PROFESSIONAL EMPLOYERS PRIVATE LIMITED

PROFESSIONAL EMPLOYERS PRIVATE LIMITED

MODULE: Sizzling Customer Service

SLIDES: 13

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WHAT ARE YOUR BUSINESS OBJECTIVES?

Profits? Increase in Stockholders’ Wealth? Greater Market Share? Optimal Utilization of Resources? A Socially Responsible Organization? Customer Satisfaction? Employees’ Wellbeing & Welfare? Adherence to Rules and Regulations & Law? Providing ‘Win / Win’ Deals to Everyone Involved?

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WHAT ARE YOUR OBJECTIVES?

Cause & Effect Primary Objectives Secondary Objectives

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BASIC QUESTIONS?

What is Your Business?

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WHAT IS THE BUSINESS OF

Kodak? Black & Decker? Marriott Hotels? Fair and Lovely? Decent Balloons? Citibank?

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“What Customers Want When They Buy ¼ Inch Drills is ¼ Inch Holes”

Theodore Levitt

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BASIC QUESTION?

Who is Your Customer?

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ARE ANY OF THESE YOUR CUSTOMERS?

Your Prospects?Your Lost Customers?Your Current Customers?Your Competitors’ Customers?

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This World is Swarming With CUSTOMERS

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We have CUSTOMERS back at home too

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Everyone is spending someone else’s time, effort,

and / or money

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What all Customers want is ADDED VALUE

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ADDED VALUE

There are only Two Ways to give Added value Give the customer more than they think they are paying for, or To not charge them as much for what they are getting.

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EVERY ONE WANTS ADDED VALUE

Customers want good value as it pertains to other things but they want added-value for

themselves. Management wants added-value from their employees Employees want added-value from their management. More importantly, organization's potential and current customers want added-

value from both management and employees.

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How Good We Should Be To Our Customers?50%?75%?99%

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IF 99.9% IS GOOD ENOUGH, THEN…

2 million documents will be lost by the IRS this year. 12 babies will be given to the wrong parents each day. 18,322 pieces of mail will be mishandled in the next hour. 291 pacemaker operations will be performed incorrectly this year. 20,000 drug prescriptions will be filled incorrectly each year. 22,000 checks will be deducted from the wrong bank accounts each hour. 2 unsafe plane landings at Heathrow Airport each day.

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THE RECIPE FOR EXEMPLARY CUSTOMER CARE

Four Significant Areas: Quality Improvement Customer Relations Business Processes Communications

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IMPROVE YOUR QUALITY

Exceed Expectations Constantly Seek Improvements Remember Fundamentals – Avoid Easy Fixes Make Sure There Are No Excuses

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CAPTIVATE YOUR CUSTOMER RELATIONS

Listen To Your Customers Make It Easy To Complain Analyze and Respond to Complaints Make Customers Your Best Ambassadors Don’t Assume Niceness is Enough Don’t Take Your Relationships For Granted When You Lose a Customer, Find Out Why

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Customer Complaints Are Not Easy To Hear - But They Are Your Best Friends

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Customer Complaints Are Like Medicines - Nobody Likes them but they make us better

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LISTEN FOR DOLLARS – CUSTOMER COMPLAINTS CREATE PROFIT

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If we do not listen, rest assured, the financial statement will communicate the news

eventually.

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MAKE YOUR BUSINESS PROCESSES CUSTOMER FRIENDLY

Be Strategic Step Outside the Box Align the Objectives of Your Functions Concentrate on the Big Picture and Worry About Detail Concentrate on Detail and Worry About the Big Picture Observe the Writing on the Wall Be Part of the Solution, and Not the Problem

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MAKE YOUR BUSINESS PROCESSES CUSTOMER FRIENDLY

Deal With Problems Understand that People, not Processes, Deliver the Service Empower Your People Not To Have to Check with the Supervisor First Don’t pass the Buck Don’t Just Try to Do it. Do IT! Check, Don’t Assume You Did it Right

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CRYSTALLIZE YOUR COMMUNICATIONS

Be Accessible Make, Listen To, and Act on Suggestions Make the Smallest of Fragment of Service Count Listen Empathize Keep Your Promises Don’t Kill The Messenger

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"...it will not suffice to have customers that are merely satisfied. Satisfied customers switch, for no good reason, just to try something else. Why

not? Profit and growth come from customers that can boast about your product or service - the loyal customer. He requires no advertising or other persuasion, and he brings a friend along

with him."

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Trust is the Residue of Promises Fulfilled

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“Do All Little Things a Little Better”

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The5% who

complain to management

The 45% who Complain to

front-line Personnel

The 50% who encounter a problem,But do not complain

EMPOWERED

• Problems Solved Quickly

• Customer Loyalty Maintained

• Employee Pride & Morale Maintained

NOT EMPOWERED

• Problem solving requires manager

• Delays and Costs Increase

• Customer Loyalty affected

• Employee pride and morale impaired

EMPOWERMENT IMPACTS COMPLAINT HANDLING AND LOYALTY

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“Loyal relationships of the future are built by your actions today!”

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THREE SERVICE ENCOUNTERS

Service Encounters of the First Kind Service Encounters of the Second Kind Service Encounters of the Third Kind

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SERVICE ENCOUNTERS OF THE FIRST KIND

‘What do you want?’ "I want your product "X" by time and date "Y" at your listed price "Z".

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SERVICE ENCOUNTERS OF THE SECOND KIND

“What do you want and How do you want it?” "I want your product "X" by time and date "Y" at your listed price "Z". And I want it

special, I want it …my way.”

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SERVICE ENCOUNTERS OF THE THIRD KIND

‘ What do You Want to Become?’ “ As a matter of fact, I’m not sure. But can we discuss?”

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STRIKING A WIN-WIN DEAL

I Win / You Win

I Lose / You Win

I Win / You Lose

I Lose / You Lose

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Turn Customer Service Inside Out!

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When we think of customer service we think of staff serving customers over a

counter or over the phone. But customer service occurs within your organization as

well.

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How well is your staff serving its internal customers: other departments, its

management, vendors and consultants? Believe it or not, it all counts

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Poor Internal Customer Service Negatively Impacts External Customers

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While companies focus thousands of rupees on external customer service in hopes of

wooing and retaining customers, little attention is being paid to the effect poor

internal customer service has on customer satisfaction. It all starts within your

organization!

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What goes around usually comes around. Helping other departments succeed can

help yours too when the roles are reversed.

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Make sure your commitment to internal customer service matches your company's

external focus on customer care.

WALK YOUR SERVICE TALK

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TIP # ONE: TURNING CUSTOMER SERVICE INSIDE OUT

Never complain within earshot of customers. It gives them the impression your company isn't

well run, shaking their confidence in you.

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TIP # TWO: TURNING CUSTOMER SERVICE INSIDE OUT

Never complain to customers about other department's employees. Who wants to

patronize a company whose people don't get along with each other.

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TIP # THREE: TURNING CUSTOMER SERVICE INSIDE OUT

Employees at every level should strive to build bridges between departments. This can be done through cross

training, joint picnics, parties or offsite, or creative gatherings, as well as day-to-day niceties

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TIP # FOUR: TURNING CUSTOMER SERVICE INSIDE OUT

Utilize post-mortems after joint projects so everyone can learn from the experience. Fences can be mended and new understandings gleaned when everyone reviews

what went right...or wrong

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Tip # Five: Turning Customer Service Inside Out

Consider letting your employees become "Customer for a Day" to experience firsthand what your customers

experience when doing business with you.