Customer Service Presentation to INA - October 2016
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Title: Empathy, Efficiency, and other Effective Means of Teaching Customer Service Objective: The learner will utilize the four steps of effective communication (know yourself, your audience, your message, and your means to reach the audience) and customize lesson plans that promote the best practices of customer service.
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Customer Service Presentation to INA - October 2016
- 1. EMPATHY, EFFICIENCY,AND OTHER EFFECTIVE MEANS ofTeaching Customer Service Karen Campbell, Peace CorpsVolunteer
- 3. Read the quotes (posted in the room). Stand by the one that captures your attention. Discuss with those standing near you.
- 4. Perspectiv e
- 13. Know yourself Know your audience Know your message Know your means/manner
- 14. Objectives KnowYourself KnowYour Audience KnowYour Message KnowYour Means/Manner 30 years experience in communications – writing, training Currently volunteering in Costa Rica on English curriculum reform Proponent of student centered, action-oriented, experiential learning INA Task based Real life Interested in additional ideas for teaching Customer Service Assumption –You already know how to Google so you want something more! Customer Service Culture Perspective Empathy Videos Simulations Systems tools Scaffolding
- 15. Learn language, not about the language Meaningful target language use Real life situations Communicative Functions Authentic material Four skillsPair/group workTask-based Linguistic + general competencies Key role of positive assessment Communicative activities* Strategic/ process oriented Learner’s responsibility/ autonomy Intercultural awarenessPlurilingualism From communicative …. To action- oriented Mission/Vision/Values
- 16. WOMAN WAH! + 2 Karen Campbell Small town girl A+ “Howdy Y’all!” EXTROVERT Kinesthetic Learner Faith-filled amazement Boomer/Buster Mission/Vision/Values
- 18. Social/economic/ experience What Makes You You Birth Order Personality Type and Temperament Learning Style Phase of Life Spiritual Development Culture Gender Generational Concerns Education Mission/Vision/Values
- 21. Mental Model The images, assumptions and stories we use to interpret our world and guide our actions Mission/Vision/Values
- 23. Events Actions we take Trends we measure Trends Systemic Structures Patterns we follow Mental Models Assumptions we make Systems Thinking Mission/Vision/Values
- 26. Events Trends Systemic Structures Mental Models High Leverage - Short term Systems Thinking High Leverage - Long term Mission/Vision/Values Empathy Efficiency Customer Supervisor/boss Service
- 27. As you listen… Empathy fuels ___________ 1. ____________ taking 2. Staying out of ______________ 3. Recognizing ____________ in other people 4. ________________ (that you recognize emotion) Vocabulary: Sacred space Overwhelmed Vulnerable choice At least Silver lining “Rarely can a response make something better; what makes something better is ____________.” connection Perspective judgement emotion Communicating connection
- 28. Know yourself Know your audience Know your message Know your means/manner
- 29. Cross Cultural Communication: A simulation exercise 1. Form a small group 2. Determine name and selected aspects of your culture (next slide) 3. Enter ourWorld Market and prepare to sell or buy a product 4. Debrief CulturalAwareness
- 30. ___(Name of culture)___ Greeting & leave taking Values Gift giving Acts of respect Acts of offense Conducting a transaction Quickly bow 3 times directly in front of person (greeting and leave taking) Age and experience Purpose in one’s life Pleasure Place in hands of oldest person in room who gives to recipient Excitedly unwrap in front of giver Look people directly in the eye as you begin each conversation with “Thank you for taking time to speak with me” Not looking people in the eye Not smiling When selling you must suggest one way to ENJOY item first, then go with highest price and haggle When buying you must NOT accept first offer and must say how you will enjoy it CulturalAwareness
- 31. Cross Cultural Communication: Debriefing a Simulation Exercise 1. What did you do? (list actions only, not meaning or feelings) 2. What did you think? 3. What did you feel? 4. What is your takeaway? CulturalAwareness
- 32. Know yourself Know your audience Know your message Know your means/manner
- 33. 10 Commandments of Customer Service Create the kind of visual impact that will help us remember these “commandments.” Use only what you have in the room to visually represent your commandment. (Your voices, bodies, items from your purse or backpack, etc.) You have 5 minutes to plan your 30 second presentation.
- 34. 10 Commandments of Customer Service 1. Be a Good Listener 2. Identify andAnticipate Needs 3. Make Customers Feel Important andAppreciated 4. Body Language Is Key 5. Understanding Is Crucial 6. Appreciate the Power of "Yes" 7. Know How to Apologize 8. Give MoreThan Expected 9. Get Regular Feedback 10.Treat EmployeesWell SOURCE: https://www.thebalance.
- 35. factors contributing to issue factors to which the issue contributes SystemsTool The Bridge Diagram Issue or Problem ___________ ___________ ___________ ___________ Analysis
- 36. factors contributing to issue factors to which the issue contributes SystemsTool The Bridge Diagram Customer Service ___________ ___________ ___________ ___________ Analysis
- 39. ? ? ? ? ? The Five Why’s Identify a problem. Ask “Why?” and record one response. Ask “Why? regarding that response. Record new response. Ask “Why?.” Record. Ask “Why?.” Record. Ask “Why?.” Record. Analysis
- 40. Going Deeper . . . Why? 1. _________________ 2. _________________ 3. _________________ 4. _________________ 5. _________________. Why? 1. _____________________ 2. _____________________ 3. _____________________ 4. _____________________ 5. ------------------------------------ Why? 1. _____________________ 2. _____________________ 3. _____________________ 4. _____________________ 5. _____________________ Why? 1. _____________________ 2. _____________________ 3. _____________________ 4. _____________________ 5. _____________________ Why? 1. _____________________ 2. _____________________ 3. _____________________ 4. _____________________ 5. _____________________ Why? 1. 2. 3. 4. 5. Why? 1. 2. 3. 4. 5. Why? 1. 2. 3. 4. 5. Why? 1. 2. 3. 4. 5. Why? 1. 2. 3. 4. 5. Why? 1. 2. 3. 4. 5. 1 2 3 4 5 Analysis Why? 1. 2. 3. 4. 5. Why? 1. _____________________ 2. _____________________ 3. _____________________ 4. _____________________ 5. _____________________
- 41. I am overweight I eat too much I exercise too little I don’t have time I’m a “stress” eater I don’t know how much “too” much is I can’t waste any food I like good food Food is a social thing for me Every day becomes the “other day” I work until it’s too late to do anything I get bored doing the same thing I only know a few things to do I don’t manage my time well There’s too many demands on my time I think I will eventually get around to it Being “attractive” is less important than . . . It’s one thing I can “control” during crazy times I find comfort in food Food is always around when I take a break It’s the way I’ve always been
- 42. I don’t know how much too much is I can’t waste any food I like good food Food is a social thing for me I need to learn more about a proper diet I think cleaning your plate is the objective It’s too complicated to have to keep up with it Too many diets, too many options Childhood memories People somewhere are starving Someone put a lot of effort into it It’s rude Food is an adventure Good restaurants are everywhere Especially when someone else makes it Eating is a social activity/event Seems like other “group” activities are limited When people gather, food is there Food is an easy gift choice Most of my friends are overweight too
- 44. Going Deeper . . . Why? 1. _________________ 2. _________________ 3. _________________ 4. _________________ 5. _________________. Why? 1. _____________________ 2. _____________________ 3. _____________________ 4. _____________________ 5. ------------------------------------ Why? 1. _____________________ 2. _____________________ 3. _____________________ 4. _____________________ 5. _____________________ Why? 1. _____________________ 2. _____________________ 3. _____________________ 4. _____________________ 5. _____________________ Why? 1. _____________________ 2. _____________________ 3. _____________________ 4. _____________________ 5. _____________________ Why? 1. 2. 3. 4. 5. Why? 1. 2. 3. 4. 5. Why? 1. 2. 3. 4. 5. Why? 1. 2. 3. 4. 5. Why? 1. 2. 3. 4. 5. Why? 1. 2. 3. 4. 5. 1 2 3 4 5 Analysis Why? 1. 2. 3. 4. 5. Why? 1. _____________________ 2. _____________________ 3. _____________________ 4. _____________________ 5. _____________________
- 45. Know yourself Know your audience Know your message Know your means/manner
- 46. Statistically Speaking … ■ Find 3-4 people with a different statistic than you. ■ Read the statistics. ■ Discuss what the statistics suggest about Customer Service Best Practices and ReachingCustomers through the Best Channels. BestPractices/Channels
- 47. Casual Business Could you give me your cell phone number? Could you provide us with a copy of the sales report? Did you get the message I sent you yesterday? Did you receive the customer complaint form? I’m sorry but I can’t come to your brother’s wedding. I’m sorry but I can’t attend this week’s meeting. I need you to help John with his homework. I need you to assist the customer with his laptop. It’s better to book your train tickets early during the holiday season. It’s better to reserve your seat for the seminar as soon as possible. When are you going to answer my email? When will you reply to my email? You may choose the color you like. You may select the sample reports to print. Meaningful Match Up SpeakingProfessionally
- 48. Casual Business Can you tell me about the book you’ve just read? Please explain these sales figures (to me). I need to hand in my English writing assignment. I need to submit my weekly report to the finance office. You should say sorry for making her worry. We should apologize for making the customer wait. Let’s talk about how to solve this math problem. Let’s discuss what information to put in this report. We’re working hard to get ready for our class presentation. We’ve been working late to prepare for our sales launch. Please make sure you follow the recipe I gave you. Please ensure you follow my instructions carefully. I tried to get in touch with you about the Christmas party. I tried to contact you about next week’s sales meeting. I will let you know later if I can meet you for lunch. Later I will inform you which reports I need. SpeakingProfessionally
- 51. CustomerServiceScenario KnowYourself KnowYour Audience KnowYour Message KnowYour Means/Manner A large online provider of books, movies, games Young adults in new jobs We have all the young, new professional wants or needs Social media
- 53. Other “empathy” resources “The Present” – animated short film by Jacob Frey Get Service – short video Greater Good empathy quizzes Bright Side • Father and son story using written text and video • Tips for living a full life Humans of NewYork Mighty Girl
- 54. EMPATHY, EFFICIENCY,AND OTHER EFFECTIVE MEANS ofTeaching Customer Service Karen Campbell, Peace CorpsVolunteer kccomm@Hotmail.com www.slideshare.net