Marching towards excellency in customer service

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Marching Towards Excellency in Customer Service. - Any organization can be 10,000 strong, but for the customer, the person handling the transaction is the organization. What's regularly missing, in …

Marching Towards Excellency in Customer Service. - Any organization can be 10,000 strong, but for the customer, the person handling the transaction is the organization. What's regularly missing, in our experience, is the spark between the customer and frontline staff members—the spark that helps transform wary or skeptical people into strong and committed brand followers. That spark and the emotionally driven behavior that creates it explain how great customer service we deliver.

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  • 1. Customer Service
    Marching Towards
    Excellency in Customer Service
    Prakash Narayan Shukla pnshukla@gmail.com
  • 2. Exceptional Customer Service –that which leads to a level of "care" :
    Care and Concern for the Customer
    2) Spontaneity and Flexibility of frontline workers, which enhances the ability for on-the-spot problem-solving.
    3) Recovery: Making things right with the customer when the process has gone astray.
    Prakash Narayan Shukla
  • 3. Chapter - I
    Customer Service Strategy – Building A Customer Centric Organization
  • 4. Delivering a valuable and differentiated experience for customers is essential to any organization's strategy for growth and business survival.
    Consumers have an increasing range of choice:
    choice of supplier,
    choice of channel,
    choice of products and services.
    Their loyalty is determined by the quality of the experience they receive. In order for organizations to create and sustain competitive advantage there needs to be a clear strategy in place that meets their customers' demands and expectations.
    Customer Service Strategy - Building A Customer Centric Organization
    Prakash Narayan Shukla
  • 5. How to Measure Strategic Success - Yesterday, Today and Tomorrow
    What does the organization offer the customer? - Do we deliver?
    What do your competitors do? - Better or differently?
    What does the 'voice of the customer' confirm?
    What do customers really want?
    What can the organization do to set itself apart from and above the competition?
    Setting agreed customer service standards that deliver the, levels and measures
    Ensuring customer retention through excellence in service
    Developing the processes that nurture customer brand loyalty
    Recording and monitoring customer service issues
    Putting in place processes to resolve customer dissatisfaction
    Prakash Narayan Shukla
  • 6. Devising a Strategy to Respond to the Voice of the Customer
    Listen, act and deliver on customer needs
    Re-evaluate and re-align the customer experience in line with demand
    Using experience to re-shape the 'customer experience'
    Ensuring consistency at every customer 'touch point'
    Leading and motivating others to deliver superior service levels
    Prakash Narayan Shukla
  • 7. Chapter - II
    Managing Your Team to Deliver Excellent Customer Service
  • 8. Managing a customer service team is increasingly becoming a more demanding role.
    Customer service managers have to manage the individuals and the team in the face of ever increasing stressful situations, whilst at the same time ensuring the team stays motivated.
    We should equip ourselves as an individuals with the skills necessary to create and maintain a productive, customer focused climate
    Managing Your Team to Deliver Excellent Customer Service
    Prakash Narayan Shukla
  • 9. Objectives
    Understand your role and responsibilities as a customer service manager.
    Develop a customer centric culture within your department
    Motivate, manage and lead your team and individuals to deliver high quality customer service standards.
    Coach and develop individuals to achieve objectives
    Handle difficult situations and people using empathy and feedback.
    Understand how to overcome barriers to communication.
    Ongoing measurement and monitoring to support improvements in the customer experience.
    Enhance the effectiveness/ performance of your team and the achievement of objectives and results
    Prakash Narayan Shukla
  • 10. Focus
    The Manager as a Role Model
    • Your role and responsibilities
    • 11. Your impact on individuals, behaviors and culture
    • 12. Creating a customer centric culture within your department
    • 13. Sharing best practice
    Effective Communication
    • Overcoming barriers - ensuring your communication gets results
    • 14. Assertive team meetings and briefings
    • 15. Handling conflict within the team and promoting co-operative behaviors
    Motivating Teams and Individuals
    • Generate a team spirit ,Providing support and recognition
    • 16. Coaching and giving feedback
    • 17. Understand how employee experience mirrors the customer experience
    • 18. Build commitment within your team to deliver quality service
    Prakash Narayan Shukla
  • 19. Understanding Customer Expectations
    • Ensuring consistency at every customer intercations
    • 20. Importance of understanding your organizations product and services
    • 21. Identifying customers needs and issues
    • 22. Demanding customers - exploring options and alternatives
    Setting and Reviewing Customer Service Standards
    • Why set customer service standards?
    • 23. Reviewing performance against standards
    • 24. Monitoring customer satisfaction - continuous improvement
    Improving Team Performance
    • Prioritizing and planning for yourself and others
    • 25. Developing effective strategies for yourself and your team
    Customer Evaluation
    • What does the team need to do to meet customer expectations
    • 26. What am I going to do to satisfy customer needs
    Prakash Narayan Shukla
  • 27. Chapter - IV
    Effective Field Operation :
    Dealing Confidently with customers
  • 28. Effective Field Operation - Dealing Confidently with customers
    Organizations are often judged by the first impression they make. The Field engineers represents the initial point of contact with the outside world, and as such is in a powerful position to enhance the way the company is perceived
    Prakash Narayan Shukla
  • 29. Add value to customer relations and project your organization in a professional manner.
    Utilize a variety of skills and techniques which will enhance your interpersonal communications, both internally and externally.
    Develop effective listening skills.
    Understand how to take appropriate professional action when faced with difficult customers and 'awkward customers', or when handling queries and complaints.
    Appreciate your responsibility for enhancing customer relations and maintaining the 'quality' perception of your organization.
    Provide the highest level of internal customer service when taking and relaying messages and feedback
    Project a professional image and approach at all times.
    Objectives
    Prakash Narayan Shukla
  • 30.
    • Providing Excellent Customer Service
    • 31. Your role in representing your company/organization
    • 32. Defining your customers and your responsibilities to them
    • 33. The importance of first impressions
    • 34. Projecting a professional image - being well presented
    • 35. Maintaining a positive attitude
    • 36. Dealing customers in a professional manner
    • 37. Professional Communication Skills
    • 38. Effective listening skills
    • 39. Successful questioning techniques
    • 40. Professional etiquette and effective verbal & Non Verbal communication
    • 41. Powerful use of voice , language and Body gesture
    • 42. Acting on every queries of customer
    Focus
    Prakash Narayan Shukla
  • 43.
    • Handling the Customer
    • 44. Your conduct - what does it tell the customer about your company?
    • 45. The importance of clarity and brevity in your communication – Verbal & Non Verbal
    • 46. Dealing with difficult customers - remaining calm and professional
    • 47. Getting the most from discussion with customer
    • 48. Knowing your company’s business and standard of Operation
    • 49. Being prepared at all times
    • 50. Being Confident of your technical skills and performing practical operation.
    • 51. Interpersonal Skills in the Field Engineers Role
    • 52. Your self-image - how do others see you? Does this limit or enhance your performance?
    • 53. Dealing with conflict and difficult situations
    Prakash Narayan Shukla
  • 54.
    • Planning and Organizing Your Time
    • 55. Understanding the principles of prioritization, planning and organization
    • 56. Being well organized - getting the best from your systems and procedures
    • 57. Understand your personal impact on customers.
    • 58. Manage customer expectations.
    • 59. Deliver a first class customer experience within a stressful environment.
    • 60. Recognize how a change in your behavior can increase customer loyalty.
    • 61. Customer Centric Focus
    • 62. Finding out what your customers want and need
    • 63. Putting customer needs first
    • 64. Making the customer feel special and valued
    Prakash Narayan Shukla
  • 65.
    • Understanding Your Personal Impact
    • 66. What impression do you create?
    • 67. Positive words, tone and body language
    • 68. Establishing rapport
    • 69. Looking to exceed customer expectations
    • 70. Understanding Customer Requirements
    • 71. Identifying the customer's real problem
    • 72. Asking the right questions and understanding the issues
    • 73. Showing real empathy - ensuring the customer feels listened to
    • 74. Saying 'no' constructively
    • 75. Exploring option and alternatives
    Prakash Narayan Shukla
  • 76.
    • Remaining Calm Under Pressure
    • 77. Being on the 'firing line'
    • 78. Extremes of behavior - aggressive, sociable, cautious
    • 79. Understanding behavioral change
    • 80. What to say/do - What not to say/do
    • 81. Putting it into practice
    • 82. Generating Customer loyalty
    • 83. How can I influence customer loyalty?
    • 84. Re-aligning my customer service approach
    • 85. Achieving consistency in customer service quality
    Prakash Narayan Shukla
  • 86. Thank Youpnshukla@gmail.comhttp://prakashnarayanshukla.webs.comwww.linkedin.com/in/pnshuklahttp://www.facebook.com/pnshukla