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Welcome to. Providing Excellent Service Jarralynne agee Center for Workforce Development. Agenda. About customer service Customers and stakeholders Me – the service provider Customer interactions Communication and techniques Taking care of yourself. Who are they?. Customers.

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  1. Welcome to Providing Excellent Service Jarralynne agee Center for Workforce Development

  2. Agenda • About customer service • Customers and stakeholders • Me – the service provider • Customer interactions • Communication and techniques • Taking care of yourself

  3. Who are they? Customers

  4. Who are they? Stakeholders

  5. Hierarchy vs. Process

  6. This I Believe • My personal philosophy statement • What do you believe about myself, what do I stand for, how would I like to be all the time, what legacy do I want to create? • Your statement can serve as the foundation of your relationships with customers.

  7. This I Believe Example: • I believe that all people I interact with deserve my full attention and respect, just as I deserve theirs. It’s my intention to rise above difficult situations and to remember that I have chosen to work in customer service.

  8. What Customers Want • Reliability • Responsiveness • Feeling of being valued • Empathy • Competence Xxx xxx

  9. Sphere of Control Out of area of concern Influence Control

  10. Personal Accountability

  11. Empathetic Listening • Identification with or vicariously experiencing the feelings, thoughts, or attitudes of another person. • To show empathy for customers, you might use the following phrases: “I understand…I’m sorry…I can appreciate” • Empathy can also be conveyed by the tone of your voice and body language

  12. What Gets Communicated? Words 7% Visual 55% Vocal 38%

  13. Listening Exercise • Please work in pairs. • Read the scenarios below and develop an empathetic listening response for each one.

  14. Four Steps for Dealing With Difficult Situations • DON’T TAKE IT PERSONALLY • Let the customer talk/vent • REMAIN CALM. LISTEN CAREFULLY • Avoid getting trapped in negative filter • FOCUS ON THE PROBLEM, NOT THE PERSON • Express empathy • Begin active problem solving • TAKE ACTION. FOLLOW UP ON ANY PROMISES THAT YOU MADE. • Check for understanding • Follow up

  15. Saying No • Sometimes you can’t help it • Saying yes does not = satisfied customer • Saying no does not = unhappy customer

  16. Staying Energized • Be good to yourself • Change your reactions • Take mental breaks • Celebrate successes • Focus on what you can control • Ask for help

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