Customerserivce

Customer ServiceCustomer Service


Objectives of the program:Objectives of the program:

• Who is a customerWho is a customer

• Identify your customer- Internal and Identify your customer- Internal and ExternalExternal

• What quality characteristics are important What quality characteristics are important for Customer servicefor Customer service

• How to create positive memorable How to create positive memorable experiences for all customersexperiences for 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 Demonstrate and use Caring ResponsesResponses

• Create and use a series of Caring Create and use a series of Caring ResponsesResponses


You are among the growing group You are among the growing group of people who have joined a service of people who have joined a service organization dedicated to meet organization dedicated to meet needs of others. The expectations needs of others. The expectations today are very high because today are very high because customers expectations for service customers expectations for service have increased tremendouslyhave 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 & Opportunity- retain/ lose customers &

gain/ lose several moregain/ lose several more• Research shows that someone who has Research shows that someone who has

had a bad customer experience will tell at had a bad customer experience will tell at least 10 other peopleleast 10 other 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 People who want to avail my company’s servicescompany’s services

Foundation of Customer Foundation of Customer ServiceService

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

• InternalInternal

• ExternalExternal

Foundation of Customer Foundation of Customer ServiceServiceInternal 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, someone who depends on the timeliness,

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

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


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

• AccuracyAccuracy

• FriendlinessFriendliness

• TimelinessTimeliness

• EfficiencyEfficiency

• CourtesyCourtesy

• HonestyHonesty

Why is Service so Difficult Why is Service so Difficult to Define Accurately?to 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 You can sell it, but you cannot give a customer a sample to take & a customer a sample to take & show to anothershow to another

• Having given it, the customer may Having given it, the customer may not have acquired anythingnot have acquired anything


Core service and Customer serviceCore service and Customer service

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

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

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

equipment, Routines, Working method, equipment, Routines, Working method, Manning etc.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 neutral impression about a service to a good impression.good impression.

• A honest smile & full personal attention A honest smile & full personal attention will work wonders even if material service will work wonders even if material service breaks down.breaks 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 (to accomplish external purposes

and objectives)and 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 Warm friendly responses at all times

especially when customers are upset or have especially when customers are upset or have concernsconcerns

Flexibility: Customer want the person to Flexibility: Customer want the person to “jiggle” the system to make it work for “jiggle” the system to make it work for them. They don’t want to hear “No”them. 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 A moment of truth is any point in

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

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

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

• 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 For every complaint you receive there are 26 unattendedare 26 unattended

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

• 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 leave due to bad serviceservice

So Most Of AllSo Most Of All

Customers go elsewhere because Customers go elsewhere because the the

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

their needs 68%.their needs 68%.

The two types of The two types of Customer ServiceCustomer Service

• Reactive Customer ServiceReactive Customer Service

• Proactive Customer ServiceProactive Customer Service

Reactive Customer Reactive Customer ServiceService

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 Basically we wait till the time complaints come.come.

• UncaringUncaring

• UnresponsiveUnresponsive

• UninvolvedUninvolved

• RudeRude

• In general, they under-deliver customer In general, they under-deliver customer serviceservice

Proactive Customer Proactive Customer ServiceService

• Starts at the time of customer Starts at the time of customer making the purchasemaking the purchase

• Makes buying a pleasant Makes buying a pleasant experienceexperience

• 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 arethe reason we are

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


• Submissive communication:Submissive communication:

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


• Assertive communication:Assertive communication:

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

Customer Service Customer Service AttitudeAttitude

• Work – as if money is not Work – as if money is not important,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 Thank you for calling Customer Service.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 Customer Service Attitude is the inherent inherent

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

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

delight and service excellence” delight and service excellence”

Displaying Customer Displaying Customer Service AttitudeService Attitude

• Projecting ConfidenceProjecting Confidence

• Thinking PositiveThinking Positive

• Using Positive LanguageUsing Positive Language

• Being EnthusiasticBeing Enthusiastic

• Conveying Speed or urgencyConveying Speed or urgency

• Taking Ownership or Taking Ownership or accountabilityaccountability

• Being CourteousBeing Courteous

CONFIDENCECONFIDENCE

“ “ Who has Confidence in himself will Who has Confidence in himself will gain 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 and negative beliefs lead to negative actions.actions.

Thinking Positive

Using positive language!Using positive language!

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

whether your message is received whether your message is received positively 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 To the customer you are the CompanyCompany

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 We are dependent upon him for our livingliving

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

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

emotions and prejudices just like our emotions and prejudices just like our ownown

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 T: Thank the customer and verify the next stepthe next 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 Birds of different feathers come flocking to to

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

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

People

ProductProcess

Customerserivce

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customer service

customer service

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submissive

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