Workshop: Excel @ Customer Service

Presented by Office of Human Resources and University Library

December 2004

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Why a workshop?

Survey

September

Opportunity

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Learning objectives

By the end of today’s session, be able to:

Demonstrate GGU customerservice standards in person, by phone, and by email

Ask probing questions to solve customer problems

Manage difficult customer interactions

Build customer relationships

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Topics

What’s my role?

GGU Customer Service Standards

CS standards—the basics• In person

• By phone

• By email

Dealing with Difficult Customers

Advanced Customer Service skills

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Customer service video

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What's My Role?

GGU priority to provide excellent customer service• Student customers

• Internal customers—coworkers, other departments, offices

Customer service skills: “tools of the trade”

First point of contact: voice on the phone, face behind desk, email exchange

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GGU Customer Service Standards

Key Points:

Commitment

Exceptional

Consistent

Throughout all GGU administrative and academic departments

Treat people courteously, promptly, and respectfully

In person, by telephone and email

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Make eye contact, smile, say hello when people enter. Your manner of expression and body language set the tone.

In person

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A face is worth 1,000 words

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In person

Treat all people just as you would want to be treated: with courtesy and respect.

Behave in a consistently professional manner to all people.

Remain sensitive to diversity of all kinds.

Adhere to posted office hours.

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Telephone Guidelines

Answer the phone with a smile and recommended greeting. Identify FAQs. Designate a live person to answer calls. Design and put in place a

system to roll over calls. Answer phone calls by the third ring. Identify your name and the department, school or region. Return all calls and messages within one business day. Record an out-of-office greeting on voicemail when absent from the

office. When another department needs to be involved, transfer the call to

the appropriate party, identify problem and introduce the caller. Ask permission before putting someone on hold. Do not put

someone on hold for more than two minutes. Check back frequently with callers who are on hold.

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Email

All email inquiries should receive a response within one business day.

Email is a business communication tool. Spell check your email before sending.

Do not use email to resolve interpersonal conflicts.

Create a GroupWise rule to reply to your email when out of office.

Use an email signature: Full name, title, department or office, phone number, fax number, www.ggu.edu

What is GGU’s tag line?

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Dealing with Difficult Customers

I was shuffled around

Someone was rude to me

Someone was indifferent

No one listened to me

My expectations were not met

Here’s why I

am upset

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Dealing with Difficult Customers

1. Stay calm yourself. Use the STOP technique:

Signal (Notice your body signals—Are you clenching your jaw? Breathing rapidly?) Take control of yourself. Do the Opposite of warning signal (Relax your jaw; take a slow, deep breath). Practice being aware of and dealing with your body signals and emotions.

2. Let the customer vent. Listen without interrupting. When customer finishes venting, you will know—there is usually an audible outflow of air.

3. Deal with emotion first. Show empathy. Restate what you heard them say. Thank the customer for bringing it to your attention. The goal is to move the customer from an emotionally upset state to a logical, problem-solving frame of mind.

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Dealing with Difficult Customers

4. Avoid words that trigger upset customers: policy, can't, sorry, "No, I don't know," "But you should have," "The only thing we can do.“

5. Take a time out to consult a second opinion. "Let me look into this matter, and I'll get back to you in a few minutes." Consult with a supervisor or team leader. If necessary, bring that person into the conversation with the customer.

6. Gently confront abusive customers. "Mr. Baker, I really want to help you. As long as you continue to use this language, I'm finding it difficult to help. I can get this taken care of. Will you help me do that?" And most customers will.

Here's what I can do . .

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Hand off to a supervisor when . . .

You’ve tried various strategies and customer remains dissatisfied

You are becoming upset

Remove yourself from situation• Professionally—aim for smooth

transition

• Involve supervisor

• Give yourself a Time Out—break

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Advanced Customer Service

Focus on the customer Commit yourself to solving customer’s problem

Establish an immediate connection by using person’s name

Be conscious of your attitude—use a mirror

Ultimate challenge: stay professional throughout

Already successes in letters/emails of praise

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Sharpen Communication Skills

Avoid jargon

Match the customer's speed and style

Actively listen to ensure your understanding

Anticipate questions

Have answers ready

Suggest options

Advanced Customer Service

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Advanced Customer Service

Ask probing questions:

To truly understand the problem

Examples

“Please explain what you mean by 'XXX'?"

"Could you tell me more about YY?“

"What, specifically, did you need to do by Friday?"

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Advanced Customer Service

Clarify, clarify, clarify Tell me from the beginning

Help me to understand what happened

How did you arrive at that conclusion?

Sorry, I don’t understand. Could you help me by giving an example?

Could you give me an example of when you did XXXX?

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Take ownership How are you handling the caller who's been transferred

twice already? Do you actively look for people who appear lost or in need

of assistance? Are you detecting uncertainty in a customer's voice that

shows he or she doesn't fully understand? When you are busy, do you recognize a customer who is

waiting and give a sign that someone will be available? Do you follow up with a customer to ensure that his or her

needs were met, even if by another team member? Do you walk customer to the next office?

Advanced Customer Service

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Advanced Customer Service

Final pointers

Thank customer for choosing GGU

Build relationships for the future• Think a step ahead—what’s the next thing

customer will need

• Pass the baton—escort person to next office

• Identify other ideas in your departments

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Golden Gate University Customer Service Standards

 

We have committed ourselves to provide exceptional customer service, delivered consistently throughout all administrative and

academic departments of Golden Gate University. To support our commitment, we have established guidelines to follow to

ensure that all members of the Golden Gate University community are treated courteously, promptly, and respectfully in

person, by telephone, through the Internet and in email correspondence.

 

General Guidelines:

·         Make eye contact, smile, say hello when people enter. Your greeting will set the tone.

·         Treat all people just as you would want to be treated: with courtesy and respect.

·         Behave in a consistently professional manner to all people.

·         Remain sensitive to diversity of all kinds.

·         Adhere to posted office hours.

 

Telephone Guidelines:

·         Answer the phone with a smile.

·         Utilize a script for dialogue protocol.

·         Designate a live person to answer calls. Design and put in place a system to rollover calls.

·         Answer phone calls by the third ring.

·         Identify your name and the department, school or region.

·         Return all calls and messages within one business day.

·         Record an out-of-office greeting on voicemail when absent from the office.

·         When another department needs to be involved, transfer the call to the appropriate party, identify problem and introduce the caller.

·         Ask permission before putting someone on hold. Do not put someone on hold for more than two minutes. Check back frequently with callers

who are on hold.

 

E-mail Guidelines:

·         All e-mail inquiries should receive a response within one business day.

·         Remember that e-mail is a business communication tool. Proofread your e-mail before sending.

·         Do not use e-mail to resolve interpersonal conflicts.

·         Use automatic return replies when you are out of the office (be sure the automated response is ONLY for the sender, NOT for cc’s).

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For your attention and participation

Thank you