1. The document discusses key aspects of effective customer service such as understanding customer needs, treating customers with respect, and maintaining good communication.
2. It provides examples of customer service skills observed during a project at a department store, including giving discounts to regular customers, assisting new customers, and addressing customer complaints with empathy.
3. The author learned about managing customer relationships and problems through this project and the importance of meeting customer needs to build loyalty and satisfaction.
Customer Service - Going beyond satisfaction. It is no longer enough to have merely satisfied customers. One has to look beyond satisfaction in order to retain customers in today's world.
Frankfinn Presentation on Customer Relationship Management by Hricha DhungelHrichaDhungel
Frankfinn Presentation on Customer Relationship Management by Hricha Dhungel
This Presentation on Customer Relationship Management will help you give an idea of how to make one.
Presented at Association of College Unions International Region 13 Annual Conference
Presentation Description:
Everyone has his or her own definition of customer service, come find out WHAT ours is! The session informs employees of the necessary tools to have a successful customer service interaction so the customer leaves with a positive impression of their experience. This session will teach employees to do WHAT is expected.
Customer Service - Going beyond satisfaction. It is no longer enough to have merely satisfied customers. One has to look beyond satisfaction in order to retain customers in today's world.
Frankfinn Presentation on Customer Relationship Management by Hricha DhungelHrichaDhungel
Frankfinn Presentation on Customer Relationship Management by Hricha Dhungel
This Presentation on Customer Relationship Management will help you give an idea of how to make one.
Presented at Association of College Unions International Region 13 Annual Conference
Presentation Description:
Everyone has his or her own definition of customer service, come find out WHAT ours is! The session informs employees of the necessary tools to have a successful customer service interaction so the customer leaves with a positive impression of their experience. This session will teach employees to do WHAT is expected.
This powerpoint presentation helps to establish basics for taking care of customers while at the same time reiterates examples numerous times for people who are crucial to our customer satisfaction. It addresses how devastating the loss of one customer can be through not providing the ultimate customer experience. one service failure can sink a business. Your frontline people and everyone they work with are part of the internal customer network. As a team they must all work together to provide the unforgettable customer experience and exceed the customers\’ expectations.
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.
There is a proven way to build your reputation and achieve 20% growth in business without spending anything on advertising or hours on social media and this course will show you how its done.
This is not a sales course but rather a true “service” based course presented by an Operations Exec with years of experience in managing successful customer service departments.
In this course you will learn how to build your business and your reputation by making simple changes that are easy to implement.
Delegates Will Learn:
Why proper service is critical
How to identify and provide excellent service
What’s in it for you, your departmenat and your organisation
By the end of this course you will have developed a personal action plan to implement in your business immediately and will be thinking very differently about how you go about your business.
If you are serious about building your business or developing your staff to do so for you or if you are open minded enough to examine and adopt additional methods to overcoming obstacles, Exceptional Customer Service is the course for you.
Martyn can show you those small but effective actions which can deliver a sustainable and unassailable advantage over your competitors.
About The Trainer
Martyn Jones has worked with many companies from FTSE100 giants to sole traders and from many different sectors including utilities, nuclear, legal, financial and travel. He has delivered this training for UCLAN and other business schools and with his informative style, enthusiastic, and vast experience he will enable delegates to take the principles of success and apply them to their organisations straight away. http://www.lancschamber.co.uk/training/exceptional-customer-service-course/
Very few companies in Romania really understand the importance of good customer service. They may use words like customer service excellence; quality etc but there is a void between words and reality. Without this your company may not survive long term as the more astute managers will use this as a key weapon to steal your customers.
FREELANCE TRAINING IS THE ANSWER
This powerpoint presentation helps to establish basics for taking care of customers while at the same time reiterates examples numerous times for people who are crucial to our customer satisfaction. It addresses how devastating the loss of one customer can be through not providing the ultimate customer experience. one service failure can sink a business. Your frontline people and everyone they work with are part of the internal customer network. As a team they must all work together to provide the unforgettable customer experience and exceed the customers\’ expectations.
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.
There is a proven way to build your reputation and achieve 20% growth in business without spending anything on advertising or hours on social media and this course will show you how its done.
This is not a sales course but rather a true “service” based course presented by an Operations Exec with years of experience in managing successful customer service departments.
In this course you will learn how to build your business and your reputation by making simple changes that are easy to implement.
Delegates Will Learn:
Why proper service is critical
How to identify and provide excellent service
What’s in it for you, your departmenat and your organisation
By the end of this course you will have developed a personal action plan to implement in your business immediately and will be thinking very differently about how you go about your business.
If you are serious about building your business or developing your staff to do so for you or if you are open minded enough to examine and adopt additional methods to overcoming obstacles, Exceptional Customer Service is the course for you.
Martyn can show you those small but effective actions which can deliver a sustainable and unassailable advantage over your competitors.
About The Trainer
Martyn Jones has worked with many companies from FTSE100 giants to sole traders and from many different sectors including utilities, nuclear, legal, financial and travel. He has delivered this training for UCLAN and other business schools and with his informative style, enthusiastic, and vast experience he will enable delegates to take the principles of success and apply them to their organisations straight away. http://www.lancschamber.co.uk/training/exceptional-customer-service-course/
Very few companies in Romania really understand the importance of good customer service. They may use words like customer service excellence; quality etc but there is a void between words and reality. Without this your company may not survive long term as the more astute managers will use this as a key weapon to steal your customers.
FREELANCE TRAINING IS THE ANSWER
The presentation unveils short notes about great customer service. For every business to grow, customer care services ought to be maximized so as to grow in terms of sales thus leading to high profitability levels, customer satisfaction and finally a brilliant reputation about the company will be developed.
I would define ‘Customer Experience’as:
‘How customers or prospective customers perceive their interactions with your organisation’
Customer experience encompasses every aspect of an organisation’s offering - the quality of customer care, of course, but also advertising, packaging, product and service features, ease of use, and reliability.
How can you drive a consistently good and improving Customer Experience for your customers or prospects?
In this A to Z I’ll give you some of the answers and some tips from Oak Consult
2. I am Magesh Gugan.
INTRODUCTION C from A-1 batch.
Making dreams to
reality through
FRANKFINN
“Personal
development for
Smart people” I
think I’ll go with
“tough,big,and
strong.”
3. Give trust, and you'll get it double in return A customer is the most important
KEES KAMIES person in any business.
A customer is not dependent on us. We
are dependent on him.
A customer is part of our business - not
an outsider.
A customer is not just money in the
cash register.
He is a human being with feelings and
deserves to be treated with respect.
A customer is a person who comes to
us with his needs and his wants.
It is our job to fill them.
He is the lifeblood of this and every
business. He pays your salary.
Without him we would have to close
4. “Customer service is a series of activities
designed to enhance the level of customer
satisfaction – that is, the feeling that a
product or service has met the customer
expectation.”
5. Employee who receives goods or
services produced elsewhere in the
firm as inputs to his or her work in
the firm.
Customers who are not a part of or affiliated
with a particular business, and who are also
the purchasers or recipients of that
business's "output"
(i.e., product or service deliverables).
6. 1. Friendliness
2. Understanding
and empathy
3. Fairness
4. Control
5. Options and
alternatives
6. Information
7. Friendliness is the most basic of all
customers needs, usually associated with
being greeted graciously and with warmth.
We all want to be acknowledged and
welcomed by someone who sincerely is
glad to see us. A customer shouldn’t feel
they are an intrusion on the service
provider’s work day!
8. Customers need to feel that the service
person understands and appreciates their
circumstances and feelings without
criticism or judgment. Customers have
simple expectations that we who serve
them can put ourselves in their shoes,
understanding what it is they came to us
for in the first place.
9. We all need to feel we are being treated
fairly. Customers get very annoyed and
defensive when they feel they are subject
to any class distinctions. No one wants to
be treated as if they fall into a certain
category, left wondering if “the grass is
greener on the other side” and if they only
received second best.
10. ‘Control represents the customers’ need to
feel they have an impact on the way
things turn out. Our ability to meet this
need for them comes from our own
willingness to say “yes” much more than
we say “no.” Customers don’t care about
policies and rules; they want to deal with
us in all our reasonableness.
11. Customers need to feel that other avenues
are available to getting what they want
accomplished. They realize that they may
be charting virgin territory, and they
depend on us to be “in the know” and
provide them with the “inside scoop.”
They get pretty upset when they feel they
have spun their wheels getting something
done, and we knew all along a better way,
but never made the suggestion.
12. “Tell me, show me – everything!”
Customers need to be educated and
informed about our products and services,
and they don’t want us leaving anything
out! They don’t want to waste precious
time doing homework on their own – they
look to us to be their walking, talking,
information central.
13. During My Proje ct
I Interviewed a Customer named
Mr. S. Ashwin who is the regular customer for
the Kumudam Departmental Store since 2003,
He is working as a Manager in ICICI Bank, As
per his views he needs…..
*Good Quality
*Affordable Rates
*And special attention for him from the sales
executive side (Understanding & Empathy)
*He likes to know everything about that products
which he is buying (Information)
15. Solid information
Providing your customers with tangible information lets
them know
that you value them and respect their ability to make
sound
decisions. When they feel that they're respected, they're
more
open and willing to do more business with your
company. One way
to ensure they receive beneficial information is to ask
probing
questions during your conversations to uncover needs
they may not
have voiced. For instance, ask about the objectives
they've set
for their company, and the problems associated with
attaining
them.
16. Options
Customers don't want to be told that
there's only one way or one
solution. They'll respond positively
when they're given options.
Options are essential because they
create dialogue and
discussion. Open dialogue can lead to
more sales.
17. Single Source Service.
Customers don't want to be transferred to
every unit of your
business to have their problems solved.
They want to be able to
do business with you with the slightest
amount of discomfort. You
must be easy to do business with. This
means taking ownership of
your customers requests, problem, etc.,
and ensuring that their
needs are met to their satisfaction.
18. Superior Communication.
They may not be the best communicators,
but they expect
communication excellence from you. So, if
you tell them that you
will call them back at a certain time, make
sure that you do.
Your responsiveness will create a bond of
trust, and a
communication comfort level.
19. Co n s u l t i n g
As the expert on your business' products and
services, you are
your customer only contact to determining how to
use your product
and/or service to get the best RETURN ON
INVESTMENT (ROI). You
must take the time to ask pertinent questions
aimed at finding
how your customer is using your product and/or
service. This will
demonstrate your ability and knowledge as well
as your intent to
spend the necessary time with them to meet their
specific needs.
20. A Seamless Relationship.
The best businesses are those that believe in
going the extra
mile for their customers. They know that they
have to reinforce
why it's in the customers best interest to continue
doing
business with them. Building a relationship with
your customers
built on mutual trust and respect takes time and
effort, but
remember retention is the best method of
building profit. Stay in
touch with your customers by keeping them
informed of new events,
product updates, passing on information that may
be of interest,
calling to say hello, etc.
21. There exists an interaction between the desired results and
customer satisfaction, customer loyalty and customer retention.
They may go by other names such as patients, clients, buyers,
etc. Without the customer it is impossible for any business to
sustain itself. Achieving the desired results is
frequently a result of customer actions. Any business without a
focus on
customer satisfaction is at the mercy of the market. Without
loyal customers eventually a competitor will satisfy those
desires and your customer retention rate will decrease.
There are several levels of customers:
1. Dissatisfied customer--Looking for someone else to provide
product or
service.
2. Satisfied customer---Open to the next better opportunity.
3. Loyal customer--Returns despite offers by the competition.
22. What is Customer Delight ?It's
creating a feeling of "WOW" !
Delighted customers are those where
you anticipate their needs, provide
solutions to them before they ask
and where you are observing to see if
new and/or additional expectations
are about ready to be required.
23. 1) Maintain a consistent demeanor and attain positive
results in each transaction. Whether face-to-face or on
the telephone, each situation should end on a positive
note, with a full resolution. Help create a win-win
situation with ample supervisory input for your
customer service representatives.
2) Develop a standard "business friendly" personality
within your organization Provide standard scripts to
help guide the customer service representative and
foster a standard of company care for your customers.
3) Train customer service representatives to value
each interaction individually. Modify vocal tones, body
language and expression to reflect each customer’s
24. 4) Place the customer first, with full focus on the task
at hand. Don’t allow paperwork or retail duties (such
as stocking) interfere with a customer interaction.
5) Speak in "layman’s" terms. Customer service
representatives should convey information without
utilization of technical or industry jargon. Yielding
information with clarity enhances customer
participation and knowledge and eliminates problems
that may arise from confusion.
6) Listen effectively to the customer. Train customer
service representatives to not only listen to what is
being said, but the manner in which it’s stated and
delivered.
7) Use questioning and restating techniques. Whether
problem solving, up-selling or suggestive selling,
questioning often reveals the answer and solutions
may often be offered in tilling the information that is
provided by the customer.
25. 8) Learn to leave stressful situations behind. Teach
employees to separate the present from the past
and place the emotions of a stressful interaction
away.
9) Build rapport with every customer. The
establishment of long-term business partnerships is
often accomplished through the very first
transaction, so that first contact should be upbeat
and positive.
10) Communicate service terms or product
description clearly. Be sure your company policies,
procedures, and services are explained thoroughly
to avoid any complications or dissatisfaction arising
from unmet expectations.
26. Customer Service Skill That I Noticed
During The Project
Now a days the customers are expecting to get
an idea of the products first then only they are
getting the product, They wont believe the
Advertisement alone.
I saw a customer named Mrs. Kalaivani who is
the regular customer for the Kumudam
Departmental Store since 2000. So she know
everything about the shop hence she didn’t need
any customer service executive to help her, The
Manager of the store gave a special discount for
that lady, Because she is a regular customer…
Then he gave some complementary cards to
her, From this I got an idea about “Fairness”
27. Next I noticed another customer who is
new to that store, So the Manager arrange
a special person for her to guide her
purchase, He give some complementary
gifts for this customer to get a good
rapport, Hence from this I got an idea
about “Friendliness”
I saw an annoyed customer who is not
satisfied with a product, The sales girls in
that counter accept the customers
complaint and give their best, this showed
me “Understanding & Empathy”
28. If I Am In A Place Of Service Provider
I would give best complements for the new
customers
I would give special discounts for my regular
customers
I would give a special care for the customer and
ask them to write their opinion about my shop in
a customer book, By seeing that I will correct
the defects in my shop and fullfill the needs of
the customers
29. I would send greeting cards to the
customers during festivals
I would give retain warranty for the goods
which the customers get from my shop
30. Through this project I learnt a lot about
the customer service, As well I learnt how
to manage the customers and what are
the ways to handle the customers. And I
really get the knowledge about how to
manage the problems with the
customers… Hence I got a lot of
information through this project
31. I am thankful to Frankfinn institute and
our centre head for allowing me to go for
our assignment purpose to Kumudam
Departmental Store for our Customer
Service Project. My sincere gratitude
towards our faculty Mrs. Jaylene Hardy for
giving us such a wonderful opportunity
and guidance, I thank my whole team
members and also the staff of the
Kumudam Departmental Store, Especially
the Manager of Kumudam Departmental
Store. operation. Thankfull for the
customers who Cooperated with us during
32. Declaration
I here by declare that the above
work is done by me and it is my
own work.