Transcript of Customer Service Procredit Bank Albania Day One Final Version [מצב תאימות]
WORKSHOP ON CUSTOMER SERVICE Trainer: Prof. Nathan Ronen, MBA
GENESIS - ACMS GENESIS - ACMS natek7474@gmail.com
natek7474@gmail.com 1 Nathan Ronen
Introduction Let us introduce our selves to each other. Each
one must say : 1. Nick name, full name , position in the bank . 2.
Some thing personal you want others to know about you. 3. Something
nice that happened to you this week. Write something in accordance
to instructions that you will receive Nathan RONEN Genesis
Consultants com.cmsalbania.www com.cmsalbania.www 2
PART 1 : INTODUCTION TO CUSTOMER SERVICE GENESIS - ACMS
natek7474@gmail.com natek7474@gmail.com 3 Nathan Ronen
TARGETS OF THE TRAINING Learn to identify and analyze customer
needs and problems. Recognize the most common reasons for customer
complaints. Discover techniques to cultivate and maintain special
customer relationships. Nathan RONEN Genesis Consultants
com.cmsalbania.www 4
TARGETS ( CONT ) Improve your communication style and use
two-way communication skills to level with DIFFERENT SORTS OF
PEOPLE to accept feedback from them, and to discuss problems.
Identify specific problems in your customer service program and
apply treatment. Turn lemon to lemonade.Use of the complaint as a
tool for improvement . Nathan RONEN Genesis Consultants
com.cmsalbania.www 5
A Challenge Please write one Sentence: Definition of CUSTOMER
SERVICE. use the following items to write your sentence
Questions On Being A Customer Why do you need customer service?
Was the service provided over the phone or in person? How did the
customer service representative respond to your request, inquiry or
problem? If you felt the service was excellent, describe what made
it so good. If you felt the service was exceptionally poor,
describe what made it that way.
10 MINUTES all rights reserved natek7474@gmail.com
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Defining a Service Any activity or benefit that is essentially
intangible and Any does not result in the ownership of anything
.its production may or may not be tied to a physical product
product (Phillip Kotler northwestern univ, CHICAGO, USA ) Service
clients are paying for expertise, experience, advice, skills,
knowledge and the benefits they bring. The benefits may last but
the service itself is of limited duration. all rights reserved
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Marketing mix- the mix- new 7x Ps For services it is more
appropriate to refer to the 7PS , rather than the normal 4 Ps In
addition to the Product / Service), Price, Place and promotion we
have to add three other factors: 5. Process People 6.People
7.Physical evidence natek7474@gmail.com natek7474@gmail.com all
rights reserved By SynTask 972-8-9436075 972- 10
THE 3P OF SERVICE PEOPLE PROCESS PHYSICAL EVIDENCE Nathan RONEN
Genesis Consultants com.cmsalbania.www 11
People ( I buy the salesperson before I buy the service ) The
delivery of service is reliant on people to people ( P2P ) people
sell and promote services .this is the key part of the marketing
mix. Good customer relation are particularly important. The key
qualities required are:are: Capability, * effectiveness, * customer
interaction Efficiency ,* reliability, * assurance *transparency
Availability , *responsiveness, *empathy natek7474@gmail.com
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Physical Evidence (packaging) This is the tangible element of
SERVICE The surrounding are an important part of the service Look
of premises, ambience, decor Equipment Literature explaining the
service The looks of the service givers ( uniform, name badge,
etc). Bank statement, train ticket, pen at desks. privacy corner.
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Process This refers to the way the service is provided, from
first to last point of contact but more important how is service
experienced by our customer: Waiting time- speed and time of
delivery ( 24 hours mortgage ). Process of making payment/decision
making Order processing Database management- information flow
Queuing system Service delivery natek7474@gmail.com service
Customer natek7474@gmail.com all rights reserved booking By SynTask
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Two prospective on the mix C4 P4 CUSTOMER MARKETING MANAGER
PRODUCT offered .want CUSTOMER NEEDS & WANTS to sell as much as
CUSTOMERS VALUE possible for biggest profit Cost to the customer
PRICE charged by seller convenience to the PLACE - distribution
customer all rights reserved natek7474@gmail.com
natek7474@gmail.com Communication- Communication- relations 15 By
SynTask 972-8-9436075 972- Promotion
The chain of service Your service as good as the first or last
impression the customer has from the whole combination; PEOPLE,
PROCESS , PHYSICAL EVIDENCE. The strength of the chain is measured
by its weakest point Nathan RONEN Genesis Consultants
com.cmsalbania.www 16
The Customer Is the most important person we will work with and
for . Is not an interruption of our work, but rather, is the reason
for it, Is an individual with a name and feelings, Is the reason we
all have jobs, Is not always right, but is still . Nathan RONEN
Genesis Consultants com.cmsalbania.www 17
CS as the DNA of the business Customer service is the sum total
of what an organisation does to meet customer expectations and
produce customer satisfaction. Nathan RONEN Genesis Consultants
com.cmsalbania.www 18
American example of CS Our mission is to Provide Superior
Sources of Financial Solutions Core Values: Trust Integrity
Courtesy Commitment copyright- copyright- Nathan Ronen -Syntask 19
@gmail.com
They call it the GUEST SERVICE G =greet U= understand
E=Empathize S= solve T= thank copyright- Nathan Ronen -Syntask
copyright- 20 @gmail.com
Greet Greet the customer as he enters Demonstrate respect
Always use a friendly smile Introduce yourself and call the client
by name Keep eye contact with your customer Shake hands Always
suggest your help in solving a problem Suggest a chair or water.
copyright- copyright- Nathan Ronen -Syntask 21 @gmail.com
Understand Listen with attention to his needs and wants. Ask
clarifying open questions. Reflect what you have understood, repeat
the exact words of the customer. Keep a friendly and practical
tone. Keep loyal to your peers and place of work. Be discreet .
copyright- copyright- Nathan Ronen -Syntask 22 @gmail.com
Empathize Put yourself in the customer shoes. If the customer
is complaining do not argues. empathize with how he feels. Express
true interest in solving the issue. Dont get involved by
provocations , keep calm. If you can not solve the problem call
your superior. copyright- copyright- Nathan Ronen -Syntask 23
@gmail.com
Solve You are the representative of the bank, take
responsibility. Offer ways to solve the problem. Suggest
compensation if the customer is right . Take the customer to a
quiet pleasant corner/ place so you can speak in a business and
friendly manner. copyright- copyright- Nathan Ronen -Syntask 24
@gmail.com
Thank Offer your visiting card so he has a point of contact in
future relations. Thank the customer for doing his business with
us. Invite him to fell free to call or come whenever he needs.
copyright- copyright- Nathan Ronen -Syntask 25 @gmail.com
Do You Know why customers Leave? 1% die. 3% move away. 5%
develop other relationships. 9% leave for competitive reasons. 14%
are dissatisfied with product or service. 68% 68% leave because of
rude or discourteous service service.
RADIO WIFM - cs station : Whats In it For Me? W Nathan RONEN
Genesis Consultants com.cmsalbania.www 27
But what is in it for us personally? Why Should We (as
Individuals) Care About Giving Good Service? Nathan RONEN Genesis
Consultants com.cmsalbania.www 28
It makes our lives richer! Nathan RONEN Genesis Consultants
com.cmsalbania.www 29
Our Own Gain ? It Reduces stress! Nathan RONEN Genesis
Consultants com.cmsalbania.www 30
The importance of CS ( 1) All customers are worth money to a
firm Satisfied customers : Return, again and again Tell their
friends Help to enhance the firms reputation Can provide useful
feedback Help the firm to keep/increase its market share Increase
sales revenue and profits Nathan RONEN Genesis Consultants
com.cmsalbania.www 31
The importance of CS(2 CS(2) Dissatisfied customers also tell
their friends and therefore can ruin a firms reputation. destroy
the potential of any expensive marketing campaign. Nathan RONEN
Genesis Consultants com.cmsalbania.www 32
The importance of CS(3) CS(3 It is 5 TIMES cheaper for a
company to spend money retaining existing customers and develop
customers loyalty than it is to advertise in order to attract new
customers ! Nathan RONEN Genesis Consultants com.cmsalbania.www
33
The Law of Reciprocity The Law of Reciprocity means: to give
and take mutually; to return in kind or even in another kind or
degree. "I'll scratch your back if you scratch mine." Applies in
EVERY culture on the face of the earth. Simply explains that when
someone gives you something you feel an obligation to give back.
Nathan RONEN Genesis Consultants com.cmsalbania.www 34
Law of Reciprocity Practicing every day those core values we
learned at home as children Courtesy Great Kindness Customer
Respect Service Honesty Nathan RONEN Genesis Consultants
com.cmsalbania.www 35
Law of Reciprocity Psychologically it puts us in the drivers
seat We are in control of creating the positive energy to turn a
bad situation into a good one Nathan RONEN Genesis Consultants
com.cmsalbania.www 36
"There is a spiritual aspect to our lives - when we give we
receive when a business does something good for somebody, that
somebody feels good about them! Ben Cohen , Ben & Jerry's
Nathan RONEN Genesis Consultants com.cmsalbania.www 37
WHAT DO YOU THINK ABOUT THIS SERVICE? ( Saturday night live
2007) 2007) NBC ) Nathan RONEN Genesis Consultants
com.cmsalbania.www 38
AND THIS SERVICE ? SN Brussels.mpeg Nathan RONEN Genesis
Consultants com.cmsalbania.www 39
We must except the differences as a fact We are not here to
educate our customers or teach them manners. We can not be
judgmental . We , as the representatives of the bank have a noble
task, it is in our power to give service to people who need it.
When putting on the HAT of the bank worker , we must detach
ourselves from us ! GENESIS - ACMS natek7474@gmail.com
natek7474@gmail.com 42 Nathan Ronen
SERVICE IS ABOUT PEOPLE Culture assets Social needs Personal
needs & wants Psychological structure Customer ( gender, age,
FLC) 43
One photo two faces GENESIS - ACMS natek7474@gmail.com
natek7474@gmail.com 44 Nathan Ronen
Different point of view GENESIS - ACMS natek7474@gmail.com
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The 10: 90 model 10: (Stephen Covey the seven habits of most
effective people) 1.EVENT 4. REACTION 2.PARADIGM 3. EMOTION GENESIS
- ACMS natek7474@gmail.com natek7474@gmail.com 46 Nathan Ronen
Me and You GENESIS - ACMS natek7474@gmail.com
natek7474@gmail.com 47 Nathan Ronen
The ME mix( Gardner model) MY EMOTIONS: EMOTIONS: MY CORE
Relations, need to VALUES please, to be Integrity, red lines,
perfect, fear of moral, believes, rejection ,to be spiritual me
loved, self esteem, fear & anxiety MY RATIONAL MY PHYSICS My
looks,body Targets, image, my health, , vision, me and me, me and
ambitions. IQ you, GENESIS - ACMS natek7474@gmail.com
natek7474@gmail.com 48 Nathan Ronen
Sender Encoding Message Decoding Receiver Media WHY IS CUSTOMER
ME BUY HE THIS PUSHING WHO WHO AM Noise AM I I Emotions Feedback
Response Elements in the Communication Process GENESIS - ACMS
natek7474@gmail.com natek7474@gmail.com 49 Nathan Ronen
Cultural differences GENESIS - ACMS natek7474@gmail.com
natek7474@gmail.com 50 Nathan Ronen
WHAT IS HAPPENING HERE ? After you have studied the inter
communication system, you must realize that people ( customers as
well as salesmen ) are hiding their real needs and wants as well as
feelings. We want people to like us, we do not like to hurt their
feelings, but internally we develop a liking or rejection to a
customer in accordance to the 3 dimensions of the
intercommunication model. We shall now see a short movie: the
parking lot" : lot" GENESIS - ACMS natek7474@gmail.com
natek7474@gmail.com 51 Nathan Ronen
Parking grounds CONRAD CONRAD shopping center TIRANA Imagine
the following situation: My name is Armida, I am 38, work as a
Armida, pediatrician specialist in Hospital , I drive a Mercedes
Super jeep 2oo8, I live in a very nice house at Tirana ere
district. My name is Viola, I am 36, divorced unemployed, I worked
as a cashier in a shop . I drive a Fiat uno 1995, and I live in
Bregu I Lumit district of Tirana. GENESIS - ACMS
natek7474@gmail.com natek7474@gmail.com 52 Nathan Ronen
The 4TM- the Human puzzle GENESIS - ACMS natek7474@gmail.com
natek7474@gmail.com 56 Nathan Ronen
We are all different types with variant wants and needs 1. E
type 2. P type 3. I type 4. A type Please pay attention: this is
only a schematic division, people vary , most of us are mix of
types. GENESIS - ACMS natek7474@gmail.com natek7474@gmail.com 57
Nathan Ronen
ENTREPRENEUR TYPE Dominant type, very friendly, when he enters
the room you feel it, likes to be in center of things. Full of
ideas, very creative, likes to listen to himself, weak listener,
needs constant compliments and attention. GENESIS - ACMS
natek7474@gmail.com natek7474@gmail.com 59 Nathan Ronen
Emotions E TYPE internal external Results GENESIS - ACMS
natek7474@gmail.com natek7474@gmail.com 60 Nathan Ronen
Productive type Formal , dominant, likes to rule and in need of
control. The BOSS type, the Butcher type, does not enjoy small
talk, no patience for feelings and excuses, likes results, waste of
time drives him crazy, bottom line person. GENESIS - ACMS
natek7474@gmail.com natek7474@gmail.com 61 Nathan Ronen
Emotions E TYPE internal external P type Results GENESIS - ACMS
natek7474@gmail.com natek7474@gmail.com 62 Nathan Ronen
ANALIZER administrative type Not a dominant type, likes to
gather information, prefers data to people, takes life very
seriously, likes to ask lots of questions, very suspicious and
hesitant, difficult for him to make decisions, conservative, When
asked to describe a projects, brings lot of statistics, research
results , details , details... GENESIS - ACMS natek7474@gmail.com
natek7474@gmail.com 63 Nathan Ronen
Emotions E TYPE internal external P type A TYPE Results GENESIS
- ACMS natek7474@gmail.com natek7474@gmail.com 64 Nathan Ronen
Integrative Type Not dominant, shy and delicate, good listener,
hates chaos and disharmony, in order for everybody to be in peace
will give up his own wants, togetherness is very important,
discrete - everybody comes to tell him their secrets, needs
assurances. GENESIS - ACMS natek7474@gmail.com natek7474@gmail.com
65 Nathan Ronen
Emotions I type E TYPE internal external P type A TYPE Results
GENESIS - ACMS natek7474@gmail.com natek7474@gmail.com 66 Nathan
Ronen
E Type - what motivates him? What motivates him? Creative and
innovative works, competition, being in the center of attention ,
compliments, to lead, short tem targets, credit to his ideas What
is difficult for him ? Routine, monotonous work, lots of technical
details, no attention or credit to his work, long term tasks
GENESIS - ACMS natek7474@gmail.com natek7474@gmail.com 67 Nathan
Ronen
P Type - what motives him? What motives him? efficiency ,
reason and rational ,concrete targets, challenges and competition,
results and control What is difficult for him? Too many details,
non relevant information, inefficiency, waste of time, emotions.
GENESIS - ACMS natek7474@gmail.com natek7474@gmail.com 68 Nathan
Ronen
A type- what motives him? What motives him? Details,
statistics, results of research, routine , very suspicious ,
schedule, clear and specific tasks, procedures and rules , order.
What is difficult for him? Vague situations, change, innovation
GENESIS - ACMS natek7474@gmail.com natek7474@gmail.com 69 Nathan
Ronen
I type What motives him? Helping and serving people, harmony,
togetherness, emotions, awareness to details in style, recognition
What is difficult for him/ her ? Disharmony, gossip, noisy and loud
people. GENESIS - ACMS natek7474@gmail.com natek7474@gmail.com 70
Nathan Ronen
How to make use of this Model? E type- listen to him , laugh
from his jokes, compliment him on his type- sense of humor, let him
feel that all god ideas are deriving from him, focus him gently. P
type- let us get to the point the benefits of this product are.. ,
I type- see that you are in a hurry, bottom line of the matter is.
. listen and let him feel he is in control. control. A type last
research proved that.. We have here statistics about itwould you
like to read about this product at home? I am here for you should
you have more questions. do not push him. him. I type- please help
me on this, let us do it together, let us flow with it type- and
think about this in the best ways for both of us. Easy and gently .
GENESIS - ACMS natek7474@gmail.com natek7474@gmail.com 71 Nathan
Ronen
no customer is one type! We are all a mix of types with a
dominant characteristic what happens if you an E type and enters a
customer of P type? GENESIS - ACMS natek7474@gmail.com
natek7474@gmail.com 72 Nathan Ronen
PSYCHOLOGY OF CUSTOMERS: Eric Berne T.A. TRANSACTIONAL ANALYSIS
GENESIS - ACMS natek7474@gmail.com natek7474@gmail.com 73 Nathan
Ronen
T.A. TRANSACTIONAL ANALYSIS MODEL 3 EGO STATES: PARENT 1.
Myself as a parent 2. Myself as an adult ADULT 3. Myself as a child
CHILD GENESIS - ACMS natek7474@gmail.com natek7474@gmail.com 74
Nathan Ronen
Rational figure, focused, ADULT here and now, facts and
figures, assertive. Usually a balanced personality. GENESIS - ACMS
natek7474@gmail.com natek7474@gmail.com 76 Nathan Ronen
Emotional figure , feels CHILD that he constantly has to defend
himself against authority, revolting child or conforming child,
manipulative, spoiled. Loves toys or gadgets, easy to please but
easily insulted. Passive aggressive natek7474@gmail.com
natek7474@gmail.com GENESIS - ACMS Nathan Ronen 77
Good transaction Salesman Buyer Parent Parent what does it do?
How Much for adult it ? Adult It will save you time and child the
cost is only 5000 lek. Child GENESIS - ACMS natek7474@gmail.com
natek7474@gmail.com 78 Nathan Ronen
Salesman Buyer Covert deal parent parent Two last like this in
stock Adult Adult 1 2 Child 3 Child GENESIS - ACMS
natek7474@gmail.com natek7474@gmail.com 81 Nathan Ronen
Unbalanced deal Salesman buyer parent parent 2. this car is too
expensive for adult me adult child child GENESIS - ACMS
natek7474@gmail.com natek7474@gmail.com 82 Nathan Ronen
Part 4 : SERVICE AS THE DNA OF THE BUSINESS . GENESIS - ACMS
natek7474@gmail.com natek7474@gmail.com 84 Nathan Ronen
What are your pickles? We are going to see a short movie ( 27
minutes) about Service. There are 4 points in the film : 1.
Service- make serving others your top priority 2. Attitude- you are
in show business , play the part! 3. Consistency- set high
standards of service and stick to them 4. Team work look for ways
to make each other look good. GENESIS - ACMS natek7474@gmail.com
natek7474@gmail.com 85 Nathan Ronen
Please form small groups. Each group must find your special
pickles for your customers ( internal customers as well ) in the 4
points that are mentioned in the movie. Home work: Please bring for
tomorrow 2-3 scenes you had with difficult customers that we can
train each other. Nathan Ronen-Genesis Consulting - Ronen-
natek7474@gmail.com natek7474@gmail.com 86 ACMS
See you tomorrow Nathan Ronen-Genesis Consulting - Ronen-
natek7474@gmail.com natek7474@gmail.com 87 ACMS