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Developing excellent customer service
The document discusses developing excellent customer service. It outlines the objectives of understanding customer service's nature and impact on business, and discovering communication skills to deliver excellent customer service. It discusses that customer service involves human perceptions, feelings, and emotions. There are two dimensions of customer service: procedural systems and processes for delivery of products/services, and how service providers interact with customers on a personal level. It provides tips for good customer service, including having a positive attitude, enjoying working with people, and viewing the job as a human relations profession.
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Developing excellent customer service
- 1. Developing Excellent Customer Service Power Source Success Academy
- 2. Objective s: •To develop a deeper understanding of customer service, its nature and its impact on business processes. • To discover and apply through experiential learning various communication skill sets to deliver excellent customer service in the workplace. Power Source Success Academy
- 3. Power Source Success Academy
- 4. Customer Service MYTH S Power Source Success Academy
- 5. Power Source Success Academy
- 6. Customer Service PowerSource Success Academy -Customers -Buyers -provision of service -series of activities -degree of assistance -interactions -processes -courtesy, advice -Company -Business -Provider of product or service.
- 7. Service is Intangible!• It deals with the Human Side of the organization. • It involves human perceptions; their feelings and emotions, their understanding and behavior. Power Source Success Academy
- 8. Two Dimensions of Customer Service: Power Source Success Academy Procedural Dimension: Established systems or procedures to deliver products or services Personal Dimension: How the service providers interact with the customers.
- 9. QUALITY CUSTOMER SERVICE! “We care. We listen. We deliver” The FACTORY “You are a number, we are here to process you” Power Source Success Academy Personal Dimension The FRIENDLY ZOO “We are trying hard, but we really don’t know what we are doing” The FREEZER “We Don’t Care” Procedural Dimension
- 10. • Those withpositive attitude and cheerful outlook. • Those who genuinely enjoy working with and for other people. • Those with the ability to put the customer on “center stage”. • Those who view their job as a Human Relations Profession. • Those who can allow customers to be right Power Source Success Academy (even if sometimes they are not)
- 11. • Trust •Responsivene • sEsmpathy • Assurance • Tangibles Power Source Success Academy
- 12. RULES for Good Customer Service Power Source Success Academy
- 13. Quality Customer ServiceSkills Power Source Success Academy
- 14. Power Source Success Academy Know your organization Know your Product or Service Know your Customer
- 15. COMMUNICATIO 7% 93% Power Source Success 15 Academy N VERBAL NON-VERBAL
- 16. Power Source Success Academy Excellent Verbal Communication Skills Excellent Non-Verbal Communication Skills Excellent Listening Skills Better and more productive relationships
- 17. Service Breakdown: Occurswhenever a product or service fails to meet the customer’s expectations Power Source Success Academy
- 18. Power Source Success Academy Service Recovery Strategy:
- 19. Roadblock to Service Recovery: Power Source Success Academy
- 20. Dealing with difficult customers: Power Source Success Academy
- 21. 15 Quality Customer Service Skills That Matter Power Source Success Academy
- 22. Customer Service isnot a department; It is everyone’s job! Power Source Success Academy
- 23. Your most unhappy customer is your greatest source of learning. –Bill Power Source Success Academy
- 24. Kind words canbe short and easy to speak, but their echoes are truly endless. –Mother Theresa Power Source Success Academy
- 25. Thank You! PowerSource Success Academy