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Customer service-some fundamentals
 

Customer service-some fundamentals

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    Customer service-some fundamentals Customer service-some fundamentals Presentation Transcript

    • Customer Service
      • Some Fundamentals
      • Shaun Corrigan
      • November 2009
    • Seen this before??
    • Because……
    • So, what is Customer Service?
      • How you interact with your customers –
      • BEFORE
      • DURING
      • and AFTER the transaction.
    • Being on par in terms of price and quality only gets you into the game….
      • YOUR Service WINS the game!
    • Customers – who are they?
      • Anyone who completes a transaction with you…….
      • EXTERNAL MARKET
      • and
      • INTERNAL MARKET
    • Customer Service is not a department – it’s an attitude!
      • Product Knowledge
      • Good Manners
      • ‘ Can do’ attitude – go the extra mile!
      • Personal Appearance
      • Eye contact
      • Smile
      • Helpfulness – when the customer wants it!
      • The entire organisation is part of the Customer Service Process!
    • Because trying this DOESN’T work with unhappy customers!
    • What do customers expect?
      • Reliability
      • Assurance
      • Tangibles
      • Empathy
      • Responsiveness
    • Reliability
      • Define the service / item required
      • What are the specifications and tolerances?
      • When are the delivery deadlines?
      • What guarantees are needed, pre- and post- service?
    • Assurance
      • Suitable levels of product knowledge for customer facing staff
      • Appropriate level of interrelation with customers e.g. friendly / courteous
      • Staff to appear confident, knowledgeable, trustworthy
    • Tangibles
      • Staff to wear correct attire – uniforms, formal, casual?
      • Staff to possess adequate linguistic skills
      • The work environment – is it tidy, clean - i.e. businesslike?
      • Letters, brochures, web pages – are they: clear, concise, user friendly, properly branded, spelt correctly?
    • Empathy
      • Are staff showing adequate and appropriate empathy and attention to customers?
      • DO THEY REALLY CARE?
    • Responsiveness
      • How quickly should you respond to customer requests?
      • If there is a problem, what is your complaints procedure?
      • Are staff fully trained in your complaints procedure?
      • AGREE A DEADLINE WITH THE CUSTOMER AND STICK TO IT!
    • In the final analysis…..
      • IT’S ALL DOWN TO YOU!
    • SHE’S BACK AND SHE’S ANGRY!!
    • What do customers NOT expect?
      • TO BE
      • IGNORED!
    • Or this will happen to your relationship….
    • Customer Service
      • Some useful tools…..
    • What is Customer Satisfaction?
      • How a product or service –
      • MEETS
      • EXCEEDS
      • or FAILS TO MEET customers’ expectations
    • Turning Difficult Customers into Happy Customers (1)
      • Assume the customer is telling the truth:
      • ‘ The customer is always right.’
      • NEVER argue with a customer
      • Be honest if you don’t know an answer to a question
      • Say ‘Sorry’, if appropriate
    • Turning Difficult Customers into Happy Customers (2)
      • Really LISTEN to the complaint – find out what it really is
      • Invite the customer to offer a solution
      • Try to offer what the customer wants (within your authority), or find someone who can
      • If your solution is unacceptable, explain clearly what will happen next and when
      • Make sure the response to the customer happens as and when promised!
    • Give them what they want…
      • Give your customers what they want, not what you think they want!
      • How?
      • ASK THEM!
    • Stop problems before they start…
      • Find out how happy your customers are with you.
      • How?
      • ONGOING FEEDBACK!
      • Learn from mistakes – even critical feedback is good feedback. LISTEN!
    • REMEMBER!
      • Most unhappy customers don’t want the stress of complaining
      • Perhaps 5% of unhappy customers will complain
      • Up to 95% of unhappy customers don’t complain –
      • YOU JUST NEVER SEE THEM AGAIN!!
    • A good attitude to practice ... and keep practising!!