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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. o Survey 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 (1 of 2)

• This concludes the training.• You have learned these important skills

for excellent customer service:• Different communication skills• Reading facial and body nonverbals• How to handle certain types of customers.

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Conclusion (2 of 2)

• Thank you for visiting Team Freudian’s Excelling at Customer Service web site!

• Please proceed to the Conclusion webpage at this time.

• Works cited are located on Citations webpage.

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Excelling at Customer Service

End