Customer Care UL 2

8/4/2019 Customer Care UL 2

http://slidepdf.com/reader/full/customer-care-ul-2 1/50

LNSS Effective Customer Care

Effective Customer Care

Trainer: Helen Keown.




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.




Session 1: What is Customer Care?

Definition of Customer Care

Customer Expectations

Benefits of good Customer Care

Customer Awareness

Bold Goals

Moments of Truth




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.




Basic rule of customer care…

Put yourself in the customers shoes; see the

situation as they do.




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

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

(Stewart, 1992)


http://slidepdf.com/reader/full/customer-care-ul-2 7/50LNSS Effective Customer Care

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".


http://slidepdf.com/reader/full/customer-care-ul-2 8/50LNSS Effective Customer Care

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




Benefits of excellent CustomerCare?




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




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




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




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.




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.




It ended up that Everybody blamedSomebody when Nobody did what Anybody

could have done.




What skills do we need to use?

Attitude

Appearance Communication-listening, talking, reading, writing

Observation of standards and body language

Assertiveness




Customer Care Skills

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




1. Appearance

2. Observation

3. Listening

4. Body Language and Facial Expression

5. Talking 6. Assertiveness

7. Attitude

8.

Behaviour




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.




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.




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




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




Physical Attending:

Face the speaker

Maintain eye contact

Maintain an open posture Lean towards the speaker

Stay relatively relaxed




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




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




Understanding a message…

0

10

20

30

40

50

60

Words Non-

verbal

Message

Words: 10%

Tone, pitch, volume: 35%

Non-verbal behaviour:55%




Identify expressions…

Eyes up avoiding contact

Looking down

Arms folded Arms outstretched

Upright/good posture

Face set




Talking

Golden Rule!

Acknowledge the customer as soon aspossible!




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!




Assertiveness

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

1. Aggressiveness,

2. Assertiveness

3.Submissiveness.




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.




Attitude & Behaviour

The way we behave with customers is allimportant.

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




Remember…

Each customer is an individual.

Be enthusiastic-it‟s infectious! Courtesy costs nothing

Treat people as individuals. Use their name.




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




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




Ask yourself…

Does UL/Tralee IT, LIT apply the

Customer Care Key Tests? How?

What other ways can feedback be obtained?




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




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




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




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




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




Do not…

Accept responsibility until you are sure it‟s yourfault

Be patronising

Argue

Lose your temper

Blame others




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!




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.




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




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




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




‘OK‟ sounds bland, automatic anddisengaged

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




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‟



Learning Points

Customer Care UL 2

Documents