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Training for

Customer Service and


Team Building
Importance of Training for
Customer Service
 Customer Perceptions
 To the Customer you ARE the company
 Organizations with Happy Customers are
more successful
 Financial Benefits
 Happy Customers come back
 Happy Customers tell their friends
 Providing good Customer Service doesn’t
come naturally to everyone.
How do customers evaluate service
Quality?
R Reliability – Deliver on Promises with dependability &
accuracy

A Assurance - Knowledge, courtesy, ability to convey trust,


competence and confidence

T Tangibles - Facilities appearance, comfort, look and feel of


Marketing materials, etc.

E Empathetic - Degree of caring and individual attention the


customer receives

Responsive - Willingness to help promptly – without


R distraction
Reliability - The Service Promise
 Organizational commitments
 Promises made via advertising, marketing, policies,
contracts, etc.
 Common Expectations
 Customer expectations are often based on
assumptions and past experience
 Personal Promises
 Agent to customer promises

Often the challenge is to reshape customer expectations.


Are you training your folks how to do this?
Assurance & Tangibles
 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
 Tangibles
 Take pride in your environment, yourself, your
workspace and any forward-facing delivery
mechanisms (online and marketing materials too!)
Empathy & Responsiveness
 Empathy
 Recognize the Emotional State of the Customer;
validate their feelings
 Treat each person as an individual
 Responsiveness
 Respond quickly
 Set Expectations – deliver on those expectations

Research shows that the most frustrating part of waiting


is not knowing how long the wait will be.
Training for Customer Service
 Train for Active Listening, Questioning,
etc.
 Use Case Studies to open discussions
 Group Activities
 Role Playing, scavenger hunts.
 FISH! Philosophy
Active Listening
 Pay attention to Content & Intent

 Ask great questions


 Use activities that hone questioning skills

 Tips:
 Tune in to the other person
 Limit distractions
 Don’t 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.

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