Customer Service

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

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

Customer Service
You are among the growing group of people who have joined a service organization dedicated to meet needs of others. The expectations today are very high because customers expectations for service have increased tremendously

Reactions
What is often surprising is how long these

reactions last Good & bad customer care can arouse powerful 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 10 other people

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

Foundation of Customer Service

Customers are of two types:
Internal External

Foundation of Customer Service

Internal customer: Group of people you may serve within the organization.
External customer: someone who depends on the timeliness, quality, and accuracy of someone elses work. These are customers who come to your organization for some services or products. You are a customer of others within an organization and you also have customers.

Customer Service
What quality characteristics are important to your customers? Accuracy Friendliness Timeliness Efficiency Courtesy Honesty

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

Customer Service
Core service and Customer service
Core Service: is the service or product your

organization provides to its customers- your reason for being

Customer Service: includes all of the

interactions you have with a customer while you are conducting the business

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 good impression. A honest smile & full personal attention will work wonders even if material service breaks down.

In any Interaction
Human level (to fulfill current human needs)

Business level (to accomplish external purposes and objectives)

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 to jiggle the system to make it work for them. They dont want to hear No

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

Moments Of Truth
A moment of truth is any point in the

interaction during which the customer has an opportunity to gain an impression of the service provided by the company
Research has shown that it takes on

average 12 shining moments of truth to compensate for one dull moment of truth

Caring Responses
The Caring responses are skills that can be used all the time, not just when customers are upset. The four skills are:
Acknowledging Appreciating Affirming Assuring

Donts
Dont Forget

Dont Hesitate
I will try Unfortunately Free Discount

Sadly
We cant do that Just a second

Donts
I am afraid

I dont know
Cost problem Dont worry No problem But

You will have to

Its a policy

The Benefits of Good Customer Service

Personal 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

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 act quickly It costs 5-6 times more to attract new customers than to keep old ones

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

So Most Of All

Customers go elsewhere because the people they deal with are indifferent to their needs 68%.

The two types of Customer Service

Reactive Customer Service Proactive Customer Service

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

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

Winner/ Loser Tapes

LOSER TAPES There are so many customer problems The back room is disorganized WINNER TAPES The customer is the reason we are here How to organize the back room

Winner/ Loser Tapes

LOSER TAPES The customer just doesnt understand WINNER TAPES How can we use this information to gain revenue/ credibility by educating the customer Having lots to do make time fly

I have too much work to do

GUEST

G- Greet the customers U- Understand customer needs E- Explain features and benefits

S- Suggest additional items

T- Thank the customer

Three Styles of Communication

Aggressive communication:

Communication becomes aggressive when we stand up for our rights in such a way that the other persons rights are violated. It leads to a close down in communication.

Three Styles of Communication

Submissive communication:

When we use submissive communication we fail to stand up for our rights or we express them in a way that allows others to easily disregard them. It leads to win lose communication, where neither party is satisfied.

Three Styles of Communication

Assertive communication:

It involves standing up for our own rights in a way that it does not violate the rights of others.

Customer Service Attitude

Work as if money is not important,
Trust as if never been ditched, Dance as if nobody is watching, Love as if never been hurt..

Customer Service Attitude

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.

Customer Service Attitude

Customer Service is

80% Attitude & 20% Technique

What is Customer Service Attitude.?

Customer Service Attitude is the inherent ability to look at every interaction with the customer as an opportunity for customer delight and service excellence

Displaying Customer Service Attitude

Projecting Confidence
Thinking Positive Using Positive Language

Being Enthusiastic
Conveying Speed or urgency

Taking Ownership or accountability

Being Courteous

CONFIDENCE
Who has Confidence in himself will gain the confidence of others

Thinking Positive

Our beliefs fuel our actions. Positive beliefs lead to positive actions and negative beliefs lead to negative actions.

Using positive language!

The way you express yourself will affect whether your message is received positively or negatively

Conveying Speed or Urgency

Your problem is important

Taking Ownership

To the customer you are the Company

Courtesy
Please Politeness goes far yet costs nothing Thank you

A customer is not dependent upon us. We are dependent upon him for our living

A customer is not a cold statistic.

He is flesh and blood human being with emotions and prejudices just like our own

Best Model

B: Being the customer interaction Gauge mood Build rapport

E: Establish the customers agenda Ask open and closed ended questions Be quiet Listen actively Probe for specifics Paraphrase

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

When we learn to appreciate one anothers 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.

Good Customer Service rests on 3 Ps

People

Process

Product