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Exceptional Customer Service

The document outlines best practices for delivering exceptional customer service, emphasizing the importance of preparation, active listening, and effective communication. It highlights the significance of both verbal and non-verbal cues, as well as the need to empathize with customers and provide clear solutions. Additionally, it offers guidance on handling difficult situations and maintaining a positive attitude while serving both internal and external customers.

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philip

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0% found this document useful (0 votes)

27 views36 pages

Exceptional Customer Service

Uploaded by

philip

We take content rights seriously. If you suspect this is your content, claim it here.

Available Formats

Download as PDF, TXT or read online on Scribd

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Exceptional Customer Service

Customer Service

How would you rate

the level of customer
service that your office
currently delivers?
Photo credit: Beta M, Wikimedia Commons
Who are your customers?

• External customers
(Students/parents)

• Internal customers
(Your co-workers and
those in other offices,
executive management)
Photo credit: Victor1558, flickr
Prepare for your customers

• Arrive to work on time (or early)

• Organize desk, emails, files, etc.
(A messy desk can present a
poor impression)
• Keep notes and review prior to
appointment
• Know your job (and others’
responsibilities)
• Know office policies and Photo credit: juhansonin, flickr

procedures and how to explain

Greet every customer!

• Make eye contact

• Use the customer’s name
• Invite the customer to be
seated
• Ask how you can provide Photo credit: bpsusf, flickr

help and give your name

Face-to-face communication

Words

38% Body
Language
55% Tone of Voice
Non-verbal communication
• Make immediate eye
contact
• Watch body language
that can send the wrong
message
• Nod to indicate you are Photo credit: Gregg L Cooper, flickr

listening
Vocal qualities

• Tone of voice
• Inflection in the voice
• Rate of speech
• Intensity

Photo credit: thereseeirene, flickr

Matching intensity – not always

If the customer Then you are…

is…

• Natural • Natural
• Angry • Calm
• In a panic • Calm
• Friendly • Friendly
• Overburdened • Empathetic
• Frustrated • Understanding
Between “Hello” and “Goodbye”…
Practice active listening

• Focus on the customer—

and nothing else
• Keep an open mind
• Listen between the lines

Photo credit: Search Engine People Blog, flickr

What keeps us from listening…..
• Being pre-occupied
• Trying to multi-task
• Being interrupted
• Thinking about your
response before the
customer finishes talking
• Jumping to conclusions
based on personal beliefs Photo credit: y2bk, flickr
Check for understanding

• Ask as clarifying question

• Summarize your
understanding

Photo credit: ngader, flickr

Recommend a solution if possible
• Provide a thorough
explanation – more than
a one-word answer
• Make sure your tone fits
the message
• Speak clearly, avoid
jargon
• If you don’t know the
Photo credit: Phil Sexton, flickr
answer, say so, BUT find
out
When you can’t fulfill the customer’s
request…

• Explain the reason CAN DO!

• Show empathy

• Tell the customer what you CAN do; offer an

alternative solution or option, but never offer what you
cannot deliver
Before you say goodbye…
• Ask if the customer understands what he/she must


do and/or what you will do
• Inform customer when to expect action to take
place


• Ask the customer if all his/her questions have been
addressed
• Look up customer’s account (make a note on
record)
• Check to see if you need anything from the
customer that wasn’t addressed
• Provide a phone number and best time to reach

you
Difficult situations
• Assure the customer you are
going to help

• Listen carefully, do not interrupt

• Re-state the issue

• Express empathy

• Do not apologize to the customer

unless you are at fault
Photo credit: BotMultichillT, Wikimedia Commons

• Actively solve problem

• Mutually agree on the solution

Best practices
• You are the face of the school to your
customers. Never blame the school, a
co-worker, another office, your school’s
policy, or your management. Passing
the buck will not improve the situation.

• If you must explain a regulation or policy,

explain how that regulation or policy
helps or protects the customer. Again,
do not apologize for policy.
Best practices
• Give regular updates and progress reports; keep
student informed of progress
o Pro-active customer service

• Communicate delays promptly

o Let the customer know
• Take responsibility
o Give a personal reassurance to the customer, if
appropriate
• Under-promise and over-deliver
• Thank the customer for bringing the issue to your
attention
It’s all about attitude – daily affirmations
Today I will…
 Assist my customers with a smile

 Be attentive

 Be prepared

 Solve a customer’s problem

 Maintain a positive frame of mind

 Compliment someone else on their delivery of customer

service
Customer service standards
• Show you care by smiling
• Solve a customer’s problem

• Maintain eye contact

• Motivate a co-worker to provide better service

• Improve your skills

• Inflect the appropriate tone

• Listen to the customer without interrupting them

• Look for ways to improve communication

• Explain what you CAN do to help the customer

• Educate the customer about the process
How do you improve?
• Practice asking questions
• Read
• Listen
• Accept guidance
• Make mistakes
• Ask for feedback
• Observe others providing good customer service
The pay-off for improvement…
• Improved self-esteem
• Pride
• Rewards
• Respect
• Happiness
• Stress reduction
• Less work. More time…
Over-the-phone communication

14%

Words

Tone of
Voice
86%
Answering the phone
• Pick up the phone within an
agreed upon number of rings
(usually 3)
• Greet the caller
• Give your name
• Ask the customer how you can
help
• Sound enthusiastic and ready to
help
Photo credit: PublicDomainPictures, pixabay
Placing a caller on-hold
• Get permission

• Explain why

• Give a time frame

• Thank customers for holding after returning to the line

Transferring a call
• Explain the reason for the
transfer
• Ask permission
• Provide transfer information
• Announce the customer and
the reason for the call

Photo credit: Garvid, Wikimedia Commons

Taking a message
• Explain your co-worker’s
absence
• Don’t screen
• Give an estimated time of return
• Offer the customer options
• Commit the message to paper
Photo credit: Jtneill, Wikimedia Commons
Returning a call
• Return calls the same business day, if possible

• Greet the person you are calling

• Identify yourself and your institution

• State the reason for your call

• Ask if this is a good time to talk

Ending a call
• Repeat action steps
• Ask the caller if you can do
anything else
• Thank the customer for calling
• Commit follow-up information to
paper
Photo credit: Nemo, Pixabay
Voicemail excellence
• Update your greeting
• Respond to messages on the same business day, if
possible
• Encourage customers to leave informative messages
• Don’t hide behind your voicemail
Email excellence
• Have a standard for returning
emails
• Include a subject line
• Use cc’s appropriately
• Begin with the greeting
• Convey the “right” tone Photo credit: Jonathan Narvey, flickr

• End with a closing

Tips for composing an email…
• To email or not to email

• Make sure the message is clear

• Use bullets points

• Use correct grammar, punctuation, and spelling

Responding to an urgent email
• Empathize
• Acknowledge the writer’s
point
• Explain how the problem
will be solved, if a resolution
is apparent. If not, proceed Photo credit: RambergMediaImages, flickr

with next steps

Sources
• Customer Service 101: Basic Lessons to Be Your Best – Renee
Evenson

• Knock your Socks off Answers (Solving Consumer Nightmares and

Soothing Nightmare Customers) – Kristin Anderson and Ron Zemke

• Super Service – Val and Jeff Gee

• Best Practices in Customer Service – Ron Zemke and John A.

Woods