Customer Service :Customer Service Md. Mainul Islam Khan Chief Sales Trainer PRAN-RFL Group


Contents: :The Importance of Training for Customer Service How do Customers Evaluate Service Quality? The Importance of Communication in customer service Tips for effective communication. Contents:


Importance of Training for Customer Service :Importance of Training for Customer Service Customer Perceptions To the Customer you ARE the company Organizations with Happy Customers are more successful Financial Benefits Happy Customers come back Happy Customers tell their friends Providing good Customer Service doesn’t come naturally to everyone.


How do customers evaluate service Quality? :How do customers evaluate service Quality? R A T E R Reliability – Deliver on Promises with dependability & accuracy Assurance - Knowledge, courtesy, ability to convey trust, competence and confidence Tangibles - Facilities appearance, comfort, look and feel of Marketing materials, etc. Empathetic - Degree of caring and individual attention the customer receives Responsive - Willingness to help promptly – without distraction


Reliability - The Service Promise :Reliability - The Service Promise Organizational commitments Promises made via advertising, marketing, policies, contracts, etc. Common Expectations Customer expectations are often based on assumptions and past experience Personal Promises Others (Distributor, Sales forces) to customer promises Often the challenge is to reshape customer expectations. And you are to do this as and where needed.


Assurance & Tangibles :Assurance & Tangibles Assurance Factor Product Knowledge & Company Knowledge Listening Skills – Active listening skills Communications Skills - includes verbal and written (in-person, phone, and email service) Problem-Solving Skills Tangibles Take pride in your environment, yourself, your workspace and any forward-facing delivery mechanisms (all the ways)


Empathy & Responsiveness :Empathy & Responsiveness Empathy Recognize the Emotional State of the Customer; validate their feelings Treat each person as an individual Responsiveness Respond quickly Set Expectations – deliver on those expectations Research shows that the most frustrating part of waiting is not knowing how long the wait will be.


Practices for good Customer Service :Practices for good Customer Service Practice Active Listening, to the point Questioning, etc. Case Studies & open discussions Practices of SOP.


Active Listening :Active Listening Pay attention to Content & Intent Ask great questions Use activities that hone questioning skills to the other person Limit distractions Don’t jump to conclusions Take notes and reflect information back Be prepared – use a Question Map/Flowchart Turn off your own worries


5 Forbidden Phrases :5 Forbidden Phrases Forbidden Phrase . . . Replacement . . . I don’t know . . . “Good Question, let me look into that for you.“ We can’t . . . “That’s a tough one, let’s see what we can do” (find an alternative) You’ll have to . . . ”Here’s how we can help you with that.” Hang on a second, I’ll be right back. . . “I’ll need to ask an associate to be sure, are you able to wait while I check into it?” No . . . Find a positive alternative. “We are all out of stock, but we can give you a similar product at the same price.”


Questions? :Questions? Md. Mainul Islam Khan trg6@prangroup.com