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Effective Customer Care Trainer: Helen Keown. Key Objective… To assist you to be aware of the significance of customer care in UL, and to identify how your performance can impact on the customer experience. Session 1: What is Customer Care? Definition of Customer Care Customer Expectations

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effective customer care

Effective Customer Care

Trainer: Helen Keown.

LNSS Effective Customer Care

key objective
Key Objective…
  • To assist you to be aware of the significance of customer care in UL, and to identify how your performance can impact on the customer experience.

LNSS Effective Customer Care

session 1 what is customer care
Session 1: What is Customer Care?

Definition of Customer Care

Customer Expectations

Benefits of good Customer Care

Customer Awareness

Bold Goals

Moments of Truth

LNSS Effective Customer Care

definition of customer care
Definition of Customer Care…
  • Feeling concern and interest in someone who has entered a business to buy a product or obtain a service.

This brings out the fact that a person can be a customer without having to spend money.

LNSS Effective Customer Care

basic rule of customer care
Basic rule of customer care…
  • Put yourself in the customers shoes; see the situation as they do.

LNSS Effective Customer Care

moments of truth
“Moments of Truth”

"Essentially, Moments of Truth are those contacts between companies and customers where a firm\'s reputation are at stake.“

(Stewart, 1992)

LNSS Effective Customer Care

moments of truth7
Moments of Truth
  • Each time you meet with a customer, or potential customer, is a chance to make a positive impression on that person. These encounters can be described as "Moments of Truth".

LNSS Effective Customer Care

moments of truth8
Moments of Truth
  • It is important to identify when these Moments of Truth occur and to manage them to ensure you make the best possible impression on the customer

LNSS Effective Customer Care

benefits of excellent customer care
Benefits of excellent Customer Care?

LNSS Effective Customer Care

benefits of excellent customer care10
Benefits of excellent Customer Care

LNSS Effective Customer Care

why does poor customer care happen
Lack of incentive

Complacency

Lack of support

No real training

Staff under pressure

Poor knowledge

No team spirit or motivation

Lack of awareness

Why does poor Customer Care happen?

LNSS Effective Customer Care

slide12
Not all that long ago there were four people named Everybody, Somebody, Anybody and Nobody.

LNSS Effective Customer Care

slide13
There was an important job to be done and Everybody was asked to do it. Everybody was sure that Somebody would do it. Anybody could have done it, but Nobody did it.

LNSS Effective Customer Care

slide14
Somebody got very angry about that, because it was Everybody’s job. Everybody thought Anybody could do it but Nobody realised that Everybody would not do it.

LNSS Effective Customer Care

slide15
It ended up that Everybody blamed Somebody when Nobody did what Anybody could have done.

LNSS Effective Customer Care

what skills do we need to use
What skills do we need to use?

Attitude

Appearance

Communication-listening, talking, reading, writing

Observation of standards and body language

Assertiveness

LNSS Effective Customer Care

customer care skills
Customer Care Skills

There are 8 main customer care skills that need to be displayed when serving the customer…

LNSS Effective Customer Care

slide18
Appearance

Observation

Listening

Body Language and Facial Expression

Talking

Assertiveness

Attitude

Behaviour

LNSS Effective Customer Care

appearance
Appearance…
  • The appearance of yourself and the other members of staff in your team will say a lot about the standards within your operation.
  • Remember: You are only as strong as the weakest link in your staff chain.

LNSS Effective Customer Care

observation
Observation
  • It’s easy to miss shortfalls in standards because of familiarity.
  • Keep your eyes open.
  • Try to stand back and look at your workplace in an objective way.

LNSS Effective Customer Care

listening
Listening
  • If we fail to listen to the customer they will feel that we do not really care about them and therefore not return.
  • The 2 main ways of listen attentively are:
  • Physical attending
  • Psychological attending

LNSS Effective Customer Care

physical attending
Physical Attending:
  • Face the speaker
  • Maintain eye contact
  • Maintain an open posture
  • Lean towards the speaker
  • Stay relatively relaxed

LNSS Effective Customer Care

psychological attending
Psychological attending:

Listen to what is being said:

  • Listen for the central theme rather than the facts
  • Keep an open mind
  • Think ahead
  • Analyse and evaluate
  • Do not interrupt
  • Interpret a tone of voice
  • Evaluate the non-verbal signs

LNSS Effective Customer Care

body language facial expression
Body Language & Facial Expression
  • Reading and understanding body language is an essential part of listening. If our body language does not reflect the words that we are using then the customer will not believe us.

ie. Non-verbal behaviour

LNSS Effective Customer Care

understanding a message
Understanding a message…
  • Words: 10%
  • Tone, pitch, volume: 35%
  • Non-verbal behaviour: 55%

LNSS Effective Customer Care

identify expressions
Identify expressions…
  • Eyes up avoiding contact
  • Looking down
  • Arms folded
  • Arms outstretched
  • Upright/good posture
  • Face set

LNSS Effective Customer Care

talking
Talking
  • Golden Rule!
  • Acknowledge the customer as soon as possible!

LNSS Effective Customer Care

talking29
Talking
  • When talking to the customer we must not…
  • Discuss politics, religion, gossip
  • Complain about the company
  • Moan, moan and moan again!
  • Talk over the customers head!

LNSS Effective Customer Care

assertiveness
Assertiveness

When dealing with customers there are 3 types of behaviour we can employ:

  • Aggressiveness,
  • Assertiveness
  • Submissiveness.

LNSS Effective Customer Care

slide31
We should try to apply an assertive manner at all times.
  • By being assertive you remain in control, have greater self confidence and earn the respect of others.

LNSS Effective Customer Care

attitude behaviour
Attitude & Behaviour
  • The way we behave with customers is all important.
  • We must display a positive approach and be courteous at all times.

LNSS Effective Customer Care

remember
Remember…
  • Each customer is an individual.
  • Be enthusiastic-it’s infectious!
  • Courtesy costs nothing
  • Treat people as individuals. Use their name.

LNSS Effective Customer Care

session 3 making it happen
Session 3: Making it Happen

Reviewing our current position

Making improvements

Setting standards

Key tests of good Customer Care

What if it all goes wrong? Handling complaints

LNSS Effective Customer Care

key test of good customer care
Key Test of Good Customer Care:

LNSS Effective Customer Care

ask yourself
Ask yourself…
  • Does UL/Tralee IT, LIT apply the Customer Care Key Tests?
  • How?
  • What other ways can feedback be obtained?

LNSS Effective Customer Care

set standards
Set Standards
  • By putting procedures in place all customers will be dealt with in a professional and efficient manner
  • Thus ensuring you have a satisfied customer network

LNSS Effective Customer Care

examples
Examples
  • You should have answers to common queries at hand
  • Promises to customers must be realistic and acted upon within the agreed time frame
  • Customer must be notified of delays

LNSS Effective Customer Care

when dealing with a complaint
When dealing with a complaint…

Do...

  • Show empathy/concern
  • Use their name if you can
  • Listen
  • Take notes
  • Let them make their case
  • Ask questions to clarify detail
  • Confirm with them that you have got it right

LNSS Effective Customer Care

slide40
Do…
  • Gather your version of events before replying
  • Tell them what you propose to do
  • Ensure they are happy
  • See it as an opportunity to cement the relationship and encourage more business

LNSS Effective Customer Care

when dealing with a complaint41
When dealing with a complaint…

Do Not…

  • Say “it’s not my fault”
  • Say “you’re the fifth today to complain about that”
  • Interrupt
  • Jump to conclusions

LNSS Effective Customer Care

slide42
Do not…
  • Accept responsibility until you are sure it’s your fault
  • Be patronising
  • Argue
  • Lose your temper
  • Blame others

LNSS Effective Customer Care

the listen technique
The Listen Technique
  • Lend an ear to the customer’s problem-do not interrupt
  • Identify the important points
  • Sympathise- “I’m sorry” acknowledges something went wrong-not taking the blame
  • Thank the customer for taking the time to tell you what happened
  • Explain what can be done
  • Now act quickly-don’t give further cause for complaint!

LNSS Effective Customer Care

slide44
Language
  • Sometimes the words that are used in communication cause the message to be misinterpreted. This can happen if imprecise words are used e.g. “sort of” or “things” also technical jargon can be confusing if it is unfamiliar to the other person.

LNSS Effective Customer Care

customer service language
Customer Service Language
  • AVOID NEGATIVE LANGUAGE
    • - Possibly-maybe-perhaps
    • - We might be able to do this
    • - I hope that will be ok
  • USE POSITIVE LANGUAGE
    • - I am sure that will be sufficient
    • - I know we can get that for you
    • - I am certain you will be pleased with this

LNSS Effective Customer Care

avoid certain words
Avoid certain words
  • TRY – This implies that you are unsure of whether you can do something – use the word ensure instead it is positive and commits you to action which your customer will believe

LNSS Effective Customer Care

slide47
Use the word ‘Please’ at the start of a sentence rather than at the end of it as it becomes an order at the end of a sentence

LNSS Effective Customer Care

slide48
‘OK’ sounds bland, automatic and disengaged
  • Use ‘Certainly’, this conveys warmth and interest in delighting your customer

LNSS Effective Customer Care

slide49
Avoid the word ‘busy’, your customer should never feel that you are too busy to look after his/her needs.
  • Try saying ‘I will look into this and come back to you’

LNSS Effective Customer Care

learning points
Learning Points

LNSS Effective Customer Care

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