soft skills training
Mad About
Customer Service
Objectives
Why customers become angry
Why process is just as important as outcome
How to prepare for and ask questions
How to cope with bad language
How to take responsibility
Go the extra mile
soft skills training
Mad About Customer Service
When dissatisfaction is poorly managed
customers become angry
soft skills training
Mad About Customer Service
Process versus Outcome
soft skills training
Mad About Customer Service
How customers are treated
is more important than
whether the problem is
solved immediately
soft skills training
Mad About Customer Service
Blaming others
Causes a lack of confidence
soft skills training
NEVER
Talk down to customers
accuse them of being at fault
Try to catch them out
soft skills training
Mad About Customer Service
Empathize with the customer's situation
Use the customer's name
soft skills training
Mad About Customer Service
“Mistakes tell me where the oil ain’t”
John Paul Getty
soft skills training
Mad About Customer Service
Ask probing and clarifying questions
soft skills training
Mad About Customer Service
Flag
Purpose
Permission
soft skills training
Mad About Customer Service
Flag that you will ask questions
soft skills training
Mad About Customer Service
Explain the purpose for asking the questions
soft skills training
Mad About Customer Service
Ask permission to continue
soft skills training
Good Listening
Pay attention
Focus on what is being said
Maintain good eye contact and body language
Look for feelings as well as facts
Don’t interrupt
Be an active listener
Show that you are listening with nods, and words like, “Uh
huh”, “I see”
Ask questions to clarify what the speaker is saying
Paraphrase what the speaker has said to show that you
understand
Give feedback when necessary
soft skills training
DO NOT SAY
“No”
“Can’t be done”
soft skills training
Mad About Customer Service
Tell them what you CAN do
soft skills training
Mad About Customer Service
“Yes, as soon as...”
“Yes, once we've sorted...”
“ Yes, that's what I want too..."
soft skills training
Mad About Customer Service
Abuse is seldom aimed at you personally
soft skills training
Mad About Customer Service
Take deep breaths
soft skills training
Mad About Customer Service
Say some positive affirmations
soft skills training
The Pumpkin Method
Language is arbitrary
soft skills training
The Pumpkin Method
heated word = pumpkin
soft skills training
Mad About Customer Service
Speak slowly and calmly in a
well-modulated voice
soft skills training
Mad About Customer Service
Think of customer problems as a challenge
Take responsibility
Go the extra mile
soft skills training