Customer Service Presentation 01112015

HR & Training Division Workshop on Excellence in Customer ServiceHR & Training Division Workshop on Excellence in Customer Service

WELCOME

Workshop on customer service

HR & Training Division Workshop on Excellence in Customer ServiceHR & TRAINING DIVISION Workshop on Excellence in Customer Service

CUSTOMER SERVICE


SALES

After - SALES


Customer

Product


Product


Product Knowledge…

KNOWLEDGE IS POWERKnowledge gives you the three elements of successful selling.

KNOWLEDGE POWER


Confidence Enthusiasm Professionalism


Customer


Who is a customer ?


Types of Customers…


Internal Customers…

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=&url=http://kinaaabeaarx3.tumblr.com/post/39615521970/httpwhrtituk1h5i&psig=AFQjCNGBClL8WivN2iYpGfoOLHPIIacT-A&ust=1445338564959824


External Customers…

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=0CAcQjRxqFQoTCMzSnY6yzsgCFUu0GgodYlwFog&url=http://www.ht-shipping.com/en/about-ht/client-centricity&bvm=bv.105454873,d.d2s&psig=AFQjCNEVaCZjz_XQFWtK4JgB2TyK6MdEKQ&ust=1445339158219835


Who are WE…

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=0CAcQjRxqFQoTCLe3q_iyzsgCFYm8GgodKGMJKQ&url=http://www.leadformix.com/blog/2013/05/sales-is-not-your-customer/&bvm=bv.105454873,d.d2s&psig=AFQjCNFOmzTy1RbS6D22w8sfFayt9Tk0BA&ust=1445338708954355

HR & Training Division Workshop on Excellence in Customer Service

WHAT IS A COMPLAINT?

HR & Training Division Workshop on Excellence in Customer Service15

What is Complaint?

“An expression of dissatisfaction made, related to products or services, where a response is expected”


Why do customers complain?

• Their expectations have not been met!• Because of concern for others who also use the service


Is complaint a gift? Why?

Complaints are gift packages waiting to be opened because they

Are given freely Are unexpected…they come as a surprise (usually)


If a customer is complaining, you are being given a chance to retain that customer


When the customer’s needs are met…

You automatically Engage your Customer as your Advocate!


What customer want…

TREATrustesponsivenessmpathyssurance

TREAT angible

تعامل


Ignore Complaints

Become Defensive

Become Angry

Concerned about loss of trade & reputation

People’s reaction to Complaints


Different Customers and

Handling Them


Angry Customers العمالء Demanding Customersالغاضبين

العمالء كثيري الطلباتPassive Customers العمالء

ينالسلبي


Angry CustomerA slight mistake can make this

customer mad. How to Handle• Let the customer finish talking. Do NOT

interrupt.• Be firm and polite or else they may not

be happy.


Demanding Customer

How to Handle

The customer who wants more than what you can offer. They are not easily satisfied.

• Be firm yet polite.• Be professional.• Avoid being rude.


Passive Customer

How to HandleThe customer who listens to you and sounds

apologetic when complaining.

• Listen carefully to what they have to say.• Sound professional and don’t brush them

aside.• Gain their confidence.


HINDRANCE العقبـــــــا

ت


CommunicationAttitude

Responsibility


Communication…


Attitude …


Attitude …


Responsibility …


HANDLING COMPLAINTS


Handling Complaints…

• Listen• Repeat• Apologise• Acknowledge• Explain action• Thank• Follow up

• Remember not to take it personally

• Remain calm• Focus on the problem and not

person• Turn unhappy people into

happy customers



CUSTOMERFRIENDLYSUPPORT

INNOVATIVE

PRECISETIMELY

6 Elements of CS …

POSITIVE


CUSTOMERFRIENDLY

SUPPORTINNOVATIVE

POSITIVE

TIMELYPRECISE

6 Elements of CS …


Basics..

Be Positive Consistency

Speak Plainly

Avoid Arguing


Characteristics ..

Listening Skills

Asking Skills

Responsible

Responsive

Knowledge

Complete


Why Are They Difficult?

They are difficult for their own reasons – not because of you

وجــه مـــا

الصعوبـــه؟

بهم خاصة ألسباب تعود الصعوبهوليسبسببك


Summary

• Be positive• Take things professionally and not personally• Aim for customer satisfaction, not just service• Solve problems without blaming yourself or others• Remember attitudes are caught, not taught


YOU are responsible for GOOD, BAD, and

EXCELLENTCustomer Service

مسؤول عن خدمة العمالء أنتالممتازة والسيئة والجيدة .


Questions…

Customer Service Presentation 01112015

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