Effective Customer Care

1. Effective Customer Care Trainer: Helen Keown. LNSS Effective Customer Care

2. Key Objective… • To assist you to be aware of the significance of customer care in UL, and to identify how your performance can impact on the customer experience. LNSS Effective Customer Care

3. Session 1: What is Customer Care? Definition of Customer Care Customer Expectations Benefits of good Customer Care Customer Awareness Bold Goals Moments of Truth LNSS Effective Customer Care

4. Definition of Customer Care… • Feeling concern and interest in someone who has entered a business to buy a product or obtain a service. This brings out the fact that a person can be a customer without having to spend money. LNSS Effective Customer Care

5. Basic rule of customer care… • Put yourself in the customers shoes; see the situation as they do. LNSS Effective Customer Care

6. “Moments of Truth” "Essentially, Moments of Truth are those contacts between companies and customers where a firm's reputation are at stake.“ (Stewart, 1992) LNSS Effective Customer Care

7. Moments of Truth • Each time you meet with a customer, or potential customer, is a chance to make a positive impression on that person. These encounters can be described as "Moments of Truth". LNSS Effective Customer Care

8. Moments of Truth • It is important to identify when these Moments of Truth occur and to manage them to ensure you make the best possible impression on the customer LNSS Effective Customer Care

9. Benefits of excellent Customer Care? LNSS Effective Customer Care

10. Benefits of excellent Customer Care LNSS Effective Customer Care

11. Lack of incentive Complacency Lack of support No real training Staff under pressure Poor knowledge No team spirit or motivation Lack of awareness Why does poor Customer Care happen? LNSS Effective Customer Care

12. Not all that long ago there were four people named Everybody, Somebody, Anybody and Nobody. LNSS Effective Customer Care

13. There was an important job to be done and Everybody was asked to do it. Everybody was sure that Somebody would do it. Anybody could have done it, but Nobody did it. LNSS Effective Customer Care

14. Somebody got very angry about that, because it was Everybody’s job. Everybody thought Anybody could do it but Nobody realised that Everybody would not do it. LNSS Effective Customer Care

15. It ended up that Everybody blamed Somebody when Nobody did what Anybody could have done. LNSS Effective Customer Care

16. What skills do we need to use? Attitude Appearance Communication-listening, talking, reading, writing Observation of standards and body language Assertiveness LNSS Effective Customer Care

17. Customer Care Skills There are 8 main customer care skills that need to be displayed when serving the customer… LNSS Effective Customer Care

18. Appearance Observation Listening Body Language and Facial Expression Talking Assertiveness Attitude Behaviour LNSS Effective Customer Care

19. Appearance… • The appearance of yourself and the other members of staff in your team will say a lot about the standards within your operation. • Remember: You are only as strong as the weakest link in your staff chain. LNSS Effective Customer Care

20. Observation • It’s easy to miss shortfalls in standards because of familiarity. • Keep your eyes open. • Try to stand back and look at your workplace in an objective way. LNSS Effective Customer Care

21. Listening: The Four Basic Communication skills LNSS Effective Customer Care

22. Listening • If we fail to listen to the customer they will feel that we do not really care about them and therefore not return. • The 2 main ways of listen attentively are: • Physical attending • Psychological attending LNSS Effective Customer Care

23. Physical Attending: • Face the speaker • Maintain eye contact • Maintain an open posture • Lean towards the speaker • Stay relatively relaxed LNSS Effective Customer Care

24. Psychological attending: Listen to what is being said: • Listen for the central theme rather than the facts • Keep an open mind • Think ahead • Analyse and evaluate • Do not interrupt • Interpret a tone of voice • Evaluate the non-verbal signs LNSS Effective Customer Care

25. Body Language & Facial Expression • Reading and understanding body language is an essential part of listening. If our body language does not reflect the words that we are using then the customer will not believe us. ie. Non-verbal behaviour LNSS Effective Customer Care

26. Understanding a message… • Words: 10% • Tone, pitch, volume: 35% • Non-verbal behaviour: 55% LNSS Effective Customer Care

27. Identify expressions… • Eyes up avoiding contact • Looking down • Arms folded • Arms outstretched • Upright/good posture • Face set LNSS Effective Customer Care

28. Talking • Golden Rule! • Acknowledge the customer as soon as possible! LNSS Effective Customer Care

29. Talking • When talking to the customer we must not… • Discuss politics, religion, gossip • Complain about the company • Moan, moan and moan again! • Talk over the customers head! LNSS Effective Customer Care

30. Assertiveness When dealing with customers there are 3 types of behaviour we can employ: • Aggressiveness, • Assertiveness • Submissiveness. LNSS Effective Customer Care

31. We should try to apply an assertive manner at all times. • By being assertive you remain in control, have greater self confidence and earn the respect of others. LNSS Effective Customer Care

32. Attitude & Behaviour • The way we behave with customers is all important. • We must display a positive approach and be courteous at all times. LNSS Effective Customer Care

33. Remember… • Each customer is an individual. • Be enthusiastic-it’s infectious! • Courtesy costs nothing • Treat people as individuals. Use their name. LNSS Effective Customer Care

34. Session 3: Making it Happen Reviewing our current position Making improvements Setting standards Key tests of good Customer Care What if it all goes wrong? Handling complaints LNSS Effective Customer Care

35. Key Test of Good Customer Care: LNSS Effective Customer Care

36. Ask yourself… • Does UL/Tralee IT, LIT apply the Customer Care Key Tests? • How? • What other ways can feedback be obtained? LNSS Effective Customer Care

37. Set Standards • By putting procedures in place all customers will be dealt with in a professional and efficient manner • Thus ensuring you have a satisfied customer network LNSS Effective Customer Care

38. Examples • You should have answers to common queries at hand • Promises to customers must be realistic and acted upon within the agreed time frame • Customer must be notified of delays LNSS Effective Customer Care

39. When dealing with a complaint… Do... • Show empathy/concern • Use their name if you can • Listen • Take notes • Let them make their case • Ask questions to clarify detail • Confirm with them that you have got it right LNSS Effective Customer Care

40. Do… • Gather your version of events before replying • Tell them what you propose to do • Ensure they are happy • See it as an opportunity to cement the relationship and encourage more business LNSS Effective Customer Care

41. When dealing with a complaint… Do Not… • Say “it’s not my fault” • Say “you’re the fifth today to complain about that” • Interrupt • Jump to conclusions LNSS Effective Customer Care

42. Do not… • Accept responsibility until you are sure it’s your fault • Be patronising • Argue • Lose your temper • Blame others LNSS Effective Customer Care

43. The Listen Technique • Lend an ear to the customer’s problem-do not interrupt • Identify the important points • Sympathise- “I’m sorry” acknowledges something went wrong-not taking the blame • Thank the customer for taking the time to tell you what happened • Explain what can be done • Now act quickly-don’t give further cause for complaint! LNSS Effective Customer Care

44. Language • Sometimes the words that are used in communication cause the message to be misinterpreted. This can happen if imprecise words are used e.g. “sort of” or “things” also technical jargon can be confusing if it is unfamiliar to the other person. LNSS Effective Customer Care

45. Customer Service Language • AVOID NEGATIVE LANGUAGE • - Possibly-maybe-perhaps • - We might be able to do this • - I hope that will be ok • USE POSITIVE LANGUAGE • - I am sure that will be sufficient • - I know we can get that for you • - I am certain you will be pleased with this LNSS Effective Customer Care

46. Avoid certain words • TRY – This implies that you are unsure of whether you can do something – use the word ensure instead it is positive and commits you to action which your customer will believe LNSS Effective Customer Care

47. Use the word ‘Please’ at the start of a sentence rather than at the end of it as it becomes an order at the end of a sentence LNSS Effective Customer Care

48. ‘OK’ sounds bland, automatic and disengaged • Use ‘Certainly’, this conveys warmth and interest in delighting your customer LNSS Effective Customer Care

49. Avoid the word ‘busy’, your customer should never feel that you are too busy to look after his/her needs. • Try saying ‘I will look into this and come back to you’ LNSS Effective Customer Care

50. Learning Points LNSS Effective Customer Care