Delivering Service Excellence by Operational Excellence Consulting


Presentation Description

Training presentation on Delivering Service Excellence. Includes the approach to customer satisfaction as well as techniques and skills for delivering excellent customer service for various customer situations. To download this complete presentation, please go to:


Presentation Transcript

Program Objectives:

Program Objectives To instil customer service professionals the importance of providing quality service To equip customer service professionals with effective techniques and skills to provide quality service To manage and handle customer interactions and relationships Copyrights of all the pictures used in this presentation are held by their respective owners.

Program Outline:

Program Outline Introduction to quality customer service Managing myself Identifying customer condition and establishing rapport Determining customer needs and expectations Effective communication techniques Meeting and exceeding customer needs and expectations Satisfying customers in normal and difficult conditions NOTE: As this is a PREVIEW , only selected slides are shown. To download the complete presentation, please visit:

Introduction to Quality Customer Service:

Introduction to Quality Customer Service Rising customer expectations Customer service is an important aspect of doing business Customers are the reason for our existence Quality service as a competitive advantage The need to constantly create value for the customer and improve customer satisfaction

Behaviors that Turn-off Customers:

Behaviors that Turn-off Customers Apathy Brush-off Snobbish Pretentiously kind Rule-book Run around Different standards

The Difference Between Customer Service & Customer Satisfaction:

The Difference Between Customer Service & Customer Satisfaction Customer Service Customer Satisfaction Cause Effect

What Is Quality Customer Service?:

What Is Quality Customer Service? “The process of consistently communicating to every customer - whether it is an internal customer or external customer - that they are valued, and that their satisfaction is paramount to your organization.” Source:

Customer Satisfaction Approach:

Customer Satisfaction Approach APPROACH Identify Customer C ondition Establish Rapport Determine Needs & Expectations Meet Needs & Expectations Thank Follow-up CUSTOMER SERVICE SKILLS Self-Management Observation Listen Question Empathize Explain Personalize Adapt Recover Manage Interaction Conclude Interaction Open Interaction 1 3 2

Four Service Dimensions:

Four Service Dimensions

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

Observation Skills:

Observation Skills Helps us to identify customer conditions Observation includes: Watching body language Listening for what is said and how it is said Looking for cues that tell you what you’re seeing and hearing may not be in agreement

Customer Conditions:

Customer Conditions Condition (Emotional State) Comfortable Indecisive Demanding Angry Observation Smile Converse Relax Avoid Fidget Hesitate Demand Direct Assert Insult Argue Intimidate Response Appreciation Reassurance Clarity Action Validation

How to Establish Positive Rapport?:

How to Establish Positive Rapport? Greet the customer Smile Make eye contact Project a positive attitude Watch your sound and tone of voice, and body language Have a sense of urgency Personalize and adapt Thank the customer Follow up (if necessary)

Needs and Expectation:

Needs and Expectation Needs What a customer has to have More focused on job/technical dimension of interaction Expectation What a customer likes to have More focused on the people dimension or how I get what I need “Invisible report card”

4 Types of Questions:

4 Types of Questions Closed Open Fact-Finding Feeling-Finding

Empathy vs Sympathy:

Empathy vs Sympathy Empathy Acknowledge a person’s feelings and his/her right to feel that way Sympathy Agreeing with those feelings What are the negative consequences as a result of sympathizing with a customer?

Verbal & Non-verbal Communication:

Verbal & Non-verbal Communication

Effective Face-to-Face Communication Techniques:

Effective Face-to-Face Communication Techniques Focused attention Eye contact Body language Check your physical appearance Clear, concise messages Active listening Respect cross-cultural preferences Feedback

Two Parts of Personalizing:

Two Parts of Personalizing Demonstrating that you think about the customer as an individual Helps the customer know that the service was given by you or your organization instead of another service provider or competitor How can we personalize our service?

Two Kinds of Adapting:

Two Kinds of Adapting Adapting the organisation to make a better connection with the customer Adapting yourself to make a better connection with the customer

Customer Condition: Demanding:

Customer Condition: Demanding Need immediate action Expect you to do what they tell or ask you to do, now Our self-talk Be co-operative, efficient, confident and assertive Not defensive, competitive Make customer feel important Keeping customer informed

5-Step Recovery Skills:

5-Step Recovery Skills ACKNOWLEDGE the situation and the discomfort APOLOGIZE for the discomfort ACCEPT responsibility for helping the customer ADJUST to solve the problem ASSURE the problem has been solved

End of Preview:

End of Preview To download this entire PowerPoint presentation, please visit : Operational Excellence Consulting