1) The document discusses the importance of customer service and how to handle customer complaints. It notes that 75.1% of customers are lost due to bad service. 2) It outlines five levels of customer service and states that the service that exceeds customer expectations makes customers return and refer others. 3) Key elements of good customer service include listening to customers, understanding their needs, acknowledging their problems, providing solutions, and acting quickly with a caring attitude.

1. CUSTOMER SERVICE
By: Shima EnalCustomer Service
Shima Enal
1
www.cocoona.ae
Shima.enal@gmail.com

2. 1. Why do we need to treat our customers WELL?
2. Why do we LOSE customers?
3. Importance of CUSTOMER SERVICE
4. LEVELS of customer service
5. The GOLDEN RULE of excellent customer
service
6. What are the KEY elements of customer service
7. Skillful management of patient complaints
8. Handling difficult or ANGRY customers
2www.cocoona.ae

3. • → They are the reason the clinics exists.
• → They are the lifeblood of our business.
• → They are the reason for my job.
3www.cocoona.ae

4. • Because they die 0.6 %
• Because they move to another other place 0.9 %
• Because of loyalty 1.3 %
• Because of PRICE 6.9 %
• Because of QUALITY 15.2 %
• Because of BAD SERVICE 75.1 %
Bad attention could be offered by:
A Director, Security guard, Nurse, Doctor,
Assistant, Clerk, .. etc.
4www.cocoona.ae

5. • Disappointed patient WILL NOT come again to the clinic
• Majority of disappointed patients DO NOT complain
(very dangerous) ?????????????
Only 30% of disappointed patients are ANGRY and
COMPLAINING
(Incase of COMPLANING….offering you a chance to positively
manage his problem)
5www.cocoona.ae

6. Satisfied patient will attract
MAXIMALLY 3 other patients
Dissatisfied patient will
spread EXAGERATED
mistakes to NOT LESS
than 10 persons
6www.cocoona.ae

7. • The service which delights the customer is a
very good service.
• The service that exceeds customer
expectation, makes you stand out from rest
of the competitors and makes the customer
to come again and again is an EXCELLENT
service.
7www.cocoona.ae

8. 8www.cocoona.ae

9. • Listen to him.
• Understand his needs or problem.
• Acknowledge his problem.
• Provide solutions.
• Provide precise and accurate information.
• Act quickly.
• Caring Attitude.
9www.cocoona.ae

10. • → Respect
• → Kindness
• → Understanding
• → Trust
• → Good Communication
10www.cocoona.ae

11. • The collective term for those skills needed to
successfully complete any customer
11www.cocoona.ae

12. 1) Listening and Communication Skills
Listen to the customer, ensure that you clearly
understand the question or concern, and respond
in an effective manner. Select proper words. Your
voice tone must be pleasant and friendly.
2) Problem-Solving Skills
Analyze information, identify the issue and resolve
the situation in a timely fashion.
12www.cocoona.ae

13. 1) Explore patient complaint,
requirements or objections
Through
• PROBING skill
(open probe – closed probe)
13www.cocoona.ae

14. • 2) Acknowledge patient concern
Through
MIND PROGRAMMING skill
• Acknowledge
• State intended action
• State expected results
www.cocoona.ae 14

15. 3) Explain to patient the important and correct
information related to his complaint
Through
INFORMING skill
•Do not deliver wrong or uncertain information.
•Do not use professional expressions not
understandable by patient.
•Deliver and explain any information from the patient
benefit point of view.
•Make sure that patient received, understood and
accepted the information.
15www.cocoona.ae

16. Handling Difficult or Angry Customers
16www.cocoona.ae

17. STEP 1:
• LET THE CUSTOMER VENT
• Zip your lips
• Do not take it personally
STEP 2:
• EXPRESS EPATHY TO THE CUSTOMER
• I'm sorry about this
• I understand how frustrating it is
17www.cocoona.ae

18. STEP 3:
• BEGIN ACTIVE PROBLEM SOLVING
• Gather additional information
• Double check all the facts
STEP 4:
• MUTUALLY AGREE ON THE SOLUTION
STEP 5:
• FOLLOW UP CUSTOMER SATISFACTION
18www.cocoona.ae

19. And…….
Maintain calm regardless of customers'
attitudes.
19www.cocoona.ae

20. Providing excellent customer service is the
most important thing you can do for your
business and for yourself as well.
20www.cocoona.ae
Remember

21. Open Discussion
21www.cocoona.ae

22. Thank You
Shima Enal
Shima Enal
Thank You
Shima Enal
052 782 3722
22www.cocoona.ae