source 4 customer delight (mansfield)

7/28/2019 Source 4 Customer Delight (Mansfield)

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delight

THE CUSTOMER

Brilliant customer care to E

DELEGATE PACK


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CONTENTS

1.What is a Customer?2.Customer Priorities

3.Personal Experiences

4.Defining Customer Service

5.Case Study 1-5

6.Communication

7.Attitude, Energy & Appearance

8.Getting Vocal

9.Listening Skills

10.Questioning Skills and Styles11.Handling Complaints

12.Empathy / Sympathy

13.Customer Behaviour, The Word Sorry

14.The Angry Customer Dos and Donts

15.Preparing for That Customer


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what is a customer?There are two key definitions of a customer

A person who buys something from us.This is known as the external customer.

An external customer is someone outside of your organisation whocurrently buys or may potentially buy from you in future.

A person with whom we have dealings.This is known as the internal customer.

Everyone has a customer and everyone is a customer.

Consider this:Great internal relations promote great external relations.

The quality of service that reaches the external customer begins withthe quality of service that the internal customer provides.

Would you agree?

who are our customers?TMG Members Internal Colleagues

Members of the Public Colleagues

Other Breakdown Organisations Client Colleagues

Other Agents External Clients i.e. FMG Support

Highways Agency / Police Broker Clients

Members Anyone with whom we have a dealing

key prioritiesDeliver a consistent service to everyone all of the time

Maintain profitability

Delight the Customer

Work as a Team

Have Fun !!!


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customer prioritiesAccording to the Customer Service Institute, what do you

think is most important to a customer or consumer?

Number 1

Number 2

Number 3

Number 4

Number 5

Your answer:

Your answer:

Your answer:

Your answer:

Your answer:

Are you surprised by the actual answers?

Overall quality of service

Helpfulness of staff

Being treated as a valued customer

Handling of complaints

Price


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personal experiencesCan you think of any examples of where you feel havereceived both EXCELLENT and POOR levels of customer

service.

Write down your experiences in the boxes below.EXCELLENT

POOR

How did each experience make you feel?

Did one outweigh the other?If so, why do you think that is?

What do you think about the service received?

Is there anything else they could do to make the service anybetter?

Did you find it easy to remember?

What do you think about the service received?

What could have been done differently?

Where do you think it went wrong?

How easy would it have been to transform the experience from anegative to a positive?

Which did you find easier to remember?


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defining customer serviceCustomer Service is not as simple as GOOD or BAD.

Depending on our initial expectations it can be GOOD, BAD oreven just ACCEPTABLE.

What components do you think can build up GOOD, BAD or

ACCEPTABLE customer service?Discuss in the boxes below:

BAD CustomerService:

Rudeness

Not taking ownership

Jobsworth

Unwilling to help

OK Customer Service:

Doing what is asked

Nothing more / Nothing

less

EXCELLENT CustomerService:

Exceeding expectations

Taking ownershipListening

Delighting the Customer

Results inUnhappy / Fewer

____________

customers

Results inSatisfied

____________

customers

Results inDelighted / More

____________customers

By Delighting our Customers:

It can make our job easier

We will have better staff moraleWe will have more job satisfaction


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call salutationWhen answering an external call, please use the following call

salutation:

Good Morning /Afternoon / Evening

The Mansfield Group(Name) SpeakingHow can I help?

When answering an internal call please remember to use yourname.


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case study 1/5Call Transcript:Advisor: Good morning The Mansfield Group, Jane speaking how can I help?

Customer: (Annoyed) I called over an hour ago and spoke to someone calledSimon. He was sending someone out to look at my car when the phoneline went dead. I called back and he said someone was on their way. I

have been waiting for over 40 minutes now. I just need to know how muchlonger Ill have to wait.

Advisor: (Bored) Whats your registration?

Customer: Ah right, it is G515RRN

Advisor: Hold on. (tapping on keyboard) That registration isnt on my list.

Customer: Sorry? It is, I called at 10 this morning, he said someone was on theway.

Advisor: Ill try again. 2 seconds please. No, nothing. Whats your name?Customer: My name? its Mrs Margaret Bowen.

Advisor: Ok Margaret, where is the car?

Customer: Its at home, 2 Booth Street, Congleton.

Advisor: Bear with me please. (Pause) Ok Mrs Bowen whats the problem?

Customer: Well as I said, I called this morning to get a mechanic. I was speakingto someone called Simon but the call was cut off. Ive been waiting a long

time now and just want to know how much longer Ill have to wait.Advisor: Well, I cant help you with that because I dont have your details onmy screen. Did you get a name of someone you were speaking to?

Customer:Yes, as I said it was Simon.

Advisor: I dont know anyone called Simon! Are you sure you called TheMansfield Group?

Customer: Im positive. Yes.

Advisor: Well all I can do is try transfer you to another office but they are reallybusy at the moment, so youll have to wait in the queue.

Customer: Ive been waiting already and need to go out! Is there no other way offinding out whats happening?

Advisor: Im sorry no, I can give you the other office number but youll have tocall back when its quieter.

Customer: Im not happy about this!

Advisor: Nothing I can do Im afraid, is there anything else I can help you with?

Customer: Well you havent really helped me with this.

Advisor: Okay thanks for calling The Mansfield Group. Goodbye.


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case study 2/5Letter #1

The Customer Services ManagerThe Mansfield GroupUnit 19a Queensway Industrial ParkStoke-on-Trent

2 Booth Street

Congleton

20th October 2009

Dear Sir / Madam

Registration G515RRN

I was appalled by the standard of service I received today after I called yourselvesfor assistance, and felt compelled to write to you.

The young lady I spoke to was the most arrogant, rude, obnoxious person I haveever spoken to in my life! I called to request a mechanic to attend my vehicle athome, and instead I wasted almost 2 hours of my time and indeed money for thecall.

At the end of the day, I have had to pay another breakdown organisation to repairmy car and have received no apology for the great inconvenience caused.

I trust now that you have received this letter, that the matter will be resolved andI will be given priority assistance should the need arise for me to use yourservices in the future.

I look forward to hearing form you.

Yours Faithfully

Margaret Bowen


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The Customer Services ManagerThe Mansfield Group

Unit 19a Queensway Industrial ParkStoke-on-Trent

2 Booth StreetCongleton

20th November 2009

Dear Sir / Madam

Registration G515RRN

It has been four weeks since my initial complaint to you regarding the service Ireceived on 20th October, and I have received no communication from you oryour organisation whatsoever.

If this is how you manage your staff then I am not surprised at the treatment thatloyal customers get form your colleagues.

To say that your website states you are one of the largest rescue and recoveryoperators in the UK is a joke if you cannot even send out a mechanic toCongleton.

Im afraid I have no alternative than to write to your Managing Director.

Yours Faithfully

Margaret Bowen


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2 Booth StreetCongleton

The Customer Services ManagerThe Mansfield Group

Unit 19a Queensway Industrial ParkStoke-on-Trent

21st November 2009

Dear Mrs BowenRegistration G515RRN

I was extremely disturbed to receive your compliant and would like to reassureyou that The Mansfield Group takes the utmost care of all our customers and treatevery complaint seriously.

To ensure I can gather all the facts, please allow me 21 days to investigate thematter thoroughly.

I will be in contact with you again soon.

Regards

Customer Services Manager


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case study 5/5MARS File Note

This is a file note that has been left on the computer by the Customer ServicesManager.

Discuss in your groups the following:

What has happened?

Was it handled good or badly?

Was there anything you could have done to make the situationbetter?

If so, what would you have done at each step of the way?

What would you have done to Delight the Customer?

case study activity


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communicationWhen communication in a face-to-face situation, we receiveinformation in three different ways. We look at a persons:

Body Language

WordsTone

On the first Pie Chart, can you mark down what percentage ofeach we may use.

BodyLanguage

Body

Language

Words Tone

Words Tone

the second Pie Chart, can you mark down the actual percentage

60%

32%8%


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communicationWhen communication over the phone we lose over half of our

usual ways of sending and receiving messages.This is because we cannot see the person we are talking to.

Do you think we still need to consider Body Language?

Words

Tone70%

30%


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ttitude, energy & appearancIt takes approximately 30 seconds to get a first impression of

somebody and as the saying goes FIRST IMPRESSIONSLAST !!!

In order to make a great first impression and delight your

customers there are three factors to consider Attitude,Energy and Appearance.

How can you adapt these three factors to ensure you make agreat first impression?ATTITUDE

Adopt a positive/ can do attitudeBe happy to help your Internal and External customers

ENERGY

Express energy in your voiceExpress energy in your actions

Most importantly Be Yourself !!!

APPEARANCE

Down to each preferenceSome people prefer smart, others prefer casual

Some people prefer a mixture like me

phone mannerHow should you sound when on the phone?Friendly, informed, clear, polite, confident, happy, energetic,

positive,

- Carry out the Call Coaching Exercise -


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getting vocalThere are certain factors that can affect how you sound.

Look at the following headings and discuss what and howthey can be affected while on the phone.

TONE Tone can sound sarcastic, genuine, angry, boredVoice quality can affect the interest of the customer can make them feel

happy or worsen their moodPersonalities are infectious

CLARITYEating and drinking while on the phone

Illness

Hearing impairment

EMPHASIS

PITCHHow high or low is your voice?

How could you be perceived if your voice was too high / low?What would the customer think?

PACEThe speed of what you say

On average a person speaks 140wpm

What could a customer think if you spoke too fast / slow?

ENERGY

What would a customer think if we had too much energy?What would a customer think if we had too little energy?

- Carry out the Celebrity Sqwarkers Exercise -

Emphasising certain words or phrases can affect a conversation i.e. how yousay something.

He said


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listening skillsACTIVE LISTENING

An individual has on average between 12,000 to 55,000thoughts per day. To ensure full attention to a speaker is

engaged, the following stages of active listening should be

demonstrated.

HEARING ATTENTION UNDERSTANDING

What is the difference between the three?HEARING

ATTENTION

UNDERSTANDING

Does not require a huge amount of effort.

Factors that can affect can include background noise, softly spoken customer.

We can hear lots of things but dont always listen.

We have to give undivided attention.

This can be difficult when dealing with familiar situations that are second natureas we learn to block them out.

Attention requires concentration and effort, we must pick up on everything thatis said to us.

- Carry out the I Went to the Shop Exercise -

In order to understand what we hear, we must analyse and think about whathas been said to us and how it is being said.


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listening skills

d

O

L

I

S

t

e

n

Try remember this acronym to help when listening tocustomer.

Do you agree with what is being said?

Could the acronym represent something else?Dont Interrupt

Let the customer talk and limit your own talking until its time to doso.

You cant talk and listen at the same time.Open Minded

The customer may say things that you disagree with.

Dont let your feelings distract from what is being said

Look Interested

The caller may not be able to see you, but they will hear the interestin your voice and respond to you

Invite Responses

Asking questions to clarify is an acceptable interruption.

Gaining additional information can help guide the conversation.

Signs

Verbal nods will encourage the caller to keep talking and show thatyou re listening. Use nods such yes okay, I see etc.

Test Understanding

Always check the accuracy of your listening.

Repeat and spell any important details.

Evaluate

The customers tone to detect any meanings that may be hidden inthe call i.e. if the customer sounds angry, sarcastic.

Name / Notes

Use the customers name during the call to show you are listening.

Make notes on what has been said to clarify the situation.


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questioning skillsEffective questioning can

Clarify a situationDefine a problem and its causes

Give you all the facts

Help you understand the callers needsMake the caller believe something will happen

Allow you to answer the enquiry satisfactorily and speedily

Do not allow a YES or a NO answer

Open questions usually begin with:

WHO, WHAT , WHY, WHERE, WHEN, HOW

They open people up and gain information and feelings.

How did you hear about Britannia Rescue?

Where are you broken down?

OPEN

CLOSED

Can be answered with a one word response usually YES orNO

They tell you very little about a person or situation.

They are often necessary.Closed questions usually begin with

Can you. Have you. Will you. Is this. Doyou.

ALTERNATIVE

HYPO-THETICAL

Propose a number of feasible solutions and courses of actionsdetermined through discussions.

They fall in line with FSA requirements.

Which of these solutions do you agree

with?

Which course of action should wefollow?

Test possible reactions to specific situations.

If you were broken down at home anddidnt have a house call service, what

would you do?


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questioning stylesImagine the following scenario

You received a call yesterday from Britannia Rescue asking you toattend an accident on the motorway. When you arrived their was no

car at the location you were given, you call Britannia Rescue who giveyou a different junction number, you proceed to the junction to findno car, you called Britannia and they advised the call was cancelled.

You submit an invoice for which payment is then declined:

You / Customer: Hello, I was sent out for an accidentyesterday which I no traced, now the invoice has been

declined .

Below are a series of responses from the Network Department.Can you decide from the options available, what kind of response it is.

OPEN QUESTION. CLOSED QUESTION.DEFENSIVE STATEMENT. HELPFUL STATEMENT. IRRELEVANT

STATEMENT.

Have you got a job number?

Did you call us to confirm the location?

Please can you tell me the job details?

Im sorry I wasnt working that day?

Controllers are always getting things wrong?

I am sorry, would you like me to re open the job?

Are you sure the job was from us?

Did you call us to no trace?

Would you like to resend the invoice?

Im sorry how can I help?

Closed

Defensive / Closed

Open

Irrelevant

Irrelevant

Closed / Helpful

Closed / Defensive

Closed / Defensive

Closed / Helpful

Helpful / Open


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handling complaintsDid you know in 2007, 18.2 million customers were lost down to poor

service?20% of complaints are linked to people and their behaviour.

Other factors include incorrect actions, misinformation, and not carrying

out a customer request add up to over 60%.

All customer complaints whether received by phone, letter or personalvisit must be recorded. Staff must deal with these complaints promptly

and courteously.

A complaint that is settled quickly can actually create more customerloyalty than would have been created if it had occurred. On the other

hand a complaint which is badly handled can cost much more than justone customer.

A Complaint is:

Any oral or written expression ofdissatisfaction,justified or not, which alleges that the

complainant has suffered(or may suffer) financial loss, material

distress or material inconvenience.

A complaint can be made by or on behalfof any Member or customer, or

prospective Member or customer, aboutsomething to do with their policy or

with us


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Customers complain because:

They have been promised more than can be deliveredThe quality of the product or service is unacceptable

The customer has a perception that they are not cared about / listenedto

When people complain:

They can be personal, rude and unpleasantYou cant choose when to handle a complaint you cant tell people tocall back when its more convenient

The more a complaint has to be repeated, the worse it can become

Complaints can be positive:

The average business does not hear from 96% of its unhappycustomersPeople dont think that complaining is worth the time and effortCustomers often dont know how or where to complaint to

They often think that anything will happen as a result of their complainMany people feel embarrassed or uncomfortable about complainingIt can be less stressful to say nothing and never go back

On average, how many people do you think a person will tell ifthey have received bad customer service?

handling complaints

People

As much as we might think otherwise our service cannotbe perfect.

There will always be room for improvement.

Complaints are important because if people dontcomplain well never know if anything is wrong

10


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handling complaintsWhen a customer with a complaint contacts us, they expect their query t

be resolved. A customer with a grievance feel that they have alegitimate objection, and will display a negative emotion until this ha

been resolved.

Complaints from customers fall into one of the followingcategories:

Not received what they have been promised

Does not believe they will receive what has been promised

Negativity around your company, service or staff member

A misunderstanding

An irritated customer displaying emotion

Negative customer forced to use your services

things to considerA complaint is not a rejection of you as a person.

If a complaint is your fault or does involve you,then use it as a learning exercise.

If you are at fault, thenaccepting the blame willgo a long way to appease

the customer and thesituation. At the end ofthe day you are human

and mistakes can and will

happen.

When you do manage toresolve a complaint or

problem, this can have apositive effect on both youand the customer. Complaintresolution plays a huge part

of customer service.


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empathy / sympathyOffering empathy is a vital part of any role in Customer

Services.

Appreciating someones feelings

Understanding someones opinions

Is there a difference between sympathy and empathy?

Yes

Sympathy is when you agree with someones feelings or opinions

Is a customer said to you:

Your company really doesnt care about its customers

How could you respond to that statement by giving both asympathetic answer and an empathetic answer?

Sympathetic:

Youre right, we dont care about customers

Empathetic:

I can see why you think that way

Sympathising can allow our personal opinions to get involved andstray away from actually helping the customer.

By showing empathy, it doesnt necessarily mean that you agree withthe customer, but it does mean that you understand their situation

and where they are coming from.

What is empathy?

- Carry out the Empathy/Sympathy Exercise -


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customer behaviourWhen dealing with any customer, you should consider factors that

may be affecting their behaviour. Choosing the correct way ofapproaching these situations can greatly increase the chance of apositive outcome, and ultimately make your job more satisfying.

Consider the 4 behaviours below, and think about why thecustomer may be acting in this manner.

SHOUTING

Are they wanting the Controllers full attention?

Are they trying to intimidate the Controller?

Do they think the Controller cant hear them?

OVER TALKATIVE

Is the customer afraid of forgetting something they feel they must tell theController?

Is the customer going off on a tangent

Does the customer not communicate with many people and enjoying thechat?

RUDE

Is the customer definitely being rude or are they just direct and to the point? Is the customer being rude to the Controller directly or as a representative of

The Mansfield Group?

ABUSIVE

Is it likely that the customer may use foul language as part of their dailyvocabulary

Is the customer seriously abusive or resorting to this behaviour inexasperation?

No-one has to accept being spoken to or treated with abuseWe are all in control of our own behaviour and are able to choose theway that we respond to different situations. It is vital that we consider

the impact of our reaction to the customer.

REMEMBER: A negative reaction will always make thesituation worse!!!


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the customerANGRY

DON'TSDebate the facts

An angry customer may not think factually

There will be time to confirm the facts when you have fixed the

customer

X

Jump to conclusions

You may reach the right conclusion but stop the customer fromexpressing or venting their anger

You may get it wrong and lose your credibility

X

Ask the Why question

Why did you wait so long?

They simply blame and make the customer defensiveX

Use sarcasm or humourIt can insult the customer and is inappropriate in this instance

Humour can backfire and make the situation worseX

Look for sympathy

Telling the customer you are overworked, understaffed or feeling

unwell may gain sympathy but not satisfaction

X

Bad mouth / Pass the buck

Create a positive image of the company as a whole blaminganother area may take the pressure off you but still makes thecompany look unprofessional.

The buck must stop with you !!!

X


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the customerANGRY

DO'SListen and show empathy

To allow the customer to ventilate their emotions

To allow you to show that you are genuinely interested and prepareto deal with the problem

Agree with the customer

Find something that you have told to agree with without acceptingor allocating blame

Remain calm and respectful

The customer is not angry with you personally dont retaliateback

Be positive and treat as a challenge

Acknowledge the anger

The anger will not go I away if you ignore it

Accepting and acknowledging the anger makes it easier to handle

Apologise

Customer expect an apology

Hearing the words Im sorry can quickly diffuse angerThe trick is to apologise with accepting the blame

the word "sorry"Saying sorry to a customer does not imply that you or yourcompany did anything wrong, it can simply mean that you are

genuinely sorry that the customer had a bad experience.It is not an admission of guilt, just be careful not to overuse the

word


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in conclusionDo you now feel confident regarding the following:

Recognising what a customer is and their importance?

Understanding the importance of both INTERNAL and EXTERNALcustomers and how they are related?

Defining what EXCELLENT Customer Service is?

Understanding the importance communication?

The importance of adopting the right Attitude, Energy and Appearance

Your Phone Manner and how you come across on the phone?

The difference between Hearing, Listening and Understanding?

Adapting your Questioning Technique to each situation?

Understanding the reasons why people COMPLAIN

The Dos and Donts of Compliant Handling?

What to do if you encounter an ANGRY customer

The 6 stage process in preparing for that customer?

Remember: The next time the phone rings, think of it as an opportunity

to solve a problem, deal with a query and help someone.

Good Luck with all future customers, and with your career at

he Mansfield Group. From now on your positive approach will ensure thaall

of your customers will be their enquiries resolved, be satisfied andultimately

DELIGHTED.


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source 4 customer delight (mansfield)

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