customer service level two

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Post on 12-Nov-2014

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Hello viewers, this presentation covers key attributes that makes one successful in delivering good customer service. I have named it as advanced because there is a basic presentation that I use to set a firm ground and then transition into this. Most of the data here is not my proprietary but has been looked up on various internet search engines. Hope you find this interesting.

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  • 1. Customer Service Level II Advanced
  • 2. What customers want List a few points that you want as a customer. The good news is that our customers dont want anything besides what we want as a customer. Hence: Our prime focus should be at Customer Satisfaction
  • 3. Lets review the 10 Commandments... Customer is always right Even if they are wrong yes the are. However, we cant just tell them that. Need now is to Educate the customer on what's right and what's wrong.
  • 4. Know who is boss You are in business to service customer needs, and you can only do that if you know what it is your customers want. When you truly listen to your customers, they let you know what they want and how you can provide good service. Never forget that the customer pays our salary and makes your job possible.
  • 5. Be a good listener Take the time to identify customer needs by asking questions and concentrating on what the customer is really saying. Listen to their words, tone of voice, body language, and most importantly, how they feel. Beware of making assumptions - thinking you intuitively know what the customer wants. Effective listening and undivided attention are particularly important on the show floor where there is a great danger of preoccupation.
  • 6. Identify and anticipate needs Customers don't buy products or services. They buy good feelings and solutions to problems. Most customer needs are emotional rather than logical. The more you know your customers, the better you become at anticipating their needs. Communicate regularly so that you are aware of problems or upcoming needs.
  • 7. Make customers feel important and appreciated Treat them as individuals. Always use their name and find ways to compliment them, but be sincere. People value sincerity. It creates good feeling and trust. Think about ways to generate good feelings about doing business with you. Customers are very sensitive and know whether or not you really care about them. Thank them every time you get a chance on the show floor be sure that your body language conveys sincerity. Your words and actions should be congruent.
  • 8. Help customers understand your systems Your organization may have the world's best systems for getting things done, but if customers don't understand them, they can get confused, impatient and angry. Take time to explain how your systems work and how they simplify transactions. Be careful that your systems don't reduce the human element of your organization.
  • 9. Appreciate the power of "Yes" Always look for ways to help your customers. When they have a request (as long as it is reasonable) tell them that you can do it. Figure out how afterwards. Look for ways to make doing business with you easy. Always do what you say you are going to do.
  • 10. Know how to apologize When something goes wrong, apologize. It's easy and customers like it. The customer may not always be right, but the customer must always win. Deal with problems immediately and let customers know what you have done. Make it simple for customers to complain. Value their complaints. As much as we dislike it, it gives us an opportunity to improve. Even if customers are having a bad day, go out of your way to make them feel comfortable.
  • 11. Give more than expected Since the future of all companies lies in keeping customers happy, think of ways to elevate yourself above the competition. Consider the following: What can you give customers that they cannot get elsewhere? What can you do to follow-up and thank people even when they don't bother? What can you give a customer that is totally unexpected?
  • 12. Get regular feedback Encourage and welcome suggestions about how you could improve. There are several ways in which you can find out what customers think and feel about your services. Listen carefully to what they say.
  • 13. Moment of truth (MOT) Definition: In customer service, instance of contact or interaction between a customer and a firm (through a product, sales force, or visit) that gives the customer an opportunity to form (or change) an impression about the firm. Stimulus First MOT Second MOT Infinite MOT
  • 14. Which MOT is important? First Second Infinite Not all customer interactions are important . Some of them are more important than others. These are the Moments of TRUTH
  • 15. Creating Excellent MOT always!!! Excellent MOT Customers point of view Personal/ Procedural Dimension Focus and Empathy
  • 16. Empathy Understanding another person's feelings by remembering or imagining being in a similar situation. Historically, empathy was known as "bedside manner," a quality considered innate and impossible to acquire either you were born with it or you weren't. More recently, greater emphasis has been placed on empathy as a communication tool of substantial importance, and many experts now agree that empathy and empathetic communication are teachable, learnable skills.
  • 17. Practical Empathetic Communication Recognizing presence of strong feeling (ie, fear, anger, grief, disappointment) Pausing to imagine how the customer might be feeling Stating our perception of the customers feeling (ie, "I can imagine that must be ..." or "It sounds like you're upset about ...") Legitimizing that feeling Respecting the customers effort to cope with the predicament Offering support and partnership (ie, "I'm committed to work with you to ..." or "Let's see what we can do together to ...")
  • 18. Lets play a game Come to my desk with pen and notepad Pick up a chit from my desk Write it in your notepad Now you have 5 seconds to come up with an empathetic response
  • 19. Rapport building Rapport is a state of harmonious understanding with another individual or group that enables greater and easier communication. In other words rapport is getting on well with another person, or group of people, by having things in common, this makes the communication process easier and usually more effective.
  • 20. Rapport building - Break the Ice When meeting somebody for the first time some simple tips will help you reduce the tension in the situation enabling both parties to feel more relaxed and thus communicate more effectively: Use non-threatening and safe topics for initial small talk Listen to what the other person is saying and look for shared experiences or circumstances Try to inject an element of humor Positive body language Empathy
  • 21. A scenario You are on vacation and taking a leisurely lunch in a restaurant you are quite obviously a tourist. You have placed your order and have been served drinks. You have been waiting for 15 minutes for your food to arrive but can see the restaurant is busy; you are in no particular hurry.
  • 22. What happens next will change how you view your experience of the restaurant: Nothing much happens; the waitress comes by to say shes sorry that the food is taking a long time and how they are short-staffed in the kitchen today. Eventually your food arrives and is good. You wait another 10 minutes before attracting the waitresss attention to ask how much longer your lunch will be, she shrugs and goes to the kitchen to find out. Eventually your food is served but there is no apology for the wait. The waitress knows youve been waiting and comes over to explain that the restaurant is busier than expected and apologizes. She offers you another round of drinks on the house and reassures you that food will be served soon.
  • 23. Dealing with Customer Dissatisfaction Negative personality traits of customers can bring down your level of service. Three approaches to dealing with dissatisfaction are: a. dealing with complaints and anger b. involving customer in problem resolution c. handling an unreasonable request
  • 24. Dealing with Customer Complaints/ Anger Acknowledge the customers point of view. Avoid placing blame on the customer. Use magic words to defuse anger (I understand, I agree, Im so