Transcript Customer_Service - Texas Department of State Health Services

CUSTOMER SERVICE
A Relationship for Success
Customer Service Is:
 Complete
Worksheet # 1
 Where did you receive excellent customer service?
 Why was that service exceptional?
 What do customers like least about doing business
with your organization?
Communication Style
 How
important is communication to good
customer service?
 Does everyone communicate in the same style?
 Complete Worksheet 2 by circling ALL the words
that describe you when you are at WORK.
1
Critical
Indecisive
Systematic
Picky
Cautious
Precise
Careful
3
Conforming
Unsure
Helpful
Satisfied
Cooperative
Easy-going
Patient
Diplomatic
Conscientious
Serious
Logical
Orderly
Accurate
Thorough
2
Pushy
Impatient
Tough
Dominating
Competitive
Brave
Assertive
Strong-willed
Independent
Practical
Decisive
Out-spoken
Goal-oriented
Persistent
Supportive
Respectful
Considerate
Dependable
Agreeable
Approachable
Loyal
4
Manipulating
Optimistic
Talkative
Reacting
Egotistical
Out-going
Convincing
Ambitious
Extrovert
Enthusiastic
Sociable
Friendly
Creative
Charming
Communication Style
 Draw
2 lines: one down the middle of the page &
another through the center-between Careful and
conforming and across forming 4 Quadrants
 Count the circles in each Quadrant
 Which Quadrant has the most circles? 1,2,3,or 4?
 Turn the page to Handout #1
My Communication Style
 Are
1
2
3
4
you:
Analytical
Driver
Amiable
Expressive
Read about your style. Does it sound like you?
Communication with Different Styles
 High
Analytical
 High Driver
 High Amiable
 High Expressive
Worksheet 2
Understanding communication styles can be useful
in customer service.
How does communication impact customer service?
Exceptional Customer Service
 Benefits
of Exceptional Customer Service:
 Goodwill
in the community
 Community support when real problems occur
 Pride in your agency and your career
 Better working environment-internal and external
customer service
 Increased success with clients
What Customer’s Value
Tangibles:
Appearance of equipment and personnel
 Reliability:
Ability to perform the expected service
 Responsive:
Willingness to help customers
 Assurance:
Knowledge and courtesy of employees
and their ability to convey trust and confidence
 Empathy:
Providing caring, individualized attention
to customers

What Customers Want
Dignity and Respect
 Dignity and Respect
 Services meet expectations
 Success
 Help with problems
 Treated as individuals
 Respect their self-image
 Respect their time
 Someone on their side
 Correct information

Put a Smile in Your Voice
 Turn
to the person next to you
 Decide who will be the caller and will answer
 Turn your back to each other
 With a frown on your face, introduce yourself to
your partner: tell them your name and ask them if
you can do anything to help them
 Now with a smile on your face, ask the same
 Can you tell a difference?
Tools of the Telephone Business
Be Direct
 Be Helpful
 Be courteous when screening calls
 Be careful with transfers
 Be knowledgeable
 Offer an explanation for delay
 Thank the caller
 Take good messages

Customer Service Barriers
Company policy may inhibit
 Job specialization
 Lack of coordination between departments
 Decision making power is remote
 Arbitrary policies-inflexibility
 Top priority is cost cutting
 Indifferent employees
 Not enough creative problem solving
 Failure to listen to customers

Service Recovery
 Mistakes
are made. What angers customers is the
way the mistake is handled
 70% of disgruntled customers will return if the
business apologizes for an error
 95% will return if the frontline employee recovers
impressively
What is “Service Recovery?”
 Make
it easy and convenient for customers to
complain
 Identify unhappy customers before they complain
or go away
 Turn mistakes into positive service stories
 Keep track of reasons customers complain so
problems can be eliminated
Service Recovery Steps
 Apologize
 Listen
and Empathize
 Fix he Problem
 Offer Atonement
 Keep your Promises
 Follow up
My Customer Service Plan
 Plan
for improving INTERNAL customer service
with my co-workers
 Plan
for improving EXTERNAL customer service
with my customers