Day2 Customerservice New 199

7/27/2019 Day2 Customerservice New 199

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Customer Service


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Customer Service

Objectives of the program:

Who is a customer Identify your customer- Internal and External

What quality characteristics are important for

Customer service How to create positive memorable experiences

for all customers


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Caring Customer Service

Outcomes of this module are:

Identify different kinds of customer

contact

Demonstrate and use Caring Responses

Create and use a series of Caring

Responses


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Customer Service

You are among the growing group of

people who have joined a service

organization dedicated to meet needs ofothers. The expectations today are very

high because customers expectations for

service have increased tremendously


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Reactions

What is often surprising is how long thesereactions last

Good & bad customer care can arousepowerful emotions

Benefits- remarkable or disastrous

Opportunity- retain/ lose customers & gain/

lose several more Research shows that someone who has had a

bad customer experience will tell at least 10other people


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Customer Service

Who are Customers?

People who receive my output

People who pay me

They are the reason why I do my job

People who want to avail my companys

services


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Foundation of Customer Service

Customers are of two types:

Internal

External


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Foundation of Customer Service

Internal customer:

Group of people you may serve within theorganization.

External customer:

someone who depends on the timeliness,

quality, and accuracy of someone elses work.These are customers who come to yourorganization for some services or products.

You are a customer of others within an

organization and you also have customers.


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Customer Service

What quality characteristics are importantto your customers?

AccuracyFriendliness

Timeliness

EfficiencyCourtesy

Honesty


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Why is Service so Difficult to

Define Accurately?

It is not tangible

It cant be measured/ weighed

It is more emotional than rational

You can sell it, but you cannot give a

customer a sample to take & show to

another

Having given it, the customer may not

have acquired anything


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Customer Service

Core service and Customer service

Core Service: is the service or product yourorganization provides to its customers- yourreason for being

Customer Service: includes all of theinteractions you have with a customer whileyou are conducting the business


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Service can be Divided into

two main types:

MATERIAL:

Price, Quantity, Quality, Type of equipment,Routines, Working method, Manning etc.

PERSONAL:

It is personal service which upgrades a

neutral impression about a service to a goodimpression.

A honest smile & full personal attention willwork wonders even if material service breaks

down.


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In any Interaction

Human level

(to fulfill current human needs)

Business level

(to accomplish external purposes and

objectives)


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Customer Service

The four things the Customer wants:

Friendly, caring service: Being interested

Giving information

Listening carefully

Answering questions

Warm friendly responses at all times especially

when customers are upset or have concerns

Flexibility: Customer want the person tojiggle the system to make it work for them.They dont want to hear No


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Customer Service

The four things the Customer wants: Problem resolution:

Business problems

Non-business problem

Recovery: If and when mistake is made,customer wants you to take care of it

quickly and to their satisfaction Apology

Fix it

Extra Step

Follow up


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Moments Of Truth

A moment of truth is any point in theinteraction during which the customer

has an opportunity to gain an

impression of the service provided bythe company

Research has shown that it takes onaverage 12 shining moments of truth

to compensate for one dull moment of

truth


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Caring Responses

The Caring responses are skills thatcan be used all the time, not just when

customers are upset. The four skills

are:

Acknowledging

Appreciating Affirming

Assuring


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Donts

Dont Forget Dont Hesitate

I will try

Unfortunately

Free

Discount

Sadly

We cant do that

Just a second


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Donts

I am afraid I dont know

Cost problem

Dont worry

No problem

But

You will have to

Its a policy


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The Benefits of Good

Customer ServicePersonal Benefits WIFM:

Less stress

Higher efficiency

More job satisfaction

Organizational Benefits:

Key to survival and success

Motivated teamwork

Cost effective

Adds to the company bottom line


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Some Startling Statistics

Only 4% of customers actually complain

For every complaint you receive there are

26 unattended

Around 75% of the complaining customers

will do business with you again, if you actquickly

It costs 5-6 times more to attract new

customers than to keep old ones


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Surprised?

Out of the entire customers you lost:

1% die

3% move away

9% go away for cheaper prices

19% are chronic customers

68% leave due to bad service


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So Most Of All

Customers go elsewhere because the

people they deal with are indifferent to

their needs 68%.


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The two types of Customer

Service

Reactive Customer Service

Proactive Customer Service


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Reactive Customer Service

Starts after receiving a complaint.

Moves on to solving the complaint.

Usually is a one time activity.

Basically we wait till the time complaints come.

Uncaring

Unresponsive

Uninvolved

Rude

In general, they under-deliver customer

service


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Proactive Customer Service

Starts at the time of customer making

the purchase

Makes buying a pleasant experience Reduces the waiting time

Delivers service more efficiently

Increases customer retention Lesser complaints

The Bottom Line- does wonders for

you and your company


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Winner/ Loser Tapes

LOSER TAPES WINNER TAPES

There are so many The customer iscustomer problems the reason we are

here

The back room is How to organizedisorganized the back room


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Winner/ Loser Tapes

LOSER TAPES WINNER TAPES

The customer just How can we use

doesnt understand this information togain revenue/

credibility by

educating the

customer

I have too much Having lots to do make

work to do time fly


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GUEST

G- Greet the customers

U- Understand customer needs

E- Explain features and benefits

S- Suggest additional items

T- Thank the customer


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Three Styles of

Communication

Aggressive communication:

Communication becomes aggressivewhen we stand up for our rights in

such a way that the other persons

rights are violated. It leads to a closedown in communication.


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Three Styles of

Communication

Submissive communication:

When we use submissivecommunication we fail to stand up forour rights or we express them in a waythat allows others to easily disregard

them. It leads to win losecommunication, where neither party issatisfied.


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Three Styles of

Communication

Assertive communication:

It involves standing up for our ownrights in a way that it does not violate

the rights of others.


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Customer Service Attitude

Workas if money is not important,

Trustas if never been ditched,

Danceas if nobody is watching,

Loveas if never been hurt..


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Thank you for calling Customer Service.

If you are calm and rational, press 1.

If you are a whiner, press 2.

If you are a hot head, press 3.


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Customer Service is

80% Attitude

&

20% Technique


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What is Customer Service

Attitude.?

CustomerService Attitude is the inherentability to look at every interaction with the

customer as an opportunity for customer

delight and service excellence


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Displaying Customer Service

Attitude

Projecting Confidence

Thinking Positive

Using Positive Language

Being Enthusiastic

Conveying Speed or urgency

Taking Ownership or accountability

Being Courteous


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CONFIDENCE

Who has Confidence in himself will gain

the confidence of others


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Our beliefs fuel our actions.

Positive beliefs lead to positive actions

and negative beliefs lead to negative actions.

Thinking Positive


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Using positive language!

The way you express yourself will affect

whether your message is received positively

or negatively


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Conveying Speed or Urgency

Your problem is important


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Taking Ownership

To the customer you are the Company


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Courtesy

Please

Politeness goes far yet costs nothing

Thank you


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A customer is not dependent upon

us.

We are dependent upon him for our living


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A customer is not a cold statistic.

He is flesh and blood human being with

emotions and prejudices just like our own


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Best Model

B: Being the customer interactionGauge mood

Build rapport

E: Establish the customers agenda

Ask open and closed ended questions

Be quiet

Listen actively

Probe for specifics

Paraphrase


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Best Model

S : Satisfy the customers needs.Generate more than one option

Consider the customers perspective

T: Thank the customer and verify the

next step

Thank the customer

Verify who will do what by when


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When we learn to appreciate oneanothers differences, we become more

willing to listen, more open to new ides

and more eager to grow.

Birds of different feathers come flocking to

us- we have to work together with them.


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Good Customer Service rests

on 3 Ps

People

ProductProcess

Documents

Day2 Customerservice New 199