BALANCING LIFE’S ISSUES, INC.
Collaborative Customer Service
Goals &Objectives
Introductions: who are you and who do you serve?ChallengesEffective Professional Customer Service
Communication Stress ManagementFinal comments, Action plans and evaluations
Key Behaviors for Effective Professional Customer Service Communication
Active Listening ~ Active LearningService OrientationOral Expression Cooperation ~ CollaborativeSelf Control Adaptability ~ Flexibility Concern for Others
Active Listening ~ Active Learning
Give full attention to what other people are sayingTake time to understand the points being madeAsk questions as appropriate, don’t interruptUnderstanding the implications of new information
for current and future problem-solving decision-making
Service Orientation
Service Mindset ~ AttitudeActively looking for ways to helpInitiativeDependabilityAttention to detail
“If I understand you correctly, you’re saying that exceeding expectations is important but it’s even more important to consistently meet expectations.”
~~Raving Fans
Oral Expression
The ability to effectively communicate information and ideas in speaking so others will understand
Hint: body language can still help convey the message even over the phone!
Cooperation ~ Collaboration
Demonstrating a cooperative, flexible attitudeFriendly, knowledgeable approachUsing a collaborative approach to problem
solvingEnlisting caller’s help in solving the problem
Self Control Keeping emotions in check
Controlling anger/frustration Avoiding aggressive
behavior/approach, even when dealing with very difficult people
You must analyze why the person is difficult.You must analyze why the person is difficult.
Are they….Are they….
Mean Tired Stressed Contrary Defensive Talkers Needy
Unreliable Criticizers Competitive Spot-lighters Unpredictable People who have to
have the last word
Define “Difficult”
Step by Step Guide to Dealing
Do you want to or must you improve the relationship?
Start by looking at yourself.
Talk to a colleague or positive support person for insight
Remember: to move a relationship forward you must be
willing to take action.
Best Practices
Respond rather than react.
You can control your emotions and words.
Use “I” throughout conversations. “I feel this is an
issue.”
It is not about “winning” it is moving the
relationship forward.
“No one can make you feel inferior without your
consent.” Eleanor Roosevelt
Use your personal remote control
Keep the volume low
Tune in to the right channel
Focus attention on the program in front of you
Relax
Rewind and replay
Remember
Control your actions and reactions
Discretion is a friend
Conflicts are part of life
Be specific
Assume nothing
The Five R’s
1. Reward2. Restate3. Respond4. Recheck5. Respect
Adaptability ~ Flexibility
Being open to changeDemonstrate resourcefulnessBuild a reputation as a problem solver
Concern for Others
Be sensitive to other’s needs and feelingsRemember the “Golden Rule”Increase your personal “EQ”
Stress Management
Some facts about stress:Stress by definition is
simply a reaction to a situation and our perception of the effect that situation on us
There is both good stress and bad stress
Everyone reacts to stress differently
How do you know when you are stressed?
Trigger happens, nervous system responds with increased adrenaline and cortisol
Body ready for action Heart pounds faster Muscles tighten Blood pressure rises Breath quickens Senses sharpen
Questions to ask:Questions to ask: Inner Stresses Inner Stresses
What sets you off?What is your personal
stress threshold?
Comparing yourself to others
Unrealistic expectationsFear of failure/successOuter StressesMoneyWeight ChildrenFamily
Identify Stressors
Best Practices for Stress Management
Positive Attitude/Productive ApproachGood Nutrition Regular ExerciseConsistent SleepStrong Support SystemEffective Time managementFill up your cup!!Relaxation Techniques
Relaxation Techniques
Breathing Exercises stress follows your breath, keep it calm
Visualization Meditation Staying present
Resources
“Raving Fans” Ken Blanchard & Sheldon Bowles
“Emotional Intelligence” Daniel Goleman
“Who Moved My Cheese” Spencer Johnson
Customer Service