Delivering Service Excellence by Operational Excellence Consulting

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Every organization depends on customer service. Due to rising customer expectations, delivering excellent service is no longer a choice but a necessity. When you equip your frontline staff with the skills to create a quality experience for your customers, you enhance customer satisfaction and your organization's image.

In this customer service powerpoint, you teach your staff to manage emotions and deliver professional and personalized service. It includes the techniques and skills to:

1. find out and respond to each customer's needs and expectations
2. reduce customer's negative feelings
3. heighten customer's positive feelings towards your organization
4. satisfy customers within difficult conditions
5. apply the five A's of service recovery.

NUMBER OF SLIDES: 110

LEARNING OBJECTIVES

1. To instil in customer service staff the importance of providing excellent customer service
2. To equip frontline personnel with effective customer service techniques and skills to provide service excellence
3. To manage and handle customer interactions and relationships

CONTENTS

1. Introduction to Delivering Service Excellence
2. Managing Myself – the Service Provider
3. Identifying Customer Condition and Establishing Rapport
4. Determining Customer Needs and Expectations
5. Effective Communication Techniques
6. Meeting and Exceeding Customer Needs and Expectations
7. Satisfying Customers in Comfortable and Difficult Conditions

To download this complete presentation, please visit: http://www.oeconsulting.com.sg

Published in: Business, Education
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  • Delivering Service Excellence by Operational Excellence Consulting

    1. 1. © Operational Excellence Consulting. All rights reserved.© Operational Excellence Consulting. All rights reserved. Delivering Service Excellence
    2. 2. 2© Operational Excellence Consulting. All rights reserved. Learning Objectives 1. To instil in customer service professionals the importance of delivering service excellence 2. To equip customer service professionals with effective techniques and skills to provide excellent service 3. To manage and handle customer interactions and relationships Copyrights of all the pictures used in this presentation are held by their respective owners.
    3. 3. 3© Operational Excellence Consulting. All rights reserved. Outline 1. Introduction to delivering service excellence 2. Managing myself 3. Identifying customer condition and establishing rapport 4. Determining customer needs and expectations 5. Effective communication techniques 6. Meeting and exceeding customer needs and expectations 7. Satisfying customers in comfortable and difficult conditions NOTE: As this is a PREVIEW, only selected slides are shown. To download the complete presentation, please visit: http://www.oeconsulting.com.sg
    4. 4. 4© Operational Excellence Consulting. All rights reserved. Introduction to Service Excellence • Rising customer expectations • Customer service is an important aspect of doing business • Customers are the reason for our existence • Quality service as a competitive advantage • The need to constantly create value for the customer and improve customer satisfaction
    5. 5. 5© Operational Excellence Consulting. All rights reserved. Why Do Customers Leave? • 1% - die • 3% - move away • 5% - develop other relationships • 9% - leave for competitive reasons • 14% - are dissatisfied with product or service • 68% - leave because of rude or discourteous service
    6. 6. 6© Operational Excellence Consulting. All rights reserved. What Customer Service IS NOT • Customer service is NOT a smile campaign! • Customer service IS:  The quality of WHAT you deliver, and  HOW WELL you deliver
    7. 7. 7© Operational Excellence Consulting. All rights reserved. The Difference Between Customer Service & Customer Satisfaction Customer Service Customer Satisfaction Cause Effect
    8. 8. 8© Operational Excellence Consulting. All rights reserved. Characteristics of Excellent Service • Especially pleasing because they are unexpected • Cost little or nothing • Take little or no extra time • Set us apart from competition • Involve doing something better or in a more personal way as opposed to giving something additional
    9. 9. 9© Operational Excellence Consulting. All rights reserved. Customer Satisfaction Approach APPROACH •Identify Customer Condition •Establish Rapport •Determine Needs & Expectations •Meet Needs & Expectations •Thank •Follow-up CUSTOMER SERVICE SKILLS •Self-Management •Observation •Listen •Question •Empathize •Explain •Personalize •Adapt •Recover Manage Interaction Conclude Interaction Open Interaction 1 32
    10. 10. 10© Operational Excellence Consulting. All rights reserved. Four Service Dimensions Service Dimensions Self- Management People Flexibility Job Knowledge
    11. 11. © Operational Excellence Consulting. All rights reserved. 11 “Attitude is a little thing that makes a big difference.” - Sir Winston Churchill
    12. 12. 12© Operational Excellence Consulting. All rights reserved. Displaying Customer Service Attitude • Projecting confidence • Thinking positive • Using positive language • Being enthusiastic • Conveying speed or urgency • Taking ownership or accountability • Being courteous
    13. 13. 13© Operational Excellence Consulting. All rights reserved. Who Are Customers?(1) • A Customer is a recipient of a product or service • Customers are people who need your assistance • People who phone, people who walk-in, people who write/email • Customers are not an interruption to your job, they are the reason you have a job
    14. 14. 14© Operational Excellence Consulting. All rights reserved. Who Are Customers?(2) • External customers  People outside your organization who pays for your products and services • Internal customers  People inside your organization, e.g. stakeholders, employees and shareholders
    15. 15. 15© Operational Excellence Consulting. All rights reserved. Observation Skills • Helps us to identify customer conditions • Observation includes:  Watching body language  Listening for what is said and how it is said  Looking for cues that tell you what you’re seeing and hearing may not be in agreement
    16. 16. 16© Operational Excellence Consulting. All rights reserved. Customer Conditions Condition (Emotional State) Comfortable Indecisive Demanding Angry Observation • Smile • Converse • Relax • Avoid • Fidget • Hesitate • Demand • Direct • Assert • Insult • Argue • Intimidate Response • Appreciation • Reassurance • Clarity • Action • Validation
    17. 17. 17© Operational Excellence Consulting. All rights reserved. How to Establish Positive Rapport? • Greet the customer • Smile • Make eye contact • Project a positive attitude • Watch your sound and tone of voice and body language • Have a sense of urgency • Personalize and adapt • Thank the customer • Follow up (if necessary)
    18. 18. 18© Operational Excellence Consulting. All rights reserved. Needs and Expectation • Needs  What a customer has to have  More focused on job/technical dimension of interaction • Expectation  What a customer likes to have  More focused on the people dimension or how I get what I need  This is the customer’s “invisible report card”
    19. 19. 19© Operational Excellence Consulting. All rights reserved. Three Parts of Effective Listening Focusing your full attention on the other person Hearing what is being said - both the content and the feelings Thinking about the meaning of what is being said
    20. 20. 20© Operational Excellence Consulting. All rights reserved. 4 Types of Questions • Closed • Open • Fact-Finding • Feeling-Finding
    21. 21. 21© Operational Excellence Consulting. All rights reserved. Empathy vs Sympathy • Empathy  Acknowledge a person’s feelings and his/her right to feel that way • Sympathy  Agreeing with those feelings • What are the negative consequences as a result of sympathizing with a customer?
    22. 22. 22© Operational Excellence Consulting. All rights reserved. Tips for identifying, understanding and anticipating customers’ needs • Being sensitive to cultural differences • Knowing their time requirements • Being attentive • Developing the skill to read your customer and understand what your customer may need or want
    23. 23. 23© Operational Excellence Consulting. All rights reserved. Verbal & Non-verbal Communication Verbal, 7% Vocal, 38% Body, 55%
    24. 24. 24© Operational Excellence Consulting. All rights reserved. Effective Face-to-Face Communication Techniques • Focused attention • Eye contact • Body language • Check your physical appearance • Clear, concise messages • Active listening • Respect cross-cultural preferences • Feedback
    25. 25. 25© Operational Excellence Consulting. All rights reserved. Meeting Customer’s Needs & Expectations • Explaining your products, services, policies or procedures • Personalizing your service • Adapting what you normally do and how you normally do it to better meet the needs of your customers
    26. 26. 26© Operational Excellence Consulting. All rights reserved. Two Parts of Personalizing • Demonstrating that you think about the customer as an individual • Helps the customer know that the service was given by you or your organization instead of another service provider or competitor How can we personalize our service?
    27. 27. 27© Operational Excellence Consulting. All rights reserved. Why Personalize? • Is the way to differentiate the service (“brand”) you provide • You are saying to your customers:  I am proud of what I do and I want to be personally associated with it  I am confident enough that I am willing to “put my name on it”  I want you to remember my service as something special that you only get when you do business with me and my organisation
    28. 28. 28© Operational Excellence Consulting. All rights reserved. Definition of Adapting • Making a connection with customers by doing things in ways that are most appropriate to them as individuals
    29. 29. 29© Operational Excellence Consulting. All rights reserved. Two Kinds of Adapting • Adapting the organisation to make a better connection with the customer • Adapting yourself to make a better connection with the customer
    30. 30. 30© Operational Excellence Consulting. All rights reserved. Why Ask for Expression of Satisfaction? • Know what is on customer’s “invisible report card” • Make sure they are not left either dissatisfied or in the zone of indifference • Provide opportunity to make an adjustment if they are not satisfied
    31. 31. 31© Operational Excellence Consulting. All rights reserved. Customer Condition: Indecisive • Need reassurance and clarity • Our self-talk  Be patient, supportive, confident  Non-judgmental  Be sensitive  Be reassuring • Use closed questions to determine needs and expectations • Show that you care about them and willing to extend all the time they need
    32. 32. 32© Operational Excellence Consulting. All rights reserved. Customer Condition: Demanding • Need immediate action • Expect you to do what they tell or ask you to do, now • Our self-talk  Be co-operative, efficient, confident and assertive  Not defensive, competitive • Make customer feel important • Keeping customer informed
    33. 33. 33© Operational Excellence Consulting. All rights reserved. Customer Condition: Angry • Need validation that they have a right to be angry and to express it • Focus our self-talk on:  Our intent/commitment to solve the problem  Need to manage the interaction, not the anger  Need to continuously listen, validate and understand  Reinforcing that customer doesn’t have a problem • Asking “feeling-finding” questions • Offer ongoing support
    34. 34. 34© Operational Excellence Consulting. All rights reserved. 5-Step Recovery Skills 1. ACKNOWLEDGE the situation and the discomfort 2. APOLOGIZE for the discomfort 3. ACCEPT responsibility for helping the customer 4. ADJUST to solve the problem 5. ASSURE the problem has been solved
    35. 35. © Operational Excellence Consulting. All rights reserved. About Operational Excellence Consulting
    36. 36. 36© Operational Excellence Consulting. All rights reserved. About Operational Excellence Consulting • Operational Excellence Consulting is a management training and consulting firm that assists organizations in improving business performance and effectiveness. • The firm’s mission is to create business value for organizations through innovative operational excellence management training and consulting solutions. • OEC takes a unique “beyond the tools” approach to enable clients develop internal capabilities and cultural transformation to achieve sustainable world-class excellence and competitive advantage. For more information, please visit www.oeconsulting.com.sg
    37. 37. © Operational Excellence Consulting. All rights reserved. END OF PARTIAL PREVIEW For more of our training presentations, please visit: www.oeconsulting.com.sg

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