“How can I provide better service to my clients?”

by

Catherine Cekolin

Introduction

This lesson will help you improve your customer relation skills. By reading the designated articles and following the exercises you will be able to focus on those areas that will help you.

The Task

As you work through the exercises ask yourself:

· Have I ever been in a situation like this, and would I handle it differently,

· Do I react negatively to difficult clients, and

· What would I do the next time I deal with difficult people.

· Do I deal effectively with clients over the phone, and how can I improve.

Resources

The Customer Service Web Page - http://www.indy.net/%7Erobo/ includes case studies, several articles and a customer service game.

The Customer Service Review http://www.csr.co.za/Sample/frontpage.htm includes several case studies as well as trends in business and customer service.

Fast Company Education Program http://www.fastcompany.com/professor/service.html includes interesting case studies.

Four Elements of Good Customer Service http://www.smartbiz.com/sbs/arts/swp41.htm this article presents a great summary.

Improving your telephone skills http://www.smartbiz.com/sbs/arts/bly57.htm this is a good resource for improving telephone skills.

Mind your phone manners http://releases.twoten.press.net/releases/date/1997/06/05/BUSINESS-Telephone_Manners.html an amusing article about telephone etiquette.

Cell Phone Manners

http://www.nando.net/noframes/story/0,2107,15153-25287-184767-0,00.html

Telephone Tactics

http://www.moneyminded.com/worklife/ahead/57postb1.htm

Sizing up customer Satisfaction

http://www.inc.com/301/ideas/4291.html

Voice mail

http://www.inc.com/301/ideas/4280.html

The Process

1. Go to http://www.smartbiz.com/sbs/arts/swp41.htm and read the article.

2. Go to http://www.indy.net/%7Erobo/ and play the customer service game.

3. Go to http://www.smartbiz.com/sbs/arts/bly57.htm read article.

4. Go to http://releases.twoten.press.net/releases/date/1997/06/05/BUSINESS-Telephone_Manners.html read the article and write down 3 ways that you may have annoyed other on the phone.

5. Go to:http://www.nando.net/noframes/story/0,2107,15153-25287-184767-0,00.html and write down your cell phone pet peeves.

6. Go to http://www.inc.com/301/ideas/4280.html, read the article and write down you voice mail pet peeves.

6. Go to http://www.inc.com/301/ideas/4291.html, read article and write down your definition of customer satisfaction

After you finish the assignments, meet with your discussion group and brainstorm ways that your group could improve customer service as well as a list of the annoying things that you have ‘caught’ your co-workers doing. Keep it light. Try to catch others using some of the good habits that are generated in the discussion group.

Evaluation

Performance will be evaluated over time from customer satisfaction surveys and observation of employees on the phone with customers. The evaluation criteria will be courtesy to customers and responding to customer needs.

Conclusion

After completing these assignments you will be able to communicate with customers more effectively. Continue to ask yourself, how do I prefer to be treated as a customer and try to be responsive and flexible in stressful situations.