customer services training usaid
TRANSCRIPT
Customer Services Management 1
Customer Services Management 2
1. Understanding • Conceptual clarification of Customer Service
2. Why It is Important?• Business loss of unsatisfied customer
3. Job Compatibility• Personality traits & skills required for CS Job
4. Customers Dealing • How to deal angry customers• How to address complaint before it becomes grievance
5. Do’s and Don’t of Good Customer Service
Program Outline:
Customer Services Management 3
• Recipient of goods, services or idea from a person, shop or business
• A person of a specified kind with whom one has to deal
Who is Customer:
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Service is…………………:• The Action of helping or doing work for
someone
• An intangible commodity equally or sometimes more important than product or service itself
Customer Services Management 5
We are all customer to each other
Dependence
Independence
Inter dependence
Customer Services Management 6
EXPECTED
DESIRED
SURPRIZING
UNBELIEVABLECustomer
Client
Supporter
Advocate
Ladder of Customer Service:
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Customer Services
Product Packaging Quality Cost Delivery
SatisfactionAttentivenessHelpfulnessSensitivityToneAttitudeKnowledgeUnderstandingGuidance
Tangible Dimension
Intangible Dimension
Procedural
Personal
Dimensions of Customer Service:
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Question??
Is Customer Service name of a Department?
NOIts everyone’s Job
Customer Services Management 9
Question??
Do you think customer is an interruption in your job?
NOThat is the reason you have job
Customer Services Management 10
• Loss of Customer• Loss of Business• Loss of Repo• Increase in Expense
Consequences of bad Customer Services:
Customer Service Share Experience
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Do you have that it takes?
Do you genuinely enjoy working with and for other people?
Are you a good Listener?
Do you respect yourself and want to be treated in same way?
Do you allow customers to be right (even on the occasions when they are not)?
Do you have a positive attitude and a cheerful outlook?
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Words7%
Voice38%
Gestures55%
Communication
Tone Clarity of VoiceVerbal Expressiveness
Facial ExpressionsAttentivenessPosture / Body LanguageEye ContactMood
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What you should know?
Customer Service Person
Know Your Organization
Know Your Product/Service
Know Your Customer
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To Feel Welcome
To Feel Comfortable
To Be Understood
To Feel Appreciated
To Feel Important
To Be Respected
Customer Needs
Use an enthusiastic greeting, smile, use the customer’s name, thank the customer
Listen actively, paraphrase, ask key question, give positive feedback, empathize
Use an enthusiastic welcome, relieve anxiety through communication
To Feel Appreciated
To Feel Important
To Be Respected
Thank customer, follow up, go beyond service expectation
Use the customer’s name, give special treatment ,
Listen, don’t interrupt, acknowledge concerns, take time to serve, ask advice,
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Respect
Empathy
Break the Egg
Listen
Avoid Blame
Resolve Problem
Dealing Difficult
Customers
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Break the Egg?
Dealing Angry Customer
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1. “I can see why you feel that way”2. “I see what you mean”3. “That must be very upsetting”4. “I understand how frustrating this must
be”5. “I’m sorry about this”6. Always express you’re sorry
Use Empathy?
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1. You don’t understand.2. I don’t know. 3. I can’t…4. You don’t see my point. 5. Hold on (or hang on) a second. 6. Our policy says (or prohibits)…7. That’s not my job/responsibility.8. You must/should…9. You’ll have to…10. What you need to do is…11. What’s your problem?12. Why don’t you…?13. I never said…
1. Please.2. Thank you.3. I can/will…4. How may I help?5. I was wrong.6. You’re right.7. I understand how you feel.8. May I …? / Could we try …?9. Have you considered …10. I’m sorry for …11. It’s my/our fault.12. What do you think?13. Would you mind?
Do’s & Don’t of Customer Service:
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1. Appropriate Attire1. Formal dress shirt and pant with tie 2. Elegant seasonal dress for females
2. No use of cell phone3. No inter discussion while customer is around4. No interruption when CSO is engaged with customer5. No food in duty hours6. Greeting to customer is mandatory7. No personal visitors8. Smile is contagious…..spread it
Code of Conduct:
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Thank You Serving is not
about job, its about
humanity