Customer Service Handouts

advertisement
Customer Relations
The Missing Link in Technical Education
Presented By:
Steve Coscia, President
Coscia Communications Inc.
Phone: 610-853-9836
E-Mail: steve@coscia.com
Website: www.coscia.com
Taught at
more than
100 Colleges
NEW
3rd Edition
Academy Of Building Industries, AZ
ACCA - National Capital Chapter, MD
ACCA - Western PA Chapter, PA
Allegheny College Maryland, MD
Arizona Vocational Training, AZ
Arrowhead Inc., WY
Blue Ridge Community College, NC
Bowling Green Tech College, KY
Brownson Technical School, CA
Career Ctr Northern Nevada, NV
Central Piedmont Comm. College, NC
Chippewa Valley Technical College, WI
College of Albemarle, NC
College of Allegheny County, PA
College of Lake County, IL
College of Southern Maryland, MD
College of Southern Nevada, NV
Corinthian Colleges, Inc., CA
C-TEC, OH
CustomVac, MB
Cypress College, CA
East Central College, MO
El Camino College, CA
Elgin Community College, IL
Environmental Technical Inst., IL
Fortis College, UT
GBG Inc., PA
Global Institute of Technology, IL
Granite State Trade School, NH
Greenville Technical College, SC
Hawkeye Community College, IA
HVAC Business & Technical Institute, WA
Institute of Technology, CA
Institute of Technology, CA
Intellitec Colleges, CO
Ivy Tech Community College, IN
J.M. Tawes Technical Center, MD
UA JATC Local 103 - Casper Area, WY
UA JATC Local 353, IL
UA JATC Local 597 - Chicago, IL
UA JATC Local No 10, MN
UA JATC Local No 11, MN
UA JATC Local 32, Seattle, WA
UA JATC Pipefitters Local 142, TX
UA JATC Pipefitters Local 211, TX
Getting serious with students at North
Virginia Community College.
With instructor Scott Derr at Ivy
Tech Community College.
UA JATC Local 290, Tualatin, OR
UA JATC Pipefitters Local 344, OK
UA JATC Pipefitters Local 455, MN
Jefferson College, MO
Jefferson Technical College, KY
Johnson Controls, NV
Kankakee Community College, IL
Kennedy King College, IL
Laramie County Comm. College, WY
Laramie County Community College, WY
Lincoln College of Technology, MD
Lorain County JVS, OH
Maine Energy Marketers, ME
Martin Community College, NC
Mechanical Trades Institute, GA
Midlands Technical College, SC
Midwest Technical Institute, IL
Mitchell Tech, SD
Mott Community College, MI
Nance International, TX
North Montco Tech Career Center, PA
North VA Community College, VA
Northwest Louisiana Tech College, LA
Ohio Hi-Point Career Center, OH
Peralta Community College, CA
Piedmont Technical College, SC
Pikes Peak Comm College, CO
Pipefitting Training Center, WA
Piping Industry Training Center, OH
Pittsburgh Technical Institute, PA
Prime Group, AZ
Redstone College, CO
Remington College, Memphis, TN
Richmond Technical Center, VA
Sacramento Sheet Metal Workers, CA
So. Shore Regional School, MA
Southeast community college, NE
Surry Community College, NC
Technical College of Lowcountry, SC
Triangle Tech, PA
UDR, Inc., TX
Universal Appliance Repairs, NY
Washtenaw Community College, MI
Wichita Technical Institute, KS
YTI Career Institute, PA
After a soft skills class at Peralta
Community College.
Customer Relations
www.coscia.com
Page 3
Call 610-853-9836
Customer Relations
www.coscia.com
Tenacity - Life is Not Fair
Dealing with __________ is what enables a person to grow both
______________ and professionally.
The visceral, gut-level _________ ache one gets when they are
rejected can be the _____ to ensure that it doesn’t happen again.
My Notes…
Call 610-853-9836
Page 4
Customer Relations
www.coscia.com
Soft Skill Hierarchy
My Notes…
Page 5
Call 610-853-9836
Customer Relations
www.coscia.com
70%
54%
60%
1970
s
Retention Rate
NG
I
N
TE RY
S
I
L
TOd 1980s
S
I
H an
50%
40%
19%
30%
20%
9%
10%
0%
Didn't Complain
Complained But
Not Resolved
Customer Categories
My Notes…
Call 610-853-9836
Page 6
Complained and
Resolve d
Customer Relations
www.coscia.com
The Congruency
Sequence
What a
Customer
sees from
their Window
Matters!
Page 7
Call 610-853-9836
Customer Relations
www.coscia.com
How to Minimize STRESS!
Call 610-853-9836
Page 8
Customer Relations
www.coscia.com
Attitude and a Company’s Image
________
_________
_________
How ___ see
our ________
How ___________ see
your ___________
The Split Second Response
My Notes…
Page 9
Call 610-853-9836
Customer Relations
www.coscia.com
Kinesthetic Learning
Get them to do something
Call 610-853-9836
Page 10
Customer Relations
www.coscia.com
When Technicians Talk Too Much
Editorializing Behaviors
Maximize these...
Minimize these...
1. Humility
antonym
1. Conceit
2. Empathy
antonym
2. Self-Interest
3. Discretion
antonym
3. Showiness
My Notes…
Page 11
Call 610-853-9836
Customer Relations
www.coscia.com
PowerPoint Slides
Chapter 1
Customer Service Realities
Instructor’s Guide
Practical HVAC Service ideas
HVAC Customer Service
by
Steve Coscia, Coscia Communications Inc.
2
3
Fix the Thermostat, Not the
Customer
The Split Second Response
Teamwork & Remaining Calm
Some technicians view their diagnostic ability as primary
and soft skills as secondary.
Technical expertise accompanied by courtesy, empathy
and professionalism is a winning formula for success.
Customer service can be a differentiator among
contracting trades.
Some customers perceive technicians as a commodity in
which all contractors are thought to be the same.
Commoditization occurs when your product or service is
indistinguishable from the competition (perception, not reality).
Commoditization results in thin margins, price-only focus
and diminished customer loyalty and customer retention.
Hey John,
are you
smiling?
Bad customer behavior is a symptom,
not a problem (root cause)
You can’t fix a customer
Focus on fixing a problem’s root
cause, not the customer’s behavior
When you fix the root cause, then a
customer’s behavior will improve
One or two seconds
can make all the
difference.
What
now,
Sherry?
Building rapport with
others starts here.
Saying what you CAN do is
more constructive than
saying what you CAN’T do.
4
5
6
Attitude, Aptitude and the Dreaded
Morning Call
These Calls Will Happen
A positive attitude improves a
person’s aptitude (ability)
A negative attitude diminishes a
person’s aptitude
A dreaded morning call can ruin a
whole day if your attitude suffers
Practice the split second response
to avert a bad attitude
7
8
Keep the Truck Clean
Example: Do you need a supply register
(damper) or a return grille (no damper)?
Qualify similar sounding consonants
over the phone
The Customer is Always Right
Qualify an order for a vent or grille
What a customer
sees from their
window is their
first impression!
An “S” sounds like an “F”
An “M” sounds like an “N”
To qualify, remember four W words:
A professional must be
prepared for anything!
9
Qualify the Details
My house is cold,
my kids are freezing
and I am furious!
Who, What, Where and When – these
result in complete information
10
11
Investing a few minutes tidying up
the truck’s dashboard makes a more
positive first improession.
12
Greetings In Person
Attitude and Your Company’s Image
Thank you for
wearing shoe
covers in my
home!
Owner
Mgmt
Opening and Closing Phone Calls
• Smile and make eye contact
Proper Greeting
Opening Phone Calls
• Practice good personal hygiene
• Wear clean, company-issue attire
• Bring shoe covers and wear them
• Say “Thank You”
Service
Dept.
• Have a pen and flashlight handy
• Keep the truck neat and orderly
How we see
our company
How customers
see your company
14
Attitude is Everything!
Call 610-853-9836
Practice mutual closure
Follow up if necessary
15
Chapter 2
The Truth in HVAC Service
It’s better to disappoint a
customer with the truth
than to satisfy a
customer with a lie.
Tactical HVAC Service ideas
16
Move to a quiet environment prior to
answering a cell phone.
Greet and identify yourself
Closing Phone Calls
13
Both verbal and non-verbal
professionalism
17
18
Page 12
Customer Relations
www.coscia.com
PowerPoint Slides
The Service Placebo - Don’t Do It
Using “I” or “It” Instead of “You”
A placebo is neutral remedy
prescribed for psychological effect
A placebo has no potency
A placebo doesn’t fix the root cause
Customer service must be both
potent and effective
Follow up to differentiate your
company’s service
19
The word “you” can imply blame
and exacerbate a situation
Don’t Rush Customers Off the Phone
Be patient
Listen actively
Incorrect: We can’t send a tech today
due to the bad whether.
Convey empathy
Correct:
We can arrive this
afternoon.
Thank you for being so
patient
21
Incorrect: Sorry, we can’t get there
this morning.
22
Use words that shed a positive
light on a service situation
Example:
Incorrect: I am sorry you had to
wait so long.
Imperatives (command)
Rephrase your responses so that
you appear more cooperative
Example:
Correct:
Correct:
Say what you CAN do rather than
what you CAN’T do
IT wasn’t
designed to
operate
that way.
YOU
broke it!
20
Accentuating the Positive
An IMPERATIVE is a command which
makes a person sound inflexible.
Example:
Do you have any flexibility in
your schedule? The weather
may result in re-scheduling.
23
Let customers vent, if they need to
Say “I understand.” or “I see.”
Say “I know how you feel.”
Qualify the details
Use the four W words: Who, What,
Where and When
24
Some Customers Talk Too Much
Words vs. Tone of Voice
(over the phone)
Will this customer
ever stop talking?
Tone of Voice = 80%
Words = 20%
25
26
27
Stay Focused & Listen
Less Information is More
The Three F Empathy Method
Definition of Empathy: “I know how you feel.”
Don’t editorialize by sharing
too much information.
Example:
The Three F Method – Feel, Felt & Found
1. I
know how you feel.
have felt the same way.
3. And they found that investing in a
preventive maintenance contract saved
money in the long term.
2. Others
We’ve seen lots of defects in this
type of compressor.
(the above phrase diminishes the value of the brand, the
installation and the maintenance)
28
29
What Does Terrific HVAC Service Cost?
30
Chapter 3
Voice Mail Etiquette
Voice mail is an input/output device
The more quality you put in, the
more quality you get out or the more
garbage you put in, the more
garbage you get out (GIGO).
Customers won’t call you back if
they can’t understand your voice
mail message
Speak slowly, be concise and say
your phone number twice
Three F Method
COURTESY
R
E
SMILE
ATTITUDE
E
31
Virtual HVAC Service ideas
32
E-Mail Etiquette
Voice Mail Paradigm
Put Quality In
33
Spell check 100% of outgoing
e-mails (convey a professional image)
Refrain from sending angry emails – remember that e-mails
can be forwarded to others
Invite Quality In
Contact Steve Coscia with any
questions about this lesson:
Steve Coscia, President
Coscia Communications inc.
Phone: 610-853-9836
E-mail: steve@coscia.com
(minimize company liability)
Get Quality Out
34
Get Quality Out
If you are not sure about how
your e-mail will be perceived then don’t send it (seek advice)
35
36
Page 13
Call 610-853-9836
Customer Relations
www.coscia.com
Scripting Examples
Pronoun Substitution
Correct words will enable you to communicate more professionally. The following examples of incorrect and correct
phrases help to contain adverse situations. Using correct phrases will help you avoid obstacles by not creating them
in the first place. Notice that many of the correct phrases substitute the word “I” for “YOU”.
•
I’m confused. (not, “You’re confusing me.”
•
With whom am I speaking? (not, “What’s your name?”
•
It will not operate under those conditions. (not, “You broke it.”)
Minimizing Conflict Over the Phone
When a situation become tense, it’s best to minimize potential conflict with phrases that contain, rather than exacerbate. Contain means to keep things within fixed limits and exacerbate means to make things worse.
•
I’m sorry, I didn’t hear your last sentence.
•
I may be wrong, but I think it works a little differently.
•
I want to help, but first I’ll need to...
Accentuating the Positive
Focus on the positive potential of a situation not the negative possibilities. Dwelling on the negative reinforces the
down side of a situation. Direct the customer’s attention towards the positive potential for an optimistic future. Substitute either event, or situation for the word problem. Saying the word problem repeatedly only reinforces the fact that
something is wrong.
•
Thank you for being so patient.
•
This situation is a little different and we can help.
•
Please remember to....
Conveying Empathy
Let callers know that you care about helping them. Your concern and empathy must be audible over the phone. The
words will comprise about 20% of your message and the tone of voice is the remaining 80%. Empathy simply means
that you understand how the other person feels.
•
Oh, your situation sounds awful. Let’s see how fast we can get someone out there to fix that.
•
I wouldn’t like it either - if my house was uncomfortable - I’ll need to gather some information and then I will present options on how we can fix that..
•
While I understand that you have an engineering degree, our certified technicians’ work is warranted by the
manufacturer, our trucks are fully stocked and we have a reputation for delivering the quality service that our customers have come to expect. May we send a technician today?
Call 610-853-9836
Page 14
More Classroom Resources
Contractor Soft
Skills DVD
$97.00
Customer Service
Jeopardy
(PowerPoint File)
$297.00
FOR IMMEDIATE RELEASE
Contact: Steve Coscia
610.853.9836
steve@coscia.com.
Coscia’s Customer Service Handbook Surpasses Sales Expectations
Draws Accolades from Educators and Businesses
Philadelphia, Pa. - Now in its newly published 3rd edition, the Customer Service Handbook, by
contractor customer service expert, Steve Coscia, continues to surpass sales records, and
garner consistent five-star reviews from readers on amazon.com.
Coscia's 96-page Customer Service Handbook, which has shipped more than 8,000 units,
has become a valuable “must have” reference guide among colleges, contractors and
distributors because readers relate to the book's anecdotes and learn from the insightful
diagrams and flowcharts. Coscia also wrote a companion Instructor’s Guide for college
instructors, which simplifies lesson planning and soft skill instruction.
"Coscia's book helped to put my company back on track," says James L. Pompetti, owner of
Pompetti Heating and Air Conditioning. “It is essential reading for anyone in our business.”
Coscia is one of the most passionate and widely published and quoted authorities on customer
service. An international speaker, Coscia has traveled overseas to assist client in world-class
service achievement.
Regarded by many as one of the best contractor customer service experts worldwide, Coscia is
an avid researcher of customer service trends. He conducted one of the industry's first studies
of stress in the customer service environment, which revealed the causes of stress along with
the most common manifestations of post-stress behavior among customer service
professionals. For more information, visit coscia.com or contact Coscia at 610.853.9836 or
steve@coscia.com.
###
Download