Customer service training
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This document provides an agenda for a customer service training. It includes definitions of customers and customer service, different types of customers, core principles of good customer service, and how to treat customers well. The training covers welcoming customers, listening to their needs, acknowledging their requests, delivering to their satisfaction, and measuring outcomes to sustain good customer service practices over time. The goal is to provide excellent customer care in order to increase profits and gain customer loyalty.
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Customer service training
- 1. CUSTOMER SERVICE TRAINING Mohammad Anas Quality Manager
- 3. 3CUSTOMER SERVICE TRAINING Agenda • Famous quotes • What is customer • Types of customers • 4 Core principles for delivering good customer service • Treating a customer • Goods and bad news • Customer delight cycle
- 4. 4CUSTOMER SERVICE TRAINING ~Famous Quotes~ A customer is the most important visitor on our premises He is not dependent on us. We are dependent on him He is not an outsider on our business. He is a part of it We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so If we don’t take care of our customers, someone else will Always deliver your, customer beyond his expectation
- 5. 5CUSTOMER SERVICE TRAINING What is customer? Customer is a person who buys goods or services from a shop or business and they are the reason you have a job Customer service is the assistance and advice provided by a company to those people who buy or use its products or services
- 6. 6CUSTOMER SERVICE TRAINING Types of customers (1) We have 2 types of Customers: 1. External Customers - • Authorities • Suppliers • Investors 2. Internal Customers - • Operation team • Other staff members • Other departments
- 7. 7CUSTOMER SERVICE TRAINING 5 Different faces of customers SHAREHOLDERS Return on investment CUSTOMER Quality of Product / Service EMPLOYEES Personal Development EMPLOYEES Personal Development EMPLOYEES Pe SOCIETY Responsible Behavior r SUPPLIERS Business Continuity SUPPLIERS Business Continuity SUPPLIERS Business Continuity Types of customers (2)
- 8. 8CUSTOMER SERVICE TRAINING 4 Core principles for delivering good customer service The organisation is fully committed in providing excellent customer care and the customer is the key focus throughout the organisation All staff are aware of and committed to, the vision of excellent customer care All staff are trained to provide the highest quality customer care Systems and procedures are designed to enhance customer care
- 9. 9CUSTOMER SERVICE TRAINING Treat your customer like a “King” Today, we all are in a competitive world; were all are striving for perfection and excellence Customers requirement are the only reason we are delivering the service Continuous adding value towards quality & performance shall : Result in profit Gain customer loyalty Sustain customer Benchmark for competitors Brand marketing through customer In future the client may have the choice to OPT for a competitor
- 10. 10CUSTOMER SERVICE TRAINING When it comes to “Organizational Success” with customers, I have good news and bad news. Good news and bad news Now the good news: Organizations that initiate effective customer retention programs have seen profits jump 25 to 100 percent. Nonprofits groups see reduced turnover, better financial results and happier staffs “We say that the customer is “our reason for existing” as an organization Customer service is the master key to success for each of us as individuals and for the organizations we work in First the bad news: Customer have multiple option to meet their needs If dissatisfied, they walk (sometimes run) to your competitor without raising any concern
- 11. 11CUSTOMER SERVICE TRAINING Customer delight cycle
- 12. 12CUSTOMER SERVICE TRAINING Welcoming the customer Always a welcoming Smile and Greet as 1st impression Attitude, Body language, Eye contact, Posture Introduce yourself & if the customer is regular Use his name Voice tone, Personal hygiene Treat them like a GUEST
- 13. 13CUSTOMER SERVICE TRAINING Hear Listen and understand his concern, be Patience He is here to overcome his need Guide him towards its desired choice with your best effort Follow proper Voice channel Make him confident and comfortable by adding Quality & Value towards his need
- 14. 14CUSTOMER SERVICE TRAINING Acknowledge Repeat the Order place through customer Request for his Verbal confirmation Request for any Addition Thank him for final Approval Thank him for Confirmation
- 15. 15CUSTOMER SERVICE TRAINING Deliver Deliver the product with Loyalty, Care and Appreciation Power line - “ It was indeed, a pleasure serving you…Thanks again Sir…” “We hope to see you soon and serve you at our best…” We do hope we overcame your expectation .. Thanks Sir”
- 16. 16CUSTOMER SERVICE TRAINING Measure & sustain Every output shall be measured to check it’s compliance with the set target and goal. Hence, we know were we stand Check with customer for their views on delivered material Thanks them for giving their valuable input Take action against concern/ issue marked through customer Sustain all good practices and strive for perfection with Continual Improvement hence winning their Loyalty & Trust
- 17. 17CUSTOMER SERVICE TRAINING Customer service excellence – How to deliver customer satisfaction The Final Outcome The way the service kept its promise The way the service handled any problems Initial Wait How long it takes overall Number of times had to contact the service Accuracy Comprehensiveness Being kept informed about progress Competent Staff Being treated fairly Polite and friendly Staff How sympathetic staff were to your needs DeliveryDelivery TimelinessTimeliness InformationInformation ProfessionalismProfessionalism Staff AttitudeStaff Attitude Satisfaction with Service What matters to customers = Drivers 30% 24% 18% 16% 12%
Editor's Notes
- Who are your customers and what can they do for you? Customers. For many of us, these are easy to identify. They buy things from us. But some people will say, “I don’t work directly with customers.” Before you accept this idea, I suggest a closer look at just who exactly our customers are. Everybody has customers. In organizations, customers take two forms, internal and external. Internal and external customers Internal customers are those people, departments or organizations served by what we do. The only person who might have no internal customers is the individual who works completely are a fact of life. For example, a word- processing clerk or copy center worker within a company serves other workers’ needs for documents- handling for the larger organization. A personnel office worker serves employees’ needs for benefits information, management’s needs for staffing, and company legal people’s needs for handling various government paperwork requirements. Everyone has at least one internal customer: his boss; managers also have internal customers in the form of the people they supervise. They rely on us to meet their needs. External customers are those people or departments who are the end users of our organization’s products or services. This is, of course, the traditional use of the term “customer.” Often we call these people different names depending on our business: We call them customers, clients, guests, patients, patrons, cases, franchisees, passengers, students and the like. To keep things simple, this book use the generic term “customer” throughout. But please bear in mind that you probably serve a number of different types of the customers and you may call them something different. Satisfied customers are those who purchase (although not always for money) and receive value from the goods and services you offer. Generally these customers have a choice. If they don’t like what you offer or the way you offer it, they can go elsewhere for similar goods and services. When they do, you and your organization suffer. Satisfied customers create profits. Profits, in turn create organizational success and the ability to pay employees. Some organizations however have “captive customers.” They provide a service customers can’t get elsewhere. Public utilities and government agencies are examples. Customers can’t shop around for electric power or license plates. This brings up the question:
- Very few people can put up with the day-to-day barrage of unhappy who expect to be treated poorly. The best reason to give good service is that it makes you feel better. At the most basic level we are all motivated to act in a particular way because our action will either: Result in a gain (reward) or Avoid a loss (punishment) Giving good customer service, even in nonprofit situations. Can satisfy both motivations for the giver. People who provide good customer service-regardless of the nature of their business-earn psychological benefits in addition to any rewards offered by their organizations. If you are frustrated or unhappy in your job now, take an objective look at the kind of service you are giving. In almost every case, your job satisfaction mirrors the satisfaction people feel when doing business with you. Giving poor service is away of beating up on yourself! So regardless of the profit aims of your organization, giving good service makes sense for you as an individual. It also makes a lot of sense for you as a member of an organization. Organizational success often affects your individual success. So let’s talk about service and your organization.
- Good news and bad news When it comes to organizational success with customers, I have good news and bad news. First the bad news: The average American company will lose 10 to 30 percent of its customers this year-mostly because of poor service. When customers have a choice, they’ll go to the competition almost one-third of the time. Customer satisfaction is like an election held every day, and the people vote with their feet. If dissatisfied, they walk (sometimes run) to your competitor. When your customers don’t have a choice-such as in dealing with public utilities or government agencies-they’ll use their feet for something else: they’ll kick you. Customer dissatisfaction will erupt in the form of animosity directed toward you and your organization. Public relations efforts alone will provide little more than a bandage. The psychological toll on employees will result in higher turnover and additional costs as these burned-out need to be retrained or replaced.