Service Do's and Don'ts
Wilson
Author
09/06/2016
Added
302
Plays
Description
ITS student worker customer service training
Searchable Transcript
Toggle between list and paragraph view.
- [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)
The screen size you are trying to search captions on is too small!
You can always jump over to MediaHub and check it out there.
Log in to post comments
Embed
Copy the following code into your page
HTML
<div style="padding-top: 56.25%; overflow: hidden; position:relative; -webkit-box-flex: 1; flex-grow: 1;"> <iframe style="bottom: 0; left: 0; position: absolute; right: 0; top: 0; border: 0; height: 100%; width: 100%;" src="https://mediahub.unl.edu/media/6176?format=iframe&autoplay=0" title="Video Player: Service Do's and Don'ts" allowfullscreen ></iframe> </div>
Comments
1 Comments