Customer Service handbook
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Customer Service handbook



Customer Service handbook

Customer Service handbook



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  • The ABC of business success and profitability begins and ends with the customer. Treat your customers like Kings which they are and they will take care of your business as long as they have needs requiring your area of specialization.
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Customer Service handbook Customer Service handbook Presentation Transcript

  • Customer Service
  • Customer Service Objectives of the program:  Who is a customer  Identify your customer- Internal and External  What quality characteristics are important for Customer service  How to create positive memorable experiences for all customers
  • Caring Customer Service Outcomes of this module are:  Identify different kinds of customer contact  Demonstrate and use Caring Responses  Create and use a series of Caring Responses
  • Customer Service You are among the growing group ofpeople who have joined a serviceorganization dedicated to meet needs ofothers. The expectations today are veryhigh because customers expectations forservice have increased tremendously
  • Reactions  What is often surprising is how long these reactions last  Good & bad customer care can arouse powerful emotions  Benefits- remarkable or disastrous  Opportunity- retain/ lose customers & gain/ lose several more  Research shows that someone who has had a bad customer experience will tell at least 10 other people
  • Customer Service Who are Customers?  People who receive my output  People who pay me  They are the reason why I do my job  People who want to avail my company’s services
  • Foundation of Customer Service Customers are of two types:  Internal  External
  • Foundation of Customer Service 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.  You are a customer of others within an organization and you also have customers.
  • Customer Service What quality characteristics are important to your customers?  Accuracy  Friendliness  Timeliness  Efficiency  Courtesy  Honesty
  • Why is Service so Difficult toDefine Accurately? It is not tangible It cant be measured/ weighed It is more emotional than rational You can sell it, but you cannot give a customer a sample to take & show to another Having given it, the customer may not have acquired anything
  • Customer Service Core service and 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
  • Service can be Divided intotwo main types:MATERIAL: Price, Quantity, Quality, Type of equipment, Routines, Working method, Manning etc.PERSONAL: It is personal service which upgrades a neutral impression about a service to a good impression. A honest smile & full personal attention will work wonders even if material service breaks down.
  • In any InteractionHuman level(to fulfill current human needs)Business level(to accomplish external purposes and objectives)
  • Customer ServiceThe four things the Customer wants: Friendly, caring service:  Being interested  Giving information  Listening carefully  Answering questions  Warm friendly responses at all times especially when customers are upset or have concerns Flexibility: Customer want the person to “jiggle” the system to make it work for them. They don’t want to hear “No”
  • Customer ServiceThe four things the Customer wants: Problem resolution:  Business problems  Non-business problem Recovery: If and when mistake is made, customer wants you to take care of it quickly and to their satisfaction  Apology  Fix it  Extra Step  Follow up
  • Moments Of Truth A moment of truth is any point in the interaction during which the customer has an opportunity to gain an impression of the service provided by the company Research has shown that it takes on average 12 shining moments of truth to compensate for one dull moment of truth
  • Caring Responses The Caring responses are skills that can be used all the time, not just when customers are upset. The four skills are: Acknowledging Appreciating Affirming Assuring
  • Dont’s Don’t Forget Don’t Hesitate I will try Unfortunately Free Discount Sadly We cant do that Just a second
  • Dont’s I am afraid I don’t know Cost problem Don’t worry No problem But You will have to It’s a policy
  • The Benefits of Good Customer ServicePersonal Benefits WIFM: Less stress Higher efficiency More job satisfactionOrganizational Benefits: Key to survival and success Motivated teamwork Cost effective Adds to the company bottom line
  • Some Startling Statistics Only 4% of customers actually complain For every complaint you receive there are 26 unattended Around 75% of the complaining customers will do business with you again, if you act quickly It costs 5-6 times more to attract new customers than to keep old ones
  • Surprised?Out of the entire customers you lost: 1% die 3% move away 9% go away for cheaper prices 19% are chronic customers 68% leave due to bad service
  • So Most Of AllCustomers go elsewhere because thepeople they deal with are indifferent totheir needs 68%.
  • The two types of Customer Service Reactive Customer Service Proactive Customer Service
  • Reactive Customer ServiceStarts after receiving a complaint.Moves on to solving the complaint.Usually is a one time activity.Basically we wait till the time complaints come. Uncaring Unresponsive Uninvolved Rude In general, they under-deliver customer service
  • Proactive Customer Service Starts at the time of customer making the purchase Makes buying a pleasant experience Reduces the waiting time Delivers service more efficiently Increases customer retention Lesser complaints The Bottom Line- does wonders for you and your company
  • Winner/ Loser TapesLOSER TAPES WINNER TAPESThere are so many The customer iscustomer problems the reason we are hereThe back room is How to organize disorganized the back room
  • Winner/ Loser TapesLOSER TAPES WINNER TAPESThe customer just How can we usedoesn’t understand this information to gain revenue/ credibility by educating the customerI have too much Having lots to do makework to do time fly
  • GUEST G- Greet the customers U- Understand customer needs E- Explain features and benefits S- Suggest additional items T- Thank the customer
  • Three Styles of Communication Aggressive communication: Communication becomes aggressive when we stand up for our rights in such a way that the other persons rights are violated. It leads to a close down in communication.
  • Three Styles of Communication Submissive communication: When we use submissive communication we fail to stand up for our rights or we express them in a way that allows others to easily disregard them. It leads to win lose communication, where neither party is satisfied.
  • Three Styles of Communication Assertive communication: It involves standing up for our own rights in a way that it does not violate the rights of others.
  • Customer Service Attitude Work – as if money is not important, Trust – as if never been ditched, Dance – as if nobody is watching, Love – as if never been hurt………..
  • Customer Service Attitude“Thank you for calling Customer Service.If you are calm and rational, press 1.If you are a whiner, press 2.If you are a hot head, press 3…….
  • Customer Service Attitude Customer Service is 80% Attitude & 20% Technique
  • What is Customer Service Attitude……….?“Customer Service Attitude is the inherentability to look at every interaction with thecustomer as an opportunity for customerdelight and service excellence”
  • Displaying Customer Service Attitude Projecting Confidence Thinking Positive Using Positive Language Being Enthusiastic Conveying Speed or urgency Taking Ownership or accountability Being Courteous
  • CONFIDENCE“ Who has Confidence in himself will gainthe confidence of others”
  • Thinking Positive Our beliefs fuel our actions.Positive beliefs lead to positive actions and negative beliefs lead to negative actions.
  • Using positive language!The way you express yourself will affectwhether your message is received positivelyor negatively
  • Conveying Speed or UrgencyYour problem is important
  • Taking OwnershipTo the customer you are the Company
  • CourtesyPleasePoliteness goes far yet costs nothingThank you
  • A customer is not dependent uponus……….We are dependent upon him for our living
  • A customer is not a cold statistic.He is flesh and blood human being withemotions and prejudices just like our own
  • Best Model B: Being the customer interactionGauge moodBuild rapport E: Establish the customers agendaAsk open and closed ended questionsBe quietListen activelyProbe for specificsParaphrase
  • Best Model S : Satisfy the customer’s needs.Generate more than one optionConsider the customer’s perspective T: Thank the customer and verify the next stepThank the customerVerify who will do what by when
  • When we learn to appreciate oneanother’s differences, we become morewilling to listen, more open to new idesand more eager to grow.Birds of different feathers come flocking tous- we have to work together with them.
  • Good Customer Service restson 3 P’s People Process Product