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Customer Service
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Customer Service
Objectives of the program:
Who is a customer Identify your customer- Internal and External
What quality characteristics are important for
Customer service How to create positive memorable experiences
for all customers
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Caring Customer Service
Outcomes of this module are:
Identify different kinds of customer
contact
Demonstrate and use Caring Responses
Create and use a series of Caring
Responses
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Customer Service
You are among the growing group of
people who have joined a service
organization dedicated to meet needs ofothers. The expectations today are very
high because customers expectations for
service have increased tremendously
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Reactions
What is often surprising is how long thesereactions last
Good & bad customer care can arousepowerful emotions
Benefits- remarkable or disastrous
Opportunity- retain/ lose customers & gain/
lose several more Research shows that someone who has had a
bad customer experience will tell at least 10other people
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Customer Service
Who are Customers?
People who receive my output
People who pay me
They are the reason why I do my job
People who want to avail my companys
services
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Foundation of Customer Service
Customers are of two types:
Internal
External
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Foundation of Customer Service
Internal customer:
Group of people you may serve within theorganization.
External customer:
someone who depends on the timeliness,
quality, and accuracy of someone elses work.These are customers who come to yourorganization for some services or products.
You are a customer of others within an
organization and you also have customers.
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Customer Service
What quality characteristics are importantto your customers?
AccuracyFriendliness
Timeliness
EfficiencyCourtesy
Honesty
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Why is Service so Difficult to
Define Accurately?
It is not tangible
It cant be measured/ weighed
It is more emotional than rational
You can sell it, but you cannot give a
customer a sample to take & show to
another
Having given it, the customer may not
have acquired anything
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Customer Service
Core service and Customer service
Core Service: is the service or product yourorganization provides to its customers- yourreason for being
Customer Service: includes all of theinteractions you have with a customer whileyou are conducting the business
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Service can be Divided into
two main types:
MATERIAL:
Price, Quantity, Quality, Type of equipment,Routines, Working method, Manning etc.
PERSONAL:
It is personal service which upgrades a
neutral impression about a service to a goodimpression.
A honest smile & full personal attention willwork wonders even if material service breaks
down.
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In any Interaction
Human level
(to fulfill current human needs)
Business level
(to accomplish external purposes and
objectives)
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Customer Service
The four things the Customer wants:
Friendly, caring service: Being interested
Giving information
Listening carefully
Answering questions
Warm friendly responses at all times especially
when customers are upset or have concerns
Flexibility: Customer want the person tojiggle the system to make it work for them.They dont want to hear No
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Customer Service
The four things the Customer wants: Problem resolution:
Business problems
Non-business problem
Recovery: If and when mistake is made,customer wants you to take care of it
quickly and to their satisfaction Apology
Fix it
Extra Step
Follow up
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Moments Of Truth
A moment of truth is any point in theinteraction during which the customer
has an opportunity to gain an
impression of the service provided bythe company
Research has shown that it takes onaverage 12 shining moments of truth
to compensate for one dull moment of
truth
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Caring Responses
The Caring responses are skills thatcan be used all the time, not just when
customers are upset. The four skills
are:
Acknowledging
Appreciating Affirming
Assuring
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Donts
Dont Forget Dont Hesitate
I will try
Unfortunately
Free
Discount
Sadly
We cant do that
Just a second
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Donts
I am afraid I dont know
Cost problem
Dont worry
No problem
But
You will have to
Its a policy
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The Benefits of Good
Customer ServicePersonal Benefits WIFM:
Less stress
Higher efficiency
More job satisfaction
Organizational Benefits:
Key to survival and success
Motivated teamwork
Cost effective
Adds to the company bottom line
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Some Startling Statistics
Only 4% of customers actually complain
For every complaint you receive there are
26 unattended
Around 75% of the complaining customers
will do business with you again, if you actquickly
It costs 5-6 times more to attract new
customers than to keep old ones
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Surprised?
Out of the entire customers you lost:
1% die
3% move away
9% go away for cheaper prices
19% are chronic customers
68% leave due to bad service
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So Most Of All
Customers go elsewhere because the
people they deal with are indifferent to
their needs 68%.
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The two types of Customer
Service
Reactive Customer Service
Proactive Customer Service
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Reactive Customer Service
Starts after receiving a complaint.
Moves on to solving the complaint.
Usually is a one time activity.
Basically we wait till the time complaints come.
Uncaring
Unresponsive
Uninvolved
Rude
In general, they under-deliver customer
service
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Proactive Customer Service
Starts at the time of customer making
the purchase
Makes buying a pleasant experience Reduces the waiting time
Delivers service more efficiently
Increases customer retention Lesser complaints
The Bottom Line- does wonders for
you and your company
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Winner/ Loser Tapes
LOSER TAPES WINNER TAPES
There are so many The customer iscustomer problems the reason we are
here
The back room is How to organizedisorganized the back room
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Winner/ Loser Tapes
LOSER TAPES WINNER TAPES
The customer just How can we use
doesnt understand this information togain revenue/
credibility by
educating the
customer
I have too much Having lots to do make
work to do time fly
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GUEST
G- Greet the customers
U- Understand customer needs
E- Explain features and benefits
S- Suggest additional items
T- Thank the customer
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Three Styles of
Communication
Aggressive communication:
Communication becomes aggressivewhen we stand up for our rights in
such a way that the other persons
rights are violated. It leads to a closedown in communication.
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Three Styles of
Communication
Submissive communication:
When we use submissivecommunication we fail to stand up forour rights or we express them in a waythat allows others to easily disregard
them. It leads to win losecommunication, where neither party issatisfied.
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Three Styles of
Communication
Assertive communication:
It involves standing up for our ownrights in a way that it does not violate
the rights of others.
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Customer Service Attitude
Workas if money is not important,
Trustas if never been ditched,
Danceas if nobody is watching,
Loveas if never been hurt..
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Customer Service Attitude
Thank you for calling Customer Service.
If you are calm and rational, press 1.
If you are a whiner, press 2.
If you are a hot head, press 3.
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Customer Service Attitude
Customer Service is
80% Attitude
&
20% Technique
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What is Customer Service
Attitude.?
CustomerService Attitude is the inherentability to look at every interaction with the
customer as an opportunity for customer
delight and service excellence
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Displaying Customer Service
Attitude
Projecting Confidence
Thinking Positive
Using Positive Language
Being Enthusiastic
Conveying Speed or urgency
Taking Ownership or accountability
Being Courteous
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CONFIDENCE
Who has Confidence in himself will gain
the confidence of others
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Our beliefs fuel our actions.
Positive beliefs lead to positive actions
and negative beliefs lead to negative actions.
Thinking Positive
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Using positive language!
The way you express yourself will affect
whether your message is received positively
or negatively
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Conveying Speed or Urgency
Your problem is important
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Taking Ownership
To the customer you are the Company
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Courtesy
Please
Politeness goes far yet costs nothing
Thank you
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A customer is not dependent upon
us.
We are dependent upon him for our living
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A customer is not a cold statistic.
He is flesh and blood human being with
emotions and prejudices just like our own
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Best Model
B: Being the customer interactionGauge mood
Build rapport
E: Establish the customers agenda
Ask open and closed ended questions
Be quiet
Listen actively
Probe for specifics
Paraphrase
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Best Model
S : Satisfy the customers needs.Generate more than one option
Consider the customers perspective
T: Thank the customer and verify the
next step
Thank the customer
Verify who will do what by when
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When we learn to appreciate oneanothers differences, we become more
willing to listen, more open to new ides
and more eager to grow.
Birds of different feathers come flocking to
us- we have to work together with them.
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Good Customer Service rests
on 3 Ps
People
ProductProcess