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Delivering Service Excellence

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This Slideshare presentation is a partial preview of the full business document. To view and download the full document, please go …

This Slideshare presentation is a partial preview of the full business document. To view and download the full document, please go here:
http://flevy.com/browse/business-document/Delivering-Service-Excellence-159

Every organization depends on customer service. Due to rising customer expectations, delivering excellent service is no longer a choice but a necessity. When you equip your frontline staff with the skills to create a quality experience for your customers, you enhance customer satisfaction and your organization's image.

In this customer service powerpoint, you teach your staff to manage emotions and deliver professional and personalized service. It includes the techniques and skills to:

a) Find out and respond to each customer's needs and expectations;
b) Reduce customer's negative feelings;
c) Heighten customer's positive feelings towards your organization;
d) Satisfy customers in difficult conditions; and
e) Apply the five A's of service recovery.

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  • 1. © Operational Excellence Consulting. All rights reserved.© Operational Excellence Consulting. All rights reserved. Delivering Service Excellence
  • 2. 4© Operational Excellence Consulting. All rights reserved. Learning Outcomes(1) • Understand and accept why and how excellent service is important to the organization • Be able to manage own emotions and deliver professional and personalized service • Treat customers as unique individuals with different needs and expectations • Know how to find out and respond to each customer’s needs and expectations This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/delivering-service-excellence-159
  • 3. 7© Operational Excellence Consulting. All rights reserved. Getting To Know You This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/delivering-service-excellence-159
  • 4. 10© Operational Excellence Consulting. All rights reserved. Why Do Customers Leave? • 1% - die • 3% - move away • 5% - develop other relationships • 9% - leave for competitive reasons • 14% - are dissatisfied with product or service • 68% - leave because of rude or discourteous service This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/delivering-service-excellence-159
  • 5. 13© Operational Excellence Consulting. All rights reserved. What is Customer Service? Some definitions of “Customer Service”: • “Customer service is the ability to provide a service or product in the way that it has been promised” • “Customer service is an organization's ability to supply their customers' wants and needs” • “Customer Service is a phrase that is used to describe the process of taking care of our customers in a positive manner” • “Customer service is a process for providing competitive advantage and adding benefits in order to maximize the total value to the customer” • “Customer service is a proactive attitude that can be summed up as: I care and I can do.” This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/delivering-service-excellence-159
  • 6. 16© Operational Excellence Consulting. All rights reserved. What Is Service Excellence? • “The process of consistently communicating to every customer - whether it is an internal customer or external customer - that they are valued, and that their satisfaction is paramount to your organization.” Source: Beldingskill.com This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/delivering-service-excellence-159
  • 7. 19© Operational Excellence Consulting. All rights reserved. Customer Satisfaction Approach APPROACH •Identify Customer Condition •Establish Rapport •Determine Needs & Expectations •Meet Needs & Expectations •Thank •Follow-up CUSTOMER SERVICE SKILLS •Self-Management •Observation •Listen •Question •Empathize •Explain •Personalize •Adapt •Recover Manage Interaction Conclude Interaction Open Interaction 1 32 This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/delivering-service-excellence-159
  • 8. 22© Operational Excellence Consulting. All rights reserved. Customer Satisfaction Roadmap • Approach The “what” • Customer Service Skills The “how” This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/delivering-service-excellence-159
  • 9. 25© Operational Excellence Consulting. All rights reserved. Service Dimensions (2) • Self-Management Refers to the ability to control your emotional response in order to manage the interaction positively • Flexibility Refers to willingness and ability to move back and forth between the job and people dimensions This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/delivering-service-excellence-159
  • 10. 28© Operational Excellence Consulting. All rights reserved. Continuous Improvement “Attitude is a little thing that makes a big difference.” - Sir Winston Churchill This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/delivering-service-excellence-159
  • 11. 31© Operational Excellence Consulting. All rights reserved. Displaying Customer Service Attitude • Projecting confidence • Thinking positive • Using positive language • Being enthusiastic • Conveying speed or urgency • Taking ownership or accountability • Being courteous This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/delivering-service-excellence-159
  • 12. 34© Operational Excellence Consulting. All rights reserved. Who Are Customers?(1) • A Customer is a recipient of a product or service • Customers are people who need your assistance • People who phone, people who walk-in, people who write/email • Customers are not an interruption to your job, they are the reason you have a jobThis document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/delivering-service-excellence-159
  • 13. 37© Operational Excellence Consulting. All rights reserved. Customers are Individuals • Different needs and expectation • “One size fits all” has no place here • Exhibit different behaviors Different emotional states (conditions) What words describe the statements and actions of customer you find… the most difficult to work with? the easiest to work with? This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/delivering-service-excellence-159
  • 14. 40© Operational Excellence Consulting. All rights reserved. Customer Conditions Condition (Emotional State) Comfortable Indecisive Demanding Angry Observation • Smile • Converse • Relax • Avoid • Fidget • Hesitate • Demand • Direct • Assert • Insult • Argue • Intimidate Response • Appreciation • Reassurance • Clarity • Action • Validation This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/delivering-service-excellence-159
  • 15. 43© Operational Excellence Consulting. All rights reserved. Establishing Positive Rapport (2) • For the Provider Provides a way to immediately establish a personal and positive connection and sets the tone for the interaction • Result The interaction will have less tension, be more productive, and be more comfortable and rewarding for both of you This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/delivering-service-excellence-159
  • 16. © Operational Excellence Consulting. All rights reserved. Determining Needs & Expectations This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/delivering-service-excellence-159
  • 17. 49© Operational Excellence Consulting. All rights reserved. Needs and Expectation • Needs What a customer has to have More focused on job/technical dimension of interaction • Expectation What a customer likes to have More focused on the people dimension or how I get what I need “Invisible report card” This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/delivering-service-excellence-159
  • 18. 52© Operational Excellence Consulting. All rights reserved. Determine Needs and Expectation • 3 basic skills Listening Questioning Empathizing This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/delivering-service-excellence-159
  • 19. 55© Operational Excellence Consulting. All rights reserved. Exercise: Questioning • List down 10 questions that you typically ask when you meet your customers • Write on the flipchart Time: 10 min This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/delivering-service-excellence-159
  • 20. 58© Operational Excellence Consulting. All rights reserved. Formula For Empathy • An opening phrase, plus • An acknowledgement of the customer, plus • An acknowledgement of the customer’s feelings, plus • A description of the situation from the customer’s point of view, plus • An optional checking question This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/delivering-service-excellence-159
  • 21. 61© Operational Excellence Consulting. All rights reserved. Tips for identifying, understanding and anticipating customers’ needs • Being sensitive to cultural differences • Knowing their time requirements • Being attentive • Developing the skill to read your customer and understand what your customer may need or want This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/delivering-service-excellence-159
  • 22. 64© Operational Excellence Consulting. All rights reserved. The Communication Process SENDER (encodes) RECEIVER (decodes) Barrier Barrier Medium Feedback/Response This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/delivering-service-excellence-159
  • 23. 67© Operational Excellence Consulting. All rights reserved. Effective 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. This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/delivering-service-excellence-159
  • 24. © Operational Excellence Consulting. All rights reserved. Meeting/Exceeding Needs & Expectations This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/delivering-service-excellence-159
  • 25. 73© Operational Excellence Consulting. All rights reserved. Meeting Customer’s Needs & Expectations • Explaining your products, services, policies or procedures • Personalizing your service • Adapting what you normally do and how you normally do it to better meet the needs of your customersThis document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/delivering-service-excellence-159
  • 26. 76© Operational Excellence Consulting. All rights reserved. Two Parts of Personalizing • Demonstrating that you think about the customer as an individual • Helps the customer know that the service was given by you or your organization instead of another service provider or competitor How can we personalize our service? This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/delivering-service-excellence-159
  • 27. 79© Operational Excellence Consulting. All rights reserved. Two Kinds of Adapting • Adapting the organisation to make a better connection with the customer • Adapting yourself to make a better connection with the customer This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/delivering-service-excellence-159
  • 28. 82© Operational Excellence Consulting. All rights reserved. At the End of Managing the Customer Interaction… Manage Interaction Conclude Interaction Open Interaction 1 32 This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/delivering-service-excellence-159
  • 29. 85© Operational Excellence Consulting. All rights reserved. Tips for instilling trust and confidence • Treating customers with respect and courtesy • Making them feel welcome and important • Providing a comfortable environment • Staying energized and projecting a positive attitude • Listening • Obtaining feedback • Sending clear messages • Saying the right thing • Knowing your business’ products and services This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/delivering-service-excellence-159
  • 30. 88© Operational Excellence Consulting. All rights reserved. Concluding the Interaction (2) • What picture do we want our customer to take away to remember us and your organization by? • What could you say or do at the end of the interaction to make sure our customer know what our personal brand of service is? This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/delivering-service-excellence-159
  • 31. 91© Operational Excellence Consulting. All rights reserved. Exercise: Script Writing • Write a script reflecting an actual normal conversation you have with a customer in a comfortable condition Time: 10 mins This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/delivering-service-excellence-159
  • 32. 94© Operational Excellence Consulting. All rights reserved. Customer Condition: Indecisive • Need reassurance and clarity • Our self-talk Be patient, supportive, confident Non-judgmental Be sensitive Be reassuring • Use closed questions to determine needs and expectations • Show that you care about them and willing to extend all the time they need This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/delivering-service-excellence-159
  • 33. 97© Operational Excellence Consulting. All rights reserved. You must demonstrate the following: • Make empathy statement • Personalize/Adapt • Apply the recovery skills process • Ask for expression of satisfaction Exercise: Angry Role Play Time: 10 mins This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/delivering-service-excellence-159
  • 34. 100© Operational Excellence Consulting. All rights reserved. 5-Step Recovery Skills 1. ACKNOWLEDGE the situation and the discomfort 2. APOLOGIZE for the discomfort 3. ACCEPT responsibility for helping the customer 4. ADJUST to solve the problem 5. ASSURE the problem has been solvedThis document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/delivering-service-excellence-159
  • 35. 103© Operational Excellence Consulting. All rights reserved. Saying NO (2) • Tell the customer what you can do • Offer options • Help the customer understand why it is to his or her benefit that a policy regulation exists This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/delivering-service-excellence-159
  • 36. 106© Operational Excellence Consulting. All rights reserved. Ways to Manage Frustration (2) • Some suggestions Take a break Keep the situation in perspective and remember all the people you have satisfied Don’t take it personally Talk to someone to vent your frustration Remember that a customer’s behavior is temporary Remember that the next customer is not responsible for this customer’s behavior Use Stop/Challenge/Focus technique to change our negative self-talk This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/delivering-service-excellence-159
  • 37. © Operational Excellence Consulting. All rights reserved. End of Presentation To view the full list of training presentations, please visit us at: Operational Excellence Consulting http://www.oeconsulting.com.sg This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/delivering-service-excellence-159
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