Customer Service (Part 1)

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This was conducted last May 2008 at the Brightstar Phils. conference room

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Customer Service (Part 1)

  1. 1. The BEST Programme Brightstar Excellence in Service Training Programme Brightstar Conference Room, April 19, 2008
  2. 2. <ul><li>Understanding Customer Service In Today’s Business Context </li></ul><ul><li>Identify Specific Problems In Your Customer Service Orientation And Apply Treatment </li></ul><ul><li>Workshop: Dealing with a Difficult Customer </li></ul><ul><li>Creating A Service Oriented Culture </li></ul>PROGRAM OBJECTIVES
  3. 3. Understanding Customer Service In Today’s Business Context
  4. 4. Please Write Your Definition Of Customer Service
  5. 5. Two Schools of Thought
  6. 6. T DELIGHT SATISFY Provide quality service that would delight and satisfy their needs The Old School of Thought
  7. 7. T Planned activities that are designed to create loyalty and devotion from delighted and satisfied customers The New School of Thought
  8. 8. That Customer Service is an “After Sales” activity The Old School of Thought
  9. 9. Customer Service has become an Effective Marketing and Sales Tool that adds Power to the Punch The New School of Thought
  10. 10. WHY THE PARADIGM SHIFT?
  11. 11. 86 % of defectors express satisfaction with the previous supplier frederick reicheld – ‘the loyalty effect’
  12. 12. SERVICE … .if you build they will come.
  13. 13. ‘ Everyone should tackle some great project at least once in their life.’ “ Be contributive to the development and welfare of the country by working together, regardless of position, in faithfully fulfilling your duties.&quot; SAKICHI TOYODA
  14. 14. In the late 1800s, a young man named Sakichi Toyoda was training to be a carpenter, like his father before him.  Soon, however, his life was headed down a different path.  Seeing poverty around him in his home village in Japan, he felt the need to improve society by making a positive contribution. 
  15. 15. Paternal Management Philosophy He believed that a company should create wealth for society as well as for shareholders, and should always work to alleviate poverty. Matsushita's business philosophy led to the Japanese &quot;paternal management&quot; tradition, whereby employees are viewed as being part of a &quot;family&quot; within the company, and are assured of lifetime employment, without fear of layoffs KONUSUKE MATSUSHITA
  16. 16. &quot;Recognizing our responsibilities as industrialists, we will devote ourselves to the progress and development of society and the well-being of people through our business activities, thereby enhancing the quality of life throughout the world.“ One of the most lasting of Matsushita's business sayings was, &quot;If we cannot make a profit, that means we are committing a sort of crime against society. We take society's capital, we take their people, we take their materials, yet without a good profit, we are using precious resources that could be better used elsewhere.&quot; His companies always made a profit. At one point, an American shopping for a video cassette recorder might look at GE, RCA, Sylvania, Magnavox, Montgomery Ward, Quasar and Panasonic without the knowledge that every one of these models was made by Matsushita.
  17. 17. To experience the sheer joy of innovation and the application of technology for the benefit and pleasure of the general public. We will create products that become pervasive around the world . AKIO MORITA
  18. 18. We will be the first Japanese company to go into the American market and distribute directly. … We will succeed with innovations like the transistor radio that American companies have failed at. … Fifty years from now, our brand name will be as well known as any on Earth. … and will signify innovation and quality that rivals the most innovative companies anywhere. … “ Made in Japan” will mean something fine, not shoddy.
  19. 19. END OF PART 1 THANK YOU
  20. 20. Identify Specific Problems In Your Customer Service Orientation And Apply Treatment REWIRING YOUR VALUES
  21. 21. “ executives say that the way their organisations interact with customers will be the greatest challenge in their operations between now and 2010” Economist Intelligence Unit – Business 2010
  22. 22. The Customer is Always Right. TEST QUESTIONS
  23. 23. Is it alright to apologize to a customer? TEST QUESTIONS
  24. 24. “ Duh, whatever.” TEST QUESTIONS
  25. 25. Is it alright to make promises to your customer? TEST QUESTIONS
  26. 26. To whom should you be loyal first: to your customer or to your company? TEST QUESTIONS
  27. 27. END OF PART 1 THANK YOU END OF PART 1 THANK YOU END OF PART 2 THANK YOU
  28. 28. THE ANGRY CUSTOMER FORMULATING STEPS ON HOW TO DEAL WITH DIFFICULT CUSTOMERS <ul><li>DIRECTIONS: </li></ul><ul><ul><li>GROUP INTO TWO </li></ul></ul><ul><ul><li>ONE GROUP WILL PLAY THE EMPLOYEE AND THE OTHER GROUP WILL PLAY THE CUSTOMER </li></ul></ul><ul><ul><li>EACH GROUP WOULD BE GIVEN 5 MINUTES TO MAKE THEIR SCRIPT PLAYING THE ROLE OF THE CUSTOMER </li></ul></ul><ul><ul><li>AFTERWARDS, THERE WILL BE A REVERSAL OF ROLES </li></ul></ul>Workshop
  29. 29. END OF PART 3 THANK YOU
  30. 30. Developing a Culture of Service

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