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1
Excelling at Customer ServiceTeam Freudian; MG 351
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What is excellent customer service?
• Excellent customer service is the ability of an organization to consistently exceed the customer's expectations (Customer Service 2009)
• Before, during and after the sale!
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Why is customer service important?
• Only 4% of customers bother to tell a company something is wrong
• The rest defect when the next opportunity comes along
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Why is customer service important?
• It costs 6 to 10 times more to acquire a new customer rather than to keep an existing customer
• The impact of poor customer service is HUGE!
(Business 2000)
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Know the Customer
• Put yourself in their shoes• Understand the perspective
• Their perception is reality. • Know their needs and expectations
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Be Caring
• Customers don't care how much you know until you show how much you care.
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A customer service example
• A man is traveling and wants to send purchases to his home. He speaks to the hotel concierge...
...here are two scenarios:
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A customer service example
• Concierge #1: “The post office is around the corner. I estimate it will cost you $11.00.”
• Concierge #2: “I’ll be happy to package them up and drop them off at the carrier of your choice. Since you have additional travel, I will send them out in 3 days to ensure you are home to receive them. Now, let’s pick a carrier…”
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A customer service example
• Would you agree that choice #2 could earn this customer for life?
• Concierge #2: “I will be happy to package them up and drop them off at the carrier of your choice. Since you have additional travel, I will send them out in 3 days to ensure you are home to receive them. Now, let’s select a carrier…”
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Complaints
• WELCOME them• It’s one good thing to find out what
you could be doing better• Make it easy for customers to complain
• Online complaint forms• Complaint cards in common areas• Publicized phone number for complaints
(Center 2000)
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Positive Attributes
• Friendly – smile, be warm and caring• Accurate – do it right the first time• Accountable – resolve problems fast
or follow-up if needed• Simplicity – make it easy for the
customer• Respect – be grateful for their
business, lookout for their interest
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Checks and Balances
o Are you as good as you think you are?oConstantly check up on yourself.oMeasure against the competition. oSurvey your customers. oResearch your industry trends. o Evaluate yourself continually
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Know the Competition
• Know who else is out there after your customer's business.
• Know their strengths and weaknesses. • Know how you measure up against
them and where you outshine them.
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Communication
• Effective communication:
• strong greetings and handshakes • good eye contact
• ask questions
• listen actively
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Communication
• Two thirds of all dissatisfied customers are unhappy because of poor communication.
• Never assume your customer understands you.
• A confused customer is not a customer for long.
(Body 2009)
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Be Competent
• Show that you have what it takes. Customers will put their trust in people, they believe can do the job.
• Take ownership when a problem occurs, even if it's not your fault.
(Seigel 2009)
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Reading the Customer
• Listen to their tone• Are they really happy? Sometimes they say yes
even when they’re not.
• Check their body language• Gestures• Facial expressions
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Good Gestures
• Relaxed breathing • Hands in front of the body with the
palms held upright • Good eye contact • Nodding affirmatively • Smiling
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Bad Gestures
• A hand over the mouth • Moving around a lot in a chair • Playing with things • Yawning • No eye contact
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Reality Check
• Is the body language consistent with the verbal message?
• Body language is subject to interpretation
• Test your hunch and ask them if they are really satisfied!
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Conclusion
• This concludes the training presentation Excelling at Customer Service!
• Please proceed to the Post AssessmentPost Assessment• Click herehere for works cited.