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Customer Service WorkshopCustomer care for trade associations
Management Communication Training
www.communicatingeu.com
© Management Communication Training 2013
Workshop purpose
Trade associations are like any customer driven organisation and need to provide quality customer service.
Customer Service standards
We have all heard the quote “the customer is always right” but what systems do we have in place to be able to manage customer expectations and to provide consistently high customer care?
1. What is the value of total quality customer service?
2. What standards should our customers expect?
3. Customer service procedures for associations – what standards should we set?
The outcome of this module will be to gain agreement from secretariat staff on a set of procedures that will work effectively.
© Management Communication Training 2013
© Management Communication Training 2013
Background
Most of us instinctively have negative reactions to complaints, whether these are internal (from co-workers, employees or managers) or external (from customers). And if the complaint is about something we did or created, or someone that we are responsible for, we can often become defensive, or view the complaint as unjustified or not our fault.
© Management Communication Training 2013
Workshop contents
1. Customer service - quiz
2. Background - How is your organisation positioned?
3. Procedures and systems
4. Behaviours – how to respond to and give feedback to customers
5. Applying this to the secretariat
© Management Communication Training 2013
Roadmap
1. What sort of organisation are you?
2. Where are you positioned?
Procedures and systems
3. What is high level customer care?
4. What are your members’ expectations?
Behaviours
5. Customer services orientation
6. Customer service response
© Management Communication Training 2013
Customer service quiz
• Examine the examples. How do you rate the level of customer service?
Excellent
Sufficient
Marginal
Unacceptable
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Background
How is the organisation positioned?
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Where are you positioned?
High CompetitionLots of other
players
Constant battle for market share
Customers not loyal
High number of disruptive innovators
New entrants
Low or switching
costs
Need to invest in customer
loyalty
Monopoly
No competitors
Market share
assured
Highly specialised
or niche market
Low level of innovation
Low or no switching
costs
‘State run’ culture
Customers loyal
© Management Communication Training 2013
Procedures and systems
The infrastructure that you have in place to deliver high levels of
customer care
© Management Communication Training 2013
High level customer care
Principles
1. Services are mapped with customer in mind
2. Various tools to consult / listen to customers on regular basis
3. Spend money and time on resources
4. Evaluate / review the levels – then review and refine procedures
5. Train staff on regular basis.
6. Reward and hold staff accountable
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How structures are planned
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A hotel’s processes
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What are your members’ expectations?
• What degree of service do they feel is their entitlement?
• What resources are needed to meet / exceed their expectations?
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Behaviours
How do we conduct effective customer care?
© Management Communication Training 2013
Customer service orientation
• Customer Service Orientation is the willingness and ability to give priority to customers and stakeholders by delivering high quality services which meet their needs.
• Always works closely with customers, developing an independent view of their needs and acting in their long-term interest. Moves customer thinking forward, helping them understand issues beyond their day-to-day work.
© Management Communication Training 2013
Identifying new opportunities
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Customer service response
• It may seem counter-intuitive, but a business owner’s ability to effectively deal with customer complaints provides a great opportunity to turn dissatisfied customers into active promoters of the business
© Management Communication Training 2013
Customer Service Response
1. Listen carefully to what the customer has to say, and let them finish.
2. Ask questions in a caring and concerned manner.
3. Put yourself in their shoes.
4. Apologize without blaming.
5. Ask the customer, "What would be an acceptable solution to you?“
6. Solve the problem, or find someone who can solve it— quickly!
Management Communication Trainingwww.communicatingeu.com
© Management Communication Training 2013
If you would like more information about this workshop and how it could be applied to your organisation please contact us on [email protected]
For more information about our training courses
http://communicatingeu.com/
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Management Communication Trainingwww.communicatingeu.com
