CUSTOMER SERVICE

1. CUSTOMER SERVICE Association ARID

2. Summary • Customer service • The craftof building relationships • The main sins in customer service

3. Description of the Objectives and Content • Objective 1.- To define theconcept of thecustomer service and its characteristics. • Objective 2- To explain the importance of bulidinggoodrelationshipto ameliorate chances of success. • Contents: Description of customer service itself, approach and mistakes.

4. Teaching Method Description • The participant of this training activity must read the slides carefully and follow the proposed exercises in order to get an overview of the importance of the proposed content and its involvement with the success of the entrepreneur person. • At the end of this pill, a series of self-assessment exercises could be found, intended to be a manner of verification of the proposed contents.

5. Customer service Customer service is a topic that is still undervalued in many countries. In business, we focus on products, lowering prices, attracting new customers, forgetting that what counts is how (service) and not just what (product). Sometimes it's just naughty - cash and next. After-sales service often does not exist at all, we feel like scammers or UFOs asking for a return or taking into account the complaint. Customer- the most important element of business Entrepreneurs must realize that the client is the most important element of any business. Good customer service means that a bond is created between our business and the customer. Even if the customer "goes away" (because, for example, it was a one-time purchase), he will talk about his positive experience to others. If it happens that our business is interesting to others, it is not enough that you have sold, you still have a new customer. For free (or otherwise - in the price of the "old"). And if he does not do it, in the worst case he will not scare off other potential customers

6. The craft of bulidingrelationship The seller can "push" the goods to buyers. But it depends on customer service whether in the future this person will come back to you, or buy something from you. Customer service is art - the art of building and maintaining customer relations. This is not an empty word, but the foundation of every business. Relationshipcan not stay at the level of the declaration, it must be instilled in your business. It can not be next, in parallel, or dependent on ... anything. Customer service determines how you run your business, how you make money. How? How?!

7. So how? How to handle the customer well? The following rules are a standard and at the same time ensuring success in this area: Always pick up the phone. Every unanswered phone is a potentially lost customer, potentially lost money. Do not keep up with pickups? Hire an employee, start an answering machine (but call back ALL). But be careful - a client who is in the office takes precedence over the calling customer - he made a mistake to come in person, he is on the spot, picking up the phone instead of taking care of him is simply rude. After servicing the customer in the office, call me back immediately!

8. 2. Do not throw words into the wind. Promise only when you are 1000% sure that you are able and want to fulfill your promise. The end with "pears on a willow tree", the end with "promises good things". You have no resources to deliver - do not promise or organize resources. There is nothing worse for building a customer relationship than being unrelenting. False start from the very beginning, completely unnecessary and very expensive.

9. 3. Listen to the customer. This is not about saying "the customer is always right" (because he does not always have, but sometimes it is not worth proving it to him). It's about matching the offer to expectations and customer needs. And not pressing what I have on the shelf, because "it must go down„.

10. 4. Manage complaints, complaints and returns. Not every customer will come out of it happy (because it is not always possible), but take care of it, put it in its place, understand. Draw conclusions - feedback from customers allows for even better service of subsequent ones. Remember: without a client, your business is just an idea, name and costs.

11. 5. Be open, helpful, be forthe customer. Smile, show kindness. Not only when you see that you will sell something. It does not matter if someone asks for directions, for a toilet or if he wants to buy a expensive model of your product. Treat every customer the same, just as good! No matter how it looks and how it behaves. A common mistake is the "by looks" rating. Life situation: someone is jogging, has sports clothes. Runs past the car dealership, curious about one of the models stops and starts watching. No salesman comes to him, and when a sports-clad customer wants to start a conversation he is neglected in favor of a suit. Result? The car bought in another salon (and the sales director in the country has found out about the situation by accident, the salon service is not working in it anymore. The world is very small).

12. 6. Have standards of conduct. Sometimes customer service does not come easily. It is worth creating rules that will become natural over time. You must be repeatable in what you do in your approach to customer service. It can not depend on your humor or situation. By building standards, you are able to convey your approach, eg when you are going on vacation or you hire a worker.

13. 7. Do something "extra". The customer asks where he will find the product - say, but also go with him and show where he is. You run a car service - take the customer to the car. The customer asks a question about the product - tell more, interest others, get interested in the customer's problem - why does he need this product, maybe this is not the best solution for him? Take care. Simple, cost-effective operation.

14. 8. Surprise the customer. Invite to the event, add sample, give a discount coupon, suggest participation in the competition, invite to a fanpage on FB (showing benefit for the client). Do something extra.

15. The main sins associated with customer service Lack of interest in the actual needs of the customer Many customers face a situation in which the service employee does not show a keen interest in the customer's needs. Instead of solving consumer problems, by offering the best combination of services or product features, those solutions are offered where the sales employee most depends on the employee. Complain about such behavior, customers often describe this process as pressing a product. In the meantime, they expect reliable advice and help. CC0 Public Domain

16. 2. Long waiting time for service In times when it is possible to access almost everything via the Internet, telephone and mobile applications, the problem of the length of service time should not exist. In the meantime, there is! What's more, the current symbol of this problem - the queue - is gaining a wider meaning in the eyes of consumers. Similarly, as too long service time, customers describe experiences with multi-stage and time-consuming online shopping systems or non-intuitive applications. At the same time, customers more and more consciously perceive the queue as the effect and succession of other, much more serious problems faced by the organization. It can, for example, provide information about the failure of IT systems, communication and competence chaos or about complicated, bureaucratic procedures.

17. 3. Lack of sufficient knowledge about products and services This problem is particularly often emphasized in the case of industries that offer more complex solutions. Financial institutions, especially insurers and banks, are the leaders in this field. Shortages in the knowledge of own products also happen to employees of telecommunications, automotive and IT companies. The high rotation, which is a characteristic feature of companies from many industries, is certainly not conducive to building the competence and knowledge of employees. Consumer expectations are clear and transparent: the service employee must have full knowledge of the products offered. He should be able to precisely answer every question and advise the client on the best possible solutions.

18. 4. Hiding or bending information related to the offer Lack of employee knowledge can sometimes turn into conscious action, consisting in not informing about certain unfavorable conditions for the offer. Consumers have traditionally complained about stars in contracts, which are increasingly treated as potential pitfalls and threats. The situation is not complicated by complicated and long contracts and regulations. When we add an employee who intentionally passes over important information that is hardly noticeable at first glance, we have a potentially big problem in further relations between the company and its client.

19. 5. Lack of pro-customerapproach "I felt like a petitioner" - this is the most common opinion of customers who have encountered this problem during service. A petitioner is a person who asks for something and the other party may or may not. Petitioneris always in a weaker position. Bringing the client to the position of a petitioner means total challenge to the most obvious and natural service standards. Meanwhile, the privilege of the customer is the ability to make choices and make expectations in exchange for the commitment to a specific brand offer. Despite this, more than a quarter of consumers in contact with companies feel treated as a petitioner, not as a customer.

20. 6. Low level of personal culture of service staff Almost one fifth of consumers are constantly complaining about unpleasant, unkind and gruff service! Often, there are also situations in which an employee of a given company is extremely passive, passive and shows no interest in the needs of the client. Customers have the impression that those who support them in this way work as a punishment, complain of a complete lack of commitment and treating the customer as an obstacle.

21. 7. Mistakes and errors in billing, contracts, documents. When ordering from an online store, you find products that you did not choose. The bank collected an undue commission. The invoice for the phone shows a fee for data transfer, although we have not exceeded the free limit ... This type of situation is experienced by almost every fifth customer.

22. 8. No contact after sale (despite previous promise) When describing this problem, consumers pointed to two types of situations. The first of them is the unfulfilled promise of contact with the customer after concluding the contract or purchasing the product. There is a feeling that the client is important and appreciated only until the transaction is made. Then the company ceases to be completely interested in it. The second type of experience is the contact from the employee of the company again, however, it is carried out in a schematic, passive and devoid of commitment.

23. 10. Using a complicated and incomprehensible language This problem is particularly often emphasized by clients who have contact with financial and technology companies as well as car repair shops.

24. Sources https://marketing.org.pl/czytelnia/ekspert-radzi/459-grzechy-glowne-w-obsludze-klienta http://www.biznesowerewolucje.com/obsluga-klienta-przewodnik/