Customer Services Management 1

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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:

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• 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

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We are all customer to each other

Dependence

Independence

Inter dependence

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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

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Question??

Do you think customer is an interruption in your job?

NOThat is the reason you have job

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• 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