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Customer service Management

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  • 1. Customer ServiceCustomer Service ManagementManagement DESINGED BY Sunil Kumar Research Scholar/ Food Production Faculty Institute of Hotel and Tourism Management, MAHARSHI DAYANAND UNIVERSITY, ROHTAK Haryana- 124001 INDIA Ph. No. 09996000499 email: skihm86@yahoo.com , balhara86@gmail.com linkedin:- in.linkedin.com/in/ihmsunilkumar facebook: www.facebook.com/ihmsunilkumar
  • 2. Customer ServiceCustomer Service Objectives of the program:Objectives of the program:  Who is a customerWho is a customer  Identify your customer- Internal and ExternalIdentify your customer- Internal and External  What quality characteristics are important forWhat quality characteristics are important for Customer serviceCustomer service  How to create positive memorable experiencesHow to create positive memorable experiences for all customersfor all customers
  • 3. Caring Customer ServiceCaring Customer Service Outcomes of this module are:Outcomes of this module are:  Identify different kinds of customerIdentify different kinds of customer contactcontact  Demonstrate and use Caring ResponsesDemonstrate and use Caring Responses  Create and use a series of CaringCreate and use a series of Caring ResponsesResponses
  • 4. Customer ServiceCustomer Service You are among the growing group ofYou are among the growing group of people who have joined a servicepeople who have joined a service organization dedicated to meet needs oforganization dedicated to meet needs of others. The expectations today are veryothers. The expectations today are very high because customers expectations forhigh because customers expectations for service have increased tremendouslyservice have increased tremendously
  • 5. ReactionsReactions  What is often surprising is how long theseWhat is often surprising is how long these reactions lastreactions last  Good & bad customer care can arouseGood & bad customer care can arouse powerful emotionspowerful emotions  Benefits- remarkable or disastrousBenefits- remarkable or disastrous  Opportunity- retain/ lose customers & gain/Opportunity- retain/ lose customers & gain/ lose several morelose several more  Research shows that someone who has had aResearch shows that someone who has had a bad customer experience will tell at least 10bad customer experience will tell at least 10 other peopleother people
  • 6. Customer ServiceCustomer Service Who are Customers?Who are Customers?  People who receive my outputPeople who receive my output  People who pay mePeople who pay me  They are the reason why I do my jobThey are the reason why I do my job  People who want to avail my company’sPeople who want to avail my company’s servicesservices
  • 7. Foundation of Customer ServiceFoundation of Customer Service Customers are of two types:Customers are of two types:  InternalInternal  ExternalExternal
  • 8. Foundation of Customer ServiceFoundation of Customer Service Internal customer:Internal customer:  Group of people you may serve within theGroup of people you may serve within the organization.organization. External customer:External customer:  ““someone who depends on the timeliness,someone who depends on the timeliness, quality, and accuracy of someone else’s work.”quality, and accuracy of someone else’s work.” These are customers who come to yourThese are customers who come to your organization for some services or products.organization for some services or products.  You are a customer of others within anYou are a customer of others within an organization and you also have customers.organization and you also have customers.
  • 9. Customer ServiceCustomer Service What quality characteristics are importantWhat quality characteristics are important to your customers?to your customers?  AccuracyAccuracy  FriendlinessFriendliness  TimelinessTimeliness  EfficiencyEfficiency  CourtesyCourtesy  HonestyHonesty
  • 10. Why is Service so Difficult toWhy is Service so Difficult to Define Accurately?Define Accurately?  It is not tangibleIt is not tangible  It cant be measured/ weighedIt cant be measured/ weighed  It is more emotional than rationalIt is more emotional than rational  You can sell it, but you cannot give aYou can sell it, but you cannot give a customer a sample to take & show tocustomer a sample to take & show to anotheranother  Having given it, the customer may notHaving given it, the customer may not have acquired anythinghave acquired anything
  • 11. Customer ServiceCustomer Service Core service and Customer serviceCore service and Customer service  Core Service: is the service or product yourCore Service: is the service or product your organization provides to its customers- yourorganization provides to its customers- your “reason for being”“reason for being”  Customer Service: includes all of theCustomer Service: includes all of the interactions you have with a customer whileinteractions you have with a customer while you are conducting the businessyou are conducting the business
  • 12. Service can be Divided intoService can be Divided into two main types:two main types: MATERIAL:MATERIAL:  Price, Quantity, Quality, Type of equipment,Price, Quantity, Quality, Type of equipment, Routines, Working method, Manning etc.Routines, Working method, Manning etc. PERSONAL:PERSONAL:  It is personal service which upgrades aIt is personal service which upgrades a neutral impression about a service to a goodneutral impression about a service to a good impression.impression.  A honest smile & full personal attention willA honest smile & full personal attention will work wonders even if material service breakswork wonders even if material service breaks down.down.
  • 13. In any InteractionIn any Interaction Human levelHuman level (to fulfill current human needs)(to fulfill current human needs) Business levelBusiness level (to accomplish external purposes and(to accomplish external purposes and objectives)objectives)
  • 14. Customer ServiceCustomer Service The four things the Customer wants:The four things the Customer wants:  Friendly, caring service:Friendly, caring service:  Being interestedBeing interested  Giving informationGiving information  Listening carefullyListening carefully  Answering questionsAnswering questions  Warm friendly responses at all times especiallyWarm friendly responses at all times especially when customers are upset or have concernswhen customers are upset or have concerns  Flexibility: Customer want the person toFlexibility: Customer want the person to “jiggle” the system to make it work for them.“jiggle” the system to make it work for them. They don’t want to hear “No”They don’t want to hear “No”
  • 15. Customer ServiceCustomer Service The four things the Customer wants:The four things the Customer wants:  Problem resolution:Problem resolution:  Business problemsBusiness problems  Non-business problemNon-business problem  Recovery: If and when mistake is made,Recovery: If and when mistake is made, customer wants you to take care of itcustomer wants you to take care of it quickly and to their satisfactionquickly and to their satisfaction  ApologyApology  Fix itFix it  Extra StepExtra Step  Follow upFollow up
  • 16. Moments Of TruthMoments Of Truth  A moment of truth is any point in theA moment of truth is any point in the interaction during which the customerinteraction during which the customer has an opportunity to gain anhas an opportunity to gain an impression of the service provided byimpression of the service provided by the companythe company  Research has shown that it takes onResearch has shown that it takes on average 12 shining moments of truthaverage 12 shining moments of truth to compensate for one dull moment ofto compensate for one dull moment of truthtruth
  • 17. Caring ResponsesCaring Responses The Caring responses are skills thatThe Caring responses are skills that can be used all the time, not just whencan be used all the time, not just when customers are upset. The four skillscustomers are upset. The four skills are:are:  AcknowledgingAcknowledging  AppreciatingAppreciating  AffirmingAffirming  AssuringAssuring
  • 18. Dont’sDont’s  Don’t ForgetDon’t Forget  Don’t HesitateDon’t Hesitate  I will tryI will try  UnfortunatelyUnfortunately  FreeFree  DiscountDiscount  SadlySadly  We cant do thatWe cant do that  Just a secondJust a second
  • 19. Dont’sDont’s  I am afraidI am afraid  I don’t knowI don’t know  Cost problemCost problem  Don’t worryDon’t worry  No problemNo problem  ButBut  You will have toYou will have to  It’s a policyIt’s a policy
  • 20. The Benefits of GoodThe Benefits of Good Customer ServiceCustomer Service Personal Benefits :Personal Benefits :  Less stressLess stress  Higher efficiencyHigher efficiency  More job satisfactionMore job satisfaction Organizational Benefits:Organizational Benefits:  Key to survival and successKey to survival and success  Motivated teamworkMotivated teamwork  Cost effectiveCost effective  Adds to the company bottom lineAdds to the company bottom line
  • 21. Some Startling StatisticsSome Startling Statistics  Only 4% of customers actually complainOnly 4% of customers actually complain  For every complaint you receive there areFor every complaint you receive there are 26 unattended26 unattended  Around 75% of the complaining customersAround 75% of the complaining customers will do business with you again, if you actwill do business with you again, if you act quicklyquickly  It costs 5-6 times more to attract newIt costs 5-6 times more to attract new customers than to keep old onescustomers than to keep old ones
  • 22. Surprised?Surprised? Out of the entire customers you lost:Out of the entire customers you lost:  1%1% diedie  3%3% move awaymove away  9%9% go away for cheaper pricesgo away for cheaper prices  19%19% are chronic customersare chronic customers  68%68% leave due to bad serviceleave due to bad service
  • 23. So Most Of AllSo Most Of All Customers go elsewhere because theCustomers go elsewhere because the people they deal with are indifferent topeople they deal with are indifferent to their needs 68%.their needs 68%.
  • 24. The two types of CustomerThe two types of Customer ServiceService  Reactive Customer ServiceReactive Customer Service  Proactive Customer ServiceProactive Customer Service
  • 25. Reactive Customer ServiceReactive Customer Service Starts after receiving a complaint.Starts after receiving a complaint. Moves on to solving the complaint.Moves on to solving the complaint. Usually is a one time activity.Usually is a one time activity. Basically we wait till the time complaints come.Basically we wait till the time complaints come.  UncaringUncaring  UnresponsiveUnresponsive  UninvolvedUninvolved  RudeRude  In general, they under-deliver customerIn general, they under-deliver customer serviceservice
  • 26. Proactive Customer ServiceProactive Customer Service  Starts at the time of customer makingStarts at the time of customer making the purchasethe purchase  Makes buying a pleasant experienceMakes buying a pleasant experience  Reduces the waiting timeReduces the waiting time  Delivers service more efficientlyDelivers service more efficiently  Increases customer retentionIncreases customer retention  Lesser complaintsLesser complaints  The Bottom Line- does wonders forThe Bottom Line- does wonders for you and your companyyou and your company
  • 27. Winner/ Loser TapesWinner/ Loser Tapes LOSER TAPESLOSER TAPES WINNER TAPESWINNER TAPES There are so manyThere are so many The customer isThe customer is customer problemscustomer problems the reason we arethe reason we are herehere The back room isThe back room is How to organizeHow to organize disorganizeddisorganized the back roomthe back room
  • 28. Winner/ Loser TapesWinner/ Loser Tapes LOSER TAPESLOSER TAPES WINNER TAPESWINNER TAPES The customer justThe customer just How can we useHow can we use doesn’t understanddoesn’t understand this information tothis information to gain revenue/gain revenue/ credibility bycredibility by educating theeducating the customercustomer I have too muchI have too much Having lots to do makeHaving lots to do make work to dowork to do time flytime fly
  • 29. GUESTGUEST  G- Greet the customersG- Greet the customers  U- Understand customer needsU- Understand customer needs  E- Explain features and benefitsE- Explain features and benefits  S- Suggest additional itemsS- Suggest additional items  T- Thank the customerT- Thank the customer
  • 30. Three Styles ofThree Styles of CommunicationCommunication  Aggressive communication:Aggressive communication: Communication becomes aggressiveCommunication becomes aggressive when we stand up for our rights inwhen we stand up for our rights in such a way that the other personssuch a way that the other persons rights are violated. It leads to a closerights are violated. It leads to a close down in communication.down in communication.
  • 31. Three Styles ofThree Styles of CommunicationCommunication  Submissive communication:Submissive communication: When we use submissiveWhen we use submissive communication we fail to stand up forcommunication we fail to stand up for our rights or we express them in a wayour rights or we express them in a way that allows others to easily disregardthat allows others to easily disregard them. It leads to win losethem. It leads to win lose communication, where neither party iscommunication, where neither party is satisfied.satisfied.
  • 32. Three Styles ofThree Styles of CommunicationCommunication  Assertive communication:Assertive communication: It involves standing up for our ownIt involves standing up for our own rights in a way that it does not violaterights in a way that it does not violate the rights of others.the rights of others.
  • 33. Customer Service AttitudeCustomer Service Attitude  Work – as if money is not important,Work – as if money is not important,  Trust – as if never been ditched,Trust – as if never been ditched,  Dance – as if nobody is watching,Dance – as if nobody is watching,  Love – as if never been hurt………..Love – as if never been hurt………..
  • 34. Customer Service AttitudeCustomer Service Attitude ““Thank you for calling Customer Service.Thank you for calling Customer Service. If you are calm and rational, press 1.If you are calm and rational, press 1. If you are a whiner, press 2.If you are a whiner, press 2. If you are a hot head, press 3…….If you are a hot head, press 3…….
  • 35. Customer Service AttitudeCustomer Service Attitude Customer Service isCustomer Service is 80% Attitude80% Attitude && 20% Technique20% Technique
  • 36. What is Customer ServiceWhat is Customer Service Attitude……….?Attitude……….? ““Customer Service Attitude is the inherentCustomer Service Attitude is the inherent ability to look at every interaction with theability to look at every interaction with the customer as an opportunity for customercustomer as an opportunity for customer delight and service excellence”delight and service excellence”
  • 37. Displaying Customer ServiceDisplaying Customer Service AttitudeAttitude  Projecting ConfidenceProjecting Confidence  Thinking PositiveThinking Positive  Using Positive LanguageUsing Positive Language  Being EnthusiasticBeing Enthusiastic  Conveying Speed or urgencyConveying Speed or urgency  Taking Ownership or accountabilityTaking Ownership or accountability  Being CourteousBeing Courteous
  • 38. CONFIDENCECONFIDENCE ““ Who has Confidence in himself will gainWho has Confidence in himself will gain the confidence of others”the confidence of others”
  • 39. Our beliefs fuel our actions.Our beliefs fuel our actions. Positive beliefs lead to positive actionsPositive beliefs lead to positive actions and negative beliefs lead to negativeand negative beliefs lead to negative actions.actions. Thinking Positive
  • 40. Using positive language!Using positive language! The way you express yourself will affectThe way you express yourself will affect whether your message is received positivelywhether your message is received positively or negativelyor negatively
  • 41. Conveying Speed or UrgencyConveying Speed or Urgency Your problem is importantYour problem is important
  • 42. Taking OwnershipTaking Ownership To the customer you are the CompanyTo the customer you are the Company
  • 43. CourtesyCourtesy PleasePlease Politeness goes far yet costs nothingPoliteness goes far yet costs nothing Thank youThank you
  • 44. A customer is not dependent uponA customer is not dependent upon us……….us………. We are dependent upon him for our livingWe are dependent upon him for our living
  • 45. A customer is not a cold statistic.A customer is not a cold statistic. He is flesh and blood human being withHe is flesh and blood human being with emotions and prejudices just like our ownemotions and prejudices just like our own
  • 46. Best ModelBest Model  B: Being the customer interactionB: Being the customer interaction Gauge moodGauge mood Build rapportBuild rapport  E: Establish the customers agendaE: Establish the customers agenda Ask open and closed ended questionsAsk open and closed ended questions Be quietBe quiet Listen activelyListen actively Probe for specificsProbe for specifics ParaphraseParaphrase
  • 47. Best ModelBest Model  S : Satisfy the customer’s needs.S : Satisfy the customer’s needs. Generate more than one optionGenerate more than one option Consider the customer’s perspectiveConsider the customer’s perspective  T: Thank the customer and verify theT: Thank the customer and verify the next stepnext step Thank the customerThank the customer Verify who will do what by whenVerify who will do what by when
  • 48. When we learn to appreciate oneWhen we learn to appreciate one another’s differences, we become moreanother’s differences, we become more willing to listen, more open to new ideswilling to listen, more open to new ides and more eager to grow.and more eager to grow. Birds of different feathers come flockingBirds of different feathers come flocking toto us- we have to work together with them.us- we have to work together with them.
  • 49. Good Customer Service restsGood Customer Service rests on 3 P’son 3 P’s People ProductProcess
  • 50. DESINGED BY Sunil Kumar Research Scholar/ Food Production Faculty Institute of Hotel and Tourism Management, MAHARSHI DAYANAND UNIVERSITY, ROHTAK Haryana- 124001 INDIA Ph. No. 09996000499 email: skihm86@yahoo.com , balhara86@gmail.com linkedin:- in.linkedin.com/in/ihmsunilkumar facebook: www.facebook.com/ihmsunilkumar webpage: chefsunilkumar.tripod.com