It’s all about dealing with emotions
OBJECTIVES OF THE SESSION
Learning through sharing of customer experiences.
Understand the ways to benefit from "excellent service" and requisites for delivering service beyond expectations
Having greater insight of understanding others, especially customers and influence them successfully
Finally develop a personal style by learning to develop phrases commonly used in the service industry..
Why customer service is important
More Customer Diversity
Increase Sales
Repeat Business
Loyal Customers
Create Ambassadors
Public Image
Survival in terms of competition
Satisfied customers and greater job satisfaction for staff
Why customer’s quit?
1% due to uncertainty- death
3% when they move away (location)
5% develop other friendships
9% leave for competitive reasons
14% due to product dissatisfaction
68% due to indifference of attitude of employees, managers, subordinates towards customers.
BASIC ELEMENTS WHILE PURCHASING A PRODUCT
1. Quality Product
2. Competitive price
3. Efficient delivery
4. Effective after sales service
5. Honored commitments
6. Excellent customer handling
DEFINITION OF A CUSTOMER
ORGANIZATION OR PERSON THAT RECEIVES A PRODUCT OF OUR
CUSTOMER (EXTERNAL)
Clinet <----------> CSR <-----------------> Customer.
DEPARTMENT OR PERSON WHO IS IN YOUR PROCESS LINE OR DEALS
WITH YOU PERSONALLY OR IMPERSONALLY IN YOUR ORGANISATIONAL
AQUAINTANCE (INTERNAL)
EXTERNAL VS INTERNAL CUS SAT
External Cus Sat : One way Process Customer
Internal Cus Sat : Two Way Process Onsite/Offshore
Anyone who needs inputs from you is your internal Customer
INTERNAL CUSTOMER SATISFACTION
Who is an internal Customer?
Any one who utilizes your service
Two parties involved
Internal Service Provider (ISP)
Accounts, HR, Admin
Internal Consumer
Operating Divisions, Onsite engrs, Online Engrs. etc
CUSTOMER SATISFACTION LINKAGES
Understand the ways to benefit from "Excellent Service" and requisites for delivering service beyond expectations
PROFILE OF TODAY’S CUSTOMER
More knowledgeable
More Quality conscious
More demanding
Wants his money’s worth
Higher buying power
Aware of his rights
Needs convincing
DEFINE SERVICES
Doing work on behalf of others
Helping
Assisting
Providing expertise
Giving Advice
Solving Problems
Following up an earlier action
Giving satisfaction or pleasure
If we combine these statements / elements :
“Service is identifying & efficiently meeting Customers & Clients obvious and hidden needs”.
COMMON NEEDS OF CUSTOMERS
MATERIAL NEEDS EMOTIONAL NEEDS
Required quantity Prompt attention
Required quality Polite response
Reasonable price (All to his opinion) Fairness in commercial dealings
Performance as per claim Automatic follow up
Quick delivery Occasional concessions
Safe
Easy to operate and maintain
Favored treatment
AREAS OF TRAINING FOR CUS SAT
ATTITUDE
Caring & concern
Helpful & courteous
Empathy
Taking responsibility
Pride in company & its SERVICE
Initiative
SKILLS/TECHNIQUES
Effective communication skills - Interpersonal Telephone - Written
Listening & Responding
Group working skill
KNOWLEDGE
Company information
Today’s competitive environment
Technical Knowledge
What is that customer consider important in service ?
Customers feel that politeness, presentation, good knowledge , friendliness/ chat were important & critical.
PROCESS ELEMENTS OF EXCELLENT SERVICE
# Responsiveness
# Body Language
# Politeness
# Respect
# Flexibility
GAME ON ATTITUDE
Understand What Changes You Can Effect
Behaviors
Attitudes
Beliefs
Values
BENEFITS OF WELCOMING COMPLAINTS
1 Feed back
(customer complaints are actually customer suggestions)
2 Repeat Business
3 Create Ambassadors
(happy customer tell other people about their experiences)
LISTEN TO THE CUSTOMER WITH UNDERSTANDING
If you listen to the whispers, you do not have to hear the shouts
DONT’S OF C CARE
Never say “ Calm down or ‘Don’t shout at me’ or its not my fault or even The trouble here is ……
Never make Excuses
Never make promises you cant keep
Never tell the customer they are wrong
Never give a detailed explanation as to why this is always happening
Never respond with anger or aggression.
Always be apologetic , Sympathetic & honest about the action & timing of the solution.
NOTE : NEVER DO A FALSE COMMITMENT
FINALLY DEVELOP A PERSONAL STYLE BY LEARNING TO DEVELOP PHRASES COMMONLY USED IN THE SERVICE INDUSTRY..
Quality of a good voice will comprise of :
Alert ness :- Show that you are wide awake, ready to help.
Expression
Naturalness :-Use simple language, avoid technical terms & slang
Pleasantness:- Put a smile in your voice & sound welcoming
Distinctness:- Speak clearly & courtesy & confidentially
Note:Telephone calls
Key Principle 1: Maintain or enhance self-esteem
That's a good idea
I really appreciate that
Pleased to meet you (Mr./Mrs./Ms.)…………
Thanks for having that handy
Congratulations!
I'm glad to hear that
It's good talking to you again
Key Principle 2: Listen and respond with empathy
'I understand how (disappointing / satisfying it can be to ……………….‘
'I can see why you feel that way. It can really be……….. when…………‘
'I'd feel……….., too, if ……………….. happened to me‘
'Something like that happened to me once. I understand how ……………….. you feel‘
'It must be (difficult / exciting) to have that happen to you‘
'It sounds like you're (upset/happy)about………………'
Key Principle 3: Ask for ideas and / or offer suggestions
Key Principle 3: Ask for ideas and / or offer suggestions
Watch Those Words
Count On Me – Customers are always looking towards the service provider for solutions.
Examples of Count on me Statement
“Sure I will do that for you , I Will check it out for you, I will transfer your call to my colleague who handles such matters. Let me bring you to the right department.”
Irresponsible Statements:
I’m not sure about that – I’m new here”.
“I was not the one who spoke to you last time” – Instead Sure, I will help you. Please let me know what happened.
Positive words and Statements
I am sorry you had to wait so long Thank you for your patience
I cannot do this because it is our policy Let me see what I can do for you
I cannot get back to you until Thursday. I will give you a call on Thursday with a solution.
What is your problem? Please tell me what happened
Your problem is really serious This situation is very unique
Thank you My pleasure
No problem you are welcome
Hit Words
Hit words are those that enhance the service impact with the use of one or two words.
Examples
Thank You, Sorry, Please and Excuse Me
Don’ts Suggestions for Improvement
You just hold on for a while, I….
You hold on… Please hold on while I…
Hold on, Yah?
Give me a moment/minute
He is not in the office. I’m Sorry he is not in the office.
Task Statement
Convert “blaming” and “Order” statements to “task statements”
For example:
1) You must have given us the wrong information last time”.
The Information given was wrong
2) You have to wait till tomorrow for your application to be processed.
The application will be processed by tomorrow
Appeal Statements
Order Statements
You just hold on for a for a while, I..
Hold on, huh?”
Give me a moment/minute
You need to get him to call me urgently.
Let me confirm. Your telephone number is 123456
Tell me what is wrong.
Appeal Statements
Would you like to hold on while I….?
Can you hold on while I ….
I need to speak with him urgently. Can you please ask him to return my call soon?
May I check if your telephone number is 1234565
Would you like to tell me what happened?
OBJECTIVES OF THE SESSION
Learning through sharing of customer experiences.
Understand the ways to benefit from "excellent service" and requisites for delivering service beyond expectations
Having greater insight of understanding others, especially customers and influence them successfully
Finally develop a personal style by learning to develop phrases commonly used in the service industry..
Why customer service is important
More Customer Diversity
Increase Sales
Repeat Business
Loyal Customers
Create Ambassadors
Public Image
Survival in terms of competition
Satisfied customers and greater job satisfaction for staff
Why customer’s quit?
1% due to uncertainty- death
3% when they move away (location)
5% develop other friendships
9% leave for competitive reasons
14% due to product dissatisfaction
68% due to indifference of attitude of employees, managers, subordinates towards customers.
BASIC ELEMENTS WHILE PURCHASING A PRODUCT
1. Quality Product
2. Competitive price
3. Efficient delivery
4. Effective after sales service
5. Honored commitments
6. Excellent customer handling
DEFINITION OF A CUSTOMER
ORGANIZATION OR PERSON THAT RECEIVES A PRODUCT OF OUR
CUSTOMER (EXTERNAL)
Clinet <----------> CSR <-----------------> Customer.
DEPARTMENT OR PERSON WHO IS IN YOUR PROCESS LINE OR DEALS
WITH YOU PERSONALLY OR IMPERSONALLY IN YOUR ORGANISATIONAL
AQUAINTANCE (INTERNAL)
EXTERNAL VS INTERNAL CUS SAT
External Cus Sat : One way Process Customer
Internal Cus Sat : Two Way Process Onsite/Offshore
Anyone who needs inputs from you is your internal Customer
INTERNAL CUSTOMER SATISFACTION
Who is an internal Customer?
Any one who utilizes your service
Two parties involved
Internal Service Provider (ISP)
Accounts, HR, Admin
Internal Consumer
Operating Divisions, Onsite engrs, Online Engrs. etc
CUSTOMER SATISFACTION LINKAGES
Understand the ways to benefit from "Excellent Service" and requisites for delivering service beyond expectations
PROFILE OF TODAY’S CUSTOMER
More knowledgeable
More Quality conscious
More demanding
Wants his money’s worth
Higher buying power
Aware of his rights
Needs convincing
DEFINE SERVICES
Doing work on behalf of others
Helping
Assisting
Providing expertise
Giving Advice
Solving Problems
Following up an earlier action
Giving satisfaction or pleasure
If we combine these statements / elements :
“Service is identifying & efficiently meeting Customers & Clients obvious and hidden needs”.
COMMON NEEDS OF CUSTOMERS
MATERIAL NEEDS EMOTIONAL NEEDS
Required quantity Prompt attention
Required quality Polite response
Reasonable price (All to his opinion) Fairness in commercial dealings
Performance as per claim Automatic follow up
Quick delivery Occasional concessions
Safe
Easy to operate and maintain
Favored treatment
AREAS OF TRAINING FOR CUS SAT
ATTITUDE
Caring & concern
Helpful & courteous
Empathy
Taking responsibility
Pride in company & its SERVICE
Initiative
SKILLS/TECHNIQUES
Effective communication skills - Interpersonal Telephone - Written
Listening & Responding
Group working skill
KNOWLEDGE
Company information
Today’s competitive environment
Technical Knowledge
What is that customer consider important in service ?
Customers feel that politeness, presentation, good knowledge , friendliness/ chat were important & critical.
PROCESS ELEMENTS OF EXCELLENT SERVICE
# Responsiveness
# Body Language
# Politeness
# Respect
# Flexibility
GAME ON ATTITUDE
Understand What Changes You Can Effect
Behaviors
Attitudes
Beliefs
Values
BENEFITS OF WELCOMING COMPLAINTS
1 Feed back
(customer complaints are actually customer suggestions)
2 Repeat Business
3 Create Ambassadors
(happy customer tell other people about their experiences)
LISTEN TO THE CUSTOMER WITH UNDERSTANDING
If you listen to the whispers, you do not have to hear the shouts
DONT’S OF C CARE
Never say “ Calm down or ‘Don’t shout at me’ or its not my fault or even The trouble here is ……
Never make Excuses
Never make promises you cant keep
Never tell the customer they are wrong
Never give a detailed explanation as to why this is always happening
Never respond with anger or aggression.
Always be apologetic , Sympathetic & honest about the action & timing of the solution.
NOTE : NEVER DO A FALSE COMMITMENT
FINALLY DEVELOP A PERSONAL STYLE BY LEARNING TO DEVELOP PHRASES COMMONLY USED IN THE SERVICE INDUSTRY..
Quality of a good voice will comprise of :
Alert ness :- Show that you are wide awake, ready to help.
Expression
Naturalness :-Use simple language, avoid technical terms & slang
Pleasantness:- Put a smile in your voice & sound welcoming
Distinctness:- Speak clearly & courtesy & confidentially
Note:Telephone calls
Key Principle 1: Maintain or enhance self-esteem
That's a good idea
I really appreciate that
Pleased to meet you (Mr./Mrs./Ms.)…………
Thanks for having that handy
Congratulations!
I'm glad to hear that
It's good talking to you again
Key Principle 2: Listen and respond with empathy
'I understand how (disappointing / satisfying it can be to ……………….‘
'I can see why you feel that way. It can really be……….. when…………‘
'I'd feel……….., too, if ……………….. happened to me‘
'Something like that happened to me once. I understand how ……………….. you feel‘
'It must be (difficult / exciting) to have that happen to you‘
'It sounds like you're (upset/happy)about………………'
Key Principle 3: Ask for ideas and / or offer suggestions
Key Principle 3: Ask for ideas and / or offer suggestions
Watch Those Words
Count On Me – Customers are always looking towards the service provider for solutions.
Examples of Count on me Statement
“Sure I will do that for you , I Will check it out for you, I will transfer your call to my colleague who handles such matters. Let me bring you to the right department.”
Irresponsible Statements:
I’m not sure about that – I’m new here”.
“I was not the one who spoke to you last time” – Instead Sure, I will help you. Please let me know what happened.
Positive words and Statements
I am sorry you had to wait so long Thank you for your patience
I cannot do this because it is our policy Let me see what I can do for you
I cannot get back to you until Thursday. I will give you a call on Thursday with a solution.
What is your problem? Please tell me what happened
Your problem is really serious This situation is very unique
Thank you My pleasure
No problem you are welcome
Hit Words
Hit words are those that enhance the service impact with the use of one or two words.
Examples
Thank You, Sorry, Please and Excuse Me
Don’ts Suggestions for Improvement
You just hold on for a while, I….
You hold on… Please hold on while I…
Hold on, Yah?
Give me a moment/minute
He is not in the office. I’m Sorry he is not in the office.
Task Statement
Convert “blaming” and “Order” statements to “task statements”
For example:
1) You must have given us the wrong information last time”.
The Information given was wrong
2) You have to wait till tomorrow for your application to be processed.
The application will be processed by tomorrow
Appeal Statements
Order Statements
You just hold on for a for a while, I..
Hold on, huh?”
Give me a moment/minute
You need to get him to call me urgently.
Let me confirm. Your telephone number is 123456
Tell me what is wrong.
Appeal Statements
Would you like to hold on while I….?
Can you hold on while I ….
I need to speak with him urgently. Can you please ask him to return my call soon?
May I check if your telephone number is 1234565
Would you like to tell me what happened?
