Basics Of Customer Service - Kansastag.gov

Basics Of Customer ServiceHow to treat in house customersand guests with Respect!

Introduction If you provide service to customers,either to co-workers or guests, yourwords and behaviors are the toolsyou use to create a positive customerperception of you and our Agency. Whether you are a novice workingwith customers or a seasoned pro,what you do and say will affect howpeople see you and our agency. Youcan’t help it. Customers will form opinions, so youmight as well learn how to createpositive opinions. But you need toknow how to do that.2

What to anticipate? That’s what this presentation willteach you. Techniques you canuse when interacting withcustomers so they will walk awaywith positive feelings about theexperience. You’ll learn about very specificthings you can do or say in allkinds of customer interactions.You’ll learn how to deal withdifficult customers. You’ll learn how to approachcustomers and how to getinformation from them so youcan do your job.3

What to anticipate? You’ll learn to deal withcustomer serviceproblems quickly,efficiently, andprofessionally. Best of all, the techniqueshere will fit your needs,whether you are anexecutive , office worker,or even work ingovernment.4

Who are your customers? Who are your customers, really?Too often, the definition ofcustomer is limited to someonewho is outside of our agency. Look up customer in yourdictionary. The definition is aperson with whom one hasdealings. In fact, everyone who works hascustomers regardless of whetherthey work with external, payingcustomers or internal co-workers. Customers fall into external andinternal categories.5

Who are your customers? The external customer: These are thepeople you deal with, either face-to-faceor over the phone, who requestinformation or assistance from you. Theyare customers in the traditional sense ofthe word. Without them there would beno paycheck. If your definition of acustomer stops here, you are only seeinghalf the picture. The internal customer: The other half ofthe picture is the people who work insideour agency and rely on you for theservices, products, and information thatthey need to get their jobs done. They arenot traditional customers, yet they needthe same tender, loving care you give toyour external customers.By expanding your definition of a customer toinclude your co-workers, you are taking a vitalstep toward excellent service.6

Let’s start with a few things to do and a few NOT todo: First and foremost to providingexcellent customer service is toLISTEN – whether it takes 10 secondsor 10 minutes. Let the customer talkso you can adequately take in andunderstand what they are saying.There is nothing more frustrating to acustomer than explaining why theyare calling only to have the customerservice representative give aresponse that has nothing to do withwhat they are calling about.L – LetI – InformationS – SeepT – ThroughE – EveryN - Nerve7

Let’s start with a few things to do and a fewNOT to do:Ask only relevant questions– get to the underlyingissue so you can quicklyget to a resolution or at aminimum a plan of actionto get to a resolution. Ifthat means you need totake the customersrequest to your manageror speak with anothergroup, let the customerknow your plan.8

Let’s start with a few things to do and a few NOT todo: Don’t let your bad dayreflect on yourcustomers – and viceversa. Don’t let adifficult customer makea bad day for you andaffect other customers.9

Let’s start with a few things to do and a fewNOT to do:Knowledge is power – however, ifyou don’t know the answer toa customer’s question, don’tmake one up. Advise thecustomer that you will get theanswer and set a follow-up tocall or e-mail them as soon asyou have the answer. If at allpossible, provide the customera timeframe of when to expecta response from you. This willalleviate any false expectationsby the customer and preventunnecessary repeat calls fromthe customer, which ultimatelylead to customer frustration.10

Let’s start with a few things to do and a few NOT todo: Know your voice tone - The words you say areimportant, but just as important is the tone of yourvoice while you are saying them. Is your voice tonesincere and polite or rude and angry? Voice tone andinflection sends a message to the listener, or in ourcase, the customer. Although you may genuinely besincere, your tone could reflect anger, rudeness oreven disrespect. This is a quick turn-off to a customer. To test your voice tone, enlist the assistance of friendsor family members. Set up a mock situation and recordyourself, or if you don’t have a way to record it, asksomeone to listen while you play out a customerservice call with another person. Also, do not hesitateto ask friends and family how you come across to themin various conversations (calm, controversial, etc.)Most often they will be (brutally) honest with you.11

Let’s start with a few things to do and a fewNOT to do:Be polite – kindness andpoliteness is like sugar,sweetening even theworst of situations. Whena customer is frustrated,angry or concerned theyare looking to you to helpthem. Respondingnegatively, harshly orwithout concern will onlyworsen the situation andvery likely cost thecompany a customer.12

Let’s start with a few things to do and a few NOT todo: Know your customer – If you keepreferring to Mrs. Johnson ofJackson Avenue as Mrs. Jackson ofJohnson Avenue, you can be sureshe will not continue doingbusiness with your company. Whileany business can make a mistake,constant misspelled names andsimilar foul-ups do not encourageregular customers to return.13

Our Commitment to Customer Service Great customer service is notan accident. It takes effort,dedication and commitment. This commitment and supportis required from everyone inthe agency. Whether customer service isprovided by a live person, byphone, or by e-mail, providingexcellent customer servicerequires all agency personnelto commit to and practice thefollowing:14

The List Commit to quality. Everyone in the agency needsto be devoted to creating a positive experiencefor the customer. Always try to go above andbeyond customer expectations.Treat people with courtesy and respect.Remember that every contact with a customer —whether it's by email, phone, writtencorrespondence, or face-to-face meeting —leaves an impression of our agency. Alwaysacknowledge your customer by using phrases like"sorry to keep you waiting," "thank you," "you'rewelcome," “if you need any further assistanceplease be sure to contact,” and "it's been apleasure" Always thank the customer forcontacting your agency.15

The List Never argue with acustomer. As you know, thecustomer is not always right.But your focus needs toremain on how to correct oralleviate the situation Don't leave customershanging. callbacks and emailsneed to be handled with asense of urgency. Customerswant immediate resolution,and if you can give it tothem, you'll probably wintheir respect.16

The List Always provide what youpromise. Don’t promisewhat you can’t deliver.Fail to deliver and you'lllose credibility. If youguarantee an answerwithin 24 hours, get theanswer out within 24hours or less. If you can'tmake good on yourpromise, apologize.17

Communications Communication is thecrux of providingexcellent customerservice. Below are a fewtips in communication: WrittenCommunications:– Watch yourabbreviations –– Check spelling andgrammar –18

Communications Verbal Communications: Be Professional at all times.Refrain from using slang,childish or derogatoryspeech. Speak to yourcustomer with respect. Be clear and concise whenspeaking. Speak at a pacethat your customer will beable to understand andcomprehend yourstatement or question, andavoid using jargon.19

Six Basic NeedsEvery time customers do business with you, theyare, without fully realizing it, scoring you on howwell you are doing, not only at giving them whatthey want, but at fulfilling six basic customerneeds. Following is a list of these needs: Friendliness: The most basic of all customerneeds, friendliness is usually associated withbeing greeted politely and courteously. Understanding and empathy: The second mostbasic of all customer needs. Fairness: The need to be treated fairly is highup on most customers' list of needs. Control: Control represents the customers'need to feel as if they have an impact on the waythings turn out. Options and alternatives: Customers need tofeel that other avenues are available to gettingwhat they want accomplished. Information: Customers need to be educatedand informed about the policies, and proceduresthey encounter when dealing with our Agency.20

In ConclusionImportant to Remember –Providing excellentcustomer service can bejob security.To become a “CustomerService Superstar” takethe Customer Service skillsassessment quiz.Your completioncertificate and score willbe forwarded to you byHR.21

teach you. 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