Customer Service Essentials

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Presentation Description

Customer service is about how a company deals with its consumers before, during and after a purchase or use of a service. It is a series of activities designed to enhance the level of customer satisfaction - that is, the feeling that a product or service has met the customer expectation. A combination of knowledge, attitude, techniques and skills are essential for the customer service professional to provide a holistic and quality customer experience. In this training powerpoint, you can educate and train employees to deliver professional customer service to external paying customers as well as internal customers. LEARNING OBJECTIVES: 1. To instill in customer service professionals the importance of providing excellent customer service 2. To equip customer service professionals with effective techniques and skills to provide excellent service 3. To manage and handle customer interactions and relationships CONTENTS: 1. Introduction to Customer Service 2. Key Elements of Customer Service 3. Effective Techniques and Skills 4. Dealing with Different Types of Customers To download this complete presentation, visit: http://www.oeconsulting.com.sg

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Presentation Transcript

Slide1:

© Operational Excellence Consulting. All rights reserved. Customer Service Essentials

Program Objectives:

Program Objectives To instil in customer service professionals the importance of providing excellent customer service To equip customer service professionals with effective techniques and skills to provide excellent service To manage and handle customer interactions and relationships Copyrights of all the pictures used in this presentation are held by their respective owners.

Contents:

Contents Introduction to Customer Service Key Elements of Customer Service Effective Techniques and Skills Dealing with Different Types of Customers NOTE: This is a PARTIAL PREVIEW . To download the complete presentation, please visit: http:// www.oeconsulting.com.sg

Facts about Customer Service:

Facts about Customer Service Repeat customers spend 33% more than new customers. It costs 6 times more to acquire a new customer than it does to keep an existing one. As little as a 5% increase in customer retention can increase profits by 25 to 95%.

What is Customer Service?:

What is Customer S ervice? How a company deals with its customers before, during and after a purchase or use of a service. A series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation . A proactive attitude that can be summed up as: I care and I can do.

Why Does Customer Service Matters?:

Why Does Customer Service Matters? Customers are the reason for our existence Rising customer expectations Sets the organization apart from competition Increases customer satisfaction and loyalty Improves employee engagement

Two Parts to Customer Service:

Two Parts to Customer Service Content part – What we do Knowing our job (rules, policies, regulations) Making good decisions (seeing the “ big picture ” ) Following through Paying attention to details People part – How we do it Caring about our customer Listening to their needs and expectations Dealing with feelings

“Attitude is a little thing that makes a big difference.” - Sir Winston Churchill:

“Attitude is a little thing that makes a big difference. ” - Sir Winston Churchill

Displaying Customer Service Attitude:

Displaying Customer Service Attitude Projecting confidence Thinking positive Using positive language Being enthusiastic Conveying speed or urgency Taking ownership or accountability Being courteous

Who Are Customers? :

Who Are Customers? A Customer is a recipient of a product or service Customers are people who need your assistance People who phone, people who walk-in, people who write/email Customers are not an interruption to your job, they are the reason you have a job

Why Customers Get Angry:

Why Customers Get Angry Didn’t get what was promised Got something and it didn’t work correctly Service was slow or sloppy Were treated rudely or with indifference

What is Good Customer Service?:

What is Good Customer Service? Philosophy of excellence in customer service must be incorporated into day to day operations. Processes and systems must be built to provide structure to both the customer and the employees who serve them. Staff should be given the right tools, training and consistent support. This is NOT an overnight program!

Skills for Customer Service:

Skills for Customer Service Know about your organization, products and services Learn the technical parts of the job Communicate well Be consistent Be organized Know your place in the team and be a team player

RATER Model Defines Five Key Elements of Customer Service:

RATER Model Defines Five Key Elements of Customer Service Source: “SERVQUAL” by Valarie A. Zeithaml , A. Parasuraman , and Leonard L. Berry  Responsiveness Empathy Tangibles Assurance Reliability

Five Key Elements of Customer Service:

Five Key Elements of Customer Service Reliability – Acting / completing as promised Providing the service that you’ve promised to your customers Systems and processes are robust and reliable Service delivery is consistent and timely Being accurate and efficient Improving the quality of service

Five Key Elements of Customer Service:

Five Key Elements of Customer Service Empathy – Acting with care and understanding Treating customers as individuals, not as a number Seeing things from a customer point of view Genuinely caring about customer needs Building good relationships with customers Empathy is NOT sympathy

Greeting Customers & Establishing Rapport:

Greeting Customers & Establishing Rapport The purpose is to create and maintain a welcoming environment Be attentive, acknowledge a person as soon as they appear, even if you’re busy Smile Establish eye contact Tell them your name Ask how you can help Give the customer your full attention Be polite and courteous

Words & Phrases that Damage Customer Relationship:

Words & Phrases that Damage C ustomer R elationship You don’t understand. I don’t know. I can’t… You don’t see my point. Hold on (or hang on) a second. Our policy says (or prohibits)… That’s not my job/responsibility. You must/should… You’ll have to… What you need to do is… What’s your problem? Why don’t you…? I never said…

Understanding Customer’s Needs & Expectation:

Understanding Customer’s Needs & Expectation Needs What a customer has to have More focused on the contents or job dimension of interaction Expectation What a customer likes to have More focused on the people dimension or how I get what I need

Slide20:

“Said is not the same as heard. Heard is not the same as understood. Understood is not the same as agreed. Agreed is not the same as applied. Applied is not the same as retained.” - Konrad Lorenz

Verbal & Non-verbal Communication:

Verbal & Non-verbal Communication

Overcoming Communication Barriers:

Overcoming Communication Barriers Seek first to understand the message Listen actively Be sensitive to body language Use appropriate language Use the right communication channel Be honest and sincere Obtain feedback

Three Parts of Effective Listening:

Three Parts of Effective Listening Focusing your full attention on the other person Hearing what is being said - both the content and the feelings Thinking about the meaning of what is being said

Questioning Skills:

Questioning Skills Open questions Closed questions Paraphrasing Check for understanding

Effective Telephone Techniques:

Effective Telephone Techniques Smile before answering the phone Answer the phone in three rings or less Give your company name and your name when answering the phone Use proper language and warm, friendly voice tone Be courteous and pleasant Be helpful. Tell the customer the action you are going to take.

Effective Face-to-Face Communication Techniques:

Effective Face-to-Face Communication Techniques Focused attention Eye contact Body language Check your physical appearance Clear, concise messages Active listening Respect cross-cultural preferences Feedback

Improving Customer Service Professionalism:

Improving Customer Service Professionalism Make excellence your goal Get your basics right Take your job seriously Switch off personal problems Focus on your work Be willing to learn Be a team player Enjoy what you do Source: Pilgrim, Gray. Professionalism Tips. Buzzle.com , 2011 .

Dealing with Difficult Customers:

Dealing with Difficult Customers Label the behavior, not the customer Listen Don’t get defensive Don’t take it personally Find out what the customer wants Discuss alternatives Take responsibility for what you CAN do Agree on action

Saying “No” Positively:

Saying “No” Positively Don’t Say Use Instead “Call back tomorrow.” “I’ll call you back tomorrow.” “It’s not ready.” “It will be ready on _______” “You should have called sooner.” “I understand why you called.” “That’s not our fault.” “Let’s see what we can do.”

5-Step Recovery Skills:

5-Step Recovery Skills ACKNOWLEDGE the situation and the discomfort APOLOGIZE for the discomfort ACCEPT responsibility for helping the customer ADJUST to solve the problem ASSURE the problem has been solved

About Operational Excellence Consulting:

About Operational Excellence Consulting

About Operational Excellence Consulting:

About Operational Excellence Consulting Operational Excellence Consulting is a management training and consulting firm that assists organizations in improving business performance and effectiveness. The firm’s mission is to create business value for organizations through innovative operational excellence management training and consulting solutions. OEC takes a unique “beyond the tools” approach to enable clients develop internal capabilities and cultural transformation to achieve sustainable world-class excellence and competitive advantage. For more information, please visit www.oeconsulting.com.sg

To download this presentation, please visit us at: www.oeconsulting.com.sg:

To download this presentation, please visit us at : www.oeconsulting.com.sg END OF PARTIAL PREVIEW

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