Customerservice new 199

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  • 1. Customer Service
  • 2. Customer Service
    • Objectives of the program:
    • Who is a customer
    • Identify your customer- Internal and External
    • What quality characteristics are important for Customer service
    • How to create positive memorable experiences for all customers
  • 3. Caring Customer Service
    • Outcomes of this module are:
    • Identify different kinds of customer contact
    • Demonstrate and use Caring Responses
    • Create and use a series of Caring Responses
  • 4. Customer Service
    • You are among the growing group of people who have joined a service organization dedicated to meet needs of others. The expectations today are very high because customers expectations for service have increased tremendously
  • 5. Reactions
    • What is often surprising is how long these reactions last
    • Good & bad customer care can arouse powerful emotions
    • Benefits- remarkable or disastrous
    • Opportunity- retain/ lose customers & gain/ lose several more
    • Research shows that someone who has had a bad customer experience will tell at least 10 other people
  • 6. Customer Service
    • Who are Customers?
    • People who receive my output
    • People who pay me
    • They are the reason why I do my job
    • People who want to avail my company’s services
  • 7. Foundation of Customer Service
    • Customers are of two types:
    • Internal
    • External
  • 8. Foundation of Customer Service
    • Internal customer:
    • Group of people you may serve within the organization.
    • External customer:
    • “ someone who depends on the timeliness, quality, and accuracy of someone else’s work.” These are customers who come to your organization for some services or products.
    • You are a customer of others within an organization and you also have customers.
  • 9. Customer Service
    • What quality characteristics are important to your customers?
    • Accuracy
    • Friendliness
    • Timeliness
    • Efficiency
    • Courtesy
    • Honesty
  • 10. Why is Service so Difficult to Define Accurately?
    • It is not tangible
    • It cant be measured/ weighed
    • It is more emotional than rational
    • You can sell it, but you cannot give a customer a sample to take & show to another
    • Having given it, the customer may not have acquired anything
  • 11. Customer Service
    • Core service and Customer service
    • Core Service: is the service or product your organization provides to its customers- your “reason for being”
    • Customer Service: includes all of the interactions you have with a customer while you are conducting the business
  • 12. Service can be Divided into two main types:
    • MATERIAL:
    • Price, Quantity, Quality, Type of equipment, Routines, Working method, Manning etc.
    • PERSONAL:
    • It is personal service which upgrades a neutral impression about a service to a good impression.
    • A honest smile & full personal attention will work wonders even if material service breaks down.
  • 13. In any Interaction
    • Human level
    • (to fulfill current human needs)
    • Business level
    • (to accomplish external purposes and objectives)
  • 14. Customer Service
    • The four things the Customer wants:
    • Friendly, caring service:
      • Being interested
      • Giving information
      • Listening carefully
      • Answering questions
      • Warm friendly responses at all times especially when customers are upset or have concerns
    • Flexibility: Customer want the person to “jiggle” the system to make it work for them. They don’t want to hear “No”
  • 15. Customer Service
    • The four things the Customer wants:
    • Problem resolution:
      • Business problems
      • Non-business problem
    • Recovery: If and when mistake is made, customer wants you to take care of it quickly and to their satisfaction
      • Apology
      • Fix it
      • Extra Step
      • Follow up
  • 16. Moments Of Truth
    • A moment of truth is any point in the interaction during which the customer has an opportunity to gain an impression of the service provided by the company
    • Research has shown that it takes on average 12 shining moments of truth to compensate for one dull moment of truth
  • 17. Caring Responses
    • The Caring responses are skills that can be used all the time, not just when customers are upset. The four skills are:
    • Acknowledging
    • Appreciating
    • Affirming
    • Assuring
  • 18. Dont’s
    • Don’t Forget
    • Don’t Hesitate
    • I will try
    • Unfortunately
    • Free
    • Discount
    • Sadly
    • We cant do that
    • Just a second
  • 19. Dont’s
    • I am afraid
    • I don’t know
    • Cost problem
    • Don’t worry
    • No problem
    • But
    • You will have to
    • It’s a policy
  • 20. The Benefits of Good Customer Service
    • Personal Benefits WIFM:
    • Less stress
    • Higher efficiency
    • More job satisfaction
    • Organizational Benefits:
    • Key to survival and success
    • Motivated teamwork
    • Cost effective
    • Adds to the company bottom line
  • 21. Some Startling Statistics
    • Only 4% of customers actually complain
    • For every complaint you receive there are 26 unattended
    • Around 75% of the complaining customers will do business with you again, if you act quickly
    • It costs 5-6 times more to attract new customers than to keep old ones
  • 22. Surprised?
    • Out of the entire customers you lost:
    • 1% die
    • 3% move away
    • 9% go away for cheaper prices
    • 19% are chronic customers
    • 68% leave due to bad service
  • 23. So Most Of All
    • Customers go elsewhere because the
    • people they deal with are indifferent to
    • their needs 68%.
  • 24. The two types of Customer Service
    • Reactive Customer Service
    • Proactive Customer Service
  • 25. Reactive Customer Service
    • Starts after receiving a complaint.
    • Moves on to solving the complaint.
    • Usually is a one time activity.
    • Basically we wait till the time complaints come.
    • Uncaring
    • Unresponsive
    • Uninvolved
    • Rude
    • In general, they under-deliver customer service
  • 26. Proactive Customer Service
    • Starts at the time of customer making the purchase
    • Makes buying a pleasant experience
    • Reduces the waiting time
    • Delivers service more efficiently
    • Increases customer retention
    • Lesser complaints
    • The Bottom Line- does wonders for you and your company
  • 27. Winner/ Loser Tapes
    • LOSER TAPES WINNER TAPES
    • There are so many The customer is
    • customer problems the reason we are
    • here
    • The back room is How to organize disorganized the back room
  • 28. Winner/ Loser Tapes
    • LOSER TAPES WINNER TAPES
    • The customer just How can we use
    • doesn’t understand this information to
    • gain revenue/
    • credibility by
    • educating the
    • customer
    • I have too much Having lots to do make
    • work to do time fly
  • 29. GUEST
    • G- Greet the customers
    • U- Understand customer needs
    • E- Explain features and benefits
    • S- Suggest additional items
    • T- Thank the customer
  • 30. Three Styles of Communication
    • Aggressive communication:
    • Communication becomes aggressive when we stand up for our rights in such a way that the other persons rights are violated. It leads to a close down in communication.
  • 31. Three Styles of Communication
    • Submissive communication:
    • When we use submissive communication we fail to stand up for our rights or we express them in a way that allows others to easily disregard them. It leads to win lose communication, where neither party is satisfied.
  • 32. Three Styles of Communication
    • Assertive communication:
    • It involves standing up for our own rights in a way that it does not violate the rights of others.
  • 33. Customer Service Attitude
    • Work – as if money is not important,
    • Trust – as if never been ditched,
    • Dance – as if nobody is watching,
    • Love – as if never been hurt………..
  • 34. Customer Service Attitude
    • “Thank you for calling Customer Service.
    • If you are calm and rational, press 1.
    • If you are a whiner, press 2.
    • If you are a hot head, press 3…….
  • 35. Customer Service Attitude
    • Customer Service is
    • 80% Attitude
    • &
    • 20% Technique
  • 36. What is Customer Service Attitude……….?
    • “Customer Service Attitude is the inherent
    • ability to look at every interaction with the
    • customer as an opportunity for customer
    • delight and service excellence”
  • 37. Displaying Customer Service Attitude
    • Projecting Confidence
    • Thinking Positive
    • Using Positive Language
    • Being Enthusiastic
    • Conveying Speed or urgency
    • Taking Ownership or accountability
    • Being Courteous
  • 38. CONFIDENCE
    • “ Who has Confidence in himself will gain
    • the confidence of others”
  • 39.
    • Our beliefs fuel our actions.
    • Positive beliefs lead to positive actions
    • and negative beliefs lead to negative actions.
    Thinking Positive
  • 40.
    • Using positive language!
    • The way you express yourself will affect
    • whether your message is received positively
    • or negatively
  • 41.
    • Conveying Speed or Urgency
    • Your problem is important
  • 42.
    • Taking Ownership
    • To the customer you are the Company
  • 43.
    • Courtesy
    • Please
    • Politeness goes far yet costs nothing
    • Thank you
  • 44.
    • A customer is not dependent upon
    • us……….
    • We are dependent upon him for our living
  • 45.
    • A customer is not a cold statistic.
    • He is flesh and blood human being with
    • emotions and prejudices just like our own
  • 46. Best Model
    • B: Being the customer interaction
    • Gauge mood
    • Build rapport
    • E: Establish the customers agenda
    • Ask open and closed ended questions
    • Be quiet
    • Listen actively
    • Probe for specifics
    • Paraphrase
  • 47. Best Model
    • S : Satisfy the customer’s needs.
    • Generate more than one option
    • Consider the customer’s perspective
    • T: Thank the customer and verify the next step
    • Thank the customer
    • Verify who will do what by when
  • 48.
    • When we learn to appreciate one
    • another’s differences, we become more
    • willing to listen, more open to new ides
    • and more eager to grow.
    • Birds of different feathers come flocking to
    • us- we have to work together with them.
  • 49. Good Customer Service rests on 3 P’s People Product Process