Day One Quality Customer Care

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Day One Quality Customer Care

  1. 1. Achieving Excellence Through Customer Service 9 th and 10 th November, 2007 Crown Berger Limited P O BOX 78188 - 00507 Nairobi, Kenya Presented by: Tips Management Services Limited P O Box 78049 – 00507, Nairobi Phone: 2089431/343357 Fax: 343357 Email: tipsco@wananchi.com Website: www.tipsmanagement.com John Tschohl
  2. 2. <ul><li>T Total Quality Management </li></ul><ul><li>I Information Technology </li></ul><ul><li>P Productivity Improvement </li></ul><ul><li>S Strategic Management </li></ul>
  3. 3. <ul><li>TIPS MANAGEMENT SERVICES LIMITED </li></ul><ul><li>PRODUCTS AND SERVICES </li></ul><ul><li>Total Quality Management </li></ul><ul><li>Information Technology </li></ul><ul><li>Productivity Improvement </li></ul><ul><li>Strategic Management / Formulation/ Implementation / Evaluation </li></ul><ul><li>Employee Performance Appraisal System </li></ul><ul><li>Job Evaluation </li></ul><ul><li>HIV/ AIDS Awareness and Management / AIDS Awareness in the Work Place </li></ul><ul><li>Salaries and Benefits Survey  </li></ul>
  4. 4. <ul><li>Organizational Development </li></ul><ul><li>Organizational Re-engineering </li></ul><ul><li>Sales and Marketing </li></ul><ul><li>Corporate Strategy </li></ul><ul><li>ISO 9000 Quality Assurance System </li></ul><ul><li>Policies and Procedure Writing </li></ul><ul><li>Strategies for Competitiveness </li></ul><ul><li>Communication Skills in Business </li></ul><ul><li>Essential of Management </li></ul><ul><li>Leadership Skills for Managers </li></ul>
  5. 5. <ul><li>Appraisal For Results </li></ul><ul><li>Organization Culture </li></ul><ul><li>Telephone and Public Relation Skills </li></ul><ul><li>Challenges of the 21 st Century </li></ul><ul><li>Management Development Program </li></ul><ul><li>Customer Care Services </li></ul><ul><li>Quality Improvement / Planning Control </li></ul><ul><li>Project Design and Management </li></ul><ul><li>Industrial Relations </li></ul><ul><li>Staff Recruitment and Executive Selection </li></ul>
  6. 6. <ul><li>Time Management </li></ul><ul><li>Problem Solving Skills </li></ul><ul><li>Managing Meetings </li></ul><ul><li>Management of Change </li></ul><ul><li>Organization Restructuring </li></ul><ul><li>Projects Evaluation and Management </li></ul><ul><li>Privatization </li></ul><ul><li>Human Resources Development </li></ul><ul><li>Team Building </li></ul><ul><li>Training of Trainers </li></ul><ul><li>Capacity Building and Development </li></ul>
  7. 7. <ul><li>Organization Master Planning </li></ul><ul><li>Company Director Roles and Responsibilities </li></ul><ul><li>Retirees Program (Retired / Retiring or Retrenching Staff) </li></ul><ul><li>Personnel Policy Manual </li></ul><ul><li>Stress Management </li></ul><ul><li>Alcohol and Substance Abuse in the Workplace </li></ul>
  8. 8. 2007 NEW PRODUCTS & SERVICES THE DISCIPLINE OF SERVICE <ul><li>LET (Leading Empowered Teams) </li></ul><ul><li>FEELINGS (Customer Service Excellence) </li></ul><ul><li>BAD Campaign (Buck-A-Day) </li></ul><ul><li>Exceptional Service </li></ul><ul><li>GOOD Idea Campaign </li></ul><ul><li>Service First Video Library </li></ul><ul><li>BAD is Back </li></ul>
  9. 9. DEFINING SERVICE QUALITY CULTURE
  10. 10. Customer Service Vs. Quality Customer Service <ul><li>Customer service is merely meeting customer expectations as per the normal procedure. </li></ul><ul><li>Quality customer service is meeting and exceeding the customers intellectual and emotional needs and expectations i.e. adding value to the customers requests, needs etc </li></ul>
  11. 11. Elements of Quality Service <ul><li>1. Speaking in a courteous and caring manner </li></ul><ul><li>2. Listening with respect and asking </li></ul><ul><li> questions to ensure understanding </li></ul><ul><li>3. Doing your best </li></ul><ul><li>4. Working together to satisfy customer </li></ul><ul><li> needs </li></ul><ul><li>5. Learning to meet new challenges and </li></ul><ul><li> resolve problems </li></ul>
  12. 12. Quality Service Scale <ul><li>Intolerable Fully Satisfactory </li></ul>Low Good Excellent Unacceptable Commendable Exemplary Unsatisfactory (Speak abruptly or argue with customers) ( Socialize with co-workers while customers wait) ( Take too much time processing customers’ transactions) ( Give customers full attention, smile and make eye contact) (Show persistent enthusiasm with customers) (Calm irate customers)
  13. 13. Lee Scott President & CEO, Wal-Mart “ We must provide the level of service our customers expect and deserve.”
  14. 14. CREATING QUALITY SERVICE CULTURE IN AN ORGANISATION
  15. 15. CREATING QUALITY SERVICE CULTURE IN AN ORGANISATION <ul><li>Why create this CULTURE? </li></ul><ul><li>To sustain teamwork in a working environment </li></ul><ul><li>The feelings of others count </li></ul><ul><li>Customers expect quality and speed </li></ul><ul><li>To develop a win/win relationship </li></ul><ul><li>Each person is special </li></ul><ul><li>To enhance Positive communication </li></ul>
  16. 16. Creating a Service Culture <ul><li>The employees need to know that: </li></ul><ul><li>No matter how large the business, every employee in one way or another is working to serve a direct customer </li></ul>Direct Customers
  17. 17. <ul><li>People are the business </li></ul><ul><ul><li>We reflect the way we feel about our fellow co-workers to the customer. </li></ul></ul><ul><ul><li>We are in business because of our customer. </li></ul></ul><ul><li>Maintaining a friendly, open atmosphere is necessary because : </li></ul><ul><ul><li>When you help a co-worker, they may reciprocate the behavior </li></ul></ul><ul><ul><li>When you perform well, your co-workers won’t have to do your job in addition to theirs </li></ul></ul><ul><ul><li>When you learn your job, develop your efficiency and expand your duties, you are helping someone else. </li></ul></ul>
  18. 18. <ul><li>Positive interaction makes work fun </li></ul><ul><ul><li>Positive interaction improves our working environment since we spend a lot of time on the job. </li></ul></ul><ul><li>Team spirit is essential </li></ul><ul><ul><li>People must work together as a team to accomplish goals which benefit everyone </li></ul></ul><ul><ul><li>Everyone in the team has something special to contribute to the group </li></ul></ul>
  19. 19. <ul><ul><li>By satisfying your internal and external customers in the best way possible, it creates that sense of teamwork that successful companies thrive on </li></ul></ul><ul><li>Everyone likes to be complimented </li></ul><ul><ul><li>Everyone likes to be complimented, and to know that someone cares enough to listen and offer help </li></ul></ul>
  20. 20. <ul><li>Limited job knowledge reduces performance </li></ul><ul><ul><li>Failure to learn your job simply means that someone else has to work harder </li></ul></ul>
  21. 21. REDEFINING THE CUSTOMER IN COMPETITIVE BUSINESS ENVIRONMENT
  22. 22. <ul><li>“ We spend all our time on people. The day we screw up the people thing, this company is over. </li></ul><ul><li>-Jack Welch, former CEO General Electric </li></ul>
  23. 23. Who is a customer?
  24. 24. <ul><li>The customer is…….. </li></ul><ul><li>Organization/group/person/system that one interacts with in his/her day to day business concerns </li></ul><ul><li>The reason to why we do business </li></ul><ul><li>The Boss/King </li></ul>Let me introduce you to your customer
  25. 25. Internal & External Customers <ul><li>External customers are people not employed by this organization. They are users of our services. </li></ul><ul><li>Internal customers are employees or departments within our organization who also have a job to do and who depend on your services, products or “outputs” to serve their customers. </li></ul>
  26. 26. What do customers need <ul><li>Reliability. </li></ul><ul><ul><li>Customers want companies to perform desired services dependably, accurately and consistently </li></ul></ul><ul><li>Responsiveness </li></ul><ul><ul><li>Companies should be helpful and provide prompt service </li></ul></ul>
  27. 27. <ul><li>Assurance </li></ul><ul><ul><li>Employees should be knowledgeable and courteous and should convey confidence in the service they provide </li></ul></ul><ul><li>Tangibles </li></ul><ul><ul><li>Attractive and clean Physical facilities as well as well groomed employees </li></ul></ul><ul><li>Empathy </li></ul><ul><ul><li>Customers want companies to provide individual attention and to listen to them </li></ul></ul>
  28. 28. <ul><li>Deliver on promises </li></ul><ul><ul><li>A company must provide the service that is promised to the customer </li></ul></ul><ul><li>Speedy service </li></ul><ul><ul><li>Every task performed needs to be done quickly and efficiently </li></ul></ul><ul><li>Understand your responsibilities </li></ul><ul><ul><li>Don’t wait for someone to complain before correcting problems that create inconvenience </li></ul></ul>
  29. 29. HOW TO BE SUCCESSFUL IN OFFERING QUALITY SERVICE
  30. 30. <ul><li>“ The purpose of business is to create and keep customers.” </li></ul><ul><li>Peter Drucker – Management Consultant </li></ul>
  31. 31. OFFERING QUALITY SERVICE <ul><li>Friendliness by: </li></ul><ul><li>Making eye contact </li></ul><ul><li>Greeting the customer </li></ul><ul><li>Answering questions or obtaining answers quickly </li></ul>
  32. 32. <ul><li>Hurrying </li></ul><ul><li>Talking, acting in an enthusiastic, sincere and personal way </li></ul><ul><li>Giving customer total attention </li></ul><ul><li>Speaking in a friendly manner </li></ul><ul><li>Listening to resolve any complaint </li></ul><ul><li>Offering unsolicited help now and then </li></ul>
  33. 33. <ul><li>Personal treatment </li></ul><ul><ul><li>Treat each customer as an individual </li></ul></ul><ul><li>Use the customers name </li></ul><ul><ul><li>Using customers name repeatedly during a transaction. You might remember it next time </li></ul></ul><ul><li>Be prompt and efficient </li></ul><ul><ul><li>Recognize other peoples time is valuable </li></ul></ul>
  34. 34. <ul><li>Do more than the minimum </li></ul><ul><ul><li>Aim at exceeding customers expectations </li></ul></ul><ul><li>Compliments </li></ul><ul><ul><li>The customers feelings of self worth should be complimented, praised and reinforced in a friendly way. </li></ul></ul><ul><li>Actions speak louder than words </li></ul><ul><ul><li>- Be mindful of your body communication </li></ul></ul>
  35. 35. EXERCISE <ul><li>List at least three positive changes in your work area that would improve service delivery to customers and co-workers. </li></ul><ul><li>How do you think quality service can help eliminate stress, build morale, avoid being put down and help you feel good about yourself? </li></ul><ul><li>What can you do to improve your speed in completing tasks and delivering on your promises to customers? </li></ul>
  36. 36. THE ART OF SATISFYING AND CREATING DELIGHTED CUSTOMERS
  37. 37. <ul><li>“ I WANT IT ON TIME and in the proper hands. I want it done correctly, accurately, exactly, reliably, expertly, proficiently, faithfully , totally, absolutely, maturely, flawlessly, supremely, and certainly without fault. I want it unharmed, untainted and un-screwed up. And most of all I want it done CHEAP !” </li></ul><ul><li>Achieving Excellence through Customer Service </li></ul>
  38. 38. Customer Care Strategy <ul><li>4R’s of customer feedback </li></ul><ul><li>By using the four R’s of customer </li></ul><ul><li>feedback, one gains valuable information </li></ul><ul><li>to improve or maintain your company’s </li></ul><ul><li>service quality </li></ul>
  39. 39. <ul><li>Recognize – it requires you to sit down and identify those “foggy” areas of your business where you don’t regularly hear the voice of the customer. </li></ul><ul><li>Request – you have to explicitly request feedback from your customers. </li></ul><ul><li>Respond – thank your customers for their comments. </li></ul><ul><li>React – keep track of customer comments in a database. First act on comments which are made several times. It’s your reaction to the customers’ feedback that will make all the difference. </li></ul>
  40. 40. Rules of customer service to remember <ul><li>Hea r the customers </li></ul><ul><li>Understand the customers </li></ul><ul><li>Like the customers </li></ul><ul><li>Respect the customers </li></ul><ul><li>Help the customers </li></ul><ul><li>Appreciate the customers </li></ul>
  41. 41. HOW TO HANDLE SPECIAL PROBLEMS, CONCERNS, AND COMPLAINTS
  42. 42. <ul><li>“ Those who buy support me, those who come to flatter please me. Those who complain teach me how I may please others so that they will buy. Those who do not complain hurt me. They don’t allow me to correct my errors and thus improve my service.” </li></ul><ul><li>Marshall Field – Pioneering Merchant </li></ul>
  43. 43. <ul><li>A Complaint Is An Opportunity </li></ul><ul><li>To Make Things Right </li></ul>
  44. 44. Complaints <ul><li>Provide opportunity to learn what customers really think. </li></ul><ul><li>Welcome them as a chance to impress your customers and encourage their loyalty while looking for ways to prevent similar problems from recurring again. </li></ul>
  45. 45. <ul><li>How to effectively handle the Irate Customer </li></ul><ul><li>Listen carefully and with interest to what the customer has to say </li></ul><ul><li>Put yourself in the customer’s place (empathize) </li></ul><ul><li>Ask questions in a caring, concerned manner and listen actively to the customer’s answers </li></ul>
  46. 46. <ul><li>Suggest one or more alternatives to answer their concerns </li></ul><ul><li>Apologize without blaming even if you personally aren’t to blame </li></ul><ul><li>Solve the problem or find someone who can solve it and let the customer know what you are doing to resolve it </li></ul>
  47. 47. <ul><li>Patience and Tact – Be cool, collected and informed about your responsibilities </li></ul><ul><li>Practice handling complaints within the team before meeting customers to discuss them </li></ul>
  48. 48. Points To Remember <ul><li>A well handled complaint is an opportunity </li></ul><ul><li>to strengthen customer relationships </li></ul><ul><li>One complaint will often reveal others </li></ul><ul><li>customers have kept to themselves </li></ul><ul><li>Look for trends in complaints and analyze </li></ul><ul><li>the results </li></ul>
  49. 49. Tactics to Avoid <ul><li>First , don’t directly challenge the customer. Even if the customer is wrong and you’re right, don’t attempt to prove it </li></ul><ul><li>Second, don’t let the conversation wander off the specific problem The goal is to solve the problem, not find more of them </li></ul>
  50. 50. <ul><li>Third, don’t participate in fault finding, it doesn’t help anyone to shift the blame to another department or person </li></ul><ul><li>Finally , don’t let your personal feeling get in the way. Remain cool and collected and use courtesy and tact </li></ul>
  51. 51. TREAT EACH CUSTOMER AS AN INDIVIDUAL <ul><li>We are not numbers, we are individuals </li></ul><ul><li>Treating people like numbers is poor service </li></ul><ul><li>Treating people as individuals is quality service </li></ul><ul><li>Treat people as you would like to be treated </li></ul><ul><li>Recognize customer behaviour </li></ul><ul><li>Understand what type or kind of customers your are serving </li></ul><ul><li>Quality service leads to customer retention </li></ul>
  52. 52. The Golden Rule <ul><li>Do unto others </li></ul><ul><li>as you would have them </li></ul><ul><li>do unto you. </li></ul>
  53. 53. The Platinum Rule <ul><li>Do unto others </li></ul><ul><li>as they would want you </li></ul><ul><li>to do unto them. </li></ul>
  54. 54. Service Recovery <ul><li>Taking positive steps to </li></ul><ul><li>undo the damage we’ve done </li></ul><ul><li>and restore the customer’s faith </li></ul><ul><li>in us and our organization. </li></ul>
  55. 55. Implementing a complaint – Handling Process
  56. 56. <ul><li>Pay full attention to what is being said, avoid interrupting and take notes </li></ul><ul><li>Show a sympathetic interest and make it clear that you are on the customers side, even if they are angry </li></ul>Recording Listen to and/ or log written complaints to provide reference when planning action Action To Take Stage one
  57. 57. <ul><li>Ask probing questions to pin point whether there has been any misunderstanding that can be easily resolved </li></ul><ul><li>Question in a genuine attempt to understand the situation: Avoid leading questions or cross examination </li></ul>Questioning Find out details of the situation by asking appropriate questions to give a complete picture Action To Take Stage Two
  58. 58. Resolving Propose and agree on a solution that is acceptable to the customer Action To Take Stage Three
  59. 59. <ul><li>Summarize what you plan to do to ensure successful implementation and actions for the customer if any </li></ul><ul><li>Include and gain agreement to any actions that need to be carried out by staff in other departments </li></ul>Auctioning Carry out an action plan to rectify a situation, to agreed standard and schedule Action To Take Stage Four
  60. 60. EXERCISE <ul><li>Have your emotions ever affected your service during a customer interaction? (i.e. did the transaction become heated? Did it become personal) </li></ul>

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