1st Team Project SST 3203 Customer Service

1st Team ProjectSST 3203 Customer ServiceTeam MembersLisaSheldon

MichealRamseyTrentThe following is our teams top 6 chosen items that we felt should be found in a customer service rubric.How can you measure Quality Customer Service?Rubric0123AppearancePajamas, Grunge, Inappropriate Casual, Not appropriateProper dress, not hygienicClean and professionalBody LanguageSlouch - close body - signal desire to leaveLeaning back, fidgeting, getting in customer's spaceDefensive positionOpen arms, stand tall, lean forwardRubric Continued0123ListeningBlank face, no eye contactRandom glance, few commentsSome eye contact, but not fully engaging with the customerEye contact 90% of the time, rephrase, nodToneMonotone, robotic, disrespectfulCommunicating, but no feeling, don't careListening, talking, but rushedLots of voice fluctuation, upbeat attitudeRubric Continued0123ProfessionalismUnprepared, late, inappropriateOn time, distracted, not focusing on customerMostly prepared, disorganized, fumblingMostly prepared, disorganized, fumblingSubject KnowledgeMaking it up as they goSome knowledge, but rely on support for answersKnows most information, but not memorized, relies on notesCan answer any questionOur Training Today0123ProfessionalismUnprepared, late, inappropriateOn time, distracted, not focusing on customerMostly prepared, disorganized, fumblingPrepared, organized, genuineWill focus on:Professionalism

It doesnt take the consulting of your crystal ball to know who your number one asset is! The Customer

Without them you find yourself here!Customer SatisfactionRequires 100% of your attention.Step 1 Never stop communicating with your customer!Keep files updated

Step 2 Always update your customer relationship management files.

You will understand your customers needs. Important dates. Past historyFuture possible needsBest method of contact

Product knowledgeStep 3 You must know your product inside and out.

It gives you the ability to: Answer all your customers questions with confidence. Turn product features into benefits. Ability to overcome product misunderstandings.

When Meeting

Step 4 Be Punctual & Prepared

Even better, be early to allow yourself more time to prepare.If being late cant be avoided, call your customer in advance, it shows respect for their time. Have all presentation material out and ready. Prepare and rehearse all material in advance. Respect your customer

Step 5 Confidentiality

Your customers information is private and highly privileged information entrusted to you.Entertaining or spreading rumors about your customer will end your relationship. To gain their trust you yourself must be trustworthy Bring More

Step 6 Circumspection

Be cautious and prudent.Read between the lines. Diplomatic Resolve not create or encourage conflict. Have a contingency plan. Attention!

Step 7 Focus on the customer

Face the customer.Eliminate all distractions.Stay on task.Dress for the occasion to avoid embarrassing your customer.Ask open ended questions to better understand your customer. Are you listening?

Step 8 Actively Listen

Make eye contact.Nod to show your listening.Rephrase questions.Tone of voice.http://www.kantola.com/Listening-Under-Pressure-PDPD-52-K.aspx ConclusionCustomer satisfaction requires 100% of your attention1. Never stop communicating with your customers. 2. Keep updated Customer Relationship Management files. 3. Know your product inside and out. 4. Be punctual and prepared. 5. Confidentiality. 6. Circumspection. 7. Focus on your customer. 8. Actively listen.