Customer Service Training

From trainervista.com
The Basics Customer Service
•  Use all your tools

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Introduction
• Introduction If you provide
service to customers, your words
and behaviours are the tools you
use to create a positive customer
perception of you and the
company you work for. Whether
you are a novice working with
customers or a seasoned pro, what
you do and say will affect how
customers see you. You can’t help
it. Customers will form opinions,
so you might as well learn how to
create positive opinions. But you
need to know how to do that.

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 What to anticipate?
• What to anticipate? That’s what
this presentation will teach you
about the techniques you can use
when interacting with customers
so they will walk away with
positive feelings about the
experience. You’ll learn about very
specific things you can do or say in
all kinds of customer interactions.
You’ll learn how to deal with
difficult customers. You’ll learn
how to approach customers and
how to get information from them
so you can do your job.

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What to anticipate?
• What to anticipate? You’ll
learn to deal with customer
service problems quickly,
efficiently, & professionally.
• Best of all, the techniques
here will fit your needs,
whether you call centre
executive, serve burgers,
staff the desk in a hotel, help
people in health care
environments, or even work
in government.

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Understanding What Customers Want
• Understanding What Customers
Want The key to customer service
is doing the right thing at the right
time. To be able to choose the right
techniques and to use them
effectively, you have to understand
what customers want.
• If you address these, you create
positive customer perceptions
about you and your company,
which means fewer arguments
fewer hassles and better customer
relationships. Next slide has a list
of the most important customer
 wants and needs.

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The List
• The List Problem solved
effort Acknowledgment and
understanding choices and
options Positive surprises
Consistency, reliability, and
predictability value (not
necessarily best price)
reasonable simplicity Speed
Confidentiality Sense of
importance

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 Customer Service Tools and Technique
• Customer Service Tools and Techniques
There are tools and techniques for every
trade and profession. Those in customer
service are no different, although they use
less tangible tools than carpenters and
plumbers.
• The tools and techniques of effective
customer service have to do with what
employees say and do with reference to
each customer.
• Top-notch customer service employees
know how to use each specific tool and
how to match tools to specific situations.
When you understand the tools available
and understand the basics of customer
service from the introduction, you’ll be able
to choose the right tools for each customer
service “job.”

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Customer Service Tools and Techniques

• Customer Service Tools and Techniques

Above and Beyond the Call of Duty
• Acknowledge Customer’s
• Needs Acknowledge without
encouraging
• Active Listening
• Admitting Mistakes
• Allowing Venting
• Apologize Appropriate
• Nonverbal Appropriate
• Smiles Arranging
• Follow-Up
• Assurances of Effort Assurances of
Results Audience Removal Bonus Buyoff

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 Customer Service Tools and Techniques
• Customer Service Tools and Techniques
• Broken Record
• Closing Interactions
• Positively Common Courtesy Completing
Follow-Up
• Contact Security / Authorities / Management
• Disengaging Distraction
• Empathy Statements
• Expediting
• Expert Recommendations
• Explain Reasoning or Actions
• Face-Saving Out Finding
• Agreement Points
• Finishing Off/Following Up Isolate/
• Detach Customer Levelling

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Customer Service Tools and Techniques
• Customer Service Tools and Techniques
• Managing Height
• Differentials /Nonverbal
• Managing Interpersonal Distance
• Not Taking the Bait Offering
• Choices/Empowering Plain Language
• Pre-emptive Strike Privacy and
Confidentiality
• Probing Questions Pros and Cons
• Providing Alternatives
• Providing a Customer Takeaway
• Providing Explanations
• Questioning Instead of Stating Referral to
• Supervisor Referral to Third Party

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 Customer Service Tools and Techniques

• Customer Service Tools and Techniques

• Refocus Setting Limits
• Some People Think That (Neutral
Mode)
• Stop Sign-Nonverbal
• Suggest an Alternative to Waiting
• Summarize the Conversation
• Telephone Silence
• Thank-You's
• Timeout
• Use Customer's Name
• Use of Timing with Angry Customers
• Verbal Softeners Voice Tone—Emphatic
When Question You're Right!

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