Customer Service
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Customer Service Module

Customer Service Module

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  • People who receive my outputPeople who pay meThey are the reason why “I do my job”People who want to avail my company’s services
  • Internal Customer- group of people you may serve within the organization External Customer- someone who depends on the timeliness, quality and accuracy of someone else’s work. These are customers who come to your organization for some services or products.
  • Good service is when the customer gets treatment that meets his/her expectationsBad Service is when customer gets treatmentwhich is less than his/her expectationsWhen the customer gets more than whathe/she expected or beyond his expectation,Good Service becomes Excellent Service
  • Excited, eager, passionate, whole hearted

Customer Service Presentation Transcript

  • 1. Customer Service Seminar
    Charrie Rose Dulay
    Magic Appliance Center
  • 2. House Rules
  • 3. Objectives
    • To refresh participants with the basic understanding of the different sets of knowledge and skills about customer service.
    • 4. To provide participants with a foundation that will guide them in deciding what is good for their customers.
    • 5. To equip the participants with added knowledge which they can use in business outside of MAC when the opportunity presents itself.
    • 6. To learn from each other.
  • Expectations
  • 7. Who are your Customers?
  • 8. Customers are of two types:
    Internal customer
    External customer
  • 9. SERVICE
  • 10. Why is SERVICE so Difficult to Define Accurately?
    It is not tangible
    It can’t be measured/ weighed
    It is more emotional than rational
    You can sell it, but you cannot give a customer sample to take & show to another
    Having given it, the customer may not have acquired anything
  • 11. Service can be divided into 2 main types:
    Material:
    Price, Quantity, Quality, Type of Equipment, Routine, Working method, Manning etc.
    Personal:
    It is personal service which upgrades a neutral impression about a service to a good impression.
  • 12. What is Customer Service?
  • 13. Self Assessment Activity
  • 14. Scoring:
    0-12 points: Bronze Level
    13-22 points: Silver Level
    23-30 points: Gold Level
  • 15. BRONZE
    Scoring at this level doesn’t mean that you don’t care about customers.
    You are a newcomer to service field. Still learning how to deal with customers
    You are a seasoned service provider but may have a little rusty on some of the basics that you once practiced.
    Job Suitability. People who just don’t enjoy dealing with customers or helping others. They just work better by themselves
  • 16. SILVER
    You have a solid understanding of basic but you are not using them consistently.
    On good days you give good service and on bad days you give bad service.
    Become more consistent with your attitude.
    It takes about 30days to form a new habit, so practice even you don’t feel like it.
    “ Ningas-Kugon” “Moody”
  • 17. GOLD
    Congratulations!
    You are a professional.
    You are ready for larger challenges.
    Train your co-worker and be contagious to others.
    Consider other perspective.
    Let people you know and trust evaluate you.
  • 18. Customer Service
    vs. Core Service
  • 19. Core Service vs. 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
  • 20. Customer Service
    Is the act of giving assistance.
    An avenue for current profitability
    It’s a brand!
    It is also about treating customers with respect, individuality, and personal attention
    Customer service is a function of how well an organization meets the needs of its customers
    A customer defines good customer service as how she perceives that an organization has delighted her, by exceeding to meet her needs.
  • 21.
    • A good customer service agent is
    • 22. one who has the right mix of head and a heart. One who enjoys his work and has the right attitude towards life. Of all the qualities ATTITUDE is the most important one.
  • What is Attitude?
    • Attitude is the way we perceive things and situations in our life.
    • 23. Attitude could be positive as well as negative.
    • 24. It is necessary to show a positive attitude while dealing with customers.
    • 25. Positive attitude brings confidence and energy into a person.
    • 26. Positive attitude help a person to cope stress and problems in a better way.
  • CARING RESPONSES
  • 27. The four skills are:
    1. Acknowledging
    2. Appreciating
    3. Affirming
    4. Assuring
  • 28. What Kind of
    Customer Service
    We are expected to provide?
  • 29. Good Customer ServiceBad Customer Service Excellent Customer Service
  • 30. Why Customer Service Matter ?
  • 31. Good customer service equals to:
    Commercial Survival
    Job security
    Good self-image
  • 32. Behavior that TURN-OFF Customers
  • 33. 1. APATHY
    Lack of enthusiasm or energy
  • 34. 2. Brush- Off
    To dismiss somebody abruptly
  • 35. 3. Snobby and pretentiously kind manner.
  • 36. 4.Rule-Book
    Dependent to a book or pamphlet containing rules of activity.
  • 37. 5.Run-Around
    To spend a lot of time to somebody
    6. Different Standards- whether exceeds or below
  • 38. The 7 Key Things The Customer Wants
    1.Quick Result
    2.Simple-Fast Transaction
    3.Personal Attention
    Qualities that are important to our customers:
    • Accuracy
    • 39. Friendliness
    • 40. Timeliness
    • 41. Efficiency
    • 42. Courtesy
    • 43. Honesty
  • 4. Friendly, caring service:
    • Being interested
    • 44. Warm friendly responses.
    5. Flexibility
    Customer want the person to “jiggle” the system to make it work for them. They don’t want to hear “No”
  • 45. 6. Problem resolution
    • Business problems
    • 46. Non-business problem
    7. Recovery
    If and when mistake is made, customer wants you to take care of it quickly and to their satisfaction
    • Apology
    • 47. Fix it
    • 48. Extra Step
    • 49. Follow up
  • Some Startling Statistics
    Only 4% of customers actually complain
    Around 75% of the complaining customers will do business with you again, if you act quickly
  • 50. Out of the entire customers you lost:
    1% die
    3% move away
    9% go away for cheaper prices
    19% are chronic customers
    Customers go elsewhere because the
    people they deal with are indifferent to
    their needs 68%.
    68% leave due to bad service
  • 51. G U E S T
    G- Greet the customers
    U- Understand customer needs
    E- Explain FFAB
    S- Suggest additional items
    T- Thank the customer
  • 52. CUSTOMER SERVICE is ?
    80 % attitude and 20 % technique
    a mixture of knowledge and skills
    reflects the whole corporate culture
    is not a smile campaign
  • 53. 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”
  • 54. Displaying Customer Service Attitude
    1. Projecting Confidence
    2. Thinking Positive
    3. Using Positive Language
    4. Being Enthusiastic
    5. Conveying Speed or urgency
    6. Taking Ownership or accountability
    7. Being Courteous
  • 55. CONFIDENCE
    “ Who has Confidence in himself will gain the confidence of others”
  • 56. THINKING POSITIVE
    Our beliefs fuel our actions.
    Positive beliefs lead to positive actions
    and negative beliefs lead to negative actions.
  • 57. USING POSITIVE LANGUAGE
    The way you
    express yourself
    will affect
    whether your message
    is received positively
    or negatively
  • 58. BEING ENTHUSIASTIC
  • 59. 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
  • 60. E X A M
  • 61. Customer Service
    is a mixture of
    KNOWLEDGE and SKILLS
  • 62. KNOWLEDGE
    reflects thorough knowledge of:
    The products or services you supply
    The external customers for those products and services
    The systems and procedures of your organization
    The network of internal customers with whom you work
  • 63. SKILLS
    reflects competence in certain essential skills
    Getting it right the first time
    Listening to customers
    Handling complaints in constructive way
    Being assertive when under pressure
    Communicating clearly
    Making it easier for your colleagues to help customer
  • 64. Customer Service
    reflects the whole corporate culture
  • 65. This reflects :
    Policies- clear corporate standards of quality behavior, linked to consistent marketing messages ( what the organization promises, it must be deliver!)
    Administrative Procedures- that does not sabotage the best effort of employees to be responsive to customers
    Management Style
  • 66. Customer Service is NOT a smile campaign !
    • The quality of
    WHAT you deliver
    and
    • The quality of
    HOW you deliver
  • 67. FACTS about CUSTOMERS…
    • There is only one boss. The Customer. And he can fire everybody in the company from the chairman down, simply by spending his money somewhere else.
    • 68. When the customer comes first, the customer will last.
    • 69. The golden rule for every business man is this: 'Put yourself in your customer's place.'‘
  • When we learn to appreciate one
    another’s differences,
    we become more
    willing to listen,
    more open to new ideas
    and more eager to grow.
  • 70. Turn Complaints Into Opportunities
  • 71. Benefits of Complaints
    Improved procedures
    Elimination of product defect
    More skillful customer service behavior
    Higher performance standards
    Customer- focused management
  • 72. Handling COMPLAINTS
    Appreciate/Thank the customer for sharing the complaint
    2. Apologize for the error / mistake / inconvenience.
    3. Listen actively and nod from time to time showing interest
    4. Show Empathy – Put yourself in the customer’s place
  • 73. Handling Complaints
    5.Resolve, if it is within your control.
    6.If not solved immediately, take down the customer’s details (name, telephone number, address) to contact with the solution
    7.Do follow up till the customer is satisfied
    REMEMBER: Don’t take customers’ complaints personally
  • 74. Responding to customers REQUEST
    Be sure to understand the question or request before responding.
    Be sure the information you provide is accurate and current. If you are unsure, advise the customer you will need to get back to him. Specify time frame.
    Do not promise or simply something will be done if it is outside your ability to provide.
  • 75. Consumer Rights
  • 76. Consumer Rights
  • 77. Consumer Rights
  • 78. Consumer Rights
  • 79. Consumer Rights
  • 80. Consumer Rights
  • 81. Consumer Rights
  • 82. Consumer Rights
  • 83. Consumer Rights
  • 84. REMEDIES AVAILABLE TOCONSUMERS
    ___________________________________
    ADMINISTRATIVE PROCEEDINGS:
    replacement or repair of product or services
    restitution or rescission of contract
    reimbursement to complainant of amount spent in pursuing the complaint
  • 85. Consumer Rights
    CIVIL/CRIMINAL ACTION:
    Civil Action
    awards of damages
    replacement or repair of product or services
    refund of payment made
    restitution or rescission of contract
    reimbursement to complainant of amount spent in pursuing the complaint
  • 86. Consumer Rights
    Criminal Action
    defendant, if found guilty by the court, can be sentenced to imprisonment or payment of fine or both: at the discretion of the court
  • 87. Consumer Rights
    PERIOD FOR FILING CONSUMER COMPLAINTS
    Within two (2) years from the time the consumer transaction was consummated or the deceptive or unfair and unconscionable act or practice was committed, and in case of hidden defects, from discovery hereof.
  • 88. Telephone Etiquette
  • 89. Telephone Techniques
    Smile before answering the phone.
    Answer the phone in three rings or less.
    Give your company name and your name when answering the phone.
    Use proper language and warm, friendly voice tone.
    Be courteous and pleasant.
    Be helpful. Tell the customer the action you are going to take.
  • 90. Proper way of answering telephone call-
    MAC Branch
    Basta APPLIANCE, Magic (BRANCH)!
    (Good Morning/Good Afternoon)
    This is (employee’s name). How May I help you?
    MAC Branch with Furniture
    Basta APPLIANCE and FURNITURE, Magic (BRANCH)!
    (Good Morning/Good Afternoon)
    This is (employee’s name). How May I help you?
    Home Center-Urdaneta
    Magic Home Center Urdaneta
    (Good Morning/Good Afternoon)
    This is (employee’s name) How May I help you?
    Proper way of answering telephone call that was put on hold-
    • THANK YOU FOR WAITING,
    This is (employee’s name),
    (Good Morning/Good Afternoon)
    How May I help you?
  • 91. Customer Service Principles
    “Customer service is more than just keeping customers satisfied. It is the art of creating LOYAL and REPEATING CLIENTS”
    EXCELLENT Customer Service Model
    “Excellent customer service is the process by which your organization delivers its services or products in a way that allows the customer to access it in the most efficient, fair, cost- effective, and delightful manner.”
  • 92. YOU must be your customers’ BEST choice !