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  • 1. Costs of poor quality “are huge, but the amounts are not known with precision. In most companies, the accounting system provides only a minority of the information needed to quantify this cost of poor quality Juran (1992)
  • 2. Communications in Customer Service Week Seven
  • 3. Objectives
    • Look at individual communications methods and potential problems
    • Analyse potential problems and problem solving
  • 4. Learning Criteria
    • Describe different communication types and how these are used to best effect
    • Explain the benefits of improved customer service to a given business and services operation.
  • 5. Methods of Communication
    • Listening : the ability to hear and understand what the speaker is saying.
    • Writing : Communicating by using the written word so that others can understand the intended message.
    • Talking : Speaking, using words and terminology that others can comprehend.
    • Reading : the ability to look at and comprehend the written word.
    • Nonverbal communication : Tone and inflection of voice, facial expressions, posture, and eye contact. Nonverbal communication can contradict the message conveyed through another method of communication.
  • 6. Learning Criteria
    • Summarise methods of assessing the quality of customer service provision in a business and services context
    • Explain the purpose of evaluating the performance of a customer service policy and how this can assist future staff training and development events
  • 7. A good listener:
    • Conveys sincerity
    • Does not interject his or her own thoughts
    • Nods head
    • Does not finish the sentence for the speaker
    • Paraphrases what was said
    • Leans toward the speaker
    • Shares positive
    • Comments
    • Shows good eye contact
  • 8. To improve listening skills:
    • Focus on the speaker and what he or she is saying.
    • Look at the speaker and make eye contact when possible. If you are listening on the telephone, make notes as you listen.
    • Listen with an open mind.
    • Rephrase what was said to clarify that you understood the intended message.
    • Control your body language. Do not show impatience or disapproval.
  • 9. Voice Inflection:
    • A variation in the pitch, timing, or loudness of the voice.
  • 10. Pitch:
    • The highs and lows of the voice.
  • 11. Characteristics revealed by your voice and message
    • Level of job satisfaction
    • Attitude
    • Gender
    • Education
    • Knowledge level
    • Speed that you work and react
    • Confidence
    • The part of the country that you are from
    • Status
    • Energy level
    • Mood
  • 12. Seven Steps to Answering a Call Successfully
    • Smile!
    • Answer with an enthusiastic and professional greeting.
    • Ask questions.
    • Give answers and assistance as quickly as possible.
    • Thank the caller.
    • Conclude the call in a positive manner.
    • Follow up on the call.
  • 13. Words to Use
    • Please
    • Yes
    • May I
    • Consider this
    • Do
    • Let’s negotiate
    • Will
    • Thank you
    • You
    • Us
    • Appreciate
    • Can
    • Use the customer’s name
    • Would you like
    • Opportunity
    • Challenge
    • Regret
  • 14. Words to Avoid
    • Can’t
    • Never
    • Don’t
    • You have to
    • Don’t tell me no
    • Won’t
    • Not our policy
    • Not my job
    • Profanity
    • Vulgarity
    • Love slang (honey, etc.)
    • We’ll try
    • Haven’t had time
    • I do
    • I know
    • Hang on for a second
  • 15. Power Phrases
    • Due to your specialized knowledge.
    • What a unique suggestion!
    • I’d like your considered opinion.
    • Please.
    • You are absolutely right!
    • If I could borrow just a moment of your time.
    • May I?
    • As you, of course, know.
    • I’d like your advice.
    • I would appreciate it if.
  • 16. Eye Contact:
    • Allowing our eyes to make visual contact with someone else’s eyes.
  • 17. When leaving a message on voice mail:
    • Speaking clearly and slowly, identify yourself, your company, the day and date, and the time.
    • State the reason for your call.
    • Suggest to the customer what the next step should be. Does he or she to call you back or wait for more information?
    • Leave your name and the phone number where you can be reached.
    • Close with a positive farewell.
  • 18. Problem solving:
    • An active resolution to a challenging problem.
  • 19. Creativity and Problem Solving
    • Creative problem solving suggests tat through an open approach to finding solutions, an appropriate and innovative result may be discovered.
    • Customers appreciate creativity.
    • By offering suggestions to customers and to management about innovative ways of solving challenges, customer service providers can share their creativity with others.
  • 20. Problems as Opportunities
    • Criticism provides a opportunity to obtain information.
    • A customer complaint is really a request for action.
  • 21. Conflict:
    • A hostile encounter that occurs as a result of opposing needs, wishes, or needs.
  • 22. Suggestions when encountering conflict
    • Do not bring up old problems from the past or assign blame.
    • Listen to the other viewpoints that are being presented.
    • Use tact as you respond to others.
    • Do not repress your own anger; instead, use it productively. Take advantage of the opportunity to share other related concerns in a positive manner.
    • Focus on finding the best solution to the conflict.
  • 23. Problem Solving Model (figure 3.1)
    • Identify the problem.
    • Understand the problem’s unique characteristics and the possible outcomes.
    • Define the requirements of a possible solution considering the company policies currently in place.
    • Identify possible solutions.
    • Select the best solution.
    • Implement the solution, informing the customer of the details and how the customer will be affected.
    • Observe and evaluate the solution’s impact.
  • 24. Problem Solving Strategies
    • Brainstorming: a problem solving strategy that can be used by groups of two or more.
    • Diagramming: a strategy for problem solving that provides a visual representation of the problem and the facts related to it.
  • 25. Methods of Diagramming
    • Pro/con sheets: a simple approach to diagramming a problem that involves recording the arguments for and against a solution. (figure 3.2)
  • 26. Flowcharts
    • Flowcharts: a diagramming approach to problem solving that charts each step of a process to assist in determining why a problem is occurring. (figure 3.3)
  • 27. Common Barriers to Problem Solving and Decision Making
    • Resistance to change.
    • Habits
    • Individual insecurity
    • Past history
    • Fear of success or failure
    • Jumping to conclusions
    • Perceptions
  • 28. Follow-up:
    • Checking back to determine whether or not a situation is operating according to the initial plan.
  • 29. Figure 10.14 Metric and practice benchmarking
  • 30. Traditional performance measurement structure
  • 31. The balanced scorecard Adapted from Kaplan, R. and Norton, D. (1992) Reprinted by permission of Harvard Business Review from ‘Thebalanced scorecard – measures that drive performance’, Harvard Business Review , January–February, 71–79.
  • 32. Balanced Scorecard
  • 33. Towards a balanced performance measurement structure
  • 34. Mix of measures used in service processes Adapted from Brignall et al . (1999). 5
  • 35. Number of types of measure used Adapted from Brignall et al . (1999). 5
  • 36. Measures for service operations managers
  • 37. Figure 10.7 Displaying performance data Adapted from work by Carole Driver, Plymouth Business School; and Neely (1998). 1
  • 38. Horizontally interlinked performance measurement structure
  • 39. Key Performance Indicators
    • KPI…
    • How monitored…
  • 40. Types of target used to drive continuous improvement Adapted from Brignall et al . (1999). 5
  • 41. Predominance of internally based targets in step-change improvement Adapted from Brignall et al . (1999). 5
  • 42. Seminar
    • KPI’s
    • Develop KPI in particular
  • 43. Next Week
    • Questionnaire Design – collect some?
    • Design a questionnaire – context restaurant / fast food