Customer Relationship Management : Customer Relationship Management Objectives? : Objectives? Understanding the concepts of “Who is a Customer” and “What is Service Quality”
Differentiate between a good or bad customer experience and its impact on organization
Understand the relation of customer services to the brand image of Organization.
Leading and cascading commitment to delivering consistent and standardized Customer Services
Develop the attitudes to become the best in customer services
How to retain the leadership position in quality health & medical services in the country.
Learn and Apply the standards provided in this training to achieve Highest Customer Services Standards Customer : Customer Entity that receives or consumes products (goods or services) and has the ability to choose between different products and suppliers
The slogan "customer is king" or "customer is God" or "the customer is always right" indicate the importance of customers to businesses Customer : Customer Who is the Customer?
Customer is someone with a problem or a need and he comes to you for a resolution of his problem or fulfillment of his need and is willing to pay the price for your solution.
What solution is provided and how it is provided determines the value for customer Customer Service : Customer Service "Customer service is the ability to provide a service or product in the way that it has been promised""Customer service is about treating others as you would like to be treated yourself""Customer service is an organization's ability to supply their customers' wants and needs""Customer Service is a phrase that is used to describe the process of taking care of our customers in a positive manner" Challenges & RewardsofCustomer Services : Challenges & RewardsofCustomer Services Importance of Customer? : Importance of Customer? A customer is the most important person in any business.
A customer is the ultimate boss who can fire anyone by not coming to us
A customer is not an interruption of our work. He is the purpose of our organizational existence.
We aren't doing him a favor by waiting on him.He is doing us a favor by visiting us
A customer is a stakeholder of our business - not an outsider.
A customer is not just money in the cash register. He is a human being with feelings and deserves to be treated with respect. What is Quality : What is Quality Quality = Performance / Expectation Criteria of Quality? : Criteria of Quality? Quality in a service or product is not what you put into it. It is what the client or customer gets out of it. ACTIVITYWhat are the expectations of customers : ACTIVITYWhat are the expectations of customers Slide 11: Customer Loyalty Vs. Satisfaction Would You Like FRIES with That? : Would You Like FRIES with That? F is for Friendliness
R is for Reassurance
I is for Information
E is for Extra mile
S is for Sincerity Impact of Good and Bad Customer Services on a Business : Impact of Good and Bad Customer Services on a Business Cost of a Negative Experience…Some facts : Cost of a Negative Experience…Some facts On average, customers who have had a bad experience will tell at least 9 other people. For every customer who complains, there are 26 other customers who have had similar problems. 96% of the customers who have had a bad experience will not complain… 90% of these customers will not return. Customer Services Attitude : Customer Services Attitude My customer is my paymaster
Don’t label or stereotype customers
Customer is not here to test you or your knowledge
How much do you like or enjoy your work? ACTIVITY : ACTIVITY POSITIVE WORDS NEGATIVE WORDS Are we Leading the Customer Services or just Managing the Customer? : Are we Leading the Customer Services or just Managing the Customer? Service Quality Culture : Service Quality Culture Where serving customer is primary business objective
Where everyone takes personal responsibility and initiative for providing quality services
Where managers ensure that the staff gives customers more importance than their bosses
Where staff support each other and depts. collaborate rather than compete.
Where customer complaints are considered as opportunities to improve How does a customer perceive a caring Organization? : How does a customer perceive a caring Organization? Service Quality Operational Target : Service Quality Operational Target Do it Right the first time, always the first time! Zero Error Service Quality Personal Target : Service Quality Personal Target Making Customers Smile Customer Service Mistakes You Should Avoid : Customer Service Mistakes You Should Avoid Getting rude with a customer
Ignoring a problem
Making the customer jump through hoops
Being placed on hold endlessly Slide 23: Customer Services Model Courteous Alive & energetic Informative Responsive Never says “No” “CARING” Guides right Service Standards : Service Standards Acknowledge customers within 10 seconds of his arrival
Smile and make eye contact
Say “ AOA. Welcome to Mobilink, How may I help you?”
Obtain and use customer’s name, where appropriate.
Seek permission from customer before attending to other distractions, like phone call
Show empathy and ask questions to understand customer needs
Be informed/up to date on your operations, location of various departments and concerned officers.
Guide customer to their desired location by providing adequate information
Never leave a customer unattended or uninformed TELEPHONE STANDARDS : TELEPHONE STANDARDS Answer phone by third ring
Smile and Greet customer by saying “AOA, Thank you for calling PIA, This is ………
Inform customer before placing on hold or transferring the call
Your emotions and feelings are transferred to people calling you
Return calls same day before sundown Slide 26: Soften Use non-verbal communication to SOFTEN
S = SMILE
O = Open Posture
F = Forward Lean
T = Touch, only if appropriate
E = Eye Contact
N = Nod Gold Standard: Body Language How to handle Disgruntled and Angry Customers : How to handle Disgruntled and Angry Customers DOS’
Listen with the intent to understand.
Speak slowly and wait a few seconds before responding.
Be assertive - not aggressive or passive
Keep the focus on the issue, not the customer’s behavior
Take customer away from the scene
Apologize sincerely 6 Things to Avoid With Angry Customers : 6 Things to Avoid With Angry Customers DONTS’
Don't make threats
Don't hang up on the customer
Don't make the customer feel helpless
Don't raise your voice
Don't tell a customer he/she is wrong DO DIFFERENTLY STARTING TOMORROW? : WHAT WOULD You DO DIFFERENTLY STARTING TOMORROW?