training workshop on accounts management

Copyright Maxine Kamin Fantastic Service Every Time

Welcome to

Quality Service Every Time


WORKSHOP OBJECTIVES

1. To understand customer expectations;

2. To deliver quality customer service.


Listen

Communicate

Give directions

Demonstrate teamwork


Customer PerceptionsWhat customers want

compared with

What customers get=

Opinion of Quality Service


• Desired Service What you want is what you get

• Accepted Service What you get is what you’ll take

• Rejected Service What you have is a complaint

• Quality Service What you get is really great!

Service Levels


Five Expectation Categories•Reliability - deliver what is promised

•Responsiveness - do it promptly

•Assurance - know how to do it

•Empathy - do it with respect and understanding

•Tangibles - ensure that buildings, surroundings

and materials are attractive


Customer Service: Governing Forces

• Mastery– Job Skills

– Communication Skills

• Positive Attitude

• Healthy Procedures

• Shared Vision and Teamwork


Caring Is the Greatest Gift

In these days of fast companies, desktopoverload and ‘press 1’ for service, we are all looking for a little comfort — an act ofkindness to get us through the day. Caring is the greatest gift we can give someone.

It is immeasurable.


• If you have made an error, or the organization has made an error, apologize.

Handling Moments of Truth

Apologize


Quality Service Equation

Greeting the Customer +Determining Needs +Meeting Needs +Making the Moment Memorable +Checking Results +Leaving the Door Open +

= Quality Service


Listening

Although 50%-75% of our daily communication time is spent

listening, we listen at only a 25% efficiency

level.


What Gets in the Way?


Noise

• Filters/Values - The script: ‘You are different from me; therefore, you’re wrong.’

• Exhaustion - The script: ‘I’m tired. I need a break. I don’t want to talk to you.’

• Mind Clutter - The script: ‘Now, what are we having for dinner tonight … oh, what was that you just said?’


Noise• Lack of Interest - The script: ‘I’ve heard

this before … I think I’ll shuffle papers while he continues. ….’

• Tone of Voice - The script: ‘She doesn’t like me. She doesn’t think I know what I’m doing.’

• Evaluation/Jumping to Conclusions - The script: ‘I already know what you are going to say, so I’ll make the point for you.’


What Else Gets in the Way?

• Nonverbal

• Verbal

Negative Language


Positive Language: What Can You Do?

Negative‘You didn’t fill out the paperwork

properly.’Positive ‘Let me help you with that part so

we can get this done right away.’


Meeting Needs


Problem Solving

• 1. Define the problem

Separate the problem from its emotional content

If there is more than one issue, define each issue separately

• 2. State the

problem as clearly as

possible


Problem Solving

• 3. Describe what you can do and your

limitations

What you will do

When and how you will do it

Why you will do it

Who will be involved

Where it needs to be done

What your limitations are

Use positive language and informative explanations


Problem Solving

• 4. Agree on a solution

• 5. Verify the solution

• 6. Follow up

Provide alternatives, if appropriate

Ask if the solution is acceptable and summarize agreements

Do what you say you will do


HANDLING AN ANGRY OR UPSET CUSTOMER

You must

Have a HEART . . .



HEAR THE CUSTOMER

Stop whatever you are doing

Show the customer you are listening

Use short verbal responses like “Yes”,

“I see”, “I understand”, etc.

Use non-verbal languages like nodding,

inward leaning, etc.



EMPATHIZE

Express your understanding of both facts and feelings

Use emphatic words

Articulate the customer’s feelings



APOLOGIZE

Immediately apologize sincerely

Do not investigate yet

Do not wait for the customer to explain what happened

Apologize for the inconvenience



REVIEW DETAILS OF EVENT

Check if the information you got are complete and correct

Mirror back the details to the customer for verification



TAKE ACTION

Offer possible alternatives

Present alternatives as suggestions

Wait for the customer to accept your course of action


Have a HEART

Hear the customer

Empathize

Apologize

Review details of events

Take action


H ear T

“In the middle of the heart is an ear that listens”


THE Cs TO SERVICE EXCELLENCE

Courtesy

Claimant Sensitivity

Cooperation

Concern


THE Cs TO SERVICE EXCELLENCE

Competence

Commitment

Confidence


Benefits!


Satisfying the Customer

• Helping retain jobs — yours and others• Helping yourself by learning new skills

that will be important for your continued professional growth

• Increasing your confidence• Effectively solving customer problems• Receiving more recognition from staff

and customers• Having more fun!

YOU WILL BE:


A CUSTOMER IS NOT AN INTERRUPTION OF OUR

WORK, HE IS THE PURPOSE OF IT.

training workshop on accounts management

Government & Nonprofit