Exceeding Customer Expectations “Beyond Customer Service”

1. Exceeding Customer Expectations“Beyond Customer Service” Presented by the Department Of Learning Gene Wheeler & Carolyn Grier

2. Provide a workable definition of customer service Explain the importance of the moment of truth Describe what drives customer service Describe who our customers are Explain the key to providing exceptional internal customer service Describe the obstacles to collaboration Define each area of core customer expectations Distinguish between what happens when a customers expectations are met or not met Outline reasons customers complain Explain the customer evaluation formula and its importance Describe the three levels of behaviors typically used when interacting with customers Explain three things that can be done to improve customer service Explain why perceptions are complicated and can impact the level of service provided a customer Explain how nonverbal communication deters exceptional customer service List and explain the four steps to excellent customer service ObjectivesParticipants should be able to accomplish the following at the end of this training program: 2 CareerSource Palm Beach County, for Training Purposes

3. Pre-Test 1) Giving excellent Customer Service to a very upset customer is impossible? TRUE FALSE 2) The customer is responsible for the Customer Service that is provided? TRUE FALSE 3) To be fantastic at providing customer service you must be able to pick up non-verbal and subtle cues, such as, facial expressions, posture, voice tone and volume? TRUE FALSE 4) Knowing what the customer expects is part of excellent customer service? TRUE FALSE 5) If a customer is upset with someone from another department, it is not our responsibility or job to listen or help them with something that we were not a part of? TRUE FALSE 6) Most customer service complaints come from employees not listening and not resolving customer concerns? TRUE FALSE 7) A complaint from a customer can be something positive? TRUE FALSE 8) Understanding the perception of the customer is a key factor in providing excellent customer service? TRUE FALSE 9) Not communicating with our customers can be taken in very negative ways? TRUE FALSE 10) I plan on participating and having fun during this training session? TRUE FALSE 3 CareerSource Palm Beach County, for Training Purposes

4. What is customer service? • Answering Questions • Solving Problems • Untangling Log-jams • Fixing What’s Broken • Improving What’s Not Broken • Finding What’s Lost • Soothing The Irate • Reassuring The Timid _________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 4 CareerSource Palm Beach County, for Training Purposes

5. CareerSource Employees &Customer Service • We get too busy, focused, • distracted _____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 5 CareerSource Palm Beach County, for Training Purposes

6. What quality level would you accept? 98% 97% 95% 90% 99% 96%  _____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 6 6 CareerSource Palm Beach County, for Training Purposes

7. Oops! _________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 7 CareerSource Palm Beach County, for Training Purposes

8. What is a Moment of Truth? The First 15 seconds with the customer sets the tone and creates an image of the entire company in the mind of the customer. _____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 8 CareerSource Palm Beach County, for Training Purposes

9. Examples of Customer Service Good Bad Ugly ___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 9 CareerSource Palm Beach County, for Training Purposes

10. What Were The Moments of Truth? _________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 10 CareerSource Palm Beach County, for Training Purposes

11. What Drives Customer Service? • Clear Vision/Mission and Promise • Understanding Customer Service Basics • Commitment • Core Customer Expectations _________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 11 11 CareerSource Palm Beach County, for Training Purposes

12. Exceptional Customer Service _________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 12 CareerSource Palm Beach County, for Training Purposes

13. Vision We Connect Business With Talent __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 13 CareerSource Palm Beach County, for Training Purposes

14. Mission To be recognized by businesses as the primary source for talent in Palm Beach County __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 14 CareerSource Palm Beach County, for Training Purposes

15. Promise • Dedicated team of professionals, who understand the needs of Palm Beach County Job Seekers • Driving economic development through matching talent to the needs of the employer • Effective partnerships with educational providers and employers _____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 15 CareerSource Palm Beach County, for Training Purposes

16. Commitment… To Excellence a. organizational commitment b. departmental commitment  c. individual commitment _____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 16 16 CareerSource Palm Beach County, for Training Purposes

17. Who are the Customers? • Internal • External • Primary _____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 17 CareerSource Palm Beach County, for Training Purposes

18. Internal Customers _____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 18 CareerSource Palm Beach County, for Training Purposes

19. If you’re not providing direct client service, You Are Supporting Someone Who Does! _________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 19 CareerSource Palm Beach County, for Training Purposes

20. Who are your internal customers? • Who do you depend upon, to get your work done? • How does your job affect theirs? • Have you ever asked them if anything you can do would make their job easier? • Do you know their priorities? Their barriers to better service? _____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 20 CareerSource Palm Beach County, for Training Purposes

21. So the question is… Would I like to do business with me? _________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 21 21 CareerSource Palm Beach County, for Training Purposes

22. Collaboration, One Team, One Voice, One Goal • We are all interdependent on each other • Benefits: • Work toward common goals • Build mutual support • Stimulate each other to do better • More commitment and motivation to accomplish the goals Key to Internal Customer Service ___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 22 CareerSource Palm Beach County, for Training Purposes

23. Obstacles to Collaboration _____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 23 CareerSource Palm Beach County, for Training Purposes

24. Obstacles to Collaboration, Constant Critic • Put-downs, insults, belittling comments • Constantly criticizes other people’s competence • Negatively reacts to others’ contributions with sighs, frowns or the “just sucked a lemon” look. • Blames others for errors. _____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 24 CareerSource Palm Beach County, for Training Purposes

25. Obstacles to Collaboration, The Two-Headed Snake • Pretends to be nice while sabotaging a person - one minute vicious, the next minute supportive and encouraging • Ensures that some people don’t have the necessary resources to do the work. • Makes nasty, rude or hostile remarks to a person privately; puts on friendly face in public • Steals credit for work done _____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 25 CareerSource Palm Beach County, for Training Purposes

26. Obstacles to Collaboration, The Gatekeeper • Purposefully cuts people out of the communication loop • Provides only bits of information • Delays the time for people to get the needed information to do their job _____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 26 CareerSource Palm Beach County, for Training Purposes

27. Obstacles to Collaboration, Sniper • Poisons the workplace with angry outbursts • Purposefully interrupts people during meeting and conversations. • Discounts/denies people’s thoughts or feelings. _____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 27 CareerSource Palm Beach County, for Training Purposes

28. Honest Open Interactions • Maintains Healthy Relationships • Talks to a Person if having a Problems Collaborator • Shows Empathy • Accepts Responsibility • Looks for Strength in each Team Member • Listens Before Speaking _____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 28 CareerSource Palm Beach County, for Training Purposes

29. External vs. Internal Are they connected? _____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 29 CareerSource Palm Beach County, for Training Purposes

30. 30 CareerSource Palm Beach County, for Training Purposes

31. External Customers I hate it when that happens! Re-employment Compensation Discontinued _____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 31 CareerSource Palm Beach County, for Training Purposes

32. Customer Expectations Personal Promises - Organizational Promises - Expected Promises _____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 32 CareerSource Palm Beach County, for Training Purposes

33. Core Customer Expectations Reliability - provide what was promised Assurance - convey trust competence and confidence Tangibles - appearance of staff and our facility – neat, professional Empathy - degree of care and individual attention Responsiveness - getting things done in a timely manner _____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 33 CareerSource Palm Beach County, for Training Purposes

34. Group Activity R Our customers will know we are reliable when we ________ A Our customers will be assured that we are courteous and competent when we ____________ T Our customers will see tangible evidence of our commitment to quality when we _______________ E Our customers will know we are empathic when we _______ R Our customers will know we are responsive when we _____ 34 CareerSource Palm Beach County, for Training Purposes

35. What Happens When the Client’s Expectations are Met? • Kind • ____________ • Happy • Caring • ____________ • Helpful • Secure _________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 35 CareerSource Palm Beach County, for Training Purposes

36. When people don’t get their needs met… _________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 36 CareerSource Palm Beach County, for Training Purposes

37. Reasons Customers Complain • They didn’t get what was promised. • Un-returned voice mail and emails. • Being lost in the telephone maze. • Someone was rude. • No one went out of their way to help or care. • No one listened to their concerns or answered their questions. • An employee projected a “can’t do” attitude. • Customer was disrespected (time, side conversations etc.) An average business gets only 4% of complaints, 96% of the upset customers suffer in silence. Dissatisfied customers tell between 8-10 people and 1 in 5 will tell 20 more. 37 CareerSource Palm Beach County, for Training Purposes

38. A Complaint… is a gift! _________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 38 CareerSource Palm Beach County, for Training Purposes

39. Customer Evaluation Formula E = Expectations: Positive or Negative E = Experiences: Positive or Negative, what they experienced P = Process: How it Happened O = Outcomes: What Happened E+E+P+O = Evaluation of Service _________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 39 CareerSource Palm Beach County, for Training Purposes

40. Service Report Card A = Awesome B = Blissful C = Content D = Disappointed F = Furious _________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 40 CareerSource Palm Beach County, for Training Purposes

41. Behaviors at Three Levels indifference hospitality rudeness People interacting with customers typically use one or more of the following levels of behavior. Can you give an example of each? ________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 41 CareerSource Palm Beach County, for Training Purposes

42. What Can Be Done To Improve Customer Service? • Have Exceptional Communication Skills • Know about Positive and Negative • Perceptions • Demonstrate Superior Listening Skills _____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 42 CareerSource Palm Beach County, for Training Purposes

43. Communication Skills • Non-Verbal communication makes up more than 90% of how people understand you. • What messages can poor body language send? (not caring, non- responsive, too busy for the customer etc.) _____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 43 CareerSource Palm Beach County, for Training Purposes

44. What is the Definition of Perception? Perception is the complicated process of viewing and interpreting our environment through senses. It is an individual’s view of reality! What Happens if There Are 2 Separate Ideas About an Event? _____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 44 CareerSource Palm Beach County, for Training Purposes

45. Perception Principles • No two people see things the same way. • We see things differently each time. • We learn to see things through a lens of perception. • We see things not as they are, but how we want to see them. • We tend to fill in the gaps for things which seem incomplete. • We tend to simplify things we do not understand. • The way we perceive others is based on what we expect to see. • Our self image will largely determine what we see! • Everything we see is filtered through our self concept. 45 CareerSource Palm Beach County, for Training Purposes

46. Factors that Influence Perception • Past Experiences • Organizational & Geographic “Travel” • Diversity Factors; Cultural, Religious, Gender etc. • Finances • Social influences • Family, Friends, Teachers etc. • Psychological & Physiological factors • Education • Others? 46 CareerSource Palm Beach County, for Training Purposes

47. Positive and Negative Perceptions • How we “SEE” & understand the behaviors of others can be based on our own perceptions & not necessarily on the “Truth.” • What if your behavior is judged as poor customer service and you think it was great customer service? • Do Customers Make Perceptions About What They “SEE” From Us? 47 CareerSource Palm Beach County, for Training Purposes

48. How do the Customers SEE--You? • Verbal • tone, volume, rate • Vocal • fuzzy meaning • slang • double meaning • Non-Verbal • facial expression • appearance • body language • gestures • Workforce • jargon 48 CareerSource Palm Beach County, for Training Purposes

49. What factors are necessary to work well with our customers? LISTENING HEARING RESPONDING UNDERSTANDING FEEDBACK HELPING OUT QUESTIONING NON-VERBAL SPEAKING RAPPORT 49 CareerSource Palm Beach County, for Training Purposes

50. Improving Perceptual Skills • Know about perception • Fine tune your observation skill • Be aware of the things to which you attribute meaning & compensate for possible inaccuracies • Check your perception • Increase your awareness of others’ perceptions of you • Try harder to understand where others are coming from; practice empathy 50 CareerSource Palm Beach County, for Training Purposes