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Customer service for fire depts


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Customer service for fire depts

  1. 1. The Bridge to Our Customers Customer Delight
  2. 2. Objectives <ul><li>Understand the importance of Customer & Customer Service </li></ul><ul><li>Identify Internal & External customers </li></ul><ul><li>Understand Moment of Truth & Service-Profit Chain </li></ul><ul><li>Understand & create Customer Delight </li></ul><ul><li>Practice complaint handling skills </li></ul><ul><li>Tips to practice & demonstrate good customer service </li></ul>
  3. 3. YOU as a customer… Share an experience of Good Customer Service
  4. 4. YOU as a customer… Share an experience of Bad Customer Service
  5. 5. Who are Customers? <ul><ul><li>The most important person in any business. </li></ul></ul><ul><ul><li>Is not dependent on us. We are dependent on them. </li></ul></ul><ul><ul><li>Is not an interruption of our work, but the purpose of it. </li></ul></ul><ul><ul><li>Is part of our business – not an outsider. </li></ul></ul><ul><ul><li>Does us a favor when they come in. We aren’t doing them a favor by serving them. </li></ul></ul>
  6. 6. <ul><ul><li>A customer is not just money in the cash register. They are human beings with feelings and deserve to be treated with respect. </li></ul></ul><ul><ul><li>Is a person who comes to us with their needs and wants. It is our job to fill them. </li></ul></ul><ul><ul><li>Deserves the most courteous attention we can give them. They are the lifeblood of every business. </li></ul></ul>Who are Customers?
  7. 7. Facts about Customers <ul><li>The Customer is the business’ biggest asset </li></ul><ul><li>The Customer pays all our salaries wages and bonuses </li></ul><ul><li>The customer will go where he/she receives the best attention </li></ul><ul><li>There is no profit, no growth, no jobs without the customer </li></ul><ul><li>Hence, You must be your customers’ best choice! </li></ul>
  8. 8. <ul><ul><li>A typical dissatisfied customer will tell 8-10 people about their problem. </li></ul></ul><ul><ul><li>7 out of 10 complaining customers will do business with you again if you resolve the complaint in their favor. </li></ul></ul><ul><ul><li>If you resolve a complaint on the spot, 95% will do business again. </li></ul></ul>Facts about Customers
  9. 9. Why Customers leave? Others Product Dissatisfaction Better Prices Elsewhere Poor Service
  10. 10. What qualities are important to our customers? <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>
  11. 11. <ul><li>Any or all interactions which the customer has with your organization while conducting business </li></ul><ul><li>It is the ability to provide a service or product in the way it has been promised </li></ul><ul><li>It is also about treating customers with respect, individuality, and personal attention </li></ul>Customer Service
  12. 12. Customer Service - GUEST <ul><li>G – Greet the customer </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>
  13. 13. Good, Bad, & Excellent Service
  14. 14. Good Customer Service <ul><li>Good service is when the customer gets </li></ul><ul><li>treatment that meets his/her expectations. </li></ul>Customer Expectation What Customer receives
  15. 15. Bad Customer Service <ul><li>Bad Service is when customer gets treatment </li></ul><ul><li>which is less than his/her expectations </li></ul>Customer Expectation What Customer receives
  16. 16. Excellent Customer Service <ul><li>When the customer gets a little more than what </li></ul><ul><li>he/she expected, Good Service becomes Excellent Service </li></ul>Customer Expectation What Customer receives +
  17. 17. Types of Customers <ul><li>Internal Customers </li></ul><ul><li>External Customers </li></ul>
  18. 18. Internal Customer <ul><li>An individual or a group of people you may </li></ul><ul><li>Interact / serve within the organization </li></ul><ul><li>Eg: IT, Cafeteria, Logistics, HR, Facilities, Housekeeping </li></ul>
  19. 19. External Customer <ul><li>Someone who comes to your organization </li></ul><ul><li>for products or services – the end customer </li></ul><ul><li>These customers depend on the timelines, </li></ul><ul><li>quality, and accuracy of your organization’s </li></ul><ul><li>work. </li></ul>
  20. 20. Moment of Truth <ul><li>Any point in interaction during which the </li></ul><ul><li>Customer has an opportunity to form an </li></ul><ul><li>Impression (negative or positive) about the </li></ul><ul><li>Company through its services </li></ul>
  21. 21. Moment of Truth <ul><li>When a moment of Truth for a customer has been a negative experience, it becomes a Moment of Misery </li></ul><ul><li>On the other hand, when the interaction has been extremely positive, it becomes a Moment of Magic for the customer </li></ul>
  22. 22. The Service-Profit Chain Good Service – Satisfied Customers Higher Sales High Revenue/ More profits Higher Incentives/Bonus to Employees Service-oriented employees
  23. 23. Customer Delight
  24. 24. Customer Delight <ul><li>Exceeding customers’ expectation is delighting customers </li></ul><ul><li>The customer reacts with a “wow” in return for the product/service </li></ul><ul><li>Every interaction with the customer has an opportunity to create delight </li></ul><ul><li>The challenge is to consistently maintain the delight factor </li></ul>
  25. 25. Complaint Handling <ul><li>Appreciate/Thank the customer for sharing the complaint </li></ul><ul><li>Apologize for the error / mistake / inconvenience </li></ul><ul><li>Listen actively and nod from time to time showing interest </li></ul><ul><li>Show Empathy – Put yourself in the customer’s place </li></ul>
  26. 26. <ul><li>Resolve, if it is within your control. If not, bring it to the notice of your supervisors </li></ul><ul><li>If not solved immediately, take down the customer’s details (name, telephone number, address) to contact with the solution </li></ul><ul><li>Do follow up till the customer is satisfied </li></ul><ul><li>REMEMBER : Don’t take customers’ complaints personally </li></ul>Complaint Handling
  27. 27. Different Customers & Handling them
  28. 28. Angry Customer <ul><li>A slight mistake has made this customer </li></ul><ul><li>Mad. </li></ul><ul><li>How to handle? </li></ul><ul><li>Let the customer finish talking. Don’t interrupt. Use the pressure cooker method </li></ul><ul><li>Be firm and polite else they may not be happy </li></ul>
  29. 29. Demanding Customer <ul><li>The customer who wants more than you </li></ul><ul><li>can offer. They are not easily satisfied. </li></ul><ul><li>How to Handle? </li></ul><ul><li>Be firm yet polite </li></ul><ul><li>Be professional </li></ul><ul><li>Avoid being too docile but not rude </li></ul>
  30. 30. Passive Customer <ul><li>The Customer who listens to you. Is quite </li></ul><ul><li>meek and extra polite. Will sound apologetic </li></ul><ul><li>when complain. </li></ul><ul><li>How to handle? </li></ul><ul><li>Listen carefully what they have to say </li></ul><ul><li>Sound professional and don’t brush them aside </li></ul><ul><li>Gain their confidence </li></ul>
  31. 31. <ul><li>BUT </li></ul>The Killer Word
  32. 32. Tips for Good Customer Service <ul><li>Smile </li></ul><ul><li>Make yourself presentable/well groomed </li></ul><ul><li>Greet each customer as he/she enters your service area </li></ul><ul><li>Smile </li></ul><ul><li>Make any eye contact when speaking to customers </li></ul><ul><li>Be a good listener and show interest in what the customer is saying </li></ul><ul><li>Don’t chat with other staff when customers are around </li></ul><ul><li>Smile </li></ul>
  33. 33. <ul><li>Identify & anticipate needs – Customers don’t just buy products/service; they buy good feelings & solutions </li></ul><ul><li>Make customers feel important & appreciated </li></ul><ul><li>Avoid rushing or doing too many things at once </li></ul><ul><li>Smile </li></ul><ul><li>Apologize when something goes wrong </li></ul><ul><li>Service a little more than they expect </li></ul><ul><li>Use positive verbal & body language </li></ul><ul><li>Smile </li></ul>Tips for Good Customer Service
  34. 34. Questions