Week 13 Course Overview PDF

13 Course Overview  Coping with Challenging 13 Customers OUTLINE 1. List reasons that customers are challenging. 2. Explain the five tips to keep from creating challenging 3. customers. 4. Recall some aspects of the culture: Respect and em...

13 Course Overview  Coping with Challenging 13 Customers OUTLINE 1. List reasons that customers are challenging. 2. Explain the five tips to keep from creating challenging 3. customers. 4. Recall some aspects of the culture: Respect and empathy. 5. Define responsibility check. 6. Discuss what to do when you make mistakes with customers.  Challenging Customers Challenging customers are those customers with problems, questions, fears, and personalities that require us to communicate with them to achieve true solutions. Identifying Challenging Customers Challenging customers can present themselves in a variety of environments, including over the phone, through online chat or email, and even in informal settings like a grocery store. Remaining calm and professional is key when dealing with these difficult situations. preencoded.png Reasons Customers May Appear Challenging Language barriers. Lack of product knowledge or understanding. Upset due to unrelated issues. Quiet and non-communicative demeanor. Superior or impatient attitude. Acting as if doing a favor by engaging in business. Personal bias toward certain customer types. Reluctance to disappoint overly kind customers. Extreme anger. Difficulty in decision-making. Are You Creating Challenging Customers? Unique personalities and past experiences shape individual reactions. Customer problems can stem from service interactions. Communication bridge is crucial in customer service. Challenging customers react based on specific triggers. Provider actions/comments can unintentionally offend. Irritability or uncooperativeness can result from poor communication. preencoded.png Five Tips to Keep from Creating Challenging Customers Respect the customer’s time. Do not impose your bad or negative mood on anyone else. Avoid destructive remarks. Approach this customer with a Benefits of Empathy positive altitude focusing on the problem solution. Show initiative preencoded.png Ten Characteristics of Challenging Customers Customer with Language and/or cultural barriers Older customers Impatient customers Angry customers Analytical customers Noncommittal customers Superior customers Immature customers Talkative customers Customers with special needs  Responsibility check: One method for dealing with this type of situation is to perform a responsibility check. What to do when you are wrong? Use a responsibility check to assess accountability. Identify who should have responsibility vs. who actually Review the Situation does. Observe the Customer’s Reaction Admit the Mistake Handle responsibility checks diplomatically. Apologize for Your Actions or Error Find a Solution and Implement It Improves customer service opportunities. Six Super Ways to Cope With Challenging Customers may be upset over unmet responsibilities Customers that were theirs. Listen Engage customers in the service process. Show Empathy Ensure customers participate, not just receive benefits. Ask Questions Solve the Problem Create and enforce clear accountabilities. Follow Up End on a Positive Note  7 Motivation 8 LO1 Define motivation, morale, teamwork and self-concept. LO2 Understand and list motivating factors LO3 Differentiate between needs and wants. LO4 Explain the impact that high or low morale may have on an organization. LO5 Understand the power of self-motivation LO6 Perform own self-assessment identifying individual strengths and weaknesses. LO7 Share own methods of self-motivation with others. LO8 Identify ways to say thank and motivate others  Motivation Needs and Wants Motivation is the individual drive that causes us to 1. Needs are our personal behave in a particular way. requirements. Motivation is personal. 2. Wants are things or experiences Different motivators work for different people. that are desired Motivation starts and sustains action. Needs and wants are extremely Team members may have varying motivation motivational. Most individuals are levels. willing to work hard to get what they Group work can help balance motivation want or need. differences. When applying an understanding of Management should motivate through needs and wants to motivation recognition and encouragement. in a professional environment, Humor can be an effective motivator. misconceptions are common. Activities like “snack days” and celebrations What management may perceive as being the needs of boost motivation. its employees may in reality have Unity supports positive motivation. little importance and may result Sometimes, self-motivation is necessary. in having little motivational effect.  Factors that affect employee Motivating factors motivation Motivation can be both positive and negative  Morale Morale is an individual’s or group's feelings or attitudes toward a job, supervisor, or company. High morale Low morale Results of High Employee Satisfaction Effects of Low Morale Higher productivity benefiting shareholders, worker output, Absenteeism. and loyalty. Unprofessional behavior. Reduced absenteeism and lower employee turnover. High turnover. Factors Creating High Morale Causes Supportive management. Poor management. A united work environment. Negative influence from employees. Recognition of individual, departmental, or corporate Uncertain company future. successes. Layoff rumors. Excessive workload. Lift morale to boost motivation Low salary increases. Challenge Transparency Hard to correct even when recognized by Celebration management. Work-life Balance Open Communication  Improve Self-concept The first step in improving oneself is to perform a self-assessment: individual strengths and weaknesses are identified. Excuses, blame, and bad luck ideas do not contribute to the performance of an accurate self-assessment. Are not relevant during a self-assessment Tips for Improving Self-Concept Self-Concept: A positive self-concept results in a person with the self- confidence necessary to deal with others in a professional and productive manner.  Self-Motivation Self-motivation is the ability to drive oneself to take initiative and action toward goals without external influence or encouragement. Self-Motivation : steps to start Methods of Saying Thank You and Motivating others 1. Post quotations. 2. Improve self-concept. Customer service teams are the 3. Set goals. frontline in establishing brand loyalty. 4. Read motivational books. The level of customer service they 5. Act energetically. deliver directly impacts the overall 6. Develop humor. customer experience and determines 7. Have fun. repeat business. Managers are responsible for finding Teamwork ways to boost the morale of customer service teams and keep them Teamwork is working together to engaged. improve the efficiency of the whole. Communications in Customer 8 Service 10 In this chapter, you will learn how to  Why Companies Communications in Lose Customers Customer Service The process by which information, ideas, and understanding are shared between Customer Dies – 1% two (or more) people Customer Moves away – 3% Customer Influenced by friends – 5% Good communication Best Practices Customer attracted by competition – in Customer 9% prevents problems. Service, American Customer dissatisfied with product – It demonstrates Management 14% Association, understanding and builds HRD Press, However, 68% of the time that relationships. Amhers organizations lose customers, it is because of poor service - a Communication is central to rude or uncaring attitude. effective customer service. Customer Types of Communications Intelligence (CI) Customer Intelligence (CI) refers to the process of collecting and analyzing data about customers to better understand their behavior, preferences, and needs Involves feedback, interactions, purchase history, and social media. Supports CRM and business growth by Methods of Communication predicting trends. Listening: the ability to hear and understand what the Main components include data speaker is saying. Nodding when you agree with the speaker is a sign of collection, analysis, segmentation, and active listening personalization. Writing: Communicating by using the written word so that others can understand the intended message. When writing, be effective by giving detail. There will be a sales team meeting tomorrow at 9:00 am Talking: Speaking, using words and terminology that others can comprehend. When talking either in person or on the phone, it is important that you speak clearly. Reading: the ability to look at and comprehend the written word.  Seven Steps to Answer a Call Voice Inflection Successfully On the telephone, you are "selling" yourself. Voice inflection refers to variations in tone, timing, or loudness Most customer service interactions occur when speaking. over the phone. Challenges in Communication: Outstanding telephone skills are essential for Many individuals struggle with effectively conveying their spoken customer service providers. message. Phone communication lacks visual aids and Unpleasant Voice Traits: body language found in face-to-face - Grumbling, complaining, or nagging tone. interactions. - Noisy or loud, rough voice. Effective communication relies on strong - Mumbling or speaking too fast. listening skills, responsive answers, and voice Impact on Telephone Communication: inflection. Vocal issues are more noticeable and problematic over the phone. Seven Steps to Answering a Call Successfully Personal Reflection: 1. Smile! Your voice will sound friendly when you have a smile on your face! Your voice and the way you deliver your message can reveal key characteristics about you. 2. Answer with an enthusiastic and professional greeting. 3. Ask questions if something is not clear. To improve your voice inflection, try the following: 4. Give answers and assistance as quickly as possible. And if you can’t resolve the problem, tell the customer 1.Tape yourself. what will happen next. 2.Ask friends for their honest assistance. 5. Thank the caller. 3.Make a conscious effort to improve. 6. Conclude the call in a positive manner. 4.Keep listening to yourself. It is easy to slip back into old 7. Follow up on the call. To ensure that the customer is satisfied and the promise you made is delivered. habits. The power of Words Power Phrases When dealing with customers, some words are more Due to your I’d like your positive and appropriate to use. Many of us use very specialized What a unique considered Please suggestion! negative and demeaning words when we speak with knowledge opinion others. If I could borrow You are As you, of just a moment of May I? absolutely right! course, know your time Words to Words to Use Avoid I’d like your I would advice appreciate it if Please Vulgarity Yes Love slang (honey, etc.) May I/ Would you like Eye Contact We’ll try Consider this Haven’t had time Let’s discuss Hang on for a second Shows sincerity and interest but be aware cultural difference. Will/Can E-Mail Etiquette Can’t/ Don’t Thank you/ Appreciate Us Never/ Won’t the customer’s name You have to Opportunity Avoid all caps Don’t tell me no Challenge Not our policy no personal messages. Regret Not my job Use confirmation features; include appropriate emoticons.  Leadership in Customer Service 9 In this chapter, you will learn how to: 1. Define leadership. 2. Perform a self-appraisal of your own leadership abilities. 3. Differentiate between formal and informal leaders. 4. List characteristics of excellent leaders. 5. Demonstrate effective goal setting. 6. Create your own job aids. 7. Experiment with illustrating leadership without position in your own work setting.  Leadership leadership: the accomplishment of a goal through the direction of human assistants. A successful leader: who can understand The customer service industry is in great need of people’s motivations and ensure employee participation in a way that leadership. Why? integrates individual needs and interests The customer service industry requires strong leadership to into the group’s purpose. establish a customer-centric culture. Leaders drive performance and inspire teams to deliver The customer service industry exceptional service. is in great need of leadership. Leadership provides clear direction and motivation for staff. Leaders handle challenges like customer dissatisfaction, high 1. Leaders must promote an employee turnover, and maintaining service quality. interdependent environment Effective leadership encourages innovation and continuous 2. Leaders Demonstrate improvement. Empowerment Strong leaders ensure the company adapts to customer 3. Creation of a Customer needs and stays competitive. Without strong leadership, teams may struggle with Service Culture consistency, engagement, and maintaining high customer satisfaction. Types of leaders Coach or Counselor They must help Formal Informal They must be available to employees work through the leaders leaders train, correct, challenges that and encourage may prevent their employees. them from doing their best work. Have the Informal leaders authority have no official and power Leaders serve as both coaches and counselors for their authority but of their employees. do have the official ability to Characteristics of Excellent Leaders position. influence others Show care and respect. Not everyone who becomes Practice what they preach. a formal leader will demonstrate Have expertise in the area which they are working. the characteristics that describe Practice consistency. an excellent leader. Behave professionally. Leadership and Goals Job Aids Leadership requires finding the balance between what The creation of job aids requires a degree of creativity has to be done and who has to do it. Benefits of Job Aids A goal is an identified result to strive to accomplish. Leaders are responsible for training employees. Goals must be pursued to be achieved. Well-trained employees deliver better customer Displaying written goals serves as a reminder. service. Goals motivate and encourage ongoing effort. Training knowledge may fade over time without Start with the end goal to stay focused and productive. practice. Goals are essential for professional and personal growth. Job aids help reinforce training, combining visuals Align with company goals and set personal development and text. goals. Job aids can include how-to cards or useful word Personal goals can inspire others. lists at workstations. Job aids are leadership tools to reinforce training Steps for Effective Goal Setting Smart solutions help prevent common issues. Ensure tasks are done correctly on the first attempt. Define the specific goal. Useful for both employees and customers. Outline steps needed for achievement. Encourage the use of technological advancements. Serve as safety reminders for operating hazardous Set a completion deadline. equipment. Enhance workplace safety. Leadership without Position Your Boss Is Your Customer Too! Conflicts can occur between management and staff in customer service. Some managers lack effective leadership skills, despite sending employees for customer service training. This lack of leadership can discourage employees. Be a team player Informal leaders often step in to create a supportive Find out what your boss environment. Informal leaders are respected by peers and demonstrate considers to be important. "leadership without position." Be a collaborator, Leadership without position requires assertiveness from employees. not a complainer Positive interactions by informal leaders promote a unified Have reasonable expectations environment. Motivated employees can share leadership skills in unofficial Go to work each day Things ways. you can do to show your leadership with a great attitude Acknowledge and praise others for their effective problem- and the willingness to be solving. Propose efficiency-enhancing ideas to supervisors. a professional Greet coworkers warmly with a smile. Practice the golden rule: treat others as you wish to be treated. Lead by example and offer encouragement through consistent  Customer Retention and Measurement of Satisfaction 10 In this chapter, you will learn how to 1. Define customer retention. 2. What is customer retention strategy?. 3. List the steps for establishing a customer- retention program. 4. Sources of Information to Measure Customer Satisfaction Customer Retention The Financial Impact Customer retention focuses on maintaining and satisfying current customers. Churn Rate Involves activities to drive repeat Churn = (Number of defections) / business and boost profitability. Success depends on product/service quality, (Number of new customers) * 100 customer support, perceived value, and reputation. Historically, proactive retention strategies were underutilized by managers. Modern approaches stress the importance of loyal customers and fostering long-term relationships. Defection Rate Defection rate = (Customers who left) / Customers' Value (Total customers) * 100 External Customers Internal Customers Customer Lifetime Value Appreciating Long-term (CLV) Customers CLV = (Yearly profit) × Customer Retention (Customer lifespan in years) Nonprofit Organizations How to Tell If You Need to Improve Your Customer- Retention Programs 1.Are you measuring customer satisfaction? What is customer retention strategy? 2.What level of priority is being placed on customer satisfaction? Customer retention strategy is 3.Do you measure quality standards and defined as the ideas that an communicate results with management and organization should staff? implement to keep their 4.Do you train and retrain customer service providers? customers stay with their brand. 5.What is your level of employee turnover? 6.How much do you spend to keep current Development of a Customer-Retention Program customers? 7.What is your cost for acquiring customers? 8.What is your customer-defection rate? Examine Identify specific Create a Create a Determine who your objectives to culture that a timetable manageabl 9.What do you do to get customers back? customers be realized by e program stimulates for the program customer 10.Do you deliver on what you promised to your are and of customer evaluation what retention interest customers? specific needs they have Measurement of Satisfaction Sources of Information 1. Informal Surveys To measure effectiveness accurately, it’s important to ask clear, purposeful questions across a diverse 2. Comment Cards customer base to capture a broad range of perspectives. 3. Verbal Feedback 4. Historical Data (Point of Sale) 5. Sales Data 6. Corporate Surveys Explaining the purpose of your questions and expressing appreciation for customer feedback can reinforce that their input will help enhance service quality. 7. Internal Discussions 8. Focus Groups 9. Toll-Free Numbers Avoid asking questions about issues that won’t be 10.Customer Intelligence addressed, as this can lead to frustration. An airline collects customer feedback on seat comfort, staff friendliness, and in-flight entertainment but avoids Harvard Business Review reports that a 5% increase in questions about airport parking, as it’s beyond their control. customer retention can lead to profit increases between 25% and 125%. Why Surveys Do Not Always Reflect Reality Survey and comment cards may not accurately reflect customer satisfaction. Dissatisfied customers or those seeking benefits are more likely to respond to surveys. Satisfied customers often do not provide feedback, skewing results. Survey validity depends on honest reporting by respondents. Misrepresentation in surveys questions their accuracy and reliability. Evidence suggests surveys can provide a skewed picture of customer beliefs and values. Customer retention key strategies Customer Retention Strategies Of Best Brands 1.Make customer experience (CX) a strategic priority Starbucks – Loyalty Program 2. Delight your customers always Strategy: Enhanced Loyalty Program Focus : 3. Create well-tailored customer retention program Amazon – Prime Membership 4. Map your customer journey Strategy: Privilege-Based Retention 5. Respond to customer issues instantly 6. Deliver real time customer engagement Coca-Cola – Customer Connection Approach 7. Implement customer feedback judiciously Strategy: Experiential and Flexible Campaigns 8. Create interactive content for educating customers Hilton – Personalized Hospitality Strategy: Targeted Customer Service and Loyalty  11 Technology and Customer Service 10 In this chapter, you will learn how to 1.What Is Customer Service Technology? 2.Main Areas of Technology in Communications 3.Technology and Customer Service/Pros and Cons 4. Reasons Technology is The Key to Personalized Customer Service 5. Customer Service Technology Trends Customer Service Technology and its Role Customer service technology improves customer experience through Customer Expectations: various tools and platforms. Availability Includes multi-channel communication and customer database management software. Accessibility Promotes data analytics, particularly predictive analysis, for better service Accountability delivery. Enhances efficiency, customer satisfaction, and reduces operational costs. 1. Customer 2. Artificial Relationship 3. Self-Service 4. Social Media Management (CRM) Intelligence (AI) and Portals Management Tools Systems Chatbots 5. Voice Assistants and 6. Omnichannel 7. Analytics and 8. Customer Interactive Voice Support Solutions Reporting Tools Feedback Systems Response (IVR) 9. Remote 10. Robotic Assistance and Process Automation Augmented Reality (RPA) (AR)  Technology and Customer The Robots Are Taking Over! Service Chatbot: Handle basic customer inquiries, reducing need for human Advantage agents. Improve Lines of Communication Efficiency: Manage simple questions Keep Customers Informed (e.g., store hours, delivery time). Makes Tasks Easier AI Impact: Predicted 85% of interactions Delivering Resolve Issues and Respond to Customers handled without humans by 2021. service More Human Focus: AI frees agents for through complex issues. Age group using social media for providing electronic feedback to brands Reduced Workload: Agents avoid channels repetitive tasks. and robots Job Satisfaction: Less stress, happier agents, better service. Disadvantage Lack of Human Touch Technical Issues and Downtime Privacy and Security Concerns High Implementation Costs Limited Problem-Solving Abilities Managing Complaints on Social Media Consumers frequently share negative To address these challenges, businesses brand experiences on social media. should implement strategies such as: Digital complaints have tripled in the Developing a Social Media Policy: Establish clear past three years. guidelines for responding to complaints, ensuring 48% of American consumers use social consistency and professionalism. media for grievances. Training Staff: Equip team members with Public responses show care and pro- the skills to handle complaints activeness but may also highlight empathetically and effectively. negative experiences. Utilizing Monitoring Tools: Employ social listening tools to track mentions and 1. open strategies, in which firms sentiments, enabling proactive engagement. provided public responses Creating an Escalation Plan: Define procedures 2. closed strategies, in which for escalating issues that cannot be resolved at firms responded with just a single message directing the the initial point of contact. complainant to a private Offering Personalized Responses forum. Responding Promptly Encouraging Positive Engagement Excellence in Customer Service: 12 Global Star Rating for Services Excellence in Customer Service Excellence in customer service refers to consistently delivering Global Star Rating System : 8 pillars high-quality support that meets or exceeds customer expectations, fostering satisfaction and loyalty. The Global Star Rating System for Services The Global Star Rating System for Services is a world class service assessment model that enables entities to improve customer experience and service delivery across all channels. UAE Government Global Star Rating System UAE Global Star Rating System launched in 2011 to improve government services. Rates services 2 to 7 stars based on independent evaluations. Assessment reports detail strengths and weaknesses. Over 1,000 channels assessed by 2021. Evaluated every two years, including customer surveys and mystery shoppers. Reassessments occur if significant deviations are found. Focus on top-tier customer experience and service delivery.