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Customer Service.pptx.pdf
- 1. CHANGE THE WAY YOU THINK Change your life
- 2. Tell your Experiences as a customer
- 3. Customer service roles Is a company-wide philosophy about understanding the customer What a company does to meet customer expectations It defines the customer's perception Creating a relationship of trust and loyalty
- 4. “Customer service shouldn’t just be a department, it should be the entire company ”
- 5. The Cost of Bad Customer Service 01 02 03 04 U.S. companies lose more than $62 billion annually due to poor customer service. Newvoicemedia.com After one negative experience, 51% of customers will never do business with that company again. Newvoicemedia.com 33% of Americans say they’ll consider switching companies after just a single instance of poor service. American Express 2017 74% of people are likely to switch brands if they find the purchasing process too difficult. salesforce.com
- 6. The ROI of Great Customer Service 7 out of 10 U.S. consumers say they’ve spent more money to do business with a company that delivers great service. American Express 2017 Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%. Bain & Company Customers are willing to spend the most (21% additional!) for great customer care. American Express 2017 It is anywhere from 5 to 25 times more expensive to acquire a new customer than it is to keep a current one. salesforce.com 04 02 01 03
- 7. Hexagon Data-Driven Charts for PowerPoint 55% 38% 7% Verbal Communication Non-verbal Communication Paraverbal Communication
- 9. Why do you do, what you do? Crisis, procrastination , peer pressure Habits Conscious Choice 85 % 7.5% 7.5%
- 10. What Makes Success? Hard Work? Knowledge? Skills? Luck? Money? Leadership? A B C D E F G H I J K L M N O P Q R S T U V W X Y Z 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 Attitude Attitude?
- 12. Positive and negative attitude
- 14. Stay positive when things go wrong Look at the bright side of life stay optimistic Focus on your good qualities See problems as challenges and opportunities Choose positive-thinking friends Read inspiring stories/quotes
- 16. What Customer Say about you ?
- 17. What Customer Say about you ?
- 19. APA Communication Style People who want to achieve their goals without any regards for the needs of other people. This is based on conformity and compromising own values and needs in order to avoid confrontation Assertive communicators are confident in delivering their message and work hard to create a mutually satisfying environment Passive Aggressive Assertive I’m right and you’re wrong. “I just want to keep the peace” “I respect the rights of others.” A P A
- 20. Communication Components: Verbal Messages - the words we choose 2. Paraverbal Messages - how we say the words 3. Nonverbal Messages - our body language
- 21. Score process
- 22. Sincerely Listen Care & Empathy Open door with Questions Resolve and recommend Effectively End the call Score process
- 23. Level One • Not Hearing • Not Listening Level Two • Hearing • Not Listening Level Three • Hearing and • listening Sincerely Listen (Level of listening ) Content Intent Emotions In empathetic listening we have to listen to Hearing from ears Listening from heart Score
- 24. Sincerely Listen (What is listening ) Non Judgmental To continue communication A learned skill Active, not passive Score
- 25. Care And empathy Score S o r e Sincerely Listen Open door with Questions Resolve and recommen d Effectively End the call S c o r e Sincerely Listen Open door with Questions Resolve and recommen d Effectively End the call Care & Empathy
- 26. Hearing Empathize Analyze Respond R H A E Hear Model Care And empathy I need your Help with my bill immediately Asking for information response Telling response Critical Response What is your number ? I will tell you how to read your own bill You should be able to read your own bill I’m sorry for your problem and I will help you as soon as possible
- 27. Zer o T o
- 28. Open door with Questions • Give you facts • They are easy to answer • They are quick to answer • Control the conversation • Ask the respondent to think and reflect • Will give you opinions and feelings • provide more details Score Bottom of an Close questions Open questions
- 29. Resolve and recommend Score What Why The Results The Agreemen t
- 30. Effectively end the call Score Summariz e Any thing else Invite them back Brand the call
- 31. Call Etiquette
- 33. Hold protocol Identify his need Identify the time of hold Give him the reason of hold Get permission Pay attention Thank the customer Apologize if needed
- 34. List alternatives Repeat information back Use the caller’s name & Title Avoid dead Air Focus on the call Don’t use insider jargon Or slang Do not eat or drink Don’t take it personally Don’t interrupt the customer Do not eat or drink
- 37. Don't take insults personally Listen and learn Speak low and slow Remain calm 1- Control your emotions
- 40. اﻟطﻔل ﻓﯾدﯾو
- 42. 2- Assessing the Situation Empathize with the customer Put yourself in the customer's shoes Apologize politely to the customer Don't back down Admit if there's nothing you can do
- 43. Resolving the Issue If there is a simple solution, take it. Consult with a manager if needed Take a breather once it's over
- 44. Say it Positively “Don’t touch the paint!”
- 45. Ridiculous Complaints No-one told us there would be fish in the sea We didn’t know it rained in Spain They spoke Spanish in Spain
- 46. Instead of... Say... Don’t be lazy Let’s do X I must not eat I must eat healthy food Don’t press the red button Press the green button