1. Customer Service Fundamentals
Presented by:
UT Employee Assistance Program

2. Objectives of Training
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Objectives of Training
Define customer service excellence
Identify behaviors that demonstrate a customer-focused approach
Discuss strategies for creating positive customer experiences

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Customer Service??

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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.

5. Why is Customer Service Important?
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Why is Customer Service Important?
Happy customers are return customers
Referrals
Increased Organizational Effectiveness

6. Creating a Customer Focused Approach: R & R
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Creating a Customer Focused Approach: R & R
The strength of your RELATIONSHIPS
The ability to deliver RESULTS

7. Building Relationships
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Building Relationships
Give customer your full, undivided, attention
Connect with the customer
Be positive

8. Giving Your Full Attention
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Giving Your Full Attention
Stop what you are doing
Deal with interruptions promptly

9. Connecting with the Customer
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Connecting with the Customer
Find commonalities by actively listening
Make your customers feel welcome
Show clients that you care

10. A Positive Attitude Makes a Huge Difference
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A Positive Attitude Makes a Huge Difference
Be pleasant
Greet the customer with a smile
Be enthusiastic and show a willingness to help

11. Delivering Results Finding effective ways to help Problem solving
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Delivering Results
Finding effective ways to help
Problem solving

12. Effective Ways to Help: Offering Constructive Solutions
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Effective Ways to Help: Offering Constructive Solutions
Always offer alternatives
Reflective listening
Apologize when things go wrong

13. Problem Solving Creating Positive Customer Experiences
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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

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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