customer service. goal: to improve/resolve the issue at hand* *not necessarily to “fix” the...
TRANSCRIPT
Customer Service
Goal: To improve/resolve the issue at hand*
*Not necessarily to “fix” the person
What is the Goal of Customer Service?
What IS good customer service?
Good Customer Service: Is active—NOT PASSIVE
YOU take the initiative to resolve the situation Acknowledges errors Is future oriented—does not dwell on the past.
(Switches conversation towards what we can do NOW)
Politely informs the person when he or she has made a mistake AND how we can resolve the situation
Creates an opportunity to turn a negative situation into a positive experience
What IS good customer service?
Don’t take what the person says or does personally
Most of the time, it’s not you they are upset with Don’t take the problem personally
It’s not your fault most of the time. And if it is, own up to it. People make mistakes it’s okay!
The person should never berate you, if this is happening refer them on to professional staff
How many people should be working with a customer at one time?
Important Things to Consider:
1. Recognize when customer service might be necessary
2. Respond3. Introduction4. Make sure you fully understand the
problem5. Evaluate the problem and develop a
response plan6. Do what you say you will do7. Follow up with the individual
The Response Process
Why is the person acting the way they are?
What might draw your attention to the person/people?
How do people act when they have a concern or a problem?
1. Recognize When Customer Service Might Be Necessary
The HARDEST partIt is so much easier to walk away, or refer
them to someone else
Show empathy and understanding to the situation and have confidence in your ability to help
2. Respond
Be friendly
Introduce yourself (“Hi my name is..”) and let the person know your position
Acknowledge the Problem
“How can I help you?”
3. Introduction
Let the person explain and once you think you understand, find an appropriate time to break in (if venting/rambling is occurring)
Take the time to explain the problem back—BE SURE THAT IT IS CORRECT.
4. Make Sure You Fully Understand the Problem
Let the person know EXACTLY what you can and cannot do in the given situation
If you can do something, tell the person what you will do, how long it will take, and how you will keep them informed
If you CANNOT do something and/or the person is not satisfied with response, refer them to a professional staff member
5. Evaluate the Problem and Develop a Response Plan
Referring:1st. Evaluate
Do you have the knowledge and/or tools to resolve the problem?
2nd. Think of professional staff members who can most effectively help them
Based on their knowledgeProximity (might be closer, saves time)Resources they have available
3rd. Make a clean “hand-off”
5. Evaluate the Problem and Develop a Response Plan
The most critical step and one of the most overlooked
Example: If you say you are going to find them a resource (number, name of building, etc.)—DO IT!
6. Do What You Say You Will Do
When you see the person later on in the program, ask them how everything is going
Did everything get taken care of?Is any follow up necessary?How is orientation so far?
7. Follow Up With the Individual
SCENARIOS!!