Chapter 7 customer questions to quality service

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Chapter 7 customer questions to quality service

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Chapter 7 customer questions to quality service

  1. 1. Chapter 7 <ul><li>Handling Customer Enquires </li></ul><ul><li>Handling Product Return </li></ul><ul><li>Dealing with Difficult Customers </li></ul><ul><li>Quality Customer Service </li></ul>
  2. 2. Handling Customer Enquiries <ul><li>Listen carefully </li></ul><ul><li>Clarify with customer by asking questions if we needed more information. </li></ul><ul><li>Provide relevant and correct information </li></ul>
  3. 3. Handling product return <ul><li>Accept the product </li></ul><ul><li>Ask questions about the product that is returned </li></ul><ul><li>Listen carefully to complaints about the product </li></ul><ul><li>Apologise for the inconvenience caused </li></ul><ul><li>Ask customner to complete a product return form </li></ul>
  4. 4. Handling product return <ul><li>Ask customer if he or she preferred an exchange or refund </li></ul><ul><li>If an exchange or replacement advice the customer on how to get a new product. </li></ul><ul><li>If a refund is preferred, return customer the amount of money he or she paid. </li></ul>
  5. 5. Sales or service breakdown <ul><li>This happens when a product or service fails to meet customers’ expectations. </li></ul><ul><li>Examples of sales breakdown </li></ul><ul><li>Product advertised is not available </li></ul><ul><li>Product does no meet the customers’ expectations </li></ul><ul><li>The service personnel are unfriendly or unhelpful. </li></ul>
  6. 6. Handling Customers’ complaint <ul><li>Don’t argue with the customer. It will make him angrier </li></ul><ul><li>Don’t be rude to the customer even if you do not agree with him. </li></ul><ul><li>Don’t ignore the customer. </li></ul><ul><li>Don’t blame others. The customer wants a solution not explanation of who caused the problems. </li></ul><ul><li>Don’t be slow in responding to the customer. </li></ul>
  7. 7. Why is it important to have quality customer service?
  8. 8. Quality Customer Service <ul><li>Customers will have a positive experience and they will choose to come back. </li></ul><ul><li>Customers will recommend their relatives and friends to us. </li></ul><ul><li>We create customer loyalty and continue our business relationship. </li></ul>
  9. 9. Quality Customer Service - Customers expect us to: <ul><li>Be polite </li></ul><ul><li>Smile </li></ul><ul><li>Be friendly </li></ul><ul><li>Be knowledgeable </li></ul><ul><li>Be efficient </li></ul><ul><li>Be able to solve their problems </li></ul>
  10. 10. Task 1 <ul><li>Go to www.askmisterchua.com </li></ul><ul><li>EBS Chapter 7 </li></ul><ul><li>Password: nss7 </li></ul><ul><li>Chapter 7 CROSSWORD (2 nd Half of the chapter) REVISION </li></ul>

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