Customer service

Customer Service : 

Customer Service

Customer Service : 

Customer Service Who’s the customer? What’s Customer service & Why it’s important? Good customer service standards. Different service levels. What customer really expect from customer service? Phone etiquettes. Good call guidelines. The call. The steps to handle complaint calls. Handling difficult customers. Elements of the voice & Message Delivery. Call Techniques. Pitfalls.

Who’s the customer? : 

Who’s the customer? The customer is the core of every company , he is the one that buys or uses it’s products & services. The first contact for the customer with the company is through the customer service teams which surrounded by different support teams.

What’s Customer service? : 

What’s Customer service? Customer service is what business deliver to achieve customer satisfaction customer measure the service of the products both pre-sale and after-sale which makes customer service important part of the business. Customer service should have some specific standards to be sure all the customer service staff are following them to keep their customers happy. Customer service goal is customer satisfaction.

Customer service importance : 

Customer service importance Customer 5 times more likely to change companies due to service problems than price concerns & product’s quality. Resolved problems can make customer more loyal and if satisfies he would stay loyal to the company for average 10 years. Business provide customer service can income their market share and profit by an average 6 % per year. Dissatisfied customer will tell 10 people, 13 % of these people will tell other 20. Satisfied customer will tell from 3 to 5 people . “Good service increase productivity, save time & money”

Good customer service standards : 

Good customer service standards Reliability: The capability to deliver service that was promised in an accurate way. Responsiveness: Eager to help the customers and deliver prompt service. Assurance: Employee skills, knowledge and ability to solve the problems Empathy: Caring, individual attention and interest in building relationship with customers. Tangibles: Appearance or building, equipments and communication materials. (IF these 5 factors exist in any customer service it increase customer’s loyalty.)

Different service levels : 

Different service levels Desired Service: What you want is what you get Accepted Service: What you get is what you’ll take Rejected Service: What you have is a complaint Fantastic Service: What you get is really great!

What customer really expect from customer service? : 

What customer really expect from customer service? Help. Respect and appreciation. Comfort, compassion and support. To be listened to with empathy. Satisfaction. Trust and reliability. A friendly, smiling face. Understanding. To be made to feel important. A quality product or service at a fair price. Taken seriously. Guaranteed immediate action. Assured the problem will not happen again. Compensated in some way

Good call guidelines : 

Good call guidelines Start with a smile Positive attitude Build Rapport Asking Probing question Controlling the call Being professional Empathy Apologize if needed Care Eager to help Active listening

The Call : 

The Call Greeting Body Closing

Greeting : 

Greeting Good Morning or Good afternoon. Your first and last name. Company name “if requested.” Inform the customer you are ready.

Body : 

Body Register or Verify customer’s information. Define the problem State the problem as clearly as possible Describe what you can do according to your limitation. Agree on the solution 1st call resolution.

Closing : 

Closing Confirm the issue has been resolved. Ask about any other inquiries. Say the closing ( Thank you for calling )

The steps of handling complaint calls : 

The steps of handling complaint calls Listen! “ What you’re saying is important I want to make sure I’ve completely understood what happened.” Active listening and taking notes. Avoid jumping to conclusions ( you don’t know all the facts. ) Don’t take it personally. Customer want to be heard and understood as much as they want the problem to be solved.

Handling a complaint call : 

Handling a complaint call Ask for suggestions. Gather all the information before offering solution. Before agreeing to the solution use a trial close. Manage the customer expectation. Close the call.

Handling difficult customers : 

Handling difficult customers Complaining customer. Mistaken customer. Critical customer. Abusive customer.

Complaining customer : 

Complaining customer Stay positive ( don’t ever respond to emotional language. Customer’s anger is not directed to you. ) Let the customer let off the steam before dealing with the problem. Try to slow them down. Use the customer’s name as soon as you can.

Complaining customer : 

Complaining customer Apologize. Don’t make excuses or pass blame. Find out what the customer want and discuss how you might be able to help. Ensure you understand the problem Listen carefully and summarize your understanding. Suggest a solution which you’re able to deliver within the time available or other alternatives and let the customer decide. Thank the customer for bringing the problem to your attention. Record and pass on the complaint.

Mistaken customer : 

Mistaken customer Avoid embarrassing the customer. Don’t say “you are wrong” you can say “there might be some misunderstanding” Talk about the situation. Try to tell them what they should have done. Keep explanations clear, simple and brief. Your voice tone should be soft.

Critical customer : 

Critical customer Find exactly what the customer wants and what the problem is. Ensure the company policy , standards and the customer legal rights. Thank the customer for bringing the matter to your attention. Find what the customer really want. There may be alternative ways of meeting their needs. Explain what you can do. Show sympathy but avoid criticizing the company and your colleagues.

Critical customer : 

Critical customer Shift their attention to the solution. Check the authority to act. Make sure you understand what you’re allowed to do to put things right. Try to find a solution that works for everyone Find the points of agreement , when you can it can be the basis of building rapport.

Abusive customer : 

Abusive customer Stay Cool and calm and don’t take it personally. Focus only on things you can handle. Get the person to talk about the outcome they want. Ask your supervisor to help only when you try everything and it didn’t work and customer insist talking to a supervisor Don’t ever hang up in the customer’s face or try to end the call.

Elements of the voice : 

Elements of the voice Pace Inflection Intensity Volume Attitude

Call Techniques : 

Call Techniques Hold Transfer Call back

Hold Technique : 

Hold Technique Ask for customer permission. Give time frame. Wait for customer response to be on hold. When getting back to customer “Thank you for Holding.”

Transfer technique : 

Transfer technique Identify the reason for transfer. State the name of the person who the customer will be transferred to and his position. Put customer on hold Go for the person in charge state the name of the customer & reason for the transfer. Give the customer the option if the person named to be talking to is not there for a call back or speaking to another person in his position.

Call back technique : 

Call back technique Identify reason for call back. State time frame for call back. Inform the customer with the actions you will take. Deliver what you promise don’t ever promise what you can’t deliver. DON’T delay call back even if u didn’t get the solution of the issue.

Pitfalls : 

Pitfalls Pitfalls: are the issues that get in the way of good customer service 1- Saying “I don’t know”. 2- Debate with the customer. 3- Getting defensive. 4- Agreeing with a customer’s negative viewpoint. 5- Avoiding responsibility. 6- Losing trust in your company.

Thank You : 

Thank You