the customer experience - tamcar materials/spring 201… · phone etiquette wait, i have to turn on...

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The Customer ExperiencePresented by your BBB® Serving Middle Tennessee

WHY?

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CUSTOMER LOYALTY

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“The toughest thing about the power of TRUST is that it’s very difficult to build and very easy to destroy.

The essence of TRUST building is to emphasize the similarities between you and the customer.”

Thomas J. Watson

Great Customer Service Begins With PRIDE

Companies do not create products,

deliver services or solve problems;

PEOPLE DO!

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“Respect yourself and others will respect you.”

CONFUCIUS

WHY FIT IN WHEN YOU WERE BORN

TO STAND OUT?

DR. SEUSS

The choice to be better than good-to be GREAT-

is yours.

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How Do You Build Trust?

Trust Is Earned When

Everyone’s Interests Are Considered

And Respected

Good Communication Skills Are The Key To

Building TRUST

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Communication

A Continuous Process

Interaction Between People

To Share Facts, Thoughts, Ideas

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MAKE A GOOD FIRST IMPRESSION

Non-Verbal Communication

A bad attitude can't be masked by the best

telephone or professional etiquette.

It colors the entire interaction.

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Smile

Sit Up Straight

Talk Slowly

Know Your Stuff

Practice

Confidence

Soft Skills

Listening Empathy Positivity

“If we were supposed to talk more than listen, we would have two

tongues and one ear.”Mark Twain

ACTIVE LISTENING

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PATIENCE

Make Notes Of Key Points

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Avoid Personal Prejudice

ASKEffective

Questions

Paraphrase Their Point

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EMPATHY

BE THE CUSTOMER

LISTENING

EMPATHETIC

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Avoid Fault

FOCUS ON FINDING A SOLUTION

Empathetic Statements“I realize how complicated it is to…”

“I cannot imagine how upsetting it is to...”

“I know how confusing it must be when…”

“I can understand your concerns about…”

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In a customer service environment, the language used can have a huge impact on how the customer perceives

the service.

WHEN YOU

ANSWER THE

PHONE, YOU

ACTUALLY

BECOME THE FACE OF YOUR COMPANY

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Phone Etiquette

Wait, I have to turn on my Customer Service voice to talk to you.

• Brand The Call• State Your Name

Project Good Voice Quality

Avoid Slang-Business Jargon

Permission to Place on Hold

Transferring a Call

Language

Make a Good Impression

Thank Customer

Offer Additional Assistance

Let Customer Hang Up

First

Closing With A Customer

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Written Communication

3 keys to setting TONE in written communication

•Word Choice•Formatting•Emotional State

EMAIL

Check Email Daily

Think Twice Before “Reply All”

Email lives on FOREVER

Subject Line is Important

Copying – Using cc

Proofread

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Listen to the customer.

I just like to smile, smiling is my favorite.

SMILE

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Be honest about risks.

SHOW random acts of kindness.

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SHOW APPRECIATION

Your customer may NOT always be right,

but they are always the customer.

Why Customers Complain

Confused Defending Ego

Feel Ignored

Treated Poorly in the Past

Wait Times

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A small request fulfilled can often leave a very positive impact on a customer.

Why is it so hard to say NO?

Not Prepared

Not a Good Fit

You’re Overloaded

Request is Unrealistic

Can’t Meet Expectations

Not Aligned With Vision

Knowing When To Say NO

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Respond Promptly

Treat each “no” as the first one of the day.

and Repeat

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Give Reasons for Decline

Offer An Alternative

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Once Again...

LISTEN

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Don’t forget your happy customers.

Time

Barriers of Learning

Information Emotions

Foster a Growth Mindset

Establish Goals

Ask QuestionsPractice

Teach

Assuming Ownership

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Utilize Resources Timeliness

Hard Work Persistence

Building Customer Loyalty

Use Customer

Names

Listen to Understand

Be ResponsiveCommunicate

Regularly

Involve the Customers

Understand Company Mission or

Vision

BBB.org/nashvilleBBBNash@gobbb.org