1 ST TEAM PROJECT
S S T 3 2 0 3 C U S T O M E R S E RV I C E
Team Members
•
•
Lisa
Sheldon
•
Micheal
•
Ramsey
•
Trent
How can you measure
Quality Customer Service?
The following is our teams top 6 chosen
items that we felt should be found in a
customer service rubric.
RUBRIC
0
1
2
3
Appearance
Pajamas,
Grunge,
Inappropriate
Casual, Not
appropriate
Proper dress,
not hygienic
Clean and
professional
Body
Language
Slouch close body signal desire
to leave
Leaning back,
fidgeting,
getting in
customer's
space
Defensive
position
Open arms,
stand tall,
lean forward
RUBRIC CONTINUED
0
1
2
3
Listening
Blank face,
no eye
contact
Random
glance, few
comments
Some eye
contact, but
not fully
engaging
with the
customer
Eye contact
90% of the
time,
rephrase, nod
Tone
Monotone,
robotic,
disrespectful
Communicati
ng, but no
feeling, don't
care
Listening,
talking, but
rushed
Lots of voice
fluctuation,
upbeat
attitude
RUBRIC CONTINUED
0
1
2
3
Professionalism
Unprepared,
late,
inappropriate
On time,
distracted,
not focusing
on customer
Mostly
Mostly
prepared,
prepared,
disorganized, disorganized,
fumbling
fumbling
Subject
Knowledge
Making it up
as they go
Some
knowledge,
but rely on
support for
answers
Knows most
information,
but not
memorized,
relies on
notes
Can answer
any question
OUR TRAINING TODAY
Will focus on:
0
Professionalism
1
Unprepared,
On time,
late,
distracted,
inappropriate not focusing
on customer
2
3
Mostly
prepared,
disorganized,
fumbling
Prepared,
organized,
genuine
PROFESSIONALISM
It doesn’t take the
consulting of your
crystal ball to know
who your number one
asset is!
THE CUSTOMER
Without them you find
yourself here!
CUSTOMER SATISFACTION
 Requires 100% of your attention.
Step 1 – Never stop
communicating with
your customer!
Phone
Online
In
Public
KEEP FILES UPDATED
Step 2 – Always update your
customer relationship
management files.
• You will understand your
customers needs.
• Important dates.
• Past history
• Future possible needs
• Best method of contact
PRODUCT KNOWLEDGE
Step 3 – You must know your
product inside and out.
It gives you the ability to:
• Answer all your customers
questions with confidence.
• Turn product features into
benefits.
• Ability to overcome product
misunderstandings.
WHEN MEETING
Step 4 – Be Punctual & Prepared
• Even better, be early to allow
yourself more time to prepare.
• If being late can’t be avoided,
call your customer in advance, it
shows respect for their time.
• Have all presentation material
out and ready.
• Prepare and rehearse all material
in advance.
RESPECT YOUR CUSTOMER
Step 5 – Confidentiality
• Your customers information
is private and highly
privileged information
entrusted to you.
• Entertaining or spreading
rumors about your customer
will end your relationship.
• To gain their trust you
yourself must be trustworthy
BRING MORE
Step 6 – Circumspection
• Be cautious and prudent.
• Read between the lines.
• Diplomatic – Resolve not
create or encourage conflict.
• Have a contingency plan.
ATTENTION!
Step 7 – Focus on the customer
•
•
•
•
Face the customer.
Eliminate all distractions.
Stay on task.
Dress for the occasion to avoid
embarrassing your customer.
• Ask open ended questions to
better understand your
customer.
ARE YOU LISTENING?
Step 8 – Actively Listen
• Make eye contact.
• Nod to show your
listening.
• Rephrase questions.
• Tone of voice.
http://www.kantola.com/Listening-Under-Pressure-PDPD-52-K.aspx
CONCLUSION
 Customer satisfaction requires 100% of your attention
•
•
•
•
•
•
•
•
1. Never stop communicating with your customers.
2. Keep updated Customer Relationship Management files.
3. Know your product inside and out.
4. Be punctual and prepared.
5. Confidentiality.
6. Circumspection.
7. Focus on your customer.
8. Actively listen.