Customer Service Workshop

(or How To Live Happily Ever After, Even With The Most

Difficult of Customer Issues)

Dr. Angela YoungManagement Department

College of Business and Economics

Great Customer Service?

You get what you want You have no problems in the process,

service or product Your problems are resolved quickly You feel people care about your problem or

issue You feel like people listen to you You feel like people understand your issues,

concerns …

Great Customer Service

Represents the organization

Is often inaccurately perceived as:◦ Having the power the solve a problem◦ Holding accountability for a solution◦ Unhelpful unless a problem is resolved

Deals with a great deal of stress

Is often frustrated by situations that are out of his or her control

The Customer Service Provider

Organizational policies and divisions of responsibility that may limit what you can do

A Customer’s ◦ personality◦ Past experiences with the organization◦ social skills◦ Mood

Lack of access to information that could allow problem resolution

Barriers To Serving Customers

Ways to store, track, and access needed information, particularly about reoccurring problems

Department or group agreement on defining and handling customer issues 1

Developing a support system for customer service providers to manage stress and personal impact

Implementing specific communication strategies that may help you to deal with difficult customer issues

Controlling What We Can…

Recognize your sparking events…stay aware and think about 2

◦ How you feel◦ Physical changes◦ Emotional changes

Find response thoughts and behaviors to your sparking events…everyone is different 2

◦ Relaxation techniques such as breathing exercises◦ Positive thoughts ◦ Remind yourself of your goal◦ Any other reasonable thought, activity, and prompt,

that helps you

When It Is Just Too Much…

Do:◦ Greet the customer enthusiastically◦ Show willingness to help ◦ Show concern for the person◦ Use positive language◦ Focus on the solution, information, or answer

Don’t◦ Recite history of a policy or other customers’ issues◦ Explain policies (beyond clarifying requirements)◦ Point blame toward the customer or other areas of the

organization (even if it IS someone’s fault)◦ Expect to make everyone happy◦ Take frustrated customer behavior personally

Making it better (or worse)…

Indirect or factual statements are less emotionally charged

E.g. This copy of your transcript indicates that you still need a course in this area vs. You didn’t take this course!

E.g., The system indicates that this form is needed vs. You didn’t turn in your form.

Positive reminders of your attitude may defuse frustration

E.g., We will figure this out. I can help you.

Repeat and clarify what you will do and what you need the customer to do.

The Power Of Positive Language 3

Nonverbal behavior can often be as powerful as verbal behavior in sending a message…maybe more powerful. 2

◦Body language, eye contact, and tone of voice all send a clear message.

◦Positive behavior may often attract positive reaction, negative behavior is likely to increase negative reactions

The Super-Power of Positive Language

But It Only Works If…

There is a sincere desire to help, regardless of how frustrated a customer appears to be.

Empathy for the person is important when implementing customer service strategies.◦ Trying to understand the other person’s feelings

Positive attitude is likely to increase success

Remember your goal!◦ Serve customer, reduce stress (yours and theirs)

But It Only Works If…

1. Begin with open-ended questions, then ask closed ended question

2. Demonstrate comprehension by repeating facts and summarizing main points

3. Distinguish facts v. feelings and improve understanding by asking questions

Steps to Customer Issues 4

4. Verify perceptions by asking questions about your perceptions of the speaker’s feelings

5. Apologize and Offer alternatives if possible

6. Agree on a choice and then reiterate agreement on choice or actions

7. Thank, follow through, and do something extra if possible

Steps to Customer Service 4

Role play with another person. Take turns being the frustrated customer.

Customer Service Role Play

Review the skill set from time to time

Support each other, give each other a break if you can

Develop a group consensus on how to resolve issues

Find what works for you by trying new ways to manage your stress such as self-talk, visualization, breathing, keeping a reminder note or motivation note near you, take a break, (no candy!).

Suggestions

Angela Young

323-343-2896 ST 704 ayoung3@calstatela.edu

See http://instructional1.calstatela.edu/ayoung3 for a copy of this presentation.

Contact Me!

Questions?

Thank you…

1) Service charters create staff buy-in and lead to better customer service. May 2010. Club Industry. Vol. 26, 5, p. 24.

2) Quinn, R.E., Faerman, S.R., Thompson, M.P., McGrath, M.R., & St. Clair, L.S. 4th Edition. Becoming a Master Manager. John Wiley & Sons, Inc.

3) Solomon, Micah. 5/3/2010. Driving customer loyalty with customer service. B to B. Vol. 95, 5, pp. 1-2.

4) Hot Under The Collar. 2001. American Media Incorporated.

References