uva feap mary sherman, lcsw, ceap 434-243-2643
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UVA FEAP Mary Sherman, LCSW, CEAP434-243-2643
STRATEGIES FOR ADVANCED CUSTOMER SERVICE
Click icon to add pictureGOALS FOR TODAY
CHARACTERISTICS OF DIFFICULT CUSTOMERS
POWER OF SELF AWARENESS and SELF CARE
POWER OF EMPATHY
POWER OF L.A.S.T. APPROACH
POWER OF AFFECTIVE LISTENING and WISE RESPONSES
WHEN TO SEEK BACK UP
EXAMPLES AND DISCUSSION
CHARACTERISICS OF DIFFICULT CUSTOMERS
Characteristics of your toughest customers?
TYPICAL CHARACTERISTICS DESCRIBED
• High emotional charge• Demanding tone• Not thinking straight• Unrealistic expectations• Frustrated, exhausted, • intolerant• Loud• Not wanting to listen• Too many things coming at once• Presses my buttons, stresses me out, makes
me angry
“No one can drive you crazy, unless you hand over your keys”Learning how to manage your own stress response:•serves you well in many ways •helps you diffuse conflict around you
Victor Frankl, MDBetween a stimulus and our response, there is space. And it’s in this space that we choose our response. Our power and freedom lie in our response.
HANGING ON TO YOUR KEYS
SELF AWARENESS
WISDOM OF GOOD SELF CARE
WORK LIFE BALANCE
MANAGING YOUR OWN STRESS RESPONSE – (I.E. Breathing)
REMEMBER THE GOAL
KNOW WHEN TO STEP AWAY
KNOW WHEN TO ASK FOR HELP
Stepping back……
Pausing to regroup or catch your breathe Pausing to make wise triage decisions Passing the baton to a colleague Know and listen for your body clues that
it’s time to pause
The POWER of EMPATHY
WALK A MILE IN HER SHOES
POWER of EMPATHY
How do you feel toward a customer if you think of
them as “Just being mean, OR difficult”?
POWER of EMPATHY
How do you feel toward a customer if you think:
They must be having a very bad day They must be scared They must be exhausted They are out of their element They are feeling discarded or ignored
The Power of Empathy
What do you know is true about most of the upset customers you serve?
The POWER of L.A.S.T
L = LISTENA = ACKNOWLEDGES = SOLVET = THANK
The Power of Effective Listening
Have you ever…. Tried speaking to someone about something
that is really important to you and you weren’t sure they were even listening?
Or by their response you can tell that they didn’t come close to hearing your point
OR they immediately dismissed what you were trying to tell them and “blew you off”?
How did this feel?
TIPS to achieveEFFECTIVE LISTENING
undivided attention Put aside distracting thoughtsAvoid mentally preparing a rebuttal
Make a conscious effort to hear not only the words the other person is saying, but also try to completely understand the message they are sending
non-verbal communication Notice their body language, and expression Awareness of your own body language and expressions
Show you are listening and Interested
Look at the speaker directly Maintain eye contact Nod occasionally Smile and use other kind facial
expressions Note your posture and ensure it is
inviting Minimal encouragers like, “yes”, “uh
huh”, “I see”,
ACKNOWLEDGGE(Provide feedback)
Reflect what is being said by paraphrasing:
, “What I’m hearing you say is”, OR
“sounds like you are saying”, OR
“it seems your biggest concern is “
Solve
After acknowledging their concern/need,FOCUS on what you can SOLVE
Think ahead as much as you can re: how best to respond to the most frequent and most difficult issues
SOLVE– cheat sheet
SOLVE – cheat sheet
WHAT THEY WANT WHAT I CAN DO BEST WAY TO SAY IT
A book from Ivy Stacks (they've traveled on the weekend and we can't retrieve until Monday
Offer to send it to them on ILL (they would need to request it from their local library)
We'd be happy to work with your local library to send the volume to you on interlibrary loan.
Guest computer user - wants to use a computer for longer than an hour for non-research purposes - email. User argues that "these are state computers and I pay taxes."
Explain that the computers are for academic or research use. Other uses are secondary. Explain that our primary users are UVA students, faculty and staff. The public may use the machines, but for research use.
SOLVE– cheat sheetSOLVE – cheat sheet
WHAT THEY WANT WHAT I CAN DO BEST WAY TO SAY IT
User wants to use a staffphone for a long distance call.
Explain that staff phones are not for long distance calls by our researchers. If it's a research call we might be able to help, but if it's personal suggest where a pay phone might be.
Two users are in an argument and being somewhat loud and disruptive.
Explain that they are interrupting others and should continue their conversation somewhere where they won't disturb other researchers and studiers.
We can't find a book on the shelves even though VIRGO says it should be there. User is exasperated and impatient.
We try our best to be sure the books are in the proper place, but sometimes there are problems. We can search further and notify you when we find the book. You can put in an ILL request for the book.
Behind the scenes
Behind the scenes planning to address big picture issues
Problems Follow up Time frame
KNOW WHEN TO SEEK BACK UPor move to less disruptive spot
Disruptive to other customersThreatening tone, words or postureEscalating behaviorinconsolableYou feel unsafe at all
Any questions?
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