REDISCOVERING

1
REDISCOVERING THE LOST ART OF CUSTOMER SERVICE
2
WHAT ARE OUR CUSTOMERS LOOKING FOR? 1) If asked
to define service, many would respond giving the
customer what they want, which sets the scene
for . a. You cant always
say . b. Saying yes doesnt guarantee a
customer. c. Saying doesnt mean youll
end up with an unhappy customer.
failure
yes
happy
no
3

• In what instance might you say no to a
  customer?
• a.
• b.
• c.
• d.

Federal regulations
Policies/procedures
Physically not possible
Morals/ethics
4
3) Excellent customer service is provided when
you address basic, less obvious needs such
as a. effectively b. providing
c. d. empathy understanding
without e. a feeling of f.
g.
listening
options
friendliness
judgment
control
information
fairness
5

• 4) Customers ask for what they want it is your
  job to also
• provide what they ,
• or they may choose to go elsewhere.
• A customers needs may vary based on
• or .

need
personalities
circumstances
6
What would be some of the needs/expectations a
customer might have in the following
situations? Visit to Disney World Trip
to accountant Fine dining experience
Dentist Appointment
Safety, fun
Accuracy, timeliness
Creativity, skill, taste
Sensitivity, skill, on time
7
What are some specific needs that YOUR
patrons might have?

Smile
Suggestions
Assistance
Quiet
Selection
Knowledge
Availability
8
IS YOUR SERVICE A PROCESS OR A PROCEDURE? 1) A
procedure handles each incident 2) A
process creates a long-term relationship with a
goal of , not customer
satisfaction. This is accomplished
by a) expectations b)
needs
individually
delight!
exceeding
anticipating
9

• What are some things you can do to create this
  atmosphere?
• a) about them.
• b) give service.
• c) make them feel .
• d) use their .
• be familiar with topics.
• f) them to new products/services.
• g) know and adapt to their .

Learn
personal
special
name
non-library
Alert
personality
10
4) In a study done by the Forum Research
Corporation, they analyzed 14 major service
companies in terms of customer satisfaction and
why customers left 15 left because they
didnt like the price. 15 left because they
didnt like the quality. 70 left because they
didnt like the .
human aspect
11
1 3

• A satisfied customer tells
• people.
• 6) A dissatisfied customer tells
  people.

9 - 10
12
Welcome Were So Glad Youre Here! Out and
About (describe what you notice and like in
a customer service experience when you are out
shopping, dining, etc.)

Smile
Thank you
Glad to help me
I have their attention
13
(No Transcript)
14
What People Love to Hear

A smile


Please
Thank you
Im sorry
Id be glad to
Their name
15
Things You Should Never Say
We dontnevercant


Youll have to
Jargon
Thats not my job
I dont know
Why?
Too much info
16
5 STEPS TO REINVENTING YOUR CUSTOMER SERVICE
DEPARTMENT 1) to your customers. a.
b. c. d.
Listen
in person
through staff
mystery shopper
in-depth surveys
17
Analyze

• 2) what you hear.
• a. Define priorities
• Current level of overall satisfaction and
  loyalty?
• What services are most important?
• What are our service strengths?
• In what areas do we need improvement?
• What are key customer problems or complaints?
• Which problems do the most damage?
• Are there trends developing in customer
  satisfaction
• OR dissatisfaction?
• Are improvement efforts working? Why? Why not?

b. Recognize target areas for improvement
and/or innovation.
18
plan
3) Develop a . a. Identify owners of
each issue or area targeted for
improvement. b. For each area, the owners
assess their own and/or the organizations
readiness to take action. 1. Do we understand
what the customer wants? 2. Do we have a plan
to address it? 3. Does our plan to address it
match what the customer really
wants? c. Using the results of steps a and b,
decide on an action plan, including next steps.
19
Implement
4) the plan. This may involve the
following a. Rethink processes and
procedures. b. Introduce new services or
products. c. Adjust policies. d. Schedule
additional training. e. Improve communication.
20
Listen
5) again.
21

• IS THERE A HUMAN IN THE HOUSE?
• Dont make the mistake of abusing
• .

technology
22
2) Prime areas of potential technology abuse
are a. b. c.
d.
ACD systems
Voice mail
Email
Menus
23
3) In what areas might your organization
be abusing technology?
24
GETTING TO THE BOTTOM LINE WHAT IS THE COST
OF POOR SERVICE
?
25
20 WAYS TO IMPROVE LISTENING ABILITIES 1.
Resist , stay . 2.
Develop skills. 3. Judge ,
not . 4. Learn to listen . 5.
Listen for . 6. Determine whether the
person is expressing or .
distractions
alert
note-taking
content
delivery
actively
ideas
facts
feelings
26
feelings
7. Respond to their , before
responding with facts. 8. Listen for
ideas, not to people. a. b.
c. 9. Listen at least as much as
you speak. 10. Avoid .
frustration
distrust
lack of confidence
twice
defensiveness
27
evaluation

• 11. Delay .
• Dont .
• 13. Keep from except to draw out the
• other persons thoughts.
• 14. Keep an .
• 15. Use questions.
• 16. Avoid thoughts.

interrupt
speaking
open mind
open-ended
egocentric
28
non-verbal

• Notice
  clues.
• 18. , so that they know you are
  there.
• 19. When responding, use short responses when
  the speaker is
• saying something
• to them.
• 20. what theyve said.

Respond
important
Summarize
29
30 WAYS TO NURTURE YOUR CUSTOMER
RELATIONSHIPS 1) Give them your
attention. 2) Dont play the
game. 3) Be a being. 4) Dont treat
them like an . 5) Make sure customers
are they came to you. 6) Dont ever
talk over .
full
blame
human
interruption
glad
their heads
30

• 7) It would be difficult to thank you.
• a. thank you for
• b. thank you for
• c. thank you for
• d. thank you for

overuse
your business
your patience
the suggestion
the information
31
making my job pleasant

• thank you for
• thank you for
• thank you for
• A thank you will make a lasting impression.
• Call to give them notice
• of a new product/service they may be interested
  in.

your cooperation
your understanding
handwritten
advance
32
personality

• 10) Learn about styles and use
• what you learn to better interact with
  customers.
• 11) Avoid .
• 12) Be about your
• organization and its offerings.
• 13) Watch your .
• Under and over .
• Be about your organization.

mediocrity
knowledgeable
language
promise
deliver
positive
33
empathetically

• Listen actively and .
• when appropriate.
• Be , even if it hurts.
• Go the extra .
• Be glad to accept criticism.
• Respond in a manner.

Apologize
honest
mile
constructive
timely
34
Follow up

• 22) when
  appropriate.
• 23) Find .
• 24) Take
• for satisfying your customer.
• 25) Be sure your tone of voice is .
• Dont make of your customers.
• Always make for your customers.

options
responsibility
enthusiastic
demands
time
35
special

• Find ways to make your customer feel .
• Understand whats to them.
• Avoid using your organizations .
• Always remember that customers never

important
jargon
stacks
OCLC
ref desk
ill
circ
forget !
36
In what ways do YOU nurture your relationships?
37
NAVIGATING THROUGH ROUGH WATERS
HOW TO HANDLE THE STORM OF AN UPSET
CUSTOMER 1) Let the customer they want to
be acknowledged. a. use
clues b.
maintain 2) Dont open the
door a. dont allow your thoughts to turn
negative. b. be aware of YOUR clues. c.
ask yourself what does this customer need and
how can I help?
vent
verbal / non-verbal
eye contact
negativity
38
emotions
3) Eliminate your a. express
empathy. b. dont take it personally. c.
focus on what you like about the
customer 4) the
problem. a. dont pass the customer around.
O W N
39
problem solving
5) Begin a. Ask questions to
clarify. b. Listen carefully. c. Dont
jump to conclusions. d. Paraphrase the
problem. 6) Say what you do
C A N
40
options
7) Give if at all possible. 8)
Resolve it 9) 10) Send a
if appropriate. 11) whatever
caused the problem.
quickly
Follow up
note
FIX
41
BE AWARE OF THE LEAK IN YOUR OWN
BOAT SYMPTOMS THAT YOU NEED TO
REGROUP 1) 2) 3)
4) 5) 6) 7)
raising your voice
undeserved anger
tight neck shoulders
losing interest in your job
health problems
not putting forth effort
dread customer contact
42
OTHER STRESS FACTORS IN THE CUSTOMER SERVICE
ENVIRONMENT 1) 2)
3) 4)
not feeling appreciated
your life is out of balance
interactions with co-workers
lack of organizational skills
43
LIFE JACKETS ALONG THE WAY
1) Dont take it 2) Dont take it
personally
H O M E
44
stress
3) Make reducing a priority. a.
b. c. 4) Have a system
and 5) the
exercise
hobby
relaxation
support
release valve
Accentuate
positive
45
ITS MY CHOICE!
What is the first thing I will do differently as
a result of what Ive learned today?
By when?
Who can hold me accountable?
46
Thanks for being here have a great
evening! Presented by Linda Bruno 877-216-5781