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For GSETA 2011 Conference
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Providing GreatCustomer Service
Which Way Did They Go?
Missionaries
Ticking Timebomb
Missing in Action
Detractors
Describe a recent unsatisfactory customer experience.
Describe a recent satisfactory customer experience.
So. How have you been treated?
Stellar Customer Service
What are some of the key attributes of quality, customer-satisfying service?
What customers want . . .
“I want a product/service that meets my needs”
“I want it to be easy to get”
Satisfaction with results
and process!
Understand who the customer is and their expectations
Service includes total relationship experience
Processes streamlined to meet or exceed customer expectations
Make it easy to do business at each step
Emphasize and deliver personalized service
Exhibit first-rate customer contact skills
Best practices – what the very best do
Message impact is conveyed through:
Language/words
Paralanguage
Non-verbal communication
Getting our message across . . .
“Watch Your Phraseology”
What you say has to be explicitly understandable and valued by a layperson!
Use plain English words and terms that customers will understand. Beware of “insider language.”
Explain processes in logical steps.
Don’t talk about “programs” or “funding sources”.
Use valuing language to describe your job seeking customers.
Describe services in terms of the FABs – (features, advantages, benefits) to the customer.
Workforce Language
Instead of … We could say …
Assessment & Testing
Case Management
Dislocated Worker
Barriers to Employment
Labor Market Information
Program features vs. customer perceived benefits
A feature describes what the program or service is.
An advantage describes what the feature does.
A benefit puts it in terms of how the customer sees value in it.
Responding tactfully
Instead of … We could say …
You must fill out these forms.
You have to come back tomorrow.
I wasn’t there when that problem happened. They should have given you the information.
We are so busy that I don’t have time to do that for you.
You should have brought the information with you.
Its not personal . . . . explaining policies and procedures
Customers often do not understand why policies and procedures are in place and they are usually not written with the customer as the intended reader.
If you can explain the policy in plain language, and the reasoning behind it, you are less likely to meet resistance.
Acknowledge the customer’s feelings: “I understand this can be frustrating . . .”
Explain from the point of view of the customer . . . if possible, highlight how the policy benefits the customer.
Provide print material to take home if the customer must return with additional information, documents, etc.
More Customer Contact Skills
When meeting with customers practice good non-verbal communication: Hand shake Eye contact Relaxed posture Non-judgmental facial expressions Affirming gestures Calm voice Positive tone
What would you see as a customer?
Excellence in …
Appearance?
Office space?
Customer treatment?
Confidentiality?
Staff demeanor?
Access to facilities/services?
Mastering your customer service role
Help shape customer roles and expectations
Establish credibility and trust
Empowering, not enabling
Managing Expectations
Customers have . . .and make . . . choices.
Customers are responsible for their own outcomes.
Staff are responsible for the process.
Customers should be actively involved in assessment, planning, problem solving, finding resources, and implementing plans.
Critical Skills
Acceptance & Respect
Understanding & Empathy
Trust
Confidentiality
Warmth & Genuineness
Critical Skills
What do you do to build trust and rapport with customers?
Critical Skills
Attending
Listening
Reflecting
Encouraging
Questioning
Reflecting . . .
Phrases you can use…
From your point of view…
So, you are suggesting…
Then you feel…
So, based on your experience…
You seem really concerned about…
Let me be sure I understand. You said…
This is what I think you are saying…
Asking questions . . .
Phrases you can use…
What if…
Is it possible that…
Perhaps if…
Do you feel that…
Does it sound reasonable…
I wonder if…
How am I doing?
I make a serious effort to know my customer’s situation, needs, and expectations.
I avoid the use of professional jargon, technical terms, and acronyms when explaining our programs and services to others.
I seek ways to streamline ways to deliver our programs and services and make it easy for our customers to acquire or use our services.
I work with others in our organization to build and support a written model of excellent customer service for all to use in their customer interactions.
How am I doing?
I am able to easily translate the features of our programs and services into benefits that our customers understand and expect from our organization.
I handle difficult and challenging customer interactions calmly and confidently.
I use effective communication skills to engage my customer in order to bring problems to a harmonious and win-win solution.
I provide prompt, courteous service and undivided attention whenever working with a customer.
How am I doing?
I know the staff and the programs and services offered throughout my organization and the partners we work with.
I systematically gather data from our customers about their opinions on how effective our customer service is.
I maintain an office environment that is clean, organized, and welcoming to all our customers.
I consistently display a willingness to “go the extra mile” to meet a customer’s expectations.
I follow-up promptly whenever I make a promise to a customer.
How am I doing?
Total number of checked items:
0-3 It’s definitely time to upgrade your customer service skills.
4-6 Customers may not be getting full value from your service.
7-10 You’re doing great. Make a few small changes and you’ll be a pro.
11-13 You are a customer service master.
