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Customer Service with a SMILE!

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What’s the most important part of your job? Lunch count? Tracking attendance? Dispensing ice packs? Have you considered that your ability to interact positively with your customers might be Priority #1? Join Lori in order to begin determining who your customers are, the best techniques for interacting positively, and how to keep a smile on your face! Presenter: Lori Jensen
© 2012 South Central Kansas Education Service Center, Clearwater, KS 620-584-3300

Publicada em: Educação, Negócios
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Customer Service with a SMILE!

  1. 1. Customer Service Strategies Who’s the Customer??
  2. 2. WHO are YOUR Customers?
  3. 3. What is a customer?
  4. 4. What is a customer? They are not an interruption of our work. They are the purpose of it.
  5. 5. What is a customer? They are not an interruption of our work. They are the purpose of it. They are a part of the organization – not an outsider.
  6. 6. What is a customer? They are not an interruption of our work. They are the purpose of it. They are a part of the organization – not an outsider. They are people with needs and wants and it is our job to fill them.
  7. 7. What is a customer? They are not an interruption of our work. They are the purpose of it. They are a part of the organization – not an outsider. They are people with needs and wants and it is our job to fill them. Without them, we would not have an organization.
  8. 8. Who are YOUR Customers?
  9. 9. Who are YOUR Customers?List Your Categoriesof Customers
  10. 10. Who are YOUR Customers?List Your Categoriesof CustomersSTUDENTS
  11. 11. Who are YOUR Customers?List Your Categoriesof CustomersSTUDENTSTEACHERS
  12. 12. Who are YOUR Customers?List Your Categoriesof CustomersSTUDENTSTEACHERSADMINISTRATORS
  13. 13. Who are YOUR Customers?List Your Categoriesof CustomersSTUDENTSTEACHERSADMINISTRATORSCLASSIFIED STAFF
  14. 14. Who are YOUR Customers?List Your Categoriesof CustomersSTUDENTSTEACHERSADMINISTRATORSCLASSIFIED STAFFCOMMUNITY
  15. 15. Who are YOUR Customers?List Your Categoriesof CustomersSTUDENTSTEACHERSADMINISTRATORSCLASSIFIED STAFFCOMMUNITYEACH OTHER??
  16. 16. Who are YOUR Customers?List Your Categoriesof Customers  What services doSTUDENTS you provide these people?TEACHERSADMINISTRATORSCLASSIFIED STAFFCOMMUNITYEACH OTHER??
  17. 17. Who are YOUR Customers?List Your Categoriesof Customers  What services doSTUDENTS you provide these people?TEACHERSADMINISTRATORS  WHAT SERVICES DO YOU WANT TOCLASSIFIED STAFF PROVIDE THESECOMMUNITY PEOPLE?EACH OTHER??
  18. 18. Great Ideas for Front-Line Employees
  19. 19. What is a Front-Line Employee?
  20. 20. What is a Front-Line Employee?First-Line of Defense
  21. 21. What is a Front-Line Employee?First-Line of DefenseHave an ability to make sound judgmentsunder stress.
  22. 22. What is a Front-Line Employee?First-Line of DefenseHave an ability to make sound judgmentsunder stress.Have a desire to be liked.
  23. 23. What is a Front-Line Employee?First-Line of DefenseHave an ability to make sound judgmentsunder stress.Have a desire to be liked.Have a naturally optimistic outlook.
  24. 24. What is a Front-Line Employee?First-Line of DefenseHave an ability to make sound judgmentsunder stress.Have a desire to be liked.Have a naturally optimistic outlook.ARE EXCELLENT PROBLEM-SOLVERS!
  25. 25. Front Line EmployeesShould Ask Themselves
  26. 26. Front Line EmployeesShould Ask Themselves Do I believe in the organization and its services?
  27. 27. Front Line EmployeesShould Ask Themselves Do I believe in the organization and its services? Do I listen to customers who have a problem or question?
  28. 28. Front Line EmployeesShould Ask Themselves Do I believe in the organization and its services? Do I listen to customers who have a problem or question? Do I empathize with our customers?
  29. 29. Front Line EmployeesShould Ask Themselves Do I believe in the organization and its services? Do I listen to customers who have a problem or question? Do I empathize with our customers? Do I take action to solve problems and handle requests?
  30. 30. Front Line EmployeesShould Ask Themselves Do I believe in the organization and its services? Do I listen to customers who have a problem or question? Do I empathize with our customers? Do I take action to solve problems and handle requests? Do I do everything within my power to satisfy the needs of each customer and treat every customer as an individual?
  31. 31. Front Line EmployeesShould Ask Themselves Do I believe in the organization and its services? Do I listen to customers who have a problem or question? Do I empathize with our customers? Do I take action to solve problems and handle requests? Do I do everything within my power to satisfy the needs of each customer and treat every customer as an individual? Do I act cheerful and interested?
  32. 32. When Greeting a Customer...
  33. 33. When Greeting a Customer...Greet the customer immediately
  34. 34. When Greeting a Customer...Greet the customer immediatelyMake eye contact as soon as they approach
  35. 35. When Greeting a Customer...Greet the customer immediatelyMake eye contact as soon as they approachDon’t be distracted
  36. 36. When Greeting a Customer...Greet the customer immediatelyMake eye contact as soon as they approachDon’t be distractedThe first 30 seconds belong to the customer,not you! LISTEN, UNDERSTAND andAPPRECIATE their needs.
  37. 37. No matter how many times you have dealt with theproblem, it is probably thefirst time the customer hasdiscussed the problem with you.
  38. 38. Moments of Truth
  39. 39. Moments of TruthAn episode in which a customer comes incontact you and you have an opportunityto form an IMPRESSION
  40. 40. Moments of TruthAn episode in which a customer comes incontact you and you have an opportunityto form an IMPRESSIONThey are crucial points of customercontact that can make or break abusiness
  41. 41. Moments of TruthAn episode in which a customer comes incontact you and you have an opportunityto form an IMPRESSIONThey are crucial points of customercontact that can make or break abusinessEVERY time a customer comes in contactwith a company, he or she leaves feelingBETTER or WORSE
  42. 42. Moments of Truth
  43. 43. Moments of TruthTo the customer,
  44. 44. Moments of TruthTo the customer, YOU ARE THE SCHOOL DISTRICT!
  45. 45. Moments of TruthTo the customer, YOU ARE THE SCHOOL DISTRICT!The entire school depends onthe IMPRESSION that YOUproject to customers.
  46. 46. From the point of view ofthe customer, your only excuse for being in business is to satisfy them.
  47. 47. The Impossible Customer
  48. 48. Most PowerfulWords to Win Over
  49. 49. Most Powerful Words to Win OverWhat can I do to help you?
  50. 50. Most Powerful Words to Win OverWhat can I do to help you?Thank you
  51. 51. Most Powerful Words to Win OverWhat can I do to help you?Thank youI don’t know, but let me find out
  52. 52. Most Powerful Words to Win OverWhat can I do to help you?Thank youI don’t know, but let me find outI made a mistake.
  53. 53. Most Powerful Words to Win OverWhat can I do to help you?Thank youI don’t know, but let me find outI made a mistake.(Try to use their name.)
  54. 54. Least PowerfulWords to Use with
  55. 55. Least PowerfulWords to Use withNever
  56. 56. Least PowerfulWords to Use withNeverThat is not the way we do it here.
  57. 57. Least PowerfulWords to Use withNeverThat is not the way we do it here.It’s our district’s policy.
  58. 58. Least PowerfulWords to Use withNeverThat is not the way we do it here.It’s our district’s policy.We have ALWAYS done it that way.
  59. 59. Least PowerfulWords to Use withNeverThat is not the way we do it here.It’s our district’s policy.We have ALWAYS done it that way.What else can I tell you?
  60. 60. Least PowerfulWords to Use withNeverThat is not the way we do it here.It’s our district’s policy.We have ALWAYS done it that way.What else can I tell you?It’s not MY job.
  61. 61. Least PowerfulWords to Use withNeverThat is not the way we do it here.It’s our district’s policy.We have ALWAYS done it that way.What else can I tell you?It’s not MY job.I don’t know your student.
  62. 62. Handling Irate Customers
  63. 63. Handling Irate CustomersListen
  64. 64. Handling Irate CustomersListenEmpathize
  65. 65. Handling Irate CustomersListenEmpathizeAsk Questions
  66. 66. Handling Irate CustomersListenEmpathizeAsk QuestionsResolve the Problem
  67. 67. Handling Irate CustomersListenEmpathizeAsk QuestionsResolve the ProblemNever say No
  68. 68. Handling Irate Customers
  69. 69. Handling Irate CustomersDe-escalate the situation
  70. 70. Handling Irate CustomersDe-escalate the situationWrite everything down – slowthem down
  71. 71. Handling Irate CustomersDe-escalate the situationWrite everything down – slowthem downLet them know what you’regoing to do
  72. 72. Handling Irate CustomersDe-escalate the situationWrite everything down – slowthem downLet them know what you’regoing to doFollow-up
  73. 73. It can take 12 goodservice experiences to overcome a single bad one.
  74. 74. When You Goof
  75. 75. When You GoofBe humble and sincere
  76. 76. When You GoofBe humble and sincereTrack down errors
  77. 77. When You GoofBe humble and sincereTrack down errorsDemonstrateunquestionable concern
  78. 78. The REAL Rules
  79. 79. The REAL RulesNever give me work in the morning.Always wait until 3:15 and then bringit to me. The challenge of a deadline isrefreshing.
  80. 80. The REAL RulesNever give me work in the morning.Always wait until 3:15 and then bringit to me. The challenge of a deadline isrefreshing.If its really a rush job, run in andinterrupt me every 10 minutes toinquire how its going. That helps. Evenbetter, hover behind me, and advise meat every keystroke.
  81. 81. The REAL Rules
  82. 82. The REAL RulesIf you give me more than one job to do,dont tell me which is the priority. I ampsychic.
  83. 83. The REAL RulesIf you give me more than one job to do,dont tell me which is the priority. I ampsychic.Do your best to keep me late. I adorethis office and really have nowhere togo or anything to do. I have no lifebeyond work.
  84. 84. The REAL RulesIf you give me more than one job to do,dont tell me which is the priority. I ampsychic.Do your best to keep me late. I adorethis office and really have nowhere togo or anything to do. I have no lifebeyond work.If a job I do pleases you, keep it a secret.If that gets out, it could mean apromotion.
  85. 85. Who’s the Customer?
  86. 86. “You are not here merelyto make a living. You arehere in order to enablethe world to live more amply, with greater Who’s the Customer?vision, with a finer spirit of hope andachievement. You are here to enrich theworld, and you impoverish yourself if youforget the errand.”~ Woodrow Wilson
  87. 87. “You are not here merelyto make a living. You arehere in order to enablethe world to live more amply, with greater Who’s the Customer?vision, with a finer spirit of hope andachievement. You are here to enrich theworld, and you impoverish yourself if youforget the errand.”~ Woodrow Wilson
  88. 88. And if all else fails…
  89. 89. And if all else fails…

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