WAYMISH 1

W hy A re Y ou M aking I t S o H ard

• For me to give you money • For me to have a pleasant experience • For me to park here again • For me to like you • For me to say good things about you WAYMISH 2

Format of Training Session

• Introductions • Customer Service Quiz • Session Objectives • Video Presentation • Open Discussion • Small Group Activities • Wrap-Up WAYMISH 3

• Introductions

Welcome!!

• Name • Position • Company Name/Location WAYMISH 4

Customer Service Quiz

Page 2 • Who is our boss?

• Customer • What is the most important sense we can use with customers?

• Listening • Customers needs are • Emotional rather than logical.

• How do our customers want to be treated?

• As individuals • Give more than is • Expected .

• Ask for .

• Feedback • Treat all customers with • Dignity and Respect and .

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Workshop Objectives

Page 3

• Recognize the importance of a

SMILE

.

• Gain a better perspective of how customer service affects the company’s overall success.

• Understand your personal responsibility in preventing and resolving customer problems.

• List and define six simple rules to avoid WAYMISH. • Discover opportunities to delight a customer.

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First Impressions Make a Difference

What is the most impressive facial expression that communicates:

“I’m glad you’re here!

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Smiles are Contagious

Who do these smiles belong to?

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A Smile Makes All the Difference

Page 4 • It’s the universal expression of

“Welcome!”

• It’s voluntary, but has high value.

• It’s memorable.

• It sets the tone for the

“Experience.”

• You never know when you are going to touch someone’s life by your kindness and care.

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Smile also stands for . . .

• S =

S

mile and listen to the customer • M = e

M

pathy • I = Provide

I

nformation • L =

L

et them vent • E =

E

scalate to our supervisor, if necessary WAYMISH 18

Use the

“SMILE”

Approach •S

mile and listen to the customer

• Realize the customer is not mad at you • Don’t take the situation personal • Research shows: – When we smile, we treat others nicer – When we treat others nicer, our brains release endorphins – Endorphins improve our mood – Being in a good mood, helps us listen to the customer • Hearing vs. Listening • Hearing is a physical act – Subconsciously receiving sound through our ears • Listening is an emotional act – Consciously paying attention and understanding the message WAYMISH 19

Use the

“SMILE”

Approach

• Show E

M

pathy • Empathy vs. Sympathy • Sympathy = Pity another • Empathy = Feel the emotion of another • “Put yourself in the shoes of another” • Empathy shows the customer that we are not the enemy WAYMISH 20

Use the

“SMILE”

Approach

• Provide

I

nformation • “

I

can help you.” • Tell them what it is that you can do to help.

• Do whatever is in your power to help.

• Make it was positive as you can.

• If possible, provide options. Let them choose.

• Customers like to be in control.

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Use the

“SMILE”

Approach •L

et them vent.

• Usually, the customer is angry about “something.” Not you.

• Venting helps get the anger out.

• Avoid the customer “Balloon Boom” • Venting can avoid an angry “explosion” • Don’t interrupt • Helps open the lines of communication.

• Helps us reach a solution.

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Use the

“SMILE”

Approach •E

scalate to supervisor.

• We cannot make “every” customer happy.

• We’ll certainly try.

• They may be angry with anyone associated with the issue, even though it is not your fault.

• You are not here to be abused.

• Don’t tolerate verbal abuse or physical threats • Contact your supervisors or managers WAYMISH 23

Who is our Boss?

Page 5

The purpose of business is to

Keep Our Boss Happy

!

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Bank

The WAYMISH Show

Clothing Store Our Host: Dr Phillips Home Improvement Center WAYMISH Restaurant 25

Video Presentation

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Let’s Discuss What We Leaned. . .

Did anything catch your attention?

Page 6

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Home Improvement Center

Classic WAYMISH

• What did the customer want?

• Particular type of window • What was Jesse’s response?

• Don’t carry that line. • Special order – 8 wks. There’s nothing I can do.

• What was the message?

• I don’t care about you.

• Go away.

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Jesse

28

Six Rules to Avoid a WAYMISH

Page 7

• Rule #1: It

IS

Your

Job

• Rule #2: Quickly

ACKNOWLEDGE

Customers • Rule #3:

LISTEN

Carefully • Rule #4:

FIX

It on the

SPOT

• Rule #5: Find a Way to Say

YES

• Rule #6:

COACH

Each Other WAYMISH 29

WAYMISH Rule 1: It

IS

Your Job!

Customers perceive service in their own unique…emotional, irrational and totally human terms. Perception is all there is.

~

Tom Peters, Management Consultant WAYMISH 30

National Clothing Store Chain Page 8 ERIC What Went Wrong?

• What was problem?

• Prices didn’t match • Did Eric answer her questions?

• No – Don’t handle on-line questions – Answered phone – Go to Customer Service 31 WAYMISH

WAYMISH – No Way!

Page 8 (cont)

• What was the first rule Eric broke?

• It

IS

Eric’s Job!

• What other rules did Eric break?

• He did not . . .

• ACKNOWLEDGE • LISTEN carefully the customer • FIX it on the spot • Find a way to say

YES

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WAYMISH Rule 2: Quickly Acknowledge the Customer

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Eric’s Second Chance

Page 9 What happened?

• What was Eric’s first response?

• ACKNOWLEDGED apologized and • What else did do right?

• LISTENED carefully • FIXED it on the

SPOT

• Found a way to say

YES

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Quickly Acknowledge

• Use the 10/5 Rule • If customer comes within 10 feet • Acknowledge with a – Glance – Smile – Wave – Nod • If customer comes within 5 feet – Speak and Greet • Whatever you say, say it with a smile WAYMISH 35

Jessie

Rule #3 Listen Carefully

Eric Alicia WAYMISH Susan Margie 36

WAYMISH Rule 3: Listen Carefully Page 10

1. Don’t interrupt.

2. Give your full attention to the customer.

3. Concentrate on the customer’s message.

4. Ask questions.

5. Don’t make assumptions.

6. Watch your body language.

7. Make eye contact.

8. Always be polite.

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Rule 4: Fix It On the Spot Page 11 What was the problem?

Did Jesse: “Fix It on the Spot ?”

Satisfied customers tell 3… unhappy ones tell 10!

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Rule #4 Fix it on the Spot

Page 11 (cont)

• Customers react emotionally when they have a problem that needs to be fixed.

• Make a genuine effort to make it right • Use common sense • Provide options • Let the customer choose WAYMISH 39

Delight Your Customers

Delight: to give great pleasure,

satisfaction, or enjoyment; to please highly.

Dictionary.com

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WAYMISH Rule 5: Find a Way to Say Yes Page 12 What happened?

Alicia

• New policy – no company tab • Did Alicia try to find a solution that worked for Frank?

• No – She just said, “No” – She wouldn’t get manager – Disrespectful response: “He made the policy”

Remember: Your most unhappy customers are your greatest source of learning.

WAYMISH ~ Bill Gates, Microsoft 41

Rule #5: Find a Way to Say YES (if you can )

• Sometimes company policies get in the way • Cannot always make exceptions • Make sure you understand the policy • How did Alicia find a way to say “Yes” • Got the manager involved WAYMISH 42

WAYMISH Rule 6: Coach Each Other

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Rule #6: Coach Each Other

Page 13 What was Jesse’s problem?

• She was new • She didn’t understand all her options • Tony did not try to help her • Apathetic attitude “She’ll find out one of these days “

What could have happened if Tony helped?

• Jesse would be better trained • She would understand her options • The customer could have gotten the windows • Result: Delighted Customer!

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Coaching Model Page 14

Step 1: Describe the issue.

Step 2: Discuss the situation.

Ask open-ended questions Paraphrase Make Suggestions Step 3: Take action.

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No More WAYMISH!

Page 15

1. It

IS

your

Job

!

2. Quickly

Acknowledge

the Customer

3. Listen

Carefully

4. Fix

It On the

Spot

5. Find a Way to Say

YES 6. Coach

Each Other WAYMISH 46

Small Group Activities

Customers Rule!

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Scenario #1: Parking Attendant

A customer who parked for lunch (1 hour) loses his ticket and is thus required to pay the full day’s rate of $25.75.

Dialogue: “This is ridiculous! You are making me pay for a whole day when I was only parked here for 1 hour? Ever since you all switched over management, I have had nothing but problems.” 48 WAYMISH

Scenario #2 Parking Enforcement Officer

A citizen with a handicap placard parks in a tow away zone and receives a ticket.

Dialogue: “Can’t you see that I have a Handicap Placard? Do you get paid a percentage of tickets that you write? You guys are always picking on the handicap people. I want you to take this ticket back or else.” 49 WAYMISH

Scenario #3: Security Guard

A customer who did not pay for the month and had her parking access keycard turned off is trying to exit the garage. Her keycard does not work so she called a security guard over the intercom to assist her.

Dialogue: “My keycard is not working. You need to let me out. What do you mean I need to pay on the clock for the day? Either you let me out, or I am driving through this gate.” WAYMISH 50

Scenario #4: Office Receptionist

A citizen missed her appeal date for a parking ticket she was appealing; therefore, the appeal was denied by default (Failure to Appear). She comes to the office to reschedule.

Dialogue: “What do you mean I cannot reschedule? This is outrageous! Either you reschedule my appeal or I will be contacting every T.V. station, the Parking Authority, and the Mayor’s office until you decide to reschedule. What is your first and last name? I have never heard of not being able to reschedule an appeal.” 51 WAYMISH

Scenario #5: Maintenance

Some cement pieces fell onto the hood of a customer’s car causing scratches and dents. They flag down a maintenance employee.

Dialogue: “If you would take better care of your garages this would not be a problem. I am assuming your company will be paying for the damages. Trust me, if they don’t they will wish they had.” 52 WAYMISH

Scenario #6: Cashier

A customer in their vehicle is taking a long time coming up with the money to pay for their parking. This causes a person behind to have to wait an additional five minutes. Because of the five minute wait, the fee advances to the next hourly rate.

Dialogue: “Because you took forever with the customer before me, I now owe an additional $2.00. You need to waive this $2.00 for being slower than my great grandmother.” WAYMISH 53

Scenario #7: Shuttle Driver

A shuttle passenger riding a shuttle bus to a medical clinic demands the bus driver to allow her to exit the bus at a non shuttle stop due to traffic congestion (safety violation). The passenger is obviously upset and is in a panic to get to her ill mother.

Dialogue: “Please, please let me off. This is taking too long. I was just notified that my mother is in critical condition. I want to be with her. I can walk there faster than the bus will get us there. Please, I beg you!!!” 54 WAYMISH

Scenario #8: Valet

A valet patron approaches a valet and demands his car is brought up next skipping the others that were before him.

Dialogue: “Hey, I am in a real rush to get to the airport. Can’t you go ahead and get my car first? I’m sure these guys won’t mind. Here’s a $20 tip.” (Tips are acceptable.) 55 WAYMISH

Back at Work…

Think about how your attitude can influence customer service, and make the extra effort to avoid WAYMISH!

Thank you for your time and attention!

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