Customer Service & Our Behaviour
-
date post
19-Oct-2014 -
Category
Business
-
view
6.387 -
download
2
description
Transcript of Customer Service & Our Behaviour
Customer Service & Our Behavior
A WORKSHOP TO ACHIEVE CUSTOMER DELIGHT
CHARACTERISTICS OF CHARACTERISTICS OF SERVICESSERVICES
IntangibilityIntangibilityInseparabilityInseparabilityHeterogeneityHeterogeneityPerishabilityPerishabilityOwnershipOwnership
SERVICE v/s SERVICESSERVICE v/s SERVICES
•ServicesServices are things you do for are things you do for your customersyour customers•Service Service is how well an organization is how well an organization
does what it does.does what it does.
SERVICES MARKETING MIX :SERVICES MARKETING MIX :BEYOND THE FOUR P’sBEYOND THE FOUR P’s
ProductPricePromotionPlacePeople in ServicesPhysical Evidence in
ServicesProcess in Services
STEPS IN SKILL LEARNINGSTEPS IN SKILL LEARNING
STAGE 1STAGE 1
UNCONSCIOUSUNCONSCIOUS INCOMPETENCEINCOMPETENCE
STAGE 2STAGE 2
CONSCIOUS CONSCIOUS INCOMPETENCEINCOMPETENCE
STAGE 3STAGE 3
CONSCIOUS CONSCIOUS COMPETENCECOMPETENCE
STAGE 4STAGE 4
UNCONSCIOUSUNCONSCIOUS COMPETENCECOMPETENCE
WHAT IS CUSTOMER SERVICE ?WHAT IS CUSTOMER SERVICE ?
Putting people behind products Putting people behind products and servicesand services
Treating customers with Treating customers with respect, individuality and respect, individuality and personal attentionpersonal attention
TWO TYPES OF ORGANISATIONSTWO TYPES OF ORGANISATIONS
• The In - focussed CompanyThe In - focussed Company
• The Customer focussed CompanyThe Customer focussed Company
OBSESSION WITH CUSTOMEROBSESSION WITH CUSTOMER
The The CustomerCustomer is the business’s is the business’s biggest assetbiggest asset
The The CustomerCustomer pays all salaries, wages pays all salaries, wages and dividendsand dividends
The The CustomerCustomer will go where s/he will go where s/he receives the best attentionreceives the best attention
You must be your You must be your customer’scustomer’s best best choicechoice !
WHO IS OUR CUSTOMER ?WHO IS OUR CUSTOMER ?
Not necessarily those who pay but
All those whom we serve Paying Customer Boss Colleagues Subordinates Wife Children Parents Relative Neighbours Environment Fellow Human Beings
GOLDEN RULES
Ask not what the customer will do for you !Assume not what the customer expects
from you !Find out the customer’s expectation and
meet it.
WE ARE BORN TO SERVE OTHERSWE ARE BORN TO SERVE OTHERS
““SURVIVAL OF THE USEFUL”SURVIVAL OF THE USEFUL”
THE SPIRIT OF SERVICETHE SPIRIT OF SERVICE
Attitude is based on certain Attitude is based on certain values & beliefs about people, values & beliefs about people,
life and work, that leads a life and work, that leads a person to willingly serve others person to willingly serve others
and take pride in his or her and take pride in his or her work.work.
WHAT SHAPE CUSTOMER’S WHAT SHAPE CUSTOMER’S DECISION TO BUYDECISION TO BUY
People’s skillsProductPresentationProcess
SIX BASIC SIX BASIC CUSTOMER NEEDSCUSTOMER NEEDS
FriendlinessUnderstandingFairnessControlOptions & AlternativesInformation
BAD SERVICE v/s GOOD SERVICEBAD SERVICE v/s GOOD SERVICE
My Treatment
When
My Expectations
Is less Than
This = BadService
GOOD SERVICE IS GIVING CUSTOMERS A GOOD SERVICE IS GIVING CUSTOMERS A LITTLE MORELITTLE MORE
THAN WHAT THEY EXPECTTHAN WHAT THEY EXPECT
When
My Treatment
exceeds
My Expectations This = Good Service
HOW CUSTOMERS DEVELOP HOW CUSTOMERS DEVELOP EXPECTATIONS ?EXPECTATIONS ?
Marketing communication Marketing communication channelschannels
Word of mouthWord of mouthPrevious experience with the Previous experience with the
Organisation / EmployeeOrganisation / EmployeePrevious experiences with Previous experiences with
similar Organisationssimilar Organisations
EXCELLENT SERVICEEXCELLENT SERVICEExcellent Service =Excellent Service =EnjoyingEnjoyingGiving people Giving people little morelittle more than they than they
expectexpectThe best service companies have a passion The best service companies have a passion
for service excellence !for service excellence !Providers of service excellence do it with Providers of service excellence do it with
energy and enthusiasm !energy and enthusiasm !Excellent service is a win/win/win Excellent service is a win/win/win
experience !experience !In today’s competitive market place the In today’s competitive market place the
customer decides who wins and who loses.customer decides who wins and who loses.
LEVELS OFLEVELS OFCUSTOMER SERVICECUSTOMER SERVICE
Rigid ServiceRigid ServiceSafe ServiceSafe Service
Progressive ServiceProgressive ServiceIndulgentIndulgent Service Service
CUSTOMER CARECUSTOMER CARE It is not enough just to give It is not enough just to give
good servicegood service
The Customer must perceive The Customer must perceive the fact that he is getting good the fact that he is getting good serviceservice
HANDLING CUSTOMER HANDLING CUSTOMER COMPLAINTSCOMPLAINTS
Doing thejob right the firsttime
EffectiveComplaintHandling
+
IncreasedCustomer
satisfaction& brandloyalty
=
IMPORTANCE OF COMPLAINTSIMPORTANCE OF COMPLAINTS
Gives us another chance to improve Gives us another chance to improve our serviceour service
SOURCES OF CUSTOMER SOURCES OF CUSTOMER COMPLAINTSCOMPLAINTS
Delivery problems Installation problems Lack of information on product use Problems with enforcement of
warranties Lack of knowledge of the sales person Indifferent attitude of the personnel
FEW ESSENTIALS
STATE OF MINDPOSITIVE ATTITUDEABILITY TO
MANAGE YOURSELFCOMMUNICATION
SKILLSENTHUSIASMSELF ESTEEM & ASSERTIVENESS
TRANSACTIONAL TRANSACTIONAL ANALYSISANALYSIS
TA is a method of studying communication
TA is very effective in analysing audience psychology
DIFFERENT EGO STATESDIFFERENT EGO STATES
Child Ego StateChild Ego State
Free ChildFree Child Adaptive Adaptive ChildChild
Little ProfessorLittle Professor
DIFFERENT EGO STATESDIFFERENT EGO STATES Parent Ego StateParent Ego State
Critical ParentCritical ParentLaying down
rulesLecturingHiding behind
regulationsRefusing to
negotiate or compromise
Nurturing ParentNurturing ParentCaringConcernedEncouragingSupportiveWarm &
Affectionate
DIFFERENT EGO STATESDIFFERENT EGO STATES Adult Ego State Adult Ego State
ReasonableCalmThoughtfulClear thinkingNegotiatingNot bullyingNot caving inNot steamrolling others Self-evaluating
EGO STRUCTURE
P
A
C
TYPES OF TRANSACTIONSTYPES OF TRANSACTIONS
ParallelParallel
CrossedCrossed
UlteriorUlterior
PARALLEL TRANSACTIONS
P
A
C
P
A
C
CROSSED TRANSACTIONS
P
A
C
P
A
C
ULTERIOR TRANSACTIONS
P
A
C
P
A
C
SUPERIORITY COMPLEXSUPERIORITY COMPLEX
I’M OKAYI’M OKAY
YOU’RE NOT OKAYYOU’RE NOT OKAY
INFERIORITY COMPLEXINFERIORITY COMPLEX
I’M NOT OKAYI’M NOT OKAY
YOU’RE OKAYYOU’RE OKAY
NEGATIVE ATTITUDENEGATIVE ATTITUDE
I’M NOT OKAYI’M NOT OKAYYOU’RE NOT OKAYYOU’RE NOT OKAY
POSITIVE ATTITUDEPOSITIVE ATTITUDE
I’M OKAYI’M OKAYYOU’RE OKAYYOU’RE OKAY
A POSITIVE ATTITUDE MAKES A POSITIVE ATTITUDE MAKES A DIFFERENCEA DIFFERENCE
Always be positive and enthusiasticSmile, be friendly and positiveTry to meet a customer’s reasonable
requestCustomer doesn’t care if you are having a
bad dayYou should leave your problems at homeCustomers expect to get what they pay forYour good attitude will make work
enjoyable for you and your customers
POSITIVE ATTITUDE
What is Attitude?Attitude is the way we look at things.
Two types of AttitudesPositive
Negative
The foundation of your success is positive Attitude.
FACTORS THAT DETERMINE OUR ATTITUDE
ENVIRONMENTHome, School, Work,
Television, Newspapers, Magazines, Books, Cultural & Religious background, Traditions & Beliefs, Social environment.
EXPERIENCESOur behavior changes
according to our experiences with people and events in our life.
EDUCATIONFormal & Informal
COMMUNICATION SKILLSCOMMUNICATION SKILLS
Effective rules for effective communication :
Speak the same languageMake sure every word is heard
clearlyRepeat important information
VERBAL COMMUNICATIONVERBAL COMMUNICATION
Rate of speechRate of speech
VolumeVolume
ModulationModulation
PronunciationPronunciation
NON-VERBAL NON-VERBAL COMMUNICATIONCOMMUNICATION
PosturesPostures
GesturesGestures
MovementsMovements
Eye ContactEye Contact
ACTIVE LISTENING
•Quiten your own mind•Control the environment•Use positive nonverbal signals•Use positive verbal signals•Use pauses•Summarize•Avoid unhelpful behaviors•Listen carefully to what is being said
SELF-ESTEEM
Self-esteem is the way we feel about ourselves.
When we feel good about ourselves:Our performance goes upOur relationships improve - at home & outsideThe whole world looks nicerThere is a direct co-relation between feeling and behavior.
SIGNS OF SELF-ESTEEM
A person with self-esteem:
Pushes on, in spite of setbacks and obstacles in his pathAdjusts easily to whatever isKnows how to relaxTrusts others - others find him trustworthyHelps others without hesitationAppreciates whatever good is there in others
LOOK IN THE MIRROR
What do you see of yourself?Do you look confident?Do you look healthy?Do you have a pleasing personality?
Are you happy with your self image?
ASSERTIVENESS
WHAT IS ASSERTIVENESS?
The ability to speak up and be taken seriously, and to do it without damaging the rights of others.
AGGRESSIVE ASSERTIVE NON-ASSERTIVE
IMPORTANCE OF ASSERTIVENESS
•Assertive people are much more likely to get more of what they want.
•Assertive people feel good about themselves and their behavior.
BENEFITS OF BEING ASSERTIVE
•You will manage your time and stress levels more effectively by setting realistic limits.•You can influence others by stating your preferences and opinions clearly and in an appropriately, easily-heard way.•You will learn more quickly what others think or would prefer.•You will deal with problems more easily.
WHEN TO SAY NO !WHEN TO SAY NO !
Government rules and regulationsGovernment rules and regulations Company policies and proceduresCompany policies and procedures Out of stock Out of stock Just not possibleJust not possible
DEFINITION:Divine transport - intense emotion which leadsto joyous action
Enthusiasm is the best communication tool:
•Enthusiasm liberates•Enthusiasm provides energy•Enthusiasm is contagious•Enthusiasm is a skill and not a GIFT
ENTHUSIASM
LOOK GOOD
•90% of us make decisions about others in a few minutes.•Over 50% of our personal impact is through our appearance, our body language and facial expressions.
MANAGING YOURSELFMANAGING YOURSELF Do not return anger for anger Avoid fuelling the anger Keep control of the situation Be quiet and listen Don’t make excuses Recognise the customer’s feelings Probe Solve problem Soothe problem Apologise whenever required
YOU ARE A WINNER•YOU ARE
PROGRAMMED BY GOD & NATURE TO
BE SOMEONE
•YOU ARE TODAY THE RESULT OF WHAT YOU HAVE
THOUGHT YOURSELF INTO
BECOMING
QUALITYQUALITY
Quality of a product or service is Quality of a product or service is what the customer feels it is.what the customer feels it is.
Customer judges quality onCustomer judges quality on : ResponsivenessResponsiveness CompetenceCompetence CourteousnessCourteousness SensitivitySensitivity ConsistencyConsistency
THE FIRST 4 & THE FIRST 4 & THE LAST 2 MINUTESTHE LAST 2 MINUTES
How to maximise :How to maximise :Avoid ritual or routine activity or Avoid ritual or routine activity or
standard phrasesstandard phrasesSmile - even if it is on the telephoneSmile - even if it is on the telephoneAvoid moans, groans and negative Avoid moans, groans and negative
comments, about self, weather, work, comments, about self, weather, work, another person, etc.another person, etc.
Deal with customers in turn, make every Deal with customers in turn, make every customer your favouritecustomer your favourite
Avoid rushing or doing too many things Avoid rushing or doing too many things at onceat once
Get the Customer’s name as soon Get the Customer’s name as soon as possible and use itas possible and use it
Look at people. Take an interest Look at people. Take an interest in them. Pay attention to how in them. Pay attention to how they are, what they are, what they they are, what they are, what they are doing and sayingare doing and saying
Don’t chat to other staff when Don’t chat to other staff when customers are aboutcustomers are about
Greet them with enthusiasm and Greet them with enthusiasm and look for positive, genuine things look for positive, genuine things to say about themto say about them
THE FIRST 4 & THE FIRST 4 & THE LAST 2 MINUTESTHE LAST 2 MINUTES
THE FIRST 4 & THE FIRST 4 & THE LAST 2 MINUTESTHE LAST 2 MINUTES
Assess what kind of help they Assess what kind of help they want :want :To be left aloneTo be left aloneTo be approachedTo be approachedTo be chatted toTo be chatted toTo be direct withTo be direct with
Have something positive to say Have something positive to say when you or they leavewhen you or they leave
Get a definite closure, don’t let Get a definite closure, don’t let it just ebb awayit just ebb away
QUALITY OF EXPERIENCES QUALITY OF EXPERIENCES AFFECTS CUSTOMER PERCEPTIONSAFFECTS CUSTOMER PERCEPTIONS
Define the Customer’s ‘Moments of Truth’Define the Customer’s ‘Moments of Truth’
Moments of MagicMoments of MagicMoments of MiseryMoments of Misery
MOMENTS OF TRUTHMOMENTS OF TRUTH
When what is communicated at When what is communicated at Moments of Truth is that :Moments of Truth is that :
The Customer is The Customer is RespectedRespected
And And UnderstoodUnderstood
And treated And treated Genuinely,Genuinely,
The foundations are laid for The foundations are laid for
Quality ServiceQuality Service
CUSTOMER LOYALTYCUSTOMER LOYALTYA Customer is loyal when over time, he has A Customer is loyal when over time, he has
received consistent, prompt, and courteous received consistent, prompt, and courteous service and productsservice and products
Customer loyalty is encouraged by four Customer loyalty is encouraged by four principles :principles :
Good products at fair pricesGood products at fair prices EffortEffort ConsistencyConsistency Attention to ‘little’ thingsAttention to ‘little’ things
SERVICE v/s SERVICESSERVICE v/s SERVICES
•ServicesServices are things you do for are things you do for your customersyour customers•Service Service is how well an organization is how well an organization
does what it does.does what it does.
EXPECTATIONS & EXPECTATIONS & PERCEIVED VALUEPERCEIVED VALUE
PERCEIVED VALUE PERCEIVED VALUE = =
SERVICES x SERVICES x SERVICESERVICE-------------------------------------------------------------- PRICEPRICE
SERVICE VISION
IT’S COMFORTABLE
IT’S MAGICAL
IT’S MY STORE
YOU ARE ON STAGEYOU ARE ON STAGEWhen you’re serving a customer,When you’re serving a customer,
you’re on stageyou’re on stage
Are you dressed for the part ?Are you dressed for the part ?
Do you know your lines ?Do you know your lines ?
Do you understand the play ?Do you understand the play ?
Any Questions?
Thanks for being with us here today…….Rohit Joshi