C1 Customer service
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Transcript of C1 Customer service
Customer Delight
Understand the importance of Customer & Customer
Service
Identify Internal & External customers
Understand Moment of Truth & Service-Profit Chain
Understand & create Customer Delight
Practice complaint handling skills
Tips to practice & demonstrate good customer service
Share an experience of Good Customer Service
Share an experience of Bad Customer Service
• The most important person in any business.
• Is not dependent on us. We are dependent on them.
• Is not an interruption of our work, but the purpose of
it.
• Is part of our business – not an outsider.
• Does us a favor when they come in. We aren’t doing
them a favor by serving them.
• A customer is not just money in the cash
register. They are human beings with feelings
and deserve to be treated with respect.
• Is a person who comes to us with their needs
and wants. It is our job to fill them.
• Deserves the most courteous attention we can
give them. They are the lifeblood of every
business.
The Customer is the business’ biggest asset
The Customer pays all our salaries wages and bonuses
The customer will go where he/she receives the best attention
There is no profit, no growth, no jobs without the customer
Hence, You must be your customers’ best choice!
• A typical dissatisfied customer will tell 8-10
people about their problem.
• 7 out of 10 complaining customers will do
business with you again if you resolve the
complaint in their favor.
• If you resolve a complaint on the spot, 95% will
do business again.
9%9%
13%
69%
Others
Product Dissatisfaction
Better Prices Elsewhere
Poor Service
Accuracy Friendliness Timeliness Efficiency Courtesy Honesty
Any or all interactions which the customer has with your organization while conducting business
It is the ability to provide a service or product in the way it has been promised
It is also about treating customers with respect, individuality, and personal attention
Customer Service
G – Greet the customer
U – Understand customer needs
E – Explain features and benefits
S – Suggest additional items
T – Thank the customer
Good, Bad, & Excellent Service
Good service is when the customer getstreatment that meets his/her expectations.
Customer Expectation
What Customer receives
Bad Service is when customer gets treatmentwhich is less than his/her expectations
Customer Expectation
What Customer receives
When the customer gets a little more than whathe/she expected, Good Service becomes
Excellent Service
Customer Expectation
What Customer receives
+
Internal Customers
External Customers
An individual or a group of people you may
Interact / serve within the organization
Eg: IT, Cafeteria, Logistics, HR, Facilities, Housekeeping
Someone who comes to your organizationfor products or services – the end
customer
These customers depend on the timelines,quality, and accuracy of your
organization’swork.
Any point in interaction during which theCustomer has an opportunity to form anImpression (negative or positive) about
theCompany through its services
When a moment of Truth for a customer has been a negative experience, it becomes a Moment of Misery
On the other hand, when the interaction has been extremely positive, it becomes a Moment of Magic for the customer
Good Service – SatisfiedCustomersHigher Sales
High Revenue/More profits
Higher Incentives/Bonus toEmployees
Service-oriented employees
Exceeding customers’ expectation is delighting customers
The customer reacts with a “wow” in return for the product/service
Every interaction with the customer has an opportunity to create delight
The challenge is to consistently maintain the delight factor
Appreciate/Thank the customer for sharing the complaint
Apologize for the error / mistake / inconvenience
Listen actively and nod from time to time showing interest
Show Empathy – Put yourself in the customer’s place
Resolve, if it is within your control. If not, bring it to the notice of your supervisors
If not solved immediately, take down the customer’s details (name, telephone number, address) to contact with the solution
Do follow up till the customer is satisfied
REMEMBER: Don’t take customers’ complaints personally
A slight mistake has made this customer
Mad.
How to handle? Let the customer finish talking.
Don’t interrupt. Use the pressure cooker method
Be firm and polite or else they may not be happy
The customer who wants more than you
can offer. They are not easily satisfied.
How to Handle? Be firm yet polite Be professional Avoid being too docile but not rude
The Customer who listens to you. Is quitemeek and extra polite. Will sound
apologeticwhen complain.
How to handle? Listen carefully what they have to say Sound professional and don’t brush them
aside Gain their confidence
BUT
Smile Make yourself presentable/well groomed Greet each customer as he/she enters your
service area Smile Make any eye contact when speaking to
customers Be a good listener and show interest in what the
customer is saying Don’t chat with other staff when customers are
around Smile
Identify & anticipate needs – Customers don’t just buy products/service; they buy good feelings & solutions
Make customers feel important & appreciated
Avoid rushing or doing too many things at once
Smile Apologize when something goes wrong Service a little more than they expect Use positive verbal & body language Smile