Why My Horse Doesnt Smile


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Learn to serve your customers!!!

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Why My Horse Doesnt Smile

  1. 1. “ Why My Horse Doesn’t Smile?” A presentation by: Neelesh Kapoor
  2. 2. Why My Horse Doesn’t Smile? <ul><li>Presentation Coverage: </li></ul><ul><ul><li>The issues and concerns that restrict us to offer good customer service </li></ul></ul><ul><ul><li>Different ideas and better ways and means to deliver world class customer service </li></ul></ul><ul><ul><li>What do we need to do in order to make customer service a priority </li></ul></ul><ul><ul><li>How can we exceed customer’s expectations to make them remain loyal to our organization </li></ul></ul>
  3. 3. Why My Horse Doesn’t Smile? <ul><li>‘ Customer Service’ is the ONLY differentiator in today’s biz world </li></ul><ul><li>If we don’t take care of our customers, someone else will </li></ul><ul><li>Good quality customer service is a necessity to reinforce the earlier positive experience of customer </li></ul><ul><li>Our greatest asset is the customer! Treat each customer as if they are the only ones </li></ul><ul><li>Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong </li></ul>
  4. 4. Why My Horse Doesn’t Smile? <ul><li>Let your customer do selling for your organization </li></ul><ul><li>Good customer service builds great experience; customers tell each other about that. Word of mouth is really powerful </li></ul><ul><li>One customer, well taken care of, could be more valuable than $10,000 worth of advertising </li></ul><ul><li>Single most important thing to remember is that the result of a business is a satisfied customer </li></ul><ul><li>There is place in the world for any business that takes care of its customers – After the Sale </li></ul>
  5. 5. Why My Horse Doesn’t Smile? <ul><li>Customer – A few Definitions </li></ul><ul><li>A customer is someone who purchases or rents something from an individual or organization. </li></ul><ul><li>Any person, who defines needs or wants, justifies or pays for part or entire project, or evaluates or uses the results. </li></ul><ul><li>The person or business that buys from a business; a purchaser of goods or services. </li></ul><ul><li>“ Customer service is awareness of needs, </li></ul><ul><li>problems, fears and aspirations” </li></ul>
  6. 6. Why My Horse Doesn’t Smile? <ul><li>Characteristics of a Customer </li></ul><ul><li>A customer is someone: </li></ul><ul><li>Who has a ‘need’ or ‘want’ of a particular article. </li></ul><ul><li>Who can afford it, means who has enough ‘money’ to buy it. </li></ul><ul><li>Who has the ‘authority’ to decide the purchase. </li></ul><ul><li>“ A company without customer service will be a </li></ul><ul><li>company without customers” </li></ul>
  7. 7. Why My Horse Doesn’t Smile? <ul><li>Service – Some Definitions </li></ul><ul><li>Work done by a person or group that benefits another. </li></ul><ul><li>An act of help or assistance. </li></ul><ul><li>The act of managing the expectations of others. </li></ul><ul><li>“ One customer, well taken care of, could be more </li></ul><ul><li>valuable than $10,000 worth of advertising” </li></ul>
  8. 8. Why My Horse Doesn’t Smile? <ul><li>Customer Service – A few Definitions </li></ul><ul><li>Customer service is your ability to cater to the needs and the wants of your customers. </li></ul><ul><li>Customer service is your ability to constantly and consistently exceed the customer's expectations. </li></ul><ul><li>“ The goal as a company is to have customer service </li></ul><ul><li>that is not just the best, but legendary advertising” </li></ul>
  9. 9. Why My Horse Doesn’t Smile? <ul><li>Customer Service – Few simple rules </li></ul><ul><li>Always give people more than what they expect to get </li></ul><ul><li>I may not have the answer of all questions, but for my customer </li></ul><ul><li>I will find the answer he or she is looking for. I may not have the time, but I will make it. </li></ul><ul><li>“ Care stands for Customer Are Really Everything” </li></ul>
  10. 10. Why My Horse Doesn’t Smile? <ul><li>Customer Service – Pre-requisite </li></ul><ul><li>I know you have an impressive wardrobe. But of all the things you wear, your expression is the most important. </li></ul><ul><li>It is true, if someone remembers your suit and not your smile, you didn’t smile enough. </li></ul><ul><li>If you work just for money, you will never make it, but if you love what you are doing and you always put customer first, success will be yours </li></ul><ul><li>“ Everyone smiles in the same language” </li></ul>
  11. 11. Why My Horse Doesn’t Smile? <ul><li>Smile Always </li></ul><ul><li>Smile Always </li></ul><ul><li>Smile Always </li></ul><ul><li>Smile Always </li></ul><ul><li>Smile Always </li></ul><ul><li>“ A smile is a curve that sets everything straight” </li></ul>
  12. 12. Why My Horse Doesn’t Smile? <ul><li>Self Esteem </li></ul><ul><li>Do we respect our self? </li></ul><ul><li>Do we feel pride in what we are doing? </li></ul><ul><li>Do we have faith in our self and our abilities? </li></ul><ul><li>Do we feel confident of achieving all the goals we have set for our self? </li></ul><ul><li>“ Put all excuses aside and remember this: </li></ul><ul><li>YOU are capable” </li></ul>
  13. 13. Why My Horse Doesn’t Smile? <ul><li>Positive Self Esteem </li></ul><ul><li>Learn to welcome changes rather than fear them </li></ul><ul><li>Your self-image need not to be exaggerated </li></ul><ul><li>Positive self-esteem does not make you perfect </li></ul><ul><li>Failure is a stepping stone to success. Instead of blaming or repenting, you must try to find out alternative course of action. </li></ul><ul><li>“ Sooner or later, those who win are those </li></ul><ul><li>who think they can” </li></ul>
  14. 14. Why My Horse Doesn’t Smile? <ul><li>Communication </li></ul><ul><li>Verbal Communication </li></ul><ul><li>Speech – Tone and Pitch of Voice </li></ul><ul><li>Choice of Words </li></ul><ul><li>Non-Verbal Communication </li></ul><ul><li>Body Language </li></ul><ul><li>Eye Contact </li></ul><ul><li>Hand Gestures </li></ul><ul><li>Facial Expressions </li></ul><ul><li>“ The ill and unfit choice of words wonderfully </li></ul><ul><li>obstructs the understanding” </li></ul>
  15. 15. Why My Horse Doesn’t Smile? <ul><li>Communication </li></ul><ul><li>Tone of Voice </li></ul><ul><li>Do I speak too fast or too slow? </li></ul><ul><li>Do I have long pauses between two sentences? </li></ul><ul><li>Do I get appropriate words or do I repeat words already spoken? </li></ul><ul><li>How is my pronunciation? </li></ul><ul><li>Intonation </li></ul><ul><li>The SUN rises in the east – The pitch rises while saying SUN </li></ul><ul><li>The sun rises in the EAST – The pitch rises while saying EAST </li></ul><ul><li>“ I speak two languages, Body and English” </li></ul>
  16. 16. Why My Horse Doesn’t Smile? <ul><li>Communication - A few tips related to body language </li></ul><ul><li>Distance from others </li></ul><ul><li>Positioning of Head </li></ul><ul><li>Communication through eyes </li></ul><ul><li>Hand Gestures </li></ul><ul><li>“ The language of the body is the key that can unlock the soul” </li></ul>
  17. 17. Why My Horse Doesn’t Smile? <ul><li>Communication – Listening versus Hearing </li></ul><ul><li>Listening is a prerequisite for being an effective Customer Service Representative. </li></ul><ul><li>Listening helps in understanding the customer’s complaint and point of view </li></ul><ul><li>Listening is a prerequisite to maintain good relationships </li></ul><ul><li>” Most of us have been gifted with the ability to hear, but few of us have taken hearing and refined it into the art of listening” </li></ul>
  18. 18. Why My Horse Doesn’t Smile? <ul><li>Communication – Choosing your response </li></ul><ul><li>Newton’s Third Law of Motion: </li></ul><ul><li>“ When two or more bodies interact with each other their action and reaction act in the opposite direction.” Human beings are no different. To every action of ours, there is a reaction from the other person. Most of the time, this reaction is in the opposite direction. This is because everyone believes in their own point of view. </li></ul><ul><li>“ The first reaction to truth is hatred” </li></ul>
  19. 19. Why My Horse Doesn’t Smile? <ul><li>Communication – Choosing your response </li></ul><ul><li>In ‘Mahabharata’ when Arjuna asked Lord Krishna, “ Keshav, aap itne stithipragya kaise rah lete hein ”. It means: How can you be so undeterred in every situation, whether it is a moment of joy or sorrow. Krishna replied, “Because I always act”. An action is always controlled and appropriate whereas a reaction is uncontrolled and in most of the cases it is in the opposite direction, which may make it in appropriate. </li></ul><ul><li>“ Most of the successful people I've known are the ones who do more listening than talking” </li></ul>
  20. 20. Why My Horse Doesn’t Smile? <ul><li>Rephrasing </li></ul><ul><li>Rephrasing to clarify what you have said but could not be </li></ul><ul><li>understood as it was intended </li></ul><ul><li>&quot;What I meant to say was…“ </li></ul><ul><li>&quot;Let me rephrase that…“ </li></ul><ul><li>&quot;Let me put it in this way...“ </li></ul><ul><li>“ Don’t try to tell the customer what he wants. </li></ul><ul><li>If you want to be smart, be smart in the shower. </li></ul><ul><li>Then get out, go to work and serve the customer” </li></ul>
  21. 21. Why My Horse Doesn’t Smile? <ul><li>Rephrasing </li></ul><ul><li>Rephrasing to confirm that whatever you listened was the message customer wanted to communicate </li></ul><ul><li>&quot;You mean…&quot; </li></ul><ul><li>&quot;It seems to me you feel . . .“ </li></ul><ul><li>“ You seem to . . .“ </li></ul><ul><li>&quot;In other words . . .&quot; </li></ul><ul><li>“ Isn’t it really ‘customer helping’ rather than customer service? </li></ul><ul><li>And wouldn’t you deliver better service if you thought of it that way” </li></ul>
  22. 22. Why My Horse Doesn’t Smile? <ul><li>Telephone Etiquette </li></ul><ul><li>Speak clearly </li></ul><ul><li>Proper choice of words </li></ul><ul><li>Appropriate pitch of voice </li></ul><ul><li>Pleasant tone of voice </li></ul><ul><li>Do not eat anything or chew while talking over phone </li></ul><ul><li>“ The telephone is a good way to talk to people </li></ul><ul><li>without having to offer them a drink” </li></ul>
  23. 23. Why My Horse Doesn’t Smile? <ul><li>Telephone Etiquette - How to answer the Phone calls </li></ul><ul><li>Pick-up all incoming calls before the third ring </li></ul><ul><li>Your voice should reflect warmth and enthusiasm </li></ul><ul><li>Pronounce the words clearly, be audible, speak slowly but clearly </li></ul><ul><li>Avoid using words, ‘OK’ or ‘No problem’, instead use words, ‘Certainly’ or ‘Sure’ </li></ul><ul><li>Avoid using fillers, ‘uh huh’, ‘um’, or phrases ‘you know’ </li></ul><ul><li>Instead of saying, &quot;I don't know&quot; say, &quot;Let me find out what can I do for you.“ </li></ul><ul><li>“ Greet all callers professionally </li></ul><ul><li>with a smile on your face” </li></ul>
  24. 24. Why My Horse Doesn’t Smile? <ul><li>Telephone Etiquette - How to answer the Phone calls </li></ul><ul><li>Listen attentively, instead of ignoring, must seek clarification </li></ul><ul><li>Return all calls received in your absence at the earliest </li></ul><ul><li>Avoid using speaker phone. Use it only when someone else is required to respond to the customer’s query/complaint </li></ul><ul><li>Always keep a notepad, pen or pencil with you </li></ul><ul><li>Before hanging up the call, you must thank the customer </li></ul><ul><li>“ God gave you a gift of 86,400 seconds today. </li></ul><ul><li>Have you used one to say, thank you” </li></ul>
  25. 25. Why My Horse Doesn’t Smile? <ul><li>Creating Rapport: Greeting </li></ul><ul><li>“ Atithi Devo Bhavah” (A guest is equivalent to God) </li></ul><ul><li>Tips for Developing Rapport </li></ul><ul><li>Encourage the customer to talk </li></ul><ul><li>Disagree without being disagreeable </li></ul><ul><li>Have patience </li></ul><ul><li>“ A person without patience is a lamp without oil” </li></ul>
  26. 26. Why My Horse Doesn’t Smile? <ul><li>Querying the customer </li></ul><ul><li>Query versus Interrogation </li></ul><ul><li>What and when to query a customer </li></ul><ul><li>Courtesy in querying while asking customer any question, use the word, ‘Please’. </li></ul><ul><li>“ Ma’am, can you ‘PLEASE’ tell me if you have…..” </li></ul><ul><li>“ Sir, ‘PLEASE’ tell me the date when this problem occurred.” </li></ul><ul><li>“ Ma’am, may I request you to ‘PLEASE’ inform me about…” </li></ul><ul><li>“ If you mean to profit, learn to PLEASE” </li></ul>
  27. 27. Why My Horse Doesn’t Smile? <ul><li>Handling Difficult Customers </li></ul><ul><li>Uninformed </li></ul><ul><li>Well-informed </li></ul><ul><li>Anxious </li></ul><ul><li>Friendly </li></ul><ul><li>Egoistic or High-Headed </li></ul><ul><li>Informal </li></ul><ul><li>“ Customer complaints are the schoolbooks from which we learn” </li></ul>
  28. 28. Why My Horse Doesn’t Smile? <ul><li>Handling Complaints </li></ul><ul><li>Always put yourself in the customer’s shoes </li></ul><ul><li>Accept that if a customer is angry with you or your organization, there must be a problem </li></ul><ul><li>Acknowledge their problem, show genuine concern to resolve it. </li></ul><ul><li>The customer may get angry or annoyed during conversation; but you maintain your cool. </li></ul><ul><li>When unable to resolve the issue; must refer it to the concerned authorities </li></ul><ul><li>“ Courtesy is a small act but it packs a mighty wallop” </li></ul>
  29. 29. Why My Horse Doesn’t Smile? <ul><li>Handling Stressful Situations </li></ul><ul><li>Positive Stress </li></ul><ul><li>What can stress do? </li></ul><ul><li>How to deal with stress? </li></ul><ul><li>Prevent stress </li></ul><ul><li>Share your stress </li></ul><ul><li>Spend time with self </li></ul><ul><li>Know your limits </li></ul><ul><li>Have a sense of humor </li></ul><ul><li>Make to – do list </li></ul><ul><li>Cooperation versus Confrontation </li></ul><ul><li>Cry sometimes </li></ul>
  30. 30. Why My Horse Doesn’t Smile? <ul><li>Follow-up </li></ul><ul><li>If we follow-up on the issues faced by customers, it gives them an assurance that you are taking interest in resolving their problem </li></ul><ul><li>Follow-up makes a customer feel delighted rather than being just a satisfied customer. </li></ul><ul><li>We fail to follow up if we lose our sensitivity towards the customer’s issue. Empathize with the customers. </li></ul><ul><li>Whatever may be the outcome of the follow-up, it must get communicated to the customer within the stipulated time. </li></ul><ul><li>“ Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong” </li></ul>
  31. 31. Why My Horse Doesn’t Smile? <ul><li>Published by: VIVA Books Pvt. Ltd. </li></ul><ul><li>(121 pages, ISBN 978-81-309-1263-9) </li></ul>4737/23 Ansari Road, Daryaganj, New Delhi - 02, India, (9111-42242200) [email_address] 215-216, New Apollo Estate, II Floor, Mogra Lane, Andheri (E), Mumbai 400 069 [email_address] Jamal Fazal Chambers, 26 Greams Road, Chennai - 06 [email_address] B 103 Jindal Towers, 21/1A/3 Darga Road, Kolkata [email_address] 7, Sovereign Park Apts. 56-58, K.K. Road, Basavanagudi, Bangalore 560 004 [email_address] 101-102, Moghal Marc Apts. 3-4-637 to 641, Narayanguda, Hyderabad 500 029 [email_address]
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