Customer Care UL 2

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LNSS Effective Customer Care

Effective Customer Care

 Trainer: Helen Keown.

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LNSS Effective Customer Care

Key Objective… 

 To assist you to be aware of the significance

of customer care in UL, and to identify how your performance can impact on thecustomer experience.

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LNSS Effective Customer Care

Session 1: What is Customer Care?

Definition of Customer Care 

Customer Expectations 

Benefits of good Customer Care 

Customer Awareness 

Bold Goals 

 Moments of Truth 

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LNSS Effective Customer Care

Definition of Customer Care… 

Feeling concern and interest in someone who

has entered a business to buy a product orobtain a service.

This brings out the fact that a person can be a customer without having to spend money.

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LNSS Effective Customer Care

Basic rule of customer care… 

Put yourself in the customers shoes; see the

situation as they do.

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LNSS Effective Customer Care

“Moments of Truth” "Essentially, Moments of Truth are those

contacts between companies and customers where a firm's reputation are at stake.“ 

(Stewart, 1992)

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Moments of Truth  Each time you meet with a customer, or

potential customer, is a chance to make a

positive impression on that person. Theseencounters can be described as "Momentsof Truth".

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Moments of Truth  It is important to identify when these

Moments of Truth occur and to manage

them to ensure you make the best possibleimpression on the customer

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LNSS Effective Customer Care

Benefits of excellent CustomerCare?

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LNSS Effective Customer Care

Benefits of excellent Customer Care

Feel good factoris high/enjoy going to work 

Improvedreputation

Return/

repeat business

Fewer complaints

Less stress formgt and staff 

Greater jobsecurity 

Happy boss Improved teamspirit, staff morale andmotivation

More enjoyable work atmosphere

Greater staff loyalty andretention

Improvedcommunication within thebusiness

Greater chanceof word of mouthadvertising 

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LNSS Effective Customer Care

 Why does poor Customer Care

happen?

Lack of incentive

Complacency  Lack of support

No real training 

Staff under pressure

Poor knowledge No team spirit or

motivation

Lack of awareness

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LNSS Effective Customer Care

Not all that long ago there were four peoplenamed Everybody , Somebody , Anybody andNobody .

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LNSS Effective Customer Care

 There was an important job to be done andEverybody was asked to do it. Everybody  

 was sure that Somebody would do it. Anybody could have done it, but Nobody didit.

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LNSS Effective Customer Care

Somebody got very angry about that, becauseit was Everybody’s job. Everybody thought

 Anybody could do it but Nobody realisedthat Everybody would not do it.

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LNSS Effective Customer Care

It ended up that Everybody blamedSomebody  when Nobody did what Anybody  

could have done.

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LNSS Effective Customer Care

 What skills do we need to use?

 Attitude 

 Appearance Communication-listening, talking, reading, writing 

Observation of standards and body language 

 Assertiveness  

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LNSS Effective Customer Care

Customer Care Skills

 There are 8 main customer care skills thatneed to be displayed when serving thecustomer… 

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LNSS Effective Customer Care

1.  Appearance

2. Observation

3. Listening 

4. Body Language and Facial Expression

5.  Talking 6.  Assertiveness

7.  Attitude

8.

Behaviour

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LNSS Effective Customer Care

 Appearance… 

 The appearance of yourself and the othermembers of staff in your team will say a lot

about the standards within your operation.

Remember: You are only as strong as the weakest link in your staff chain.

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LNSS Effective Customer Care

Observation

It‟s easy to miss shortfalls in standardsbecause of familiarity.

Keep your eyes open.

 Try to stand back and look at your workplace in an objective way.

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LNSS Effective Customer Care

Listening: The Four Basic Communication

skills

Listening Speaking Reading Writing 

Learned  1st 2nd 3rd 4th

Used 

Most(45%)

NextMost(30%)

NextLeast

(16%)

Least

(9%)

Taught  Least

NextLeast

NextMost Most

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LNSS Effective Customer Care

Listening 

If we fail to listen to the customer they willfeel that we do not really care about them

and therefore not return.

 The 2 main ways of listen attentively are:

1. Physical attending 2. Psychological attending 

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LNSS Effective Customer Care

Physical Attending:

Face the speaker

Maintain eye contact

Maintain an open posture Lean towards the speaker

Stay relatively relaxed

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LNSS Effective Customer Care

Psychological attending:

Listen to what is being said:

Listen for the central theme rather than the facts

Keep an open mind  Think ahead

 Analyse and evaluate

Do not interrupt

Interpret a tone of voice

Evaluate the non-verbal signs

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LNSS Effective Customer Care

Body Language & Facial Expression

Reading and understanding body language isan essential part of listening. If our body 

language does not reflect the words that weare using then the customer will not believeus.

ie. Non-verbal behaviour

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LNSS Effective Customer Care

Understanding a message… 

0

10

20

30

40

50

60

 Words Non-

 verbal

 Message

   Words: 10%

 Tone, pitch, volume: 35%

Non-verbal behaviour:55%

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LNSS Effective Customer Care

Identify expressions… 

Eyes up avoiding contact

Looking down

 Arms folded Arms outstretched

Upright/good posture

Face set

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LNSS Effective Customer Care

 Talking 

Golden Rule!

 Acknowledge the customer as soon aspossible!

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LNSS Effective Customer Care

 Talking 

 When talking to the customer we mustnot… 

Discuss politics, religion, gossip

Complain about the company 

Moan, moan and moan again! Talk over the customers head!

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LNSS Effective Customer Care

 Assertiveness

 When dealing with customers there are 3 typesof behaviour we can employ:

1. Aggressiveness,

2. Assertiveness

3.Submissiveness.

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LNSS Effective Customer Care

 We should try to apply an assertive mannerat all times.

By being assertive you remain in control,have greater self confidence and earn therespect of others.

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LNSS Effective Customer Care

 Attitude & Behaviour

 The way we behave with customers is allimportant.

 We must display a positive approach and becourteous at all times.

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LNSS Effective Customer Care

Remember… 

Each customer is an individual.

Be enthusiastic-it‟s infectious!  Courtesy costs nothing 

 Treat people as individuals. Use their name.

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LNSS Effective Customer Care

Session 3: Making it Happen

Reviewing our current position 

 Making improvements 

Setting standards Key tests of good Customer Care 

What if it all goes wrong? Handling complaints 

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LNSS Effective Customer Care

Key Test of Good Customer Care:

Keep yourservicepromise

 The 5 secondtelephoneresponse

Documentationresponse within2 days 

Five minutemaximum

 waiting time

Positiveemployeeattitudes

ProactiveCommunication

Honesty andopenness

Systemsreliability 

Being in theknow 

Little Extras Attention todetail

Immaculate Appearance

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LNSS Effective Customer Care

 Ask yourself… 

Does UL/Tralee IT, LIT apply the

Customer Care Key Tests? How?

 What other ways can feedback be obtained?

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LNSS Effective Customer Care

Set Standards

By putting procedures in place all customers will be dealt with in a professional and

efficient manner Thus ensuring you have a satisfied customer

network 

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LNSS Effective Customer Care

Examples

 You should have answers to common queries

at hand Promises to customers must be realistic and

acted upon within the agreed time frame

Customer must be notified of delays

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LNSS Effective Customer Care

 When dealing with a complaint… 

Do...

Show empathy/concern

Use their name if you can

Listen

 Take notes

Let them make their case

 Ask questions to clarify detail

Confirm with them that you have got it right

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LNSS Effective Customer Care

Do… 

Gather your version of events beforereplying 

 Tell them what you propose to do

Ensure they are happy  See it as an opportunity to cement the

relationship and encourage more business

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LNSS Effective Customer Care

 When dealing with a complaint… 

Do Not… 

Say “it‟s not my fault” 

Say “you‟re the fifth today to complain about that” Interrupt

 Jump to conclusions

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LNSS Effective Customer Care

Do not… 

 Accept responsibility until you are sure it‟s yourfault

Be patronising 

 Argue

Lose your temper

Blame others

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LNSS Effective Customer Care

 The Listen Technique

Lend an ear to the customer‟s problem-do notinterrupt

Identify the important points

Sympathise- “I‟m sorry” acknowledges something  went wrong-not taking the blame

 Thank the customer for taking the time to tell you what happened

Explain what can be done Now act quickly-don‟t give further cause for

complaint!

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LNSS Effective Customer Care

Language

Sometimes the words that are used in

communication cause the message to bemisinterpreted. This can happen if imprecise

 words are used e.g. “sort of” or “things” alsotechnical jargon can be confusing if it is unfamiliar

to the other person.

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LNSS Effective Customer Care

Customer Service Language

  AVOID NEGATIVE LANGUAGE

 –  - Possibly-maybe-perhaps

 –  - We might be able to do this

 –  - I hope that will be ok 

USE POSITIVE LANGUAGE

 –  - I am sure that will be sufficient

 –  - I know we can get that for you –  - I am certain you will be pleased with this

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LNSS Effective Customer Care

 Avoid certain words

  TRY  – This implies that you are unsure of  whether you can do something  – use the word ensure instead it is positive andcommits you to action which your customer

 will believe

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LNSS Effective Customer Care

 Use the word „Please‟ at the start of asentence rather than at the end of it as it

becomes an order at the end of a sentence

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LNSS Effective Customer Care

 ‘OK‟ sounds bland, automatic anddisengaged

 Use „Certainly‟, this conveys warmth andinterest in delighting your customer

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LNSS Effective Customer Care

 Avoid the word „busy‟, your customer shouldnever feel that you are too busy to look after

his/her needs.

 Try saying „I will look into this and comeback to you‟ 

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Learning Points