capabilities. Other common features include caller identification, message indicators, transfer and hold buttons. Familiarize yourself with the features of your phone system. Keep the reference guide that came with the phone nearby, or if needed, make your own reference guide for those features that give you difficulty. Practice using the features of the phone so you will be more confident when interacting with customers. Headset plugs allow you to answer the phone with your hands free to take messages or access the computer for information. If using a headset, ensure that your mouthpiece and earpiece are in the proper position. Call a co-worker to test your ability to hear accurately and also for feedback on your voice using the headset. Adjust your headset so the customer will hear you clearly. Customers have taken the time to call, so strive not to abandon their call by not knowing your phone system. Your ability to use the phone features gives the caller a sense of comfort that they are in capable hands. Take time to study your telephone reference materials. Test your voice quality by calling a trusted co-worker for feedback. Customer Service for RV Receptionist Page 13 of 33

14 Module 4: Communicating on the phone. Step Two Be prepared for the call. Answering the phone promptly relays a message to the customer that their call is important. Most customers expect the phone to be answered within three rings. A ringing phone past three rings gives the impression that your business is not available. Your job as a receptionist is to be available for the phone calls. This may be in addition to greeting walk-in customers. To do this successfully, you need to be prepared mentally and organized with the right tools. To be mentally prepared to take a customer s call, your mindset needs to be focused on the phone call you are answering. Distractions may include radio or television programs near your work area, co-workers who are standing nearby, and even your mind thinking about your next meal! Don t eat food, chew gum, drink, read, or talk to others while on the phone. Customers know when your mind is occupied on something other than them. Your posture affects how you sound on the phone. Strive to sit or stand upright when answering the phone. Your voice tone is affected by your body posture. Slouching in a chair or bending over to go through a drawer can affect the quality of your voice. The right tools at your workplace include having note paper and writing tools readily at hand. Having these ready allows you to take notes the minute your customers start giving you information. If a computer software program is needed for your position, have it open to quickly access it. Use the minimize and maximize buttons in the software to have more than one program open, if necessary. How do you sound over the phone when you: Slouch in your chair? Sit up straight? Smile? Frown? Chew gum? Are poised with pen and paper ready? Customer Service for RV Receptionist Page 14 of 33

15 Module 4: Communicating on the phone. Step Three Plan your opening greeting. Answering the phone with a professional greeting sets the tone of your call. Your opening greeting should include a friendly phrase (thank you for calling, good morning, good afternoon), identification of your business and yourself, and an offer of assistance. This allows the customer to tune in to the call and allows you to focus on the customer immediately. Here s an example of a professional greeting: Thank you for calling Traveler RV s. This is Amanda. How may I assist you? A different variation of this greeting can be used if you receive many calls that need to be quickly transferred to other departments. For example: Good afternoon. This is Amanda at Adventure RV s. How may I direct your call? Think about what you are currently using as your greeting. What could you add to make it more professional and friendly? Write your own professional greeting script below. Step Four Listen to the caller. The caller is calling for a reason. Focus on the phone call and listen carefully for why the caller is calling. The first words out of a caller s mouth usually are the most important to finding out why they are calling. When it is not clear what the caller is calling about, you ll need to listen through their inferences and indirect comments. If a caller gives you their name, jot it down for your reference. People like hearing their name. It shows that you have paid attention to what they are saying. Having good listening skills will set you up for success with your customer interactions. Don t interrupt the caller; give them time for their requests. This takes patience and objectivity. Many people think about what they will say next rather than listening to what is being said. Take care to use an open-mind when assisting your caller. Often it is helpful to take notes as you are listening, writing down the key points. Assure the caller you can help, and then summarize in your own words what you heard the speaker say in order to verify your understanding of their request. Customer Service for RV Receptionist Page 15 of 33

16 Module 4: Communicating on the phone. Make it your goal to have a one-call resolution, meaning that you will assist the caller with their requests in one phone call. You will need to even anticipate what other information they may need before they hang up. You use your knowledge of the business to put you in the caller s place. The caller is your customer. Think about the customer s needs, wants, and concerns, even those that they don t foresee having. As a customer, you may have experienced one-resolution when the representative mentions additional information you may need. This additional information is giving information that is often necessary and prevents the caller making additional calls. A common call in the RV business is asking where you are located. After giving the location, anticipate that the caller may need directions and your hours of operation. You might ask, Do you need directions and our hours? What does an effective listener do to make a customer feel like they are really listening to what they are saying? Step Five Hold and Transfer Techniques. There are many times that putting a caller on hold and transferring their calls is necessary to successfully do your job. Many callers, including you, find the experience of being put on hold and being transferred when calling a business exasperating. The negative thoughts come from our own experiences. One concern is that the call will be disconnected. Another concern is that the caller will be transferred to the wrong person. The frustration of calling a business that immediately puts you on hold, might tell the customer that: a) the business is too busy to help you, b) the business doesn t hire competent people to answer the phone, or maybe c) you as a phone customer are not important to their profit. Always use hold and transfer only when necessary! To prevent negative situations to arise, it is important to know professional techniques to ease the customer s mind while performing these tasks. It is equally important to know how to properly use the hold and transfer features on the phone system you are using. Your professional manner and competence in using the phone gives you credibility with your caller. Customer Service for RV Receptionist Page 16 of 33

17 Module 4: Communicating on the phone. Using Hold Properly: You use the hold button only when necessary to research more information, find out if an individual is available, or to assist a person who has walked into your business while you are on the phone. In a busy front-line position, you may be answering the phones, while assisting those customers who are entering your business. This will require you to use your multi-tasking skills to successfully give each individual (walk-in and phone call), the attention they need. Here are some suggestions than can help increase your effectiveness when putting a caller on hold: 1. Use hold only when necessary. Have information that is often asked close by and organized to quickly access it. 2. Ask the caller permission to put them on hold. 3. Tell the caller why you are putting them on hold it eases their anxiety. 4. Keep the caller on hold as short as time as possible. Twenty seconds seems like eternity when you are on hold. Check every 20 to 30 seconds to let the caller know that you are aware of their wait. 5. If there is a need for a longer hold than 30 seconds, offer to call the customer back with the information. 6. Thank them for holding when you return! Let s review a sample conversation using the proper hold technique: Receptionist: Caller: Receptionist: Caller: Thank you for calling RV Business. This is Joan. How may I assist you? This is Mr. Jones. I left your place without my coat. Do you have a lost and found? Mr. Jones, I ll have to look in the lost and found shelf. Would you mind holding? No, I don t mind. Place customer on hold. Check lost and found; reconnect with caller. Receptionist: Mr. Jones, thank you for holding. I don t have any coats turned in as of this afternoon. If you give me your contact information, I ll notify you if your coat is turned in. Caller: That will be great. You can reach me at my cell (345) Receptionist: Caller: Receptionist: Let me make sure I have your information correct. The number is area code Is there anything else I can help you with? No, that is all. Thank you. I hope your coat turns up. Thank you for calling. Goodbye. Customer Service for RV Receptionist Page 17 of 33

18 Module 4: Communicating on the phone. Using Transfer Properly: Be sure to understand how the telephone transfer function works. Transfer a caller when they need a specific department, individual, or a voice mail. Know your departments so that you can transfer to the right one. Nothing is more frustrating than to be shuffled from one person to the next. Here are some suggestions to increase your effectiveness while transferring a call: 1. Have all departments and personnel numbers in an easy to read format to quickly access the numbers. 2. Before transferring the call, explain why you need to do so. 3. Always request permission before transferring a caller. 4. Give the direct number for the caller s reference. Never say In case you get disconnected! For a more professional tone, use For your reference, the number is Offer alternatives, such as taking a message, faxing information, or giving an e- mail address, if caller does not want to transfer. 6. Avoid blind transfers. Be a verbal escort by announcing the call to the next person, explaining the nature of the call. Customers don t like to have to tell their situation over and over again. 7. Reconnect with the caller if the appropriate department or person is not available. Explain the situation, offering alternatives if needed. 8. Always thank the caller for waiting. Let s review a sample conversation using the proper transfer technique: Receptionist: Thank you for calling RV Worldwide. This is Marcus. How may I assist you? Caller: I m not sure who I need to talk to. I m Les Chavez and I m having trouble with a service needed light on my dashboard. I need to check to see if this is covered under my warranty. Receptionist: Mr. Chavez, our service department will be able to check that out for you. Would you like me to transfer you to our representative there? Caller: Yes, that will be great. Receptionist: Jay Thompson in the Service Department will be assisting you. For your reference, his direct number is I ll transfer you now. Place customer on hold using the transfer function. Be a verbal escort for the call. Receptionist to This is Marcus at the receptionist desk. I have Les Chavez on the Jay in Service: line. He has a service needed light on and needs information on his warranty. Can you take the call? Jay: Yes, thank you for the information. Jay connects with the customer. Jay to Mr. Chavez: Mr. Chavez, thank you for calling. I understand you have a service light on and need warranty information. Is this correct? Customer Service for RV Receptionist Page 18 of 33

19 Module 4: Communicating on the phone. Step Six Take messages professionally. Even with the option of transferring a caller to a voice mail, you may need to take a message. If you have ever received an incomplete or unreadable message, you can appreciate the need for a complete message. At a minimum, when you take a message, include the following information from the caller: Correctly spelled first and last name Company name if appropriate Phone number including area code. Reference if this a cell, home or business number Request an address Brief message. Note if you have given any information or mailed information Ask for best time to return call during business hours Note time and date on message Sign your name clearly Repeat the information to ensure accuracy Step Seven Conclude your calls professionally. At the end of each phone call, take the time and effort to thank the customer for choosing your business. Customers need to hear that we appreciate their call and look forward to hearing from them again. While saying have a nice day is a pleasant approach to finish a call and one you often hear, take the initiative to let a customer know you appreciate their business. A simple thank you for calling, or thank you for your business, coupled with please come back is a reminder to our customer that they are valued. Customer Service for RV Receptionist Page 19 of 33

20 Module 4: Communicating on the phone. For excellent phone etiquette, remember to: Strive to answer on the first ring, not more than three rings Opening greeting Give the name of your business, department Identify yourself Offer assistance Listen to the caller Summarize their statements Listen to the first words out of their mouth Listen for the caller s name Focus your attention on the caller Write down or input key points Strive for one-call resolution Use hold & transfer only when necessary Use proper techniques for hold and transfer Hold Techniques Use only when necessary Ask caller permission to put them on hold Give reason for hold Don t keep caller on hold long Thank the caller for holding Transfer Techniques Use only when necessary Have reference numbers close at hand Give reason for transfer, ask caller permission to transfer their call Give direct number for reference Offer alternatives, if needed Be a verbal escort! Tell your coworker the customer s name and what they need assistance with Always thank the caller Take Professional Messages Spell customer s name Ask for contact information phone number and address Leave a brief message Sign and date the message Repeat the information for accuracy Conclude the call Thank the customer for choosing your business Welcome them back for calling! Customer Service for RV Receptionist Page 20 of 33

21 Module 5: Handling Difficult Customers Handling difficult customers will be one of your biggest challenges, so it is best to be prepared. As a front-line employee, you are the person who meets the public. Professional customer service is essential even more when you have a challenging situation with a customer or coworker. Your business depends on your ability to assist the customer. Customers who are not satisfied usually just go to another competitor who will happily take care of them. Make it your goal to maintain good customer relations in the face of problems. Your difficult customers come to you better educated than ever before. They have access to finding information on the Internet and through their travels to many different parts of the countries. Today s customers have lots of choices and have high expectations. Each of these customers may be a challenge to help with their needs. It is your job to meet their expectations about your products and services. Most of us have the following expectations as a customer: Friendly and courteous service Ease of return or exchange Quality products and services Safe products Knowledgeable employees Equitable treatment Problem resolution Reasonable and competitive pricing Those are all fair expectations for anyone. If these expectations are not met, your customer may be difficult. Most difficult customers are complaining for a reason. Their expectations have not been met. Successfully turning a difficult customer into a satisfied one leaves a lasting impression that can win a customer s loyalty and repeat business for your company. It s your chance to give extra service over and above the normal customer interaction. Although you may not understand or like how a customer is acting, he or she is still your customer. Your goal is to establish a working rapport with them in order to make their experience a satisfying one. Customer Service for RV Receptionist Page 21 of 33

22 Module 5: Handling Difficult Customers Try these techniques in dealing with a difficult customer: 1. Start with a positive attitude Having a positive attitude sends a powerful message to difficult customers. Your attitude comes through when you wear a smile (both in person and on the phone) no matter what you re feeling. Most customers are willing to let you help them if you do so in a positive, pleasant, and professional manner. 2. Listen and be patient By listening, you are sending a message that you care about what they are saying. Don t interrupt you can t listen when you are talking! If you are patient as you listen, the customer usually will let you know what they expect from you. Use paraphrasing to check to see if you have it right. You may try Yes, I understand. Let me see if I have a clear picture 3. Apologize Let the customer know you regret their disappointment and are apologetic about the inconvenience of having them having to call or come by. It doesn t mean an admission of guilt; it s an expression that you are personally sorry that your guest has to deal with a situation. Use a statement such as I apologize that you had to come by. Or Thanks for your patience. 4. Watch your non-verbal cues Be especially conscious of your non-verbal actions when dealing with a difficult customer. Your voice tone should be calm. Be attentive with good posture. Crossing your arms sends a message that you are not open for discussion. 5. Use good manners Courtesy words and phrases, please, thank you, you re welcome, may I help you? go a long way in establishing a rapport with a customer. 6. Walk in their shoes A key thing to remember is to treat each person as an individual. To keep your thoughts in perspective, try walking in their shoes. All of us would hope that if we were in a similar situation, the person assisting us would take time to care. Keep an open-mind and try not to prejudge a customer. This will allow you to approach each situation fairly. 7. Never argue Even if you win, you lose the customer. If the customer leaves dissatisfied, then they will spread the word about the negative treatment they have received. Customer Service for RV Receptionist Page 22 of 33

23 Module 5: Handling Difficult Customers More tips in dealing with a difficult customer: 8. Listen between the lines Is there an underlying message to your customer's complaint? Does he feel cheated, ignored or unappreciated? Try asking let me hear what has happened. 9. Ask open-ended questions When a customer calls or visits your business to complain, you will need to find background information. Use the time-tested approach that a newspaper journalist would use--the 5 W and 1 H questions (who, what, when, where, why and how) to gather facts. If the customer is tight lipped about why they are upset, try asking questions that seek more information. One that works in this situation is Please tell me what happened. 10. Take responsibility and solve the problem Use the words I and we in your conversation. You are the company to the customer, and your actions are being watched. Remember to not take things personally; rather see that the customer is upset about being in the situation they are in. What may be needed may be a simple, I ll call that department right now and find out In many cases, you will decide which department may best help the customer. Say I m sorry, sir. Let me call the Service Department and see what we can do. 11. Tell the customer what you can do Never say, That's against company policy. Most customers don't like rules. Suggest alternatives. Say This is what I can do. Avoid saying no to customers. Use positive wording such as what I can do is... or I ve got an idea on how we can get this fixed. If necessary, refer the problem to an appropriate person who can assist the customer. Often, just having another individual listen to the customer, diffuses the situation. 12. Ask closed-ended questions to close the situation To verify information and as a quick way to check what was already said or agreed on, use closed-ended questions. By asking, Will this be all you need assistance with today? you are asking the customer to say yes or no. It is a means for discovery if they need more help or to finalize the situation. 13. Thank the customer Let the customer know you appreciate their patience, their business and calling the problem to your attention. Always end your interaction by saying Thank you very much for your patience today. We appreciate your business. Customer Service for RV Receptionist Page 23 of 33

24 Module 5: Handling Difficult Customers Take a few minutes to think about the RV business you work in. What causes your customers to become dissatisfied or difficult? Make a list of these causes, and list some strategies for eliminating or reducing them. Causes/ Dissatisfiers: Strategies for Reducing: What can you do personally to make your customer s expectations met? Customer Service for RV Receptionist Page 24 of 33

25 Module 6: Organizational Techniques for the Workplace As a front-line employee, you will be expected to know about the recreational vehicle industry. Customers will approach you with the expectations that you will be able to answer their questions or readily direct them to someone who can. Having an organized workplace will help you quickly look up the information you will need to assist your customer. This module will give you practical advice on workplace office tools that will help you organize your workplace. As stated above, you can t be an expert in all areas of your business; yet, you are expected to know who to go to for that information. Compile an organized reference binder with all the information that will allow you to give quick informed answers. This binder will also be beneficial for anyone who relieves you as you go on breaks and are absent. Have a page on the hours of the business, service department, finance department, sales department, and other key areas. Update this binder as you discover more information about your business. Include local eateries and attractions, as well as maps of the local area. Compile a frequently asked questions section that you add to as you encounter questions that you may need to reference at a later time. Update this binder often. Here s a checklist of items and information that you need at your fingertips to be able to quickly access to assist customers. Check the ones you currently possess. Personnel listing with extensions with key employees listed in bold type Department listing with extensions with supervisors listed in bold type Map and driving instructions to business Hours of operation for each department Frequently asked questions section Local eateries and attractions Information on products (manufacturers and types of vehicles) What other information pertinent to your business have you needed to reference that you could include in your reference binder? Customer Service for RV Receptionist Page 25 of 33

26 Parting Thoughts This learning guide has covered many strategies and techniques to make your interactions with customers a positive experience. As you strive to deliver great, personalized customer service to your RV customers, take time to remember the words a customer loves to hear: The Most Important Words a Customer Loves to Hear The 10 most important words: I apologize for our mistake. Let me make it right. The 9 most important words: Thank you for your business. Please call us again. The 8 most important words: I'm not sure, but I will find out. The 7 most important words: What else can I do for you? The 6 most important words: What is most convenient for you? The 5 most important words: How may I serve you? The 4 most important words: How did we do? The 3 most important words: Glad you called. The 2 most important words: Thank you. The 1 most important word: Yes. Author Unknown Customer Service for RV Receptionist Page 26 of 33

27 Final Test Directions: 1.) On the following five pages (#28 #32) you will find 20 multiple choice and five true/false questions. Please answer all questions on the ANSWER SHEET provided on page ) Upon completion FAX your answer sheet to the RV Learning Center at (386) ) Your grade will be returned to you at the address indicated on your answer sheet. If you satisfactorily complete the exam you will be awarded the appropriate certification certificate. 4.) If there are additional persons at your location taking the course and the final exam you are permitted to reproduce materials as needed. It is important that each person have a separate answer sheet (page 33) and fax individually. Customer Service for RV Receptionist Page 27 of 33

28 Customer Service Techniques for the RV Receptionist Learning Guide Assessment Directions: Using the learning guide, answer the multiple choice questions Choose the best answer for the True/False questions Use the Answer Sheet to record your answers. 1. The purpose of providing personalized customer service is: A. To have positive interactions with customers. B. To meet the customer s expectations. C. To make the customer s day by paying attention to them. D. All of the above. 2. An external customer: A. Is someone who chooses to do business with your company. B. Doesn t impact the profits of a business. C. Doesn t ever contact your business. D. Is not as important as your internal customers. 3. An RV Receptionist is a key element to the success of the business they work at because: A. The customer s decision to spend time and money at your dealership starts with the receptionist. B. They are the first person that a customer will encounter as they enter the business. C. They are the source of information to those coming into the business. D. All of the above. 4. What is another name for the human relations skills needed when dealing with others? A. Hard Skills C. Computer Skills B. Soft Skills D. Technology Skills 5. RV customers expect the receptionist to have knowledge in: A. The manufacturers and brands that the business sells. B. The hours of operation and key personnel for every department. C. The lifestyle of those who love to travel in recreational vehicles. D. All of the above. Customer Service for RV Receptionist Page 28 of 33

29 Learning Guide Assessment, page 2 of 5 6. To make a good first impression, a receptionist should: A. Smile, acknowledge every person and use courtesy words. B. Dress appropriately in business casual clothing and wear a nametag. C. Have an organized work area. D. All of the above. 7. All of these are strategies to make a good impression, except: A. Stand up, if able, to greet the customer. B. Use a customer s name. C. Step out of your area if needed to direct customers to a location that is not easily visible from your location. D. Ask customers to wait until after your break to assist them. 8. To be prepared for answering the phone within the first three rings, a receptionist needs to: A. Know how their phone works by knowing the features of the phone, have an organized work area, and have a mindset focused on the call. B. Have their mind focused on the computer screen. C. Complete all other duties before answering the phone. D. Wait to see if a co-worker will pick up the call. 9. A professional opening greeting for answering the phone includes: A. An automated answer directing customers to select their department. B. A friendly phrase, identification of your business and yourself, and an offer of assistance. C. An automatic please hold when the receptionist is busy. D. An identification of your business only. 10. A one-call resolution means: A. Taking one phone call at a time. B. Asking the customer if they have called before. C. Striving to assist the customer with all their requests in one phone call, even anticipating additional needs. D. Trying to call the customer one time. Customer Service for RV Receptionist Page 29 of 33

30 Learning Guide Assessment, page 3 of The proper technique to put a customer on hold is: A. Ask the caller permission to put them on hold. B. Tell the caller the reason for putting them on hold. C. Thank the customer for holding when you connect with them. D. All of the above. 12. To take professional messages, a receptionist should: A. Include contact information, including phone number and address. B. Spell the customer s name and repeat the information to check for accuracy. C. Save time by not signing and dating the message. D. Both A & B 13. Strategies to increase your listening ability include: A. Focus on the call since the first words out of a customer s mouth are usually the most important to finding out why they are calling. B. Don t interrupt the caller, giving them time for their requests. C. Take notes as you are listening, writing down the key points. D. All of the above. 14. Conclude your phone calls professionally by: A. Saying bye-bye. B. Hanging up before the customer asks any other questions. C. Hurrying the customer so you can take the other calls coming in. D. Thanking the customer for choosing your business and inviting them back. 15. Maintaining good customer relations when dealing with difficult customers is important because: A. Customers who are not satisfied usually go to another competitor who will happily take care of them. B. Customers are not very educated, so they won t mind. C. Customers are not worth the extra effort to assist them. D. Some customers have too high expectations of our business. Customer Service for RV Receptionist Page 30 of 33