Customer Service _training

Service Delivery as a tool of Good

Governance and to Enhance Customer

Satisfaction

TRAINING

Arega EnbialeElias Gizachew

Waktole feyissa, and

Wudineh MehariService Deliveryd as a tool of Good Governance and Customer Satisfaction

March, 2014Nekemte, Ethiopia

The concept of Customer Satisfaction is to focus training on Four soft skill areas (or competencies).

They are: Good Governance

Meaning of good Governance Principles of Good Governance Characteristics of Good governance

Service Delivery Interacting with others, Dealing with Angry Customers, and Satisfying Customer Needs.

Service Deliveryd as a tool of Good Governance and Customer Satisfaction

Decision-Making Dealing with Customer Problems, Prioritizing Customer Needs, Referring to Others, Following Company Guidelines, and Developing Alternative Solutions.

Customer Satisfaction Increasing Customer Loyalty, Improving Customer Relations, and Improving Quality of Operations.


This training is for YOU it’s about YOU YOU are the only person that can decide

how valuable it is to YOU You must decide how it can apply to your

daily behavior and all aspects of your life Your role in this training is to be a full and

active participant in the discussion and exercises included in the material


Enabling the trainees to understand the role of good governance in customer satisfaction,

Enabling the trainees to improve their interaction with the customers,

Enhancing the decision making ability of the trainees, and

Making the trainees to be committed to their task and enables them to strive towards providing quality service to their customers.


“There is only one boss, and whether a person shines shoes for a living or heads up the biggest corporation in the world or leads a country, the boss remains the same.

It is the customer! Why do we need to treat our Customers well?

We are the front liners They are our pay master They are the reason why I do my job They are the reason why Wollega university Exist


1.1 What is Governance?“The exercise of political, economic and administrative authority in the management of a country’s affairs at all levels.”

Actors exercising governance include: central government, state or provincial government, local government, non-governmental organizations (NGOs), community-based organizations (CBOs) and the private sector.


1. Focusing on the organization’s purpose and on outcomes for citizens and service users Making sure that user’s receive a high quality service. Making sure that taxpayer’s receive value for money.

2. Performing effectively in clearly defined functions and roles Being clear about the functions of the governing body. Being clear about relationships between governors and

the public.

3. Promoting values for the whole organization and demonstrating the values of good governance through behavior


Putting organizational values into practice Individual governors behaving in ways that uphold and

exemplify effective governance

4. Taking informed, transparent decisions and managing risk, Being rigorous and transparent about how decisions are

taken Having and using good quality information, advice and

support Making sure that an effective risk management system is

in operation

5. Developing the capacity and capability of the governing body to be effective


Making sure that appointed and elected governors have the skills, knowledge and experience they need to perform well.

Developing the capability of people with governance responsibilities and evaluating their performance, as individuals and as a group

6. Engaging stakeholders and making accountability real Taking an active and planned approach to

dialogue with and accountability to the public Taking an active and planned approach to

responsibility to staff Engaging effectively with institutional

stakeholders


2.1 Interacting with Customers

Get to Know Your Customers: Before you can build a relationship with a

customer, you first have to greet the customer in a way that makes him or her feel welcome and comfortable doing business with you.

“First impressions is Last impressions.”


Your initial greeting should: Acknowledge the customer’s presence.

Don’t make a customer wait too long. explain that you will be right with them. call on another sales associate to help.

Project a professional and friendly image. Looking professional isn’t only about how you

dress. It also has to do with acting in an alert and

courteous/polite way. Smile and act interested in them!


Communicate to the customer that he or she is important. Show the customer that you are there to serve

them. Become the expert in your product.

make sure you are knowledgeable about a service.

Provide the information the customer is looking for.

Don’t be pushy.


“Customers don’t expect you to be perfect. They expect you to fix things when they go wrong.”

The way you deal with angry customers can make or break the relations you have with them.

Customers have their own zone of tolerance. There will be situations when customers have

expectations of Service that are not met, Needs that cannot be met, Wants that cannot be satisfied.

This can cause the customer to become angry.


The Provider Gap G1-Not knowing what customers expect G2-Not selecting the right service design and

standards G3-Not delivering to service standards G4-Not matching performance to promises

Customer gap Customer expected service Customer perceived serviceAny gap will make the customer to be

angry.Service Deliveryd as a tool of Good Governance and Customer

Satisfaction

You are getting feedback on problems and have an opportunity to fix them.

If Customers are complaining to you; do the following

1. Thank the customer for bringing this issue to your attention.

2. Listen carefully. Remember: This is an opportunity for improvement.


3. Be compassionate, and don’t make excuses, You are not accepting blame but acknowledging the customer inconvenience.

4. Don’t be defensive. Remember: When you get defensive, you become part of the problem and not part of the solution.

5. Ask open-ended questions in order to gain more information about the situation.


B: Built relationship and ambience Make them feel welcomed

E: Environment Make them comfortable

S : Satisfy the customer’s needs. Listen attentively and write down the

complaints and the contact no.T : Thank the customer for providing us the

feedback for our service improvement


Observing Your Customers Getting to know a customer begins with

your first encounter, and satisfying their needs means observing

their actions. Before simply asking, “Can I help you?”

look for clues to their needs and desires. For example, The customer walks to the

window through which you are serving the customer. S/he stands at their and looking around.


As a customer service professional, you have the power to make or break your company.

You are the front line in delivering quality service to your customers.

Make sure you do a lot of listening and not too much talking.

Use positive words or phrases rather than emphasize the negative. E.g. say “Just a second than saying wait”.

Put yourself in the customer’s shoes. Make eye contact with the customer.


The following list contains examples of nonassertive language . Poor eye contact while speaking Weak (“limp fish”) handshake Use of verbal paralanguage such as ah, um,

you know Soft, subdued tone Finger pointing; blaming others Being hesitant or unsure Confused speech, not really stating a specific

question or information


I Can’t Free Sadly Wait

I will try Discount Unfortunate

ly Just a

second, please


I don’t know Cost

problem Don’t worry No problem You will

have to It’s a policy

I’ll check I’ll refer to the

management We will take action

quickly I’ll get back to you

soon What we can do As per advised by the

management


3.1 Dealing with Customer Problems Dealing with customer issues/problems

quickly and professionally is part of providing a high-quality customer-service experience.

Everyone has his or her own customer-service nightmare story.

So it’s easy to understand how a customer might perceive things from their side of the counter when they confront you looking for solutions.


Dealing with Customer Problems The steps to take when you face a

customer problem either on the phone or in person.

Step 1: Remain Calm yourself When a customer begins to vent their

frustration, it is important to remain calm yourself.

Do not take things personally and assume that the customer’s frustration is directed at you.


Step 2: Allow the Customer to Vent Do this without interrupting.

Step 3: Identify and Re-phrase the Problem In order to make sure you understand the

problem, in your own words paraphrase what the customer is saying and feeling

Responding with empathy and following with problem-solving are far more effective in keeping the relationship with the customer.


Step 4: Identify Possible Solutions Consider all possible solutions. They should

reflect a number of alternatives.

Step 5: Select the Best Solution Consider Positive and negative results from

both the company’s and the customer’s perspectives.

Selecting the best solution.


Let’s examine just who our customers are.

We have two type of customersExternal customers

Our external customers are those who are not part of our organization but are affected by our products and services.

Internal Our internal customers are members of

our organization and are affected by our processes, products, and services.Service Deliveryd as a tool of Good Governance and Customer Satisfaction

Relationships with your internal customers are also important.

Getting along with others is key to your success at work.

We must extend all the same courtesies to internal customers that you do to external customers, in some cases more so.


1. Stay Connected Since relationships within the organization are

so important; go out of your way to make contact with internal customers.

Drop by their work area to say hi, send an email, or leave a voice-mail message.

2. Keep Commitments Don’t forget that if you depend on internal

suppliers for materials, products, or information, these people can negatively affect your ability to serve external customers by delaying or withholding items you need.


3. Share How You Feel Whenever something goes wrong or you are

troubled by something, go to the person, talk about the situation, and work it out in a professional manner.

4. Build a Professional Reputation Go out of your way to let your internal customers

and your boss know that you have a positive, can-do, customer-focused attitude.

5. Preserve Sound Working Relationships Avoid gatherings of friends and loud conversation

in your work area. Respect your coworkers’ right to work in a professional environment.


6. Maintain good grooming and hygiene habits.

7. Avoid unloading personal problems. Do not burden coworkers with your problems.

8. Pitch in to help and Be truthful. If you have spare time and your coworkers

need assistance with a task, volunteer to help.


Not every customer visits the office in person. These phone-in customers deserve the same

quality of service you deliver to customers in person.

But, at the same time, you have to be able to deal with the customer at your counter who wants you to serve immediately and another customer waiting in line to ask you a question.

There are several things you have to consider when trying to balance customer needs.


Excuse yourself to answer the phone. Reassure the in-office customer that you will get right back to her.

Answer the phone promptly; identify yourself and your department. Speak clearly, directly into the mouthpiece, and at a normal pace.

Help the customer immediately if possible. Direct the call to the right department,


Sometimes, the best decision is to refer the customer to someone else in the organization or to another organization.

Ways to Refer to Others ways to help you decide when to handle

the situation yourself or when to refer to someone else in the organization, your internal customers. Identify the situation. Based on company guidelines, determine

whether you have the power to deal with this situation.


Other ways Determine to whom to refer the situation and Follow up to make sure the situation was handled.

If you do not know the answer, ask your supervisor or refer the customer to someone who does know the answer .


Meeting Customer Needs There will be times when you will not be

able to meet the immediate needs of your customer.

This is where being a creative problem-solver can really help you achieve customer loyalty.

Generate a list of situations in which an office may not be able to give customers exactly what they requested.


First, get permission from the customer by asking questions such as:

“Could I suggest another possibility?”; “Would you consider a comparable substitute?” “Are you set on that particular brand?” if you are unable to answer the customer’s

question take care of the customer in your department, tell him where he can go for help Give the customer clear directions possible, take him to the right area.


4.1 Increasing Customer Loyalty Customer loyalty is won by providing

extra service for the customer. Organizations must assess individual

needs and determine how to meet those needs better than the competition does.

Some of the ways to exceed customer expectations are:


Get to know your customers use database management programs to log and

catalog contact and customers, as well as to keep detailed notes on each contact with a customer.

Give customers special treatment Deal with one customer at a time As you listen to the customer, focus all your

attention on the customer so that you can identify and address her/his needs.

Identify and satisfy customer needs quickly By effectively gathering information, you can

then move to the next phase of customer service. Service Deliveryd as a tool of Good Governance and Customer Satisfaction

Exceed Expectations By going out of your way not only to satisfy

customers but also to “wow” them by doing, saying, and offering the “unexpected” related to service, you are exceeding expectations.

Follow up The prime objective is to let them know that

you have not forgotten them and appreciate their business and support.

Encourage customers to return Smile, remind the customer you are available

to help in the future, give an opportunity for last-minute questions, and invite the customer to return. Service Deliveryd as a tool of Good Governance and Customer

Satisfaction

A customer’s perception of quality service is often one of the prime reasons for his return.

Your organization’s ability to deliver quality service depends on you and your co-workers.

Ways of getting feedback Customer Surveys Face-to-face Call them on the phone Mail them a questionnaire Email them an invitation to take a

customer-satisfaction survey


Based up on the feedback we can improve the quality of our products and services

10 Ways to Enhance Customer Satisfaction

Communicate ( follow up thir satisfaction) Be Confident (Customers like to deal with

people who know what they are doing) Be Professional (The customer is always

right – even when they are wrong) Build Customer Confidence (re-assure them

that they have made the right decision)Service Deliveryd as a tool of Good Governance and Customer Satisfaction

Build Value (Reputation) Ask the customer ( If they want

something else) Don’t send out surveys Be THE Solution (Take away the problem

and be the solution) Thank the Customer Smile


Statistic about the lost of Customers:

1% Die 3% Move away 9% Go away for cheaper prices 19% Are chronic customers 68% Leave due to bad service


TAHNK YOU!!!


Customer Service _training

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Transcript of Customer Service _training