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Customer Service. What is the Goal of Customer Service?. Goal: To improve/resolve the issue at hand* *Not necessarily to “ fix” the person. What IS good customer service?. What IS good customer service?. Good Customer Service: Is active—NOT PASSIVE
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What is the Goal of Customer Service? Goal: To improve/resolve the issue at hand* *Not necessarily to “fix” the person
What IS good customer service? • Good Customer Service: • Is active—NOT PASSIVE • YOU take the initiative to resolve the situation • Acknowledges errors • Is future oriented—does not dwell on the past. (Switches conversation towards what we can do NOW) • Politely informs the person when he or she has made a mistake AND how we can resolve the situation • Creates an opportunity to turn a negative situation into a positive experience
Important Things to Consider: • Don’t take what the person says or does personally • Most of the time, it’s not you they are upset with • Don’t take the problem personally • It’s not your fault most of the time. And if it is, own up to it. People make mistakes it’s okay! • The person should never berate you, if this is happening refer them on to professional staff • How many people should be working with a customer at one time?
The Response Process Recognize when customer service might be necessary Respond Introduction Make sure you fully understand the problem Evaluate the problem and develop a response plan Do what you say you will do Follow up with the individual
1. Recognize When Customer Service Might Be Necessary Why is the person acting the way they are? What might draw your attention to the person/people? How do people act when they have a concern or a problem?
2. Respond • The HARDEST part • It is so much easier to walk away, or refer them to someone else • Show empathy and understanding to the situation and have confidence in your ability to help
3. Introduction Be friendly Introduce yourself (“Hi my name is..”) and let the person know your position Acknowledge the Problem “How can I help you?”
4. Make Sure You Fully Understand the Problem Let the person explain and once you think you understand, find an appropriate time to break in (if venting/rambling is occurring) Take the time to explain the problem back—BE SURE THAT IT IS CORRECT.
5. Evaluate the Problem and Develop a Response Plan Let the person know EXACTLY what you can and cannot do in the given situation If you can do something, tell the person what you will do, how long it will take, and how you will keep them informed If you CANNOT do something and/or the person is not satisfied with response, refer them to a professional staff member
5. Evaluate the Problem and Develop a Response Plan Referring: 1st. Evaluate • Do you have the knowledge and/or tools to resolve the problem? 2nd. Think of professional staff members who can most effectively help them • Based on their knowledge • Proximity (might be closer, saves time) • Resources they have available 3rd. Make a clean “hand-off”
6. Do What You Say You Will Do The most critical step and one of the most overlooked Example: If you say you are going to find them a resource (number, name of building, etc.)—DO IT!
7. Follow Up With the Individual • When you see the person later on in the program, ask them how everything is going • Did everything get taken care of? • Is any follow up necessary? • How is orientation so far?
