Customer Service Training To Do List 9 Lessons 9 Lessons 1 Quiz covering the first 5 Lessons 1 Quiz covering the first 5 Lessons Multiple Choice Final (10 Questions) Multiple Choice Final (10 Questions) 250 Word Essay on how Customer Service is used in your trade. 250 Word Essay on how Customer Service is used in your trade. Analysis of the movie “Employee of the Month” from the perspective of Customer Service Analysis of the movie “Employee of the Month” from the perspective of Customer Service You will receive the “Boston Region Customer Service Certification” that you can add to your resume. You will receive the “Boston Region Customer Service Certification” that you can add to your resume.

Lesson One What is Customer Service? What is Customer Service? Why is It Important? Why is It Important?

After this lesson you will… Understand the importance of taking and completing customer service training Understand the importance of taking and completing customer service training Be able to define customer service and it components. Be able to define customer service and it components. Be able to explain the importance of good customer service. Be able to explain the importance of good customer service.

Customers Customer – Someone who receives customer service from a service deliverer. They can be either a person or company Webster Dictionary Defines customer as: “A person Who Buys.” “A person Who Buys.” “A person with whom one has dealings.” “A person with whom one has dealings.”

The two types of Customers… External Customer– A private individual or someone who comes from another organization. A Paying Customer External Customer– A private individual or someone who comes from another organization. A Paying Customer Internal Customer– A customer from another part of the same organization. Examples Include: Co-workers, Classmates, Supervisors, and Managers Internal Customer– A customer from another part of the same organization. Examples Include: Co-workers, Classmates, Supervisors, and Managers

Did you say Co-Workers are customers too? Most Employees will provide service to co- workers more often Most Employees will provide service to co- workers more often What goes around comes around. What goes around comes around. Happiness spreads Happiness spreads Starts at the top, ends with the customer Starts at the top, ends with the customer

What is Customer Service? The institute of Customer Service defines customer service as : The institute of Customer Service defines customer service as : The sum total of what an organization does to meet customer expectations and to produce customer satisfaction. The sum total of what an organization does to meet customer expectations and to produce customer satisfaction. Customer service generally involves service teamwork and service partnerships. Customer service generally involves service teamwork and service partnerships.

Why is customer service important? Increases your employability Increases your employability Makes you an valuable employee. Makes you an valuable employee. Only 1 out of 4 employees feel qualified to deal with customer complaints (ICS). Only 1 out of 4 employees feel qualified to deal with customer complaints (ICS). Only 1 out of 3 customer-facing staff are trained to deal with angry customers (ICS) Only 1 out of 3 customer-facing staff are trained to deal with angry customers (ICS)

In order to provide customer service as a team, employees must… Actively listen: Listen to understand the message. Actively listen: Listen to understand the message. Practice Tolerance: Accept the fact that others may have views and opinions different than yours. Avoid Disrespecting others Practice Tolerance: Accept the fact that others may have views and opinions different than yours. Avoid Disrespecting others Compromise: Meet half way so both parties are satisfied by being tolerant. Compromise: Meet half way so both parties are satisfied by being tolerant.

Products and Services Organizations involved in customer service offer a mixture of goods/products (items to sell) and services. Organizations involved in customer service offer a mixture of goods/products (items to sell) and services. Examples of goods/products include: Electronics, Clothes, Jewelry and Shoes. Examples of goods/products include: Electronics, Clothes, Jewelry and Shoes. Examples of Services Include: Haircuts, Cell Phone Service, Cab Rides and the Delivery of goods. Examples of Services Include: Haircuts, Cell Phone Service, Cab Rides and the Delivery of goods.

Total Quality Management Abbreviated TQM. The overall quantifier and assurance that all parts of a company or organization are working well. Abbreviated TQM. The overall quantifier and assurance that all parts of a company or organization are working well. Management of a process or product that assesses quality from start to finish. Management of a process or product that assesses quality from start to finish. TQM as it relates to customer service is assuring that good customer service occurs at all levels, from the part time janitor to the CEO

Who is responsible for customer service in your work environment? EVERYBODY

Customer Experience What people think should happen and how they think they should be treated when asking for or receiving customer service. Satisfied – Customer satisfaction is when a customer is happy, pleased, and satisfied with a good or service they have received. Dissatisfied – The exchange of goods and services have not been a good experience for the customer.

Customer Experience When a customer is satisfied they are more likely to return to your business, and this creates customer loyalty. Customer Loyalty – Customers return to the same business and/or service deliverer. Customer Loyalty – Customers return to the same business and/or service deliverer. Customer loyalty will only happen when customers are receiving what they want. What the customer wants is customer preference. Customer loyalty will only happen when customers are receiving what they want. What the customer wants is customer preference. Customer Preference – Customers’ individual likes and dislikes. Customer Preference – Customers’ individual likes and dislikes.

Added Value The extra, over and above the basic product or service that an organization makes to its customer.

Hooray!!!!!!!! Movie Time

Specific Examples of Added Value in HBI (Plu, EW, FM, Carp): Fix something small free of charge like a squeaky hinge, small leak, level picture frame. Fix something small free of charge like a squeaky hinge, small leak, level picture frame. Explain what your doing to the customer and explain how it is part of the bigger project Explain what your doing to the customer and explain how it is part of the bigger project Help carry in groceries Help carry in groceries

Added Value in the Medical Trades Make patients feel more comfortable Make patients feel more comfortable Offer candy or a sticker to younger patients Offer candy or a sticker to younger patients Let patients use the phone for a ride or call them a cab Let patients use the phone for a ride or call them a cab Nursing assistants can give birthday cards, cakes or just spend extra time with their lonely patients Nursing assistants can give birthday cards, cakes or just spend extra time with their lonely patients

Added Value in MO : Allow customers to use the phone for a ride afterwards Allow customers to use the phone for a ride afterwards Help customer complete paper work Help customer complete paper work Have candy on your desk for internal or external customers Have candy on your desk for internal or external customers Help internal customers with projects or assignments Help internal customers with projects or assignments

Added Value in Security and Culinary Arts Security: Give customers directions Give customers directions Walk internal customers to the car Walk internal customers to the car Water plants and feed fish on weekends Water plants and feed fish on weekendsCulinary: Offer a free dessert for customers having a birthday Offer a free dessert for customers having a birthday Help internal customers with their line duties Help internal customers with their line duties

How does Customer Service Benefit Companies and Organizations ? Competitive advantage – Customer Service is the number one differentiator in a competitive market place. (R. Moment, 2008 ) Competitive advantage – Customer Service is the number one differentiator in a competitive market place. (R. Moment, 2008 ) Competitive advantage – Nearly all customers would recommend a company to their friends if a complaint had been resolved efficiently (Institute of Customer Service). Competitive advantage – Nearly all customers would recommend a company to their friends if a complaint had been resolved efficiently (Institute of Customer Service). Financial Benefit – It costs five times more to get a customer than to keep a customer. Financial Benefit – It costs five times more to get a customer than to keep a customer. Financial Benefit– Most customers would pay more for excellent service (Institute of Customer Service) Financial Benefit– Most customers would pay more for excellent service (Institute of Customer Service) Total Quality Management Total Quality Management

Terminology Added Value – The extra, over and above the basic product or service that an organization makes to its customer. Added Value – The extra, over and above the basic product or service that an organization makes to its customer. Customer – Someone who receives customer service from a service deliverer Customer – Someone who receives customer service from a service deliverer Internal – A customer from another part of the same organization. Internal – A customer from another part of the same organization. External – A private individual or someone who comes from another organization. External – A private individual or someone who comes from another organization. Satisfied – Customer satisfaction is when a customer is happy, pleased, and Satisfied – Customer satisfaction is when a customer is happy, pleased, and satisfied with a good or service they have received. satisfied with a good or service they have received. Dissatisfied – The exchange of goods and services have not been a good experience for the customer. Dissatisfied – The exchange of goods and services have not been a good experience for the customer. Customer Experience – What people think should happen and how they think they should be treated when asking for or receiving customer service. Customer Experience – What people think should happen and how they think they should be treated when asking for or receiving customer service. Customer Loyalty – Customers return to the same service deliverer. Customer Loyalty – Customers return to the same service deliverer. Customer Preference – Customers’ individual likes and dislikes. Customer Preference – Customers’ individual likes and dislikes. Products and Services – Organizations involved in customer service offer a Products and Services – Organizations involved in customer service offer a mixture of products (items to sell) and services. mixture of products (items to sell) and services. Total Quality Management – Abbreviated TQM. The overall quantifier and assurance that all parts of a company or organization are working well. Management of a process or product that assesses quality from start to finish. Total Quality Management – Abbreviated TQM. The overall quantifier and assurance that all parts of a company or organization are working well. Management of a process or product that assesses quality from start to finish.