CUSTOMER FOCUS Strengthening Customer Service · Strengthening Customer Focus Strengthen customer focus through quality service provision in order to increase productivity and build

CUSTOMER FOCUS Strengthening Customer Service

By: Prof. Anna K. Karani PhD Professor of Nursing University of Nairobi College of Health Sciences 23rd June, 2016 University of Nairobi ISO 9001:2008 1 Certified http://www.uonbi.ac.ke

CUSTOMER FOCUS

Strengthening Customer Service

By the end of this session, the participants are expected to: 1. State the importance of Customer focus 2. Explain the attributes - successful Customers service 3. Discuss Quality service for customer satisfaction

University of Nairobi ISO 9001:2008 2 Certified http://www.uonbi.ac.ke


Introduction For customer service we need to realize that: Every aspect of our transaction has an impact on customer service which also involve face-to-face customer contact. Customer Focus is in “ISO procedure 66” – which you can check later. Definition: – It is the ability to satisfy customers Ability to constantly and consistently exceed the customer's

expectations. University of Nairobi ISO 9001:2008 3 Certified http://www.uonbi.ac.ke


Types of Customers include: Internal a. Students b. Staff of University of Nairobi External a. Suppliers b. Stakeholders c. Collaborators d. Kenyatta National Hospital


CUSTOMER FOCUS Strengthening Customer Service Cont Purpose: Improvement of Customer Service :- Involves continuous improving service –Success is a

journey (Peters & Waterma,2004)

Maintaining customer satisfaction- consider needs of groups & individuals according to Stephen Covey, 2004 in the book Seven habits of highly effective people. e.g A leader who was concerned about lack of cooperation among his people. P.216 and 217 - read


CUSTOMER FOCUS :- Strengthening Customer Service Cont

Purpose Cont.

Improvement of Customer Service :-

It involves making a commitment to learning what customers' needs and wants are.

It requires developing action plan that help implement customer friendly processes.

Customer focus is very important because it contributes to the success of the University. University of Nairobi ISO 9001:2008 6 Certified http://www.uonbi.ac.ke

CUSTOMER FOCUS Strengthening Customer Service Cont

Purpose Cont.

Improvement of Customer Service :-

Strengthening Customer Service involves making a commitment to learn customers' needs and wants.

Then developing action plans for implementing customer friendly services.


CUSTOMER FOCUS Strengthening Customer Service Cont Purpose Cont. Improvement of Customer Service :- Customer focus is very important because it contributes

to the success of the University. It involves ensuring that all skills used to satisfy

customers are maintained and there is effective customer relations.

How do you do it ? Finance (Bursars’ office), Audit, Procurement ?



Attributes to successful Customers service

accessible, knowledgeable and courteous e.g

excellent listening skills e.g

willingness to compromise to reach a resolution

Strong speaking skills e.g speaking clearly & slowly,

maintaining a calm demeanor, even when customer becomes upset.



Provide current information to customers e.g.

Customers need to have the latest and accurate information about finance in the University of Nairobi policies.

Let customers provide feedback about the service they receive and let them suggest areas for improvement



Quality service for customer satisfaction: Improving Your Team’s Customer Service Skills

Direct interaction

Defined by your skill and quality

Team is often the face of the University

A strong team, you have great customer relationships e.g Meeting a smiling welcoming face and very friendly people is satisfying.



Quality service for customer satisfaction: Improving Your Team’s Customer Service Skills Always lookout for opportunities to improve customer

service. Ensure you improve all relationships. Productive work

people pay attention to relationships (Kolroutis,2004) Identifying new ways to serve customers. University of Nairobi ISO 9001:2008 12 Certified http://www.uonbi.ac.ke

CUSTOMER FOCUS Strengthening Customer Service Cont Quality service for customer satisfaction: Improving Your Team’s Customer Service Skills

Ensure Team has the right skills. People skills

translate into care skills which improve interaction

Identify customers’ needs. Build a culture of putting other people first.



1. Strengthen your customer service skills Empathy, patience and consistency – Handling customers

difficult, irate; hard questions; Talkative people (time wasters) is challenging. Most of you display those skills so you are a well selected team from my observation and experience.

Adaptability - handling surprises, customer’s mood and

adapting accordingly. willingness to learn and providing good customer service is an important skill.



communication: Be Clear, Use positive language, stay cheerful and the customers will be satisfied.

Work ethic: Time management skills, don’t spend too much with one customer, while others are waiting.

Knowledge: Stay informed, But don’t be afraid to say “I don’t know” honesty is important and people trust you more.



Improve interactions with customers:

Thick skin: keep the customer’s happiness in mind, accept blame or negative feedback, Is the customer’s always right? What do you think?

You may be fire fighting most of the times.



Customer service skills 2. Look at every touchpoint Have you had bad customer experience at any

time? If one is not careful, this can ruin your

relationship if not well handled. University of Nairobi ISO 9001:2008 17 Certified http://www.uonbi.ac.ke

CUSTOMER FOCUS Strengthening Customer Service Cont 3. Improve the customer interactions Identify a common ground–like shared interests listening to customers to feel heard. Clarify and

rephrase what the customers say Admit your mistakes, even if you discover them

before your customers do. This builds trust and confidence. , re-focus the customer’s attention and resolve the issue.


CUSTOMER FOCUS Strengthening Customer Service Cont Improve the customer interactions Follow-up - Make sure the issue is solved, Follow up e.g

with an email 4. Enhance your customer service Get personal. Customers want to feel like they have access

to you. Be available. Personal touch is making sure you are

accessible to customers. University of Nairobi ISO 9001:2008 19 Certified http://www.uonbi.ac.ke


4. Enhance your customer service

Be Personal - Don’t send customers away even if it is not office hours e.g lunch time

Cater for your customers needs - let them know they are appreciated

Create communities –Let your customers feel valued and important .


CUSTOMER FOCUS Strengthening Customer Service Cont 5. Make sure your staff are engaged Best customer service skills to be applied –

Reason: Dissatisfied employees are unlikely to come forward with their problems, that is why there is anonymous suggestion box.

6. Let customers provide feedback Whether it’s a phone, email etc to learn what needs improvement for satisfaction of customers University of Nairobi ISO 9001:2008 21 Certified http://www.uonbi.ac.ke


The Customer Service Skills 1. Patience - support people when they are confused and frustrated 2. Attentiveness - ability to really listen to customers 3. Clear Communication Skills - be cautious about how some of your communication habits to customers. Relay clearly to customers, keep it simple and leave nothing to doubt. 4. Knowledge - have deep knowledge of your customers.


The Customer Service Skills Cont.

5. Know your customers Use Positive Language

Encourage customer satisfaction

Use Language of persuasion to encourage positive perception for University of Nairobi.



The Customer Service Skills Cont. 6. Acting Skills - Avoid people likely to pull you down 7. Time Management Skills – spend more time with customers and when you cannot help a customer refer to someone else. 8. Ability to understand Customers - create a personal experience with customers. Look and listen for subtle clues about their current mood, patience level, personality. University of Nairobi ISO 9001:2008 24 Certified http://www.uonbi.ac.ke

CUSTOMER FOCUS Strengthening Customer Service Cont The Customer Service Skills Cont. 9. Calm Presence -Keeps their cool even under pressure 10. Goal Oriented Focus -allow plenty of freedom to handle customers 11. Ability to Handle Surprises - think on your feet 12. Persuasion Skills - need to have some mastery of persuasion to convince customers that our service is best. University of Nairobi ISO 9001:2008 25 Certified http://www.uonbi.ac.ke


The Customer Service Skills Cont. 13. Tenacity - Work ethic and a willingness to do what needs to be done providing the service 14. Closing Ability – - When one is able to end the conversation with satisfaction 15. Willingness to Learn - seek to improve Continuing Educational Development.

Any Questions or comments University of Nairobi ISO 9001:2008 26 Certified http://www.uonbi.ac.ke

CUSTOMER FOCUS

Strengthening Customer Focus

Strengthen customer focus through quality service provision in order to increase productivity and build good image for the University of Nairobi including CHS hence attract more & more customers for the World Class University.

References Convey. S.(2006) The speed of Trust. New York . Simon & Schuster Convey. S.(2004) The speed of Trust. New York . Simon & Schuster Koloroutis, M.(Ed.) (2004) Relationship Based Care. A model for transforming Practice.. Minneapolis . Creative Health Care Management. Peters. T & Waterman, R. (2004) In search of Excellence. America Best run Company. London: Haper Collins Business.


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CUSTOMER FOCUS Strengthening Customer Service · Strengthening Customer Focus Strengthen customer focus through quality service provision in order to increase productivity and build