Post on 24-Jun-2015
description
Power Source Success Academy
Developing Excellent
Customer Service
Power Source Success Academy
Objectives:• To develop a deeper understanding of customer service, its nature and its impact on business processes.• To discover and apply through experiential learning various communication skill sets to deliver excellent customer service in the workplace.
Power Source Success Academy
Power Source Success Academy
8CustomerService
MYTHS
Power Source Success Academy
Power Source Success Academy
Customer Service
-Customers
-Buyers
-provision of service
-series of activities
-degree of assistance
-interactions
-processes
-courtesy, advice
-Company
-Business
-Provider of product or service.
Power Source Success Academy
Service is Intangible!• It deals with the Human
Side of the organization.
• It involves human perceptions; their feelings and emotions, their understanding and behavior.
Power Source Success Academy
Two Dimensions of Customer Service:
Procedural Dimension:
Established systems or procedures to deliver products or services
Personal Dimension: How the service providers
interact with the customers.
Power Source Success Academy
Pers
onal
Dim
ensi
on
Procedural Dimension
The FREEZER“We Don’t Care”
The FRIENDLY ZOO“We are trying hard, but we
really don’t know what we are doing”
The FACTORY“You are a number, we are here
to process you”
QUALITY CUSTOMER SERVICE!
“We care. We listen. We deliver”
Power Source Success Academy
Service Winners:• Those with positive attitude and cheerful outlook.
• Those who genuinely enjoy working with and for other people.
• Those with the ability to put the customer on “center stage”.
• Those who view their job as a Human Relations Profession.• Those who can allow customers to be right
(even if sometimes they are not)
Power Source Success Academy
5 Elements of Quality Service• Trust• Responsiven
ess• Empathy• Assurance• Tangibles
Power Source Success Academy
8RULES forGoodCustomerService
Power Source Success Academy
Quality Customer Service
Skills
Power Source Success Academy
WHAT DO YOU NEED TO KNOW?
Know your organization
Know your Product or
Service
Know your Customer
Power Source Success Academy
15
COMMUNICATION
VERBAL NON-VERBAL
7% 93%
Power Source Success Academy
Excellent Verbal Communication Skills
Excellent Non-Verbal Communication Skills
Excellent Listening Skills
Better and more
productive relationships
Power Source Success Academy
Service Breakdown:Occurs whenever a product or service fails to meet the customer’s expectations
Power Source Success Academy
Service Recovery Strategy:
Power Source Success Academy
Roadblock to Service Recovery:
Power Source Success Academy
Dealing with difficult customers:
Power Source Success Academy
15 Quality Customer Service Skills That Matter
Power Source Success Academy
Customer Service is not a department;It is everyone’s job!
Power Source Success Academy
Your most unhappy customer is your greatest source of learning. –Bill Gates.
Power Source Success Academy
Kind words can be short and easy to speak, but their echoes are truly endless. –Mother Theresa
Power Source Success Academy
Thank You!