Customer Service :Customer Service


Customer Service :Customer Service Objectives of the program: Who is a customer Identify your customer- Internal and External What quality characteristics are important for Customer service How to create positive memorable experiences for all customers


Caring Customer Service :Caring Customer Service Outcomes of this module are: Identify different kinds of customer contact Demonstrate and use Caring Responses Create and use a series of Caring Responses


Customer Service :Customer Service You are among the growing group of people who have joined a service organization dedicated to meet needs of others. The expectations today are very high because customers expectations for service have increased tremendously


Reactions :Reactions What is often surprising is how long these reactions last Good & bad customer care can arouse powerful emotions Benefits- remarkable or disastrous Opportunity- retain/ lose customers & gain/ lose several more Research shows that someone who has had a bad customer experience will tell at least 10 other people


Customer Service :Customer Service Who are Customers? People who receive my output People who pay me They are the reason why I do my job People who want to avail my company’s services


Foundation of Customer Service :Foundation of Customer Service Customers are of two types: Internal External


Foundation of Customer Service :Foundation of Customer Service Internal customer: Group of people you may serve within the organization. External customer: “someone who depends on the timeliness, quality, and accuracy of someone else’s work.” These are customers who come to your organization for some services or products. You are a customer of others within an organization and you also have customers.


Customer Service :Customer Service What quality characteristics are important to your customers? Accuracy Friendliness Timeliness Efficiency Courtesy Honesty


Why is Service so Difficult to Define Accurately? :Why is Service so Difficult to Define Accurately? It is not tangible It cant be measured/ weighed It is more emotional than rational You can sell it, but you cannot give a customer a sample to take & show to another Having given it, the customer may not have acquired anything


Customer Service :Customer Service Core service and Customer service Core Service: is the service or product your organization provides to its customers- your “reason for being” Customer Service: includes all of the interactions you have with a customer while you are conducting the business


Service can be Divided into two main types: :Service can be Divided into two main types: MATERIAL: Price, Quantity, Quality, Type of equipment, Routines, Working method, Manning etc. PERSONAL: It is personal service which upgrades a neutral impression about a service to a good impression. A honest smile & full personal attention will work wonders even if material service breaks down.


In any Interaction :In any Interaction Human level (to fulfill current human needs) Business level (to accomplish external purposes and objectives)


Customer Service :Customer Service The four things the Customer wants: Friendly, caring service: Being interested Giving information Listening carefully Answering questions Warm friendly responses at all times especially when customers are upset or have concerns Flexibility: Customer want the person to “jiggle” the system to make it work for them. They don’t want to hear “No”


Customer Service :Customer Service The four things the Customer wants: Problem resolution: Business problems Non-business problem Recovery: If and when mistake is made, customer wants you to take care of it quickly and to their satisfaction Apology Fix it Extra Step Follow up


Moments Of Truth :Moments Of Truth A moment of truth is any point in the interaction during which the customer has an opportunity to gain an impression of the service provided by the company Research has shown that it takes on average 12 shining moments of truth to compensate for one dull moment of truth


Caring Responses :Caring Responses The Caring responses are skills that can be used all the time, not just when customers are upset. The four skills are: Acknowledging Appreciating Affirming Assuring


Dont’s :Dont’s Don’t Forget Don’t Hesitate I will try Unfortunately Free Discount Sadly We cant do that Just a second


Dont’s :Dont’s I am afraid I don’t know Cost problem Don’t worry No problem But You will have to It’s a policy


The Benefits of Good Customer Service :The Benefits of Good Customer Service Personal Benefits WIFM: Less stress Higher efficiency More job satisfaction Organizational Benefits: Key to survival and success Motivated teamwork Cost effective Adds to the company bottom line


Some Startling Statistics :Some Startling Statistics Only 4% of customers actually complain For every complaint you receive there are 26 unattended Around 75% of the complaining customers will do business with you again, if you act quickly It costs 5-6 times more to attract new customers than to keep old ones


Surprised? :Surprised? Out of the entire customers you lost: 1% die 3% move away 9% go away for cheaper prices 19% are chronic customers 68% leave due to bad service


So Most Of All :So Most Of All Customers go elsewhere because the people they deal with are indifferent to their needs 68%.


The two types of Customer Service :The two types of Customer Service Reactive Customer Service Proactive Customer Service


Reactive Customer Service :Reactive Customer Service Starts after receiving a complaint. Moves on to solving the complaint. Usually is a one time activity. Basically we wait till the time complaints come. Uncaring Unresponsive Uninvolved Rude In general, they under-deliver customer service


Proactive Customer Service :Proactive Customer Service Starts at the time of customer making the purchase Makes buying a pleasant experience Reduces the waiting time Delivers service more efficiently Increases customer retention Lesser complaints The Bottom Line- does wonders for you and your company


Winner/ Loser Tapes :Winner/ Loser Tapes LOSER TAPES WINNER TAPES There are so many The customer is customer problems the reason we are here The back room is How to organize disorganized the back room


Winner/ Loser Tapes :Winner/ Loser Tapes LOSER TAPES WINNER TAPES The customer just How can we use doesn’t understand this information to gain revenue/ credibility by educating the customer I have too much Having lots to do make work to do time fly


GUEST :GUEST G- Greet the customers U- Understand customer needs E- Explain features and benefits S- Suggest additional items T- Thank the customer


Three Styles of Communication :Three Styles of Communication Aggressive communication: Communication becomes aggressive when we stand up for our rights in such a way that the other persons rights are violated. It leads to a close down in communication.


Three Styles of Communication :Three Styles of Communication Submissive communication: When we use submissive communication we fail to stand up for our rights or we express them in a way that allows others to easily disregard them. It leads to win lose communication, where neither party is satisfied.


Three Styles of Communication :Three Styles of Communication Assertive communication: It involves standing up for our own rights in a way that it does not violate the rights of others.


Customer Service Attitude :Customer Service Attitude Work – as if money is not important, Trust – as if never been ditched, Dance – as if nobody is watching, Love – as if never been hurt………..


Customer Service Attitude :Customer Service Attitude “Thank you for calling Customer Service. If you are calm and rational, press 1. If you are a whiner, press 2. If you are a hot head, press 3…….


Customer Service Attitude :Customer Service Attitude Customer Service is 80% Attitude & 20% Technique


What is Customer Service Attitude……….? :What is Customer Service Attitude……….? “Customer Service Attitude is the inherent ability to look at every interaction with the customer as an opportunity for customer delight and service excellence”


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


CONFIDENCE :CONFIDENCE “ Who has Confidence in himself will gain the confidence of others”


Slide 39:Our beliefs fuel our actions. Positive beliefs lead to positive actions and negative beliefs lead to negative actions. Thinking Positive


Slide 40:Using positive language! The way you express yourself will affect whether your message is received positively or negatively


Slide 41:Conveying Speed or Urgency Your problem is important


Slide 42:Taking Ownership To the customer you are the Company


Slide 43:Courtesy Please Politeness goes far yet costs nothing Thank you


Slide 44:A customer is not dependent upon us………. We are dependent upon him for our living


Slide 45:A customer is not a cold statistic. He is flesh and blood human being with emotions and prejudices just like our own


Best Model :Best Model B: Being the customer interaction Gauge mood Build rapport E: Establish the customers agenda Ask open and closed ended questions Be quiet Listen actively Probe for specifics Paraphrase


Best Model :Best Model S : Satisfy the customer’s needs. Generate more than one option Consider the customer’s perspective T: Thank the customer and verify the next step Thank the customer Verify who will do what by when


Slide 48:When we learn to appreciate one another’s differences, we become more willing to listen, more open to new ides and more eager to grow. Birds of different feathers come flocking to us- we have to work together with them.


Good Customer Service rests on 3 P’s :Good Customer Service rests on 3 P’s People Product Process