Customer service Management

Customer Service Customer Service ManagementManagement

DESINGED BY

Sunil KumarResearch Scholar/ Food Production FacultyInstitute of Hotel and Tourism Management,MAHARSHI DAYANAND UNIVERSITY, ROHTAKHaryana- 124001 INDIA Ph. No. 09996000499email: [email protected] , [email protected] linkedin:- in.linkedin.com/in/ihmsunilkumarfacebook: www.facebook.com/ihmsunilkumar webpage: chefsunilkumar.tripod.com

Customer ServiceCustomer Service

Objectives of the program:Objectives of the program:

Who is a customerWho is a customer Identify your customer- Internal and ExternalIdentify your customer- Internal and External What quality characteristics are important for What quality characteristics are important for

Customer serviceCustomer service How to create positive memorable experiences How to create positive memorable experiences

for all customersfor all customers

Caring Customer ServiceCaring Customer Service

Outcomes of this module are:Outcomes of this module are:

Identify different kinds of customer Identify different kinds of customer contactcontact

Demonstrate and use Caring ResponsesDemonstrate and use Caring Responses Create and use a series of Caring Create and use a series of Caring

ResponsesResponses


You are among the growing group of You are among the growing group of people who have joined a service people who have joined a service organization dedicated to meet needs of organization dedicated to meet needs of others. The expectations today are very others. The expectations today are very high because customers expectations for high because customers expectations for service have increased tremendouslyservice have increased tremendously

ReactionsReactions

What is often surprising is how long these What is often surprising is how long these reactions lastreactions last

Good & bad customer care can arouse Good & bad customer care can arouse powerful emotionspowerful emotions

Benefits- remarkable or disastrousBenefits- remarkable or disastrous Opportunity- retain/ lose customers & gain/ Opportunity- retain/ lose customers & gain/

lose several morelose several more Research shows that someone who has had a Research shows that someone who has had a

bad customer experience will tell at least 10 bad customer experience will tell at least 10 other peopleother people


Who are Customers?Who are Customers?

People who receive my outputPeople who receive my output People who pay mePeople who pay me They are the reason why I do my jobThey are the reason why I do my job People who want to avail my company’s People who want to avail my company’s

servicesservices

Foundation of Customer ServiceFoundation of Customer Service

Customers are of two types:Customers are of two types:

InternalInternal

ExternalExternal

Foundation of Customer ServiceFoundation of Customer Service

Internal customer:Internal customer: Group of people you may serve within the Group of people you may serve within the

organization. organization.

External customer:External customer: ““someone who depends on the timeliness, quality, someone who depends on the timeliness, quality,

and accuracy of someone else’s work.” These are and accuracy of someone else’s work.” These are customers who come to your organization for some customers who come to your organization for some services or products. services or products.

You are a customer of others within an organization You are a customer of others within an organization and you also have customers.and you also have customers.


What quality characteristics are important What quality characteristics are important to your customers?to your customers?

AccuracyAccuracy FriendlinessFriendliness TimelinessTimeliness EfficiencyEfficiency CourtesyCourtesy HonestyHonesty

Why is Service so Difficult to Why is Service so Difficult to Define Accurately?Define Accurately? It is not tangibleIt is not tangible It cant be measured/ weighedIt cant be measured/ weighed It is more emotional than rationalIt is more emotional than rational You can sell it, but you cannot give a You can sell it, but you cannot give a

customer a sample to take & show to customer a sample to take & show to anotheranother

Having given it, the customer may not Having given it, the customer may not have acquired anythinghave acquired anything


Core service and Customer serviceCore service and Customer service

Core Service: is the service or product your Core Service: is the service or product your organization provides to its customers- your organization provides to its customers- your “reason for being”“reason for being”

Customer Service: includes all of the Customer Service: includes all of the interactions you have with a customer while interactions you have with a customer while you are conducting the businessyou are conducting the business

Service can be Divided into Service can be Divided into two main types:two main types:MATERIAL:MATERIAL: Price, Quantity, Quality, Type of equipment, Price, Quantity, Quality, Type of equipment,

Routines, Working method, Manning etc.Routines, Working method, Manning etc.

PERSONAL:PERSONAL: It is personal service which upgrades a It is personal service which upgrades a

neutral impression about a service to a good neutral impression about a service to a good impression.impression.

A honest smile & full personal attention will A honest smile & full personal attention will work wonders even if material service breaks work wonders even if material service breaks down.down.

In any InteractionIn any Interaction

Human levelHuman level(to fulfill current human needs)(to fulfill current human needs)

Business levelBusiness level(to accomplish external purposes and (to accomplish external purposes and

objectives)objectives)

Customer ServiceCustomer ServiceThe four things the Customer wants:The four things the Customer wants:

Friendly, caring service: Friendly, caring service: Being interestedBeing interested Giving informationGiving information Listening carefullyListening carefully Answering questionsAnswering questions Warm friendly responses at all times especially Warm friendly responses at all times especially

when customers are upset or have concernswhen customers are upset or have concerns

Flexibility: Customer want the person to Flexibility: Customer want the person to “jiggle” the system to make it work for them. “jiggle” the system to make it work for them. They don’t want to hear “No”They don’t want to hear “No”

Customer ServiceCustomer ServiceThe four things the Customer wants:The four things the Customer wants: Problem resolution:Problem resolution:

Business problemsBusiness problems Non-business problemNon-business problem

Recovery: If and when mistake is made, Recovery: If and when mistake is made, customer wants you to take care of it customer wants you to take care of it quickly and to their satisfactionquickly and to their satisfaction

ApologyApology Fix itFix it Extra StepExtra Step Follow upFollow up

Moments Of TruthMoments Of Truth A moment of truth is any point in the A moment of truth is any point in the

interaction during which the customer interaction during which the customer has an opportunity to gain an has an opportunity to gain an impression of the service provided by impression of the service provided by the companythe company

Research has shown that it takes on Research has shown that it takes on average 12 shining moments of truth average 12 shining moments of truth to compensate for one dull moment of to compensate for one dull moment of truthtruth

Caring ResponsesCaring ResponsesThe Caring responses are skills that The Caring responses are skills that can be used all the time, not just when can be used all the time, not just when customers are upset. The four skills customers are upset. The four skills are:are:

AcknowledgingAcknowledging Appreciating Appreciating AffirmingAffirming AssuringAssuring

Dont’sDont’s Don’t ForgetDon’t Forget Don’t HesitateDon’t Hesitate I will tryI will try UnfortunatelyUnfortunately FreeFree DiscountDiscount SadlySadly We cant do thatWe cant do that Just a secondJust a second

Dont’sDont’s I am afraidI am afraid I don’t knowI don’t know Cost problemCost problem Don’t worryDon’t worry No problemNo problem ButBut You will have toYou will have to It’s a policyIt’s a policy

The Benefits of Good The Benefits of Good Customer ServiceCustomer Service

Personal Benefits :Personal Benefits : Less stressLess stress Higher efficiencyHigher efficiency More job satisfactionMore job satisfaction

Organizational Benefits:Organizational Benefits: Key to survival and successKey to survival and success Motivated teamworkMotivated teamwork Cost effectiveCost effective Adds to the company bottom lineAdds to the company bottom line

Some Startling StatisticsSome Startling Statistics Only 4% of customers actually complainOnly 4% of customers actually complain

For every complaint you receive there are For every complaint you receive there are 26 unattended26 unattended

Around 75% of the complaining customers Around 75% of the complaining customers will do business with you again, if you act will do business with you again, if you act quicklyquickly

It costs 5-6 times more to attract new It costs 5-6 times more to attract new customers than to keep old onescustomers than to keep old ones

Surprised?Surprised?Out of the entire customers you lost:Out of the entire customers you lost:

1% 1% diedie 3% 3% move awaymove away 9% 9% go away for cheaper pricesgo away for cheaper prices 19% 19% are chronic customersare chronic customers 68% 68% leave due to bad serviceleave due to bad service

So Most Of AllSo Most Of All

Customers go elsewhere because the Customers go elsewhere because the

people they deal with are indifferent to people they deal with are indifferent to

their needs 68%.their needs 68%.

The two types of Customer The two types of Customer ServiceService

Reactive Customer ServiceReactive Customer Service

Proactive Customer ServiceProactive Customer Service

Reactive Customer ServiceReactive Customer Service

Starts after receiving a complaint.Starts after receiving a complaint.

Moves on to solving the complaint.Moves on to solving the complaint.

Usually is a one time activity.Usually is a one time activity.

Basically we wait till the time complaints come.Basically we wait till the time complaints come. UncaringUncaring UnresponsiveUnresponsive UninvolvedUninvolved RudeRude In general, they under-deliver customer In general, they under-deliver customer

serviceservice

Proactive Customer ServiceProactive Customer Service

Starts at the time of customer making Starts at the time of customer making the purchasethe purchase

Makes buying a pleasant experienceMakes buying a pleasant experience Reduces the waiting timeReduces the waiting time Delivers service more efficientlyDelivers service more efficiently Increases customer retentionIncreases customer retention Lesser complaintsLesser complaints The Bottom Line- does wonders for The Bottom Line- does wonders for

you and your company you and your company

Winner/ Loser TapesWinner/ Loser Tapes

LOSER TAPESLOSER TAPES WINNER TAPESWINNER TAPES

There are so manyThere are so many The customer is The customer is

customer problemscustomer problems the reason we the reason we areare

herehere

The back room isThe back room is How to organize How to organize disorganizeddisorganized the back roomthe back room

Winner/ Loser TapesWinner/ Loser TapesLOSER TAPESLOSER TAPES WINNER TAPESWINNER TAPES

The customer justThe customer just How can we use How can we use

doesn’t understand doesn’t understand this information to this information to

gain revenue/gain revenue/

credibility bycredibility by

educating theeducating the

customercustomer

I have too much I have too much Having lots to do Having lots to do makemake

work to dowork to do time flytime fly

GUESTGUEST

G- Greet the customersG- Greet the customers

U- Understand customer needsU- Understand customer needs

E- Explain features and benefitsE- Explain features and benefits

S- Suggest additional itemsS- Suggest additional items

T- Thank the customerT- Thank the customer

Three Styles of Three Styles of CommunicationCommunication

Aggressive communication:Aggressive communication:

Communication becomes aggressive Communication becomes aggressive when we stand up for our rights in when we stand up for our rights in such a way that the other persons such a way that the other persons rights are violated. It leads to a close rights are violated. It leads to a close down in communication.down in communication.


Submissive communication:Submissive communication:

When we use submissive When we use submissive communication we fail to stand up for communication we fail to stand up for our rights or we express them in a way our rights or we express them in a way that allows others to easily disregard that allows others to easily disregard them. It leads to win lose them. It leads to win lose communication, where neither party is communication, where neither party is satisfied.satisfied.


Assertive communication:Assertive communication:

It involves standing up for our own It involves standing up for our own rights in a way that it does not violate rights in a way that it does not violate the rights of others.the rights of others.

Customer Service AttitudeCustomer Service Attitude

Work – as if money is not important,Work – as if money is not important,

Trust – as if never been ditched,Trust – as if never been ditched,

Dance – as if nobody is watching,Dance – as if nobody is watching,

Love – as if never been hurt………..Love – as if never been hurt………..


““Thank you for calling Customer Service.Thank you for calling Customer Service.

If you are calm and rational, press 1.If you are calm and rational, press 1.

If you are a whiner, press 2.If you are a whiner, press 2.

If you are a hot head, press 3…….If you are a hot head, press 3…….


Customer Service isCustomer Service is

80% Attitude80% Attitude

&&

20% Technique20% Technique

What is Customer Service What is Customer Service Attitude……….?Attitude……….?

““Customer Service Attitude is the inherent Customer Service Attitude is the inherent

ability to look at every interaction with the ability to look at every interaction with the

customer as an opportunity for customer customer as an opportunity for customer

delight and service excellence” delight and service excellence”

Displaying Customer Service Displaying Customer Service AttitudeAttitude

Projecting ConfidenceProjecting Confidence Thinking PositiveThinking Positive Using Positive LanguageUsing Positive Language Being EnthusiasticBeing Enthusiastic Conveying Speed or urgencyConveying Speed or urgency Taking Ownership or accountabilityTaking Ownership or accountability Being CourteousBeing Courteous

CONFIDENCECONFIDENCE

“ “ Who has Confidence in himself will gain Who has Confidence in himself will gain

the confidence of others”the confidence of others”

Our beliefs fuel our actions.Our beliefs fuel our actions.

Positive beliefs lead to positive actions Positive beliefs lead to positive actions

and negative beliefs lead to negative actions.and negative beliefs lead to negative actions.

Thinking Positive

Using positive language!Using positive language!

The way you express yourself will affect The way you express yourself will affect

whether your message is received positively whether your message is received positively

or negativelyor negatively

Conveying Speed or Urgency Conveying Speed or Urgency

Your problem is importantYour problem is important

Taking OwnershipTaking Ownership

To the customer you are the CompanyTo the customer you are the Company

CourtesyCourtesy

PleasePlease

Politeness goes far yet costs nothingPoliteness goes far yet costs nothing

Thank youThank you

A customer is not dependent uponA customer is not dependent upon

us……….us……….

We are dependent upon him for our livingWe are dependent upon him for our living

A customer is not a cold statistic.A customer is not a cold statistic.

He is flesh and blood human being with He is flesh and blood human being with

emotions and prejudices just like our ownemotions and prejudices just like our own

Best ModelBest Model B: Being the customer interactionB: Being the customer interaction

Gauge moodGauge mood

Build rapportBuild rapport

E: Establish the customers agendaE: Establish the customers agenda

Ask open and closed ended questionsAsk open and closed ended questions

Be quietBe quiet

Listen activelyListen actively

Probe for specificsProbe for specifics

ParaphraseParaphrase

Best ModelBest Model S : Satisfy the customer’s needs.S : Satisfy the customer’s needs.

Generate more than one optionGenerate more than one option

Consider the customer’s perspectiveConsider the customer’s perspective

T: Thank the customer and verify the T: Thank the customer and verify the next stepnext step

Thank the customerThank the customer

Verify who will do what by whenVerify who will do what by when

When we learn to appreciate one When we learn to appreciate one

another’s differences, we become more another’s differences, we become more

willing to listen, more open to new ides willing to listen, more open to new ides

and more eager to grow.and more eager to grow.

Birds of different feathers come flocking to Birds of different feathers come flocking to

us- we have to work together with them.us- we have to work together with them.

Good Customer Service rests Good Customer Service rests on 3 P’son 3 P’s

People

ProductProcess

DESINGED BY

Sunil KumarResearch Scholar/ Food Production FacultyInstitute of Hotel and Tourism Management,MAHARSHI DAYANAND UNIVERSITY, ROHTAKHaryana- 124001 INDIA Ph. No. 09996000499email: [email protected] , [email protected] linkedin:- in.linkedin.com/in/ihmsunilkumarfacebook: www.facebook.com/ihmsunilkumar webpage: chefsunilkumar.tripod.com

Customer service Management

Education

maharshi dayanand

customer service

customer service

customer servicethe

tourism management

skihm86yahoo

124001 india

balhara86gmail