Working with Customers
Working Successfully with Customers: Staying Courteous Under Pressure
All of us who work have customers. For some, your customer is external to the organization — visitors, vendor, end users of your products or services, everyone. For all of us, there is another group we serve — our internal customers — a co-worker, an executive, a shareholder or other stakeholder, a colleague from your own or another department.
The working with customers workshop is designed for anyone who has direct contact with others, who supplies a valuable customer service role to internal customers, and who wants to improve his/her customer service skills.
The Importance of Customer Service
"Act as if what you do makes a difference. It does."
- Identify who your customers are and what they expect from an employee.
- Link mission, vision and values to the delivery of "world class" customer service.
- Establish the standard and level of service you have to provide to be successful.
- Learn why "high quality" service is critical for the customer and you.
- Learn how to communicate with a customer "what their needs are" even if is not "what they want to hear."
Getting Off to a Good Start
"I do't know what your destiny will be, but one thing I know: the ones among you who will be really happy are those who have sought and found how to serve"
- Building a good customer relationship from the "get-go." Apply techniques to tell customers what they "need" to hear, even when they don't "want" to hear what you have to day.
- Learn solid telephone techniques that will enhance your image and the image of your organization.
- Develop techniques to work with people who are hostile and uncooperative over the phone.
- Learn how to "strengthen" the relationship with a difficult customer.
- Learn how to build GOOD WILL even with the most difficult customer.
- Develop an understanding of management's role in reinforcing, supporting and recognizing quality customer service.
- Learn some techniques to "manage stress before it manages you."
What Motivates People to Serve Customers Well
ÃƒÂ¢Ã¢â€šÂ¬Ã…â€œIf you want to be creative in your organization, your career, your life, all it takes is one easy step... the extra one. When you encounter a familiar plan, you just ask one question: "What ELSE could we do?"
- Develop an understanding of the responsibilities of each employee — from the top to the bottom of the organization - in delivering quality customer service.
- Learn what motivates others to work cooperatively with you or to work against you.
- Develop strategies to keep discussions with customers open, less defensive and keep the focus on problem solving.
- Learn how to build a "trust climate" so your internal customers will want to work with you to solve problems and get the job done.
- Practice the "choices" you have when dealing with conflict with internal customers.
- Develop ways to address"the boss" when he/she is a part of the conflict and you need his/her help in resolving internal customer service problems.
Skills to Deal With Anger — Your Anger and Other People's Anger
"Sometimes I feel like the world is out to get me, but deep down, I know that is not true. Some of the smaller countries are neutral."
- Develop skills to stay"grounded" when someone attacks you personally or is trying to manipulate you.
- Learn how to stay assertive when someone is uncivil and behaving in an "ugly" fashion.
- Develop an understanding of how body language, inflection and pitch influence interactions with others.
- Practice using empathy when dealing with an upset or highly emotional customer.