2. Basic Of Customer Service

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Customer Service - Full course

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Basic Of Customer Service:

Basic Of Customer Service By VanSight

COPYRIGHT 2009 VANSIGHT division of Synbiz Solutions Pvt Ltd:

COPYRIGHT 2009 VANSIGHT division of Synbiz Solutions Pvt Ltd 2 No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of VanSight Division of Synbiz Solutions Pvt Ltd. The information contained herein may be changed without prior notice. VanSight is trademark of Synbiz Solutions Pvt Ltd. All other product and service names mentioned and associated logos displayed are the trademarks of their respective companies. Data contained in this document serves informational and educational purposes only. The information in this document is proprietary to Synbiz Solutions Pvt Ltd. This product contains training material for English or Soft Skills or Personality Development. Synbiz assumes no responsibility for errors or omissions in this document. Synbiz does not warrant the accuracy or completeness of the information, text, graphics, links, or other items contained within this material. This document is provided without a warranty of any kind, either express or implied, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, or non-infringement.

Introduction:

Introduction If you provide service to customers, your words and behaviors are the tools you use to create a positive customer perception of you and the company you work for. Whether you are a novice working with customers or a seasoned pro, what you do and say will affect how customers see you. You can’t help it. Customers will form opinions, so you might as well learn how to create positive opinions. But you need to know how to do that. 3

What to anticipate? :

What to anticipate? That’s what this presentation will teach you about the techniques you can use when interacting with customers so they will walk away with positive feelings about the experience. You’ll learn about very specific things you can do or say in all kinds of customer interactions. You’ll learn how to deal with difficult customers. You’ll learn how to approach customers and how to get information from them so you can do your job. 4

What to anticipate? :

What to anticipate? You’ll learn to deal with customer service problems quickly, efficiently, and professionally. Best of all, the techniques here will fit your needs, whether you call center executive , serve burgers, staff the desk in a hotel, help people in health care environments, or even work in government. 5

Understanding What Customers Want :

Understanding What Customers Want The key to customer service is doing the right thing at the right time. To be able to choose the right techniques and to use them effectively, you have to understand what customers want. If you address these, you create positive customer perceptions about you and your company, which means fewer arguments fewer hassles and better customer relationships. Next slide has a list of the most important customer  wants and needs. 6

The List :

The List Problem solved effort Acknowledgment and understanding choices and options Positive surprises Consistency, reliability, and predictability value (not necessarily best price) reasonable simplicity Speed Confidentiality Sense of importance 7

Customer Service Tools and Techniques:

Customer Service Tools and Techniques There are tools and techniques for every trade and profession. Those in customer service are no different, although they use less tangible tools than carpenters and plumbers. The tools and techniques of effective customer service have to do with what employees say and do with reference to each customer. Top-notch customer service employees know how to use each specific tool and how to match tools to specific situations. When you understand the tools available and understand the basics of customer service from the introduction, you’ll be able to choose the right tools for each customer service “job.” 8

Customer Service Tools and Techniques:

Customer Service Tools and Techniques Above and Beyond the Call of Duty Acknowledge Customer’s Needs Acknowledge without encouraging Active Listening Admitting Mistakes Allowing Venting Apologize Appropriate Nonverbal Appropriate Smiles Arranging Follow-Up Assurances of Effort Assurances of Results Audience Removal Bonus Buyoff 9

Customer Service Tools and Techniques:

Customer Service Tools and Techniques Broken Record Closing Interactions Positively Common Courtesy Completing Follow-Up Contact Security / Authorities / Management Disengaging Distraction Empathy Statements Expediting Expert Recommendations Explain Reasoning or Actions Face-Saving Out Finding Agreement Points Finishing Off/Following Up Isolate/Detach Customer Leveling 10

Customer Service Tools and Techniques:

Customer Service Tools and Techniques Managing Height Differentials /Nonverbal Managing Interpersonal Distance Not Taking the Bait Offering Choices/Empowering Plain Language Preemptive Strike Privacy and Confidentiality Probing Questions Pros and Cons Providing Alternatives Providing a Customer Takeaway Providing Explanations Questioning Instead of Stating Referral to Supervisor Referral to Third Party 11

Customer Service Tools and Techniques:

Customer Service Tools and Techniques Refocus Setting Limits Some People Think That (Neutral Mode) Stop Sign-Nonverbal Suggest an Alternative to Waiting Summarize the Conversation Telephone Silence Thank-You's Timeout Use Customer's Name Use of Timing with Angry Customers Verbal Softeners Voice Tone—Emphatic When Question You're Right! 12

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