3/22/2013

1

Presented by Jules Keith-Le Learning and Development

Human Resources Department

LEARNING OBJECTIVES

Define “Customer Service”

Identify the difference between internal and external customers

Explore techniques for delivering excellent customer service

Examine the impact of unsatisfactory customer service

Share techniques for helping customers with complaints

Identify ways to communicate effectively and respectfully with

customers

WHEN YOU ARE THE CUSTOMER

3/22/2013

2

What Is Customer Service?

Any interaction that a person has with our

organization while they are conducting business

The ability of the organization’s employee to

provide a service or product in the way it has

been promised

Treating customers with respect, individuality,

empathy and personal attention

Who Are Customers?

Customers are people who need your assistance

Customers are not an interruption to our daily job

function, but the purpose for that function

Customers are a part of our business, they are not

“outsiders”

Customers are the University’s biggest asset

Customers will go where they receive the best attention

Are the reason we have a job!!!

WHO ARE OUR CUSTOMERS?

3/22/2013

3

Internal Customers

External Customers

Types of Customers

Internal Customer

An individual or a group of people you

interact with and serve within the

organization

Example: IT, Food Service, Logistics, Human Resources,

Faculty, Students, Facilities and Housekeeping…

External Customer

Someone who comes to your organization for

products or services – the end customer

These customers depend on the timelines, quality,

and accuracy of your organization’s work

Example: Vendors

3/22/2013

4

Qualities Important to Customers

Accuracy

Friendliness

Timeliness

Efficiency

Courtesy

Honesty

Customer Service - GUEST

G - Greet the customer

U - Understand customer needs

E - Explain features and benefits

S - Suggest additional items

T - Thank the customer

Good Customer Service

Good customer service is when the customer

gets the treatment that meets their expectations

Customer Expectation Customer Reality

3/22/2013

5

Unsatisfactory Customer Service

Unsatisfactory customer service is when

customers receive treatment which is less than

their expectations

Customer Expectation Customer Reality

Excellent Customer Service

When YOU exceed the customer’s

expectations, Good Service becomes

Excellent Service!

Customer Expectation Excellent Customer Reality

Why Do Customers Leave?

3/22/2013

6

69%

9%

13%

9%

22%

Why Customers Leave?

Poor Service Better Prices Dissatisfaction Other

CUSTOMER SERVICE IMPACT FACTS

A typical dissatisfied customer will tell 8 to 10

people about their problem

7 out 10 unsatisfied customers will do business

with you again if you resolve their complaint in

their favor

If you resolve a complaint on the spot, 95%

will do business again

3/22/2013

7

Complaint Handling

Apologize for the customer’s negative

experience

Thank the customer for sharing the complaint

Listen actively and show interest

Show Empathy – Put yourself in the customer’s

place

Complaint Handling

Resolve that matter if it is within your control

Bring the matter to your supervisors attention

If the matter is not resolved, take down the customer’s

details (name, telephone number, address, account, etc) to

follow-up with them with a solution in a timely manner

Don’t take customer complaints personally!

3/22/2013

8

The Facts

A mistake has made the customer mad

Uncontrollable external issues may have aggravated the

matter

How to Handle the Situation

Let the customer finish talking – use ACTIVE LISTENING

Don’t Interrupt

Diffuse the anger before trying to solve the problem

The Angry Customer

The Facts

The customer wants more than you can realistically offer

They are not easily satisfied

How to Handle the Situation

Be firm yet polite

Be professional

Avoid being too docile but not rude

Accept that there will be some customers you cannot satisfy

The Demanding Customer

The Facts

The customer listens to you

Is quiet, meek, and extra polite

Will sound apologetic about their complaint

How to Handle the Situation

Listen carefully to what they have to say

Sound professional and don’t brush them aside

Gain their confidence and resolve their issue

The Passive Customer

3/22/2013

9

Smile

Make yourself presentable

Greet each customer as they enter your service area

Smile

Make eye contact

Be a good listener and show interest

Don’t chat with other staff when customers are around

Tips: In Person Customer Service

Can You Hear a SMILE?

Tips: Phone Customer Service

3/22/2013

10

CALL TO ACTION!

LEARNING OBJECTIVES

Define “Customer Service”

Identify the difference between internal and external customers

Explore techniques for delivering excellent customer service

Examine the impact of unsatisfactory customer service

Share techniques for helping customers with complaints

Identify ways to communicate effectively and respectfully with

customers

QUESTIONS?