DiSCovering Customer Service

I.   Why is Customer Service Important?

Customer Service Today

Customer satisfaction with hotels is on the downturn again.  People blame the mergers & acquisitions.

Research shows that the customer whose problem is solved is more likely to return and do business with you again.  Those who simply walk away are only 8% likely to return.

The lifetime value of the customer is significant.

It costs ten times as much to find a new customer to replace one who’s left, than to keep that customer happy.

B.   Background-- Problem-solving depends on knowing where the other person is coming from.

Discovery is the process of finding out what’s really going on in order to correct your understanding of it and move on to whatever next step is appropriate.

Sometimes you only think you know what’s happening – and choose the wrong solution.

Example 1:       You come around corner, man is running towards you and pushed woman out of the way.

Situation a:        He’s stealing her purse.

Situation b:       There’s something falling off the roof and he’s saving her life.

Example 2:       When amazon.com was still working out of the basement, the founder and programmer would pack boxes of books every evening when they finished the business side of things.  Everything was on the floor and after a week, Gomes knees were worn raw. 

He said, “We have to do something.  Let’s get kneepads.”

His partner said, “Let’s get packing tables!”

You never know until you DiSCover what the customer wants.

C.  DiSCovery                                                                  

D.  To satisfy our customers, we need to offer solutions that meet their needs. 

Different personality types have different demands, just as we each have different ways – different personalities – of providing solutions.

Introduce tool – DiSC – which offers a quick way to “size up” individual customers.  Customer service agents with this special skill will find they’re more successful, reduce complaints, enjoy their jobs more.  Also a skill which will help in all of your relationships.

II.         A.   DiSCovering the facts.                                     

                        Professionalism --  effective listening & telephone skills

Situational awareness – noticing skills

Professionalism – evaluating and offering options

                                    Empowerment – owning solutions

a.       Avoiding an argument – how to say ‘no’

b.      Negotiation – the 4-step process of the “consultant”

Determining and agreeing on needs

Contracting and getting commitment to action

Diagnosing and planning problem solving

Action, providing support and evaluating results

 

B.    E.A.S.E.                                                                      

C.    Explore need

a.                   Assess alternatives

b.                  Select alternative

c.                   Execute the selection

 

C.     Advanced EASE – 4 A’s skills for defusing Anger        

D.     Assess

a.                   Acknowledge

b.                  Agree

c.                  Apologize

d.                  Role-play Scenarios