providing effective front-line customer service...workshop objectives examine the importance of...
TRANSCRIPT
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Providing Effective
Front-line Customer
Service
NEWWA
Pam Kristan
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Workshop Objectives
Examine the importance of providing
effective customer service -- benefits and
risks
Learn customer service delivery skills
Develop a personalized tool box of
customer service strategies to apply at
your utility
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Workshop Agenda
Introductions and overview
What is customer service? Why is it
important? How to add value
Customer Service Delivery Skills:
Communicating
Managing conflict
Solving problems
Applying your skills
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Introductions
Your name, where you work, what you do
How do you interact with customers?
An example of a customer service
interaction you find challenging
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Customer Service
Who are our customers?
What do they want?
How do they want it?
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Your great customer service
encounter
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Customer service is important
because …?
Benefits of providing good service
Risks of not providing good service
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Continuum of Customer ServiceHow do our customers perceive value?
Unanticipated
Desired
Expected
Basic
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Communicating
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What do you see?
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What do you mean?
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The Power of Assumptions
Assumptions
are human nature
reflect our values, beliefs and experiences;
they support our need to be right
provide clues about others
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What are your underlying
assumptions?
Is that resident here again?
What have you done with that permit?
When are you going to make that phone call?
Do I have to complete two copies of the form?
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Ladder of Inference
Actions
Beliefs
Conclusions
Meanings
Assumptions
Selected Data
Observable Data
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Listening and Speaking
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Guidelines for Effective Listening
Be ready to listen to the entire message
Maintain eye contact; use a warm, calm
tone of voice
Take notes; ask questions; paraphrase;
clarify; recognize biases and inferences,
but don’t react to them
Respond professionally
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Guidelines for Effective Speaking
Set the context; give facts
State the conclusions as you see them
Give examples to support the facts and the conclusions
Check for understanding
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Communication Modes
Telephone, voice mail
Cell phone, radio,
pager
Printed matter
Handwritten notes
Face-to-face: informal
visits, scheduled
meetings
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Managing conflict
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Sources of Conflict
Competition
Differences in
rolesinformationmethodsvalues and beliefsbasic personality
Poor communication skills
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Thomas Kilman Conflict
Mode Assessment
What is your response to conflict?
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De-fuse anger
Apologize. Acknowledge the customer’s
feelings. Assure them that you care about
their concern. Thank them for bringing the
matter to your attention.
State the steps to be taken calmly and
clearly. Refer to policies, procedures,
regulations. Enlist management support
when necessary. continued
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Move towards resolution
Enlist the customer’s help in resolution.
Follow through to ensure the matter is
resolved; follow up with the customer.
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Solving problems
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Problem Solving Model
Identify the problem
Generate alternative solutions (include
ideas from stakeholders)
Select the best solution; develop a plan to
implement it
Monitor implementation; revise as needed
Evaluate success
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Collaborative Problem Solving in a
Customer Service Situation
Greet the customer and listen to their
concern
Restate their concern in your own words;
ask the right questions
Accept responsibility where appropriate
Identify possible solutions; enlist their help
in resolving the concerncontinued
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Customer Service Problem-Solving
continued…
Restate the proposed resolution; check for
understanding
Close the conversation on a positive note
Follow through to assure resolution is
achieved; follow up as necessary
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Tool Box of Strategies
What’s in your tool box?
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Communicating for positive resultsStrategies
Be aware of assumptions – yours and
theirs
Acknowledge differences – in what we
see, what we say, and how we say it
Listen to your internal dialogue
Practice good listening and speaking skills
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Managing conflictStrategies
Be aware of different styles of dealing with
conflict
Practice conflict resolution skills
Ask for support and help
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Collaborative problem solvingStrategies
Respond to the problem rather than the
symptoms
Acknowledge the customer’s needs
Collaborate with the customer
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Organizational SupportStrategies
Formal policies and procedures
Informal interactions
Gain support all the way up the line
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Applying
Customer Service Delivery Skills
at your Utility
Action Plan
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Wrap up
Review your Good Ideas. Pick one to
share with the group.
Take and score the self-test
Complete the evaluation form
Initial the sign-in sheet
Collect CEU certificate