CUSTOMER SERVICE , SOFT SKILLS AND CALL HANDLING SKILLS

THE 22 SOFT SKILLS ESSENTIAL FOR GREAT RESULTS

We re all in the same business customer service. Whether we are talking on the phone, meeting customer face-toface, or working behind the scenes, delivering adequate customer service is often not done the way it should be. Always remember if we don t give excellent customer service, the competition might. Here is a list of of 22 identifiable soft skills necessary for success. Evaluate them in order that s most important to you and reflect on how it will affect your delivery of Customer Service

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SKILL SETS
Leadership Employee Development / Coaching Teamwork Conflict Management Interpersonal Skills Problem solving Creativity / Innovaion Written communication Customer service Ethics
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ORDER OF IMPORTANCE

SKILL SETS
Flexibility Goal orientation Planning / organization Diplomacy Personal effectiveness Presenting Negotiation Persuasion Empathy Continuous Learning
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ORDER OF IMPORTANCE

SKILL SETS
Decision Making Self-Management

ORDER OF IMPORTANCE

How do you plan on developing these skill sets in yourself?

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What is Customer Service

Doing ordinary things extraordinarily well Going beyond what s expected Adding value and integrity to every interaction Being at your best with every customer Discovering new ways to delight your customer An operating philosophy that permeates all departments of an organisation

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INTERNAL & EXTERNAL CUSTOMERS

Internal customers : Your colleagues and your co-workers They make things happen for your organization They may never meet a customer face-to-face but their contribution is vital for e-plus customer satisfaction

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External Customer: Your company s source of revenue They buy your products or services There would be no business without them

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Core and More Service

Today a customer has many choices. If he/she doesn t like a product/service he has others to choose from. This has driven competition (who in addition to what they actually sell by way of product or service) to add something extra to attract buyers.

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Core Service:
The product/service offered by your organization It answers the question What? Customers except at the very least a Core Service It gives the customers what they want When a core service does not meet the customer s expectations, loyalty is gone

What is the Core Service offered by your company? _______________________________________________ _____________________________________________ _____________________________________________ _______________
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More Service:
It answers the question How? It supports, complements and adds value to the Core Service It forms the Core Service while building a relationship It exceeds the Customers expectations It ensures brand loyalty

What is the more service offered by your company? _______________________________________________ _____________________________________________ _____________________________________________ ______
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The Moment of Truth

A Moment of Truth is an episode in which a customer comes into contact with any aspect of the company and therby has an opportunity to form an impression of it. Body language, Voice tone and the words you use are equally important in customer contact. We have at least 30 seconds to make the first impression. People don t care how much you know till they know how much you care. The Moment of Truth is established in the first 4 minutes of meeting a customer.
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Disney has taken the small moments of truth to a higher level. They understood the importance that these small moments of truth have on their consumers. They train their cast members (Disney s term for employees) to acknowledge the guest (Disney s term for a customer) with a smile or facial expression if within ten feet. If the cast member gets within five feet of the guest, they are to acknowledge them verbally. All of the little moments of truth combined with the major ones, with the addition of the product or service your organization is selling, add to the overall level of customer satisfaction.
How can you make the MOT a great one for you and your company? Do you think it s important? Why?
______________________________________________________________________ ___________________________________________________________________ _____________________________________________________________ 13 7/2/2011

Customer Service Skills

In addition to the 22 skills we dealt with earlier, the list below focuses on 11 skills that you need to develop quickly, before you hit thr floor.
1. Active Listening 2. Establishing & building rapport 3. Empathy skills 4. Problem resolution skills 5. Managing customer expections 6. Identifying customer needs quickly 7. An assertive telephone manner 8. Probing skills 9. Complaint handling 10. Controlling the call 11. 7/2/2011 Dealing with Angry and Abusive Customers

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1. Active Listening
Often customers might not verbalize concerns or fears, but it will certainly come out in their voices. Listed below are some of the emotional overtones you might hear even if they are not actually said. Do you have any of your own to contribute? Worry Doubt Fustration Disappointment Anger Embarrassment

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Merely listening does not complete the communication process. The speaker needs to KNOW you are listening, so please let them know you are so that there s no dead air .
You could use Verbal Responses Called Door Openers , such as : Really Uh- huh Interesting You don t say How about that!
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Then, there are stronger expressions, which convey an invitation to say more and also indicate a real interest on the part of the listner, such as:

Tell me what happened Let s go over that Go ahead,I am listening This sounds like something important What did you do then? What did he say when you said that?
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3. Empathy Skills
Empathy is about rapport and openness between people. When it is absent, people are less likely to consider your needs and feelings. The best way to build empathy is to help the other person feel that they are understood. That means being an active listener and not getting caught in the Sympathy Trap .

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Aim of speaker to talk about the problem.

Task of listener to acknowledge their feelings, to help them hear what they are saying. Here you are recognizing that the other person would be helped by you taking time to hear their problem. Listen attentively to the other person who will benefit from having their problem acknowledged by you. Reflect Back to the other person, their feelings, and perhaps the content of the problem with a single statement of acknowledgment periodically.

Empathy Phrases you can use: I can see why you d be annoyed . You have a right to be concerned about . I don t blame you for being anxious . I can t imagine how disappointed you must be ..
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4.Problem Resolution Skills

 The win-win approach
Identify attitude shifts to respect all parties needs.

 Creative response
Transform problems into creative opportunities.

 Empathy
Develop communication tools to build rapport.Use listening to clarify understanding.

 Appropriate assertiveness
Apply stratergies to attack the problem not the person.

 Co-operative power
Eliminate power over to build power with others.

 Managing Emotions
Express fear, anger, hurt and fustration wisely to effect change .
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 Willingness to resolve
Name business issues that cloud the picture.

 Mapping the conflict

Define the issues needed to chart common needs and concerns.

 Development of options
Design creative solutions together.

 Introduction to mediation
Help conflicting parties to move towards solutions.

 Broadening perspectives
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Evaluate the problem in its broader context

Problem solving Phrases you can use:
May I explain the situation? I think you ll agree . That information will speed things for you Which option would you prefer? Let me share with you the options we have . Here s one way we can work this out There are a couple of things we can do for you right away .
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5.Managing Customer Expectations

If you re a service provider, customer expectations can pose a major challenge. That s because expectations are wondrous creatures: They grow, they shrink, they change shape and they change direction. They shift constantly, and they shift easily. How satisfied (or dissatisfied) your customers are is determined by these expectations and your performance in meeting them. If expressed as a calculation, customer satisfaction might look something like this: Customer satisfaction = Your performance = Customer Expectations
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Every customer has 2 kinds of expectations:

a) b) Business Personal

When I am a Customer, I want ..

                  To be taken seriously Knowledgeable help Competen, efficient service Friendliness Anticipation of my needs To be kept informed Explainations in my terms Follow-through Basic courtesies Honesty To be informed of the options Feedback Not to be passed around Professional service To be listened to ( and heard ) Empathy Dedicated attention 7/2/2011 Respect

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6.Identifying Customer Needs quickly

When customer call what they want is prompt resolution.     Ask only one questions at a time Ask specific questions to get specific answers Speak confidently do not ramble Wait until your coustomer has answered before jumping in

This exercise helps you manage the length of the customer call by focusing on the customer s needs.
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How well did you listin to the customer? The customer s needs are: 1. 2. 3. 4. 5. Wants to discuss billing Wants to talk to Manish Wants to buy some items on page 16 & 17 Wants to know is the sale is still on Wants to discuss the item numbers

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7. An Assertive Telephone Manner

You are the first point of customers, a critical component in how customers judge an organization, and ultimately whether they ll want to do business with that organization. When a customer hears you first say HELLO , he wants to hear a professional voice that says, What s the concern? and This is what I can do for you. ( More on this later )

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8.Probing Skills
Probing skills go beyond mere questioning. Base level questioning involves Close ended and Open ended questions Close ended questions begin with : Did you? , Would you? , Have you? , etc. These can be answered with a Yes or No response. Open ended questions begin with How , Where , What , When , Who , and Why
These would possibly elicit some information
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10.Controlling the Call

Often customers are lonely and love to ramble on. Sometimes, they re just plain talkative. How can you, as a CSR control the call and yet not hurt their feelings by cutting them off rudely? The best way is to bring them back to business by using appropriate phrases:        This is another example of This reinforces what I said earlier about . Let me re-emphasize something I said earlier Let me go back to something I said earlier about this issue . Let review the facts once again . I think we can take it one step at a time . The real issue here is ..
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Use them appropriately.

11.Dealing with anger

Angry Customers are a CSR s nightmare. They needn t be. As soon as you hear an angry voice, activate your Attitude Button . Understand that you are not personally being attacked. The customer is angry not at YOU, but at what did not happen for HIM/HER. Follow these steps:

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H Hear the complaint. By letting the customer vent and let off stream without you interrupting minimizes the volatile effect of his anger. E Empathize. Let the customer know you understand why he is upset.Avoid phrases like I understand . This might spark a frssh bout of anger. Instead try saying This must be very upsetting , This reality shouldn t have happened etc. A Agree. A mistake has been made. Take ownership. Don t shift blame. R Respond: quickly and appropriately.
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Dealing with customer Abuse

Often angry customers may turn abusive if expectations have not been met and resolutions have not been as fast or accurate as expected. None of this has been your fault, but you must take ownership. So activate that Attitude Button again and follow thease steps: 1. Tell the customer you are willing to help him,but without abuse. (He continues) 2. Repeat yourself and tell him if he dosen t discontinue his abuse you will have to end the call. (He continues ) 3. End the call. It is very important to find out your company s policy on handling abuse.
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PROFESSIONAL TELEPHONE ETIQUETTE

Often a client s first contact with business is by phone. The following guidelines will help to make the first impression a good one. Most of this etiquette can be used in personal conversations as well as your organization. Professionalism is polite, thoughtful, efficent, educated and valuable at all the times. Remember your voice is your most valuable asset. Use it well. Sound professional and upbeat ON EVERY CALL ! Your Greeting: Answer within three rings Announce your organization s names Announce your name Offer assistance

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HAVE A GOOD DAY AND HAPPY SERVICING

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