Excel Expressions Consulting (EEC)- Online Customer Service Training

Topics covered in this course include:

Note: Please click CTRL + hyperlink, to view hyperlinks in this course.

Trainer Introductions

Get To Know Your Trainers

Emotional Intelligence

Objectives and Pre-Test

Objectives:

1. Increase your personal power by understanding your emotions 

2. Turn Emotional Intelligence into your strategic advantage when a problem occurs 


What is your Emotional Intelligence? 

Click on the following link  http://www.maetrix.com.au/meit/eitest.html take the quiz and then please record your scores in the participate guide.  Link will open up on another tab, when done close tab and go back to the online training. There is a carbon copy of each question on your participant guide as well. 


Learn the four Emotional Intelligence capabilities

The ability to manage ourselves and our relationships effectively - consists of four fundamental capabilities.

1. Self-Awareness

2. Relationship-Management

3. Social Awareness

4. Self-Management


Self-Awareness -The single most important building block of Emotional Intelligence

1. Emotional Self-Awareness: Recognize the impact of your emotions on the work performance and relationships

2. Accurate Self-Assessment: A realistic evaluation of your strengths and weaknesses

3. Self Confidence: A strong and positive self-worth




Relationship-Management

1. Visionary Leadership: The ability to take charge and inspire

2. Influence: The ability to wield a range of persuasive tactics

3. Developing Others: The propensity to bolster the abilities of others thought feedback and guidance

4. Managing change: Modeling EI behaviors and being a change catalyst


Social Awareness  

1. Empathy: Skill at sensing other people's emotions and taking a active interest in their concerns

2. Organizations Awareness: The ability to read the currents of organizational life, build networks, and navigate politics

3. Communicating: Listening and sending clear message

4. Service Orientation: The Ability to recognize and meet customer needs


Self-Management

1. Trustworthiness: A consistent display of honesty and integrity

2. Conscientiousness: The ability to manage yourself and your responsibilities

3. Adaptability: Skill at adapting to changing situations and overcoming obstacles

4. Achievement orientation / initiative: The drive to meet internal standards/seize opportunities 


The profound benefits of Emotional Intelligence

What are the six profound benefits of Emotional Intelligence

1. Increased sales

2. Greater productivity

3. Stability of staff

4. Worker satisfaction

5. Improved risk management

6. Amazing customer service


Emotions Shouldn’t be brought into the workplace?

  • True
  • False

Read quiz question and answer  with either true or false on this online training, to be able to move on. Copy your answer on participant guide. .m4a

 

Six principles of emotionally intelligent communication

Intentionally

1. Talking about something informative, sensible, pleasant and non-offensive


Focus

1. Give your undivided attention to the other person, not interrupting to give advice or recite anecdotes to prove your point

Convey Trust

1. Conveying trust during the communication process lowers barriers and leads to a free flow of ideas


Empathy

1. Is commonly defined as an ability to recognize, perceive and directly feel the emotion of another 

(Empathy is the basic building block for positive relationship)


Active Listening

1. Stay in the moment, don’t prejudge, don’t interrupt


Total Communication

1. Up to 60% of how somebody perceives your message depends on your body language 


Can Emotional Intelligence be used to manipulate people?

  • Yes
  • No
Read quiz question and answer  with either true or false on this online training, to be able to move on. Copy your answer on participant guide. .m4a

Assertive Communication

Assertive Communication

  • Use “I” statements, keep responses short (stay on topic), and slow down verbally and use correct vocabulary. 

1. Use “I” statements

2. Keep responses short (stay on topic)

3. Slow down verbally and use correct vocabulary

4. Monitor your tone of voice

5. Watch your non-verbals

6. Actively listen

7. Maintain eye contact

8. Keep emotions and thoughts separate



Expand your vocabulary

Positive Vocabulary

1. Relieved

2. Satisfied

3. Cheerful

4. Pleased

5. Glad


Highly Positive Vocabulary

1. Elated

2. Excited

3. Overjoyed

4. Pleased 

5. Fired Up


Expanded vocabulary quiz

Instructions .m4a

  1. Can you help me?   
  2. I understand how  that can make you feel.
  3.   questions you have, I will answer. 
  4.    to meet you.

Conclusion

6 Steps of Trust

Introduction

Modules:

1. Talking Straight

2. Trusting

3. Demonstrating Respect

4. Showing Loyalty

5. Clarifying Expectations

6. Keeping Commitments

Talk Straight

How to voice your thoughts, opinions and requests. 

Use Simple Language

Using simple language will allow for the area of misconception to reduce.

Therefore causing a healthy work environment without the need of having to guess what was said. 



Do Not Manipulate or Distort Facts

Manipulation of information is very critical in this workforce. With so may moving parts and interpretation of each person, everyone must be cautious.

A perfect example of this effect would be the children's game, "telephone", where one person tells another a phrase and by the time the same information gets to the end, it is completely distorted.


Tone, Volume and Pace


Regardless of the situations you are in, remember to always stay in a professional manner. 

Others, such as guests or coworkers could be listening. 

Select the adequate tone, volume or pitch in voice and keep a steady pace.

Trust

What is Trust? 

Trust is assured reliance on the character, ability, strength, or truth of someone or something.

Be Honest

There is nothing more important than being honest. It creates peace of mind and promotes relationships of trust. 

As the opposite of lying, leads to negative personal health and relationships. 

Be open about your mistakes

It's easy to have integrity when all is going well. It's much harder in times of crisis. Yet it is how you act in difficult times that is the greatest measure of your integrity. 

Don't wait to talk about a mistake that happened until everyone finds out about it and don't sugarcoat what happened.

 Take swift action to right a wrong. Facing issues squarely and openly, and taking responsibility.

Be consistent

Unpredictability is unsettling for people because it creates uncertainty. 

Working under these conditions isn't ideal for producing your best work or for dealing with customers in a pleasant and relaxed manner. 

Practice emotional intelligence by regulating your emotions to effectively foster a healthy work environment.

Demonstrate Respect

What is Respect? 

Respect is a feeling or understanding that someone or something is important, serious, and should be treated in an appropriate way.

Care for Others

Caring for others in the workplace creates and environment where everyone is working towards the same goal; "get the job done". 

Respect's Everyone's Role

Whether it's the busboy or the executive team, remember everyone deserves the same level of  respect regardless of their positions held.

Treat Everyone with Respect

Treating everyone with respect will create a positive and professional environment for everyone to work in.

Show Loyalty

What is Loyalty? 

Loyalty is having or showing complete and constant support in something or someone. 

Give Credit Where Credit is Due

Praised should be given to those that deserve it for meeting and surpassing expectations. Gives the employees a sense of unity towards the company. 

Speak of Partners as if They Were to be Present

Never speak of others in a disrespectful manner, always refer to others as if they were present. Tone of voice should be selected carefully as well. 

Do Not Bad Mouth or Talk About Others in a Negative Way

Never bad mouth anyone, especially people you work with. This creates a hostile environment within the company and other employees. 

Clarify Expectations

What are Expectations? 

Expectations are behaviors and emotions that are foreseen from something or someone. 

Disclose and Reveal

Never assume someone understands  what you are disclosing to them, make sure they understand what is being said and what expectations must be met. 

Discuss and Validate

If there are questions regarding expectations, especially from those that are needed to be completed in a timely manner, discuss them and let your co-worker know what is the best way to accomplish them. 

Keep Commitments

What is Commitment? 

Commitment is the quality of being dedicated to a cause, activity, pledging or engaging oneself. 

Do What You Are Told/Said To Do 

If the job seems challenging or perhaps unachievable, ask for alternative methods in completing the duty. 

Make Commitments that You Know You Will Keep

Always take on what you know you are capable of attending or completing in the timeframe.

If there is a time where you cannot make it to work, please let your supervisors know immediately in order to find coverage. 

Remember, those are your co-works and you owe them respect. 

Symbols of Honor and Trustworthiness

Once all is said and done, whether you work on a team or not, your work ethis will reflect on the person you are. 

Keep in mind that there is always someone watching. 

These acts will not go unnoticed when a lead position opens up. 

Pop Quiz


Do you understand the 6 Steps of Trust? Answer the following scenarios with the correct answers.  

You are headed to work and happen to have a flat tire; you know that it's going to take you awhile to fix it, what should you do?

  • Change the tire and then head to work, even if you are late.
  • Call a manager or supervisor and let them know what is going on and tell them you will be coming in a little later.
  • Take the day off and assume it's a "sign" not to go into work.

If you are unsure about how to take on a new task that has been assigned to you, what should you do?

  • Try as best as you can and hope that it's done correct.
  • Ask a manager or supervisor what is the best way to approach the task.
  • Ask a co-worker from another department how to take on the task.

If your coworker "Mary" needs the same day off you do and only one person can take it off, what do you do?

  • Tell everyone that Mary is lazy and she doesn't want to work that day because she knows it's usually busier on that day.
  • Call in sick and expect Mary to show up and cover the shift.
  • Come to an agreement with Mary and work out a deal.

It's summertime and it's usually a busy time but this year it's been extremely busy. You tell employees to do their jobs and wish them luck. What should you have done differently?

  • Tell them to try to help as many guests as possible but if they can't, just ignore them.
  • Talk to them about a game plan; let them know what is expected of them regardless of how many guests will be visiting the location.
  • Let them know you are watching them for any mistakes done during the peak time.

One of the busboy's become promoted to manager; you know they had been working hard for the position, what should you do?

  • Start a rumor saying that the busboy is dating one of the supervisors and that's why he was promoted.
  • Congratulate the busboy for his hard work and achievement.
  • Do not say anything and go on about your day.

Conclusion

You have now completed The 6 Steps of Trust.

Resolving Conflict-5 Conflict Resolution Styles

Conflict Orientations

Assertiveness & Cooperativeness

Assertiveness and cooperativeness are two approaches used during the conflict negotiation process.

Assertiveness 

Is the length one party is willing to go to satisfy their own needs or concerns.

Goal 

“ If one swims, the other must sink”

Cooperativeness

 Is the length one party is willing to go to satisfy the needs and concerns of others.

Goal 

“Everyone sinks or swims”

Conflict Management Questionnaire

Please complete the Conflict Management Questionnaire located on pg. 10  in the Participate Guide.

Conflict Resolution Styles

Conflict Resolution Styles

The conflict resolution style a person chooses may be based on their personality or the style they feel will best achieve the intended goal. The 5 Conflict Resolution Styles are avoiding, competing, accommodating, collaborating and compromising.

Training style goals

Avoiding – Delay

Collaborating – Win-win

Competing – Win

Accommodating – Yield

Compromising – Find a middle ground

Avoiding

Avoiding -No winners or Losers

Avoiding conflict is unassertive and cooperative. With this style the needs and concerns of both parties are ignored and you pretend conflict does not exist. Avoiding might take the form of diplomatically sidestepping an issue, postponing an issue until a better time or simply withdrawing from a threatening situation. Avoiding conflict can reduce tension, allow others to take ownership and saves time.

You should use this style when:

  • The issue is small or not worth resolving.
  • Emotions are in a fragile state.
  • The need to resolve conflict is not immediate.
  • The conflict masks the real issue.

Competing

Competing-I win, You lose

Competing is high on assertiveness and low on cooperativeness. With this style the needs or concerns of the opposing party are completely disregarded. When you use the competing style you are standing up for the issues that are important to you, defending your positions or trying to win.

It’s best to use the competing style when:

  • When a quick decision must be made.
  • In emergency situations or if safety is concerned.
  • When an unpopular decision has to be made. (i.e. cost-cutting, down-sizing, enforcing rules, or administering discipline)
  • When position or authority is challenged.

Accommodating

Accommodating- I lose, You win

Accommodating is low on assertiveness and high on cooperativeness. When you accommodate you sacrifice your needs or concerns to satisfy the opposing party. This approach may take the form of yielding to the opposing party, sidestepping the issue, or obeying orders you disagree with.

It’s best to use the accommodating style when:

  • The issue is not important to you.
  • To keep the peace.
  • Restore or preserve relationships.
  • Developing performance (i.e. allowing employees to learn and grow from mistakes).

Collaborating

Collaborating-I win, You win

Collaborating is high on both assertiveness and cooperativeness. When you collaborate you aim to meet the needs or concerns of both parties. This is the best approach for resolving conflict. When you collaborate this both parties openly discuss the issues or concerns and seek solutions that satisfies both parties.

It’s best to use the collaborating style when:

  • There is a high level of trust between both parties.
  • One party does not want full responsibility.
  • Gaining commitment.
  • Merging ideas or perspectives.
  • To maintain relationships.

Compromising

Compromising- You bend, I bend

Compromising is moderate on both assertiveness and cooperativeness. Compromising is a mix of accommodating and competing. When you compromise you trade your needs to reach a mutual agreement with the opposing party. This style falls between competing and accommodating. You address the issue; however, both parties do not work to together to reach a resolution. Compromising may mean you split the difference between two position, exchange concessions, or seek a middle ground solution ).

It’s best to use the compromising style when:

  • Both parties are committed to reaching a goal.
  • Goals are moderately important.
  • You can save time by coming to a settlement.

Developing your Conflict Resolution Style


Developing your Conflict Resolution Style

Each resolutions style has advantages and disadvantages. Your goal is to use each style effectively at the right time. The style you choose should depend on what is best for the situation. Your personal preference or comfort level should NEVER be a factor.

Avoiding

Avoiding

 Advantages

When the opponent is forcing / attempts aggression, avoid the conflict until you are in a more favorable circumstance for you to push back.

Reduces stress.

Gives you the ability/time to focus on more pressing needs.

Allows you to steer clear of danger.

Disadvantages

Could cause delays.

Leaves the potential for issues to remain unresolved.

Over time relationships may decline and resentment may build.

Collaborating

Collaborating

Advantages

Leads to solving the actual problem.

Leads to a win-win outcome.

Reinforces mutual trust and respect.

Builds a foundation for effective collaboration in the future.

Provides a shared responsibility of outcome.

Disadvantages

Collaborating may not be practical when timing is crucial and a quick solution or fast response is required.

 Requires a commitment from all parties to look for a mutually acceptable solution.

The process takes lots of time and energy.

Some may take advantage of other people’s trust and openness.

Competing

Competing

 Advantages

May provide a quick resolution.

Allows you to assert your position.

Disadvantages

May negatively affect your relationship with the opponent in the long run.

May cause the opponent to react in the same way.

Can escalate conflict or cause a deadlock.

Decrease initiative and/or motivation.

                                                                

   



                     

Accommodating

Accommodating

Advantages

Helps out the opposing party.

Restores harmony.

Provides an opportunity for each party to reassess the situation from a different angle.

Can provide a quick resolution.

 Disadvantages

Needs or concerns are sacrificed.

May lead to a loss of respect.

May lead to a lack in motivation.

Compromising

Compromising

Advantages

Lowers the levels of tension and stress resulting from the conflict.

Faster resolution

Maintain relationships

Both parties walk away satisfied.

Disadvantages

Important values and long-term objectives can be derailed.

May require close monitoring and control to ensure the agreements are met.

Give and take

May be a temporary solution.

Case Study

Please complete the Case Study located on pg. 14 in the Participant Guide.

Case Study cont'd

Please click the hyperlink to view the correct answers for the Case Study.

Case Study- Answer Set

Conclusion

You have now completed the training for Resolving Conflict!

Communication in the Workplace

What is effective communication?

  • Effective communication is verbal speech or other methods of relaying information that get a point across. An example of effective communication is when you talk in clear and simple terms.
  • Effective communication also means to “Seek first to understand, then to be understood.” Steven Covey


Benefits of establishing effective communication

Diversity

Managers must be sensitive when communicating with associates of different cultural ethnicities.

Team Building

Managers must be able of openly communicating with subordinates to create positive relationships.

Morale

Good communication promotes healthy relationships which in turn leads to better productivity.

Importance of effective communication in the workplace

How does effective communication with my peers affect the delivery of world-class customer service?

As discussed in the previous segment, good communication leads to good morale and happy associates which in turn allows the associate to provide world class customer service.

Active listening

A communication technique which requires that the listener

  • fully concentrate
  • understand
  • respond, and
  • remember what is being said

Difference between listening to reply and listening to understand

Listening to reply

Means that at some point while the speaker was talking, we stopped listening.

Listening to understand

Takes more concentration. We must assume that the speaker knows what she is talking about and that what she’s saying is true. (Andy Eklund).

Steps to becoming a better listener

  1. Get rid of distractions
  2. Be open-minded
  3. Never mind the details, listen to the big picture
  4. Note the speaker’s non-verbal communication; be careful not to judge
  5. Don’t interrupt
  6. Paraphrase
  7.  Challenge yourself to accept what’s been said as truth

Now let’s discuss words, body language and tone

  • 7% of all messages are conveyed through words
  • 38% through certain vocal elements such as tone
  • 55% through nonverbal elements such as facial expressions, gestures and posture
  • How do I recognize the signals I am sending?

Test your skills

Please complete the following quiz by answering the five True/False questions.

This quiz may also be found on page 20 of the EEC Participant Guide.

Effective communication is insignificant in the workplace.

  • True
  • False

Effective communication only relates to spoken words.

  • True
  • False

Verbal communication is more influential and believable than non-verbal communication.

  • True
  • False

An open verbal conflict with my coworker in the presence of a customer/guest does not affect the level of service provided to the customer/guest on this particular visit.

  • True
  • False

There is no true difference between listening to reply and listening to understand.

  • True
  • False

Conclusion

In conclusion, effective communication in the workplace is beneficial to the associate, all colleagues, the customer and the organization.

Empathy Vs. Sympathy

Empathy Vs. Sympathy


Empathy- the feeling that you understand and share another person's experiences and emotions : the ability to share someone else's feelings

Sympathy- the feeling that you care about and are sorry about someone else's trouble, grief, misfortune, etc.

Watch me!

Brene Brown Video 

Click the link below and watch the video and jot down any notes in your participant guide.

https://www.youtube.com/watch?v=1Evwgu369Jw

Define Empathy and Sympathy

Match the correct definition of Empathy and the correct definition to Sympathy
  • Empathy
    Getting on someone's level and relating to them to make them feel better.
  • Sympathy
    Letting someone know that you feel sorry for them.

Empathy as it relates to you!


Be empathetic to the customers!

Being empathetic is very important when it comes to interacting with customers. 

Being empathetic means to get on their level and really understand where the other person is coming from and relating to them, right?

Below are ways that you can be empathetic with the customers and with your fellow co-workers.


How to be empathetic to the customer

Provide a feasible and realistic solution to their problem.

Saying that you “understand” and “want to help” are what the customer wants to hear.

Make sure that when you are saying that- you come up with a feasible solution to their problems.

How to be empathetic to your co-workers

When a fellow co-worker is upset you should do the same- relate to them and have a genuine conversation and show them that you are here to help.

Letting them know that you have been in that situation, too, is important.

Offer help and guidance to your co-worker that way you can efficiently get the job done

Test your knowledge!

Empathy vs. Sympathy Fill in the blanks

 

       Select Empathy or Sympathy to fill in the blank for each of the scenarios.

            You must receive a 90% or higher to move onto the next module. Good Luck!

 

  1. Oh no! I just dropped a tray of soda all over the floor! I with you because just yesterday I did the same thing, let me help you clean up while you remake the drinks!
  2. Wow! This place is so awesome; I will be coming here every weekend! I can with you, but at least you have the weekends off.
  3. This food is taking forever to come out. I can with you, but at least my food always comes out fast.
  4. Wow! This place is so awesome, I love coming here on the weekends! I can with you because I love working here on the weekends!
  5. I keep getting amazing tips today from our customers! I can with you because since I am always by my tables they keep tipping me well, too!
  6. I can’t find the bathroom in this huge place! I can with you because when I first started working here, I could not find the bathroom either!
  7. I can’t believe this place is so busy on Halloween! I with you, but at least you have Halloween off.
  8. Everyone here is so dedicated to making sure we are having a great time! I can with you, but when I ask for help no one does.
  9. I love this place! I with you because I love this place, too!
  10. I don’t ever want to leave A-Hole-In-One! I can with you because this place and their staff are so amazing!

Training Conclusion

Training Conclusion

This concludes Excel Expressions Consulting Online Customer Service Training!

1. Please  complete the training evaluation form using the embedded link below. 

(please click CTRL + hyperlink)

 EEC Training Evaluation Form

2. Please print the training certificate and insert your name and the date you completed the training. Training certificate must be submitted in class on December 1st to receive credit for taking this course.

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Training Certificate