Customer service skills involve understanding customers' needs and wants, providing reliable and quality service, and prioritizing customer satisfaction. Good customer service differentiates successful companies from unsuccessful ones. While most customers do not complain, those that do often do so due to bad service, improper handling of complaints, or the business not making customer needs a priority. Superior customer service involves being reliable, assuring, customer-friendly, empathetic, and providing a quick response. Key behaviors include being polite, attentive, respectful, considerate, and helpful. When dealing with customers, representatives should greet them with a smile, listen actively, apologize for any mistakes, and ensure all customer needs and complaints are addressed.

1. Customer service skills

2. Who is a customer? Is he dependant? An intrusion A statistic Why is he important?

3. What do customers really want? Benefits from the products? Services offered A solution to problems Good service, reliability and quality Continuity

4. THE DIFFERENCE BETWEEN THOSE COMPANIES THAT MAKE IT AND THOSE THAT DON’T – IS GOOD CUSTOMER SERVICE !

5. CUSTOMER SATISFACTION Broad based statistics They are dissatisfied 25% of the time 5% complain 20% feel complaining is useless 95% may not come back Why????

6. The 5% complainer – Bad service is carried through word of mouth Slack handling of complaints Improper attention to customer needs Customer loyalty is not a priority The 5% retention can increase customers by 25-85%

7. Characteristics of customer care Experience: No physical attributes Perishable: moments spent are vital Human interaction: your attitude/degree and quality Reactions: the quality has to be consistent, as each customer has different needs! Transferable: thoughts and experiences are transferable!

8. What is superior customer care? Customer friendly Positive response empathy assurance reliability

9. Superior customer care The big five factors Reliability Assurance Customer friendly – tangible Empathy response

10. PARCH POLITE- at all times ATTENTIVE-full concentration RESPECTFUL: and focused CONSIDERATE: showing concern HELPFUL: without being asked

11. Key behavior skills Roll out the red carpet

12. Key behavior patterns A neat and tidy appearance A clean face Neat hair A tidy work counter Good speech and action Correct address: sir/madam/mr/miss Genuine speech volume

13. Contd: Be clear Modulate your tone Suitable gestures Listen Maintain correct posture Effective smiling

14. Application Greeting customers SMILE Nod if needed Speak-be brief Give Impact & pause for response

15. Offering assistance Offer in specific terms Appropriate gestures If unable to do so, make a general offer And be prepared for a negative response Never argue Difference in CAN AND MAY

16. DELAYS APOLOGIZE GIVE A REASON FOR THE DELAY GIVE A TIME SPAN – IN A MOMENT,SHORTLY 3 MINUTES – ANGER 6 MINUTES- DISSATISFIED OBLIGE WITH AMENITIES

17. REFERRING TO A SERVICE POINT Give correct indications Mention who to ask for Do not say –”I don’t know” Do not bluff your way through If you need to assist with a telephone call

18. How to point out a mistake to a customer Inform – quietly and confidentially Speak in a sympathetic low tone Provide the facts of the mistake Help the customer to overcome the mistake Do not say “you” or “your” to the customer

19. How to apologize for a mistake Apologize immediately Admit as “my” or “our” Do not blame other colleagues or departments Inform them what you are going to do, but don’t exceed your authority Give assurance that the mistake will not be repeated

20. How to say NO Never start with a NO Isolate the customer Apologize for saying NO Give information and show attentiveness Use a low tone – if it is unpleasant news Handle the situation quietly – ask for alternatives he would like you make!

21. assistance Offer assistance to mothers with prams. Assist people in wheelchairs Inform them of facilities provided for them Enquire if they need assistance Offer any assistance to the handicapped, people with spastic children, or families with a senior citizen

22. Who are the complainers? When their expectations are not met

23. When they have been treated badly Apologize Be courteous Helpful Might complain To your superior

24. The customer who has been ignored

25. Dealing with difficult customers Give individual attention Put yourself in their shoes Use positive and friendly words Ask pertinent questions-remain in control of the situation Remain calm Ensure that you and the customer see the problem in the same light

26. Never be afraid to say SORRY Do not blame another customer or colleague