• Share
  • Email
  • Embed
  • Like
  • Save
  • Private Content
Delivering Service Excellence by Operational Excellence Consulting
 

Delivering Service Excellence by Operational Excellence Consulting

on

  • 2,825 views

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 ...

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:

1. find out and respond to each customer's needs and expectations
2. reduce customer's negative feelings
3. heighten customer's positive feelings towards your organization
4. satisfy customers within difficult conditions
5. apply the five A's of service recovery.

NUMBER OF SLIDES: 110

LEARNING OBJECTIVES

1. To instil in customer service staff the importance of providing excellent customer service
2. To equip frontline personnel with effective customer service techniques and skills to provide service excellence
3. To manage and handle customer interactions and relationships

CONTENTS

1. Introduction to Delivering Service Excellence
2. Managing Myself – the Service Provider
3. Identifying Customer Condition and Establishing Rapport
4. Determining Customer Needs and Expectations
5. Effective Communication Techniques
6. Meeting and Exceeding Customer Needs and Expectations
7. Satisfying Customers in Comfortable and Difficult Conditions

To download this complete presentation, please visit: http://www.oeconsulting.com.sg

Statistics

Views

Total Views
2,825
Views on SlideShare
2,825
Embed Views
0

Actions

Likes
4
Downloads
0
Comments
0

0 Embeds 0

No embeds

Accessibility

Categories

Upload Details

Uploaded via as Adobe PDF

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

    Delivering Service Excellence by Operational Excellence Consulting Delivering Service Excellence by Operational Excellence Consulting Presentation Transcript

    • Delivering Service Excellence © © OperationalExcellence Consulting. All rights reserved. Operational Excellence Consulting. All rights reserved.
    • Program Objectives • To instil in customer service professionals the importance of delivering excellent service • To equip customer service professionals with effective techniques and skills to provide excellent service • To manage and handle customer interactions and relationships Copyrights of all the pictures used in this presentation are held by their respective owners. © Operational Excellence Consulting. All rights reserved. 2
    • Program Outline NOTE: As this is a PREVIEW, only selected slides are shown. To download the complete presentation, please visit: http://www.oeconsulting.com.sg 1. Introduction to delivering service excellence 2. Managing myself 3. Identifying customer condition and establishing rapport 4. Determining customer needs and expectations 5. Effective communication techniques 6. Meeting and exceeding customer needs and expectations 7. Satisfying customers in normal and difficult conditions © Operational Excellence Consulting. All rights reserved. 3
    • Introduction to Delivering Service Excellence • Rising customer expectations • Customer service is an important aspect of doing business • Customers are the reason for our existence • Quality service as a competitive advantage • The need to constantly create value for the customer and improve customer satisfaction © Operational Excellence Consulting. All rights reserved. 4
    • Behaviors that Turn-off Customers • Apathy • Brush-off • Snobbish • Pretentiously kind • Rule-book • Run around • Different standards © Operational Excellence Consulting. All rights reserved. 5
    • The Difference Between Customer Service & Customer Satisfaction Customer Service Customer Satisfaction Cause Effect © Operational Excellence Consulting. All rights reserved. 6
    • 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 © Operational Excellence Consulting. All rights reserved. 7
    • Characteristics of Excellent Service • Especially pleasing because they are unexpected • Cost little or nothing • Take little or no extra time • Set us apart from competition • Involve doing something better or in a more personal way as opposed to giving something additional © Operational Excellence Consulting. All rights reserved. 8
    • Customer Satisfaction Approach 1 2 Open Interaction APPROACH CUSTOMER SERVICE SKILLS •Identify Customer Condition •Establish Rapport •Self-Management •Observation 3 Manage Interaction •Determine Needs & Expectations •Meet Needs & Expectations Conclude Interaction •Thank •Follow-up •Listen •Question •Empathize •Explain •Personalize •Adapt •Recover © Operational Excellence Consulting. All rights reserved. 9
    • Four Service Dimensions SelfManagement Job Knowledge Service Dimensions People Flexibility © Operational Excellence Consulting. All rights reserved. 10
    • Continuous Improvement “Attitude is a little thing that makes a big difference.” - Sir Winston Churchill © Operational Excellence Consulting. All rights reserved. 11
    • Displaying Customer Service Attitude • Projecting confidence • Thinking positive • Using positive language • Being enthusiastic • Conveying speed or urgency • Taking ownership or accountability • Being courteous © Operational Excellence Consulting. All rights reserved. 12
    • 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 job © Operational Excellence Consulting. All rights reserved. 13
    • 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? © Operational Excellence Consulting. All rights reserved. 14
    • Observation Skills • Helps us to identify customer conditions • Observation includes:  Watching body language  Listening for what is said and how it is said  Looking for cues that tell you what you’re seeing and hearing may not be in agreement © Operational Excellence Consulting. All rights reserved. 15
    • Customer Conditions Condition (Emotional State) Comfortable • Smile Observation • Converse • Relax Response Indecisive • Avoid • Fidget • Hesitate • Appreciation Demanding • Demand • Direct • Assert • Reassurance • Action • Clarity © Operational Excellence Consulting. All rights reserved. Angry • Insult • Argue • Intimidate • Validation 16
    • How to Establish Positive Rapport? • Greet the customer • Smile • Make eye contact • Project a positive attitude • Watch your sound and tone of voice, and body language • Have a sense of urgency • Personalize and adapt • Thank the customer • Follow up (if necessary) © Operational Excellence Consulting. All rights reserved. 17
    • 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” © Operational Excellence Consulting. All rights reserved. 18
    • Three Parts of Effective Listening Focusing your full attention on the other person Hearing what is being said - both the content and the feelings Thinking about the meaning of what is being said © Operational Excellence Consulting. All rights reserved. 19
    • 4 Types of Questions • Closed • Open • Fact-Finding • Feeling-Finding © Operational Excellence Consulting. All rights reserved. 20
    • Empathy vs Sympathy • Empathy  Acknowledge a person’s feelings and his/her right to feel that way • Sympathy  Agreeing with those feelings • What are the negative consequences as a result of sympathizing with a customer? © Operational Excellence Consulting. All rights reserved. 21
    • 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 © Operational Excellence Consulting. All rights reserved. 22
    • Verbal & Non-verbal Communication Verbal, 7% Body, 55% Vocal, 38% © Operational Excellence Consulting. All rights reserved. 23
    • Effective Face-to-Face Communication Techniques • Focused attention • Eye contact • Body language • Check your physical appearance • Clear, concise messages • Active listening • Respect cross-cultural preferences • Feedback © Operational Excellence Consulting. All rights reserved. 24
    • 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 customers © Operational Excellence Consulting. All rights reserved. 25
    • 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? © Operational Excellence Consulting. All rights reserved. 26
    • Why Personalize? • Is the way to differentiate the service (“brand”) you provide • You are saying to your customers:  I am proud of what I do and I want to be personally associated with it  I am confident enough that I am willing to “put my name on it”  I want you to remember my service as something special that you only get when you do business with me and my organisation © Operational Excellence Consulting. All rights reserved. 27
    • Definition of Adapting • Making a connection with customers by doing things in ways that are most appropriate to them as individuals © Operational Excellence Consulting. All rights reserved. 28
    • 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 © Operational Excellence Consulting. All rights reserved. 29
    • Why Ask for Expression of Satisfaction? • Know what is on customer’s “invisible report card” • Make sure they are not left either dissatisfied or in the zone of indifference • Provide opportunity to make an adjustment if they are not satisfied © Operational Excellence Consulting. All rights reserved. 30
    • 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 © Operational Excellence Consulting. All rights reserved. 31
    • Customer Condition: Demanding • Need immediate action • Expect you to do what they tell or ask you to do, now • Our self-talk  Be co-operative, efficient, confident and assertive  Not defensive, competitive • Make customer feel important • Keeping customer informed © Operational Excellence Consulting. All rights reserved. 32
    • Customer Condition: Angry • Need validation that they have a right to be angry and to express it • Focus our self-talk on:  Our intent/commitment to solve the problem  Need to manage the interaction, not the anger  Need to continuously listen, validate and understand  Reinforcing that customer doesn’t have a problem • Asking “feeling-finding” questions • Offer ongoing support © Operational Excellence Consulting. All rights reserved. 33
    • 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 solved © Operational Excellence Consulting. All rights reserved. 34
    • END OF PREVIEW To download this presentation, please visit us at: www.oeconsulting.com.sg © Operational Excellence Consulting. All rights reserved.