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Brenda Jean Patrick
Customer Care Notes
January 25, 2008

Customer Care - Our Very Existance Depends on it.

There are 4 types of people in the work place, those that:

  1. Embrace Working and look for opportunities for growth
  2. Hard Workers but do not feel eager about growth
  3. Love their jobs, but are laid back
  4. Whiners...Employed in every institution, but we wonder why? They have a need for drama.

(Video showed two types)

How do you teach customer care to the 4 groups above?
Use the 4 steps: They work when they are used and that is the key!

  1. Say it
  2. Teach it
  3. Practice it
  4. Reward it

(Salesperson in the video had to know better but didn't act on his knowledge)

How do the 4 steps impact Customer Care?
As you increase Customer Care you increase relationships.
Relationships = Performance

  1. Act like you like your job
  2. Know about your institution (EFC)
  3. Value education
  4. Encourage your clients to want to come to your institution (EFC)

(The customer in video will share the negative experience and will not give the institution another chance)

Think about what you have done differently to increase Customer Care?

What information have you shared with your co-workers in regards to Customer Care?
List three items...

 

Review the last session, which covered the topic of "Say It"

What not to say: What to say:
I don't know Let me find out
We can't do that I'm glad you brought that to my attention
You'll have to... Here's how I can help you with that...
Hang on a second, I'll be right back Let me take your name & Number and I will call you back (make sure you call them back)
"No" in the beginning of a sentence Yes, and listen

When we use Customer Care we are bringing more students to EFC.

The students will in return:

  1. Give Referrals
  2. Give Positive Feedback
  3. Will be happy and satisfied
  4. Students will be encouraged through education
  5. Share their stories.

Another thought or two...
You are never too old to learn
People hold on to negative experiences.

Be careful how you use body language
Your humor may not be the same as your client's; check it out
Teach customer care to your clients through modeling it yourself

Chart paper responses to the task assigned...

What areas of growth did the salesperson in the video need to address? What five items need to be taught to the customer.

Team one
Tone of voice
Body Language
Terminology
Patience
Time

Team two
Taught a more friendly approach by apologizing for his mistake
Could have had better body language — no eye-rolling
Should not have stooped to her level
Could have volunteered to find the part even though his store did not carry it. Going the extra mile.
Salesman and customer need each other.

Team Three
Body language — be aware
Facial expression — not to be so negative
He was adding fire by letting her speak — don't touch
Offering assistance/offer more assistance
Be more cheerful

Team Four
Don't react. Don't take it personally
Choose words/body language that is disarming
Listen and let them finish
Go the extra mile regardless of their attitude
Percieve the situation from their perspective (Put yourself in their shoes, or try)

 

 

 

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