GREEN WIND SOLUTIONS PVT LTD
Customer Service
Green Wind Solutions
Corporate Consultants
Customer Service
Objectives of the program:
• Who is a customer
• Identify your customer- Internal and External
• What qua...
Caring Customer Service
Outcomes of this module are:
• Identify different kinds of customer contact
• Demonstrate and use ...
Customer Service
You are among the growing group of people
who have joined
dedicated to meet
needs of others. The expectat...
Reactions
• What is often surprising is how long these
reactions last
• Good & bad customer care can arouse powerful
emoti...
Customer Service
Who are Customers?
• People who receive my output
• People who pay me
• They are the reason why I do my j...
Foundation of Customer Service
Customers are of two types:
• Internal
• External
Foundation of Customer Service
Internal customer:
• Group of people you may serve within the
organization.
External custom...
Customer Service
What quality characteristics are important to
your customers?
• Accuracy
• Friendliness
• Timeliness
• Ef...
Why is Service so Difficult to Define
Accurately?
• It is not tangible
• It cant be measured/ weighed
• It is more emotion...
Customer Service
Core service and Customer service
• Core Service: is the service or product your
organization provides to...
Service can be Divided into two
main types:
MATERIAL:
• Price, Quantity, Quality, Type of
material, Routines, Working meth...
In any Interaction
Human level
(to fulfill current human needs)
Business level
(to accomplish external purposes and
object...
Customer Service
The four things the Customer wants:
 Friendly, caring service:
 Being interested
 Giving information
...
Customer Service
The four things the Customer wants:
 Problem resolution:
 Business problems
 Non-business problem
 Re...
Moments Of Truth
• A moment of truth is any point in the
interaction during which the customer
has an opportunity to gain ...
Caring Responses
The Caring responses are skills that can
be used all the time, not just when
customers are upset. The fou...
Dont’s
• Don’t Forget
• Don’t Hesitate
• I will try
• Unfortunately
• Free
• Discount
• Sadly
• We cant do that
• Just a s...
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
The Benefits of Good Customer
Service
Personal Benefits :
• Less stress
• Higher efficiency
• More job satisfaction
Organi...
Some Startling Statistics
• Only 4% of customers actually complain
• For every complaint you receive there are 26
unattend...
Surprised?
Out of the entire customers you lost:
• 1% die
• 3% move away
• 9% go away for cheaper prices
• 19% are chronic...
So Most Of All
Customers go elsewhere because the
people they deal with are indifferent to
their needs 68%.
The two types of Customer Service
• Reactive Customer Service
• Proactive Customer Service
Reactive Customer Service
Starts after receiving a complaint.
Moves on to solving the complaint.
Usually is a one time act...
Proactive Customer Service
• Starts at the time of customer making
the purchase
• Makes buying a pleasant experience
• Red...
Winner/ Loser Tapes
LOSER TAPES
There are so many
customer problems
The back room is
disorganized
WINNER TAPES
The custome...
Winner/ Loser Tapes
LOSER TAPES
The customer just
doesn’t understand.
I have too much
work to do.
WINNER TAPES
How can we ...
GUEST
• G- Greet the customers
• U- Understand customer needs
• E- Explain features and benefits
• S- Suggest additional i...
Three Styles of Communication
• Aggressive communication:
Communication becomes aggressive
when we stand up for our rights...
Three Styles of Communication
• Submissive communication:
When we use submissive communication
we fail to stand up for our...
Three Styles of Communication
• Assertive communication:
It involves standing up for our own
rights in a way that it does ...
Customer Service Attitude
Customer Service is
80% Attitude
&
20% Technique
What is Customer Service
Attitude……….?
“Customer Service Attitude is the inherent
ability to look at every interaction wit...
Displaying Customer Service
Attitude
• Projecting Confidence
• Thinking Positive
• Using Positive Language
• Being Enthusi...
CONFIDENCE
“ Who has Confidence in himself will gain
the confidence of others”
Our beliefs fuel our actions.
Positive beliefs lead to positive actions
and negative beliefs lead to negative actions.
Thi...
Using positive language!
The way you express yourself will affect
whether your message is received positively
or negatively
Conveying Speed or Urgency
Your problem is important
Taking Ownership
To the customer you are the Company
Courtesy
Please
Politeness goes far yet costs nothing
Thank you
A customer is not dependent upon
us……….
We are dependent upon him for our living
A customer is not a cold statistic.
He is flesh and blood human being with
emotions and prejudices just like our own
Best Model
• B: Being the customer interaction
Gauge mood
Build rapport
• E: Establish the customers agenda
Ask open and c...
Best Model
• S : Satisfy the customer’s needs.
Generate more than one option
Consider the customer’s perspective
• T: Than...
When we learn to appreciate one
another’s differences, we become more
willing to listen, more open to new ides
and more ea...
Good Customer Service rests on 3
P’s
People
ProductProcess
Your Service Should be
THANK YOU
WE ARE HAPPY TO HEAR FROM YOU ABOUT OUR TRAINING MODULE….
KINDLY FILL THE FEEDBACK FORM AND RETURN.
Or MAIL YOUR...
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We are living in the era of buyers market. we Know customer is God. Then we should clearly know how to treat a customer or how to delight a customer. Here Green wind solutions Training professionals introduce the updated training module in Customer Service. We are happy to know your feedback.Green wind is offering a wide range of services and solutions which are powered with the latest technologies by specialized professionals. Green wind Solutions is a private limited company incorporated under the company Act in the cultural city of Kerala, Thrissur.We have lasting solutions in Corporate consultancy Finance Human Resource Marketing Brand Building Training and Development Social Media Marketing Creative agency Advertisement Counseling programs.

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Customerservicegreenwind

  1. 1. GREEN WIND SOLUTIONS PVT LTD
  2. 2. Customer Service Green Wind Solutions Corporate Consultants
  3. 3. 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
  4. 4. 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
  5. 5. Customer Service You are among the growing group of people who have joined dedicated to meet needs of others. The expectations today are very high because customers expectations for service have increased tremendously
  6. 6. 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
  7. 7. 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
  8. 8. Foundation of Customer Service Customers are of two types: • Internal • External
  9. 9. 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.
  10. 10. Customer Service What quality characteristics are important to your customers? • Accuracy • Friendliness • Timeliness • Efficiency • Courtesy • Honesty
  11. 11. 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
  12. 12. 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
  13. 13. Service can be Divided into two main types: MATERIAL: • Price, Quantity, Quality, Type of material, Routines, Working method, Fashion , Recent Trends 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.
  14. 14. In any Interaction Human level (to fulfill current human needs) Business level (to accomplish external purposes and objectives)
  15. 15. 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”
  16. 16. 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
  17. 17. 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
  18. 18. Caring Responses The Caring responses are skills that can be used all the time, not just when customers are upset. The four skills are: A4 • Acknowledging • Appreciating • Affirming • Assuring
  19. 19. Dont’s • Don’t Forget • Don’t Hesitate • I will try • Unfortunately • Free • Discount • Sadly • We cant do that • Just a second
  20. 20. 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
  21. 21. The Benefits of Good Customer Service Personal Benefits : • Less stress • Higher efficiency • More job satisfaction Organizational Benefits: • Key to survival and success • Motivated teamwork • Cost effective • Adds to the company bottom line
  22. 22. 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
  23. 23. 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
  24. 24. So Most Of All Customers go elsewhere because the people they deal with are indifferent to their needs 68%.
  25. 25. The two types of Customer Service • Reactive Customer Service • Proactive Customer Service
  26. 26. 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
  27. 27. 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
  28. 28. Winner/ Loser Tapes LOSER TAPES There are so many customer problems The back room is disorganized WINNER TAPES The customer is the reason we are here. How to organize the back room
  29. 29. Winner/ Loser Tapes LOSER TAPES The customer just doesn’t understand. I have too much work to do. WINNER TAPES How can we use this information to gain revenue/ credibility by educating the customer. Having lots to do make time to fly.
  30. 30. GUEST • G- Greet the customers • U- Understand customer needs • E- Explain features and benefits • S- Suggest additional items • T- Thank the customer
  31. 31. 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.
  32. 32. 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.
  33. 33. 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.
  34. 34. Customer Service Attitude Customer Service is 80% Attitude & 20% Technique
  35. 35. 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”
  36. 36. Displaying Customer Service Attitude • Projecting Confidence • Thinking Positive • Using Positive Language • Being Enthusiastic • Conveying Speed or urgency • Taking Ownership or accountability • Being Courteous
  37. 37. CONFIDENCE “ Who has Confidence in himself will gain the confidence of others”
  38. 38. Our beliefs fuel our actions. Positive beliefs lead to positive actions and negative beliefs lead to negative actions. Thinking Positive
  39. 39. Using positive language! The way you express yourself will affect whether your message is received positively or negatively
  40. 40. Conveying Speed or Urgency Your problem is important
  41. 41. Taking Ownership To the customer you are the Company
  42. 42. Courtesy Please Politeness goes far yet costs nothing Thank you
  43. 43. A customer is not dependent upon us………. We are dependent upon him for our living
  44. 44. A customer is not a cold statistic. He is flesh and blood human being with emotions and prejudices just like our own
  45. 45. 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
  46. 46. 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
  47. 47. 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.
  48. 48. Good Customer Service rests on 3 P’s People ProductProcess
  49. 49. Your Service Should be
  50. 50. THANK YOU WE ARE HAPPY TO HEAR FROM YOU ABOUT OUR TRAINING MODULE…. KINDLY FILL THE FEEDBACK FORM AND RETURN. Or MAIL YOUR FEEDBACK TO greenwind@outlook.com

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