the world of customer service, 2e odgers 1 chapter 5 chapter 5 resolving customer problems and...
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The World of Customer Service, 2e Odgers
1Chapter 5
Chapter 5Chapter 5Resolving CustomerResolving Customer
Problems and ComplaintsProblems and Complaints
Objectives
Describe the activities involved in proactive problem solving
List reasons that customers complain and describe the process for handling those complaints
Discuss approaches to use when handling angry customers
The World of Customer Service, 2e Odgers
2Chapter 5
Solving Customer ProblemsSolving Customer Problems
Use Proactive Problem Solving and Customer Self-Service (CSS) to exceed customers’ expectations by anticipating and solving problems before they occur.
Example: At the time of sale, educate and inform buyers about extra costs and possible delays.CSS empowers customers to go to a company’s website and readily find information, view a bill, analyze service usage, compare rate plans, order new products and services.
The World of Customer Service, 2e Odgers
3Chapter 5
Solving Customer ProblemsSolving Customer Problems
When writing service-related email to customers, remember to
Restate the customer’s question in the opening paragraph of the emailUse headings to organize the emailMake the email brief by linking to detailed information onlineUse consistent formatting to indicate procedures or instructionsWrite for easy reading and comprehension
The World of Customer Service, 2e Odgers
4Chapter 5
First-Call Resolution (FRC)First-Call Resolution (FRC)
FCRs are calls that CSRs resolve on that first call by the customer.
FCRs positively affect a company’s bottom line because nearly 80% of the time and cost of providing customer service is spent on service resolution.
The World of Customer Service, 2e Odgers
5Chapter 5
The Quiet CustomerThe Quiet Customer
Categories of the Quiet Customer1. The Satisfied Client
2. The Accumulator
3. The Thinker
4. The Runner
5. The Busy Bee
The World of Customer Service, 2e Odgers
6Chapter 5
ResolvingResolvingCustomer ComplaintsCustomer Complaints
The overriding reason customers complain is because their expectations for the product or service have not been met.
Why customers complain:Poor service or product qualityLower prices elsewhereCSRs lack of knowledgeCompany policies that create bureaucracyCSRs inability to solve problemsInflexible serviceSlow responses
The World of Customer Service, 2e Odgers
7Chapter 5
Steps in the Complaint–Steps in the Complaint–Handling Process Handling Process
1. Screen and log in information
2. Listen
3. Empathize
4. Solicit feedback
5. Apologize
6. Deliver bad news positively
7. Take ownership and formulate a solution
8. Communicate a solution
9. Follow up
The World of Customer Service, 2e Odgers
8Chapter 5
Problem-Solving ProcessProblem-Solving Process(Five Steps)(Five Steps)
1. Identify the problem
2. Analyze the problem
3. Identify decision criteria
4. Develop multiple solutions
5. Choose the optimal solution
The World of Customer Service, 2e Odgers
9Chapter 5
Dealing withDealing withUnruly CustomersUnruly Customers
Why customers get angry:The customer didn’t get what was promised or what was expected.
Someone was rude to the customer.
Someone was indifferent to the customer.
No one listened to the customer.
The World of Customer Service, 2e Odgers
10Chapter 5
Customer Emotions and Customer Emotions and Service RecoveryService Recovery
When customers are dissatisfied, they become difficult, frustrated, and quick to anger.A genuine apology is an excellent first step to diffuse customer anger.Know the difference between trigger phrases and calming phrases when dealing with customer emotions.Service recovery examples: cash refunds, credits, discounts, and apologies.
The World of Customer Service, 2e Odgers
11Chapter 6
Chapter 6Chapter 6Recovering From and Winning Recovering From and Winning
Back the Angry CustomerBack the Angry Customer
Objectives
Describe the five types of customers who defect and why they do so
Describe the various types of feedback survey instruments
Identify ways to recover from an angry customer
Identify the key points of a win-back message
The World of Customer Service, 2e Odgers
12Chapter 6
Understanding Why Understanding Why Customers LeaveCustomers Leave
1. Unintentionally pushed-away
2. Intentionally pushed-away
3. Pulled-away
4. Bought-away
5. Moved-away
The World of Customer Service, 2e Odgers
13Chapter 6
Understanding Why Understanding Why Customers LeaveCustomers Leave
Indications that a customer is defectingThe squeaky wheel
The product return
The quiet customer
A slow pay
Falling revenue and reduced sales volume
The World of Customer Service, 2e Odgers
14Chapter 6
Getting FeedbackGetting Feedbackfrom Customersfrom Customers
Feedback ToolsWeb-based surveys
Mailed surveys
Telephone surveys
Comment cards
Focus groups
Feedback forms
The World of Customer Service, 2e Odgers
15Chapter 6
Issues to Measure on Issues to Measure on Feedback SurveysFeedback Surveys
Ability to meet deadlines and on-time deliveryAccurate invoice amountsClear and helpful invoicesClear and helpful quotes, estimates, and proposalsFollow-through on commitmentsOverall value and range of products and services
Presence of competent people and helpful CSRsPriceProblem-resolution approachPrompt problem solvingPrompt shipmentsQuality of product or serviceShipments that match orders and specifications
The World of Customer Service, 2e Odgers
16Chapter 6
Feedback SourcesFeedback Sources
Employees
Comment cards
Competition
Documentation and records
Mail surveys
Telephone surveys
The World of Customer Service, 2e Odgers
17Chapter 6
The Mystery ShopperThe Mystery Shopper
A third-party person who anonymously and objectively evaluates a business relative to customer service, product quality, store presentation, and other areasThese evaluators follow specific instructions during visits, complete written reports, and help to identify strengths and weaknesses of the business being visited
The World of Customer Service, 2e Odgers
18Chapter 6
Interpreting Customer Interpreting Customer FeedbackFeedback
Use thorough data-gathering and analysis techniques before acting on complaints.Do not spend lots of time, energy, and money gathering complaint data and then do nothing with it.Do not take feedback results personally.Inform customers about the impact their feedback has had on the way issues will be addressed.
The World of Customer Service, 2e Odgers
19Chapter 6
Recovering from the Recovering from the Angry CustomerAngry Customer
Listen and empathizeApologizeFix the problem quickly and fairlyKeep your promisesMake realistic and achievable promisesThank the customerOffer some form of compensationFollow up
The World of Customer Service, 2e Odgers
20Chapter 6
An Effective Win-Back PlanAn Effective Win-Back Plan
Win-back messages shouldAcknowledge the customer’s past patronage
Point out improvements and changes made since the customer’s decision to stop buying
Emphasize the ease with which the customer can re-engage and place another order
Provide a financial incentive, if possible
The World of Customer Service, 2e Odgers
21Chapter 7
Chapter 7Chapter 7Problem-Solving, Time and Stress Problem-Solving, Time and Stress
Management SkillsManagement Skills
Objectives
Describe the steps involved in solving customer problemsIdentify techniques to better manage timeDiscuss the importance of stress managementArgue the difference between positive and negative stress
The World of Customer Service, 2e Odgers
22Chapter 7
Practicing Problem-Practicing Problem-Solving SkillsSolving Skills
Problem solving with customers is a process that involves four steps:
1. Determine whether the situation is a disagreement or a true conflict of interest.
2. Analyze your interests and the customer’s interests.
3. Brainstorm solutions and generate ideas together.
4. If step 3 doesn’t resolve the situation, make some mutual low-priority concessions.
The World of Customer Service, 2e Odgers
23Chapter 7
Practicing Problem-Solving Practicing Problem-Solving SkillsSkills
The price of service goes up when complaints are passed on to the next level in the organization.
Accessibility, ownership, explanation of policies, and follow-through promote effective problem solving in the most efficient manner.
The World of Customer Service, 2e Odgers
24Chapter 7
Improving Time-Management Improving Time-Management SkillsSkills
While organizing your time, ask yourself:What do I want or need to do that I am currently not doing?
What do I want or need to complete that has not yet been completed?
What do I want or need to start that has not yet been started?
What do I want or need to say that I am not saying?
The World of Customer Service, 2e Odgers
25Chapter 7
Time-Management TipsTime-Management Tips
Know your purpose
Keep your time in perspective
Plan ahead
Set your priorities
Break a project into smaller pieces
Pace yourself
The World of Customer Service, 2e Odgers
26Chapter 7
Procrastination andProcrastination andTime ManagementTime Management
Procrastination is the act of putting something off and comes in several forms:
Not wanting to do the task
Interrupting yourself
Making the project too big
Convincing yourself of defeat
Rationalizing it away
Feeding poor self-esteem
The World of Customer Service, 2e Odgers
27Chapter 7
Organizational SkillsOrganizational Skills
Some activities to use as a matter of routinePrepare a monthly schedule
Prepare a file folder for each item on your schedule
Rely on technology
Organize your work area
Manage your communications
The World of Customer Service, 2e Odgers
28Chapter 7
Understanding StressUnderstanding Stress
When unregulated, uncontrolled, or ignored, stress can be harmful to your health and well-being.
Conversely, too little stress can lead to apathy, fatigue, and illness.
The key is to find and maintain a personal balance that works for you at each state of your life.
The World of Customer Service, 2e Odgers
29Chapter 7
Stress: Causes and Stress: Causes and Ways to ReduceWays to Reduce
Causes of StressLack of control
Lack of confidence or self-esteem
To reduce stressDon’t worry
Set goals
Finish unfinished business
Resolve conflicts
The World of Customer Service, 2e Odgers
30Chapter 7
Managing StressManaging Stress
Pay attention to yourself
Don’t try to control everything
Alter your lifestyle
Change your thinking
Create an outlet
The World of Customer Service, 2e Odgers
31Chapter 8
Chapter 8Chapter 8Communication EssentialsCommunication Essentials
ObjectivesExplain each of the elements in the communication processIdentify the behaviors of people who communicate using different communication stylesCompose examples of open, probing, closed, alternative choice, leading, and direct questionsUnderstand the fundamentals of business writing
The World of Customer Service, 2e Odgers
32Chapter 8
The Basics of The Basics of CommunicationCommunication
Communication has been successful if there is shared understanding between two or more persons.
Seven elements in the communication model
1. The sender
2. The receiver
3. A message
4. Signals
5. The brain
6. Shared understanding
7. Feedback
The World of Customer Service, 2e Odgers
33Chapter 8
Service-Oriented Service-Oriented CommunicationCommunication
Listening skills that make the other person feel heardQuestions framed in a respectful mannerA willingness to perform the work needed to reach a desired goalAn ability to remain calm and centered, despite chaos or challenge
Flawless follow upA demonstrated understanding of the other person’s perspectiveAn ability to anticipate the client’s needsA calm and pleasant tone of voiceHonest communicationEase with admitting fault
The World of Customer Service, 2e Odgers
34Chapter 8
Communication StylesCommunication Styles
Aggressive–closed-minded, listens poorlyFosters resistance, defiance and retaliation
Passive–indirect and hesitant to say what is on the person’s mind
Tends to agree externally, while disagreeing internally
Assertive–an effective active listenerIs open to negotiating, bargaining, and compromising in ways that everyone wins
The World of Customer Service, 2e Odgers
35Chapter 8
Communicating with Communicating with Customers in PersonCustomers in Person
When asking questions, use an assortment ofOpen questions
Probing questions
Closed questions
Alternative choice questions
Leading questions
Direct questions
The World of Customer Service, 2e Odgers
36Chapter 8
Communicating with Communicating with Customers in PersonCustomers in Person
When answering questions, firstUnderstand the questionDecide whether you know the answerRemember, you are the expertTake enough timeSmileNever answer a question with a questionBe careful with your powerWhen you don’t know, admit it
The World of Customer Service, 2e Odgers
37Chapter 8
Positive Language versus Positive Language versus Negative LanguageNegative Language
Positive LanguageProjects a helpful, encouraging feeling rather than a destructive, negative one
When used, it softens the impact of unpleasant news
Negative LanguageConveys a poor image to customers and may cause conflict and confrontation where not necessary or desired
Examples of negative words: cannot, won’t, will not
The World of Customer Service, 2e Odgers
38Chapter 8
Fundamentals of Business Fundamentals of Business WritingWriting
CSRs need to compose documents (emails to formal letters) that educate, persuade, inform, or enlighten the customer.
Most important strategy when writing is to be clear.
The costs of sloppy and poorly written documents with spelling and grammatical errors can be staggering to organizations.
The World of Customer Service, 2e Odgers
39Chapter 8
Steps to Use when Writing Steps to Use when Writing Business DocumentsBusiness Documents
Identify the audience, then put yourself in your audience’s shoes as you write for understanding.
Write clearly with a purpose in mind.Present your message in concise, easy-to-understand, and grammatically correct language.
Get to the point by presenting your primary message or call to action as quickly as possible.
The World of Customer Service, 2e Odgers
40Chapter 8
Use the Proper ToneUse the Proper Tone
Tone refers to the writer’s attitude toward the reader and the subject of the message.
Be confident
Be courteous and sincere
Use nondiscriminatory language
Stress the benefits for the reader
The World of Customer Service, 2e Odgers
41Chapter 9
Chapter 9Chapter 9Customer-Focused Listening SkillsCustomer-Focused Listening Skills
ObjectivesDistinguish among the three levels of listening.Explain the importance of active listening.Develop techniques for becoming an effective listener.Describe barriers of effectively communicating and listening.Identify techniques for communicating with ESL speakers.
The World of Customer Service, 2e Odgers
42Chapter 9
Three Levels of ListeningThree Levels of Listening
Level 1 ListeningCharacterizes a good listener who suspends judgment, is empathetic, and who listens with a high degree of understanding and respect
Level 2 ListeningDescribes a listener who mainly listens to words, but does not fully understand what the words mean
Level 3 ListeningDescribes a listener who may be daydreaming, forming a premature reply or faking attention
The World of Customer Service, 2e Odgers
43Chapter 9
Active ListeningActive Listening
Means listening with your whole mind and body—not just your earsFive strategies that help improve active listening skills
1. Be ready to listen2. Be ready to take notes3. Demonstrate that you are listening4. Ask questions5. Restate the customer’s points
The World of Customer Service, 2e Odgers
44Chapter 9
Strategies forStrategies forEffective ListeningEffective Listening
Realize that listening is hard workMake good use of the thought-speech ratioSeek to listen in more than one wayGive the speaker spaceDon’t begin speaking the moment the person stops talkingDevelop an open posture that encourages the other person to talk
The World of Customer Service, 2e Odgers
45Chapter 9
Listening TechniquesListening Techniques
1. Pay attention
2. Be courteous
3. Nod your head
4. Repeat the statement
5. Don’t be judgmental
6. Ask follow-up questions
7. Listen with your entire body
8. Respect the other person
The World of Customer Service, 2e Odgers
46Chapter 9
Three Types of FeedbackThree Types of Feedback
Reflective feedback mirrors content and intent“If I understand you correctly, what you are saying is…”
Responsive feedback characterizes the listener’s feelings
“When you [action], I feel [reaction].”
Reactive feedback reaffirms the speaker’s message
“I had a similar experience. It was…”
The World of Customer Service, 2e Odgers
47Chapter 9
Passive Listening and Passive Listening and Selective ListeningSelective Listening
Passive listening is characterized by hearing without sending any feedback
It offers no indication of acceptance or rejection of the message.
Selective Listening is hearing only what you want to hear, filtering out what is not important or of no interest to you.
The World of Customer Service, 2e Odgers
48Chapter 9
Empathetic ListeningEmpathetic Listening
Empathy is seeking to understand the other person’s position without getting emotionally involved yourself.Putting yourself in the customer’s place can help you analyze the message from his her perspective.
Guiding principlesBe attentiveBe interested in the speaker’s needsListen with a caring attitudeAct as a mirrorDon’t get personally involvedUse verbal cues
The World of Customer Service, 2e Odgers
49Chapter 9
Roadblocks to Roadblocks to Communicating and ListeningCommunicating and Listening
1. Judging or criticizing
2. Naming or labeling
3. Commanding or ordering
4. Moralizing
5. Diverting
6. Advising
The World of Customer Service, 2e Odgers
50Chapter 9
Effective Communication Effective Communication with Non-Native Speakerswith Non-Native Speakers
ESL (English as a second language) customers have studied English and generally comprehend it, but may have difficulty speaking it for several reasons.
To help these speakers
Avoid making judgments about incorrectly accented speech
Be a patient listener
Don’t finish the speaker’s sentences
Don’t correct grammar and pronunciation errors
Don’t pretend to understand