doris grech "customer is not the enemy"

November 30, 2016.

HOW TO KEEP UP WITH KPIS, DO NOT BURN OUT AND STAY MOTIVATED

SUPNET:

THE CUSTOMER IS NOT THE ENEMY

Doris Grech3rd Line Support Manager.

2PARALLELS CONFIDENTIAL -- DO NOT DISTRIBUTE

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WHO’S YOUR CUSTOMER?

Lets first determine who are your customers .

Customers may fall into one of three customer groups: Existing Customers. Former Customers. Potential Customers.

The Customer has/will invest Time and Money i.e. they ARE interested in helping you make Product/ Service better!!

PARALLELS CONFIDENTIAL -- DO NOT DISTRIBUTE

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CUSTOMERS TICKETS/ ISSUE How do you look at customer’s tickets?

Is the customer really just complaining or are they exposing actual weaknesses of your products or services.

NOTE: if the weaknesses really are there – You are giving a competitive advantage to competitors!!

Lets look at tickets differently!!! Tickets are there to help Customers. Tickets will help you highlight weaknesses and address them… so

improving Service/ Product .


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CUSTOMER SERVICE

The basics of customer service and call centres: Minimise Queues: Long Waits (> 30 seconds = loss in

Value) Customer Satisfaction: Are customers really satisfied

with the level of support they are getting?

The goals of service excellence are: Customer friendly attitude. Technically proficient. Understanding of expectations


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CUSTOMER SATISFACTION SURVEYS

Measure the success, by gathering data objectively and consistently.

Distinguish between: Completely Satisfied Customer Satisfied Customer.

What is the customer looking for? Knowledgeable employees who can identify the customers’ true needs. First call resolution (no repeat issues). To be treated with respect and that they are truly valued. An employee who is truly trying to meet their needs. To be taken care of as quickly as possible.


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HANDLING DISSATISFIED CUSTOMERS


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HANDLING DISSATISFIED CUSTOMERS.

Even when excellent customer service is provided, there will still always be an upset customer.

Basics of handling dissatisfied customers: Just listen. Be sympathetic and empathetic. Let them know that you want to fix the problem

and make them happy. Document everything. Follow up with the customer.


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PHONE CALL HANDLING

There are a number of soft skills that should be used during every customer interaction.

Call Handling Do’s and Don’ts: DO speak clearly and slowly. DO use the customer’s name. DO listen clearly and limit distractions. DO always ask permission when placing a customer on hold. DO always thank the customer for holding. DO keep all conversations professional and not personal. DON'T talk with anything in your mouth.


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EMPOWER THE CUSTOMER.

Customers have a vested interest in your companies success.

Give the Customer the opportunity to contribute to your success.

Reward the Customer when they are helpful.

Appreciate Customer feedback (Good or Bad)

And Finally ………

DON’T TREAT YOUR CUSTOMERS LIKE THE ENEMY


doris grech "customer is not the enemy"

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