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Program Objectives (1 of 2) • Learn to identify and analyze customer needs and problems. • Recognize the most common reasons for customer complaints. • Discover techniques to cultivate and maintain special customer relationships.
Program Objectives (2 of 2) • Assess your communication style and use two-way communication skills to level with people, to accept feedback from them, and to discuss problems. • Identify specific problems in your customer service program and apply treatment.
A Challenge Please write a One Sentence Definition of CUSTOMER SERVICE.
Questions On Being A Customer • Why do you need customer service? • Was the service provided over the phone or in person? • How did the customer service representative respond to your request, inquiry or problem? • If you felt the service was excellent, describe what made it so good. • If you felt the service was exceptionally poor, describe what made it that way.
Do You Know Why They Leave? • 1% die. • 3% move away. • 5% develop other relationships. • 9% leave for competitive reasons. • 14% are dissatisfied with product or service. • 68% leave because of rude or discourteous service.
Competencies (1 of 2) • Communication. • Customer Sensitivity. • Decisiveness. • Energy. • Flexibility. • Follow-up. • Impact. • Initiative. • Integrity.
Competencies (2 of 2) • Job Knowledge. • Judgment. • Motivation To Serve. • Persuasiveness/Sales. • Planning. • Resilience. • Situation Analysis. • Work Standards.
Excuses Excuses • List five to eight excuses you hear customer service representatives give for offering indifferent or poor customer service. • Think of one of more ways to counter each excuse.
Common Excuses (1 of 2)For Service Lapses: • I don't have enough time. • I don't get paid to be nice. I am measured by my productivity and accuracy. • How can we do a good job if the computer is always down? • Every customer is totally bonkers today.
Common Excuses (2 of 2)For Service Lapses: • 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. • People are basically stupid. • I am always too busy.
The Customer Wants You To • . . . Invite me back. • . . . Greet me. • . . . Value me. • . . . Help me. • . . . Listen to me.
ByDileep Panoli firstname.lastname@example.org