BALANCING CUSTOMER AND COST

Service Levels

The behaviours in the table below show how you can demonstrate the skill of Service Levels at each of the competency levels in which it appears. Click on the plus sign to show the behaviours at that level.

Click here to read more about how the competency levels work.

Resources

Below you will find learning resources to help you develop the skill of Service Levels. Click on the links to access the resources.

PDFs
The Power of Empathy
Empathy is one of the most powerful tools you can use to build productive relationships. It is fundamental to building collaboration. This PDF explains what empathy is, how to demonstrate it, and the impact it will have if you choose (or not) to use it. It will help you to defuse conflict, connect with and motivate others, and improve efficiency.

Problem Solving and Decision Making
This PDF explains a problem solving and decision making process with useful techniques. It covers problem solving as a process, from analysing the initial problem to deciding what solution is most appropriate. It will help you to tackle problems individually and as a group in an effective, collaborative, and thorough way.

Managing Information Effectively
This PDF provides an in-depth explanation of how we structure and manage information at different levels of detail and complexity. It covers how we communicate, including common causes of miscommunication, and what we can do to communicate more clearly depending on the person/group we are engaging with. It is aimed at structuring information at an individual level.

VIDEOS
The Power of Empathy
This video explains why and how empathy is one of the most powerful tools you can use to build productive relationships. It is fundamental to building collaboration. Learn if you are already demonstrating empathy effectively, how easy it is to stop doing it, how to be alerted to using it effectively and realise the benefits it brings.

Managing Information Effectively
This video provides an in-depth explanation of how we structure and manage information at different levels of detail and complexity. It covers how we communicate, including common causes of miscommunication, and what we can do to communicate more clearly depending on the person/group we are engaging with. It is aimed at structuring information as an individual when you are communicating with another.

Phone Tones

In conversations with customers it is important to make a connection, so that you can exchange information appropriately, and maintain constructive emotions. Your voice is a fundamental tool to do this, especially when you are holding conversations on the phone. In this webinar, Jacqy Munro explains:

  • How building rapport using your voice opens up the connection.
  • How showing empathy is critical to creating constructive emotions.
  • How structuring information well matters.
  • How to change tone of voice for different purposes, and the effect each one has on the customer.


A Good Customer Interaction

It is important to make a connection with a customer so that you can exchange information appropriately, and maintain constructive emotions. In this webinar, Jacqy Munro explains:

  • A logical structure for understanding how to engage positive emotions.
  • How to discover a customer's values and goals and why these matter.
  • How to link what you are doing or providing for the customer to their values and goals.
  • A four step process for ensuring that the interaction achieves a positive outcome that reinforces customer satisfaction.


An Upset Customer Interaction

It is important to manage an interaction with an upset customer in such a way that you can exchange information appropriately, and restore constructive emotions as soon as possible. In this webinar, Jacqy Munro explains:

  • A logical structure for understanding how to re-engage positive emotions.
  • How to discover a customer's values and goals and why these matter.
  • How to understand quickly why the customer is upset by the specific situation and bring the customer back to a common understanding of their values and goals and an agreement about how you can resolve the situation.
  • A four step process for ensuring that the interaction achieves a positive outcome that minimises dissatisfaction and restores customer satisfaction.

ON THE JOB ACTIONS
Service Levels
Ask about any contractual obligations or service level agreements that govern how you provide the service. Use these to help you prioritise how you deliver on their needs.


Customer Awareness
Read and/or watch The Power of Empathy and think about the situation, thoughts, and feelings of your customers in any situation where you are providing a service. This skill underpins all successful outcomes in interpersonal situations, so you won’t be wasting your time.

Information
To provide good information for the customer and/or ask good questions of a customer, or from someone who is interpreting or reporting on customer requirements for you, read and/or watch Managing Information Effectively. Ask questions to gain information or structure how you give information in appropriate ‘chunk sizes’. For example ask, “What is the purpose of this for the customer?” Say “This is what has specifically happened, and this is the likely impact.”

Balanced Decisions
Use a Decision Grid described in Problem Solving and Decision Making to list out the parameters involved in a complex decision, weight them, and compare options. This helps you to be rational and to explain your decisions to others and/or involve them in the decision.

Customer Surveys
If it’s possible, use customer surveys to gain an insight into how you are perceived as an organisation and how you can improve service.