Service Do's and Don'ts
Wilson
Author
09/06/2016
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291
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Description
ITS student worker customer service training
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- [00:00:01.672](lighthearted music)
- [00:00:07.509]Welcome to ITS.
- [00:00:08.929]Through this video, we will illustrate for you
- [00:00:10.571]our expectations about exceptional customer service.
- [00:00:12.720]ITS plays an important role in the university community.
- [00:00:15.949]Our clients range from faculty and staff
- [00:00:18.257]to students and it's important that
- [00:00:19.829]each and every one of them gets a quality
- [00:00:21.491]customer service experience.
- [00:00:24.316]Hi, how can I help you?
- [00:00:25.807]Yes, I'm having some trouble getting my computer
- [00:00:27.149]to power on.
- [00:00:28.207]Okay, I can help you with that.
- [00:00:32.379]Greeting customers right away when they come in
- [00:00:34.240]is important.
- [00:00:35.200]They are the reason we are here
- [00:00:36.328]and we want to make sure that they are
- [00:00:37.619]our number one priority.
- [00:00:38.937]Make sure you're always greeting
- [00:00:40.120]with a kind and upbeat tone.
- [00:00:42.017]This may be your tenth time hearing the question,
- [00:00:44.686]but it's their first time asking it
- [00:00:46.339]so it's important to remain positive and upbeat
- [00:00:48.899]through each and every customer service interaction.
- [00:00:53.326]Hello, could you please help me find headphones?
- [00:00:56.299]Yeah, they're right over there.
- [00:00:57.887](scoffs)
- [00:00:59.136]Okay.
- [00:01:01.349]Woah, that's not how we help people.
- [00:01:03.899]The customer sales rep should've gotten up
- [00:01:05.739]out of their chair and walked the customer
- [00:01:07.549]over to the product, asking if they had
- [00:01:09.739]any additional questions along the way.
- [00:01:12.309]Even if a customer is browsing,
- [00:01:14.259]it's always important to go up and ask them
- [00:01:15.709]if they need assistance.
- [00:01:16.920]Eye contact and smiles.
- [00:01:18.360]Make sure that your body language
- [00:01:19.509]is just as happy as what you're saying.
- [00:01:21.288](phone ringing)
- [00:01:23.069]University Nebraska operator.
- [00:01:26.487]Okay.
- [00:01:28.269](phone ringing)
- [00:01:30.777]University Nebraska operator,
- [00:01:32.008]this is Tyler, how may I help you?
- [00:01:33.859]One moment, I'll get you right over there.
- [00:01:35.207]Notice that they are saying the same thing,
- [00:01:36.579]however one is being kind, welcoming, and helpful,
- [00:01:38.968]while the other is being unhelpful and rude.
- [00:01:41.040]We want to make sure that each person
- [00:01:42.280]that contacts ITS gets helpful and kind communication.
- [00:01:45.139]Alrighty, so your computer's all set up for you
- [00:01:47.579]and let me walk you through all the necessary changes
- [00:01:50.008]that we made to make sure that
- [00:01:51.349]you don't have any questions.
- [00:01:52.757]So right over here, we went, and we installed your Word.
- [00:01:55.076]Bravo.
- [00:01:55.917]That's a great example of customer service.
- [00:01:58.059]The support staff sat down with the customer,
- [00:02:00.088]giving them a quality explanation of the work
- [00:02:02.368]that had been done, and took the time
- [00:02:04.066]to explain any changes in their system.
- [00:02:06.336]This is a great example of how to act around clients.
- [00:02:09.747]Another thing that's important
- [00:02:10.775]to our clients is timeliness.
- [00:02:12.328]We can't expect people to wait for long periods of time
- [00:02:14.224]for answers to their questions
- [00:02:15.517]or for jobs to get done.
- [00:02:16.944]If there is gonna be a longer than expected delay,
- [00:02:18.867]make sure that you're communicating this
- [00:02:20.357]to the client.
- [00:02:21.374]Over-communication is always better than no communication.
- [00:02:24.307]Make sure you follow up with clients.
- [00:02:26.267]Quality follow up helps to build trust in our services.
- [00:02:30.467]Hello, I'm having trouble connecting to the wireless.
- [00:02:33.195]Yeah, okay, sure, yeah.
- [00:02:35.065]Got a Dell, huh?
- [00:02:36.298]E60440, the Latitudes are nice.
- [00:02:38.197]i5 dual core, very nice, Win 7.
- [00:02:40.859]Yeah, it's a pretty good machine.
- [00:02:43.180]Yeah, are you trying to connect to UNL-AIR, UNL-AIR-E?
- [00:02:46.367]Do you know if you have (mumbles) download
- [00:02:47.923]the right agent for any of that or?
- [00:02:50.203]Looks like you only have eight gigs of RAM.
- [00:02:52.403]You could have a stronger CPU if that's your CPU.
- [00:02:54.233]If you've got like an SSD hard drive,
- [00:02:55.582]that could make the whole thing a lot faster as well.
- [00:02:58.163]There are a lot of upgrades that you can do
- [00:02:59.116]for this machine.
- [00:02:59.949]It's a good machine, but you could upgrade
- [00:03:00.782]it quite a bit and that might make
- [00:03:02.009]your wireless signal faster.
- [00:03:03.637]Using confusing technical jargon
- [00:03:05.438]can be intimidating to clients.
- [00:03:07.169]Make sure to keep conversations in layman's terms
- [00:03:09.769]so as not to worry them.
- [00:03:11.335]It's important to also read the room.
- [00:03:13.757]If your client seems to be more tech savvy than average,
- [00:03:16.658]you can talk it up a little bit.
- [00:03:18.327]Make sure, above all else, that the conversation
- [00:03:21.115]stays comfortable for both of you.
- [00:03:23.508]If a customer is angry, it's important to remain calm.
- [00:03:25.927]It's most likely about the situation they're in
- [00:03:28.006]rather than what you are doing.
- [00:03:29.647]Listening to what they're experiencing
- [00:03:31.269]can help you resolve the conflict.
- [00:03:32.915]The most important thing is that the customer
- [00:03:34.498]leaves happy with the service that they received.
- [00:03:36.778]If you feel you are unable to do that for them,
- [00:03:38.795]you can get a manager or supervisor
- [00:03:39.997]to help you resolve the conflict.
- [00:03:41.816]It only takes one interaction to ruin a reputation.
- [00:03:44.989]What should you do if you don't know the answer
- [00:03:47.376]to a client's question?
- [00:03:49.157]Don't say, "I don't know."
- [00:03:51.909]Say something like, "Let me find that out for you,"
- [00:03:55.037]or, "Here's someone who can help you answer that."
- [00:03:57.898]Just because you don't know the answer
- [00:03:59.485]to a question doesn't mean you can't be helpful.
- [00:04:02.237]A final thing to keep in mind
- [00:04:03.508]is remaining professional throughout the workday.
- [00:04:05.726]Always make sure that your conversations are appropriate
- [00:04:08.118]like there is a customer with you at all times.
- [00:04:10.238]It's also important to remember that we do
- [00:04:11.766]work with a diverse population, so make sure
- [00:04:13.617]you are never acting or talking inappropriately.
- [00:04:16.177]You were selected to work for ITS
- [00:04:18.124]and we're excited to welcome you.
- [00:04:20.244]Your customer service skill set will be
- [00:04:22.205]an important asset to our team.
- [00:04:24.766]Please remember that if you do have
- [00:04:26.308]any comments, questions, concerns, or suggestions
- [00:04:28.758]to bring them to a manager or supervisor.
- [00:04:30.886]We're happy to welcome you here
- [00:04:32.417]and we hope that this work experience is rewarding.
- [00:04:34.486](lighthearted music)
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