Customer Services.pptx

1. CHANGE THE WAY
YOU THINK
Change your life

2. Tell your Experiences as a customer

3. Customer service roles
Is a
company-wide
philosophy
about
understanding
the customer
What a
company does
to meet
customer
expectations
It defines the
customer's
perception
Creating a
relationship of
trust and
loyalty

4. “Customer service shouldn’t just be a
department, it should be the entire
company
”

5. The Cost of Bad Customer Service
01 02 03 04
U.S. companies
lose more than
$62 billion
annually due to
poor customer
service.
Newvoicemedia.com
After one
negative
experience, 51%
of customers will
never do
business with
that company
again.
Newvoicemedia.com
33% of Americans
say they’ll
consider switching
companies after
just a single
instance of poor
service.
American Express
2017
74% of people
are likely to
switch brands if
they find the
purchasing
process too
difficult.
salesforce.com

6. The ROI of Great Customer Service
7 out of 10 U.S.
consumers say
they’ve spent
more money to
do business with
a company that
delivers great
service.
American Express 2017
Increasing
customer
retention rates by
5% increases
profits anywhere
from 25% to
95%.
Bain & Company
Customers are
willing to spend
the most (21%
additional!) for
great customer
care.
American Express 2017
It is anywhere
from 5 to 25 times
more expensive to
acquire a new
customer than it is
to keep a current
one.
salesforce.com
04
02
01 03

7. Hexagon Data-Driven Charts for PowerPoint
55% 38% 7%
Verbal
Communication
Non-verbal
Communication
Paraverbal
Communication

9. Why do you do, what you do?
Crisis,
procrastination
, peer pressure
Habits
Conscious
Choice
85 % 7.5% 7.5%

10. What Makes Success?
Hard Work?
Knowledge?
Skills?
Luck?
Money?
Leadership?
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26
Attitude
Attitude?

12. Positive and negative attitude

13. ‫واﻟﻣوز‬ ‫اﻟﻘرود‬

14. Stay positive when things go wrong
Look at the bright side of life stay optimistic
Focus on your good qualities
See problems as challenges
and opportunities
Choose positive-thinking
friends
Read inspiring
stories/quotes

16. What Customer Say about you ?

17. What Customer Say about you ?

18. COMMUNICATION
SKILLS

19. APA Communication Style
People who want to
achieve their goals without
any regards for the needs
of other people.
This is based on conformity
and compromising own
values and needs in order
to avoid confrontation
Assertive communicators are
confident in delivering their
message and work hard to
create a mutually satisfying
environment
Passive
Aggressive Assertive
I’m right and you’re
wrong.
“I just want to keep
the peace”
“I respect the rights
of others.”
A P A

20. Communication Components:
Verbal Messages - the words we choose
2. Paraverbal Messages - how we say the words
3. Nonverbal Messages - our body language

21. Score
process

22. Sincerely
Listen
Care &
Empathy
Open door
with
Questions
Resolve
and
recommend
Effectively
End the call
Score process

23. Level
One
• Not Hearing
• Not Listening
Level
Two
• Hearing
• Not Listening
Level
Three
• Hearing and
• listening
Sincerely Listen (Level of listening )
Content
Intent
Emotions
In empathetic listening we have
to listen to
Hearing from ears Listening from heart
Score

24. Sincerely Listen (What is listening )
Non Judgmental
To continue communication
A learned skill
Active, not passive
Score

25. Care And empathy Score
S o r e
Sincerely
Listen
Open door
with
Questions
Resolve
and
recommen
d
Effectively
End the
call
S c o r e
Sincerely
Listen
Open door
with
Questions
Resolve
and
recommen
d
Effectively
End the
call
Care &
Empathy

26. Hearing Empathize Analyze Respond
R
H A
E
Hear Model
Care And empathy I need your Help
with my bill
immediately
Asking for
information
response
Telling
response
Critical Response
What is your
number ?
I will tell you
how to read
your own bill
You should be
able to read
your own bill
I’m sorry for your
problem and I will
help you as soon as
possible

27. Zer
o
T
o

28. Open door with Questions
• Give you facts
• They are easy to answer
• They are quick to answer
• Control the conversation
• Ask the respondent to think
and reflect
• Will give you opinions and
feelings
• provide more details
Score
Bottom of an
Close
questions
Open
questions

29. Resolve and recommend Score
What Why
The
Results
The
Agreemen
t

30. Effectively end the call Score
Summariz
e
Any thing
else
Invite
them back
Brand the
call

31. Call Etiquette

33. Hold protocol
Identify his
need
Identify the
time of hold
Give him
the reason
of hold
Get
permission
Pay
attention
Thank the
customer
Apologize if
needed

34. List alternatives
Repeat information
back
Use the caller’s
name & Title
Avoid dead Air
Focus on the call
Don’t use insider
jargon Or slang
Do not eat or drink
Don’t take it
personally
Don’t interrupt the
customer
Do not eat or drink

35. Dealing with
Angry customers

36. Control
Your
Emotions
Assessing
the
Situation
Resolving
the Issue
Dealing With Rude Customers

37. Don't take insults
personally
Listen and learn
Speak low and
slow
Remain calm
1- Control your emotions

38. Emotional Intelligence

39. Self-Awareness
Self-control
Self Motivation
Personal
competencies
Social
Awareness
Empathy

40. ‫اﻟطﻔل‬ ‫ﻓﯾدﯾو‬

42. 2- Assessing the Situation
Empathize
with the
customer
Put
yourself in
the
customer's
shoes
Apologize
politely to
the
customer
Don't back
down
Admit if
there's
nothing you
can do

43. Resolving the Issue
If there is a
simple solution,
take it.
Consult with a
manager if
needed
Take a breather
once it's over

44. Say it Positively
“Don’t touch the paint!”

45. Ridiculous Complaints
No-one told
us there
would be
fish in the
sea
We didn’t
know it
rained in
Spain
They spoke
Spanish in
Spain

46. Instead of... Say...
Don’t be lazy Let’s do X
I must not eat I must eat healthy food
Don’t press the red
button
Press the green button