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Why Are You Making It So Hard
• For me to give you money
• For me to have a pleasant experience
• For me to park here again
• For me to like you
• For me to say good things about you
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Format of Training Session
• Introductions
• Customer Service Quiz
• Session Objectives
• Video Presentation
• Open Discussion
• Small Group Activities
• Wrap-Up
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Welcome!!
•
Introductions
•
Name
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Position
•
Company Name/Location
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Customer Service Quiz
Page 2
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Who is our boss?
Customer
What is the most important sense we can use with customers?
Listening
Customers needs are
rather than logical.
Emotional
How do our customers want to be treated?
As individuals
Give more than is
.
Expected
Ask for
.
Feedback
Treat all customers with
and
.
Dignity and Respect
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Workshop Objectives
Page 3
• Recognize the importance of a SMILE.
• Gain a better perspective of how customer
service affects the company’s overall
success.
• Understand your personal responsibility in
preventing and resolving customer problems.
• List and define six simple rules to avoid
WAYMISH.
• Discover opportunities to delight a customer.
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First Impressions Make a Difference
What is the most impressive facial expression that
communicates:
“I’m glad you’re here!
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Smiles are Contagious
Who do these smiles belong to?
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A Smile Makes All the Difference
Page 4
• It’s the universal expression of
“Welcome!”
• It’s voluntary, but has high value.
• It’s memorable.
• It sets the tone for the
“Experience.”
• You never know when you are going to touch
someone’s life by your kindness and care.
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Smile also stands for . . .
•S
= Smile and listen to the customer
•M
= eMpathy
•I
= Provide Information
•L
= Let them vent
•E
= Escalate to our supervisor, if necessary
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Use the
•S
“SMILE”
Approach
mile and listen to the customer
• Realize the customer is not mad at you
• Don’t take the situation personal
• Research shows:
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When we smile, we treat others nicer
When we treat others nicer, our brains release endorphins
Endorphins improve our mood
Being in a good mood, helps us listen to the customer
• Hearing vs. Listening
• Hearing is a physical act
– Subconsciously receiving sound through our ears
• Listening is an emotional act
– Consciously paying attention and understanding the message
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Use the
• Show E
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“SMILE”
Approach
Mpathy
Empathy vs. Sympathy
Sympathy = Pity another
Empathy = Feel the emotion of another
“Put yourself in the shoes of another”
Empathy shows the customer that we are not
the enemy
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Use the
• Provide
• “
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“SMILE”
Approach
Information
I can help you.”
Tell them what it is that you can do to help.
Do whatever is in your power to help.
Make it was positive as you can.
If possible, provide options. Let them choose.
Customers like to be in control.
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Use the
“SMILE”
Approach
•Let them vent.
• Usually, the customer is angry about
“something.” Not you.
• Venting helps get the anger out.
• Avoid the customer “Balloon Boom”
• Venting can avoid an angry “explosion”
• Don’t interrupt
• Helps open the lines of communication.
• Helps us reach a solution.
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Use the
“SMILE”
Approach
•Escalate to supervisor.
• We cannot make “every” customer happy.
• We’ll certainly try.
• They may be angry with anyone associated with
the issue, even though it is not your fault.
• You are not here to be abused.
• Don’t tolerate verbal abuse or physical threats
• Contact your supervisors or managers
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Who is our Boss?
Page 5
The purpose of business is to Keep Our Boss Happy!
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The WAYMISH Show
Bank
Our Host: Dr Phillips
Clothing Store
Home Improvement Center
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Restaurant
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Video Presentation
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Let’s Discuss What We
Leaned. . .
Did anything catch your
attention?
Page 6
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Home Improvement Center
Classic WAYMISH
• What did the customer
want?
• Particular type of window
• What was Jesse’s
response?
• Don’t carry that line.
• Special order – 8 wks.
There’s nothing I can do.
• What was the message?
• I don’t care about you.
• Go away.
WAYMISH
Jesse
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Six Rules to Avoid a WAYMISH
Page 7
• Rule #1: It IS Your Job
• Rule #2: Quickly ACKNOWLEDGE Customers
• Rule #3: LISTEN Carefully
• Rule #4: FIX It on the SPOT
• Rule #5: Find a Way to Say YES
• Rule #6: COACH Each Other
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WAYMISH Rule 1: It IS Your Job!
Customers perceive service in their own unique…emotional,
irrational and totally human terms. Perception is all there is.
~ Tom Peters, Management Consultant
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National Clothing Store Chain
Page 8
ERIC
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What Went Wrong?
What was problem?
Prices didn’t match
Did Eric answer her questions?
No
– Don’t handle on-line questions
– Answered phone
– Go to Customer Service
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WAYMISH – No Way!
Page 8 (cont)
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What was the first rule Eric broke?
It IS Eric’s Job!
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What other rules did Eric break?
He did not . . .
ACKNOWLEDGE the customer
LISTEN carefully
FIX it on the spot
Find a way to say YES
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WAYMISH Rule 2:
Quickly Acknowledge the
Customer
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Eric’s Second Chance
Page 9
What happened?
• What was Eric’s first response?
• ACKNOWLEDGED and
apologized
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What else did do right?
LISTENED carefully
FIXED it on the SPOT
Found a way to say YES
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Quickly Acknowledge
• Use the 10/5 Rule
• If customer comes within 10 feet
• Acknowledge with a
–
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Glance
Smile
Wave
Nod
• If customer comes within 5 feet
– Speak and Greet
• Whatever you say, say it with a smile
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Rule #3 Listen Carefully
Jessie
Eric
Susan
Alicia
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Margie
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WAYMISH Rule 3:
Listen Carefully
Page 10
1. Don’t interrupt.
2. Give your full attention to the customer.
3. Concentrate on the customer’s message.
4. Ask questions.
5. Don’t make assumptions.
6. Watch your body language.
7. Make eye contact.
8. Always be polite.
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Rule 4: Fix It On the Spot
Page 11
What was the
problem?
Did Jesse:
“Fix It on the Spot?”
Satisfied customers tell 3… unhappy ones tell 10!
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Rule #4 Fix it on the Spot
Page 11 (cont)
• Customers react emotionally when they have
a problem that needs to be fixed.
• Make a genuine effort to make it right
• Use common sense
• Provide options
• Let the customer choose
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Delight Your Customers
Delight: to give great pleasure,
satisfaction, or enjoyment;
to please highly.
Dictionary.com
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WAYMISH Rule 5:
Find a Way to Say Yes
Page 12
What happened?
• New policy – no company tab
• Did Alicia try to find a
solution that worked for
Frank?
• No
Alicia
– She just said, “No”
– She wouldn’t get manager
– Disrespectful response:
“He made the policy”
Remember: Your most unhappy customers are your
greatest source of learning.
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~ Bill Gates, Microsoft
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Rule #5: Find a Way to Say YES
(if you can )
• Sometimes company
policies get in the way
• Cannot always make
exceptions
• Make sure you
understand the policy
• How did Alicia find a way
to say “Yes”
• Got the manager involved
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WAYMISH Rule 6:
Coach Each Other
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Rule #6: Coach Each Other
Page 13
What was Jesse’s
problem?
• She was new
• She didn’t understand all
her options
• Tony did not try to help
her
• Apathetic attitude
“She’ll find out one of
these days “
What could have
happened if Tony helped?
• Jesse would be better
trained
• She would understand
her options
• The customer could have
gotten the windows
• Result:
Delighted Customer!
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Coaching Model
Page 14
Step 1: Describe the issue.
Step 2: Discuss the situation.
Ask open-ended questions
Paraphrase
Make Suggestions
Step 3: Take action.
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No More WAYMISH!
Page 15
1.
2.
3.
4.
5.
6.
It IS your Job!
Quickly Acknowledge the Customer
Listen Carefully
Fix It On the Spot
Find a Way to Say YES
Coach Each Other
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Small Group Activities
Customers Rule!
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Scenario #1: Parking Attendant
A customer who parked for lunch (1 hour) loses
his ticket and is thus required to pay the full
day’s rate of $25.75.
Dialogue: “This is ridiculous! You are making
me pay for a whole day when I was only
parked here for 1 hour? Ever since you all
switched over management, I have had
nothing but problems.”
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Scenario #2 Parking Enforcement Officer
A citizen with a handicap placard parks in a tow
away zone and receives a ticket.
Dialogue: “Can’t you see that I have a
Handicap Placard? Do you get paid a
percentage of tickets that you write? You
guys are always picking on the handicap
people. I want you to take this ticket back or
else.”
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Scenario #3: Security Guard
A customer who did not pay for the month and
had her parking access keycard turned off is
trying to exit the garage. Her keycard does
not work so she called a security guard over
the intercom to assist her.
Dialogue: “My keycard is not working. You
need to let me out. What do you mean I
need to pay on the clock for the day? Either
you let me out, or I am driving through this
gate.”
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Scenario #4: Office Receptionist
A citizen missed her appeal date for a parking ticket she
was appealing; therefore, the appeal was denied by
default (Failure to Appear). She comes to the office
to reschedule.
Dialogue: “What do you mean I cannot reschedule?
This is outrageous! Either you reschedule my appeal
or I will be contacting every T.V. station, the Parking
Authority, and the Mayor’s office until you decide to
reschedule. What is your first and last name? I have
never heard of not being able to reschedule an
appeal.”
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Scenario #5: Maintenance
Some cement pieces fell onto the hood of a
customer’s car causing scratches and dents.
They flag down a maintenance employee.
Dialogue: “If you would take better care of
your garages this would not be a problem. I
am assuming your company will be paying for
the damages. Trust me, if they don’t they
will wish they had.”
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Scenario #6: Cashier
A customer in their vehicle is taking a long time
coming up with the money to pay for their
parking. This causes a person behind to have
to wait an additional five minutes. Because
of the five minute wait, the fee advances to
the next hourly rate.
Dialogue: “Because you took forever with the
customer before me, I now owe an additional
$2.00. You need to waive this $2.00 for
being slower than my great grandmother.”
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Scenario #7: Shuttle Driver
A shuttle passenger riding a shuttle bus to a medical
clinic demands the bus driver to allow her to exit the
bus at a non shuttle stop due to traffic congestion
(safety violation). The passenger is obviously upset
and is in a panic to get to her ill mother.
Dialogue: “Please, please let me off. This is taking too
long. I was just notified that my mother is in critical
condition. I want to be with her. I can walk there
faster than the bus will get us there. Please, I beg
you!!!”
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Scenario #8: Valet
A valet patron approaches a valet and demands
his car is brought up next skipping the others
that were before him.
Dialogue: “Hey, I am in a real rush to get to
the airport. Can’t you go ahead and get my
car first? I’m sure these guys won’t mind.
Here’s a $20 tip.” (Tips are acceptable.)
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Back at Work…
Think about how your
attitude can influence
customer service, and
make the extra effort to
avoid WAYMISH!
Thank you for your
time and attention!
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