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First Class Customer-Centric Organization Workshop
Workshop Title: First Class Customer-Centric Organizational Workshop
In this workshop, team members will acquire and learn how to enhance the core skills in communication and service quality such that, when used on a systematic basis would enable them to improve service quality, enhance the Customer Experience and massively improve their results.
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Workshop Outline
Service from the Heart Chains of Service Excellence Customers’ Profiles What Customers Wants The Sins of Service Communication Skills Listening Skills Questioning Skills The Angry Customer Handling The Angry Customer Customer Friendly Language Personal Service Commitment
Revolve your world around the customer and more customers will revolve around you.
-Heather Williams
First Class Customer-Centric Organization Workshop
“Customer service is a series of activities designed to enhance the level of customer satisfaction i.e. the feeling that a product or service has met the customer expectation." Turban et al. (2002)
First Class Customer-Centric Organization Workshop
Good customer service requires strong customer focus, specific personal characteristics, and the ability to meet customer service challenges.
You will be asked to rate yourself in each of these areas. Remember the questions apply to both external and internal customers and may exist in varying proportions depending on the job function.
Consider each statement below and indicate the extent to which you feel it applies to you at this time using the scale given. Select your response by filling in the circle, in the appropriate column.
Attaining
Customer
Heart
Customer Service Skills Self-Assessment
First Class Customer-Centric Organization Workshop
8. I do not use judgmental or blaming behavior when I interact with
customers who are experiencing difficulties.
9. I recognize and know what to do when I encounter customers who
create difficult circumstances, such as dishonest interactions,
abusive behavior, and defensive/attacking verbal and nonverbal
communication.
10. I recognize and know what to do when I encounter customers who
have special needs including the elderly, the disabled, customers
from different cultures, and people who speak English as a second
language or don't speak English at all.
Your Role in Customer Service
As far as customers are concerned YOU are the company and you hold in your hands the power to throw or keep customers coming back. GEMS professionals believe in adoption of MCMR i.e. taking responsibility for meeting customer’s expectations, for example, ability to answer queries on products.
Customer Service is 20% Technique & 80% Attitude
MCMR
My Customers My Responsibility
First Class Customer-Centric Organization Workshop
A MOT is the point in which the customer and the organisation come into contact with one another in a manner that gives the customer an opportunity to either form or change an impression about the firm...................
Dressing… The way look (neat, over blings perfumed) Approach… The manner you walk (interested / bo chap) Voice … The way of you sound (warm / shy / loud / arrogant) Manner… The way you behave (movement, attitude)
The encounter can occur through the product of the firm, its service offering or both. Various instances could constitute a moment of truth, for example, greeting of customer, handling customer queries or complaints, promoting special offers or closure of customer patronage.
ABC of Service
Attitude = Behaviour = Character
The Betari Box is a model depicting the impact that our own attitudes and behaviors have on the attitudes and behaviors of the people around us.
First Class Customer-Centric Organization Workshop
Nnonverbal communication that involves the use of our body signals and postures that acts as an indication to other people. Applying positive body language can have an impact on the people around you
First Class Customer-Centric Organization Workshop
SINGAPORE — Local residents appeared less satisfied with postal services compared to a year ago, according to the latest results from the Customer Satisfaction Index of Singapore (CSISG). Customer satisfaction fell 6.9 per cent year-on-year for postal services, which recorded the largest fall among 12 sub-sectors.
These findings followed complaint letters in the past two months from customers over poor delivery services, and a S$10,000 fine slapped on SingPost by the Infocomm Development Authority last month for failing to deliver 40,000 letters on time in February.
In response to the drop in customer satisfaction, SingPost pointed out that the survey was conducted when Singapore witnessed its worst haze episode, as it took “proactive measures to safeguard” the health of its outdoor staff, especially the postal officers. “These included reduced outdoor delivery hours to minimise exposure ... These measures, which were critical to the health and welfare of our staff, did result in some disruption and backlog,” SingPost said.
It also recognised rising public expectations because of the changing mail profile, which sees more packages and fewer letters. Its service standards require packages to be delivered between three and five days — unlike faster services offered by courier companies, which also charge more, said SingPost.
The survey, conducted by the Institute of Service Excellence (ISES) at the Singapore Management University (SMU), polled 250 local residents on postal services between May and July. Meanwhile, Changi Airport witnessed a 17.4 per cent improvement in customer satisfaction. It was the top performer in the airport sub-sector.
The ISES also gathered input from over 11,000 people for the sectors of transport and logistics, public education and private education. Overall, customers reported more satisfaction across the three sectors.
Improvement was strongest in the public education sector, consisting of polytechnics, Institutes of Technical Education and the three public universities, which witnessed a 7.9 per cent year-on-year increase. Satisfaction increased by 4.6 per cent and 6.4 per cent respectively in the private education, and transport and logistics sectors.
Those surveyed appeared most satisfied with Singapore Airlines, as the carrier topped the list of companies surveyed. Customer satisfaction rose for the train operations of SMRT and SBS Transit, but remained below levels recorded before the major disruptions that hit the North-South Line in October 2011.
In the public and private education sectors, customer satisfaction rose for most institutions. Students at National University of Singapore were the most satisfied customers, followed closely by peers at SMU and Nanyang Technological University. Commercial schools saw a 4.6 per cent improvement in customer satisfaction.
Resolving service breakdowns requires a lot of patience, time and effort, however recovering customers’ goodwill may lead to loyalty and stronger relationships .In addition, complaints serve as a opportunity to correct and improve current service standards. Key signs to look out for:
Unusual posture Lack of respect for personal space Lack of respect for the premises Signs of drunkenness or intoxication Talk over you Interrupt Use inappropriate language Don’t listen to what you’re saying Unreasonable demand Lack of respect for you
A good technique is to recognise the problem before it gets out of control through focusing on the customer’s emotional state of mind. Quite often, you can tell as soon as they walk in the door through aggressive behaviours which can be frustrating. Difficult customers often work themselves up, throwing unfounded accusations, vulgarities and insults.
Handling The Angry Customer
Listen carefully without interrupting so you understand the problem
Empathies in a broad way
Stay calm and remain polite
First Class Customer-Centric Organization Workshop
• 96% of unhappy customers never complain • 91% will not buy again or use your service • An unhappy customer will tell nine other people about their “Moment of Truth” • 13% of unhappy customers will tell 20 or more people
Why Customers Disappear?
Customer dies 1%
Customer moves away 3%
Customer influenced by friends 5%
Customer lured away by competition 9%
Customer dissatisfied by product 14%
Customer turned away by the attitude / indifference of service provider 68%
American Society for Quality & Quality and Productivity Center