Are You Being Served?

A Customer Service Workshop

St. Benedict’s Church

November 30, 1998

Today’s Agenda Learn how to incorporate customer

service skills in day to day activities.

Why it’s important for parishioners to have a good “experience” with the staff.

Topics of Discussion Customer Service Exercise

What is customer service?

How does team work affect quality customer service?

Conclusion/Questions

Customer Service Exercise Write down one bad experience

you had with customer service.

Write down one good experience you had with customer service.

Bad Customer Service

Jot down one experience you had where you received poor customer service:

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Good Customer Service

Jot down one experience you had with good customer service:

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Customer Service ExerciseList ways in which St. Benedict’s may

be expressing attitudes of indifference:

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Customer Service Exercise Which is easier to remember, the

good or bad experiences?

How would you change the bad experience to make it a good one?

What is Customer Service? Types of customers:

Parishioners General Public Other Staff

Types of Contact Telephone Contact Face to Face Contact

Handling Complaints by Telephone

Prepare Yourself Check your body posture Grab some paper and a pen Commit to the “adult” behavior state

Listen Rationally Hear all they have to say without interrupting Provide oral feedback to let the caller know

that you are “there” Record the key points as they talk

Establish Rapport Use the other person’s name State your purpose, which is to solve the

problem Indicate that you are taking notes Ask questions to gain further clarification

Create the Solution Ask what the caller would like done Speak in positives Sell the solution

Confirm and Close Review the agreements you have

reached Use terms that express mutuality Be explicit about next steps

Follow Through

Personal Attitudinal Quality Over 50% of attitudinal quality is

conveyed in your voice tone.

The way you feel about yourself comes across clearly over the phone.

Your concern for the other party comes across clearly over the phone.

Your attitude has a tremendous effect on their attitude.

Exercise #1

Identify components of customer

service in your area of responsibility

that need improvement:

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Exercise #2

List some actions you can take or

influence that will cause

improvement:

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What do Customers Want?

Competent courteous staff Treated with respect Guidance from their perspective To feel good To have their problems solved Feel special Have their expectations met To do most of the talking

Good Problem Solving Skills Express respect (what you are telling

me is important). Listen to understand (tell me what

happened). Uncover the expectations (determine

what they feel needs to be done). Outline the solution or alternatives (I

will do the following). Take action and follow through. Check back for satisfaction.

Open QuestionsThese are questions that cannot be

answered with a “yes” or “no”. Open questions cause the parishioner to elaborate. These type of questions begin with: why, which, how, when, what and who. Other forms of open questions aren’t questions at all, but directives that guide the parishioner into providing you with viable information. Examples: tell me more, please elaborate, that’s interesting, then what happened.

Closed QuestionsClosed questions can be answered “yes” or

“no”. These type of questions are used to gain confirmation or to direct. They start with could, would, can, do, might, and, is.

Examples: confirming - “As I understand it, Mr. Williams,you have relatives that are non-Catholic, is this correct?”

Directing - “Can you make the decision by the end of the week?”

How Does Team Work Affect Quality Customer Service?

What can you do as a team to promote quality customer service?

What can you do as a team member to promote quality customer service?

Characteristics of High Performing Teams

Enthusiasm - Passion/Intensity

Support Each Other

Respect for All

Communication - Open

Feeling of Making a Contribution

Resolve Conflict Openly

Open Minded

High (Positive) Energy Levels

Can-Do Attitude

Quality Commitment

Common Goal

Ethics Valued

Give/Take Criticism Constructively

Challenge the Process

Accept Change

Sense of Pride

Optimistic

Good Organization

My Contributions to the Team To what extent am I committed to the

goals of the team? If the commitment is low, why is that?

To what extent do I contribute to the team’s effort? What positive contributions do I make?

Do I get a sense of genuine acceptance by team members (including team leader) on this team? Was I accepted early on?

How does my acceptance by team members influence: My performance My confidence My relationships My motivation My attitude/morale My communications

Effective Team Members

Help out to get the job done Give positive energy to the team Run with the ball - make decisions

and move projects closer to completion

Take appropriate risks Ask for help during hectic

periods…and give it

Are trustworthy and help create a climate of trust

Are patient, enthusiastic, and respectful

Are fun to work with Look for ways to add value Flexible and innovative

Tips on Working Happy

Adopt an attitude of “mature playfulness” on and off the job.

See how many people you can make smile or laugh each day.

Share your mistakes and foibles with others so that they will “lighten up”.

Listen intently and comment on the humor of what you and others say - people say funny things!

Bring cartoons to work to share and display.

Catch people doing something good and comment on their behavior.

Smile!

You Don’t Have to Say ItYou don’t have to tell how you live each day

You don’t have to say if you worked or you played

A tried true barometer serves in its place

You don’t have to say it, it shows on your face

For the blood and the skin form a thin veil of lace

What you wear in your heart, you wear on your face

If your life is unselfish, if for others you live

Not for what you get, but for how much you give

If you are kind and patient, despite your hectic pace

You don’t have to say it, it shows on your face.

Thank You!