CUSTOMER SERVICE

BASICS IN CUSTOMER SERVICE

• There is only one boss – THE CUSTOMER• ALWAYS Listen to THE CUSTOMER!• ALWAYS be polite and respectful!• Create friendly communication • Create connection

What does Customer Service mean

Customer Service means to deliver qualitative product and services, which satisfy and exceed the needs and expectations of the customer and make him come again.

Good Customer Service means much more: Increased Sales, Happy employees, High moral.

Small Actions – Huge Results

• The customer is usually ready to spend at least 10% more for the same product with a better service

• When a customer receives good service he/she would share it with 10-12 people

• When the service is bad, it can be shared with up to 20 people

• There is a chance of 82% that the customer will buy from the same company when he/she is happy with the service

• The chance that the customer does not come back again, if he/she is unhappy is 91 %

• Often the question lies not that much in the offer itself but much more so in the way it is presented

Customer Service = Responsibility

Professional qualities for Customer Service:

• Friendly attitude, combined with politeness and respect• Understanding: the customer needs to feel, that his needs

and wishes are well understood• Adequacy: the customer wants to feel, that he receives

adequate attention and reasonable answers• Informativeness: the customer needs to be informed about

the services in logical and timely effective way• It is important that the service providers are informed

adequately. NEVER the answer should be “I do not know”!!!

There is only one “First impression”

• Always think about the needs of the customer• Show personal responsibility for the customer• Offer quick solution for the problem of the customer• Offer immediate assistance• Show sincerely friendly attitude• Use the customer’s name in the conversation• Speak with a pleasant voice tone• Show polite and attentive manners• Have pleasant appearance• Have a sincere SMILE

Factors provoking negative attitude

• Letting the customer wait• Not answering a phone call timely• Not using “Please” & “Thank you”• Talking loud or with a condescending tone with customers or

colleagues• Making faces, grumpy grimaces, distanced behavior, not smiling• Looking untidy or as you do not care much about your own

appearance• Apathetic or lifeless handshaking• Fulfilling another activity while speaking with or servicing a

customer

What should we always remember

• The Smile – the face expression determines the positive tone before the conversation has been even started

• Eye contact – always unostentatiously and pleasantly attempt to establish eye contact with the customer

• Appearance: personal hygiene and appearance play significant role for the impression we leave in the customer: dirty or badly kept hands, hair, ill breath or untidy clothing may lose otherwise satisfied customer

• Handshaking, when necessary should be professional and firm, but not too strong

• Attention – when listening to a customer lean slightly towards him/her and lightly nod to show that you follow the conversation

What should we always remember

• Tone of the voice – always speak with kind and friendly tone.

NEVER raise your voice due to anger! No matter how difficult or unpleasant the customer might be or behave.

• Hand articulation: use reaffirming hand gestures to support your words

• Private space – always leave adequate private space between yourself and the customer

• Body posture: The posture of the body has to show attention, friendly attitude and openness

• Observation: Observe how the customer behaves and what provokes his/her positive reactions while served

It is not about what you are saying, but the way you are saying it

• A flat tone of the voice tells the customer: “I do not like my job and prefer to be somewhere else”• The slow speaking speed tells: “I’m bored. Do not bother me with your problems!”• The quick speed of speaking says: “I’m agitated”• The high pitch of the voice says: “I’m angry and

aggressive”• Always speak with a friendly tone, moderate and

enthusiastically

10 Wrong vs. 10 Right AnswersWrong attitude Right attitude

I do not know! I will find out!

No! What I can do is...

That is not my business! Let me find for you the person, who can help you!

You are right – this is bad. I understand your position.

That is not my fault. Let’s see what we can do about that.

When do you want it? I will do my best.

Relax! My apologies!

I’m busy now. I will be with you in just a second.

Call again later. We will call back. Would you like to leave your telephone number.

The opposite. Actually...

In practice – serving the customer

• Listen• Express your sincere apology• Do not argue & do not interrupt• Do not loose calmness & self-control• Name the facts• Visualize the problem• Involve the customer in the solving process offering alternatives• Follow up • Leave an “open door” to the customer, in case he has been mistaken or

wrong• NEVER question the right of the customer

Problem solving

• Ask the necessary questions to find out complete information and fuller picture about the situation

• Find out what exactly the customer needs you to do for him• First explain what you can do and then carefully add what you

won’t be able to do• Discuss in detail all opinions and then take decision what

needs to be done• Undertake immediately this, that has been discussed• Check the result to assure yourself that the customer is

completely satisfied with the solution

Good Customer Service Examples

• The taxi driver, who opens the door for you• The IT-technician, who calls a week later to check if

everything with the repairs is fine• The car dealer, who calls a month later to check if

you are happy with the bought car• The guy from the gas station, who cleans your

windshield• The cable TV provider, who calls to check if you are

satisfied with the service

Principles we should follow

• Be on time, open on time, deliver on time• Keep your promises• Go the extra mile for your customers• Offer to your customers choices• Show empathy towerds upset customers• Treat your customers like THE MOST IMPORTANT

part of your business• Treat your colleagues the same way as your

customers

The benefits of the Good Customer Service for the company

• Lower fluctuation • Less complaints• Higher productivity• Better work environment• Higher profit

The benefits of the Good Customer Service for the employees

• Better self-awareness & self-control• Better work environment• Happier life out of work• Less complaints• Less stress• More returning business• More recommended business• Better reputation• Higher work ethics & moral