This document provides an overview of customer service skills for IT help desk staff, including the importance of active listening, understanding the client's needs, communicating with confidence, and managing challenging client interactions with empathy in order to resolve issues and provide excellent customer service. The goal is for help desk staff to act as customer champions by satisfying clients and representing the IT department in a positive manner.
Service excellence - Handling Complaint Ismal Zeva
This document provides guidance on effectively handling customer complaints. It begins by defining a complaint and explaining why complaints are welcomed opportunities for businesses. It describes different types of complainers and emphasizes listening attentively, apologizing, solving issues, and thanking customers. The LAST approach is outlined for addressing complaints. Taking responsibility, staying positive, responding quickly, offering personalized service, and following up are advised. Managing communication through clear speaking and appropriate body language is also covered. The document encourages viewing complaints as opportunities to evaluate performance, create loyalty, improve satisfaction, and strengthen business.
The document discusses complaint handling and provides guidance on effectively resolving customer complaints. It begins by defining complaints and explaining why they are important to address. It then describes different types of complainers and recommends communicating with them in a calm, rational manner. The document outlines the LAST approach to handling complaints, which involves listening attentively, apologizing and empathizing, solving the issue, and thanking the customer. It emphasizes taking ownership of complaints without blaming others, and provides tips for effective communication and behaviors to avoid. The document also discusses solving specific types of complaints, maintaining efficient work practices, and the importance of following up to ensure customer loyalty.
This document discusses customer complaints and their handling. It defines a complaint as an expression of dissatisfaction or unacceptable situation. Complaints arise due to differing expectations and grievances. When handling complaints, it is important to believe the customer, listen without being defensive, apologize even if not at fault, solve or satisfy the issue, and thank the customer. Proper body language like making eye contact, nodding, and smiling is also important when dealing with angry customers. Some magic words and phrases can help de-escalate situations. Overall, complaints should be viewed as opportunities for improvement rather than problems.
The document defines customers as individuals or businesses that purchase goods or services from a company. It distinguishes between internal customers within an organization and external customers outside the organization. It emphasizes that customers have the power to choose where to spend their money and that customer satisfaction is essential for businesses through customer service and maintaining ongoing client relationships. It provides tips for effective customer service such as empathy, clear communication, and complaint management. It also discusses how to handle difficult customer types like demanding, irate, talkative, silently angry, and abusive customers. Finally, it outlines the benefits of good customer service including repeat business, increased sales and profits, customer loyalty, delight, and positive business reputation.
This document provides guidance on handling upset customers. It recommends listening to customers' complaints without interrupting, acknowledging their feelings with empathy, and clarifying the issue. The key is to resolve problems calmly and professionally while focusing on solutions within your control. The document outlines the "LAST" approach: Listen without interrupting, Apologize and show empathy, Solve the problem, and Thank the customer. It emphasizes allowing customers to vent, managing your own emotions, understanding issues from their perspective, following through on promises, and leaving customers feeling satisfied.
The document outlines 10 essential customer service skills that will help one succeed in a career in customer service. The key skills are: 1) strong communication skills, 2) self-control, 3) patience, 4) an ownership attitude, 5) empathy, 6) good phone skills, 7) being a team player, 8) knowledgeability, 9) the ability to work under pressure, and 10) maintaining a positive attitude. Developing these 10 skills will allow one to better serve customers, resolve complaints, build relationships, and advance one's career in customer service.
This document discusses the process of customer care, complaint handling, and collecting dues to retain customers. It defines a customer as someone who uses paid products or services from an individual or organization. The key aspects of customer care are learning customer needs, analyzing complaints, developing relationships, and using two-way communication. When handling complaints, representatives should remain composed, apologize, address customers by name, and work with customers to find solutions. To collect dues and retain customers, organizations can make calls, send letters or faxes, do personal visits, or involve trade groups. There is a six stage process to collections that starts with billing and can progress to legal notices if needed. Maintaining good customer service is important to keep customers.
The document discusses various topics related to handling customer complaints effectively. It provides guidance on identifying different types of customers, understanding why customers complain, dealing with internal and difficult customers, listening empathetically to complaints, following up on issues appropriately, and maintaining high customer service standards. Key points include differentiating between empathy and sympathy when handling complaints, treating all customers with courtesy, and turning dissatisfied customers into friends through sincere resolution of their issues.
Service excellence - Handling Complaint Ismal Zeva
This document provides guidance on effectively handling customer complaints. It begins by defining a complaint and explaining why complaints are welcomed opportunities for businesses. It describes different types of complainers and emphasizes listening attentively, apologizing, solving issues, and thanking customers. The LAST approach is outlined for addressing complaints. Taking responsibility, staying positive, responding quickly, offering personalized service, and following up are advised. Managing communication through clear speaking and appropriate body language is also covered. The document encourages viewing complaints as opportunities to evaluate performance, create loyalty, improve satisfaction, and strengthen business.
The document discusses complaint handling and provides guidance on effectively resolving customer complaints. It begins by defining complaints and explaining why they are important to address. It then describes different types of complainers and recommends communicating with them in a calm, rational manner. The document outlines the LAST approach to handling complaints, which involves listening attentively, apologizing and empathizing, solving the issue, and thanking the customer. It emphasizes taking ownership of complaints without blaming others, and provides tips for effective communication and behaviors to avoid. The document also discusses solving specific types of complaints, maintaining efficient work practices, and the importance of following up to ensure customer loyalty.
This document discusses customer complaints and their handling. It defines a complaint as an expression of dissatisfaction or unacceptable situation. Complaints arise due to differing expectations and grievances. When handling complaints, it is important to believe the customer, listen without being defensive, apologize even if not at fault, solve or satisfy the issue, and thank the customer. Proper body language like making eye contact, nodding, and smiling is also important when dealing with angry customers. Some magic words and phrases can help de-escalate situations. Overall, complaints should be viewed as opportunities for improvement rather than problems.
The document defines customers as individuals or businesses that purchase goods or services from a company. It distinguishes between internal customers within an organization and external customers outside the organization. It emphasizes that customers have the power to choose where to spend their money and that customer satisfaction is essential for businesses through customer service and maintaining ongoing client relationships. It provides tips for effective customer service such as empathy, clear communication, and complaint management. It also discusses how to handle difficult customer types like demanding, irate, talkative, silently angry, and abusive customers. Finally, it outlines the benefits of good customer service including repeat business, increased sales and profits, customer loyalty, delight, and positive business reputation.
This document provides guidance on handling upset customers. It recommends listening to customers' complaints without interrupting, acknowledging their feelings with empathy, and clarifying the issue. The key is to resolve problems calmly and professionally while focusing on solutions within your control. The document outlines the "LAST" approach: Listen without interrupting, Apologize and show empathy, Solve the problem, and Thank the customer. It emphasizes allowing customers to vent, managing your own emotions, understanding issues from their perspective, following through on promises, and leaving customers feeling satisfied.
The document outlines 10 essential customer service skills that will help one succeed in a career in customer service. The key skills are: 1) strong communication skills, 2) self-control, 3) patience, 4) an ownership attitude, 5) empathy, 6) good phone skills, 7) being a team player, 8) knowledgeability, 9) the ability to work under pressure, and 10) maintaining a positive attitude. Developing these 10 skills will allow one to better serve customers, resolve complaints, build relationships, and advance one's career in customer service.
This document discusses the process of customer care, complaint handling, and collecting dues to retain customers. It defines a customer as someone who uses paid products or services from an individual or organization. The key aspects of customer care are learning customer needs, analyzing complaints, developing relationships, and using two-way communication. When handling complaints, representatives should remain composed, apologize, address customers by name, and work with customers to find solutions. To collect dues and retain customers, organizations can make calls, send letters or faxes, do personal visits, or involve trade groups. There is a six stage process to collections that starts with billing and can progress to legal notices if needed. Maintaining good customer service is important to keep customers.
The document discusses various topics related to handling customer complaints effectively. It provides guidance on identifying different types of customers, understanding why customers complain, dealing with internal and difficult customers, listening empathetically to complaints, following up on issues appropriately, and maintaining high customer service standards. Key points include differentiating between empathy and sympathy when handling complaints, treating all customers with courtesy, and turning dissatisfied customers into friends through sincere resolution of their issues.
This document provides guidance on handling customer complaints. It discusses identifying complaints as gifts that provide opportunities to improve service and retain customers. Key steps for handling complaints include listening actively, apologizing, acknowledging the problem, explaining actions, and following up. Complaints should be addressed promptly, respectfully, and with the goal of resolving the customer's underlying needs and concerns. Service recovery aims to turn unhappy customers into advocates by remedying failures efficiently and compensating customers.
A complaint expresses customer dissatisfaction with a product or service where the customer expects a response. Customers complain when their expectations are not met, to release anger, or to help improve service. Complaints are a "gift" that allow businesses to increase customer trust, build long-term relationships, and engage customers as advocates who publicly support the business. To properly handle complaints, businesses should listen, repeat the issue, apologize, acknowledge the problem, explain how it will be addressed, thank the customer, follow up, remain calm and focus on the problem rather than taking it personally. The goal is to turn unhappy customers into satisfied ones.
The document discusses customer and staff relations. It emphasizes the importance of courtesy, professionalism, and effective response when interacting with both external and internal customers. Non-verbal communication skills like body language, appearance, and listening are key to positive customer relations. Maintaining honesty, politeness, tact, and sensitivity are also discussed as important qualities for customer-facing staff.
This document discusses the importance of handling guest complaints effectively. It notes that unhappy guests will often stop using a hotel's services and tell others about their negative experience. Common reasons for complaints include poor service, delays, and rude staff members. If complaints are not resolved, hotels can lose customers and suffer reputational damage. Therefore, it is important to actively seek out complaints to identify and address issues. The document provides tips for resolving complaints, which include listening without arguing, apologizing, finding solutions, and thanking the customer. Handling complaints effectively turns negative experiences into opportunities to improve service and ensure guest satisfaction.
How to Handle Guest with Complaints in HotelHotelCluster
The key to running a successful hotel is customer service. A big part of this is addressing customer complaints and ensuring that these complaints are resolved to the customer’s satisfaction. Successful resolution will have a positive effect on the customer, who will be more conducive to returning to the hotel in the future, as the way the complaint was handled and resolved makes the customer feel special and shows him that the hotel is genuinely interested in keeping its customers happy and satisfied.
The Customer Service Workout: Ten Essential Skills for Frontline Employees
This presentation focuses on ten skills frontline employees can practice to improve their interactions with customers. From using effective service language to staying calm when things go wrong, these basic questions and suggestions can be incorporated into any organization looking for some quick wins in its delivery of exceptional customer service.
The script that accompanies this program can be found at http://www.businesstrainingworks.com/main-menu/customer-service-training-program.
For more information about onsite customer service training and for free training resources, visit us online at www.businesstrainingworks.com.
This document discusses key aspects of effective customer service. It defines customer service as forming relationships where customers feel special and want to continue and expand their business. Customers expect companies to demonstrate trust, responsiveness, empathy, assurance and attention to tangible aspects. Good customer service requires listening skills, attentiveness, patience, clear communication, positive language, time management, responsibility and a willingness to improve. The document provides tips for demonstrating each of these qualities to enhance the customer experience.
This document outlines a chapter on communication and customer service. It defines key terms like communication, customer intelligence, and relationship marketing. It then describes the five main methods of communication - listening, writing, talking, reading, and nonverbal expression. Finally, it discusses best practices for communicating with customers effectively using tools like voice inflection, appropriate language, eye contact, technology, and telephone interactions.
This document provides an overview of training topics covered in a call center training program. The training includes cross-cultural dynamics, cultural awareness, social graces, etiquette and body language, maps and time zones, voice and accent training, customer service basics, quality monitoring, team building exercises, call handling skills, and mock calls. The goal is to prepare new call center agents to effectively handle calls from a diverse global customer base.
Handling customer complaints, Dealing Different Types of Guest pranjal joshi
Customer service is important for keeping customers satisfied and returning. There are different types of customers and effective strategies for handling complaints. It is important to listen to complaints, take them seriously, and resolve issues to the customer's satisfaction in order to change unhappy customers into loyal returning customers.
This document provides guidance on effective customer service practices for front line communicators in schools. It emphasizes the importance of respectful, responsive, and friendly service to promote student success and advocate for public schools. Key recommendations include greeting all visitors with a smile, answering phones promptly, speaking politely, and addressing customer concerns quickly and courteously. Front line staff are reminded that their interactions can strongly influence perceptions of the entire school.
This document provides training on enhancing customer service skills. It discusses creating a customer-centric environment by listening, giving undivided attention, appreciating individuality, and more. It defines customer service, outlines customer rights, and describes types of customers including new/existing, wavering, and defecting customers. It then focuses on becoming a solution creator for new/existing customers and managing conflict with wavering and defecting customers using tools like the 3 Rs and 10 commandments of customer service. The training emphasizes resolving issues in a respectful manner.
Service no the art of saying no to your customer by ashish kapilRahulSharma2647
The document provides 7 tips for customer service representatives to effectively say "no" to customers when refusing requests. The tips are: 1) clearly assert the refusal while avoiding empty promises; 2) say "yes" to alternative requests when possible; 3) deliver positive news even when saying no; 4) clarify requests before saying no to avoid misunderstandings; 5) use empathy statements to show care for the customer's situation; 6) fully explain the reasons for saying no; 7) offer alternatives whenever possible and follow up with customers. The overall message is that saying no to customers still requires maintaining a positive customer experience through clear communication and finding ways to satisfy customers' underlying needs.
The document discusses handling guest complaints in the hospitality industry. It notes that common complaints include wrong information, poor customer service, overpricing, lack of information, delays, and unresponsiveness. When addressing complaints, it is important to listen empathetically, maintain eye contact, stay calm, apologize, offer solutions, act promptly to resolve issues, follow up to ensure satisfaction, and know when to involve others. Properly addressing complaints can transform unhappy guests into loyal customers and service recovery aims to remedy failed service quickly through apology, problem-solving, and compensation.
12 Conflict Resolution Tips for Excellent Customer ServiceTalkdeskInc
https://www.talkdesk.com/resources/webinars/
Find out how to resolve customer conflict by delivering excellent customer service.
www.talkdesk.com/request-demo
Customer Service Starts At The Front Desk: Admin's Best Practices Myra Golden
The document provides best practices and techniques for customer service at the front desk. It recommends greeting visitors quickly with a sincere welcome, keeping conversations professional, and providing refreshments. It also suggests speaking slowly, using the caller's name, thanking them for calling, writing concise emails, focusing on resolving customer issues, empathizing with customers, and paying attention to detail to provide a high level of service. The overall message is that strong customer service is important for both customer satisfaction and business success.
Going the extra mile is about going above and beyond and getting more than you thought you were paying for or expecting.
Golden Rule – You only have one chance to make a first impression!
Looking for customized in-house training sessions that fit your needs, particularly in the Philippines? Please send me an email at clarencegapostol@gmail.com or WhatsApp +971507678124. When your request is received I will follow up with you as soon as possible.Thank you!
This document provides an overview of a training on delivering excellent customer service. It is divided into multiple modules that cover key topics such as defining customers, the impact of poor customer service, modeling excellent service, and adopting the FISH philosophy of customer service. The training utilizes exercises, discussions, and assessments to engage participants in understanding excellent service and how to provide it to both internal and external customers.
This document outlines an IT customer service soft skills training session. The training aims to teach participants how to enhance the customer experience while solving problems using soft skills. These soft skills include setting the right tone and pace in interactions, using care phrases, active listening, demonstrating empathy, providing proactive service, and confirming customer satisfaction before ending calls. The training covers best practices for applying these soft skills during each step of the customer interaction from opening to closing.
This document discusses the importance of excellent customer service. It emphasizes that customers are the reason companies exist and are their source of revenue. Superior customer service is defined as service that delights customers, exceeds their expectations, and makes them return. The document outlines what customers expect from service providers and the key qualities needed like listening skills, caring attitude, and timely resolution of issues. It stresses the importance of a positive can-do attitude when dealing with customers. The document provides tips for greeting customers, identifying their needs, handling issues, and dealing with difficult or angry customers diplomatically. It advises service agents to not take complaints personally and remain in control of their emotions.
The document discusses customer service and provides definitions and best practices. It defines service as identifying and efficiently meeting customers' obvious and hidden needs. It lists the types of customers an organization may have both internal and external. It also discusses the importance of good service, why customers leave, and how to achieve customer loyalty through excellent service, competence, and going above expectations.
This document provides guidance on handling customer complaints. It discusses identifying complaints as gifts that provide opportunities to improve service and retain customers. Key steps for handling complaints include listening actively, apologizing, acknowledging the problem, explaining actions, and following up. Complaints should be addressed promptly, respectfully, and with the goal of resolving the customer's underlying needs and concerns. Service recovery aims to turn unhappy customers into advocates by remedying failures efficiently and compensating customers.
A complaint expresses customer dissatisfaction with a product or service where the customer expects a response. Customers complain when their expectations are not met, to release anger, or to help improve service. Complaints are a "gift" that allow businesses to increase customer trust, build long-term relationships, and engage customers as advocates who publicly support the business. To properly handle complaints, businesses should listen, repeat the issue, apologize, acknowledge the problem, explain how it will be addressed, thank the customer, follow up, remain calm and focus on the problem rather than taking it personally. The goal is to turn unhappy customers into satisfied ones.
The document discusses customer and staff relations. It emphasizes the importance of courtesy, professionalism, and effective response when interacting with both external and internal customers. Non-verbal communication skills like body language, appearance, and listening are key to positive customer relations. Maintaining honesty, politeness, tact, and sensitivity are also discussed as important qualities for customer-facing staff.
This document discusses the importance of handling guest complaints effectively. It notes that unhappy guests will often stop using a hotel's services and tell others about their negative experience. Common reasons for complaints include poor service, delays, and rude staff members. If complaints are not resolved, hotels can lose customers and suffer reputational damage. Therefore, it is important to actively seek out complaints to identify and address issues. The document provides tips for resolving complaints, which include listening without arguing, apologizing, finding solutions, and thanking the customer. Handling complaints effectively turns negative experiences into opportunities to improve service and ensure guest satisfaction.
How to Handle Guest with Complaints in HotelHotelCluster
The key to running a successful hotel is customer service. A big part of this is addressing customer complaints and ensuring that these complaints are resolved to the customer’s satisfaction. Successful resolution will have a positive effect on the customer, who will be more conducive to returning to the hotel in the future, as the way the complaint was handled and resolved makes the customer feel special and shows him that the hotel is genuinely interested in keeping its customers happy and satisfied.
The Customer Service Workout: Ten Essential Skills for Frontline Employees
This presentation focuses on ten skills frontline employees can practice to improve their interactions with customers. From using effective service language to staying calm when things go wrong, these basic questions and suggestions can be incorporated into any organization looking for some quick wins in its delivery of exceptional customer service.
The script that accompanies this program can be found at http://www.businesstrainingworks.com/main-menu/customer-service-training-program.
For more information about onsite customer service training and for free training resources, visit us online at www.businesstrainingworks.com.
This document discusses key aspects of effective customer service. It defines customer service as forming relationships where customers feel special and want to continue and expand their business. Customers expect companies to demonstrate trust, responsiveness, empathy, assurance and attention to tangible aspects. Good customer service requires listening skills, attentiveness, patience, clear communication, positive language, time management, responsibility and a willingness to improve. The document provides tips for demonstrating each of these qualities to enhance the customer experience.
This document outlines a chapter on communication and customer service. It defines key terms like communication, customer intelligence, and relationship marketing. It then describes the five main methods of communication - listening, writing, talking, reading, and nonverbal expression. Finally, it discusses best practices for communicating with customers effectively using tools like voice inflection, appropriate language, eye contact, technology, and telephone interactions.
This document provides an overview of training topics covered in a call center training program. The training includes cross-cultural dynamics, cultural awareness, social graces, etiquette and body language, maps and time zones, voice and accent training, customer service basics, quality monitoring, team building exercises, call handling skills, and mock calls. The goal is to prepare new call center agents to effectively handle calls from a diverse global customer base.
Handling customer complaints, Dealing Different Types of Guest pranjal joshi
Customer service is important for keeping customers satisfied and returning. There are different types of customers and effective strategies for handling complaints. It is important to listen to complaints, take them seriously, and resolve issues to the customer's satisfaction in order to change unhappy customers into loyal returning customers.
This document provides guidance on effective customer service practices for front line communicators in schools. It emphasizes the importance of respectful, responsive, and friendly service to promote student success and advocate for public schools. Key recommendations include greeting all visitors with a smile, answering phones promptly, speaking politely, and addressing customer concerns quickly and courteously. Front line staff are reminded that their interactions can strongly influence perceptions of the entire school.
This document provides training on enhancing customer service skills. It discusses creating a customer-centric environment by listening, giving undivided attention, appreciating individuality, and more. It defines customer service, outlines customer rights, and describes types of customers including new/existing, wavering, and defecting customers. It then focuses on becoming a solution creator for new/existing customers and managing conflict with wavering and defecting customers using tools like the 3 Rs and 10 commandments of customer service. The training emphasizes resolving issues in a respectful manner.
Service no the art of saying no to your customer by ashish kapilRahulSharma2647
The document provides 7 tips for customer service representatives to effectively say "no" to customers when refusing requests. The tips are: 1) clearly assert the refusal while avoiding empty promises; 2) say "yes" to alternative requests when possible; 3) deliver positive news even when saying no; 4) clarify requests before saying no to avoid misunderstandings; 5) use empathy statements to show care for the customer's situation; 6) fully explain the reasons for saying no; 7) offer alternatives whenever possible and follow up with customers. The overall message is that saying no to customers still requires maintaining a positive customer experience through clear communication and finding ways to satisfy customers' underlying needs.
The document discusses handling guest complaints in the hospitality industry. It notes that common complaints include wrong information, poor customer service, overpricing, lack of information, delays, and unresponsiveness. When addressing complaints, it is important to listen empathetically, maintain eye contact, stay calm, apologize, offer solutions, act promptly to resolve issues, follow up to ensure satisfaction, and know when to involve others. Properly addressing complaints can transform unhappy guests into loyal customers and service recovery aims to remedy failed service quickly through apology, problem-solving, and compensation.
12 Conflict Resolution Tips for Excellent Customer ServiceTalkdeskInc
https://www.talkdesk.com/resources/webinars/
Find out how to resolve customer conflict by delivering excellent customer service.
www.talkdesk.com/request-demo
Customer Service Starts At The Front Desk: Admin's Best Practices Myra Golden
The document provides best practices and techniques for customer service at the front desk. It recommends greeting visitors quickly with a sincere welcome, keeping conversations professional, and providing refreshments. It also suggests speaking slowly, using the caller's name, thanking them for calling, writing concise emails, focusing on resolving customer issues, empathizing with customers, and paying attention to detail to provide a high level of service. The overall message is that strong customer service is important for both customer satisfaction and business success.
Going the extra mile is about going above and beyond and getting more than you thought you were paying for or expecting.
Golden Rule – You only have one chance to make a first impression!
Looking for customized in-house training sessions that fit your needs, particularly in the Philippines? Please send me an email at clarencegapostol@gmail.com or WhatsApp +971507678124. When your request is received I will follow up with you as soon as possible.Thank you!
This document provides an overview of a training on delivering excellent customer service. It is divided into multiple modules that cover key topics such as defining customers, the impact of poor customer service, modeling excellent service, and adopting the FISH philosophy of customer service. The training utilizes exercises, discussions, and assessments to engage participants in understanding excellent service and how to provide it to both internal and external customers.
This document outlines an IT customer service soft skills training session. The training aims to teach participants how to enhance the customer experience while solving problems using soft skills. These soft skills include setting the right tone and pace in interactions, using care phrases, active listening, demonstrating empathy, providing proactive service, and confirming customer satisfaction before ending calls. The training covers best practices for applying these soft skills during each step of the customer interaction from opening to closing.
This document discusses the importance of excellent customer service. It emphasizes that customers are the reason companies exist and are their source of revenue. Superior customer service is defined as service that delights customers, exceeds their expectations, and makes them return. The document outlines what customers expect from service providers and the key qualities needed like listening skills, caring attitude, and timely resolution of issues. It stresses the importance of a positive can-do attitude when dealing with customers. The document provides tips for greeting customers, identifying their needs, handling issues, and dealing with difficult or angry customers diplomatically. It advises service agents to not take complaints personally and remain in control of their emotions.
The document discusses customer service and provides definitions and best practices. It defines service as identifying and efficiently meeting customers' obvious and hidden needs. It lists the types of customers an organization may have both internal and external. It also discusses the importance of good service, why customers leave, and how to achieve customer loyalty through excellent service, competence, and going above expectations.
This document provides an overview and objectives for a STAR Training on customer service. The training covers using the AER (Acknowledge, Empathize, Reassure) technique, answering calls appropriately, demonstrating customer service skills, and managing customer cases. It includes sections on the contact handling process with steps like preparing for contact, answering calls, and managing the customer relationship through building rapport and resolving requests. Examples of affirmative language and active listening techniques are also discussed. The overall goal is for participants to demonstrate their role in serving customers and applying the skills and processes taught to improve customer satisfaction.
This document discusses the importance of good customer service and outlines key skills for customer service providers. It emphasizes respecting customers, communicating effectively, controlling emotions, and solving problems to ensure customer satisfaction. Maintaining knowledge of products and services, professionalism, teamwork, and flexibility are seen as important for serving customers and benefiting employers through repeat business and loyalty. The overall message is that satisfying customers should always be the top priority.
The Art of Intentional Customer Service.pptsubramanianS62
This document discusses best practices for providing intentional customer service. It emphasizes caring for customers through reliability, assurance, responsiveness, empathy, and attention to tangible details. Key aspects of customer service include keeping promises, addressing customer needs promptly, building trust through honesty and communication, treating customers with courtesy and respect, actively listening to understand their perspectives, and expressing gratitude. The overall mission is to partner with customers and help them through challenges with a caring, solutions-oriented attitude.
This document discusses excellent customer service. It begins by explaining that keeping existing customers is more important than attracting new ones, as repeat customers spend more and it costs less to retain them. It then outlines strategies for building customer loyalty like satisfaction and relationships. The document provides tips for good customer service including listening, making promises you can keep, dealing with complaints, and being helpful. It discusses communication skills and provides examples of empathetic and relationship-building phrases. Finally, it offers advice for handling different types of difficult customers through role plays.
Good customer service can bring more business. Do not consider your customer service department a cost but treat it as your business investment - Soumit Ranjan Jena
This document provides information about the importance of customer service. It discusses how keeping existing customers is more important than attracting new customers, as repeat customers spend more and it costs less to retain them. The "ladder of customer loyalty" shows different levels from prospects to advocates. Strategies for building loyalty include satisfying customers and maintaining relationships. Good customer service involves listening to customers, addressing complaints, being helpful and courteous. Specific dos and don'ts are provided for communicating with customers. The document also gives tips for dealing with different types of challenging customers.
The document discusses developing customer focus. It outlines that customers are vital to any organization's success and their expectations include having questions answered, problems solved, and ideas shared in a timely manner. The goals for meeting customer expectations are to treat them well, satisfy their needs, and make them feel valued. Customers expect high quality, fair priced, clean, and safe products and services. Building good customer relationships and maintaining customer loyalty are also discussed.
Customer service is the provision of service to customers before, during, and after a purchase. It is important for customer-facing employees to present themselves professionally through their appearance, facial expressions, body language, and tone of voice. Proper listening, understanding the customer's perspective, and going the extra mile are keys to resolving customer issues effectively. The overall goal is to ensure customers feel respected and have a positive experience.
The document discusses important customer service skills. It defines a customer and explains why customer service is important for businesses. The main customer service skills that every employee needs are then outlined, including patience, attentiveness, clear communication, product knowledge, using positive language, time management, ability to read customers, having a calming presence, handling surprises, tenacity, closing interactions well, and a willingness to learn.
Frankfinn Presentation on Customer Relationship Management by Hricha DhungelHrichaDhungel
This document is a presentation on customer relationship management submitted by Hricha Dhungel. It contains an introduction to CRM, tasks on defining key terms like customer and customer service, analyzing customer needs and satisfaction levels during a visit to Big Bazar store, skills for customer service, and how to handle angry customers. The presentation concludes with lessons learned on customer retention and a bibliography.
The document provides guidance on proper email etiquette. It discusses including a clear subject line, greeting, concise body, and closing in emails. The email body should have a clear purpose. Common mistakes to avoid include omitting Oxford commas, hedging language, overly long or unclear copy, being too casual or formal, using cliches, and repetition. Maintaining a balance of formality and keeping the message concise are emphasized.
CUSTOMER_SERVICE_-OUR_PRIORITY by UKAUMUNE CHARLEScharles ukaumune
1. Customer service should focus on understanding customer values and providing exceptional service beyond expectations.
2. Top-down commitment from management is essential to set the proper tone for frontline staff.
3. Companies must implement specific service standards, reward good employee performance, invest in complaint resolution, and train staff.
4. Understanding who the most profitable customers are and building loyalty among them will help strengthen the business.
CUSTOMER SERVICE ACROSS CULTURES - WORKING IN ETHIOPIAKalkidan Girma
This presentation provides a description of customer relations and expectations across diverse cultures. It is prepared for anyone whose work involves customer relations in diverse working environments.
This document outlines the top 10 soft skills needed for customer service. Soft skills are personal attributes that enable individuals to understand others and communicate effectively. The top soft skills for customer service are clear communication, listening skills, self-control, positive attitude, assertiveness, conflict resolution, empathy, depersonalization, taking responsibility, and a sense of humor. Each skill is then briefly defined and explained in the context of customer service interactions.
Courtesy, empathy, and active listening are among the most important skills for customer service representatives to master according to the document. It outlines 15 essential skills, including being polite, finding common ground with customers, admitting mistakes, showing appreciation, communicating clearly, and adapting to different customer needs and moods. The goal is to resolve issues, ensure customer satisfaction, and build trust and loyalty through compassionate and consistent service.
A customer service mindset focuses on understanding customer needs and putting them first. It values communication and empathy to build loyal, trusting relationships that drive business success. Developing a customer service mindset requires actively listening to customers, understanding their perspective, addressing issues proactively, and using feedback to continuously improve the customer experience.
The document discusses best practices for providing excellent customer service. It emphasizes understanding customer needs and expectations, streamlining processes to make it easy for customers, and using plain language without jargon. Specific tips include explaining policies from the customer's perspective, actively listening to customers, and reflecting on their perspectives to build trust and rapport. The document also includes self-assessment questions to evaluate customer service skills.
3. What is Customer Service?
The ability to provide a service or product in the
way that it has been promised.
An organization's ability to supply their clients'
wants and needs.
The process of taking care of our clients in a
positive manner.
The commitment to providing value added
services to external and internal clients, including
attitude, knowledge, technical support and
quality of service in a timely manner.
The definitions above taken from CustomerServiceManager.com
4. Our Role
You represent group, the IT Help Center and IS&T
First person client sees or talks to on the phone
We influence how people think about us
Clients remember their interaction with you when
they think about our group.
Small interactions have a big impact!
30 seconds might not seem like it could make a
difference but it can & does
There is an opportunity in every moment.
Your Goal: Customer Champion
Customer Champion: A person who actively promotes the image and
services of the department, and supports the needs of the customer.
5. Communication Skills
Our technical knowledge is useless if we are
not able to communicate and translate it
properly to the client.
Different people require us to use different
communication skills.
A difficult person can make you temporarily
lose the skills you have.
Solid communication skills are vital in every
interaction.
6. Client’s Communication Style
Every client has a different style of
communication
Understanding a client’s style is important
Increases comprehension
Improves level of client satisfaction
The Goal: Match client’s communication style
Determine client’s level of technical proficiency
Matching client’s vocal elements & vocabulary
This does not mean yell if they yell
Use same technical terminology as client
7. Excellent Client Service Skills
Activelylistening to the client
Understanding the client’s needs
Remaining flexible to meet expectations
Proactively keeping customers informed
Going above and beyond (110%)
Ican’t stress enough how much we value
when our staff and students go above
and beyond basic expectations.
8. Active Listening
A more interactive process than passive
listening.
Be ready to listen (avoid any distractions)
Do not interrupt
Pause before replying
Don’t be distracted by what you’re going to
say when they finish talking.
Focus on client and acknowledge their issue
Paraphrase what they said for clarification
9. Verbal Skills
Tone of Voice
Words convey only 15% of your message
Enthusiastic,
Excited, Willing
Smile & remain positive
Example “Sure, I’m happy to help.”
Sound confident
Be clear with what you say
Be kind & polite
10. Maximizing Effectiveness
In the next few slides we’ll talk about how these
elements of maximizing the effectiveness of your
communication skills will allow you to be able to
handle every situation
Understanding the client’s needs
Difference between empathy and sympathy
Display confidence
Techniques to eliminate or reduce conflict
Strategies to manage challenging circumstances
with clients
11. Understanding Client’s Needs
25% consists of Understand the
providing the service customer’s need
or support Allow client to
completely explain
Needs a projector incident
Has a virus Empathize with the
client about the
75% of client inconvenience
satisfaction consists Let client know you
of meeting the have dealt with this in
client’s the past or can call staff
psychological needs Tell client how you are
going to resolve the
Needs everything to incident
work and just go right
12. Sympathy vs. Empathy
Empathy (n.): Identifying with and understanding
another person’s situation, feelings, and motives
Sympathy (n.): A feeling or expression of pity or
sorrow
True empathy acknowledges the emotions the
client is feeling
Feeling sorry for them will not help you understand
what they need
Empathy builds rapport, instills confidence
Example: “I understand you are frustrated”
13. Demonstrating Confidence
Why is confidence important?
Establishes credibility
Enhances the reputation of the organization
Increases customer satisfaction
How to be confident:
Speak with conviction
Smile
Maintain positive tone of voice
Take ownership of the request & let the client
know you will help from start to finish
14. Handling Conflict
As you interact with your clients, you must
separate their behavior from who they are as
people.
Don’t take it personally. If they get upset,
remember that the client is most likely mad at
the situation, not mad at you.
If you do this, you will see that your task in
every case is the same:
Stay calm, meet the client’s expectations and
deliver excellent customer service
15. Handling Conflict – Part 2
Techniques to reduce or eliminate conflict:
Think about how you like to be treated
Choose your words & tone carefully
Listen to the client’s concerns
Let the client vent
Empathize with the client
Remain confident
Remember, you choose how
you respond to a client’s
emotions or reactions
16. Challenging Circumstances
You may come across a challenging
circumstance
Examples: Irate client, Inconvenienced client,
Emotional client, Abusive client
In any case, if you utilize excellent client
service skills you will succeed.
If you become overwhelmed, please ask for
help. Don’t wait until its too late. We do not
expect you to handle an abusive client on
your own.
17. Manage Client Interactions
Keep accusatory tones out of your voice.
Say “Please” and “Thank you”
Don’t assume they speak the same
language you do (be it technical or
English)
Tryto think of what the most you can do
to help is,
not the least you must do.
18. Recap-
Virtues of Customer Service
Empathy Humility
Put yourself in their Arrogance has no
position if you place in customer
needed help. service
Admitting you’re
wrong
Remaining Calm Saying “I don’t
Don’t make the user know”
more anxious than Calling in the help of
they already are a staff person
Listening
Patience Allow the user to
Slow down, take vent and explain
your time their issue
19. Conclusion
Using these techniques you should be able to do the
following:
Satisfy clients by using active listening skills
and effective communication strategies
Defuse challenging client behavior
Be a customer champion
Be proud of yourself and the work you are doing
Be a valuable member of the IT Help Center team
Editor's Notes
add value in every interaction, reframe, you have the power, rewrite the story
First, I am going to talk about the role we play in our interactions with our clients and how crucial it is to the success of the organization as a whole.Secondly, we will review what is considered to be excellent customer service skills and why they are important.Lastly, I will teach you how you can maximize the effectiveness of your communication skills to handle every situation.
The IT Help Center is the initial point of contact for our clients. Typically, you will be the first person that the clients sees or hears when they have a request or are reporting an incident.When clients think of IS&T, they mainly think of their previous interactions with us. Hence, we truly influence how people think of us and the entire organization.That 30 second phone call or 30 second face to face interaction may seem trivial but it has a big impact on how clients think of us.
Our value is based upon our technical know-how and it is our job to use this knowledge to help students and staff with their computer questions and issues. Our technical knowledge is useless if we are not able to know communicate and translate it properly to the client. Learning to bridge this gap is key to providing an exceptional experience for each client.
In any interaction, you must first determine the client’s communication style. If you understand how the client communicates, you will be able to better translate what their needs are. You will also be able to match their communication style so that they will understand what you are trying to convey.
In the next slide we will talk about active listening more in depth.
A client will know if you are listening to them or not. Active listening is a more interactive process than just sitting back and staring blankly at the client. When you are actively listening you will be able to know when to let the client talk and when to respond.
Mastering your verbal skills is very important when interacting with clients. The most important aspect is your tone of voice. Words convey only 15% of your message, the other 85% is conveyed through your tone.
In the next few slides we will discuss the following items. If you understand these concepts you will be able to tackle any client interaction.
If you understand where the client is coming from, you will be able to help them more efficiently.
If you are confident then the client will pick up on that right away. Demonstrating confidence will help you avoid a client becoming frustrated.Speak with conviction even if you do not know the answer. Assure the client you are capable of finding the answer no matter what.Let the client know you will help them from start to finish, this increase customer satisfication.
Also, never take it personally. More than likely the client is not mad at you. The best you can do is to stay calm and help them.
No matter how frustrated the client is, if you follow these techniques, you will be able to diffuse the situation. These are very basic skills that really have a big impact. Just think about how you would want to be treated when you need something fixed.