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GOAL
This tape is aimed at improving your customer service skills.
INTRODUCTION
Providing exceptional customer service is in the details. When you
do the basic well, the customer feels served and not processed.
Many times, the service I receive doesn’t want me to be a repeat
customer. I am being processed, not served.
FIVE 1. Reliability
CHARACTERISTICS 2. Responsiveness
OF QUALITY
3. Feel Valued
SERVICE
4. Empathy
5. Competence
Quality #1: Reliability Reliability is at the core of the products and services that we
provide. If we are not reliable little else matters. For years I use an
old concept I called the Grandmother Rule, it has three (3)
components to it.
Guidelines for
There are times, however, when we do not get it right the first
Recovering Customer
time. When this happen, we must have guide lines for recovering
Loyalty
customer loyalty. There are four (4) guidelines for recovering
customer loyalty.
Apologize Sincerely
i. “Sincerely” is the key word. Most apologies are not
sincere. Say, “I am very sorry this has happened, I
apologize for the inconvenience”. Apologize sincerely.
Do Something Extra iii. Now, some people say, “hey, wait a minute, if I have
apologized and then fix the problem, why do I have to do
something extra?” Here is why. Your customer has been
hassled; in their mind it should have been done right the
first time. If it was not done right the first time, you must
do something to regain their confidence and loyalty. Make
it right, and then do something extra
Speedy Service
Speed is the best way to define this. Today’s customer wants
something faster than they ever wanted them before; whether it’s a
brief hold on the phone or a short time in line or an immediate
email; customers have a desire for speedy service.
Take Ownership
&
Another part of being responsive means taking ownership.
Follow Through Ownership means owning the customers’ issues or questions. You
do this by following through on promises, and if possible, be the
only person who speaks with the customer. I know this is not
always realistic, but try to apply the one voice concept. One firm
calls it “First touch, last touch”; whoever first touches the
customer with their voice will be the individual who last touches
the customer; that’s the only person who speaks with that
customer. You know the reason for this. How many times have
you had a caller transferred to you, and you hear the caller say,
“You are the third person I’ve talked to”. No one likes being
bounced around.
So, we must take the customer problem, concern, or issue and see
it through; that’s responsiveness from the customer’s view.
Customer’s Perception Speaking of customer’s view, how many of us really evaluate how
good we are from the customer’s eyes? You probably heard the
old phrase, I think Tom Peter said first, “Perception is all there
is”. The customer’s perception is reality. If the customer thinks
we are great, we are great; if the customer thinks we stink, we
stink. If the customer thinks someone was rude, someone was
rude. The interesting thing about perception is that it’s rarely
neutral; perception is usually on the upside of positive or the
downside of negative. For example, I was being seated in an hotel
restaurant and the host took me to a table, pulled out the chair;
when he pulled out the chair I could see the floor underneath the
table; I saw a lot of crumbs, and empty cracker packages, it was
dirty. Now I want to ask you, when I saw that floor, what else did I
see? You’re right. The kitchen; the quality of service. Just because
Coffee Stains
There is an interesting line that came from an airline executive
many years ago. He said this, “when passengers get on the
airplane, and pulled down the tray table, and see coffee stains on
the tray table, they also see poor engine maintenance”. My
question to you is, “what are your coffee stains?” What are the
things that your customers have to see or deal with that could taint
their perception?
Quality #3: Make the Customers want to feel valued, respected, and important. I was
Customer Feel Valued checking into a motel one night in South Carolina, and since the
motel has been booked for me I was not sure what to expect.
Inside the front desk is protected by a glass shield with a small
cut-out hole where I could speak to the person behind the desk.
Inside the glass is a sign that if I commit armed robber I would be
imprison for a minimum of 7 years. At that moment, waiting to
check into that motel, I did not feel valued.
Customers expect high quality in the respect and the service that
we give them. Unfortunately, this does not always happen.
Tone of Voice
Customers expect a certain tone of voice, a warm, friendly upbeat
tone. Too often when I am being served, I am greeted by someone
that said, “may a elp you!” Have you notice that “May I help
you?” has become “may a elp you!” That’s not upbeat or friendly.
I recommend recording your voice while talking with the customer
so that you can hear how you come across. Evaluate your own
tone of voice.
Body Language
And additionally, ask yourself what your body is saying. Now,
many of us spend time on the phone with customers, remember,
body language makes a difference on the phone also. If you are
slump in your chair, your energy level is affected and that can be
heard over the phone. If we are face-to-face, we certainly need to
pay attention to body language. Do we make eye contact; we
answer our phone, while a customer is waiting face-to-face, and
roll our eyes about what the caller is discussing. The waiting
customer can observe that, and that does not help your customer
feel valued.
Simple Manners Another thing that helps our customers feel valued is simply
paying attention to our manners. It’s as simple as saying, “Thank
you, we appreciate your business”. Too often people hand us an
item or hang up the phone and say “bye” without a word of
thanks.
Using Customer’s Name Do you pay attention to the details like using the customer’s
name? Always use the customer’s name when you can. Do not
over do it. In a brief conversation, use the customer’s name 2 or 3
times; go formal using Mr., Mrs., Dr., unless your customer ask
you to use their first name. Now, let’s talk about a difficult
situation, what do you do if you can’t pronounce their first name?
It’s simple. If the customer’s name is difficult to pronounce,
politely ask for help in pronouncing it. Then make sure you store
the pronunciation in your records so you can get it right the next
time. Customers appreciate the fact that you take the time to get
their names right.
Using the Right Word
There are few other details that can help your customers feel
valued.
Review: Quality #3
Help Customers Feel Valued By Thinking About:
onto solving the customer’s problem. Empathy helps you ask the
right questions that would then help you solve the customer’s
problem.
Active Listening
Our customers simply want to know they been heard. To help our
customers know they been heard, remind yourself to listen, truly
listen. We all know what listening is. Let me review the four key
steps to active listening.
Four Keys to Active
Listening
1. Attentive Silence: this means your body posture is alert.
You’ve got eye contact and you are focus on what the
customer is saying.
1. Attentive Silence
2. Attentive Words
3. Ask Door Opener Questions
4. Restate
Quality #5: Be
Competent This means when you are knowledgeable and the customer is
confident you can help them, the customer becomes less
demanding. Now, we face a lot of incompetence today.
means when you are facing your customer and they talking really
fast and they have a sense of urgency, they would want you to
speed up also and match their urgency. If you have a customer
who is speaking a little slower and showing some concern, you
match that rate of speech and show concern. If you dealing with
someone who is extremely friendly, you would match them by
being friendly back. It’s a simple technique but it helps us to start
off on the part of showing how confidence we are, and therefore
giving the customer the confidence that you are the one who can
help them.
Review: Quality #5
Ask questions of your co-workers and managers, and build rapport
with your customers by matching the customer style.
Extract from the training video by Ed Brodow, author of Negotiate with Confidence.
Introduction:
Listening Is The level of your listening skill can determine whether you will be
Number One Key successful professionally or personally.
6 Rules For
Effective
Listening
1. Develop the desire to listen
2. Let the other person do most of the talking
3. Ask lots of open-ended questions
4. Be Objective
5. Listen actively
6. Listen to body language
Now we come to the crust of the matter. I believe that being a really
good listener boils down to this.
Do not
interrupt.
Being a detective and asking open-ended questions will set the stage for
you to become a good listener. Getting back to our original objective,
understanding the other person, do you see how this can help? Asking
questions and listening is the best way to understand other people.
Asking questions and listening will help to clarify the other person
need.
Rule #4: Be
Objective We only human and we have a tendency to interpret what we hear. We
are judgmental. Instead of hearing what the other person is saying, we
hear what we want to hear. We let our feelings distort the facts.
Please understand. It is not enough that you simply listened, you have
to communicate to the other person that you are being held. This is
called active listening.
For example, have you ever experienced this – the person you are
talking to says that there are content, that everything is ok, that they
agree with you, but their body language contradicts what they are
saying; they sulk, or they do not make eye-contact with you; or the
muscles in their face become tight. When body language contradicts
spoken language, it’s a sure sign that something is wrong. It is really
important to listen to that non-verbal communication.
SUMMARY
Well, as you have seen, listening is all that difficult, but like all other
human endeavors, it requires a commitment. You can make that
commitment to become a great listener by following the six rules:
Believe me; developing your listening skill is the best investment you
can make.
QUESTION ANSWER
What is the biggest obstacle to The biggest problem people have that stop them from listening
effective listening? is that they think that what they have to say is so important;
they think that if they don’t say it to the other person
everything is going to get strewed u, and usually it’s the other
way around. People have to learn that the important thing is
listening; the important thing is what the other person said.
It’s a very hard lesson to learn; that’s why people keep
interrupting, that’s why people just don’t get it; they don’t
want to listen because they want to talk.
How do you learn to I used to interrupt people constantly, and I had a mentor when
overcome this? I was in the Marine Corp. A very kindly Colonel said to me
one day, “Lieutenant, you don’t listen!” He explained to me
that I was constantly interrupting and I should be listening
more. Then when I go out of the service I got a job in sales and
it really, it really hit home because if I went in to a prospect
office and I started to make a flowery presentation, I was out;
they would through me out; but if I kept my mouth shut and I
listened to them and I let them tell me what their problems
were and may be I asked a few open-ended questions to get
them going, they love it… it was an opportunity for them to tell
somebody what their problems were. So they like me and they
bought from me. So I had my nuts screwed well and I learnt
the importance of keeping my mouth shut.
What is one example of how Well a good example of how we don’t listen objectively
we don’t listen objectively? actually happened to me. I was in France, I was having lunch
at a bistro in St. Paul de Vence, a picturesque hill town in the
south of France. In my fractured French, I tried to order a
bottle of beer.
"Je voudrais une bouteille de biere, sil vous plait." I would like
a bottle of beer, I told the waitress.
So, the waitress looks at me and she said “in a can” and I said
“no, not in a can, I want it in the bottle ……”
The lady storms off and she comes back with a bottle of
Heineken.
How do you maintain your Hmm … taking notes is really important. You should have a
attention when listening for a yellow pad tied to your wrist and when people talk take notes
long period of time? because that way, it gives you something to do, its active. The
problem with listening sometimes is that we have nothing to
do, people get tired of it. If you seat there and you are taking
notes, you are a detective, you are a reporter, you are
interviewing someone; and you cant get enough. You can even
ask him to slow down……”what did you say……” In that way,
it gives you something to do so that it does not seem like you
are listening forever.
Should we interrupt when People sometimes don’t give you the answers to the questions
people keep repeating that you want. So, the way you do that is by rephrasing your
themselves? questions. …………So, someone starts to repeat themselves or
they are not telling you what you need, then you simply
rephrase your questions, ask a different question; but the
question method is full-prove, it works and this way you don’t
have to say “hey, you are not answering my questions; or
would you please shut up and stop repeating that all over
again” Just ask a slightly different question.
What should you do when Well, every often we don’t have time to listen to what to what
you’re busy and don’t have the other person is saying, and what do we do? We ignore
time to listen? them; we tell them to shut up; we say go away. Every simple
thing you can do is to explain to the person that you are
interested in what they have to say but the timing is bad, so
you would rather a better time when you can listen to them.
How should we handle people Yes, that’s a problem. When people disagree with us, we tend
who disagree with us? to shut them off, and we want to come back with our point of
view; we want to argue with them. What I say is acknowledge
the other person position. You ought to have your feeling
about what they said but you don’t have to necessarily inflict
your feelings on the other person. You want to be as objective
as possible. So instead of shutting off, let them really explain
what they are saying if you don’t understand. … let them
really spell it out for you and take notes rather than trying to
shut them off or shut yourself off because you do yourself as
much an injustice as you do the other person. That’s why
listening is such a wonderful skill because it enables us to
transcend our own feelings, our own superstitions, our own
opinions, and preconceived notions; and it really allows you to
get into the mind of the other person and find out what is going
on; that’s communication, understanding each other.
PART I: LECTURE
INTRODUCTION How do you handle difficult customers? That’s one of the most
burning questions asked by customer service professionals. And
frankly its not that had to deal with people who are courteous, and
polite and pleasant; it’s the difficult demanding people who really
challenge us. Do you ever feel your heart beating faster and your
frustration level going higher?
OBJECTIVE To help you learn how to deal with difficult and angry customers
in a way that would make your job easier, more enjoyable, and
more rewarding.
Customer Service Angry customers often attack or blame, and if we are not careful
Don’ts we catch that attitude from them and start attacking back. That’s
when we need to remember the five (5) don’ts in customer service.
Responses to Angry You have three (3) choices when responding to angry customers:
Customers
1. Get Upset: You can get upset. Its easy to do but its not
professional.
2. Become Indifferent: You can become indifferent; you see
employees that develop that thick skin, they are cold and
distant.
3. Accept the challenge: to deal with the situation in caring
and respectful, professional manner.
Here is the good news. If you take the right action, and the
customers’ complains are resolved quickly, 95% of them will
remain loyal; that means keeping your business strong, and
maintains a good public image.
So, here is your challenge. Can you open to their anger? It shows
in your words, tune of voice, and body language.
So, why do you listen first? Its because this is the heart of the
defusing process. Have you ever notice how people just need to tell
their story? And you need to give them a chance to say what is on
their minds to let off steam in order to calm down. That’s actually
how calming down works. You can not calm a customer down,
they calm themselves down, but they need a listener for the process
to work.
Let’s take a moment and talk about asking questions. Its one of the
most important customer service skills you can use. When you ask
questions appropriately here is what you will accomplish:
Once you understand exactly what the problem is, you can then use
close-ended questions to work towards a solution and gain the
customer’s agreement. You might ask:
• When did you purchase the item?
• Whom did you speak to last?
#1 Step: Listen
You start by accepting the anger and opening up to what the
customer has to say. It would be the same on the phone as in face-
to-face meeting, use open-ended questions and gradually move in
to close-ended questions for fact-finding. Now you are ready for
step # 2.
#2 Step:
Summarize The purpose of this step is to check your understanding of the real
problem; but its more than just facts. When you clarify your
understanding reflecting what you’ve heard, your customer knows
that he has been taken seriously; that you cared enough to listen.
And in a way this step is just a confirmation of the first one –
Listening. By summarizing, you have established that its you and
the customer against the problem, you against the customer. And
you can also make a smooth transition from this step to the next
step.
#3 Step: Mutually
Determine a In this solution step, involve the customer in arriving at an
Solution agreeable solution. That’s how to turn a situation that started out
negative and antagonistic into a positive situation. Remember to
keep your language positive, emphasizing what you can do and
not what you can not.
Saying “no” is one of the most difficult situations you will ever
face in customer service. The professional way to say “no” is to
avoid actually saying the word “no”. Instead, make “can do” the
heart of your response:
Be sure to keep your voice and face optimistic because that attitude
often carries right over to the customer.
You may face the most frustrating “no” of all, when it’s too late to
fix the situation. In this case your “can do” statement is about the
future. For example you could say,
that information.”
#4 Step: Follow
Through Follow through with the solution you mutually determined. As a
customer there is nothing worse than determining a solution and
then not having follow through. Do what you say you are going to
do. What about if you talking to a customer on the phone? The
system is the same. The only difference on the phone is that we
cannot see each other body language. So listen between the lines
for subtleties that reveal hidden anger such as a very insistence
tone.
“Sorting” Some customers however are more open with their anger on the
phone. The distance from you helps them feel anonymous, so they
will really let loose. When you hear excessive language, here is a
tip – practice the skill called “sorting”. Sort out the negative words
and tone of voice so you can concentrate on the real problem.
Place a higher priority on the part of the message that conveys
what the real problem is. Sorting helps you stay focus. It can be
used face-to-face as well as on the phone.
For telephone situations here are three (3) special tips:
“Ok” or
“I see” or
“go ahead”
Customer Service
• Never make the customer wrong: Be sure you never
Essentials
make the customer wrong by saying “you are wrong” or
“that’s not true” You don’t want a head-to-head battle.
• Keep things neutral: keep things neutral by stating the
fact.
• Show or tell the customer where you are getting your
information – this will lend credibility to your answer.
• Don’t let things get personally threatening: by saying the
customer did not read the contract properly or he did not
pay attention.
So, here is the new motto, “Customers may not always be right,
but they are our customers” Even the unpleasant ones deserve our
attention and consideration. Your customer is looking for action,
looking for someone to help with their problems.
One final tip: Do something extra for the customer. It may not cost
you much, but it will repay handsomely.
SUMMARY Here is what it all comes down to. What story do you want your
customer to tell? Do you want them telling others that you argue
with them, got defensive, and made excuses? Or do you want them
to tell about a professional who listened respectfully, remained
patient, and help them solve their problem?
One thing is certain. They will tell the story, and you could be the
villain or the hero. Its your choice.
ANSWER
Remember team work, and remember the
image of your organization. If you start
bad-mouthing another employee, it is going
to reflect on everyone including yourself.
So, be very careful how you refer to what
happened, something like this “I
understand a mistake was made” so that
way you are not blaming any individual.
ANSWER
Let the customer do it, because probably
that customer need an authority to give the
information. In many cases the supervisor
would say the same thing you did but it will
just have more credibility behind it. Don’t
be sensitive about this because the
customer might say “I need to talk to
somebody who knows something. We
recommend though that ahead of time you
find out what your supervisor guidelines
are. May be your supervisor wants you to
handle the customer up to a certain point,
so just find out about that in advance.
EFFECTIVE COMMUNICATION
It your responsibility
INTRODUCTION
Being able to effectively communicate is not an easy thing to
do. This forms the basis for this training. Effective
communication, sometimes, involves improving your
listening skills so as to properly understand what is being
said; at other times, it is to do a better job of getting your
message across. Usually, we blame the other person when
the communication did not go all that well.
PRIMARY CAUSES OF
MISCOMMUNICATION
1. People Think Differently: Some people are
relationship oriented in their thinking while others are
technical; some are aggressive and dominate while some are
shy and layback. Think about the different styles between
precise doctor, a timid neighbor, or a top local police officer;
what about the difference between a controlling co-worker,
an aggressive lawyer, and even a favorite television
character. Because people tend to think differently, they
communicate differently.
Therefore, to help overcome these communication
differences, we will talk about ways to send clear and more
understandable messages, and how to listen and understand
more effectively.
2. Word Interpretation: This is the second factor
leading to communication. For example the word ‘quality’,
what does it mean to you? While we all may generally use
the same word in discussions, we tend to understand and
interpret them in completely different ways. The word
“quality” might mean “technical perfection” to one person
while it means “reliable performance” to another. How do
you define it? Word interpretations like these can lead to
miscommunication. So, we will be talking about how to
check for understanding as both the sender and receiver.
3. Ego: The third factor that contributes to
miscommunication is our own ego, pride, personal opinion,
and defensiveness all get in our way. We give you some
strategies for keeping focus on the goals of the conversation
and away from your ego.
4. Poor Listening: The fourth factor in
miscommunication is poor listening and this is a big one.
Most of us think we are great listeners, when in fact, we are
terrible, therefore, we will spend some time in the art of
listening.
Your role as sender and receiver are equally important in
achieving successful communication. Where do we start?
Your Role as the Sender When you choose to communicate a message, you have a
goal in mind, to share information, to share feelings, may be
promote an idea, or sell a product. Whatever your message,
you are responsible for constructing a clear, precise message.
You cannot count on the listener to sort out your thoughts,
ideas, or objectives. You must do that yourself by knowing
and using the tools of communication effectively.
Responsibility #1 - know and These tools of communication, when used properly, allow
use the tools of you to construct a clear, precise message. What are the tools?
communication
1. Verbal Tools – These are the words you choose to
use during a communication. It is always best to use
precise, concrete words and images “Talk” is more
concrete than the word “discuss”, even though they
share a similar meaning. Just because you may have
learnt some attractive and very interesting words
from Oxford dictionary last week does not mean you
should use them when you are trying to achieve
communication. Remember that word interpretation
is a leading cause of miscommunication. So, keep
words simple, keep them clear why use the word
“repudiate” when you can say “reject”? Or ‘that is a
note worthy concept” make it simple with “that is a
good idea”
Looking Relaxed One of the most difficult and important physical action you
can take during any kind of communication is to relax,
especially when delivering a tough message. You can even
practice looking relaxed when you are not because it will
make you appear more confident and your verbal massage
will be accepted easier. So, how do you look “relaxed”?
Release your massage so that you don’t have to think as you
go, lean forward, maintain and hold eye-contact, make sure
your tone of voice and volume are consistent with your
words, and your speech is clear and strong.
Weaknesses of body language Lets take a look at some of the weaknesses of body language
and see how to turn it into powerful communication skill.
Revision
These are your communication tools – verbal, vocal, and
physical. They can work either for you or against you.
Responsibility #2 - Know
what you want to achieve as a
result of communication It is your responsibility to know what you want to achieve by
communicating. You may not always be aware of this, but
whenever you talk to someone or send a memorandum, you
want something specific to happen. Perhaps to sell an idea,
to layout expectations, may be to change someone’s
behavior, to inform or get a boss update on a project, or even
obtain apology for something that was hurtful. As you know,
there are lots of reasons for communicating. Keep in mind
that you have a responsibility to know what your own goal is
for each communication, and what you want to achieve. How
do you do that?
Responsibility #3-
Understand Your Audience
Once you are clear to yourself on what you really want to
achieve, your next responsibility is to understand your
audience. Is your audience your boss, your spouse, your
team, co-worker, or your 10-year old son?
Ok! Once you got a good idea about your goal, and thought
about whom you want to communicate to and their needs, its
time for your fourth responsibility.
Responsibility #4: develop It is important to simplify your message as much as possible,
and Present a clear, precise Which can reduce the opportunity to miscommunicate? How
message. do you do that?
SUMMARY
Delivering effective communication is never easy. You can
improve your odds significantly by following the six (6)
responsibilities of a communicator.
AIM
In this training, I will share with you some of the skills for giving
and receiving criticism.
Benefits of Criticism
You might be wandering why we don’t just stop criticizing with
other. It’s because when criticism is done correctly, it can be a
great way to learn. When you hear about fault, mistake or a
problem, you have the opportunity to correct them, and to learn
how to avoid the same error the next time. We should strive to
learn and grow not by building on our strength, but also by
improving on our weaknesses. Properly giving and receiving
criticisms can help identify these areas of potential growth and
improvements.
RECEIVING
CRITICISM Its easy to take criticism when its constructive and the critique’s
skill is diplomatic. However, the challenge comes when we have
to take criticism from someone who is not particularly
constructive in their communication style. We must learn to be
1. Fight
2. Flight
3. Evaluate
Fight Reaction 1. You might pick up that stick and throw it back at the other
person. That’s the fight reaction; its quick and aggressive.
When we do this while receiving criticism, the overall
message is, “that couldn’t be true” or “you don’t know
what you are talking about.”
This is how a person responds when they feel they are
above criticism.
Flight Reaction 2. A second way to respond when you see someone throw a
stick at you is to run away from the other person to prevent
further conflict. This is the Flight respond. Some of us feel
over-whelmed and intimidated when we are criticized. We
think, “I can’t do anything right” or “this is so unfair.”
This is how a person response when they lack self-
confidence or they have been hurt by poorly giving
criticism in the past.
Evaluate Reaction 3. The third and final reaction to criticism is Evaluate. This is
the one we should strive for. Instead of being defensive or
running away from the problem, lets decide to pick up that
stick and examine it. Ask the person who threw it to
explain why they did so. This way you seek to understand
the criticism and analyze it.
2. Ask questions: This step help both you and the person you
are communicating with. By asking questions, you show a
sincere interest in understanding the problem. You also
achieve emotional balance by beginning to treat criticism
as facts instead of personal attack.
GIVING
CRITICISM Now let’s talk about giving criticism. Your goal in giving criticism
is to help your listener avoid the Fight or Flight reactions in favour
of the Evaluate reaction. You want the criticism to be non-
threatening.
Effective criticism depends not only on what you say at the time of
the criticism but also on what you say leading on to the criticism
and after. Long before any difficult issue comes up, you need to be
laying the ground work to promote effective criticism.
Laying the
Groundwork 1. Offer positive feedback on a regular basis. It’s a nice
surprise when your colleagues hear you say, “thanks for
getting back to me quickly” or “I’m glad you included me
in the meeting today.” Brief sincere statements let the other
person know that they are appreciated. The pay-off is that
the other person would listen more attentively when you
offer criticism.
Now that we have laid the groundwork, let’s look at the actual step
to giving criticism. There are three guidelines to giving effective
criticism.
So, you have laid the groundwork, and you know the three
guidelines for giving effective criticism. Now lets take a moment
to look at a formula that gives you gives a way to organize your
communication step by step. I call it the three R’s.
hear.
Using the three R’s for giving criticism can also be used in a team
situation, just be sure to continue to focus on giving other team
members feed back that has a positive intent and a positive result.
Following the three R’s could even help people who have difficult
with criticism in the past.
Commitment A final tip for giving criticism is to lock in the commitment; use
strong words and communicate them with emphasis. “I appreciate
your commitment” or “I’m counting on you” are two ways to hold
people responsible. You want your criticism to be about action not
hot air.
SUMMARY The three A’s for receiving criticism and the three R’s for giving
criticism are the two formulae you need to effective give and
receive criticisms like a professional. Remember:
QUESTIONS ANSWER
How can I handle my frustration Criticism in public does have more tension than criticism
if I am criticized in public? in private, so you can ask the critique can we move down
to where is private. But sometimes the criticism needs to
be in public because it’s a team issue, it’s a meeting. In
that case, you want to use the A’s, you acknowledge, you
ask questions, but remain non-defensive; keep your voice
even, make eye contact with your critique. Now, lets say
the critique is making a brutal attack, trust that the
people at the meeting would know that that’s what is
going on, and they will admire you if you are calm and
professional.
What if I feel the criticism I hear Criticism usually seems unfair at the beginning. We are
is unfair or unjustified? just so sensitive to criticism. That’s why you ask the
questions, you are seeking the validity in it. Lets say you
have gone through the whole process of evaluating the
criticism and you still believe its unfair, at this point you
need to stand up for your self; so you can say something
like “I want to explain to you now why I did it that way”
or “my view is very different from yours” That’s
standing up for your self without putting the other person
down.
What if I can’t get the critic to be Keep asking those questions; reword those questions.
specific? “can you give me an example” “can you tell me what I
was doing at the time” May be you can try another
technique and this is multiple choice. Now let’s say that
the critic says your staff meetings are boring. Run him
through some possibilities, “what the meeting boring at
the beginning? How about the video I showed, was that
boring? The company announcement, anything wrong
there?” Something just might click and you’ll get a
response from your critic. This is called Inviting
Negative Feedback, and you are making sure the critic
feels safe telling you what was wrong.
How can I give criticism to Somebody who has a chip on their shoulder is going to
someone who has a chip on their get defensive or feel hurt no matter how tactful you are.
shoulder? Well, what can you do about it? Continue being tactful,
it’s the proper thing to do. But don’t let the person
escape; don’t let them off the hook just because you are
getting defensive reactions.
What if when I’m giving criticism This is an extreme reaction of Flight. The person is
the other person breaks down in completely running away from the criticism. So, what
tears? you want to do is wait; when somebody is crying, you
just need to let the conversation stop. You could even
make an appointment and say lets resume in 30 mins.
Now, you need to return with that person and stay with
the issue of criticism; don’t let them escape even though
the tears have gotten in the way, if it is a significant issue
stay with it.
Is it possible to give criticism to Yes it is. This is criticizing in the awkward direction, so
my boss or someone else in a you want ask yourself some key questions. “Is the issue
higher position? important? Does it affect my work? Can I state the
criticism in a way that it does not challenge the authority
of the person I am talking to?” Here is a actual example.
We’ll call this man John. John was giving many request
from his boss to write reports. We would write the report
and submit them and hear nothing in return; he was not
getting any feedback. So he did not know if they were
good or bad report. John felt very critical of his boss’s
management style. Here is what he decided to do. The
next report he submitted he said, “if I call you in a week,
could you tell me two or three things you like about the
report and two or three things you do not like.” He
called in a week and he got the feedback. His technique
worked. Now, that was giving criticism with finesse
because he was really asking for what he wanted.
Is there a best time to give Timing is everything in communication. So, you want to
criticism? communicate soon; after you have seen the negative
event, communicate soon. I mean within 24hrs. Within
that 24hr time frame, you still have some choices; select
the time when the other person will be more receptive.
Just think about it, Is this person a morning person, or Is
this person an afternoon person? Are times when the
person is swapped with work and really could not pay
If I have many issues in my Pick the priority. Lets say you have 17 or 18 negative
criticism I’m giving, where things to tell somebody. If you would tell them all those
should I start? points at once, the person would feel – I’m dumped on.
So pick out the priority, what matters the most right now.
Help the person listening to you focus on the criticism;
you’d probably get better result.
Through the audience they would come up with the answers, “Its
to make a profit,” “Its to kill the competition,” “Its to grow” and
so on.
“No”, I then tell them that the purpose of a business is not to make
a profit; it is to create and keep a customer.
The Purpose
of a Business: To create and keep a customer.
The Second Sale The second sale is the most important sales. The first sale is the
most difficult but the second is the one that’s most important.
Why? It’s because the second sale is the proof that you delivered
on your promises. The second sale is the proof that or the
customer put their stamp-of-approval that “you did do what you
Focus Of
Customer Service
For that reason, the entire focus of customer service must be on
achieving the second sale.
And the third sale, and the fourth sale; but everything you do
have to look beyond the current sale to the second sale and the
third.
Customer Retention:
is the true measure of
business quality – both
product and services
Customer
Retention Customer retention is the true measure of business quality – both
of business quality for your products and for your services. Your
ability to retain customers, repeat customers business is the way
you can tell if you are doing what you promised you will do; if
you are actually fulfilling your responsibility in your business.
Satisfied
Customers Now, we know that satisfied customers today tell 3-8 people;
they mention it in passing that they shop there and it was a good
experience.
Dissatisfied
Customers
Dissatisfied customers tell 8-13 other people; some tell as many
as 20-30 people. Some dissatisfied customers make it a life-long
job to tell other people not to buy from you. You cannot afford to
nerve-driving people like this in your market place.
Most Expensive The most expensive customer of all is the one who just walks
Customer away and never comes back. The customer who does not
complain, 95% of customers don’t complain, they just have a bad
experience, they raise an eye-brow or attempt to bring it to your
attention, and if there is no response they just walk away and they
never come back. And that customer can kill your business.
Reasons for
Customer
Defections 1. Indifference on the part of someone in the company
(68%).
Rules for
Customer
Rule #1
The customer is always right
Rule #2
When in doubt, refer back to Rule #1
You can develop you own customer service strategy very simply.
Key Elements of a
Customer Service
Strategy
1. Begin with your own experiences.
Ask yourself what are the best customer service
experiences that you have had. Think of the stores, think of
the places, think of the people, and think of the companies
that have really taken wonderful care of you and made you
feel really good about yourself.
What are the very best policies of the best companies out
there? Remember you have got to be the best in the
business if you want to be the best in the business.
You would like them to say that you are warm, friendly,
kind, quick, generous, responsive, easy to get along with,
cheerful, pleasant; positive? What kind of words do you
want your customer to use? And then of course what can
you do everyday to make sure that your customers use
those words?
“The Test”
Most Important tell their friends to buy from you. Your customers are
Determinates of continued source of referrals. Do you know that “word of
Long Term mouth is 84% of the reasons people buy today; that means
Business Success somebody tells that your product and services, your
company is good, and you need to have every customer out
there selling for you. Do everything possible to get your
customer selling for you every time they talk to someone
who can use your product or service.
that you really care about them and you really want their
business.
7. Continually look for ways to build customer loyalty, and
increase customer retention. Every minute, everyday, ask
your self:
• What can I do to increase my customer loyalty to
me?
• What can I do to reward my customers?
• What can I do to show my customers how much I
appreciate them?
• What can I do everyday to get customers for life?
Extracts from the video tape on Making customers happy by Brian Tracy
Introduction
Everybody that is working has one job; everybody’s job is problem
solving. Everybody reading this is in the job of solving problems
because that is what you do all day long. If what you do could be
mechanized or automated, and done by a machine, they would not
need you.
“No what your job title or description, you are also in the business of
customer satisfaction”
“Your ability to serve and satisfy your customers better than someone
else is the key determinant of your success in work.
This is because if someone else can satisfy your customers better than
you can, they will also always have an edge over you. Live is a game
of Leap-Frog - they get better than you, you get better than them, ,
you get better than them, they get better than you; and its leap-frog
one step at a time. You always have to be looking for ways of doing it
faster and better than someone else is willing to do it.
Everyone Has A
Customer Here is the rule: everyone has at least one customer.
Here are your two customers – the person that depends on you, and
the person that you depend upon.
The Person 1. First of all, the person who depends on you. The person
Who Depends who depends on you includes your customer in the market
On You place, your boss, your staff, your co-workers, any body
within your business life who depends on you to do your
job so that they can be successful in doing their job or
getting their result is your customer. Its very important to
look round you and realize that there are a network of
people who are your customers.
The Person That You 2. The second general customer you have is the person that
Depend On you depend on. The person you depend on for sales, for
income, for promotion, for security, for love; anyone that
you depend on for the quality of your life either your work
or Christian life, is your customer, because satisfying this
customer is absolutely indispensable to your long-term
happiness and success.
Generally speaking
When you are not serving the customer directly, you better be serving
someone who is.
Levels Of Customer
Service There are four levels of customer service in the market today, and this
is very interesting because most people just think of customer service
as one big lump, but its not.
The Key
Commodity – A
Perceived View Of
Your Products Now, must product and services in the market places are perceived
/Services initially as commodity.
In other words, the customer looks in the yellow pages and there are
all the companies in your business that offers the same products and
services. As far as the customer is concern, when they approach you
or you approach them, you are all the same. You are just like a big jar
of marble; you can reach in and pick any one of them.
What is a
Commodity?
How is a commodity defined? You may not like this definition, but
here it is – A commodity is defined as “just the same as everyone else,
completely undifferentiated, no special qualities or abilities that sets it
apart, and it is sold solely on the basis of price.”
This is why customers say “How much is it?” “How much is it?”
Because until you can somehow differentiate and show that your
product/service is somehow vastly different or better than your
competitors, this is the initial approach of your customers.
Notice: the décor is there, the prices are there, the food is there, but
the way it is served is everything in terms of whether or not it is a
quality experience.
A Reputation For
Service Excellence
A reputation for service excellence allows you and your company to:
Quality service
ratings:
1. When people feel that you are excellent at what you do, you
differentiate yourself by that degree from your competitors,
and
2. Sometimes, excellent quality service is the only way that you
can stand out because you can not change your product/service
dramatically enough to make a difference.
What is a “Quality
Rating”?
If you were to take all the companies in your industry in the market
place and you were to bring in an outside company and go around and
ask hundreds of customers, “On your perception, what are the highest
quality companies in this market place?” And you give out the list of
major companies and ask they be rated from 1 to 10.
What is quality?
QUALITY =
What the customer says it is.
Quality is what the customer says it is. Quality is not what you say it
is. Quality is what the customer says it is. And the customers are very
specific and they are always changing. So the very companies are
always asking their customers want do you want and what do you
want more off; what do you like, and what don’t you like? How can
we serve you better?
• Shop your competitors – One of the best things that you can
do is “shop your competitor”. Go to your different competitor;
go through their stores; look at how they lay things up; call
them up and see how they answer the phone; invite their sales
people to call on you and see how they sell; Find out what you
have to compete against; find out who you have to be if you
want to improve your quality rating in the market place, and
especially if you want to be the best the market place.
To Practice the
“Moment of Truth”
Approach to all
Customer Relations
1. Appearance: the first part of moment of truth is the
appearance. The appearance of your people; the appearance of
your facilities; the appearance of your materials; make sure
they are clean, sharp, modern, polished.
Just the very fact that your place of business, and your people,
and your materials look good is a real positive moment of
truth.
the person who answers the phone? Do you know that 99% of
your contact, of your customers can sometimes be by
telephone? And the person who is really great on the phone
has tremendous impact on how that customer feels about you
and your products and services. We feel that companies that
have the nicest people probably have the best products and the
best prices.
Imagine, for a moment, that you are the President of you own personal
services corporation. Remember that you attitude towards what you
do, your attitude towards your customers, your attitude towards your
job, determines your approach; it determines how you walk and talk, it
determines how you respond; it ultimately determines your whole life.
Your Long-term
success depends on
satisfying your
customers.
Your long-term success, whatever you do, depends on satisfying
customers.
EXERCISE
• Here is an exercise. If customers are coming to your company,
imagine that every customer who calls on you is a “mystery
shopper”. Do you know what a mystery shopper is? Well,
there are companies that would send people to patronize a
firm, and these are “mystery shoppers”. These are people, who
are writing up reports that would go into national publications
like consumer reports, in terms of what kind of company this
is; what kind of people they are; how they treat their customers
when they come.
With regards to your customers, always do more than you are paid for.
Always do more
than you are
paid for
Always do more than the customer expects; always meet, exceed,
delight and amaze your customers
Summary
Remember everyone makes their living serving someone. So, ask your
self this question continually, “what can I do to serve my customers
better today”. Every day, every hour be asking yourself and others,
“what can I do to serve my customers better today?”, and whatever the
answer to that, don’t hesitate, don’t delay, just do it!
INTRODUCTION Probably the most important and over-looked piece of office equipment
today is the telephone. No matter how you look at it, the telephone is an
important and powerful tool. Unfortunately its too easy to take talking on
the telephone for granted, because talking on the phone is so common.
Now, you might be saying I don’t deal with customers on the phone, so its
not that important. You know what, everyone deals with customers. They
may be internal customers, external customers, clients, or even partners.
No matter whom you deal with on the phone they are your customers.
Its up to you make sure they feel valued and appreciated. So, why do we
some times make errors in dealing with people on the telephone? May be
its because when we deal with people over the telephone we do so
differently than we talk with them face-face. Think about it. When you are
on the phone, do you shuffle papers, re-organize your desk drawers, update
your roller deck? Unfortunately, many of us do. All of these things break
your focus which should be on the person on the other end of the phone.
In this programme, we like to provide you with ten skills that can improve
the way you use the telephone. Well, we can’t guarantee success; we can
guarantee that if you follow these principles you’d be well on your way to
being more successful using the telephone.
These three (3) really emphasize showing the caller that you care.
Skill #2: Be To get the most out of every phone call, you need to be prepared; not just
Prepared with what you are going to say or what you want accomplish in the call,
but also your environment. Ask yourself the following questions to see if
you are making the most out of your phone calls:
By making sure you are prepared for every call using the above questions,
you’d be taking important steps to maximize every phone call you make.
Holding Calls
There are four steps to correctly putting people on hold:
1. Always Ask:- Some callers are not able to hold, they have a time
limitation or may be they are calling long distance. So, be sure to
always ask if the person would hold.
2. Explain why you’re putting them on hold:- Explain why you’re
putting them on hold; explain that you need to gather information,
or go to another location in order to serve their need.
3. Be Sure To Check Back Every 30 seconds:- Check back on the
caller to give them an update on how you’re coming with their
situations.
4. Thank them For Holding:- When you take them of hold, thank
them for holding. Its only common courtesy. They gave you the
time you needed to prepare to deal with their situations, so be sure
to thank them.
One last thing about putting people on the hold, if you have the
hold feature on your phone, use it. Use the Hold button on your
phone. If you are afraid to use technology, practice. Learn how it
works before the situation arises.
Transfering Calls
Now, let’s talk about transferring. There is a right and wrong way
of transfer. To properly transfer a person there are four steps:
1. Get The Person’s full name: Make you get the person full name and
have it spelt correctly.
2. Get the name of their company
3. Get their full telephone number
4. Find out why they are calling
5. Find a good time to call back: Find out from them when is a good
time to call them back.
Let’s start with how to leave good messages. There are five things to
remember when leaving a message:
Difficult
Customer
Dealing with a difficult or upset customer over the telephone is extra hard
because you can’t see the other person. So, much of what we say or do is
based on reading the other person’s non-verbal. Obviously over the
telephone we can’t do this. This is why it’s so important to have a process
with dealing with the upset customer.
First realize that when you dealing with an upset customer you are dealing
with two different problems.
iii) Take action: After you got the information you need to solve
the problem, determine what alternative are available and state
the alternatives to the caller. If possible, let the caller choose the
next step. You will find that they take more ownership of the
problem.
Have you ever been put in a situation where you have to say no to a
customer? You do not like it, and the caller dislike it even more but it’s a
fact of life.
1. The first thing that you need to do when dealing with a situation
where you have to relay bad news or say no is to take responsibility
to deal with the situation in an open and honest manner. Many
people try to avoid the real issue, in the long run this hurts much
more than it helps.
2. Clearly state the situation to the customer and be sure they
understand the situation. Usually you should try to start your
statement with a positive. If you start with a positive and then get
down to the real situation it makes it more acceptable to the
customer.
3. After you’ve stated the situation, tell the customer what you can do,
offer alternatives. Let them know you are trying to help them.
4. Finally, try to end on a positive note. It could be as simple as
saying “thank you” or telling the customer how much you value
their business.
Skill #8: Use The
Features Having to tell people no is no easier over the telephone than in real life, but
Available on Your if you understand how to do it professionally, the situation would be much
Phone easier to handle.
This tip is about as simple as our earlier, “Taking Messages”. Ask yourself
Skill #9: Be “Do you know how to put people on hold, transfer correctly, use multiple
Prepared For lines, conference call?” If you answer “no” to any of these questions, take
Difficult the time to practice before you really need it; its as simple as reading the
Situations instructions that come with your phone.
It does not matter what you do, it just matters that you do something.
If you concentrate on these ten tips, you will be well on your way to
maximizing the use of the most important tool in your office today, the
telephone.