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  1. 1. Customer Service
  2. 2. Customer Service <ul><li>Objectives of the program: </li></ul><ul><li>Who is a customer </li></ul><ul><li>Identify your customer- Internal and External </li></ul><ul><li>What quality characteristics are important for Customer service </li></ul><ul><li>How to create positive memorable experiences for all customers </li></ul>
  3. 3. Caring Customer Service <ul><li>Outcomes of this module are: </li></ul><ul><li>Identify different kinds of customer contact </li></ul><ul><li>Demonstrate and use Caring Responses </li></ul><ul><li>Create and use a series of Caring Responses </li></ul>
  4. 4. Customer Service <ul><li>You are among the growing group of people who have joined a service organization dedicated to meet needs of others. The expectations today are very high because customers expectations for service have increased tremendously </li></ul>
  5. 5. Reactions <ul><li>What is often surprising is how long these reactions last </li></ul><ul><li>Good & bad customer care can arouse powerful emotions </li></ul><ul><li>Benefits- remarkable or disastrous </li></ul><ul><li>Opportunity- retain/ lose customers & gain/ lose several more </li></ul><ul><li>Research shows that someone who has had a bad customer experience will tell at least 10 other people </li></ul>
  6. 6. Customer Service <ul><li>Who are Customers? </li></ul><ul><li>People who receive my output </li></ul><ul><li>People who pay me </li></ul><ul><li>They are the reason why I do my job </li></ul><ul><li>People who want to avail my company’s services </li></ul>
  7. 7. Foundation of Customer Service <ul><li>Customers are of two types: </li></ul><ul><li>Internal </li></ul><ul><li>External </li></ul>
  8. 8. Foundation of Customer Service <ul><li>Internal customer: </li></ul><ul><li>Group of people you may serve within the organization. </li></ul><ul><li>External customer: </li></ul><ul><li>“ 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. </li></ul><ul><li>You are a customer of others within an organization and you also have customers. </li></ul>
  9. 9. Customer Service <ul><li>What quality characteristics are important to your customers? </li></ul><ul><li>Accuracy </li></ul><ul><li>Friendliness </li></ul><ul><li>Timeliness </li></ul><ul><li>Efficiency </li></ul><ul><li>Courtesy </li></ul><ul><li>Honesty </li></ul>
  10. 10. Why is Service so Difficult to Define Accurately? <ul><li>It is not tangible </li></ul><ul><li>It cant be measured/ weighed </li></ul><ul><li>It is more emotional than rational </li></ul><ul><li>You can sell it, but you cannot give a customer a sample to take & show to another </li></ul><ul><li>Having given it, the customer may not have acquired anything </li></ul>
  11. 11. Customer Service <ul><li>Core service and Customer service </li></ul><ul><li>Core Service: is the service or product your organization provides to its customers- your “reason for being” </li></ul><ul><li>Customer Service: includes all of the interactions you have with a customer while you are conducting the business </li></ul>
  12. 12. Service can be Divided into two main types: <ul><li>MATERIAL: </li></ul><ul><li>Price, Quantity, Quality, Type of equipment, Routines, Working method, Manning etc. </li></ul><ul><li>PERSONAL: </li></ul><ul><li>It is personal service which upgrades a neutral impression about a service to a good impression. </li></ul><ul><li>A honest smile & full personal attention will work wonders even if material service breaks down. </li></ul>
  13. 13. In any Interaction <ul><li>Human level </li></ul><ul><li>(to fulfill current human needs) </li></ul><ul><li>Business level </li></ul><ul><li>(to accomplish external purposes and objectives) </li></ul>
  14. 14. Customer Service <ul><li>The four things the Customer wants: </li></ul><ul><li>Friendly, caring service: </li></ul><ul><ul><li>Being interested </li></ul></ul><ul><ul><li>Giving information </li></ul></ul><ul><ul><li>Listening carefully </li></ul></ul><ul><ul><li>Answering questions </li></ul></ul><ul><ul><li>Warm friendly responses at all times especially when customers are upset or have concerns </li></ul></ul><ul><li>Flexibility: Customer want the person to “jiggle” the system to make it work for them. They don’t want to hear “No” </li></ul>
  15. 15. Customer Service <ul><li>The four things the Customer wants: </li></ul><ul><li>Problem resolution: </li></ul><ul><ul><li>Business problems </li></ul></ul><ul><ul><li>Non-business problem </li></ul></ul><ul><li>Recovery: If and when mistake is made, customer wants you to take care of it quickly and to their satisfaction </li></ul><ul><ul><li>Apology </li></ul></ul><ul><ul><li>Fix it </li></ul></ul><ul><ul><li>Extra Step </li></ul></ul><ul><ul><li>Follow up </li></ul></ul>
  16. 16. Moments Of Truth <ul><li>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 </li></ul><ul><li>Research has shown that it takes on average 12 shining moments of truth to compensate for one dull moment of truth </li></ul>
  17. 17. Caring Responses <ul><li>The Caring responses are skills that can be used all the time, not just when customers are upset. The four skills are: </li></ul><ul><li>Acknowledging </li></ul><ul><li>Appreciating </li></ul><ul><li>Affirming </li></ul><ul><li>Assuring </li></ul>
  18. 18. Dont’s <ul><li>Don’t Forget </li></ul><ul><li>Don’t Hesitate </li></ul><ul><li>I will try </li></ul><ul><li>Unfortunately </li></ul><ul><li>Free </li></ul><ul><li>Discount </li></ul><ul><li>Sadly </li></ul><ul><li>We cant do that </li></ul><ul><li>Just a second </li></ul>
  19. 19. Dont’s <ul><li>I am afraid </li></ul><ul><li>I don’t know </li></ul><ul><li>Cost problem </li></ul><ul><li>Don’t worry </li></ul><ul><li>No problem </li></ul><ul><li>But </li></ul><ul><li>You will have to </li></ul><ul><li>It’s a policy </li></ul>
  20. 20. The Benefits of Good Customer Service <ul><li>Personal Benefits WIFM: </li></ul><ul><li>Less stress </li></ul><ul><li>Higher efficiency </li></ul><ul><li>More job satisfaction </li></ul><ul><li>Organizational Benefits: </li></ul><ul><li>Key to survival and success </li></ul><ul><li>Motivated teamwork </li></ul><ul><li>Cost effective </li></ul><ul><li>Adds to the company bottom line </li></ul>
  21. 21. Some Startling Statistics <ul><li>Only 4% of customers actually complain </li></ul><ul><li>For every complaint you receive there are 26 unattended </li></ul><ul><li>Around 75% of the complaining customers will do business with you again, if you act quickly </li></ul><ul><li>It costs 5-6 times more to attract new customers than to keep old ones </li></ul>
  22. 22. Surprised? <ul><li>Out of the entire customers you lost: </li></ul><ul><li>1% die </li></ul><ul><li>3% move away </li></ul><ul><li>9% go away for cheaper prices </li></ul><ul><li>19% are chronic customers </li></ul><ul><li>68% leave due to bad service </li></ul>
  23. 23. So Most Of All <ul><li>Customers go elsewhere because the </li></ul><ul><li>people they deal with are indifferent to </li></ul><ul><li>their needs 68%. </li></ul>
  24. 24. The two types of Customer Service <ul><li>Reactive Customer Service </li></ul><ul><li>Proactive Customer Service </li></ul>
  25. 25. Reactive Customer Service <ul><li>Starts after receiving a complaint. </li></ul><ul><li>Moves on to solving the complaint. </li></ul><ul><li>Usually is a one time activity. </li></ul><ul><li>Basically we wait till the time complaints come. </li></ul><ul><li>Uncaring </li></ul><ul><li>Unresponsive </li></ul><ul><li>Uninvolved </li></ul><ul><li>Rude </li></ul><ul><li>In general, they under-deliver customer service </li></ul>
  26. 26. Proactive Customer Service <ul><li>Starts at the time of customer making the purchase </li></ul><ul><li>Makes buying a pleasant experience </li></ul><ul><li>Reduces the waiting time </li></ul><ul><li>Delivers service more efficiently </li></ul><ul><li>Increases customer retention </li></ul><ul><li>Lesser complaints </li></ul><ul><li>The Bottom Line- does wonders for you and your company </li></ul>
  27. 27. Winner/ Loser Tapes <ul><li>LOSER TAPES WINNER TAPES </li></ul><ul><li>There are so many The customer is </li></ul><ul><li>customer problems the reason we are </li></ul><ul><li> here </li></ul><ul><li>The back room is How to organize disorganized the back room </li></ul>
  28. 28. Winner/ Loser Tapes <ul><li>LOSER TAPES WINNER TAPES </li></ul><ul><li>The customer just How can we use </li></ul><ul><li>doesn’t understand this information to </li></ul><ul><li>gain revenue/ </li></ul><ul><li> credibility by </li></ul><ul><li> educating the </li></ul><ul><li> customer </li></ul><ul><li>I have too much Having lots to do make </li></ul><ul><li>work to do time fly </li></ul>
  29. 29. GUEST <ul><li>G- Greet the customers </li></ul><ul><li>U- Understand customer needs </li></ul><ul><li>E- Explain features and benefits </li></ul><ul><li>S- Suggest additional items </li></ul><ul><li>T- Thank the customer </li></ul>
  30. 30. Three Styles of Communication <ul><li>Aggressive communication: </li></ul><ul><li>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. </li></ul>
  31. 31. Three Styles of Communication <ul><li>Submissive communication: </li></ul><ul><li>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. </li></ul>
  32. 32. Three Styles of Communication <ul><li>Assertive communication: </li></ul><ul><li>It involves standing up for our own rights in a way that it does not violate the rights of others. </li></ul>
  33. 33. Customer Service Attitude <ul><li>Work – as if money is not important, </li></ul><ul><li>Trust – as if never been ditched, </li></ul><ul><li>Dance – as if nobody is watching, </li></ul><ul><li>Love – as if never been hurt……….. </li></ul>
  34. 34. Customer Service Attitude <ul><li>“Thank you for calling Customer Service. </li></ul><ul><li>If you are calm and rational, press 1. </li></ul><ul><li>If you are a whiner, press 2. </li></ul><ul><li>If you are a hot head, press 3……. </li></ul>
  35. 35. Customer Service Attitude <ul><li>Customer Service is </li></ul><ul><li>80% Attitude </li></ul><ul><li>& </li></ul><ul><li>20% Technique </li></ul>
  36. 36. What is Customer Service Attitude……….? <ul><li>“Customer Service Attitude is the inherent </li></ul><ul><li>ability to look at every interaction with the </li></ul><ul><li>customer as an opportunity for customer </li></ul><ul><li>delight and service excellence” </li></ul>
  37. 37. Displaying Customer Service Attitude <ul><li>Projecting Confidence </li></ul><ul><li>Thinking Positive </li></ul><ul><li>Using Positive Language </li></ul><ul><li>Being Enthusiastic </li></ul><ul><li>Conveying Speed or urgency </li></ul><ul><li>Taking Ownership or accountability </li></ul><ul><li>Being Courteous </li></ul>
  38. 38. CONFIDENCE <ul><li>“ Who has Confidence in himself will gain </li></ul><ul><li>the confidence of others” </li></ul>
  39. 39. <ul><li>Our beliefs fuel our actions. </li></ul><ul><li>Positive beliefs lead to positive actions </li></ul><ul><li>and negative beliefs lead to negative actions. </li></ul>Thinking Positive
  40. 40. <ul><li>Using positive language! </li></ul><ul><li>The way you express yourself will affect </li></ul><ul><li>whether your message is received positively </li></ul><ul><li>or negatively </li></ul>
  41. 41. <ul><li>Conveying Speed or Urgency </li></ul><ul><li>Your problem is important </li></ul>
  42. 42. <ul><li>Taking Ownership </li></ul><ul><li>To the customer you are the Company </li></ul>
  43. 43. <ul><li>Courtesy </li></ul><ul><li>Please </li></ul><ul><li>Politeness goes far yet costs nothing </li></ul><ul><li>Thank you </li></ul>
  44. 44. <ul><li>A customer is not dependent upon </li></ul><ul><li>us………. </li></ul><ul><li>We are dependent upon him for our living </li></ul>
  45. 45. <ul><li>A customer is not a cold statistic. </li></ul><ul><li>He is flesh and blood human being with </li></ul><ul><li>emotions and prejudices just like our own </li></ul>
  46. 46. Best Model <ul><li>B: Being the customer interaction </li></ul><ul><li>Gauge mood </li></ul><ul><li>Build rapport </li></ul><ul><li>E: Establish the customers agenda </li></ul><ul><li>Ask open and closed ended questions </li></ul><ul><li>Be quiet </li></ul><ul><li>Listen actively </li></ul><ul><li>Probe for specifics </li></ul><ul><li>Paraphrase </li></ul>
  47. 47. Best Model <ul><li>S : Satisfy the customer’s needs. </li></ul><ul><li>Generate more than one option </li></ul><ul><li>Consider the customer’s perspective </li></ul><ul><li>T: Thank the customer and verify the next step </li></ul><ul><li>Thank the customer </li></ul><ul><li>Verify who will do what by when </li></ul>
  48. 48. <ul><li>When we learn to appreciate one </li></ul><ul><li>another’s differences, we become more </li></ul><ul><li>willing to listen, more open to new ides </li></ul><ul><li>and more eager to grow. </li></ul><ul><li>Birds of different feathers come flocking to </li></ul><ul><li>us- we have to work together with them. </li></ul>
  49. 49. Good Customer Service rests on 3 P’s People Product Process