LATA Common Sense Service Notes
Thank you for attending today's LATA program by customer service speaker Teresa Allen.
I hope today's program helps to build your success. I have included a summary of the information provided below.
May I ask you a favor? I am currently ranked #1 on GlobalGurus.org list of the world's top service experts and in the Top 25 Speakers in the U.S. on Speaking.com Could you take a moment to click on the links below to vote for me for 2018 rankings? Thank you!!!
GlobalGurus VOTE for TERESA HERE (you will have to login with Twitter or Facebook - this is a SAFE link!)
Speaking.com VOTE for TERESA HERE
Common Sense Service Step 1
Build Trust through The Face and The Voice of Your Service
In Person Encounter Telephone Encounter
Body Language 75% 0%
Tone of Voice 20% 80%
Words 5% 20%
What is your method for gathering ideas and service impressions from your front line?
Common Sense Service Step 2
Adjust to Varied Customer/Client Personalities
Mrs. Sweet Ms. Analytical
Mr. Connected General Patton
Can you think of other personalities encountered by your staff? What do they want/need from you?
Notes on Dimension Research Study: (www.dimensionalresearch.com)
What consumers say makes an experience GOOD:
Problem resolved quickly
Person who helped me was nice
Problem resolved in one interaction
Outcome was what I originally hoped for
What consumers say makes an experience BAD:
I had to explain my issue to multiple people
he person I dealt with was rude
It took too long to resolve the issue
roblem was NOT resolved
Institutional Complaint: Front Line Rep has no control over outcome - Not personnel or transaction related
Train staff how to respond to Institutional Complaints:
Listen with concern
Tell customer you will pass concern to management
Show empathy
Have procedures in place to receive and act on institutional complaints
How many people could YOU tell about a bad experience? How?
Common Sense Service Step 3
Mentor and Train Excellent Service
Customer Service Training Success Equations:
Training Only = Limited Results
Training X Measurement = Short Term Results
Training X Measurement X Reward = LONG term results
What are your plans to enhance the service skills of your staff in 2018?
Common Sense Service Step 4
Be Like Frank… Build a Relationship Though Every Close Encounter!
What is a close encounter when YOU were the customer that you have learned from?
What is the potential positive or negative spin that could result from any encounter with your staff?
Tax Administrators: Many of your customers are small businesses. What are you doing to make sure that staff knows the pride of ownership in small business and the struggles associated with ownership. Make sure on the 'slow days' that staff takes time to show interest in the nature of the small business and its customers in order to build a relationship!
(The material shown above is for use of LATA meeting attendees and their staff only - any other use is violation of copyright)
Please visit the Programs page for more information on Teresa's programs and to connect via social media!
Mention LATA17 to receive $500 off a 2018 program and to receive a 25% discount on any book or CD order! Call 800-797-1580 to speak to Teresa about your upcoming meeting or book/CD order!
I hope today's program helps to build your success. I have included a summary of the information provided below.
May I ask you a favor? I am currently ranked #1 on GlobalGurus.org list of the world's top service experts and in the Top 25 Speakers in the U.S. on Speaking.com Could you take a moment to click on the links below to vote for me for 2018 rankings? Thank you!!!
GlobalGurus VOTE for TERESA HERE (you will have to login with Twitter or Facebook - this is a SAFE link!)
Speaking.com VOTE for TERESA HERE
Common Sense Service Step 1
Build Trust through The Face and The Voice of Your Service
In Person Encounter Telephone Encounter
Body Language 75% 0%
Tone of Voice 20% 80%
Words 5% 20%
What is your method for gathering ideas and service impressions from your front line?
Common Sense Service Step 2
Adjust to Varied Customer/Client Personalities
Mrs. Sweet Ms. Analytical
Mr. Connected General Patton
Can you think of other personalities encountered by your staff? What do they want/need from you?
Notes on Dimension Research Study: (www.dimensionalresearch.com)
What consumers say makes an experience GOOD:
Problem resolved quickly
Person who helped me was nice
Problem resolved in one interaction
Outcome was what I originally hoped for
What consumers say makes an experience BAD:
I had to explain my issue to multiple people
he person I dealt with was rude
It took too long to resolve the issue
roblem was NOT resolved
Institutional Complaint: Front Line Rep has no control over outcome - Not personnel or transaction related
Train staff how to respond to Institutional Complaints:
Listen with concern
Tell customer you will pass concern to management
Show empathy
Have procedures in place to receive and act on institutional complaints
How many people could YOU tell about a bad experience? How?
Common Sense Service Step 3
Mentor and Train Excellent Service
Customer Service Training Success Equations:
Training Only = Limited Results
Training X Measurement = Short Term Results
Training X Measurement X Reward = LONG term results
What are your plans to enhance the service skills of your staff in 2018?
Common Sense Service Step 4
Be Like Frank… Build a Relationship Though Every Close Encounter!
What is a close encounter when YOU were the customer that you have learned from?
What is the potential positive or negative spin that could result from any encounter with your staff?
Tax Administrators: Many of your customers are small businesses. What are you doing to make sure that staff knows the pride of ownership in small business and the struggles associated with ownership. Make sure on the 'slow days' that staff takes time to show interest in the nature of the small business and its customers in order to build a relationship!
(The material shown above is for use of LATA meeting attendees and their staff only - any other use is violation of copyright)
Please visit the Programs page for more information on Teresa's programs and to connect via social media!
Mention LATA17 to receive $500 off a 2018 program and to receive a 25% discount on any book or CD order! Call 800-797-1580 to speak to Teresa about your upcoming meeting or book/CD order!