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The Customer is Number One October 28 th , 2011

The Customer is Number One October 28 th , 2011. Delivering Excellent Customer Service GCDF Facilitators: Dee Dee Rayfield & John Prindle.

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The Customer is Number One October 28 th , 2011

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  1. The Customer is Number OneOctober 28th, 2011 Delivering Excellent Customer Service GCDF Facilitators: Dee Dee Rayfield & John Prindle

  2. Critical Skills & Key Definitions:Orientation skills: Offering information, giving directions, creating motivationGreeting skills: Establish comfort and trustInterviewing skill: Establishing customer needs and desiresQuestioning skills: Using closed & open ended questions, clarifying Offering alternative: How to say No and sound like you said YesActive Listening skills: Including verbal and non verbal respondingFeedback skills: Methods that motivate and help customers make decisionsDealing with Difficult Situations: Techniques to calm difficult customersParaphrasing and reflecting: Rephrasing feeling or contentTechnology Skills: Emailed and attached resumesConfidentiality skills: Respecting privacy and personal boundaries

  3. How Customer Service Works When you deliver Excellent Customer Service, the person who receives the most service- is YOU You are not at the mercy of your customers, it doesn’t matter whether the customer deserves good service or not, when you choose to give good service- YOU are in control

  4. Who is thecustomer? First impressions are everything…how do you make a first impression and how will it affect your professional relationship with the client? Is anyone free from bias?

  5. Meeting Customer Expectations It is important for us to know who our customers are… CUSTOMER INTERNAL CUSTOMERS: PEOPLE WE WORK WITH EXTERNAL CUSTOMERS: PARTNERS, CLIENTS, EMPLOYERS, OTHERS

  6. MOMENT OF TRUTH Exercise: Reflect back to yesterday- start with your arrival to work and go forward to the end of your shift…write down all the internal and external customers you communicated with. For every check, how did the interactions go? Put a plus or minus next to each name

  7. Are You a Giver or a Taker? This is a trick question…those who give until they are completely wiped out, have nothing left to give. We have to give to ourselves (take time out), in order to continue to give to others.

  8. Steps to Excellent Customer Service • Understand what the need is: • What does the customer want & need? • Verify and Clarify Need • Barriers to Problem Solving: • Keep your mind on fixing the problem • Do not take it personally • Be Patient- you know your organization/ product, your customer does not • Set Goals

  9. Barriers to Success -What You Should Know • Typical problems your clients may face and how to resolve them • The options available…when “No” is the answer • Identifying Barriers • Finances - living expenses and job-search costs • Transportation - driving and using public transportation • Childcare and eldercare concerns - needs related to caring for children and elderly • Mental and Physical Health Issues - illness that may affect self-esteem or work • Other challenges…..

  10. The Five Step Helping Process for Excellent Customer Service Includes: 1) Relationship Building 2) Assessment 3) Goal Setting 4) Intervention 5) Termination & Follow Up

  11. Five characteristics of effective goal setting include:-Realistic-Understandable-Measurable-Action Oriented-Agreed Upon

  12. Do You Take The Time To Listen? PRACTICING ACTIVE LISTENING

  13. Physical efforts of building a relationship through effective listening include • Face the person • Maintain Eye Contact • Be alert to non -verbal clues (Body Language) • Be relaxed

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