Customer service is a central issue in every business. It is an absolute necessity if your business is to remain competitive.
Safety on premises, comfort and appearance on premises ,parking, knowledgeable & courteous guidance from service provider. Quality customer service is meeting and exceeding customer expectations every time. Discuss the term consistency
1. Learning Outcomes Acknowledge the customer using standard phrases within policy procedures Identify the nature of the customer inquiry Use an attentive manner in dealing with customer Terminate calls using standard phrases ,within policy procedures and phrases Confirm customer identity and details with customer records, if appropriate
2. Learning Outcomes Establish rapport using active listening and empathy techniques Identify customer requirements using active listening and empathy. Obtain agreement on course of action Refer the customer to other agent as appropriate Notify the customer and agent and agent of relevant details
3. Provide Quality Customer Service Who is a Customer????
4. A Customer is: Someone who depends on the timeliness, quality and accuracy of someone else’s work. Person that pays for goods and services that you provide.Customer Types Internal External
5. Internal Customer People working in different department People working in different branches
6. External Customers Individuals of different needs Individuals of different cultures Business people Groups
7. What is Quality Customer ServiceDefinition: The aim of quality customer service is to provide a consistently high level of service to customers that meet or exceeds international standards. Identifying ,understanding, anticipating and fulfilling the needs of your customers (tailoring of services, but standardized) Managing your service environment.
8. In terms of customer service managementskills we tend to be…….. Argumentative & Defensive Judgmental Fail to Apologize Will not give her name Have to let you know when you are wrong Enticed by social status-(so service is inconsistent) Have to let the world know when we are vex
9. Customer ExpectationsThey will have differing needs, wants, choices but have common expectations: To be respected Appreciated Understood Satisfied
10. Identifying customers inquiry Listen actively and carefully Ask Questions where clarification is necessary Analyze what the customer has said
11. Reasons for inquiries Billing Discrepancies Non –Delivery Late Delivery Quality Issues Other Nb: Some organizations use inquiry forms to track the reasons for customers’ inquiries. All customer inquiries must be dealt with promptly.
12. We See Over The PhoneTelephone Tips : Every caller is to be treated as a welcome guest Monitor your voice ; irritation, preoccupation, hurrying , being judgmentalOver the phone your voice is all you have going for you. Always sit up your voice picks up. Smile so that your tone is softened. Always be patient Never rush the customer Give your undivided attention Never interrupt the customer
13. We See Over The PhoneTelephone Tips : Every caller is to be treated as a welcome guest Monitor your voice ; irritation, preoccupation, hurrying , being judgmentalOver the phone your voice is all you have going for you. Always sit up your voice picks up. Smile so that your tone is softened. Always be patient Never rush the customer Give your undivided attention Never interrupt the customer
14. Steps In Responding Incoming calls Answer promptly Greet the caller pleasantly Identify the organization /department Take messages accurately Speak in a natural tone Say “thank you” and “you’re welcome” Listen attentively Use customers name Speak directly in the transmitter
15. Steps In Responding Incoming calls Answer promptly Greet the caller pleasantly Identify the organization /department Take messages accurately Speak in a natural tone Say “thank you” and “you’re welcome” Listen attentively Use customers name Speak directly in the transmitter
16. Steps In Responding To Incoming Calls Apologize for mistakes End the call ProperlyPlace the caller on hold: Only if you must Ask permission Wait for an answer (if they didn’t respond…..”will that be ok?” Never say “Hang on” or “Hold on” Check back every 25-30 seconds
17. Steps In Responding To Incoming Calls Apologize for mistakes End the call ProperlyPlace the caller on hold: Only if you must Ask permission Wait for an answer (if they didn’t respond…..”will that be ok?” Never say “Hang on” or “Hold on” Check back every 25-30 seconds
18. Terminate Calls When terminating or closing a call you should do the following: Start making statements in the past tense Repeat/summarize information you have already conveyed Thank the customer for his/her, name and end the call Use standard farewell of the organization you represent
19. Terminate CallsAlways allow the customer to hang up firstExamples of standard closures/termination: “Thank you for taking the time to call. Goodbye. Mr. Brown, Thank you for calling. Goodbye.
20. Make an outbound contact This is a contact call made by an agent or a customer service representative from a call centre to promote/sell goods and services.(telemarketing) These calls are usually made to existing customers but sometimes calls are made to new customers. Outbound calls are made for a variety of reasons including:
21. Make an outbound call To market new products and services To confirm that customers have received their orders To follow up on services provided To follow up on overdue accounts To carry out market researchNb. Assess the customers availability
22. Establish a relationship with thecustomer Confirm the customers identity and details Establish rapport Demonstrate active listening skills Demonstrate empathy Letting your responses acknowledge and validate the customers point of view
23. DiscussionWhy is it important for you to know theorganizations policy regarding greeting?•What role does listening play indetermining the nature of an inquiry?Discuss 4 qualities/Traits an agent shoulddisplay when dealing with a customer?
24. Determine Customers Requirement Identify customers requirement by listening actively Seek clarifications where necessaryTip: If you are unable to identify the requirements of the customer correctly, you will take the wrong action. This may result in time wasting and frustration.
25. ActivityDuration : 5minutes.
26. Determine CustomersRequirements During an interaction with your client provide options to satisfy customers needs Communicate clearly and be articulate when communicating your course of action to your client When explaining a course of action you should do so breaking down the information into action into actionable steps
27. Determine CustomersRequirements Separating each step and pause between each Asking the customer if he/she understands Repeating/ Paraphrasing Asking the customer what you have said
29. Respond to Customer Request Promptly respond to, and discuss requests Identify and recommend options Commit to meet customer requests. committing simply means keeping the promises you have made to the customer regarding: When you will supply the product/service How will you supply
30. Respond to Customer Requests Any cost associated with the delivery Any special needs of the customer Nb. Your credibility is important.
31. Activity Select a team mate and role play responding to customer request. Incorporate what you have learnt.