The Bridge to Our Customers CUSTOMER SERVICE Training Department
Objectives • Understand the importance of Customer Service • Handle different types of customers • Practice complaint handling • Discover techniques to cultivate and maintain special customer relationships
Outline • Customers and Their Roles • Reasons Why Customers Leave • Customer Service • Service-Profit Chain • Handling Customers • and Their Complaints • Tips for Good • Customer Service
Who are Customers? • They are the MOST important people in any business. • They are NOT dependent on us. We are dependent on them. • They are NOT an interruption to our work, but the PURPOSE of it. • They are part of our business. • They are not outsiders. • They give us favor when they come in. • We are NOT doing a favor by serving them. • They deserve the most courteous attention. They are the lifeblood of every business.
Common Excuses for Service Lapses • I don’t have enough time. • I don’t get paid to be nice. • Every customer is totally irate today. • I can’t deal with people who do not show me respect. • How can we do a good job if the other departments do not provide the back-up we need? • I am having a bad day. • I am always too busy.
Facts about Customers • The customer is the business’ biggest asset. • The customer’s payment becomes part of our salaries, wages, bonuses. • The customer will go where he/she receives the best attention. • There is no profit, no growth, no jobs without the customer.
Facts about Customers • A typical dissatisfied customer will tell 8-10 people about their problem. • 7 out of 10 complaining customers will do business with you again if you resolve the complaint in their favor. • If you resolve a complaint on the spot, 95% will do business again.
Did you know… 5 – 20% Probability of selling to a new prospect 60 – 70% Probability of selling to an existing customer It takes 12 positive experiences to make up for one unresolved negative experience.
Facts about Customers For every customer who bothers to complain, 26 other customers remain silent. News of bad customer service reaches more than twice as many ears as praise for good service experience.
Qualities Important to Customers • Accuracy • Friendliness • Timeliness • Efficiency • Courtesy • Honesty
Customer Service • Any or all interactions which the customer has with the company while conducting business. • It is the ability to provide a service or product in the way it has been promised. • It is also about treating the customers with respect, individuality, and personal attention.
GOOD, BAD, and EXCELLENT Customer Service
Good Customer Service • GOOD SERVICE is when the customer gets the treatment that meets his/her expectations.
Bad Customer Service BAD SERVICE is when the customer gets treatment which is less than his/her expectations.
Excellent Customer Service When the customer gets a little more that what he/she expected, Good Service becomes EXCELLENT SERVICE.
Types of Customers • Internal Customers • External Customers
Internal Customer/s • An individual or group of people you may interact/serve within the organization/company. • e.g. Investment Specialists, Real Estate Brokers
External Customer/s • Someone who comes into your organization/company for products or services – the end customers. • These customers depend on the timeliness, quality, and accuracy of the organization’s work.
The Service-Profit Chain • Service-oriented employees • Higher incentives/ Bonus to employees • Good service – Satisfied customers • High Revenue/ • More profits • Higher Sales
Handling Complaints • Appreciate the customer for sharing the complaint. • Apologize for the error/mistake/inconvenience. • Listen actively. Nod from time to time to show interest. • Show empathy.
Handling Complaints • Resolve, if it is within your control. If not, bring it to the notice of your supervisors. • If not solved immediately, take down the customer’s details (name, contact number, address) to contact with the solution. • Do follow-up until the customer is satisfied. REMEMBER: Don’t take customers’ complaints personally.
Different Customers and Handling Them
Angry Customer • A slight mistake can make this customer mad. How to Handle: • Let the customer finish talking. Do NOT interrupt. • Be firm and polite or else they may not be happy.
Demanding Customer • The customer who wants more than what you can offer. They are not easily satisfied. How to Handle: • Be firm yet polite. • Be professional. • Avoid being too docile but not rude.
Passive Customer • The customer who listens to you and sounds apologetic when complaining. The customer is quite meek and extra polite. How to Handle: • Listen carefully to what they have to say. • Sound professional and don’t brush them aside. • Gain their confidence.
The Killer Word: BUT
Handling Customers • 1.) APOLOGIZE – An apology makes the angry customer feel heard and understood. It defuses anger and allows to establish trust. • 2.) DIPLOMACY AND EMPATHY – Use carefully-worded sentences and phrases to kill the anger brewing in them. • “Getting to the bottom of the issue is as much important to me as it is to you” or “I am sorry to hear that…”
Handling Customers • 3.) RESPONSIBILITY– Acknowledge the deficiency in the service. Commit to them that you will take care of the issue or investigate the matter personally, and will call back within required timeframe. • 4.) APPRECIATE – Show appreciation for the feedback. Thank the customer for his patience. Welcome customer complaints.
Tips for Good Customer Service • SMILE! • Make yourself presentable/well-groomed. • Greet each customer as he/she enters your service area. Don’t use customer’s first name unless asked to. • Make an eye contact when speaking to customers. • Be a good listener and show interest in what the customer is saying. • Don’t chat with other staff when customers are around. Give them your full attention.
Tips for Good Customer Service • Identify and anticipate needs. Customers don’t just buy products/services; they buy good feelings and solutions. • Make customers feel important and appreciated. • Avoid rushing or doing too many things at once. • Apologize when something goes wrong. • Service a little more than they expect. • Use positive verbal and body language. • Thank the customer for their visit. • SMILE!
“ Your customer doesn’t care how much you know until they know how much you care. ” ~Damon Richards