Proprietary and Confidential Customer Service iSpeak Foundation Series Month day, 2012 Instructor Name

Proprietary and Confidential Agenda Introductions – What do you want to learn? Itinerary Ground Rules – Phones on Silent – Ask Questions – Participate & Respect others – Respect our schedule

Proprietary and Confidential Satori

Proprietary and Confidential Customer Service Unit One: Foundation of Customer Service

Proprietary and Confidential Customer Service _________ of 10 customers who switch to the competition do so because of poor service. Unhappy customers will tell an average of ___ people. Only _______ percent of unhappy customers will complain and give you the chance to keep them. Customer will spend a ________ percent premium for the same product or service with better service

Proprietary and Confidential Exercise: Customer Service True / False

Proprietary and Confidential What do customers want? There are no traffic jams along the extra mile. - Roger Staubach Reliable Responsive Knowledgeable Empathic Professional

Proprietary and Confidential Levels of Service

Proprietary and Confidential Cards

Proprietary and Confidential Cards

Proprietary and Confidential Internal Customer Service Show up to meetings on time Take responsibility Communicate effectively Display courtesy Value honesty Be organized Share information and ideas freely

Proprietary and Confidential Customer Service Model

Proprietary and Confidential Satori

Proprietary and Confidential Customer Service Unit Two: Greeting

Proprietary and Confidential Moments of Truth Each interaction is abrush stroke Paint the customers perceptions over time Their perception is their reality

Proprietary and Confidential First Impressions What do you see? How old is this woman?

Proprietary and Confidential Greeting Your Customer Greeting should be: – Clear – Genuine – Positive – Consistent Good morning and thank you for calling __________. My name is _____. How can I help you?

Proprietary and Confidential Communication Factors

Proprietary and Confidential Using the Right Words Kind words can be short and easy to speak, but their echoes are truly endless. - Mother Teresa The most persuasive phrase is_____________ The most persuasive word is ______________ Thank You a customers name

Proprietary and Confidential Communication Factors Would you please… Ill call you back… The person you need is..

Proprietary and Confidential Remembering Names Start with the right Attitude. Actively Listen when they state their name. Repeat their name out loud. Write their name, when possible. Connect or associate their name with job, hobby, characteristic, or famous person

Proprietary and Confidential Voice We often refuse to accept an idea merely because the tone of voice in which it has been expressed is unsympathetic to us. - Friedrich Nietzsche Inflection Clarity – Red Leather, Yellow Leather Pace Volume

Proprietary and Confidential Body Language I speak two languages, Body and English. - Mae West The most important aspect: ____________ Over the phone, you can use: – ___________________________ Smile I understand Ok, uh-huh, got it One moment please

Proprietary and Confidential Exercise: Communication Techniques

Proprietary and Confidential Satori

Proprietary and Confidential Customer Service Unit Three: Listening & Questioning

Proprietary and Confidential Customer Service Model

Proprietary and Confidential Exercise: Listening A B C D E F G

Proprietary and Confidential Communication Elements

Proprietary and Confidential Types of Listening Passive – Not listening at all Selective – In and Out of the conversation Active – Actively participating

Proprietary and Confidential Active Listening Focus Take Notes Paraphrase Verbal Prompts Ask Questions Test Yourself

Proprietary and Confidential Question Types Open Ended QuestionsWhat would you prefer? Closed-Ended QuestionsWhat is your mailing address? Alternative Choice QuestionsWould you prefer a Friday or Saturday delivery?

Proprietary and Confidential Exercise: Asking Questions

Proprietary and Confidential Exercise: Listening and Questioning

Proprietary and Confidential Satori

Proprietary and Confidential Customer Service Unit Four: Responding

Proprietary and Confidential Customer Service Model

Proprietary and Confidential Responsive C.A.R.E. Credible Appreciative Reliable Empathetic

Proprietary and Confidential Exercise: Responsive C.A.R.E.

Proprietary and Confidential Challenging Customers Demanding Emotional Deceptive Challenged Friendly Arrogant Angry

Proprietary and Confidential Dealing with Challenges

Proprietary and Confidential Dealing with Challenges Do not take it personally Listen to the customer Express empathy Maintain your integrity Apologize Remind the customer you are there to help

Proprietary and Confidential Acknowledging Complaints Acknowledge AgreementI can see that would be frustrating… Dont use the word but Use And or PAUSE Acknowledge your own position Transition with a statement

Proprietary and Confidential Exercise: Defusing Challenging Customers

Proprietary and Confidential Customer Service Unit Five: Resolving

Proprietary and Confidential Customer Service Model

Proprietary and Confidential Taking Ownership and Follow-up Accept responsibility Action item review Debrief on the phone call Verbal appreciation Other methods of appreciation

Proprietary and Confidential Generating Solution Alternatives

Proprietary and Confidential Personal Motivation Benefits of Motivation Expect the best Avoid the ANTs – Automatic – Negative – Thoughts

Proprietary and Confidential Satori

Proprietary and Confidential Customer Service Implement to Improve

Proprietary and Confidential iSpeak Learning Methodology Knowing is not enough; we must apply. Willing is not enough; we must do. - Johann Goethe

Proprietary and Confidential Satori

Proprietary and Confidential Kaizen

Proprietary and Confidential Instructor Name 512.###.#### Thank you!

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