Customer service the basics
-
Upload
willie-johnson -
Category
Documents
-
view
447 -
download
0
description
Transcript of Customer service the basics
![Page 1: Customer service the basics](https://reader033.fdocuments.net/reader033/viewer/2022061206/548243d05906b5ce048b4625/html5/thumbnails/1.jpg)
“It’s an Attitude”
Facilitator: Willie JohnsonPerformance Improvement & Training Consultant
Customer Service
![Page 2: Customer service the basics](https://reader033.fdocuments.net/reader033/viewer/2022061206/548243d05906b5ce048b4625/html5/thumbnails/2.jpg)
Learning Objectives
• Emphasize importance of Attitude in CS
• Raise awareness of CS mistakes.
• CS Telephone Techniques
• How to handle the Irate Customer
![Page 3: Customer service the basics](https://reader033.fdocuments.net/reader033/viewer/2022061206/548243d05906b5ce048b4625/html5/thumbnails/3.jpg)
Service is the lifeblood of any organization. Everything flows from it and is nourished by it.
Customer service is not a department…it’s an attitude.
![Page 4: Customer service the basics](https://reader033.fdocuments.net/reader033/viewer/2022061206/548243d05906b5ce048b4625/html5/thumbnails/4.jpg)
Attitude – Attitude - Attitude
![Page 5: Customer service the basics](https://reader033.fdocuments.net/reader033/viewer/2022061206/548243d05906b5ce048b4625/html5/thumbnails/5.jpg)
Excellence
Many times the difference between failure and success is doing something
nearly right….or doing it exactly right.
![Page 6: Customer service the basics](https://reader033.fdocuments.net/reader033/viewer/2022061206/548243d05906b5ce048b4625/html5/thumbnails/6.jpg)
Avoid the Biggest Customer Service Mistakes
• Lack of urgency• Not listening• Asking closed ended
questions ( ??? )• Lack of concern• Letting your bad hair
day show• Poor follow-up
![Page 7: Customer service the basics](https://reader033.fdocuments.net/reader033/viewer/2022061206/548243d05906b5ce048b4625/html5/thumbnails/7.jpg)
Communicate with your customers as you would with your kids ! Keep it simple and make sure it is clear; then make sure they understand.
![Page 8: Customer service the basics](https://reader033.fdocuments.net/reader033/viewer/2022061206/548243d05906b5ce048b4625/html5/thumbnails/8.jpg)
Five (5) Things All Customers Want
• Communication• Accessibility• Knowledgeable
People• Reliability• Empathy
![Page 9: Customer service the basics](https://reader033.fdocuments.net/reader033/viewer/2022061206/548243d05906b5ce048b4625/html5/thumbnails/9.jpg)
Keys To Maintaining Superior Customer Relationships
• Getting closer to your customers and making it easier for them to do business
• Staying focused on your customers needs• Evaluating your customers• Asking for customer feedback• Letting customers know you appreciate their business• Remove “1” simple word:…. BUT• *Customers may always right; but you the
Customer Service Provider, make the difference!
![Page 10: Customer service the basics](https://reader033.fdocuments.net/reader033/viewer/2022061206/548243d05906b5ce048b4625/html5/thumbnails/10.jpg)
Do something to get excited about ?
Then let it show Then let it show
Share it with others
Share it with others
![Page 11: Customer service the basics](https://reader033.fdocuments.net/reader033/viewer/2022061206/548243d05906b5ce048b4625/html5/thumbnails/11.jpg)
If you want success, get in your customers’ faces and serve them to death.
Tom Peters
Do you think these guys are passionate about their job ?
![Page 12: Customer service the basics](https://reader033.fdocuments.net/reader033/viewer/2022061206/548243d05906b5ce048b4625/html5/thumbnails/12.jpg)
Customer Dislikes
![Page 13: Customer service the basics](https://reader033.fdocuments.net/reader033/viewer/2022061206/548243d05906b5ce048b4625/html5/thumbnails/13.jpg)
Your Friend – The Telephone!!
![Page 14: Customer service the basics](https://reader033.fdocuments.net/reader033/viewer/2022061206/548243d05906b5ce048b4625/html5/thumbnails/14.jpg)
Would you treat these people any differently on the phone if you could actually see them ??? If so, why ???
Guys: It might be Daisy Fuentes on the line !Girls: It might be Antonio Banderas calling !
![Page 15: Customer service the basics](https://reader033.fdocuments.net/reader033/viewer/2022061206/548243d05906b5ce048b4625/html5/thumbnails/15.jpg)
Telephone Techniques
• Why do people call?
• Your strategic tool kit ( V and VT )
• Goals of an effective greeting
• Managing the flow of the call
• Wrapping up the call
• Handling Customer Types (i.e. - Irate)
![Page 16: Customer service the basics](https://reader033.fdocuments.net/reader033/viewer/2022061206/548243d05906b5ce048b4625/html5/thumbnails/16.jpg)
The Expert/Walking Encyclopedia
They seem to know more than you do about your product and your company. They flood you with facts and stats.
Solution: Stroke their egos by complimenting them on their knowledge.
Then ask how you can help them.
![Page 17: Customer service the basics](https://reader033.fdocuments.net/reader033/viewer/2022061206/548243d05906b5ce048b4625/html5/thumbnails/17.jpg)
The TwisterThey somehow twist your words into
something you’re sure you didn’t say.
Solution: Keep it short and simple. Repeat yourself and use closed ended questions that require a simple yes or no answer.
![Page 18: Customer service the basics](https://reader033.fdocuments.net/reader033/viewer/2022061206/548243d05906b5ce048b4625/html5/thumbnails/18.jpg)
The InterrupterThey make you want to yell “shut up and
listen,” but you can’t.
Solution: Suggest that the best way for you to help them is for you to brief them first, assuring you’ll leave them plenty of time for any questions they may have.
![Page 19: Customer service the basics](https://reader033.fdocuments.net/reader033/viewer/2022061206/548243d05906b5ce048b4625/html5/thumbnails/19.jpg)
The AssumerThese customers are so quiet, you can’t tell
whether they are still on the phone
“When E.F. Hutton speaks, people listen……..”
Solution: To make sure they understand what you’re saying, pepper your conversation with lots of open ended questions.
![Page 20: Customer service the basics](https://reader033.fdocuments.net/reader033/viewer/2022061206/548243d05906b5ce048b4625/html5/thumbnails/20.jpg)
The “Irate” Customer
• Manage your stress• Let them tell story• Apply empathy and
ample reassurance• Render solution in the
form of an:– Answer
– Process
– Another Person
![Page 21: Customer service the basics](https://reader033.fdocuments.net/reader033/viewer/2022061206/548243d05906b5ce048b4625/html5/thumbnails/21.jpg)
Taking Care Of Customer Problems
• When customers bring problems to your attention, always thank them for addressing the problem with you and allowing you the opportunity to solve the problem.
• Apologize if service received was below standard….
• Remember - you are part of a “BIG” team. Use other team members to obtain desired results..
![Page 22: Customer service the basics](https://reader033.fdocuments.net/reader033/viewer/2022061206/548243d05906b5ce048b4625/html5/thumbnails/22.jpg)
Stress = Distress
![Page 23: Customer service the basics](https://reader033.fdocuments.net/reader033/viewer/2022061206/548243d05906b5ce048b4625/html5/thumbnails/23.jpg)
23
Level3
Service the customerwould love to have,but doesn’t expect
Level 2
Generally expectedservice levels;nothing special
Level1
Minimum service levelnecessary to simply
call yourself a business
Level4
Anticipate the customer’s needs and provide services to
match, without being asked
Client Hierarchy of ServicesClient Hierarchy of Services____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
![Page 24: Customer service the basics](https://reader033.fdocuments.net/reader033/viewer/2022061206/548243d05906b5ce048b4625/html5/thumbnails/24.jpg)
Closing Summary
• Stay focused on customer needs (relationships)• Be an “active” and Empathic listener• Become knowledgeable in many areas• Maintain a positive attitude about your job, your
customer and your organization• Strive for win-win customer relationships• Apologize for poor service • Thank customers for their business
![Page 25: Customer service the basics](https://reader033.fdocuments.net/reader033/viewer/2022061206/548243d05906b5ce048b4625/html5/thumbnails/25.jpg)
In Conclusion
• Great Service Begins With You !!