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Version 1.0 © 2008 Louis Allen Worldwide
© 2008 Louis Allen Worldwide All rights reserved. This work or any part thereof, may not be reproduced in any form, including photocopy, or by any electronic means including information storage and retrieval systems, for internal use or for sale, without written permission from the copyright holder. For additional information, write the publisher: Louis Allen International - India 65 First Cross, Vivekananda Nagar Bangalore 560 033 INDIA
The concepts and tools in this workshop are meant to rejuvenate in a two pronged manner:
First and foremost, by looking at the Spirit of Service, that translates into the Right Attitude so critical to superior customer service Layering onto this, necessary Knowledge and Skills, that translates into an Intense Customer Focus across internal as well as external customers
To enhance your ability and capability to: Develop the Right Attitude Help you instill in yourself the Spirit Of Service which energizes at a fundamental level towards customer interactions Towards serving the customer – Internal and External To be committed to the Organization’s goals Increase Knowledge Understand, Accept and Absorb The Company’s Customer Service Commitment Understand how to deal effectively with customer requests and complaints Enhance Skills Communication • • Speak the language the customer will understand Develop listening skills
• Avoid misunderstandings Inquiry Ask the right questions to determine the customers' requirements and concerns Customer Handling • • • • Establish the right customer expectations Deal with tough customer inquiries and demands Improve handling of customer complaints
PROGRAM NORMS ♦ Apply what is learned ♦ Be present ♦ Start and stop on time ♦ Be both open-minded and skeptical at the same time ♦ Participate and ask questions. stay relevant ♦ Maintain confidentiality ♦ Give us feedback ♦ Be patient – this is a system ♦ No cell phones vi .
LOUI S ALLEN ASSOCI ATES INTERNATIONAL Section I 1 .
If yes.EVERY CUSTOMER COMPLAINT IS A GIFT Choose whether you agree with this or not. why? If not. why not? List your arguments below: Capture your key takeout from the discussion: 3 .
TAKING CHARGE Influence The Freedom to Choose 4 .
QUOTABLE QUOTES “It is not the strongest of the species that survive nor the most intelligent.” . you get run over if you just sit there.Winston Churchill 5 . but the one that is most responsive to change.” .Charles Darwin “Even if you are on the right track.
CUSTOMER CENTRICITY IS ATTITUDE IN ACTION! 6 .
THE SPIRIT OF SERVICE The Spirit shines through! Intent precedes Content The Power of Belief • Seeing is believing • Believing is seeing • I have a dream… 7 .
Capture your reactions to the logo below. What does it mean to you? Capture your key takeout from the discussion: 8 .
Question: Who am I in the organization? Capture your key takeout from the discussion: 9 .
YOU ARE AN AMBASSADOR OF YOUR UNIT Any interaction with you is a “Moment Of Truth” for the customer. The customer does not see the back-end but only its impact on him judged by his interaction with you. 11 . You can never really know what drives someone unless you get into his skin and live life from his / her point of view You can never know how a person feels until you’ve walked a mile in his / her shoes The customer’s views – not your views on his / her views Thinking of the customer in the first person very often helps this process Never “Us” and “Them” To truly understand what drives and motivates the customer. this will involve you being separate from the customer only physically. Understand customer needs Know your products Put the two together Take the point of view – “I am the Customer”.virtually on the other side of the table. You are the face of your unit First impressions often leave a lasting impact When you go to a supermarket or hotel for example. you will judge the supermarket / hotel by the people you interact with over there – and how effectively and efficiently they serve you. You need to be a guide / friend / expert for the customer. In the context of a 1:1 interaction for example. one will have to virtually step into his shoes. but completely united with him in spirit .
Why do customers complain? 12 . Who is my customer? 2.Discussion Questions: 1. What are customer expectations? 3.
organize. and those of managers. and stakeholders. you will be able to: ♦ Discuss the importance of “managing” stakeholders ♦ Begin thinking beyond traditional hierarchical mindset The Importance of Five-Way Management In order to be effective in today’s complex organizations. managers must lead. as well as their own needs. Question: What have you experienced that confirms or contradicts the concept of five-way management? Your Manager Sphere of Influence Peers. Vendors You Peers. and control so that they meet the needs of those who report to them. Customers Your Direct Reports You own your work area! 13 .FIVE-WAY MANAGEMENT Section Objectives On completion of this section. plan. peers.
Question: Why is my organization in business? Capture your key takeout from the discussion: 14 .
Question: Why is my company losing customers? Capture your key takeout from the discussion: 15 .
Question: What does Customer Centricity mean to you? Capture your key takeout from the discussion: 16 .
Customers are both external as well as internal. Discussion Question: What does ‘profit’ mean to you? 17 .The underlying purpose of a business is to make a profit through service to its customers.
Some reasons why companies lose customers: Incomplete information Hidden clauses that crop up later to surprise and irritate the customer Excessive Hard Sell Refusal to accept responsibility Surly employees Poor follow-through Poor response Not listening Pettiness Arrogance Treating the user as an idiot One way to view a customer is like a guest in your own home – can you imagine ‘losing’ a guest? 18 .
be consistent and follow through Responsiveness .attending to the basics 19 .not just a number Empathy .really care Competency .THE QCD TRIANGLE Five dimensions to quality customer care: • • • • • Reliability .tune in to your customers’ needs To feel valued .
MISSION What is a Mission? You create your mission by developing a statement of the primary. With a well defined mission you will be able to better communicate. Your mission identifies the most important areas to which you will commit available resources. continuing results that you and your unit are to achieve. and must link into the mission of your manager. An overall organization mission links into the organizational vision. It is like a beacon that guides the efforts of everyone in the organization. motivate. Why is a Mission important? A well thought out mission will enable you to align others’ efforts around the most critical goal of the organization. What is Your Organization’s Mission? 20 . as well as measure important results.
Purpose statement of the mission is written as an objective Causal To ( what area of To ( what area of responsibilit y does) responsibilit y does) Why? so t hat ( overall. cont inuing result ) 21 .
Pick out the key words from the Mission that reflect the service that you provide for keeping customers happy: What are the key tasks to be done? What is the role that you play? 22 .
but not the exact features and solutions that will satisfy those needs • Customers very often cannot set specific technical specs for you 23 . Most of all. Some of what customers want include: • • • • • To be listened to To be taken seriously To be treated with respect To get immediate action In case of a complaint o To gain compensation / restitution o To have the party who wronged them reprimanded or punished o To clear up the problem so that it never happens again What Customers Can and Can’t Tell You: • • Customers do know what they want! They know their wants and needs. people want to be treated like valued human beings.WHAT DO CUSTOMERS REALLY WANT? Customers want a variety of responses from you.
LOUI S ALLEN ASSOCI ATES INTERNATIONAL Section II 25 .
try to turn objections into advantages.ISSUE REVIEW AND RESOLUTION Capture your key takeaways from the sharing below: What are some general rules for handling difficult customer complaints? – – – Get a clear understanding of the objection Do not tell the customer flatly that he / she is wrong Restate the objection in your own words so that it comes across sounding more positive Restate the objection as a question that will lead to sales talk Overall. To do this you must have a good understanding of the product – – 27 .
You may even want to request that your supervisor finish up with the customer. or yell at a customer. give yourself a “time out”. Pe r s.” Get some air and take a few deep breaths. Excuse yourself politely: “Excuse me for a moment while I check our guidelines on this matter. wanting to cry. keep repeating what you CAN do without becoming hostile or loud.Tips for Handling Difficult Customers • Time Out: If you find yourself becoming upset. Pe e rs. • • You r Y ou M a n a ge r M an g e Pe e rs. It also lets the customer know that you are listening and they often respond by calming down. Take Notes: Taking notes keeps you focused on the facts instead of getting caught up in the emotion. Polite Repetition: If the customer keeps insisting on something that’s unreasonable or impossible. Ve n d or s V en do r s You P e e r s. Cu st om e r s Cu st om e rs You r Yo u r D ire ct D ire ct Re po r t s Re po rt s 28 .
BREAKTHROUGH NEGOTIATION 29 .
The more often an idea is put to use. 30 . the better it will be understood. the better it tends to be understood and remembered. Principles of Communication Emotional Appeal: Appeals made to emotion tend to be communicated more readily than appeals to reason. The material in this section will enable you to communicate with increased clarity and confidence and help you resolve many of the communication issues you will face. The fewer people through whom a message passes.COMMUNICATION Why This Section is Important “Communication problems” is the number one reason for most organizational and customer issues. Understanding others first leads to their understanding you. Understanding is made easier if a good personal relationship exists. Definition Communicating: The work of creating understanding among people so they can act effectively. Feelings tend to overpower facts. Rapport: Application: Line Loss: Reciprocal Understanding: Question: Provide examples from your own experience that confirm or contradict any of these principles.
Message – A communication or meaning transmitted from one person or group to another.The process in which the receiver returns a message to the sender that indicates receipt of the message and the degree to which it was understood. or organization interested in communicating something to another party.The individual.The individual. Receiver -. de t e r m in es Sender & Receiver’s Receiver’s Needs M e ssa g e ( w or k ) pr odu ce s Re su lt s dict a t e s Fe e dba ck sa t isfie s 31 . group. group. or organization that perceives the encoded symbols and may or may not decode them and try to understand the intended message.THE COMMUNICATION PROCESS Sender -. Feedback -.
People may filter information on the assumption that the receiver does not need to understand the communication.If the receiver has little respect for the source. Jargon -. Overload -. Value Judgments -. The receiver considers both the message and the source in making value judgments and determining credibility. 32 . If a message reinforces the receiver’s beliefs. Lack of Feedback -.The source may need to send another message that depends on the feedback he or she receives from the source.Overload is occurring when a receiver is experiencing more information than she or he can process. he or she may not send the second message. he or she may disregard the message.Jargon makes communication more efficient within a closed group. However. If the source receives no feedback.Problems occur when people attribute different meanings to the same words.COMMON COMMUNICATION PROBLEMS The following is a list of problems that can interfere with effective communication: Noise -. problems will occur.Any disturbance in the communication process that interferes with or distorts communication. or be forced to send the message again. he or she may pay close attention and believe it completely. without examination. Filtering -. if the receiver does not understand the language. Selective Attention -.Exists when the receiver attends to only selected parts of the message – a frequent occurrence with oral communication. Source Credibility -.Value judgments are influenced by the degree to which a message reinforces or challenges the receiver’s basic personal beliefs. Semantics -.
start with agreement or a neutral position 33 . before dealing with logic ♦ Reciprocity is the key to having influence and being understood ♦ Face-to-face communication is usually the best medium ♦ People remember ideas they put to use ♦ Think through the other’s needs before you communicate to them ♦ When possible.COMMUNICATION SUMMARY ♦ Emotions drown out facts ♦ Recognize and respond to feelings first.
Ve n d or s V en do r s You P e e r s. Cu st om e r s Cu st om e rs Customer is King ! You r Yo u r D ire ct D ire ct Re po r t s Re po rt s ME ! 34 . solve problems—from the customer’s perspective • Customers don’t have problems. but the customer is always the customer • Don’t sell services to customers. Pe r s. they have crises PARADIGM SHIFT – TRUE CUSTOMER CENTRICITY Customer is King ! Employee! You r Y ou M a n a ge r M an g e Pe e rs.Why is the customer always right even when the customer is wrong? • The customer is not always right. Pe e rs.
You own your work area! Empower Yourself And Your Team That’s what Visionary Leaders do! THE ALLEN MANAGEMENT SYSTEM WHEEL 35 .
Completing this section will enable you to diagnose and develop actions that will improve your ability to get important work done in your organization. you will be able to: ♦ Complete a network analysis. ♦ Take actions to strengthen critical relationships. 36 .DEVELOPING RELATIONSHIPS Function: Activity: Segment: Organizing Integrating Work Developing Relationships Section Objectives On completion of this section. Why This Section is Important Most work gets done in organizations through informal relationships built on mutual influence and trust.
Once you have identified six to eight key people. Step 1. Identify six to eight people who are important to your success as a manager. Step 4.) Include all levels inside and outside your department. rate the strength of your relationship. (These are the people you depend on to get your work done. Rate the level of their importance in your completing your task. Each person reviews their list including key people in their network analysis. name the tasks in which they are involved. Step 2. Step 3. A network is a changing and informal set of cooperative relationships among those people you need to accomplish your work. Finally. Decide who is going to go first. Identify two individuals with whom you could improve your relationship and are important to your completing your task. 37 . Select a partner.Relationship Analysis Exercise Completing a network analysis provides an opportunity to identify your personal influence network and evaluate the strengths and weaknesses of important relationships.
RELATIONSHIP ANALYSIS WORKSHEET Your manager Name Task Importance Relationship Your manager’s peers Name Task Importance Relationship Your direct reports Name Task Importance Relationship Your direct report’s peers Name Task Importance Relationship 38 .
Your customers (Internal / External) Name Task Importance Relationship Your suppliers (Internal / External) Name Task Importance Relationship Yourself Task Importance Relationship Relationship Matrix High High II m pr ov e ! m pr ov e m port ance IIm por t ance M a in t a in M a in t a in M in im iz e M in im iz e Socia liz e lize Low Low Poor Poor Relat ionship Relat ionship Ex cellent Excellent 39 .
identify two or three concrete actions you can do to improve or maintain relationships with individuals in the “Improve!” or “Maintain” quadrants.Developing Relationships Activity In the space below. Individual____________________ Action: Individual____________________ Action: Individual____________________ Action: Individual____________________ Action: Individual____________________ Action: 40 .
we move to an approach where we think in terms of a lifetime commitment to the customer . good customer relationships are at the heart of business success. The more useful way to think about CRM is as a process that will help bring together lots of pieces of information about customers. marketing effectiveness. sales. CRM is a customer-oriented management concept for the improvement of: • Customer acquisition • • Customer retention Customer value to increase company profitability.enter the concept of Customer Life-time Management.FROM CRM TO CLM! CRM stands for Customer Relationship Management. Did you know… It costs 5-10 times as much to acquire a new customer as it does to retain an existing customer Long-term customers buy more. There are many technological components to CRM. THE CUSTOMER IS A LIFELONG COMMITMENT – ONE DAY AT A TIME 41 . CRM is the overall process of building and maintaining profitable customer relationships by delivering superior customer value and satisfaction. and bring in new customers A 5% increase in customer retention can increase profits 60-100% Moving beyond CRM. are less sensitive to price. but thinking about CRM in primarily technological terms is a mistake. take less of a company’s time. It is a strategy used to learn more about customers' needs and behaviors in order to develop stronger relationships with them. responsiveness and market trends. After all.
but still attainable Time-bound Definite time-frame Suggested Format for writing a SMART Goal (Modify appropriately to suit the situation) In the next (Time Frame) I will (Action to be taken with Descriptor / Qualifier) at least (Minimum Condition).SMART GOALS Specific Drill down to focus efforts Measurable By you and by others Aligned With overall objectives Realistic May be a stretch. Example: In the next 6 months I will exercise for 45 minutes at least 3 times a week. 42 .
My SMART Goals o o o o o 43 .
KEY POINTS WORKSHEET List three points in today’s presentation that were most important to you and explain why you chose them. 2. 45 . 1. 3.