Customer service management

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Customer service management and customer relationship management

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Customer service management

  1. 1. By Dileep Panolidileeppnair@yahoo.com 1
  2. 2. Contents:• Understanding Quality Service and ServiceCulture• Key skills fro Quality Customer Service• Addressing Customer Different BehaviorStyle• Steps to Resolve Service Breakdown2
  3. 3. 3
  4. 4. Service Winners……4Those with a positive attitude and cheerful outlookThose who genuinely enjoy working with and for otherpeopleThose with the ability to put the customer on “center stage”Those who view their job primarily as a human relationsprofession
  5. 5. Service is…..• Customer in a restaurant want more than ameal• Guests in hotels want more than a room• Client in a transaction want more than asettlement• Customer want more that just the product orservice that is offered – they also want to betreated well5
  6. 6. Service is Intangible6Intangibles deal with the humanside of an organizationService isIntangibleThey include human emotion,behaviors, understanding ,feelings and perceptions
  7. 7. Service is Intangible7• Satisfaction• Attentiveness• Flow• Helpfulness• Sensitivity• Tone• Attitude• Knowledge• Understanding• Tact• GuidanceExamples of serviceintangible:
  8. 8. Two Dimensions of ServiceSERVICE8The procedural dimensionConsist of the establishedsystems and procedures todeliver products and/ or servicesThe personal dimensionHow service providers (usingtheir attitudes, behaviors, andverbal skills) interact withcustomersSERVICE
  9. 9. Two dimensions of Service9The FactoryGood in procedural service, bad inpersonal service. Motto: `` You arenumber. We are here to processyou’’The FreezerLow in both personal andprocedural service. Motto:``We don’t care’’Quality Customer ServiceExcellent in both the proceduraldimensions. Motto: `` We careand we deliver’’The Friendly ZooBad in procedural service, goodin personal service. Motto: `` Weare trying hard, but don’t reallyknow we are doing’’
  10. 10. 10
  11. 11. Five Elements of Quality Service11Reliability Assurance TangibleEmpathyResponsiveness
  12. 12. Five Elements of Quality Service• The ability to provide whatwas promised , dependablyand accurately• Action strategy : make surethat you correctly identifycustomer needs, promiseonly what you can deliver ,and follow through to ensurethat the product or servicewas received as promised12Reliability
  13. 13. Five Elements of Quality Service• The knowledge and courtesyof employees, and theirability to convey trust andconfidence• Action strategy : take thetime to serve customers oneat a time Provide serviceassertively by using positivecommunication techniquesand describing products andservices accurately13Assurance
  14. 14. Five Elements of Quality Service• The physical facilities andequipment and theappearance of personnel• Action Strategy : maintainworkplaces in a neat, orderlymanner, dress professionally,and maintain excellentgrooming and hygienestandards14Tangible
  15. 15. Five Elements of Quality Service• The degree of caring andindividual attention providedto customers• Action strategy : listen foremotions in your customersmessages. Put yourself in theirplace and respondcompassionately by offeringservice to address their needsand concerns15Empathy
  16. 16. Five Elements of Quality Service• The willingness to helpcustomers and provideprompt services• Action strategy : project apositive, can-do attitude.Take immediate steps tohelp customers and satisfyneeds16Responsiveness
  17. 17. Service Culture Components17Employee roles andexpectationsPolicies andproceduresManagementSupportDelivery systemTrainingMotivators andrewardSERVICECULTUREProducts andservicesService mission
  18. 18. Service Culture ComponentsThe direct or vision of an organizationthat supports day-to-day interactionwith the customersThe material, products, and servicesthat are state of the art,competitively priced, and meet theneeds of the customers18Productsand servicesService mission
  19. 19. Service Culture ComponentsThe way organization deliver its products andservicesInstruction or information provided through avariety of techniques that teach knowledge orskills, or attempt to influence employeeattitude toward excellent service deliveryMonetary rewards, material items, of feedbackthat prompts employees to continue to deliverservice and perform at a high level ofeffectiveness and efficiency19Delivery systemTrainingMotivators andreward
  20. 20. Service Culture Components…The specific measures that indicates what isexpected of employees in customerinteractions and that define how employeeservice performance will be evaluatedThe guidelines that establish how varioussituations of transactions will be handledThe availability of management to answerquestions and assist frontline employees incustomer interaction when necessary20Employee roles andexpectationsPolicies andproceduresManagementSupport
  21. 21. 21
  22. 22. What You Should know?22Know yourOrganizationKnow yourProducts/ ServiceKnow yourCustomersCustomerServicePerson
  23. 23. Know Your Organization• Know yourOrganization• Organizationmission and vision• Organization culture• Customerinteraction policy adprocedures• Company supportfor product/ service23Know yourOrganization• Organization missionand vision• Organization culture• Customer interactionpolicy ad procedures• Company support forproduct/ service
  24. 24. • Know YourProduct/Service• Product/servicedevelopment andquality improvementprocess• Product/Serviceconfiguration• Performance data andspecification• Maintenance andcare• Price delivery24Know Your Products / ServiceKnow yourProducts/ Service• Product/servicedevelopment andquality improvementprocess• Product/Serviceconfiguration• Performance data andspecification• Maintenance and care• Price delivery
  25. 25. • Customer Needs• Customers Concerns• Customer Personality25Know Your Customers• Customer Needs• Customers Concerns• Customer PersonalityKnow yourCustomers
  26. 26. Developing Excellent Communication withCustomer26Excellent VerbalCommunication skillsExcellent Non-VerbalCommunication skillsExcellent ListeningSkillsProductiveRelationship withCustomers
  27. 27. Excellent Verbal communication withcustomers27CommunicatingPositively…• Plan your messages• Greet customer warmlyand sincerely• Be specific• Use “small talk “• Use simple language• Paraphrase
  28. 28. Excellent Verbal communication withcustomers28CommunicatingPositively…• Ask positively phrased question( Instead, ‘’Why do you feelthat way’’, use: What makesyou feel that way? Instead,Why do you want that color,use: What other colors haveyou considered?)• Communicate to yourcustomer’s style• Agree with customers• Solicit customer feedback andparticipation
  29. 29. Excellent Verbal communication withcustomersCommunicatingPositively…Words and Phrases thatbuild relationship:PleaseThank youI can or willHow may I help you?I understand how you feelYou’re rightMay IWould you mind…I apologize for…29
  30. 30. Excellent Verbal communication withcustomers30AvoidingNegativeCommunicationWords and phrases that damagerelationship:You don’t understandYou don’t see my pointHold on a secondOur policy says (or prohibits)That’s not my responsibilityWhat you need to do is…Why don’t youThe word “problem”The word “but”The word “ no”
  31. 31. Excellent Verbal communication withcustomers31Six C of giving good information tocustomersClearComplete CourteousConciseConcreteCorrect
  32. 32. Non verbal-communication with customers32Non verbalBehaviorBody languageVolume cuesAppearance andGroomingMiscellaneousCues
  33. 33. Non verbal-communication with customers33Body Language Volume Cue• Eye contact• Posture• Facial expression• Gestures• Pitch• Volume• Rate of Speech• Voice quality• Articulation• Pauses• Silence
  34. 34. Non verbal-communication with customers34Appearance andGroomingMiscellaneouscues• Hygiene (regularwashing andcombing of hair,use mouthwashand deodorant)• Clothing andaccessories• Personal habits• Properetiquette andmanners
  35. 35. Positive and Negative Communication BehaviorPOSITIVE• Brief eye contact• Eyes wide open• Smiling• Nodding affirmatively• Expresses body gestures• Open body stance• Listening actively• Remaining silent ascustomer speaks• Gesturing with open hand• Clean , organize work areaNEGATIVE• Yawning• Frowning or sneering• Attending to matters otherthan the customer• Leaning away from customersas he/she speaks• Subdued or minimal handgestures• Staring blankly or coolly atcustomers• interrupting• Pointing finger or object atcustomer• Disorganized , cluttered workspace35
  36. 36. Characteristics of Good Listener36GoodListener1. Empathy2. Understanding3. Patience4. Attentiveness5. Objectivity
  37. 37. Strategies for Improved Listening• Stop talking!• Prepare yourself• Listen Actively• Show willingness to listen• Show empathy• Send positive non-verbal cues• Don’t argue• Ask questions37
  38. 38. To listen more effectively…• Attend Physically –the right language helps usto focus on the customer and encourages thecustomer to give us more information• Attend mentally – follow the customer’s flow ofthought, listen to understand, not evaluate;listen first, then assess• Check it verbally –paraphrase, clarify, probefurther, summarize your understanding38
  39. 39. Dealing assertively with customers• Look customers in the eyes as you speak• Grasp firmly without crushing• Think, plan, speak a specific question• Stop , gather thoughts, speak• Apologize if you make a mistake• Increase volume, sound firm and convincing• Take responsibility, resolve the problem39
  40. 40. Customer Focused behaviorCustomerFocusedBehavior• Act promptly• Guide rather than direct• Don’t rush customer• Offer assistance• Don’t keep customer waiting• Avoid unprofessional actions40
  41. 41. Addressing CustomerNeeds and Behavior Style41
  42. 42. Addressing Customer NeedsTo feel welcome To feel appreciated42Customer needsTo be understoodTo feelcomfortableTo feel importantTo be respected
  43. 43. Addressing Customer NeedsTo feel welcome Use an enthusiastic greeting,smile, use the customer’s name, thank thecustomer, be positiveTo be understood Listen actively, paraphrase,ask key question, give positive feedback,empathizeTo feel comfortable Use enthusiastic welcome,relieve anxiety through friendlycommunication, explain your action calmly,ensure physical comfort43To feel welcomeTo be understoodTo feelcomfortable
  44. 44. Addressing Customer NeedsTo feel appreciated thank you the customer,follow up, go beyond service expectations,provide “special” offers, remember specialdetails about the customersUse the customer’s name, give special treatmentwhen possible, elicit opinionsListen, don’t interrupt, acknowledge thecustomer’s emotions and concerns, take time toserve, ask advice elicit feedback.44To feel welcomeTo be understoodTo feelcomfortable
  45. 45. Four Style of BehaviorDominanceInfluencingSteadinessCompliance45
  46. 46. Four Styles of BehaviorDominanceInfluencing• Appearance to be quite busy• May give the impression of not listening• Displays a serious attitude• Voices strong opinions• Appears quite active• Takes social initiatives in most cases• Likes to encourage informality• Expresses emotional opinions(feelings)46
  47. 47. Four Styles of BehaviorSteadinessCompliance• Give the appearance of being quite andreserved• Listed attentively to other people• Tend to avoid the use of power• Make decisions in a thoughtful anddeliberate manner• Control emotional expressions• Displays a preference for orderliness• Tends to express measured opinions• Sees difficult to get to know.47
  48. 48. Strategies to Deal with Dominance personDominance• Keep the relationship a businesslike aspossible• Develop strong personal relationship[ isnot a high priority for dominanceperson.• Be as efficient, time disciplined, and wellorganized as possible.• Provide appropriate fact, figures, andsuccess probabilities.• Try to identify their primary objectivesand then determine ways to supportwith these objectives. 48
  49. 49. Influencing• Be enthusiastic• Avoid an approach that is too stiffand formal• Take time to establish goodwill andbuild relationship• Do not place too much emphasis onfats and details.• Plan actions that will provide supportfor their opinions, ides and dreams• Maintain good eye contact• Be a good listenerStrategies to Deal with Influencing person49
  50. 50. Steadiness• Take time to build a social relationship with thesteadiness person• Spend time learning about the things that areimportant in this individual’s life,• Provide personal assurance and support for theirviews• If you disagree with a steadiness person, cur thedesire to disagree assertively; steadiness persondislike interpersonal conflict• Give them the time to comprehend yourexplanation/response. Patience is important.Strategies to Deal with Steadiness person50
  51. 51. Compliance• Provide a thoughtful, well organizedapproach• Take a no-nonsense, businesslikeapproach• Use specific questions that show cleardirection• Provide detailed and comprehensiveinformation• Never pressure the compliance personto make quick decisionsStrategies to Deal with Compliance person51
  52. 52. Resolving ServiceBreakdown52
  53. 53. Service BreakdownService breakdowns occur whenever anyproducts or service fail to meet thecustomer’s expectations53
  54. 54. Service Recovery StrategyExpressrespectListen toUnderstandUncover theexpectationsOutline thesolutionsTake actionand followthroughDoublecheck forsatisfactions54
  55. 55. Service Recovery StrategyExpressrespectListen toUnderstandUncover theexpectations“What you aretelling me I’mimportantListen carefully;empathize with thecustomer; and donot make excuses orinterruption “Pleasetell me whathappened”“Will youplease tell mewhat you feelneed to bedone?”55
  56. 56. Service Recovery StrategyOutline thesolutionsTake actionand followthroughDoublecheck forsatisfactions“I will take thisaction” or “You have severalchoices”“You refund hasbeen requested. Iwill personally checkwith accounting toensure your checkgoes out Friday”“I am followingup to make sureyour checkarrived”56
  57. 57. Roadblock to Service Recovery• Not listening• Lack of respect• Inadequate materials or supporting equipment• Poor or inadequate communication• Lack of training• Work conflict57
  58. 58. Dealing with Difficult People• Don’t take it personally• Remain calm, listen carefully• Focus on the problem, not the person• Reward yourself for turning a difficultcustomer into a happy one• When all else fail, ask for help58
  59. 59. Recommended Further Reading:1. Robert W. Lucas, Customer Service: Skills and Concepts forSuccess, McGraw Hill2. William B. Martin, Quality Customer Service, Crisp Publication59
  60. 60. Thank You60
  61. 61. Managing Custo1. Managing Cus2. Contents : Un3. www.studyM4. Those with a5. Service is…. C6. Service is Inta7. Service is Inta8. Service The p9. Two Dimensioprocedural dime10. Key Element11. Assurance Fi12. Five Elemen13. Five Elemen14. Five Elemen15. Five Elemen16. Five Elemen17. Service Cultu18. Service Cultu19. Service Cultuhigh level of effe20. Service Cultuexpectations Po21. Key Skills for22. Know Your O23. Know Your O24. Know Your P61

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