CH06 The Administrative Professional

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Slide 1: 

Procedures and Technology Chapter 6 Developing Customer Focus

Customer Focus : 

Customer Focus An attitude and commitment to customer service External customers Internal customers Importance of customer focus 2

Customer Focus Strategies : 

Customer Focus Strategies Show respect for customers Seek customer input Go the extra mile Maintain effective relationships 3 Workplace Wisdom Allowing the customer to take part in solving a problem is a positive step toward building goodwill.

Customer Focus Strategies : 

Customer Focus Strategies Take responsibility Explain the situation Follow up on the issue Keep a positive attitude 4

Serving Internal Customers : 

Serving Internal Customers Come to work on time Be polite and courteous Answer questions or calls quickly Be professional at all times Go the extra mile and exceed the expectations of others 5

Customer Service Skills : 

Customer Service Skills Help you deal successfully with customers Face-to-face situations By telephone By e-mail Via websites 6

Problem-Solving Skills : 

Problem-Solving Skills Identify the problem Collect and analyze information Determine options Evaluate and implement options Evaluate the solution 7

Nonverbal Communication Skills : 

Nonverbal Communication Skills Nonverbal communication—sending messages without using words Eye contact Facial expressions Gestures Body language 8

Effective Listening : 

Effective Listening Shows that you care about customers Requires being focused on the speaker Do not interrupt Listen for pauses Allow the speaker to complete a thought before answering 9

Human Relations Skills : 

Human Relations Skills Abilities that allow you to interact with others effectively Showing respect for others Having empathy for others Showing support for the skills and ideas of others 10

E-mail Customer Service Skills : 

E-mail Customer Service Skills Admins may communicate with external customers via e-mail Admins communicate often with internal customers via e-mail Designate times to answer messages Serve customers in a timely and efficient manner 11

Telephone Customer Service Skills : 

Telephone Customer Service Skills Speak in a friendly tone of voice Use an appropriate volume and speed Listen for facts and subtle meanings Be patient Repeat to the customer what you believe the customer said Act to handle the problem or issue 12

Web Customer Service Skills : 

Web Customer Service Skills Web self-service Allows customers to search for answers to questions using the company website or database Can be faster for customers and less expensive for the company Live chat Allows customers to exchange text messages with company employees Communication takes place in real time 13

Handling Conflict : 

Handling Conflict Anticipate customers’ needs and concerns Listen carefully Accept the blame on behalf of your company or department if appropriate Offer solutions 14

Handling Difficult Customers : 

Handling Difficult Customers Stay calm Use positive self-talk Do not take the customer’s comments personally Listen Listen to the concern Try to defuse the customer’s anger Take action Ask (or say) what you can do to solve the problem If you cannot solve the problem, offer some form of compensation to keep goodwill 15

Dealing with Abusive Customers : 

Dealing with Abusive Customers Do not let yourself become angry Look for points of agreement with the customer Ask a customer who continues to be abusive to calm down and call back later Follow company policy regarding incidents with abusive customers 16

Discussion Questions : 

Discussion Questions Why is taking responsibility for your mistakes important to developing a customer focus? Would you enjoy working as a customer service representative? Why or why not? 17