Quality Customer Service


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Quality Customer Service

  2. 2. Contents <ul><li>What is Customer Service </li></ul><ul><li>Who is the Customer? </li></ul><ul><li>Why is Customer Service Important </li></ul><ul><li>What’s it got to do with Me? </li></ul><ul><li>What the Most Important Person Wants... </li></ul><ul><li>How to Make Customers Feel Special... </li></ul><ul><li>Building Rapport </li></ul><ul><li>Listening </li></ul><ul><li>First Impressions </li></ul><ul><li>What they said about us </li></ul>
  3. 3. What is Customer Service? <ul><li>Going out of your way for the customer and doing everything possible to satisfy and often exceed the customer’s needs </li></ul><ul><li>Striving for excellence </li></ul><ul><li>Never saying ‘It will do’…. It will NEVER do </li></ul>
  4. 4. Who is the Customer? <ul><li>The potential visitor on the telephone/email </li></ul><ul><li>The person browsing in the exhibition area </li></ul><ul><li>The person making an enquiry at the counter </li></ul><ul><li>The guesthouse owner </li></ul><ul><li>The colleague from the townhall </li></ul><ul><li>ANYONE WHO GOES AWAY WITH AN IMPRESSION OF THE TOURIST OFFICE </li></ul>
  5. 5. Why is Customer Service Important? <ul><li>For the Council </li></ul><ul><li>long term customer retention </li></ul><ul><li>increase in business and revenue </li></ul><ul><li>enhanced marketing as customers spread the good word </li></ul><ul><li>fewer complaints </li></ul>
  6. 6. Why is Customer Service Important? <ul><li>For the Staff </li></ul><ul><li>Greater job satisfaction </li></ul><ul><li>Job security </li></ul><ul><li>Less Stress </li></ul><ul><li>Increase of confidence and self esteem </li></ul><ul><li>Greater team spirit </li></ul><ul><li>Better awareness of individual contribution to the reputation and success of centre </li></ul>
  7. 7. What’s it got to do with Me? <ul><li>Take pride in your job and ensure every customer has a positive experience. </li></ul><ul><li>Know the difference between ‘getting by’ and excelling </li></ul><ul><li>YOU CAN MAKE THE DIFFERENCE - </li></ul><ul><li>Your attitude can either send the customer away with a positive or negative impression </li></ul>
  9. 9. The Customer <ul><li>Not dependent on us - we on him! </li></ul><ul><li>Not an interruption to our work - the reason for it! </li></ul><ul><li>not an outsider to the business - part of it! </li></ul><ul><li>We’re not doing him a favour by serving him - he’s doing us a favour by giving us his business </li></ul>
  10. 10. LEAVE THE EGO IN THE CAR-PARK! The Customer doesn’t want to know!
  11. 11. What does the Customer Want? <ul><li>The Customer want to be made feel special </li></ul>
  12. 12. How do I make the Customer feel special? <ul><li>Acknowledge the customer </li></ul><ul><li>Greet the customer </li></ul><ul><li>Give him your attention </li></ul><ul><li>Listen carefully and speak clearly </li></ul><ul><li>Don’t keep him waiting </li></ul><ul><li>Try and build rapport </li></ul>
  13. 13. Building Rapport <ul><li>Greet </li></ul><ul><li>Take cues from the conversation </li></ul><ul><li>Ask where the customer is from </li></ul><ul><li>Ask if it’s their first visit </li></ul><ul><li>Match your pace and voice with that of the customer </li></ul>
  14. 14. DON’T <ul><li>Don’t forget the greeting </li></ul><ul><li>Don’t Speak too fast/low </li></ul><ul><li>Don’t appear engrossed in other work/busy with other tasks </li></ul><ul><li>Don’t give short clipped answers </li></ul><ul><li>Don’t appear not to care </li></ul><ul><li>Don’t judge by appearance </li></ul><ul><li>Don’t argue with the customer </li></ul>
  15. 15. What the customer really really wants! <ul><li>“I want to be treated like an individual” </li></ul><ul><li>“I want you to respect my time” </li></ul><ul><li>“I want you to make it easy for me to do business with you” </li></ul><ul><li>“I want you to listen to me” </li></ul><ul><li>“I want you to tell me the truth” </li></ul><ul><li>“I want you to give me a reason to come back” </li></ul>
  16. 16. Never Assume! <ul><li>Don’t judge customers or think you know what they want </li></ul><ul><li>ASK </li></ul><ul><li>LISTEN </li></ul><ul><li>GET FEEDBACK </li></ul><ul><li>Never assume the customer knows what you know </li></ul>
  17. 17. Listening <ul><li>Don’t underestimate the importance of listening </li></ul><ul><li>Remember we have TWO EARS and one mouth so focus on what the customer is saying, not what YOU think he is saying </li></ul>
  18. 18. To help you listen better <ul><li>Focus on the customer, make eye contact </li></ul><ul><li>Give listening cues, ie nod, say ‘I understand’, smile </li></ul><ul><li>Don’t let your mind wander or get distracted </li></ul><ul><li>Listen to the customer’s body language </li></ul><ul><li>Don’t interrupt </li></ul><ul><li>Ask questions to make sure you understand </li></ul><ul><li>Repeat/summarise if necessary </li></ul><ul><li>GIVE THE CUSTOMER THE ATTENTION YOU WOULD LIKE TO RECEIVE. </li></ul>
  19. 19. FIRST IMPRESSIONS <ul><li>First impressions are vital - </li></ul><ul><li>A customer will decide in the first 15 seconds whether you are competent, prepared, approachable and efficient </li></ul>
  20. 20. People want to know about how much you care…before they care how much you know
  21. 21. Use your Customer Service Tools to create a good First Impression <ul><li>Your smile </li></ul><ul><li>Your voice </li></ul><ul><li>Your body language </li></ul><ul><li>Your words </li></ul>
  22. 22. Make the first 15 seconds count <ul><li>Smile and greet </li></ul><ul><li>Show interest, make eye contact, listen </li></ul><ul><li>Treat the customer as if he/she is the first person of the day </li></ul><ul><li>Be friendly, willing and helpful </li></ul><ul><li>Show interest, inform and cross-sell </li></ul><ul><li>Thank them for their business </li></ul>
  23. 23. Don’t forget your working environment also can make a good impression Customers often believe that sloppiness in one area of an organisation can mean a general carelessness in all areas.
  24. 24. Make sure desk is tidy and welcoming <ul><li>REMOVE the mess and papers </li></ul><ul><li>REMOVE out of date posters/fliers </li></ul><ul><li>Cupboards & drawers closed </li></ul><ul><li>Pens, message pads replenished throughout day </li></ul><ul><li>Calendar showing correct date! </li></ul><ul><li>Treat your work area as if it were your home. </li></ul>
  25. 25. And how our customers have described us... <ul><li>Well Groomed </li></ul><ul><li>Professional </li></ul><ul><li>Accountable </li></ul><ul><li>Caring </li></ul><ul><li>Sincere </li></ul><ul><li>Responsive </li></ul><ul><li>Approachable </li></ul><ul><li>Lively </li></ul><ul><li>Immediate attention </li></ul><ul><li>Likeable </li></ul><ul><li>On the Ball </li></ul><ul><li>Knows her stuff </li></ul><ul><li>Shows interest </li></ul><ul><li>Good Listener </li></ul><ul><li>Confident </li></ul><ul><li>Has sense of humour </li></ul><ul><li>Show Respect </li></ul><ul><li>Reliable </li></ul><ul><li>Patient </li></ul>
  26. 26. Customer Care Prayer Lord, I beg you, give me strength With certain customers who talk at length. Give me patience and the common sense To listen while the customer vents. Let me feel what they go through So I can see their point of view. Guide my words so what I say Reaches them in a courteous way ( continued on next slide)
  27. 27. Customer Care Prayer |Open my ears that I may be led To hear the message left unsaid. Show me ways to build rapport, And always try to offer more. Make me always show respect, And far exceed what they expect. (Continued on next slide)
  28. 28. Customer Care Prayer Remind me that service is but part of my role; Customer care is the primary goal. Help me always live this prayer To prove to them I really care. And at day’s end, let me look back with pride Knowing I kept every customer satisfied.