What do all of these have in common?

Be a One Shot

Impression Maker

Victoria CollegeStudent Services

DivisionCustomer Service

TrainingOctober 2012

Be a One Shot

Impression Maker

Part 1: Attitude - The One Shot MakerShowing that you care about your customers

Part 2: How to make a Sweet ImpressionLearning how to “find” out what your customers want and/or need.

Part 3: How to Sweeten the Sour ImpressionHandling Customer Complaints

Part 4: The Silent Impression MakerBody Language & Tone of Voice Speak Louder Than Words

Customer Service

You are among the growing group of people who have joined a service organization dedicated to meeting the needs and wants of our customers.

The expectations of our customers are very high; it is your responsibility to accommodate those needs with the highest standards of service and quality.

Customers are satisfied when their expectations – not yours are met or exceeded.

Customer Service is an attitude perhaps even more than a function. It is HOW not WHAT we do!!

To provide great service you must have a sincere willingness to serve people.

Customer service is the ability to provide a service in the way it has been promised while treating customers with respect, individuality, and personal attention.

Part 1: Attitude - The One Shot Maker Showing that you care about your customers

Good Customer Service = Customer Satisfaction

Offering extraordinarily, fabulous, soul-enriching service feels good – actually it feels great – and makes

your job much more enjoyable

But, Hold on!! There is something

in this for you:

Self Serving Reasons for Making a Great Impression

You will be providing VC ExcellenceYou will be viewed with admiration and respect

by peers, customers, friends, and familyYou will experience the awesome, thrilling

power of making something good happen for someone.

You will sleep well at night.No doubt you can think of many more reasons

to be an excellent customer service provider!!

Successful customer encounters always leave the customer feeling valued. Below is a list of actions that may cause customers to feel unvalued. Be honest – have you ever done any of these??

Failing to greet customers when they walk up to you.

Not making eye contact when talking with a customer.

Making customers stand in long lines.

Handing off a customer several times.

Doing paperwork when talking to a customer.

Trying to handle two customers at once.

Allowing a coworker to interrupt when talking to a customer.

Answering the phone when talking with a customer.

Not using good questioning and feedback skills when handling a customer’s problem.

Wasting a customer’s time through inefficiency.

Failing to follow up on what you said you would do.

Part 2: How to make a Sweet ImpressionLearning how to “find” out what your customers want and/or need.

Perception = RealityWhat you think may vary from the customers’

perception of their wants and/or needs.

It is important that we understand the customer and know what they expect from us.

If we do not take the necessary steps to find out, we will never be able to provide excellent customer service.

One way to make a Sweet Impression is to ask the right questions.

The next way to make a Sweet Impression is to LISTEN!!

Part 2: How to make a Sweet ImpressionLearning how to “find” out what your customers want and/or need.

Remember the Customer is our GUEST

G- Greet the customer

U- Understand the customer needs

E- Explain products, special offers

S- Suggest additional items

T- thank the customer

Part 3: How to Sweeten the Sour ImpressionHandling Customer Complaints

Research also tells us that 95% of all customers will be satisfied if we resolve their complaint on the spot. And - surprise, surprise -these customers feel better about you than they did before they made their complaint. This results in a “loyalty affect” and sky high satisfaction.

It is HOW we handle their complaint not that we solve the problem.

Why are Customers SOUR??• They found fault with the product

• They did not receive what they expected or were promised

• Rude employees

• Indifferent employees

• A “can’t do” attitude was communicated by an employee

Part 3: How to Sweeten the Sour ImpressionHandling Customer Complaints

Recognize that the customer is not angry at you personally.

Part 3: How to Sweeten the Sour ImpressionHandling Customer Complaints

Do not send the customer to someone else when they come to you for help.

SMILE!!!Allow the customer to vent. Don’t be defensive.Listen - really listen - to the customer’s

problem. Do not interrupt while the customer is talking. Listen for the real problem… what is at the heart of this complaint.

Do not agree or disagree when someone is complaining – just listen.

Acknowledge that a problem really does exist – remember perception is reality.

Don’t assume anything, get all the information you need to be able to help the customer. Remember your open and closed probing questions.

Repeat the facts as you understand them back to the customer and ask, “Do I understand that….? Have I missed anything?”

Remember that the effort you are making is more important than the actual solution.

Tell the customer what you CAN do, not what you CAN’T do.

Tell the customer what you are going do to solve the problem and ask if this is OK.

Part 3: How to Sweeten the Sour ImpressionHandling Customer Complaints

Use good judgment, if what the customer wants is beyond your capacity to provide – tell them you will get right back to them and go to the manager. Always get the customer’s name and be sure to get their phone number if the complaint came as a call.

Now fix the problem fast and completely.When working on a customer’s complaint,

remember the customer is always right!And finally, stay in control of your emotions at

all times!!!

Part 3: How to Sweeten the Sour ImpressionHandling Customer Complaints

Part 4: The Silent Impression MakerBody Language & Tone of Voice Speak Louder Than Words

What does your Body Language

tell your customers about you???????

VERBAL◦The words you use are significant to

your meaning.VOCAL

◦How you say things may be more important than what you actually say

VISUAL◦Non-verbal or body language is 75%

of communication.

Part 4: The Silent Impression MakerBody Language & Tone of Voice Speak Louder Than Words

VerbalThe words you use are significant to

your meaning!!!Are your words encouraging?Do your words provide a supportive

environment?Are your words negative or positive

in nature?How often do you begin a sentence

with “No” or “I can’t”?Are your words demeaning,

defensive, and/or condescending?

VocalHow you say things may be more important than what you actually

say!

Word Emphasis changes the meaning of what you are saying

Change the meaning of the below sentence by putting emphasis on a different word each time you say it.

“I think Mary can do that”

Visual – Body LanguageNon-verbal or body language is

75% of communication

Six attitudes communicated through body language

1. Cooperation

2. Insecurity

3. Frustration

4. Defensiveness

5. Confidence

6. Openness

Part 4: The Silent Impression MakerBody Language & Tone of Voice Speak Louder Than Words

Your BODY and

TONE says it ALL!!

Be a One Shot

Impression MakerYOU ONLY HAVE

ONE SHOT TO MAKE A GREAT FIRST IMPRESSION!!!