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Customer service-some fundamentals


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Customer service-some fundamentals

  1. 1. Customer Service <ul><li>Some Fundamentals </li></ul><ul><li>Shaun Corrigan </li></ul><ul><li>November 2009 </li></ul>
  2. 2. Seen this before??
  3. 3. Because……
  4. 4. So, what is Customer Service? <ul><li>How you interact with your customers – </li></ul><ul><li>BEFORE </li></ul><ul><li>DURING </li></ul><ul><li>and AFTER the transaction. </li></ul>
  5. 5. Being on par in terms of price and quality only gets you into the game….
  6. 6. <ul><li>YOUR Service WINS the game! </li></ul>
  7. 7. Customers – who are they? <ul><li>Anyone who completes a transaction with you……. </li></ul><ul><li>EXTERNAL MARKET </li></ul><ul><li>and </li></ul><ul><li>INTERNAL MARKET </li></ul>
  8. 8. Customer Service is not a department – it’s an attitude! <ul><li>Product Knowledge </li></ul><ul><li>Good Manners </li></ul><ul><li>‘ Can do’ attitude – go the extra mile! </li></ul><ul><li>Personal Appearance </li></ul><ul><li>Eye contact </li></ul><ul><li>Smile </li></ul><ul><li>Helpfulness – when the customer wants it! </li></ul><ul><li>The entire organisation is part of the Customer Service Process! </li></ul>
  9. 9. Because trying this DOESN’T work with unhappy customers!
  10. 10. What do customers expect? <ul><li>Reliability </li></ul><ul><li>Assurance </li></ul><ul><li>Tangibles </li></ul><ul><li>Empathy </li></ul><ul><li>Responsiveness </li></ul>
  11. 11. Reliability <ul><li>Define the service / item required </li></ul><ul><li>What are the specifications and tolerances? </li></ul><ul><li>When are the delivery deadlines? </li></ul><ul><li>What guarantees are needed, pre- and post- service? </li></ul>
  12. 12. Assurance <ul><li>Suitable levels of product knowledge for customer facing staff </li></ul><ul><li>Appropriate level of interrelation with customers e.g. friendly / courteous </li></ul><ul><li>Staff to appear confident, knowledgeable, trustworthy </li></ul>
  13. 13. Tangibles <ul><li>Staff to wear correct attire – uniforms, formal, casual? </li></ul><ul><li>Staff to possess adequate linguistic skills </li></ul><ul><li>The work environment – is it tidy, clean - i.e. businesslike? </li></ul><ul><li>Letters, brochures, web pages – are they: clear, concise, user friendly, properly branded, spelt correctly? </li></ul>
  14. 14. Empathy <ul><li>Are staff showing adequate and appropriate empathy and attention to customers? </li></ul><ul><li>DO THEY REALLY CARE? </li></ul>
  15. 15. Responsiveness <ul><li>How quickly should you respond to customer requests? </li></ul><ul><li>If there is a problem, what is your complaints procedure? </li></ul><ul><li>Are staff fully trained in your complaints procedure? </li></ul><ul><li>AGREE A DEADLINE WITH THE CUSTOMER AND STICK TO IT! </li></ul>
  16. 16. In the final analysis….. <ul><li>IT’S ALL DOWN TO YOU! </li></ul>
  18. 18. What do customers NOT expect? <ul><li>TO BE </li></ul><ul><li>IGNORED! </li></ul>
  19. 19. Or this will happen to your relationship….
  20. 20. Customer Service <ul><li>Some useful tools….. </li></ul>
  21. 21. What is Customer Satisfaction? <ul><li>How a product or service – </li></ul><ul><li>MEETS </li></ul><ul><li>EXCEEDS </li></ul><ul><li>or FAILS TO MEET customers’ expectations </li></ul>
  22. 22. Turning Difficult Customers into Happy Customers (1) <ul><li>Assume the customer is telling the truth: </li></ul><ul><li>‘ The customer is always right.’ </li></ul><ul><li>NEVER argue with a customer </li></ul><ul><li>Be honest if you don’t know an answer to a question </li></ul><ul><li>Say ‘Sorry’, if appropriate </li></ul>
  23. 23. Turning Difficult Customers into Happy Customers (2) <ul><li>Really LISTEN to the complaint – find out what it really is </li></ul><ul><li>Invite the customer to offer a solution </li></ul><ul><li>Try to offer what the customer wants (within your authority), or find someone who can </li></ul><ul><li>If your solution is unacceptable, explain clearly what will happen next and when </li></ul><ul><li>Make sure the response to the customer happens as and when promised! </li></ul>
  24. 24. Give them what they want… <ul><li>Give your customers what they want, not what you think they want! </li></ul><ul><li>How? </li></ul><ul><li>ASK THEM! </li></ul>
  25. 25. Stop problems before they start… <ul><li>Find out how happy your customers are with you. </li></ul><ul><li>How? </li></ul><ul><li>ONGOING FEEDBACK! </li></ul><ul><li>Learn from mistakes – even critical feedback is good feedback. LISTEN! </li></ul>
  26. 26. REMEMBER! <ul><li>Most unhappy customers don’t want the stress of complaining </li></ul><ul><li>Perhaps 5% of unhappy customers will complain </li></ul><ul><li>Up to 95% of unhappy customers don’t complain – </li></ul><ul><li>YOU JUST NEVER SEE THEM AGAIN!! </li></ul>
  27. 27. A good attitude to practice ... and keep practising!!