1. Clackamas Community College 1 Professional Truck Driver Certification Customer Service Training

2. 2 Clackamas Community College Grant Background This product was funded by a grant awarded under the President's High Growth Job Training Initiative, as implemented by the U.S. Department of Labor's Employment & Training Administration. The information contained in this product was created by a grantee organization and does not necessarily reflect the official position of the U.S. Department of Labor. All references to non-governmental companies or organizations, their services, products, or resources are offered for informational purposes and should not be construed as an endorsement by the Department of Labor. This product is copyrighted by the institution that created it and is intended for individual organizational, non- commercial use only.

3. 3 Clackamas Community College Workshop Outcomes 1. Identify the foundation skills for creating loyal customers. 2. Describe behaviors for managing service opportunities. 3. Apply skills, strategies and choices for handling challenging customer situations. 4. Develop a personal customer service action plan for the future.

4. 4 Clackamas Community College Agenda Day One Welcome and Course Overview Welcome and Course Overview Marketing and Branding Marketing and Branding Customer Service Basics Customer Service Basics Listening Skills Listening Skills Day Review and Wrap-up Day Review and Wrap-up

5. 5 Clackamas Community College Agenda Day Two Welcome Back Welcome Back Verbal and Non-Verbal Communication Verbal and Non-Verbal Communication Difficult and Challenging Customers Difficult and Challenging Customers Anger Management Anger Management Day Review and Wrap-up Day Review and Wrap-up

6. 6 Clackamas Community College Marketing and Branding Sheer Driving Pleasure Sheer Driving Pleasure Have it Your Way Have it Your Way You’ll Love the Way We Fly You’ll Love the Way We Fly Legendary Drives Legendary Drives The Milk Chocolate Melts in Your Mouth, Not in Your Hands The Milk Chocolate Melts in Your Mouth, Not in Your Hands Just Do It! Just Do It!

7. 7 Clackamas Community College Company Expectations Ensure your clothes are clean and you are personally well groomed (neat, clean, well groomed, business-like appearance) Ensure your clothes are clean and you are personally well groomed (neat, clean, well groomed, business-like appearance) Wear company uniforms when required Wear company uniforms when required Follow company policy regarding personal hygiene and other dress ornamentals Follow company policy regarding personal hygiene and other dress ornamentals Be positive when you approach the customer Be positive when you approach the customer Keep a smile on your face Keep a smile on your face Apologize if you are late for any reason (call ahead if possible) Apologize if you are late for any reason (call ahead if possible) Be aware of customer peak hours Be aware of customer peak hours Gain permission to unload from customer Gain permission to unload from customer Be polite Be polite Say please and thank you to the customer Say please and thank you to the customer Be professional at all times (proper language, talking positive about the company, proper non-verbal communication) Be professional at all times (proper language, talking positive about the company, proper non-verbal communication) Meet delivery windows – be on time Meet delivery windows – be on time Ensure 100% fill rate accuracy Ensure 100% fill rate accuracy Ensure products are in good condition Ensure products are in good condition Be even tempered Be even tempered Thank or compliment co-workers on a job well done Thank or compliment co-workers on a job well done Ensure your vehicle is clean and well maintained Ensure your vehicle is clean and well maintained Be aware of the many services the company can provide Be aware of the many services the company can provide Know your business Know your business Don’t speed, tailgate or hog the road Don’t speed, tailgate or hog the road

8. 8 Clackamas Community College Your Branding Strategy 1.2.3.

9. 9 Clackamas Community College Perspective Quote When we change the way we look at things…the things we look at change. When we change the way we look at things…the things we look at change. William Dyer

10. 10 Clackamas Community College Characteristics of Customers Serving them is the reason for which the organization exists Serving them is the reason for which the organization exists The purpose of work, not an interruption from work The purpose of work, not an interruption from work People who rely on the organization to provide for their wants and needs People who rely on the organization to provide for their wants and needs Know what they want - are not wrong when they tell us what that is Know what they want - are not wrong when they tell us what that is Human beings with attitudes and feelings that we cannot ignore Human beings with attitudes and feelings that we cannot ignore Are not concerned with and do not care about the day-to-day dealings inside the business operation Are not concerned with and do not care about the day-to-day dealings inside the business operation Self-centered - only want solutions to their own problems Self-centered - only want solutions to their own problems Give loyalty based on a continuously satisfying level of service – loyalty fades as soon as service declines below expectations Give loyalty based on a continuously satisfying level of service – loyalty fades as soon as service declines below expectations See the entire cycle of service, not just one element of the organization See the entire cycle of service, not just one element of the organization The source of our paycheck The source of our paycheck Not all customers are alike, and they do not want to be treated alike Not all customers are alike, and they do not want to be treated alike

11. 11 Clackamas Community College Facts About Customer Loyalty It costs 5 times more to attract a new customer than to keep an existing one. It costs 5 times more to attract a new customer than to keep an existing one. American businesses will lose 20 percent of their customer base this year. American businesses will lose 20 percent of their customer base this year. Each unsatisfied customer will tell about 10 other people of their experience; 12 percent tell up to 20 people. Each unsatisfied customer will tell about 10 other people of their experience; 12 percent tell up to 20 people. Satisfied customers will tell an average of 5 people about their positive experience. Satisfied customers will tell an average of 5 people about their positive experience. 68 percent of customers leave because they feel companies are indifferent or did not like the human side of doing business. 68 percent of customers leave because they feel companies are indifferent or did not like the human side of doing business. 95 percent of customers will give company another chance if their complaints are handled well and quickly. 95 percent of customers will give company another chance if their complaints are handled well and quickly. Only 4 percent of customers with complaints, voice them. Only 4 percent of customers with complaints, voice them. 15 percent of customers will leave because of quality problems. 15 percent of customers will leave because of quality problems. 15 percent of customers will leave because of price. 15 percent of customers will leave because of price. In many industries quality of service is one of the few variables that can distinguish a business from its competition. In many industries quality of service is one of the few variables that can distinguish a business from its competition. Customers are willing to pay more to receive better service. Customers are willing to pay more to receive better service. Good service leads to increased sales. Good service leads to increased sales. The first 30 seconds of a phone call or meeting sets the tone for the remainder of the contact. The last 30 seconds are critical to establishing lasting rapport. The first 30 seconds of a phone call or meeting sets the tone for the remainder of the contact. The last 30 seconds are critical to establishing lasting rapport.

12. 12 Clackamas Community College Basic Customer Service Elements Listening Skills Listening Skills Tone of Voice Tone of Voice Follow-through Follow-through Questioning Techniques Questioning Techniques Non-Verbal Behavior Non-Verbal Behavior Managing Challenging Behaviors Managing Challenging Behaviors Language Language Positive Attitude Positive Attitude Getting Creative Getting Creative

13. 13 Clackamas Community College Internal and External Customers Internal Internal External External

14. 14 Clackamas Community College Listening Skills Level 1 Level 1 Level 2 Level 2 Level 3 Level 3

15. 15 Clackamas Community College Receiving Feedback Do’s and Don’ts Do’sDon’ts

16. 16 Clackamas Community College Types of Questions Open Open Focused Focused Closed Closed Multiple Choice Multiple Choice Situational Situational Leading Leading Threatening Threatening

17. 17 Clackamas Community College Verbal and Non-Verbal Communication Verbal Verbal Non-Verbal Non-Verbal

18. 18 Clackamas Community College Verbal Skills Asking Questions Asking Questions Paraphrasing Paraphrasing Clarifying Clarifying Silence and Allowing “think” time Silence and Allowing “think” time Probing Probing Not Interrupting Not Interrupting Clarity of Process Clarity of Process

19. 19 Clackamas Community College Non-Verbal Skills Gestures Gestures Body Movements Body Movements Voice Speed Voice Speed Voice Intonation Voice Intonation Voice Volume Voice Volume Voice Pitch Voice Pitch Matching Words Matching Words Facial Expressions Facial Expressions Eye Contact Eye Contact Head Movements Head Movements Posture and Stance Posture and Stance Proximity and Orientation Proximity and Orientation

20. 20 Clackamas Community College The Power of Words Positive Words Negative Words

21. 21 Clackamas Community College Types of Personalities Bullies Bullies Power Freaks Power Freaks Gripers Gripers Seemingly Nice Customers Seemingly Nice Customers Egotists Egotists I want to talk to your Supervisor I want to talk to your Supervisor The Curser The Curser

22. 22 Clackamas Community College 7 Steps 1. Respect 2. Empathy 3. Crack the Egg 4. Listen 5. Identify the Problem 6. Avoid Blame 7. Resolve the Problem

23. 23 Clackamas Community College 9 Steps to Keep Your Cool 1. Voice tone low – speak slowly 2. No threatening ?’s 3. Listen 4. Acknowledge the problem and repeat 5. Don’t argue 6. Apologize 7. Offer to rectify problem 8. Act professionally 9. Post review

24. 24 Clackamas Community College Turning up the Heat Hear Hear Empathy Empathy Apology Apology Take Action Take Action

25. 25 Clackamas Community College Prevention Strategies

26. 26 Clackamas Community College Anger Management People choose their own emotional states. That is, their feelings of anger, or for that matter, any other feelings, belongs to them. As such, it isn't your responsibility. What is your responsibility, however, is to ensure that you don't knowingly or unknowingly do something they choose to take as anger provoking. People choose their own emotional states. That is, their feelings of anger, or for that matter, any other feelings, belongs to them. As such, it isn't your responsibility. What is your responsibility, however, is to ensure that you don't knowingly or unknowingly do something they choose to take as anger provoking. We need to accept the fact that people will be angry, at times. They have a right to be angry when they choose. What they do not have a right to do is to take out their anger on you, particularly when you have done nothing to contribute to it. We need to accept the fact that people will be angry, at times. They have a right to be angry when they choose. What they do not have a right to do is to take out their anger on you, particularly when you have done nothing to contribute to it.

27. 27 Clackamas Community College Action Planning Identify 3 actions you would like to apply based on what you learned in the workshop Identify 3 actions you would like to apply based on what you learned in the workshop Determine what steps you will take to make your action come to life Determine what steps you will take to make your action come to life Identify timeframes Identify timeframes Determine success measures Determine success measures