Customer Service Skills

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How to improve your customer skills

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Customer Service Skills

  1. 1. Customer service skills
  2. 2. Who is a customer? <ul><li>Is he dependant? </li></ul><ul><li>An intrusion </li></ul><ul><li>A statistic </li></ul><ul><li>Why is he important? </li></ul>
  3. 3. What do customers really want? <ul><li>Benefits from the products? </li></ul><ul><li>Services offered </li></ul><ul><li>A solution to problems </li></ul><ul><li>Good service, reliability and quality </li></ul><ul><li>Continuity </li></ul>
  4. 4. <ul><li>THE DIFFERENCE BETWEEN THOSE </li></ul><ul><li>COMPANIES THAT MAKE IT AND THOSE </li></ul><ul><li>THAT DON’T – </li></ul><ul><li>IS GOOD CUSTOMER SERVICE ! </li></ul>
  5. 5. CUSTOMER SATISFACTION <ul><li>Broad based statistics </li></ul><ul><li>They are dissatisfied 25% of the time </li></ul><ul><li>5% complain </li></ul><ul><li>20% feel complaining is useless </li></ul><ul><li>95% may not come back </li></ul><ul><li>Why???? </li></ul>
  6. 6. <ul><li>The 5% complainer – </li></ul><ul><li>Bad service is carried through word of mouth </li></ul><ul><li>Slack handling of complaints </li></ul><ul><li>Improper attention to customer needs </li></ul><ul><li>Customer loyalty is not a priority </li></ul><ul><li>The 5% retention can increase customers by 25-85% </li></ul>
  7. 7. Characteristics of customer care <ul><li>Experience: No physical attributes </li></ul><ul><li>Perishable: moments spent are vital </li></ul><ul><li>Human interaction: your attitude/degree and quality </li></ul><ul><li>Reactions: the quality has to be consistent, as each customer has different needs! </li></ul><ul><li>Transferable: thoughts and experiences are transferable! </li></ul>
  8. 8. What is superior customer care? Customer friendly Positive response empathy assurance reliability
  9. 9. Superior customer care <ul><li>The big five factors </li></ul><ul><li>Reliability </li></ul><ul><li>Assurance </li></ul><ul><li>Customer friendly – tangible </li></ul><ul><li>Empathy </li></ul><ul><li>response </li></ul>
  10. 10. PARCH <ul><li>POLITE- at all times </li></ul><ul><li>ATTENTIVE-full concentration </li></ul><ul><li>RESPECTFUL: and focused </li></ul><ul><li>CONSIDERATE: showing concern </li></ul><ul><li>HELPFUL: without being asked </li></ul>
  11. 11. Key behavior skills <ul><li>Roll out the red carpet </li></ul>
  12. 12. Key behavior patterns <ul><li>A neat and tidy appearance </li></ul><ul><li>A clean face </li></ul><ul><li>Neat hair </li></ul><ul><li>A tidy work counter </li></ul><ul><li>Good speech and action </li></ul><ul><li>Correct address: sir/madam/mr/miss </li></ul><ul><li>Genuine speech </li></ul><ul><li>volume </li></ul>
  13. 13. Contd: <ul><li>Be clear </li></ul><ul><li>Modulate your tone </li></ul><ul><li>Suitable gestures </li></ul><ul><li>Listen </li></ul><ul><li>Maintain correct posture </li></ul><ul><li>Effective smiling </li></ul>
  14. 14. Application <ul><li>Greeting customers </li></ul><ul><li>SMILE </li></ul><ul><li>Nod if needed </li></ul><ul><li>Speak-be brief </li></ul><ul><li>Give Impact & pause for response </li></ul>
  15. 15. Offering assistance <ul><li>Offer in specific terms </li></ul><ul><li>Appropriate gestures </li></ul><ul><li>If unable to do so, make a general offer </li></ul><ul><li>And be prepared for a negative response </li></ul><ul><li>Never argue </li></ul><ul><li>Difference in CAN AND MAY </li></ul>
  16. 16. DELAYS <ul><li>APOLOGIZE </li></ul><ul><li>GIVE A REASON FOR THE DELAY </li></ul><ul><li>GIVE A TIME SPAN – IN A MOMENT,SHORTLY </li></ul><ul><li>3 MINUTES – ANGER </li></ul><ul><li>6 MINUTES- DISSATISFIED </li></ul><ul><li>OBLIGE WITH AMENITIES </li></ul>
  17. 17. REFERRING TO A SERVICE POINT <ul><li>Give correct indications </li></ul><ul><li>Mention who to ask for </li></ul><ul><li>Do not say –”I don’t know” </li></ul><ul><li>Do not bluff your way through </li></ul><ul><li>If you need to assist with a telephone call </li></ul>
  18. 18. How to point out a mistake to a customer <ul><li>Inform – quietly and confidentially </li></ul><ul><li>Speak in a sympathetic low tone </li></ul><ul><li>Provide the facts of the mistake </li></ul><ul><li>Help the customer to overcome the mistake </li></ul><ul><li>Do not say “you” or “your” to the customer </li></ul>
  19. 19. How to apologize for a mistake <ul><li>Apologize immediately </li></ul><ul><li>Admit as “my” or “our” </li></ul><ul><li>Do not blame other colleagues or departments </li></ul><ul><li>Inform them what you are going to do, but don’t exceed your authority </li></ul><ul><li>Give assurance that the mistake will not be repeated </li></ul>
  20. 20. How to say NO <ul><li>Never start with a NO </li></ul><ul><li>Isolate the customer </li></ul><ul><li>Apologize for saying NO </li></ul><ul><li>Give information and show attentiveness </li></ul><ul><li>Use a low tone – if it is unpleasant news </li></ul><ul><li>Handle the situation quietly – ask for alternatives he would like you make! </li></ul>
  21. 21. assistance <ul><li>Offer assistance to mothers with prams. </li></ul><ul><li>Assist people in wheelchairs </li></ul><ul><li>Inform them of facilities provided for them </li></ul><ul><li>Enquire if they need assistance </li></ul><ul><li>Offer any assistance to the handicapped, people with spastic children, or families with a senior citizen </li></ul>
  22. 22. Who are the complainers? <ul><li>When their expectations are not met </li></ul>
  23. 23. When they have been treated badly <ul><li>Apologize </li></ul><ul><li>Be courteous </li></ul><ul><li>Helpful </li></ul><ul><li>Might complain </li></ul><ul><li>To your superior </li></ul>
  24. 24. <ul><li>The customer who has been ignored </li></ul>
  25. 25. Dealing with difficult customers <ul><li>Give individual attention </li></ul><ul><li>Put yourself in their shoes </li></ul><ul><li>Use positive and friendly words </li></ul><ul><li>Ask pertinent questions-remain in control of the situation </li></ul><ul><li>Remain calm </li></ul><ul><li>Ensure that you and the customer see the problem in the same light </li></ul>
  26. 26. <ul><li>Never be afraid to say SORRY </li></ul><ul><li>Do not blame another customer or colleague </li></ul>

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