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UVA FEAP Mary Sherman, LCSW, CEAP 434-243-2643

UVA FEAP Mary Sherman, LCSW, CEAP 434-243-2643. STRATEGIES FOR ADVANCED CUSTOMER SERVICE. GOALS FOR TODAY CHARACTERISTICS OF DIFFICULT CUSTOMERS POWER OF SELF AWARENESS and SELF CARE POWER OF EMPATHY POWER OF L.A.S.T. APPROACH POWER OF AFFECTIVE LISTENING and WISE RESPONSES

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UVA FEAP Mary Sherman, LCSW, CEAP 434-243-2643

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  1. UVA FEAP Mary Sherman, LCSW, CEAP 434-243-2643 STRATEGIES FOR ADVANCED CUSTOMER SERVICE

  2. GOALS FOR TODAY • CHARACTERISTICS OF DIFFICULT CUSTOMERS • POWER OF SELF AWARENESS and SELF CARE • POWER OF EMPATHY • POWER OF L.A.S.T. APPROACH • POWER OF AFFECTIVE LISTENING and WISE RESPONSES • WHEN TO SEEK BACK UP • EXAMPLES AND DISCUSSION

  3. CHARACTERISICS OF DIFFICULT CUSTOMERS

  4. Characteristics of your toughest customers?

  5. TYPICAL CHARACTERISTICS DESCRIBED • High emotional charge • Demanding tone • Not thinking straight • Unrealistic expectations • Frustrated, exhausted, • intolerant • Loud • Not wanting to listen • Too many things coming at once • Presses my buttons, stresses me out, makes me angry

  6. “No one can drive you crazy, unless you hand over your keys” Learning how to manage your own stress response: serves you well in many ways helps you diffuse conflict around you

  7. Victor Frankl, MD Between a stimulus and our response, there is space. And it’s in this space that we choose our response. Our power and freedom lie in our response.

  8. HANGING ON TO YOUR KEYS SELF AWARENESS WISDOM OF GOOD SELF CARE WORK LIFE BALANCE MANAGING YOUR OWN STRESS RESPONSE – (I.E. Breathing) REMEMBER THE GOAL KNOW WHEN TO STEP AWAY KNOW WHEN TO ASK FOR HELP

  9. Stepping back…… • Pausing to regroup or catch your breathe • Pausing to make wise triage decisions • Passing the baton to a colleague • Know and listen for your body clues that it’s time to pause

  10. The POWER of EMPATHY WALK A MILE IN HER SHOES

  11. POWER of EMPATHY How do you feel toward a customer if you think of them as “Just being mean, OR difficult”?

  12. POWER of EMPATHY How do you feel toward a customer if you think: • They must be having a very bad day • They must be scared • They must be exhausted • They are out of their element • They are feeling discarded or ignored

  13. The Power of Empathy • What do you know is true about most of the upset customers you serve?

  14. The POWER of L.A.S.T L = LISTEN A = ACKNOWLEDGE S = SOLVE T = THANK

  15. The Power of Effective Listening

  16. Have you ever…. • Tried speaking to someone about something that is really important to you and you weren’t sure they were even listening? • Or by their response you can tell that they didn’t come close to hearing your point • OR they immediately dismissed what you were trying to tell them and “blew you off”? How did this feel?

  17. TIPS to achieveEFFECTIVE LISTENING undivided attention Put aside distracting thoughts Avoid mentally preparing a rebuttal Make a conscious effort to hear not only the words the other person is saying, but also try to completely understand the message they are sending non-verbal communication • Notice their body language, and expression • Awareness of your own body language and expressions

  18. Show you are listening and Interested • Look at the speaker directly • Maintain eye contact • Nod occasionally • Smile and use other kind facial expressions • Note your posture and ensure it is inviting • Minimal encouragers like, “yes”, “uh huh”, “I see”,

  19. ACKNOWLEDGGE(Provide feedback) Reflect what is being said by paraphrasing: • , “What I’m hearing you say is”, OR • “sounds like you are saying”, OR • “it seems your biggest concern is “

  20. Solve • After acknowledging their concern/need, FOCUS on what you can SOLVE • Think ahead as much as you can re: how best to respond to the most frequent and most difficult issues

  21. SOLVE– cheat sheet

  22. SOLVE– cheat sheet

  23. Behind the scenes

  24. KNOW WHEN TO SEEK BACK UPor move to less disruptive spot Disruptive to other customers Threatening tone, words or posture Escalating behavior inconsolable You feel unsafe at all

  25. Any questions?

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