bsu customer service workshop march 2014

campus customers Michelle Baker phase(two)learning

Welcome!

Tell us about yourself!

• Your name

• Your role

• Something you’re hoping to

get from today’s session

Welcome!

Hi, I’m Michelle!

Learning Strategist, phase(two)learning

Manager, Learning & Development, Finish Line

Let’s connect!

LinkedIn

linkedin.com/in/mbaker826

Twitter

@MichelleLBaker

Blog

phasetwolearning.wordpress.com

Email

[email protected]

Today’s Agenda

• Welcome, introductions, session overview

• Reputation Matters

• Customer Service at Ball State Today

• Who is Your Customer?

• What are Your Customers’ Needs?

• How Does Your Customer Contact You?

• Can You Resolve the Issue?

• Handling an Upset Customer

• Exceeding Expectations, Building Relationships,

Making a Difference

• Action Planning

• Key Messages, Final Thoughts

matters

Why Do Customers Leave?

Let’s discuss:

Out of 100 customers, how

many leave because they…

Die?

Move away?

Influenced away by friends?

Lured away by competition?

Dissatisfied with product?

Receive an attitude of

indifference by the service

provider?

Source: American Society for Quality

The Good, the Bad and the Ugly

With your table group,

discuss your own

POSITIVE customer

service examples:

When did you have a great

customer experience… • At a store?

• In a Restaurant?

• Over the phone?

• Online?



discuss your own

NEGATIVE (or downright

UGLY!) customer service

examples:

When did you have a poor

customer experience… • At a store?

• In a Restaurant?

• Over the phone?

• Online?



fill in the blank:

“We want Customer Service at

Ball State to have the reputation

of being _______________.”

List as many traits, behaviors and

characteristics as you can think of

on your flip chart.

(We’ll discuss as a large group)

Regardless of your role or

which department you are in!

Systems or People?

Let’s discuss:

Looking at our lists of desired

“reputation goals,” will these be

achieved by SYSTEMS or

PEOPLE?

People make or

break an

organization.

Make it Real!

Time to reflect:

In your handout, write down

your key takeaway from this

section.

at Ball State Today

What’s working well today?

Let’s discuss:

Share some examples of GOOD

customer service today at Ball

State!

What’s working well today?

Let’s discuss:

What are some areas of opportunity

that would improve customer

service at Ball State?

If your campus customers were

sitting in this room, what would they

say about your department’s: • Reliability?

• Responsiveness?

• Empathy?

• Competence?

• Warmth?

• One-interaction resolution?

Make it Real!

Time to reflect:

In your handout, list the

following:

• What is working well for

you and your department?

• What are the areas of

opportunity for you and

your department?

Customer?

Who is your customer?

Let’s make a list of the

different customers

you serve…

• Your “campus customers”?

• People outside the university?

Internal vs. External Customers

What’s the difference

between an internal

customer and an

external customer?


Internal customer,

defined:

A customer within your

organization who uses your

products or services.

Who is your customer?

Let’s look at your

customers…

Who is “internal”, who is

“external”?

• Do you (should you?) handle

these customers the same or

differently? Why?

• Why does this matter?


External customer,

defined:

A client who is directly affected

or uses the organization’s

products or services.

Whether it’s an

internal (campus)

or external

customer, they

deserve your

best. Every time.

Make it Real!

Time to reflect:

In your handout, list the

following:

• Who are the customers

YOU serve?

• Are they internal or

external customers?

Customer

Customer Needs


discuss the potential

customer service needs

for the customer

“profile” you are

assigned.

Time limit: 5 minutes

(we will debrief as a group)

Ask better questions, get better information!

The 3-Step Accordion

Question Model:

1. Start with an open-ended

question to gather information

2. Follow with a closed-ended

question to confirm or clarify

what the customer said

3. Repeat until you have the

information you need

Asking better

questions will

yield better

information…

information you

can use to truly

serve and delight

your customers.

Make it Real!

Time to reflect:

What do you already know

about your customers’ needs?

In your handout, list what

you’ve already identified

about your customers’ needs.

How can you better interact

with a customer to learn more about his/her needs?

contact

What is “inclusive” customer service?

Inclusive Customer

Service:

Regardless of the method in

which a customer contacts

you, the experience should

be consistent and exceed

expectations.

Inclusive Customer Service at Ball State

How do customers

contact you?

• Face-to-face?

• Over the phone?

• By email?

• Via “snail mail”?

• On a website?

• Through social media?

• Through an app?

Advantages and Disadvantages


discuss the advantages

and disadvantages of

your assigned contact

method.

Time limit: 5 minutes

(we will debrief as a group)

How can we improve?

Each contact

method is vital to

providing

consistently

delightful customer

service!

How can we be more aware

of the service we provide in

each area?

delight campus customers

Regardless of

how customers

contact you, it’s

up to you to

discover their

need, exceed

their expectations

and truly delight

them!

Make it Real!

Time to reflect:

What channels do you use

regularly to interact with your

customers?

How can you use those

channels to personalize

interactions and truly delight your customers?

(you deserve it)

See you in 10 minutes!

resolve

What does the Customer need?

What are the common

issues or questions

your customer has?

• What are the challenges?

• How can you overcome the

challenges?

• What resources do you have

to provide solutions?

Make it Real!

Time to reflect:

What are your personal

customer service/issue

resolution challenges?

What are some potential

solutions to overcome these challenges?

What happens when you can’t fix the issue?

What are the

implications of being

unable to resolve a

customer issue?

• What are the challenges?

• How can you overcome the

challenges?

• What resources do you have

to provide solutions?

• How do you escalate an

issue?

Communicating Negative Information

How can you

communicate

NEGATIVE information

in a POSITIVE way?

• It’s not always WHAT you say,

but HOW you say it

• Words + Tone & Inflection =

Reaction

How you communicate can elicit

a positive or negative reaction!

Emotional Trigger Words

Certain words escalate anger. Avoid

them – use calming words instead.

Triggers Calmers

It’s our policy… Here’s what we can do…

I apologize… I’m sorry…

I don’t know… I will find out…

But… And…

You should have… What others have found helpful…

The only thing we can do… The best option would be…

No problem… You’re welcome!

3 Ugly Words

3 Words to Remove From

Your Vocabulary:

Can’t | Don’t | Won’t (These words sound

negative, incompetent and unwilling!)

Replace them with:

Can | Do | Will

Let’s Try It!


try re-wording the

provided statements

using CAN, DO and

WILL.

Write them down…we’ll discuss as

a group!

Your Voice Matters!

Tone and inflection make

a difference in how a

customer responds.

Always consider your tone of voice –

it is the tool that can make or break a

customer interaction!

Let’s try it…

Your Voice (and Body Language) Matters!

Most communication is

non-verbal!

In communication, studies have

shown that:

7% = words

38% = vocal elements

55% = non-verbal

Let’s Discuss


discuss examples of

dealing with an angry

customer – either an

external or a campus

customer.

• What was the issue?

• Could you resolve the issue?

• If so, how?

We will discuss as a group!

Dealing With a Challenging Customer

Put on your SHADES to

handle a challenging

customer situation:

Stay calm

Hear them out…let the customer vent

Avoid emotional triggers

Deal with emotion first

Empathize, don’t sympathize

Solve the problem

Sympathy vs. Empathy

Sympathy vs. Empathy

Empathy is the ability to

mutually experience the

thoughts, emotions, and direct

experience of others.

Sympathy is a feeling of care

and understanding for the

suffering of others.

Both words have similar usage

but differ in their emotional

meaning.

Sympathy = Passive Empathy = Active

What you say to

an upset

customer won’t

have as much

impact as how

you say it.

Make it Real!

Time to reflect:

How do your customers

respond to negative

information?

Do you use the words CAN’T,

DON’T and WON’T?

How is your tone?

How can you be more aware

of your words, tone and

inflection and empathy?

Expectations

Relationships

Legendary Customer Service

Characteristics of a

Customer Service Star:

• Motivation

• Flexibility

• Energy & Enthusiasm

• Ownership

Meet | Exceed | Delight


discuss the customer

situation provided.

What would MEETING expectations look

like?

What would EXCEEDING expectations

look like?

What would DELIGHTING the customer

look like?

We’ll discuss as a group!

Love what you do!

Motivation factors to love

what you do:

1. Respect for your immediate

supervisor

2. Feeling part of the organization

3. Comfort with the organization’s

culture

4. Finding meaning in your work

5. Ability to learn & grow in your

role

6. Commitment and maintaining a

line of sight to your customer

Source: Corporate Executive Board survey

Direct Line of Sight

How do you impact the

customer experience?

Regardless of your role, it is

critical to identify and maintain a

direct line of sight to the customer

at all times.

It’s not enough to

meet

expectations.

Go above and

beyond to exceed

expectations and

delight your

customer!

Make it Real!

Time to reflect:

What motivates you in your

role and with your

customers?

How do you maintain a

direct line of sight to the

customer?

planning

Benefits of Action Planning

• Demonstrates that training is

not an end in itself.

• Links the key points of the

training process together and

• Sets targets for achieving

goals.

• Develops commitment by the

trainees to the tasks identified.

Your Action Plan

• Reflection activities in each

section is a starting point

• On your own, complete the

“1% Action Plan” in your

handout

• How will you achieve this?

• When will you see a change?

messages

Your Top 5


list and summarize your

top 5 takeaways from

today’s session.

Be prepared to share your list with

the group!