Documente Academic
Documente Profesional
Documente Cultură
Marie DiRuzza
Assistant Director, Desktop Services Worcester Polytechnic Institute
Perceptions
Organizations
Providing
A T E
Organizational commitments
Common Expectations
Personal Promises
Often the challenge is to reshape customer expectations. Are you training your folks how to do this?
Assurance Factor
Product Knowledge & Company Knowledge Listening Skills Active listening skills Communications Skills - includes verbal and written (in-person, phone, and email service) Problem-Solving Skills
Take pride in your environment, yourself, your workspace and any forward-facing delivery mechanisms (online and marketing materials too!)
Tangibles
Empathy
Recognize the Emotional State of the Customer; validate their feelings Treat each person as an individual
Respond quickly Set Expectations deliver on those expectations
Responsiveness
Research shows that the most frustrating part of waiting is not knowing how long the wait will be.
FISH!
Philosophy www.thefishphilosophy.com
Active Listening
Tips:
Tune in to the other person Limit distractions Dont jump to conclusions Take notes and reflect information back Be prepared use a Question Map/Flowchart Turn off your own worries
Responsibility of Leadership
The following quote from The Leadership Challenge, outlines the responsibility of leadership in Customer Service Delivery
Lindsay Levin took over the reigns of her family automotive business, Whites Limited, at only 29 years old. She talks about what she knows about enabling her folks to provide great customer service.
Resources
Anderson, Kristin & Zemke, Ron. Delivering Knock Your Socks off Service. United States of America: AMACOM, 1998. Carlaw, Peggy & Deming, Vasudha Kathleen. The big book of customer service training games. United States of America:McGraw-Hill Companies, Inc., 1999. Friedman, Nancy a.k.a The Telephone Dr. http://www.telephonedoctor.com/ The Berkshire Leadership Group Steven Green presenting Delivering Exceptional Customer Service
Weisler, Kirk. Teambuilding Made Easy. SupportWorld Magazine. Also available at: www.kirkweisler.com
Questions?