Exceptional Customer Service For Payroll Professionals
Exceptional Customer Service for Payroll Professionals Fred Weissert Payroll Manager dck worldwide, LLC
“Life is a series of customer service experiences”
“Payroll touches everyone in an organization from the top down”
Define Customer Service We all can define a bad Customer Service but can we define GOOD Customer Service? What does it look or feel like?
Levels of Customer Service Rude Indifferent Exceptional
Three Truths of Customer Service Meet/exceed expectations Be competent Do it fast! Do it NOW!
Who are our customers? Internal – Employees Employees Management Staff Administrative Staff External – Vendors, Banks, etc.
Know you’re there to serve Look professional Offer a professional, confidential environment to discuss issues Make time to listen to customer’s issues Provide documented information
Employee Expectations Expectations come from: Previous customer service experiences Previous organizational experiences Reputation Other’s Services
Why Employees Get Upset: They didn’t get what was promised Someone in your organization was rude to them They perceived an attitude of indifference No one LISTENED
What Employees Want you to Do: Listen Take responsibility and ownership Pay attention to the details Remember it’s their time and their money!
What Employees Want you to Do: Understand the needs of those you serve Ask questions Gain your customers’ trust Provide relevant and accurate information Anticipate what’s next Don’t overpower your customers
Essential Customer Service Traits Friendly Intelligent Informed Responsive Resourceful Supportive
How YOU Influence a Customer Service Situation
Points of Contact Negative/Breaking points “on hold” forever Forgotten promises No follow-through Long lines
Points of Contact (cont.) Positive/Winning points Attention to details Caring and friendliness Ownership of problems Quick solutions
Impressions Negative impressions “processed”, not satisfied Cold and impersonal No emotional connection
Impressions (cont.) Positive impressions Served and valued Warm and human Empathetic and emotionally connected
Attitude Your state of mind or disposition toward some matter
Attitude (cont.) If you create a good attitude it can be passed along to your customer! Upbeat Warm Considerate Positive
Attitude is: Easily transmittable Highly contagious – Infectious!!!
Keeping Up Your Positive Attitude: Allow self talk Get a calming object Use your breaks effectively Focus on the successes of the day Develop a buddy system Take care of yourself Maintain your sense of humor
Some Basic Customer Service Skills
Communication ( 7%) Words or Verbal (35%) Tone or Vocal (58%) Body Language or Visual These must match in order to be effective! “Your actions are so loud I can’t hear what you are saying” - unknown
Jargon Words and phrases that are unique to your organization
Listening Be ready to listen Be ready to take notes Show you are listening Ask questions Restate
Media Skills Telephone Skills Answering a call: Pick up within three rings Greet the Caller Give your name Ask how you can help
Media Skills Telephone Skills (cont.) Putting the customer on hold: Ask if you can Tell them why you need to put them on hold Get back to the employee in no more than 45 seconds Offer to call them back instead of putting them on hold
Media Skills Telephone Skills (cont.) Transferring a call: Avoid the word “transfer” Explain why and to whom State what you can do, not what you can’t
Media Skills Telephone Skills (cont.) Transferring a call: Ask if they mind Pass along the employee information Stay on the line Follow-up
Media Skills Voice Mail Return all messages within 24 hours Always answer of you are there Change your message daily or when you’ll be away more than one day Provide a way “out” of voice mail
Media Skills Email Manage your mailbox Have an e-mail goal Include relevant facts Watch your emotional tone (sound) Include specific actions required of recipient Be specific about a timeline
Media Skills Email (cont.) Follow the basic rules of e-mail etiquette: Use a specific subject line Minimize abbreviations Respect the reader’s time Be clear and concise
Media Skills Email (cont.) Follow the basic rules of e-mail etiquette: Don’t OD on the CC Review before you send Start and finish on the right note Apply rules of spelling and grammar If lengthy, layout the pages
Basic Concepts in Providing GOOD Customer Service Establish rapport with your customer Respond to what the customer says show empathy Pay attention to the customer’s speed and style
Basic Steps to Calm Down the Angry Customer 1. 2. 3. 4. 5. Stay calm yourself Let the customer vent Deal with emotions first Avoid emotional “trigger phrases” Delay action or consult second opinion When the customer has calmed, move to problem solving.
Solving the Problem Focus on the customer Involve the customer in the solution Find the best available option Commit to the customer’s satisfaction Anticipate problems or misunderstandings Keep the customer informed
What Should You Do When You Didn't Perform as Promised Apologize sincerely Take responsibility for fixing the problem Solve the problem quickly Involve the customer Do something extra Follow up
What Can You Do With the Customer Who is Wrong Deal with emotion first, help the customer vent Establish the facts, use active listening Maintain respect, don’t try to place blame on the customer Move to problem solving, explaining your organization’s position Find the best available option
Delivering Bad News Inform the customer as early in the process as possible Inform the customer over the phone or in person, not by letter Get to the point quickly
Delivering Bad News (cont.) Treat the customer fairly Apologize sincerely Ask for a chance in the future Do not let it affect your interaction with the next customer
Training for Good Customer Service Formal classes Self instruction Formal posters & reminders Giveaways Service awards
Your Payroll Department’s reputation is only as good as the opinion of your least satisfied “CUSTOMER” !!
Payroll Manager dck worldwide, LLC "Life is a series of customer . GOOD Customer Service Establish rapport with your customer Respond to what the customer says - show empathy Pay attention to the customer's speed and style. Basic Steps to Calm Down the
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