Customer service and Complaint Handling Training

1. CUSTOMER SERVICE
Essentials

2. OBJECTIVES
 Realize the importance of customer service in the
business world
 Understand the role of a CSR
 Learn the skills essential to customer service
 Appreciate the need for professional telephone
etiquette
 Learn to handle different types of customers
 Learn to make and receive business calls
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3. Key Skills and Essentials
 Enhance your professional telephone handling
skills
 Improve communication and customer handling
skills
 Enhance interpersonal relationships
 Learn the art of building rapport, and empathy
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4.  Learn the skill of active listening
 Learn questioning techniques
 Learn to provide excellent service to different
kinds of customers
 Learn to handle and resolve customer
complaints
4
Key Skills and Essentials

5. Customer service: is helping the customer
with what they want.
Customer care: is taking that extra step to
help without being asked for it.
It is actually called “ Going the extra
mile”
It’s all about Attitude and Skills.
What is Customer Service &
Customer Care?
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6. A = 1
T = 20
T = 20
I = 9
T = 20
U = 21
D = 4
E = 5
_________________
100 % 6

7. What Attitudes assist in providing good
customer service?
 Enjoy helping people.
 Handle people well.
 Care for your customers.
 Give fair and equal treatment to all.
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8. CUSTOMERS’ EXPECTATIONS
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9.  Seriousness
 Respect
 Responsiveness
 Resolution
 Listening
What customers Want:
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10.  Help
 Comfort, compassion and support
 A friendly smiling face/voice
 Understanding
 Consistency
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What customers Want:

11.  To be made to feel important
 Satisfaction
 Correct information
 Trust and trustworthiness
 A quality or product or service
at a fair price
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What customers Want:

12. Always remember:
requirements met
understanding
patience
appreciation
Customers are
Human beings
with emotions,
and feelings
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13. POSITIVE EXPERIENCE
 Greet the customer in a warm manner
 Make the customer feel valued and important
 Be pleasant and willing to help
 Listen actively to the customer
 Understand the needs or requirements of the customer
 Do not make false promises to the customer
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14.  Make the customer feel unwelcome
 Be rude and discourteous to the customer
 Attend to the customer late
 Impose personal preferences on the customer
 Be unresponsive and do not forget to clarify the
customer’s doubts
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NEGATIVE EXPERIENCE

15.  “Mr Mohammed, your bill is
overdue and you have to pay the
amount by tomorrow failing which
your telephone line will be
disconnected.”
 “Mr Mohammed, Could you please
clear the last month’s bill by
tomorrow as it is the last day for
clearance without fine. I
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Choice of Words

16. Reaching the customer
First Impression Elements:
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Content Voice Visual
Sentences Volume Posture
Phrases Pitch Gestures
Words Pace Facial expressions
Articulation Eye contact
Energy Grooming

17. Face to Face Customer interactions
17
55%
38%
7%
Body
Language
Tone of Voice
Choice of
Words

18. 18
Phone Interactions
Tone of Voice
Choice of
Words
14%
86%

19. “I don’t care what you say;
I feel what’s inside you.”
19
Moment of Truth
Stephen R. Covey
Author of The 7 Habits of Highly Effective People

20. To Create a
Positive First
Impression
20
Moment of Truth

21.  Determines the customer’s perception of the
service.
 Occurs between 15 to 40 seconds.
 It is small instances that add up to the
customer’s satisfaction. It could be a smile, a
magazine to read while they wait etc.
 Requires skill to be converted into a moment of
magic. 21
Moment of Truth

22. Bad Customer Experience
22
Customer’s
Expectation
What Customer
Receives

23. 23
Good Customer Experience
Customer’s
Expectation
What Customer
Receives

24. 24
Excellent Customer Experience
Customer’s
Expectation
What Customer
Receives
+

25. Customer Service Role
25

26. 26
GUEST Technique
 G reet the customers
 U nderstand their need
 E xplain features
 S uggest your products
 T hank your customer
How To Deal with your Client

27. Skill Set of CSR
 Positive Attitude
 Commitment to Help
 Organizational Skills
 Ability to Multi-task
 High Attention to Detail
27

28. C
A
R
E
redibility
xcellence
eliability
ccessibility
28
Customer Care is…

29. Call Structure
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30. CALL FLOW
OPENING A CALL
◦ Greeting
◦ Introduction
◦ Offer to help
DEVELOPING THE CALL
◦ Verify (Security check)
◦ Establish rapport
◦ Ask questions
◦ Empathize where needed
◦ Paraphrase
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31. PROPOSING A SOLUTION
◦ Evaluate options
◦ Propose solutions
◦ Lay out action plan
◦ Indicate time frame
GAINING AGREEMENT
◦ Clarify
◦ Paraphrase
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CALL FLOW

32. CLOSING A CALL
◦ Review your plan of action
◦ Include time lines as well.
◦ Thank your customer
◦ Close on a positive note.
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CALL FLOW

33. ESSENTIAL SKILLS
 Rapport building
 Probing and Questioning Skills
 Listening Skills
 Empathy
 Paraphrasing
 Service No
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34. Call samples (Listening):
 Good call sample.
 Bad call sample.
 Live call sample.

35. TYPES OF CUSTOMERS
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36. WHY CUSTOMERS GET DIFFICULT
 Deadlines promised and not met
 Product not up to the expectation of the customer
 Poor after-sales service
 Lack of professional behaviour on the part of the
CSR
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37.  Lack of follow up
 Delayed response from CSR
 Improper planning on the part of the organization
and, thus, a loss of time for the customer
 Inadequate knowledge of the service or product
37
WHY CUSTOMERS GET DIFFICULT

38. Your Check List
 Keep your cool and be in control of the situation.
 Focus on the situation or the problem that the customer
is relating to you.
 Do not focus on the person or be judgemental about
him/her.
 Remember when a difficult customer calls up he is
angry or upset with the product service or organization
- not with you as a person
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39.  Learn to first deal with the emotional state of a person.
 Remember that any customer wants to be respected and
treated as an individual.
 Learn to recognize difficult customers in the early
stages of a call so as to be equipped to provide an
adequate response.
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Your Check List

40. ASSERTIVE CUSTOMERS
 Quick to show authority, demand action
 Get to the point immediately
 Spend little time on social or other
non-business conversation, as they want
to get
business taken care of
Remember: Be careful, it is easy to mistake
their assertiveness for anger or rudeness
if you fail to listen closely.
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41. HOW TO DEAL WITH THEM
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 Keep your assertiveness level just below that of
the customer.
 Do not be offended by lack of rapport.
 They are interested in getting the transaction
completed as soon as possible; be efficient.
 They are not emotional like other behavioral
types.

42. PASSIVE CUSTOMERS
 Will listen to you patiently
 Hesitant to voice their opinions
 Unwilling to commit themselves to
a decision
 Responds with hesitant phrases
such as “hmmm, uhhh, OK, I
see.....”
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43. HOW TO DEAL WITH THEM
 Listen and keep them involved.
 Be patient and continually reassure them
 Offer simple explanations.
 Assist them in their endeavour to come up
 Interject with close ended questions so as to
confirm their understanding.
 Give references of other customers who have
were satisfied with similar solutions so that they
feel reassured.
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44. INDECISIVE CUSTOMERS
 Unsure of their needs or wants
 Will spend hours deciding what to buy
 Seek constant clarification
 Suspicious of what you say
 Live in constant fear of making a wrong choice
Remember: These customers will take up a lot of
your time and keep you engaged.
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45. HOW TO DEAL WITH THEM
 Initially, greet these customers.
 Restate the benefits of the product/ service that
you are offering.
 Assure them about the qualities of the product.
 Ask as many questions so as to gain
information.
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46. HOW TO DEAL WITH THEM
 Listen actively and be alert to the verbal and
non verbal cues.
 Suggest suitable options to aid the process of
decision making.
 Reassure and reinforce security, protection,
warrantee and other concerns.
 Assertively guide them in their choice.
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47. DEMANDING CUSTOMERS
 Domineering by nature
 Insecure people who strongly feel the
need to be in control
 Constantly finds faults with the
organisation.
 Push you against the wall
Remember: They will use their wily
tricks to force you to respond in a manner
they want.
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48. HOW TO DEAL WITH THEM
 Don't be provoked ; be calm and collected.
 Be professional and do not react in a hasty
manner.
 Use the customer’s name to draw his attention
and apologize where appropriate and necessary.
 Be assertive.
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49. HOW TO DEAL WITH THEM
 Reiterate with the customer what you can do.
 Negotiate, where possible, if it is within the
purview of the organization’s policies and
procedures.
 Provide an alternative, if possible.
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50. RUDE AND/Or INCONSIDERATE
CUSTOMERS
 Offensive in their manner of speaking
 Raise their voices when speaking
 Use abusive language
 Demand to speak to the supervisor
Remember: They may come across as confident and
self assured though most often such people are
insecure and defensive. They often use such tactics to
draw attention to themselves.
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51. HOW TO DEAL WITH THEM
 Remain in control of the situation
 Stay calm
 Maintain an even tone of voice
 Don’t reply in a hasty manner
 Be patient and keep cool
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52. DISSATISFIED CUSTOMERS
 Pessimistic in attitude
 Will resist all your efforts to help them
 Feel victimized
 Constantly complain and feel annoyed
Remember: Such customers believe
that their situation is the most important
in the world and must be addressed
immediately. They can be quite draining
on your energy.
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53. HOW TO DEAL WITH THEM
 Don’t interrupt when such customers speak.
 Stay focussed and positive, interject with positive
comments when you can.
 Do not waste your time trying to justify a mistake.
 Don't patronize or pacify such customers.
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54. HOW TO DEAL WITH THEM
 Tell them you understand how they feel.
 Ask questions that are open ended to verify
information and paraphrase to confirm
understanding.
 Choose an appropriate course of action.
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55. TALKATIVE CUSTOMERS
 Friendly warm people
 Love to connect with others and have a
conversation
 They are by nature talkative
 Sometimes lonely and eager to hear
another human voice
Remember: Although it might be
pleasant to talk to such customers, they
tend to take too much of your time.
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56. HOW TO DEAL WITH THEM
 Ask open ended questions to gauge the customer’s needs.
 Summarize and paraphrase to ensure that you understand.
 As soon as you have the information in hand switch to
close-ended questions to restrain the customer from
continuing.
 Interject with suitable product-related questions when you
find the conversation slipping out of control.
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57. ANALYTICAL CUSTOMERS
 Wants lots of information
 Wants time to think and analyze
 Wants to be accurate
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58. HOW TO DEAL WITH THEM
 Focus on accuracy, give facts and detailed responses.
 Give as much information as possible.
 Give them time to think and analyze; don’t rush them.
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59. CUSTOMER COMPLAINTS
Studies show that only 4% of dissatisfied
customers will tell you. So, 96 % will go away and
91 % go elsewhere or simply do not return..
Remember: Complaints are opportunities in
disguise because they are telling you where you
can bring in a change or make an improvement.
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60. COMPLAINTS ARE OPPORTUNITIES
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COMPLAINTS
SOLUTIONS &
IMPROVEMENTS
IMPROVED
BUSINESS
SATISFIED CUSTOMER

61.  Complaints channels
 Systems for logging and analyzing complaints
 Procedures for handling different levels of
complaints
 Structure of compensation
 Follow up action
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COMPLAINTS ARE OPPORTUNITIES
Your Essentials

62. Types of Customer Complaints
 Product or Service Specific
 Long wait Time
 Miscommunication
 Uncaring staff
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63. COMPLAINT HANDLING STRATEGIES
 Acknowledge the customer’s grievance; let him calm down.
 Don’t look or act defensive; keep calm.
 Listen carefully; make notes and give feedback.
 Empathize with their feelings.
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64.  Don’t patronize when you apologize.
 Discuss solutions and corrective action.
 Agree to the action required depending on your level of
empowerment.
 Follow up; you are the one point contact for the customer.
Try to be the one point solution as well.
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COMPLAINT HANDLING STRATEGIES

65. LIST OF HANDY PHRASES
What to use What to avoid
I can.... You will have to
Tell me about it.... Yes, but......
Certainly.... That’s not possible.....
I understand... You are wrong....
May I explain...... Don’t you understand.....
Let’s see what we can
do….
Whatever.....
Yes, however, what we
can do is.....
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66.  Put yourself in the customer’s shoes, look through
their eyes.
 The customer is always right.
 Behind an angry customer there is always an
opportunity for development.
Always remember:

67.  To be always driven by customer’s satisfaction.
 We’re always there to help our customer, and our
job is to fulfill their needs through our product.
 Arguments are not acceptable with our customer,
while educating the customer is.
Always remember:

68. Always remember:
 Be customers oriented, helping them must be your
passion and goal.
 A product without a customer is like a car without an
engine, no matter how perfect it is, it won’t move.
 Never take sides, as you represent your company, but
you can be against your customer. Instead, you
constantly have to explain, clarify and educate.

69. 69
Role Play Scenarios

70. 70

71. 71
Thank You