Customer Service Fundamentals Presented by: UT Employee Assistance Program

Objectives of Training 11/13/2018 9:34 AM Objectives of Training Define customer service excellence Identify behaviors that demonstrate a customer-focused approach Discuss strategies for creating positive customer experiences

11/13/2018 9:34 AM Customer Service??

11/13/2018 9:34 AM Customer Service Customer service is a function of how well an organization or company is able to constantly and consistently exceed the needs of the customer.

Why is Customer Service Important? 11/13/2018 9:34 AM Why is Customer Service Important? Happy customers are return customers Referrals Increased Organizational Effectiveness

Creating a Customer Focused Approach: R & R 11/13/2018 9:34 AM Creating a Customer Focused Approach: R & R The strength of your RELATIONSHIPS The ability to deliver RESULTS

Building Relationships 11/13/2018 9:34 AM Building Relationships Give customer your full, undivided, attention Connect with the customer Be positive

Giving Your Full Attention 11/13/2018 9:34 AM Giving Your Full Attention Stop what you are doing Deal with interruptions promptly

Connecting with the Customer 11/13/2018 9:34 AM Connecting with the Customer Find commonalities by actively listening Make your customers feel welcome Show clients that you care

A Positive Attitude Makes a Huge Difference 11/13/2018 9:34 AM A Positive Attitude Makes a Huge Difference Be pleasant Greet the customer with a smile Be enthusiastic and show a willingness to help

Delivering Results Finding effective ways to help Problem solving 11/13/2018 9:34 AM Delivering Results Finding effective ways to help Problem solving

Effective Ways to Help: Offering Constructive Solutions 11/13/2018 9:34 AM Effective Ways to Help: Offering Constructive Solutions Always offer alternatives Reflective listening Apologize when things go wrong

Problem Solving Creating Positive Customer Experiences 11/13/2018 9:34 AM Problem Solving Creating Positive Customer Experiences Instead of…. Say… “I don’t know.” “Good question. Let me look into that for you.” “We can’t.” “That’s a tough one. Let’s see what we can do.” (Find an positive alternative.) “You’ll have to…” “Here’s how we can help you with that.” “Hang on a second. I’ll be right back.” “I’ll need to ask an associate to be sure. Are you able to wait while I check into it?” “No.” Find a positive alternative. “We are all out of stock, but we can give you rain check or a similar product at the same price.” Source: The Telephone Doctor, Nancy Friedman

11/13/2018 9:34 AM Keep in Mind… “The single most important thing to remember about any enterprise is that there are no results inside its walls. The result of a business is a satisfied customer.” --Peter Drucker