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Attitudes of Customers Services
Prepared By
Rami Hassan
Part 1
Attitudes
The ProblemThe Problem
The problem is never how to get new innovative thoughts into your mind, but
how to get the old ones out Dee Hock,
VISA
Learning StyleLearning Style
Skill
Attitude
Knowledge
DefinitionDefinition AttitudeAttitude: The mental reaction towards external stimulators.
Behaviour:Behaviour: The Physical reaction towards external stimulators.
Habit Habit == Knowledge (what to do) + Skill ( How to do) + Desire (want to do)
Your AttitudeYour Attitude
The Positive attitude is the middle The Positive attitude is the middle point between two negative point between two negative
attitudesattitudes
Your AttitudeYour Attitude
Your Career success depends upon your technical skills and human relations skills.
Building good human relationships require a positive attitude.
YourYour AttitudeAttitude Changing your attitude does not mean you change your
personality.
It simply means that you think, feel and appear positive about the task on hand.
Having a good attitude makes everything else come easier!
The more you focus on the positive factors of your environment, the easier it is to remain positive.
The Circle of Concerns & The Circle of InfluenceThe Circle of Concerns & The Circle of Influence
Circle of Concerns
Circle of Influence
The Circle of Concerns & The Circle of InfluenceThe Circle of Concerns & The Circle of Influence
Circle of Influence
Circle of Concerns
The BestThe Best
Empathy – The ability to understand the mood of others Discipline – The ability to work systematically and
consistently Command – The ability to control a situation through
communication Responsibility – The ability to own a problem until it is
solved
The BestThe Best
Leadership: Directing and Moving your people into a common goal
Effectiveness: Doing the right thing.
Efficiency: Doing the thing right.
Efficacy: Doing the right thing right.
The Maturity Continuum in AttitudeThe Maturity Continuum in Attitude
Level 1. Dependence (The Attitude of You)
Level 2. Independence (The attitude of I)
Level 3. Interdependence ( The Attitude of We)
The Seven Habits of highly effective People
Steven Covey
EffectiveCommunication Skills
Definition Communication is: The art of speaking
effectively, and listening empathically.
N/B: Communication is emotional
Communication Model
Message Channel
Feedback
*Sender Encoding
Response
Receiver Decoding
Noise
Your Intra personal Communication
“If you are not able to communicate successfully
with yourself, how are you supposed to make it
with the strangers outside?”
Word of Wisdom
Perceptions
PERCEPTION is how you receive messages
from the world around you, arrange and
interpret those messages so that they mean
something to you.
SEE
DO THINK
What you see is what you get
The Rescue Cave
Your Interpersonal Communication
Word of Wisdom
“You do not live in an unjust world created by others….For the most part, you live in a world
created by your attitude”
Ken Standley
Principle of Communication
“Seek First To UnderstandThen To Be Understood”
Listening
Listening
Listening (To Understand)(Creative Listening Exercise)
The Science Of ListeningWhy do we listen?
Hearing isPhysiological*Listening isPsychological
Not really listening at all.
Ignoring
Not listening but trying to show the other person that he listens
Listening to some parts of the conversation
Paying attention on the words said
Has the intension to understand
PretendingSelectiveListeningAttentiveListeningEmpathicListening
Levels Of Listening
Listening Behaviors
Focus: when you are practicing focus, imagine that your lips are zipped. Try to listen as much as you can without interrupting the other person or be in a hurry to reply.
Reflect: It’s either done by words and body or by asking questions.
Summarize: restate what the other person has said to confirm your understanding.
“you can not truly listen to anyone and do anything else at the same time”
LISTEN
Focus
Summarize Reflect
Role Play
Active Listening Learn to listenLearn to listen
Great Listening is what enables you to talk to people with their own terms. Make sure that you maintain eye contact throughout. Make it clear to those who want to talk to you that you have blocked off your
time for their benefits. We can speak at a rate of over 100 words a minute, but we can listen
at more than twice that speed. We Were given two ears and one mouth because listening is twice as hard as
talking
Paradigm Shifting
In Most cases your empathic listening will drive you into a total paradigm shifting
Try and See!!!
The Seven Habits of Highly Effective peopleSteven R. Covey
SpeakingSpeaking
Speaking Behaviors (To Be Understood)
Perception Is Reality
Speaking Behaviors Organize: Determine the other’s needs Decide what results you want Plan key points
Express: Give a back ground on the topic State and support the idea Address the other’s concerns
Check: Check their understanding
Speak
Organize
Check Express
Listen
Speak
Action
Linking the Rings Role Play – Chess Movie
Non Verbal SignalsNon Verbal Signals In person In person
Tone of voice = 38%
Body language = 55%
words = 7%
On the phoneOn the phone
Tone of voice = 86%
Words = 14%
A Question to Answer
What is the shortest word in the English language that contains the letters: ABCDEF
FEEDBACK
The Sandwich Technique The Feedback process:
1. Give balanced feedback starting with positives
2. Give feedback at the appropriate time
3. Share The Problem
4. Criticize the performance not the performer.
5. Give feedback on thing that can be changed
6. Be specific
7. Check to ensure understanding.
Barriers Of Communication
Shyness Fear Careless Over Reacting Body language Unexpressive Tone of Voice Lack of Charisma
Lack of Appearance (Hygiene Problem)
Lack of Sense of Humor Lack of Self Confidence Not using Speaking Behaviors Inflexible Mind Insufficient General Knowledge
Part 2
Customer Service
What is Customer Service? The activities that support orders, including application, advice,
configuration, order processing, handling, post-sale communication
and special services. The primary objective of customer service is to
increase customer satisfaction, operational efficiency and customer
loyalty.
A series of activities designed to enhance the level Of Customer
satisfaction before, during, and after a purchase.
Importance of customer service in business life. It's the front image of any powerful organization and it's also a
function of an organization that interacts with customers, respond to inquiries or complaints.
Can also describe the positive attitude of an organization towards its client base, and taking active steps (as opposed to always Reacting) to improve product or service delivery.
The EquationThe Equation
Customer Service = Added ValueCustomer Service = Added Value
What is a Customer?
The person (s) next in line who receives your output. Whether the customers are internal or external to your organization, they use this output as an input to their work process (es). Almost anyone you interact with is a customer.
External Customer..
we are most familiar with external customers as an organization; we want to get new customers with whom we can do business and keep them
Keeping customers requires effortsKeeping customers requires efforts ? ?
You must listen to your customer
You must speak to your customer
You must continually provide an exceptional service to your customers
Internal Customer Internal customers are people or parts of the organization to
which we supply products and services. To be successful in our jobs we need our internal customers to be successful in
theirs. For Example, we all want the payroll department to be successful! However, if the payroll department is continually
attacked and not supported by the organization they will become de-motivated and less successful.
Internal Customer
If we see people in the business context as "Customers", this will have a positive impact on how we behave and
communicate. If we view people with whom we work as customers, and not subordinates or bosses, we will behave
and communicate with them differently.
What is A "CUSTOMER" for us?What is A "CUSTOMER" for us?
The one who pays us our salaries. To deliver our services to him in a way that exceeds his expectations, In order to reach his full satisfaction and delight.
Classify and categorize your customers.Classify and categorize your customers. The most important way to provide an excellent service is to
classify your customer, in order to deliver your services to him in the way that he likes.
(New customer, Occasional customer, Regular customer, Super User).
Also, you have to categorize your customer’s needs.
(Time-service-price).
Understanding your customer's business & cultureUnderstanding your customer's business & culture
Based on the previous point, to gain a wonderful communication and relationship with your customer, you need to study him by understanding his culture, his business needs and value
So you can talk the same language, and reach the target point:
(CUSTOMER SATISFACTION)
How to deal with a different type of Customers?How to deal with a different type of Customers?
First time Customer
Hesitated Customer
Angry Customer
Occasional Customer
Expert Customer
worried Customer
Happy customer
Super User
GOLDEN RULE Instead of giving all your customers the same
thing [s], how about redesigning your offering to suit specific groups of customers?
This way, you win the loyalty of your customer and make more money.
How to gain the Customer Loyalty?
The 1st rule for gaining the customer loyalty is to build a base of TRUST with him; Honesty is the most important point to deal with a customer.
The 2nd rule is to meet the customer needs and expectations, and always put yourself in his situation (happiness and anger).
How to gain the Customer Loyalty?
Feedback: keeping your customer aware of his business status, by providing him with the correct feedback, makes the customer feels relax, and using our services is an added value for his business.
Try to remember his special events (if it’s possible), and send him a greeting card.
How to WOW a Customer? Be proud of your work. Love what you do.
Learn everything about your business, so you can provide him an excellent service.
Help your colleagues serve their customers.
How to WOW a Customer? Ask for help when you are stuck.
Treat your customer just as you would like to be treated.
Your customer can tell you how good your service is. ASK!
How to WOW a Customer? Learn about your customer’s business.
Thank your customer whenever you have an opportunity
Set up a system to capture and review customer comments
How to WOW a customer? Say “I apologize” when the customer
complains.
If you can save your customer some money, just do it
Make every visit as a 1st time visit.
How to WOW a Customer?
Be Honest.Be Honest.
The ResultThe Result
The result of these steps is to create what we call!!!
A Magical Moment A Magical Moment
from the 1st visitfrom the 1st visit
Key Elements.* Greeting the customer:
Your greeting may be the first direct contact with a potential customer.
In person
Answering the phone
Taking messages.
Key Elements.
Say “Please “and “Thank you”
Say it
Write it
Show it
Key Actions* Avoid these Phrases
“No.”
I don’t know.”
“I Can’t.”
“We don’t do that.”
Key Actions• Avoid these Phrases
“It’s not my job.”
“You‘ll have to…”
“Why didn’t you…”
You should have…”
Four Questions to evaluate your job.
Do I treat customers differently?
Do I learn from my customers?
Do I keep my customers?
Do I organize around customers?
THE GOLDEN RULESTHE GOLDEN RULES
Instead of being interesting be interestedInstead of being interesting be interested
Listening to Customers is much better than Listening to Customers is much better than talking to themtalking to them
The meaning of Customer Satisfaction
The meaning of Customer Satisfaction
S
A
C T
U I
S S
T F
O A
M C
E T
R I
O
N
Satisfied Customers Customers will spend up to 10% more for the same
product with better service
Customers who receive good service will tell an average of 5-8 other people
82% of customers who complain and are satisfied quickly remain loyal.
Dissatisfied Customers
On average, twice as many people are told about poor service as they are about good service.
It is five times more expensive to attract a new customer than to keep an existing one.
Commitments !!!!
Is always the best way to reach
Customer Satisfaction
* Make Commitments
Work hard to manage the customer’s expectations.
Assures customer that action will be taken within a specific time frame.
Meet Commitments
A kept commitment BUILDS trust
A missed commitments DESTROYS trust
Attention!!!Attention!!!
The greatest danger for most of us is not that The greatest danger for most of us is not that our aim is too high and we miss it, but that it our aim is too high and we miss it, but that it
is too low and we reach itis too low and we reach it
MichelangeloMichelangelo
Suggestions
Questions
Wish you all the best of luck,,, Rami Hassan