Service+Best+Information




 * The Units we are going to be cover during this section of CWEX are: **
 * Giving your Best Service
 * Service Recovery and Communication
 * Service Best Attitude
 * Service Professionals Do

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 * Goal at the end of our Service Best time: **
 * To understand the thoughts of industry owners/managers, industry employees, and the general public.
 * To provided "excellent" service to our customers and employers


 * __Unit 1 Giving Your Service Best-[[file:Unit 1 Service Best Participant Manual.pdf]] __**
 * //Critical Points to Understand //**
 * Perception is all there is!
 * Everyone has a customer- even if you don't see the customer
 * Internal customers are the people who recieve the output of your work so they can do their jobs.
 * The total product concept and the importance of exceeding expectations or "WOWing" customers.
 * Moments of truth and the importance of creating positive impressions
 * Exceeding Expectations in customer service
 * <span style="font-family: Arial,Helvetica,sans-serif; font-size: 130%;">Proactive L.E.A.R.N. How to WOW a customer

<span style="color: #11075f; font-family: Arial,Helvetica,sans-serif; font-size: 130%; line-height: 1.5;">Is based on positive attitudes and the belief that each one of us can make a difference to the customer's experience.
 * <span style="color: #11075f; font-family: Arial,Helvetica,sans-serif; font-size: 130%; line-height: 1.5;">Service Best Philosophy **







**<span style="font-family: Arial,Helvetica,sans-serif; font-size: 130%;">What is your Attitude Towards Service? ** media type="custom" key="25229250"
 * Customer Service Lessons from "Taxi Terry" ** <span style="font-family: Arial,Helvetica,sans-serif;"> media type="custom" key="25229400"
 * <span style="color: #11075f; font-family: Arial,Helvetica,sans-serif; font-size: 130%;">LISTEN **
 * <span style="color: #11075f; font-family: Arial,Helvetica,sans-serif; font-size: 130%;">Greet the customer to create a positive first impression
 * <span style="color: #11075f; font-family: Arial,Helvetica,sans-serif; font-size: 130%;">Listen to the customer in order it id what product or service are they interested in
 * <span style="color: #11075f; font-family: Arial,Helvetica,sans-serif; font-size: 130%;">ASK **
 * <span style="color: #11075f; font-family: Arial,Helvetica,sans-serif; font-size: 130%;">What do you do to listen to customers?
 * <span style="color: #11075f; font-family: Arial,Helvetica,sans-serif; font-size: 130%;">Expectations **
 * <span style="color: #11075f; font-family: Arial,Helvetica,sans-serif; font-size: 130%;">Determine what the customer expects from your product or sevice
 * <span style="color: #11075f; font-family: Arial,Helvetica,sans-serif; font-size: 130%;">ASK **
 * <span style="color: #11075f; font-family: Arial,Helvetica,sans-serif; font-size: 130%;">Reinforce that you can provide your best service
 * <span style="color: #11075f; font-family: Arial,Helvetica,sans-serif; font-size: 130%;">ASK **
 * <span style="color: #11075f; font-family: Arial,Helvetica,sans-serif; font-size: 130%;">Always ask for clarification from the customer
 * <span style="color: #11075f; font-family: Arial,Helvetica,sans-serif; font-size: 130%;">Is there an opportunity to exceed the customer's expectations

media type="custom" key="25229324" **__<span style="color: #11075f; font-family: Arial,Helvetica,sans-serif; font-size: 130%;">Unit 2 - Service Recovery and Communication- __** **//<span style="color: #11075f; font-family: Arial,Helvetica,sans-serif; font-size: 130%;">Critical Points to Understand //**
 * <span style="color: #11075f; font-family: Arial,Helvetica,sans-serif; font-size: 130%;"> The Story of Johnny the Bagger **
 * <span style="font-family: Arial,Helvetica,sans-serif; font-size: 130%;">Most customers do not complain - instead of complaining they go somewhere else
 * <span style="font-family: Arial,Helvetica,sans-serif; font-size: 130%;">Understanding what turns customers off is key to being a successful employee
 * <span style="font-family: Arial,Helvetica,sans-serif; font-size: 130%;">Customer feedback should be encouraged because most people will continue to do business with you if their complaints are handled effectively
 * <span style="font-family: Arial,Helvetica,sans-serif; font-size: 130%;">The Service Recovery Cycle - reactive L.E.A.R.N. is a problem solving approach for resolving difficult situations.
 * <span style="font-family: Arial,Helvetica,sans-serif; font-size: 130%;">The critical communication skills of active listening, empathy and questioning benefit participants professionally and personally

<span style="font-family: Arial,Helvetica,sans-serif; font-size: 130%;">**1. When were you unhappy with customer service?** **List the 5 things that bugs you the most with bad service.**


 * <span style="font-family: Arial,Helvetica,sans-serif; font-size: 130%;">2. Did you complain about the service received? How did you do it? How was it received? **


 * <span style="font-family: Arial,Helvetica,sans-serif; font-size: 130%;">3. As an employee it is essential to have an understanding of your product and the service to fully understand why you have a dissatisfied customer and how you can prevent this situation from happening again. **

//**<span style="font-family: Arial,Helvetica,sans-serif; font-size: 130%;">Why don't dissatisfied customers complain? **//
 * <span style="font-family: Arial,Helvetica,sans-serif; font-size: 130%;">perception that it takes too much time, effort and trouble
 * <span style="font-family: Arial,Helvetica,sans-serif; font-size: 130%;">don't know who to complain to
 * <span style="font-family: Arial,Helvetica,sans-serif; font-size: 130%;">don't know how to complain
 * <span style="font-family: Arial,Helvetica,sans-serif; font-size: 130%;">perception that complaint won't be listened to and acted upon
 * <span style="font-family: Arial,Helvetica,sans-serif; font-size: 130%;">low expectations
 * <span style="font-family: Arial,Helvetica,sans-serif; font-size: 130%;">can easily transfer their business elsewhere


 * <span style="font-family: Arial,Helvetica,sans-serif; font-size: 130%;"> Customers can do much worse... NOT COME BACK AS A CUSTOMER **

//**<span style="font-family: Arial,Helvetica,sans-serif; font-size: 130%;"> The Turnoff **// <span style="color: #11075f; font-family: Arial,Helvetica,sans-serif;">

<span style="color: #11075f; font-family: Arial,Helvetica,sans-serif;"> <span style="color: #11075f; font-family: Arial,Helvetica,sans-serif; font-size: 130%; line-height: 19.200000762939453px;">How do you handle [|difficult situations]?
 * <span style="color: #11075f; font-family: Arial,Helvetica,sans-serif; font-size: 130%;">What is the positive side of complaints? **

<span style="color: #11075f; font-family: Arial,Helvetica,sans-serif; line-height: 19.200000762939453px;">media type="custom" key="25229958" media type="custom" key="25229966" <span style="font-family: Arial,Helvetica,sans-serif; font-size: 130%; line-height: 1.5;">How to get angry customers to back down? media type="custom" key="25230004"




 * <span style="font-family: Arial,Helvetica,sans-serif; font-size: 130%;">Textbook Breakdown of How People //Interpret True Meaning// **
 * <span style="font-family: Arial,Helvetica,sans-serif; font-size: 130%;">7% Words
 * <span style="font-family: Arial,Helvetica,sans-serif; font-size: 130%;">38% Tone
 * <span style="font-family: Arial,Helvetica,sans-serif; font-size: 130%;">55% Body Language
 * <span style="font-family: Arial,Helvetica,sans-serif; font-size: 130%;">Active Listening Techniques **
 * <span style="font-family: Arial,Helvetica,sans-serif; font-size: 130%;">Paraphrase
 * <span style="font-family: Arial,Helvetica,sans-serif; font-size: 130%;">Clarify
 * <span style="font-family: Arial,Helvetica,sans-serif; font-size: 130%;">Confirm

//**<span style="font-family: Arial,Helvetica,sans-serif; font-size: 130%;">Empathy Example **//

__**<span style="font-family: Arial,Helvetica,sans-serif; font-size: 130%;">Service Recovery **__ media type="custom" key="25230098" media type="custom" key="25230118" **__<span style="font-family: Arial,Helvetica,sans-serif; font-size: 130%;">Unit 3 Service Best Attitude- __**
 * //<span style="font-family: Arial,Helvetica,sans-serif; font-size: 130%;">Critical Points to Understand //**
 * <span style="font-family: Arial,Helvetica,sans-serif; font-size: 130%;">Communication breaks down when barriers or interference occur during transmission and feedback. These barriers come from our values, attitudes and beliefs - which act as filters.
 * <span style="font-family: Arial,Helvetica,sans-serif; font-size: 130%;">Hot buttons come from values and attitudes. We can prevent values and attitudes from getting in the way by being aware of our "filters", taking responsibility for our own behaviour and remembering that what you give is what you get
 * <span style="font-family: Arial,Helvetica,sans-serif; font-size: 130%;">The starting point to acquire a positive attitude is to be aware of your "hot buttons" and to manage them so they don't interfere with the way you communicate with customers and co-workers
 * <span style="font-family: Arial,Helvetica,sans-serif; font-size: 130%;">People who have a positive attitude think internally . They believe they have control over solving their problems and lives. They make a conscious decision to have a positive outlook.
 * <span style="font-family: Arial,Helvetica,sans-serif; font-size: 130%;">It is important to use specific techniques to maintain your positive attitude (short term and long term)

<span style="font-family: Arial,Helvetica,sans-serif; font-size: 130%;">It is WAY easier to exceed customer's expectations vs. recovering from difficult situations.

<span style="font-family: Arial,Helvetica,sans-serif; font-size: 130%;">Service Best Philosophy - "Service Best is based on positive attitudes and the belief that each of us can and must make a difference to the customer's experience."

<span style="font-family: Arial,Helvetica,sans-serif; font-size: 130%;">What does a [|positive attitude] look like? <span style="font-family: Arial,Helvetica,sans-serif; font-size: 130%;">media type="custom" key="25237090" media type="custom" key="25237112"

//**<span style="font-family: Arial,Helvetica,sans-serif; font-size: 130%;">Communication Barriers - **//

<span style="font-family: Arial,Helvetica,sans-serif; font-size: 130%;">[|Guide to Effective Communication] Is always a positive way to think how you and others are communicating.



<span style="font-family: Arial,Helvetica,sans-serif;"> **Communication** begins with an idea or message that is transmitted in some way from a sender to receiver. The goal of effective communication is mutual understanding.

<span style="font-family: Arial,Helvetica,sans-serif; font-size: 130%;">**Communication STARTS** with [|Active Listening]

<span style="font-family: Arial,Helvetica,sans-serif; font-size: 130%;">What can be some communication barriers? First of all, what is a barrier?
 * [[image:Communications Barrier Example.jpg]] || [[image:Communications Barrier Example 2.jpg]] ||
 * [[image:Communications Barrier Example 3.jpg width="360" height="238"]] || [[image:communications Barrier Example 4.jpg width="420" height="176"]] ||

<span style="font-family: Arial,Helvetica,sans-serif; font-size: 130%;">[|Barriers of Effective Communication]




 * Brick Walls of Communication**
 * jumping to conclusion
 * inattentiveness
 * emotions clouding or judgement
 * assumptions

What could be **Hot Buttons**? Discuss how each person could be a hot button.
 * kids on cell phones
 * impatient people
 * English as a second language
 * angry individual
 * senior citizen
 * parent with crying baby
 * traveler
 * telemarketer


 * Stress** - media type="custom" key="25239144"




 * Job realities** that might prevent you from having a positive attitude
 * pay
 * rotten hours, long hours
 * fatigue
 * irritating customers
 * uncooperative boss/co-workers
 * unorganized systems or procedures
 * lack of training
 * no recognition
 * lack of authority to make decisions

Maintaining a [|Positive Attitude]

How can you maintain a positive attitude with your customers? Co-workers? Supervisors?

Positive Attitude Strategies
 * take time - go for a walk or take a few min
 * put things into perspective - everyone has a story remember that
 * ask for help when needed - not asking makes you look foolish
 * have a sense of humour
 * avoid complainers
 * associate with positive people
 * take time to celebrate the good things
 * read positive quotes to refocus you
 * watch something that makes you laugh or reminds you of the good

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 * Reflection Time** - When did you have a positive experience in a store? What made it positive? When did you have a positive experience at Peacock? Why?

__**Unit 4 - Service Professional Do-**__

//**Critical Points to Understand**// Three key points to create a positive experience for your customers Take Pride in what you do!
 * 1) maintain a positive attitude
 * 2) practice good customer service skills
 * 3) have the knowledge and information to meet your customers needs




 * As Service Professionals we....**
 * know about our product
 * know about service
 * know how to handle customer questions (good or bad)


 * 5 GREAT Questions You Should Ask Your Customers**


 * One Last Look - [[file:One Last Look Service Best Participant Manual.pdf]]**