Super Service: Seven Keys to Delivering Great Customer Service Discussion Guide

BROOKHAVEN • CEDAR VALLEY • EASTFIELD • EL CENTRO • MOUNTAIN VIEW NORTH LAKE • RICHLAND • DALLAS COLLEGES ONLINE

SMART STARTS HERE.

Super Service: Seven Keys to Delivering Great Customer Service Discussion Guide

Introduction and Chapter 1 — The Heart of the Matter Key Idea Your thoughts and attitude play a major role in your customer service interactions.

Discussion Questions Who benefits the most when you provide customer service? You? Or the customer? (Refer to page 2, 33.) What is the difference between the animal brain and the human brain? What emotions originate in the animal brain? What emotions originate in the human brain? What brain do you need to operate from in order to provide excellent customer service? (pages 12-16) How can you strengthen your human brain? (see page 19) • Use affirmations. • Keep a gratitude journal. • Sing in the shower. • Smile often. • Facilitate a positive environment. • Accept yourself and others. • Practice being patient. • List the positive actions you want to achieve each day. How can you revitalize your energy? (Ask for feedback, then compare with the ideas on page 23) What is the cost of losing a customer? (Refer to statistics on page 25) What are ways to create dissatisfied customers? 2

What are ways we can gauge our customers’ satisfaction? Internal customers are often unable to take their business elsewhere. What happens when we provide poor service to internal customers?

Activities How do you feel about your customers (pages 31-32)? Complete quiz and discuss statements 1-8 on page 32. Who are our internal customers? How do our jobs affect theirs? (see exercise on page 35)

Super Service: Seven Keys to Delivering Great Customer Service Discussion Guide

Chapter 2 — Serving Up Your Best Chapter 3 — Customer Service Key 1: (Even When You Are Feeling Your Worst) The Right Attitude Key Idea

Key Idea

We all have life “baggage.” But, we must check it at the office door. Otherwise, we won’t be able to accommodate our customers’ “emotional baggage.” Checking our baggage can be a challenge when we are not feeling our best.

Having the right attitude is the first of seven keys to providing excellent customer service. Customers’ perception of and opinions about the colleges of DCCCD are formed by their interactions with employees, who are projecting either a positive, negative or neutral attitude.

Discussion Questions 1. Each day, you make hundreds of small choices about where to focus your attention. Are you choosing to focus on the “bad” things that happen? Or the “good?” What are the likely consequences of focusing on the “bad” things? What are the likely consequences of focusing on the “good” things? (We tend to notice more of the things we focus on. If we actively look for the good in people and situations, we’ll see more good in the world.) 2. What are some ways to be in control of your attitude? (Examples: Fake it until you make it; Use deep breathing to release anger; Use affirmations in the morning to start your day out right; Eat healthy food; Exercise; Get enough rest; Help someone who is less fortunate.) 3. What does unconditional acceptance of people who are unlike ourselves have to do with customer service? (see pages 43-44) In the LEARN Conflict Resolution Model (see Attachment 1), Acknowledge and Respond are key steps to super service. This requires taking responsibility and action. Read and discuss pages 46-47.

Discussion Questions 1. As a customer, which type of attitude do you prefer when dealing with an employee? 2. Is a neutral attitude “good enough?” Do our customers have a right to expect more? 3. Have you ever been out shopping and had an employee act as if he/she was too busy to help you? How did it make you feel? If the feeling was negative, what could he/she have done instead to make you feel good about the experience? 4. Do we sometimes have unrealistic expectations of our customers? What are some examples of those unrealistic expectations? (They should know our policies/procedures; they should be polite and respectful when they are upset; they should do things the way we want them to) 5. How do unrealistic outcomes affect our emotions? (If we expect our customers to behave in a certain way and they don’t, are we more likely to become disappointed or angry? If we expect that our customers need our help to have a good experience, are we more likely to feel good when they need our help?) 6. Think about someone in your life who is a role model for having a good attitude. What characteristics do they exhibit? (See the Check-In exercise on page 60)

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Super Service: Seven Keys to Delivering Great Customer Service Discussion Guide

Chapter 4 — Customer Service Key 2: Understand the Customer’s Needs

Chapter 5 — Customer Service Key 3: Communicate Clearly

Key Idea

Key Ideas

To understand the customer’s needs, we have to completely rid our mind of what we think he/ she wants and really listen.

Using clear and simple language when working with our customers reduces miscommunication and confusion. Whether communicating processes and procedures to employees in other departments or with students, we can improve our interaction by delivering a consistent and clear message to common questions or issues. Using jargon with customers will often leave them scratching their heads; therefore, we use customer-friendly terminology when discussing such items as a form or process.

Discussion Questions 1. Who is affected by bad customer service interactions? (Everyone who is present: customer, the customer service rep, bystanders) 2. How is the customer service provider affected by a bad customer service interaction? (angry, upset, feels bad) 3. Research indicates that “Five minutes of strong negative emotions, such as anger, will knock out the immune system for six hours. Therefore, 20 minutes of strong negative emotions will suppress the immune system for one entire day.” What happens when your immune system is suppressed? (It’s easier to get sick.) 4. As a customer service provider, it is in your best interest to learn ways to avoid or quickly release strong negative emotions. Ask yourself, “Is this worth shutting down my immune system?” 5. What are some of the difficulties of listening with an open mind? (We think we already know what the other person is going to say; we want to hurry up and solve the problem for them; we aren’t interested; we’re distracted; etc.) In the LEARN Conflict Resolution Model (see Best Practice guide), the L in LEARN is for listen. Understanding a customer’s needs begins here at this step. Through engaging in active learning techniques, we can better target what our customer needs are.

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Discussion Questions 1. How does repeating a customer’s exact words help resolve a situation? (The customer feels like you truly understand what he/she is saying, which builds rapport and trust.) 2. What does KISS stand for? (Keep It Simple and Sincere – Be clear; stick to the point; be honest.) 3. What are some phrases to avoid using and why? (see page 84 - I’ll be honest with you; I can’t; I’ll let you know.) 4. What jargon frequently is used in your department? List alternate names or ways of explaining each term to customers.

Activity Complete the “Check In” exercise on page 89.

Super Service: Seven Keys to Delivering Great Customer Service Discussion Guide

Chapter 6 — Customer Service Key 4: Reach Agreement

Chapter 7 — Customer Service Key 5: Check Understanding

Key Ideas

Key Ideas

Reaching agreement is closely related to the “R” in DCCCD’s LEARN model. Customers will respond positively when you have an attitude that says, “I will help you resolve this situation.” There are many tools we can use to help us reach agreement with our customers, but the most important is our attitude. Super service is about seeking harmony and balance. Reaching agreement is not a battle for power.

When you check understanding with your customers, you give them an opportunity to confirm that your solution meets their needs. It does not mean restating the problem. It means restating the steps of the solution in terms of cost, time and service steps.

Discussion Questions 1. How do we seek win-win solutions? (Listen; Suspend judgments; Treat customers as we would good friends or relatives) 2. What is the authors’ definition of creativity? (Being open to new ideas) 3. How does creativity help us provide super service? (Allows us to be open to new ideas that may help us resolve a customer’s issue.) Sometimes customers will suggest a solution to a challenge, and you are not able to do what they propose. What do the authors mean when they say “The best proposal is the one that keeps both parties in business?” (Sometimes we can’t accommodate customers’ requests. There might be legal, moral, financial or regulatory restrictions keeping us from doing what they ask. That’s why it is important to explain to the customer the reason you are not able to act on their suggestion.) What parts of the “R” in DCCCD’s LEARN model relate to reaching agreement? (See Attachment 1 - highlighted in yellow below)

Discussion Questions 1. The authors state that “The energy you send out is like a magnet. It attracts and draws the same kind of energy back to you.” (Ask employees to remember examples of when their happy/ positive attitude “rubbed off” on someone else. How did it feel when that happened?) 2. What do customers need to understand? (Time – How long will it take?; Target – What will the outcome look like?; Budget – How much will it cost?; Benefit – Why does this need to be done?) 3. Describe the four stages of changing an undesirable Standard Operating Procedure (or bad habit)? (Awareness, Awkwardness, Skill, Habit) 4. How do you manage customer expectations in your position?

Activity Ask the employees individually to list at least four ways that they help “equip students for successful living and responsible citizenship in a rapidly changing local, national and world community.” (Note: this is part of DCCCD’s mission. The goal is to get every employee, regardless of their position, to connect their job responsibilities to our students’ ultimate success.)

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Super Service: Seven Keys to Delivering Great Customer Service Discussion Guide

Chapter 8 — Customer Service Key 6: Take Action

Chapter 9 — Customer Service Key 7: Build on Satisfaction

Key Idea

Key Idea

Your customers want you to take action on their behalf. They come to you because they have nowhere else to go. If they could solve the problem themselves, they would. But they need our help. When their issues are resolved, both the customer and the service provider feel satisfaction.

Provide added value to your customers by going the extra mile or beyond the call of duty.

Discussion Questions 1. What is the IKTA Disease? What are the symptoms? How does this relate to customer service? (I Know That Already; boredom or seeing only what you are looking for; IKTA is a barrier to active listening, and keeps us from learning what the customer needs/wants.) 2. What do the authors mean in the following paragraph — Your words are like seeds; they scatter and fall all over your world. People hear them and learn what kind of person you are. Change your words and you will change your life. 3. Discuss the benefits to customer of each of the six “Take Action” recommendations on page 123. 4. In your personal life, when doing business with a company, have you ever had one employee talk negatively about another employee or department? How did it make you feel? 5. What is customer service follow up? What guidelines do the authors recommend? (page 125)

Activity Have employees add their personal action steps to the Check-In list.

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Discussion Questions 1. What are the customer service practices that you currently use that work especially well? How can you build on them?

Activities What are your top ten personal values? Review the list. Which of them are reflected in your job? Complete the Check-In on page 137.

Super Service: Seven Keys to Delivering Great Customer Service Discussion Guide

Chapter 10 – How to Handle an Unhappy Chapter 11 – Selling Skills Customer Key Idea

Key Idea It doesn’t matter if customers are right or wrong. They need to air their complaints before you can resolve their issues.

Discussion Questions 1. What are some things you can do to defuse an unhappy customer? (See page 153) 2. When a customer is venting, what shouldn’t you do? (See page 153) 3. If you cannot defuse a customer, or if you are frightened by a customer’s behavior, what should you do? (Get your supervisor involved; call security.)

This chapter is about selling skills. “Up-selling” is not really applicable in our environment. However, providing customers with additional service or information that they don’t know about or haven’t asked for is a good practice.

Discussion Questions 1. The authors state that one of the key components of selling is to have great energy. Do you think having great energy helps in your position? If yes, how? 2. What does having good energy look like? (See the four main points at the bottom of page 167)

Activity Review the DCCCD’s LEARN model for resolving customer issues.

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Super Service: Seven Keys to Delivering Great Customer Service Discussion Guide

Chapter 12 – Telephone Skills Key Idea Every time your telephone rings, think of it as your paycheck calling. Treat each student/customer as if your paycheck depended upon the successful outcome of the call.

Chapter 13 – How to Avoid Stress and Burnout Key Idea Foresee stressful situations and take care of them before they arise. Then reward yourself for doing a good job.

Discussion Questions

Discussion Questions

1. Why is it important to breathe deeply before answering the telephone? (see page 172-173)

1. What can you do to relax if you’ve become tense, frustrated or stressed out? (Discuss the following options on pages 185-192: Breathe deeply, consciously relax tensed muscles, focus, meditate, visualize, positive affirmations)

2. What other educational options do our students have? (other colleges/universities; free online education such as Coursera, Khan Academy, Udacity; give up on higher education completely) 3. What four factors determine how your voice sounds? (see page 176) 4. Does your department have a Redline? If not, would you like to develop one? (see page 181)

Activity Develop an outline that includes the types of information/resources that should be available in your department’s Redline. Share it with others to get their ideas/feedback. Then publish it on your teamsite in myPortal so that others can refer to it as needed to get answers.

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2. Discuss the high wire/forest fire analogy on page 192. Do you ever give away your personal power to other people by taking things personally and letting their rude/inappropriate behavior affect your mood? What happens when you do? 3. What does Mary (see page 194) do to avoid stress and burnout?

Activity Complete the Check-In on page 197.