Winn Dixie Customer Service Module 1 Understanding Customer Serivice

Views:
 
Category: Education
     
 

Presentation Description

NEW EMPLOYEE ORIENTATION: MODULE 1 - Understanding Customer Service

Comments

Presentation Transcript

New Employee Orientation:

New Employee Orientation HR Business Solutions: Sylvia Appolon, Elizabeth Diaz, Latora Francis, Susie Gilot , Glendisha Rolle MODULE 1 UNDERSTANDING CUSTOMER SERVICE

Welcome to Customer Service Training 101:

Welcome to Customer Service Training 101 Take a moment, right now, and do something that most people rarely (if ever) do: Think about the purpose of your job- Why does your job exist and the importance of delivering superior customer service? The fact is, your job – everyone's job – exists for one primary purpose to either make or do things for other people . Those “other people” are our customers, the real source of your income, they are the real reason you are blessed with employment .

Training objectives:

Training objectives To teach new hires to learn to identify and define what customer service means To give new hires examples of bad customer service and good customer service and excellent customer service To provide new hires with a foundation that will help them to recognize and analyze customer expectations To give new employees the tools necessary to commit to providing excellent customer service

What is customer service:

What is customer service Customer service is the ability to supply the needs and wants of customers. Customer service is any contact between customers and a company representative and it can give a positive or negative perception to the customer. Customer service is the commitment to provide value added services to customers. Customer service is the process of delivering first class services and treating customers with professionalism and fairness.

7 Essentials To Excellent Customer Service:

7 Essentials To Excellent Customer Service https://www.youtube.com/watch?v=tn0veQ7_stI

The Ten Commandments of Customer Service:

The Ten Commandments of Customer Service Know who is boss – The customer Be a good listener Identify and anticipate needs Make customers feel important and appreciated Help customers understand your systems

The Ten Commandments of Customer Service:

The Ten Commandments of Customer Service Appreciate the power of "Yes“ Know how to apologize. Give more than expected. Get regular feedback Treat employees well.

Good customer service:

Good customer service Good customer service is when the customer gets the treatment that meets their expectations

PowerPoint Presentation:

81% of consumers are more likely to give a company repeated business after good service.

BAD customer service:

BAD customer service Bad service is when the customer gets service that is less than their expectation's.

PowerPoint Presentation:

It is 6-7 times more expensive to acquire a new customer than it is to keep a current one.

Examples of Bad Customer Service:

Examples of Bad Customer Service Poor Eye Contact Not making eye contact with the customer Rolling of the eyes Impatience Refuses to listen to customer issues Sends customer to someone else to problem solve Refusing to resolve issue Lies in order not to resolve the issues  Hands the issues off to someone else Poor Listener Speaks over the customer Not paying attention to what the customer has to say Negative Attitude Takes frustration out on customer Poor body language to mimic bad attitude

PowerPoint Presentation:

TRY TO RESOLVE THE ISSUE. YOUR FIRST RESPONSE TO AN UPSET CUSTOMER SHOULD NOT BE TO PUSH THE PROBLEM OFF TO SOMEONE ELSE! SHOW THE CUSTOMER THAT YOU CARE AND WANT TO MEET THEIR EXPECTATIONS

Excellent customer service:

Excellent customer service Excellent customer service is when the customer gets a little more than what they expected, good customer service becomes EXCELLENT CUSTOMER SERVICE!

CUSTOMER EXPECTATIONS:

CUSTOMER EXPECTATIONS Customers always expect a TREAT T rust (ability to provide what is promised) R esponsiveness (promptly helping customers) E mpathy (caring and individual attention showed to customers) A ssurance (knowledge and courtesy shown to customers) T angibles (physical facilities and appearance)

CUSTOMER EXPECTATIONS:

CUSTOMER EXPECTATIONS Customers have several criteria to evaluate service expectations: Speed Certainty Ease Personal Recognition

CUSTOMER EXPECTATIONS:

CUSTOMER EXPECTATIONS

Commit Yourself to Providing Excellent Customer Service:

Commit Yourself to Providing Excellent Customer Service Customer Service Video | Actions & Attitudes Commit Yourself to Providing Excellent Customer Service

4 Skills Required to Deliver Excellent Customer Service::

4 Skills Required to Deliver Excellent Customer Service: Acknowledging ( First impressions matter) Appreciating (Courtesy Counts) Affirming (Attitude is everything) Assuring (Be accountable and be honest)

Role Play:

Role Play In pairs, one person takes on the role of a customer and one as the salesperson.   This activity is intended to be no more than 5 minutes to help you develop the interpersonal skills needed to deal with difficult customers . Scenario 1: Example 1. You (customer)have purchased an iron and it’s broken after only one week and you’re very irate about the product not working properly after 1 week. You want the salesperson to do something immediately. She is offering you a replacement and you want a refund . When each team is done write a short summary of what you have learned from the role-playing exercise.

The EnD of Module 1:

The EnD of Module 1

credits::

credits: Friedmann , S. (2014).  Ten Commandments of Great Customer Service.  Retrieved on November 17, 2014 from http:// marketing.about.com/od/relationshipmarketing/a/crmtopten.htm Brownlee, D. (2013, May 21). What is customer service ? The 7 Essentials To Excellent Customer Service. Retrieved from https:// www.youtube.com/watch?v=tn0veQ7_stI Customer Service Video | Actions & Attitudes. (2008, November 26). Retrieved from https:// www.youtube.com/watch?v=HNgq6Shhw2c

authorStream Live Help