Cu stome r Se rvic e and Sa tisfaction

Our Daily Bread
Edited ,Compiled,Choreographed by Vidya Nag – for internal use only

Dru Scott’s

Objective
• To explain why satisfying customers, the people part of your job, is as important as doing the technical part of your job • To provide techniques of over-coming barriers to customer satisfaction • To show how to use tools to over come the same

Clearing the Barriers!

How CSRS* can build your success
Use these skills inside and outside your organization, today and tomorrow

*Customer Service Representative Skills

CSR skills add to every area of your life because they are really relationship skills Reward: Opportunity for repeat business & long-term, mutually satisfying relationships

Shift your focus
• On satisfying customers • Filling requests in ways that build your relationship • Think beyond – not just of todays solution

Read the Success stories….

Write your own success story
• What is a situation with an external customer (or customer group) that you want to improve ? • What is a situation with someone in your organisation that you want to improve ? • What situation in your personal life you want to improve ?

Recap
The relationship skills help me with the people outside & inside the organization. Same CS skills help me with my family & friends. Reward is two-fold

“Good CSRS save me time, help every area of my life, and are well worth learning”

“It is easy to have good relations with easy people what with difficult ones”

DEALING WITH DIFFICULT PEOPLE
take it professionally, NOT personally

The toughest people usually are not “outsiders” but within your own organization Approach difficult people professionally, not personally

Keep the spotlight on the issue away from yourself

Truths..1
• Every day thousands of people in organisations like ours wrestle with these similar frustrations… • They are often unfair, yet common.
Remember change management .. Add creativity…

Truth..2
• You are not alone when it comes to peoplerelated problems • Even highly trained scientists needs to get budgets approved and research approved by others. • Computer specialists find their technical abilities not enough unless they can deal with people effectively. No one is immune.

Truth..3
• The most complicated “creatures” to deal with are always “people”. • Although, it may often seem so, the grass not greener in another job. Blaming your current organisation bears little fruit.

The reality is clear…
• No matter what organisation or job you are in, you eventually run into difficult people. The best option: you might as well develop your skill in dealing with them.

The secret of Success…
• The secret to resolving most “people problems” is simple but not easy. • It is like “love thy neighbor”

Review..
• By taking things personally, I felt:
– – – – – Guilty Like my concentration was interuptted Like it hurt a relationship As though it dampned team work Other…

Taking things personally can hurt you and others, taking a situation professionally, pays off !!!!

How to keep spot-light on the issue ????

Rath er than
He is accusin g me of making a mist ake

Repl ace with

How c an we so lve this sit uation

Rath er than
She can’t ta lk to me like t hat

Repl ace with

Will y ou pleas e t ell wh at needs to be d one

Rath er than
You a re not perfect you make mist akes, to o

Repl ace with

This isn ’t th e kin d o f se rvice w e wa nt to pr ovide. What c an we do t o corr ect th is?

“This is my job and I like it”
Not because it is EASY,not because there are NO difficult people, Not because there are NO frustrations

Sum-up…
• Taking things professionally and not personally pays off, BUT its not easy. • It takes energy and concentration. • Often it is a CHANGE. • For this reason it leads to “burn out”…

Burnout
Threat to customer satisfaction !

Truths..
• Burnout is a major threat to customer satisfaction. • If you allow yourself to burnout, you will not be able to do best thinking on the job. Burn out is common, but not mandatory

Burnout is particularly dangerous when..
• Your work focuses mainly on problems or negatives. • You rarely hear from people when you are doing a great job. • One situation explodes and a regular customer forgets all the good accomplished in previous transactions.

“Eight ways to spot it, Five ways to prevent it”

Five Ways for Preventing Burnout
Exercise Daily Take care of your own needs Work towards a measurable target Say what you feel; directly & skillfully Do good things for your spirit

Exercise daily..
• Number-one way to prevent or over-come burn-out • Without ample oxygen your thinking ability drops. • You need not run a marathon or join costly Jim, even walking a mile or two helps

Take care of your own need
• Take care of your own wants and needs:
– Without devaluing yourself – Without devaluing others – And, without devaluing the situation

Take care…
• Making sure your good ideas get attention even if it takes speaking up several times, or putting your ideas in writing • Asking people to notice your achievements, rather than hoping and waiting for them to notice • Asking for what you want.

Work towards measurable targets
• Targets help you appreciate your accomplishments • Targets turn on your creativity • Targets make your job easier

Say what you feel skillfully and directly
• Commit yourself to saying what you feel directly and skillfully. • Develop your skill through practice • People will respect you and appreciate it. • Every time you are successful at direct communication, the easier it becomes for you.

Do good things to yourself..
• Learn how to keep yourself positive and motivated. • Discover those things that add energy and lift your day • Often these are small acts that you control • They are as simple as using your favorite pen/pencil, sharing a joke, listining to music, playing music in background etc.,

Even though burnout is common it is not mandatory. I take care of myself by being energetic and thinking clearly

What if..
• Agreed that I will take care of my burnout, but what if others do not cooperate with me….

Secret to getting more cooperation
Treat each person as a Customer !!!

Turning work into satisfying partnership
• Cooperation makes real difference when you are working with customers. • “He is not cooperative” • We believe that cooperation is given rather than earned, we CAN earn cooperation

Secret to getting more co-operation is to treat each person in your organization as well as you would an IMPORTANT CUSTOMER

This approach turns into satisfying partnerships

Updating your beliefs
“There is no cooperation around here”

Which of the following do you Agree:
• I can count on people giving me cooperation because it is part of their job • I need to do things to get cooperation • Some are cooperative, some are not • I can do things to increase the probability of each person being cooperative towrads me

• Treat my boss as important customer Even if it is not easy, I treat each person as my customer. It always pays off.I get better cooperation and I get better satisfaction of working as partner

The Problem with customer service
• To do a superior job it will be necessary for you to go beyond service to customer satisfaction Aim for satisfaction

“I give good service.The customers just don’t appreciate it”
• Understand that satisfaction is defined by customer “Customer service” is defined by supplier. “Customer satisfaction” is defined by Customer. • Waiter comment !!!!

Case study…
• Assume that you are eating lunch when a coworker from another group sits down next to you and starts to say: • “Do you know what happened? Today morning someone had the nerve to complain about some work I did for him. I know my job.I have been in it for years. I do good work. What does he know? I am the expert….”

Ask your self…
• What would I say to this person. • Why someone might believe that they define the value of their work rather than allowing the customer to define it.

Targets..re-visited
Customer satisfaction is easier when you have targets. • Targets by any name… Requirements, Expectations, Goals, Objectives, Others… Games…

Who establishes the your target..
You provide. Targets are established by your Manager. Targets are determined by you and your manager. Targets include customer input as well as your and managers input

When target is set by Manager/Client
• Make sure you know the purpose of the target. • Always arm yourself with written targets.

Re-cap
• Aim of Customer Satisfaction • Focus my work on Customer-centered targets. • Understand the purpose of my customersentered targets, regardsless of how they are assigned

Re-cap…
• Make sure that I can clearly explain all customer-centered targets • Work with my customer for any vaguely defined targets. • Avoid re-work by having specific written objectives.

Customer is NOT always right, But.. Solve problems without blaming…

Customer is not always right, but customer is always a customer *** It is because of the customer that we are earning our bread..

Barrier to problem solving

• What’s the biggest barrier to problem solving ?

Blaming….
• • • • • “That’s not my job..”.. “Nobody told me to…”.. “That happened when I wasn’t here”.. “I was asked to do this…” “I thought that it would not work..”

• Sounds familiar statements to you….??

• Have you noticed that after a person has vigorously blamed some-one, he/she actually ends-up doing the job anyway.
Relationship has already strained…!!! Some people blame themselves !!!

Remember: Blaming yourself or others both are un-productive

• Blaming others wastes time and hurts relationship • Blaming yourself drains energy and enthusiasm and leads to procrastination.
Solving problems without blaming is remedy for both – Is it possible..??
True or False – Page -60

Short-cut to stop Blame-habit
• Avoid being Victim • You may have your own logic to blame others, but only cure is “solving the problem”. • When you solve or prevent problem you do not feel victim.
• Case Study – Sandy steps out of victim role – Page 61

Seven Practical steps to Problem solving
• Express Respect
– YOU are important (specially when others are irritated)

• Listen to Understand
– Tell me what happened

• Uncover the expectations
– Will you please tell me what needs to be done

• Repeat the specifics
– Let me make sure that I understand what you need

• Outline the solution or alternatives
– I will take this action or you have several choices

• Take action and follow-up
– I will take personal intrest and get the problem solved

• Double-Check for satisfaction
– Do what-ever it takes

• • • • • • •

That’s not my job… Nobody told me to… That happened when I was not there… I was not aware of what was done by them… You dummy, you should have.. Why did’nt you… You messed it again…

Seven steps to customer problem solving…
• • • • • • • Express respect Listen to understand Uncover the expectations Repeat the specifics Outline the solution or alternatives Take action and follow through Double-check for satisfaction

Re-cap..
• Handle iritate person by solving the problem • Avoid feeling like victim. • Express respect,Listen to understand,uncover expectations. • Outline solutions or alternatives • Double-check for satisfaction.

I solve problems without blaming others or myself. It saves time, reduces stress and build team work.

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