Customer Service Mahesh K Prasad Head-Human Resources
Customer Service Objectives of the program: • Who is a customer • Identify your customer- Internal and External • What quality characteristics are important for Customer service • How to create positive memorable experiences for all customers
Caring Customer Service Outcomes of this module are: • Identify different kinds of customer contact • Demonstrate and use Caring Responses • Create and use a series of Caring Responses
Customer Service You are among the growing group of people who have joined a service organization dedicated to meet needs of others. The expectations today are very high because customers expectations for service have increased tremendously
Reactions • What is often surprising is how long these reactions last • Good & bad customer care can arouse powerful emotions • Benefits- remarkable or disastrous • Opportunity- retain/ lose customers & gain/ lose several more • Research shows that someone who has had a bad customer experience will tell at least 10 other people
Customer Service Who are Customers? • People who receive my output • People who pay me • They are the reason why I do my job • People who want to avail my company’s services
Foundation of Customer Service Customers are of two types: • Internal • External
Foundation of Customer Service Internal customer: • Group of people you may serve within the organization. External customer: • “someone who depends on the timeliness, quality, and accuracy of someone else’s work.” These are customers who come to your organization for some services or products. • You are a customer of others within an organization and you also have customers.
Customer Service What quality characteristics are important to your customers? • Accuracy • Friendliness • Timeliness • Efficiency • Courtesy • Honesty
Why is Service so Difficult to Define Accurately? • It is not tangible • It cant be measured/ weighed • It is more emotional than rational • You can sell it, but you cannot give a customer a sample to take & show to another • Having given it, the customer may not have acquired anything
Customer Service Core service and Customer service • Core Service: is the service or product your organization provides to its customers- your “reason for being” • Customer Service: includes all of the interactions you have with a customer while you are conducting the business
Service can be Divided into two main types: MATERIAL: • Price, Quantity, Quality, Type of equipment, Routines, Working method, Manning etc. PERSONAL: • It is personal service which upgrades a neutral impression about a service to a good impression. • A honest smile & full personal attention will work wonders even if material service breaks down.
In any Interaction Human level (to fulfill current human needs) Business level (to accomplish external purposes and objectives)
Customer Service The four things the Customer wants: • Friendly, caring service: • Being interested • Giving information • Listening carefully • Answering questions • Warm friendly responses at all times especially when customers are upset or have concerns • Flexibility: Customer want the person to “jiggle” the system to make it work for them. They don’t want to hear “No”
Customer Service The four things the Customer wants: • Problem resolution: • Business problems • Non-business problem • Recovery: If and when mistake is made, customer wants you to take care of it quickly and to their satisfaction • Apology • Fix it • Extra Step • Follow up
Moments Of Truth • A moment of truth is any point in the interaction during which the customer has an opportunity to gain an impression of the service provided by the company • Research has shown that it takes on average 12 shining moments of truth to compensate for one dull moment of truth
Caring Responses The Caring responses are skills that can be used all the time, not just when customers are upset. The four skills are: • Acknowledging • Appreciating • Affirming • Assuring
Dont’s • Don’t Forget • Don’t Hesitate • I will try • Unfortunately • Free • Discount • Sadly • We cant do that • Just a second
Dont’s • I am afraid • I don’t know • Cost problem • Don’t worry • No problem • But • You will have to • It’s a policy
The Benefits of Good Customer Service Personal Benefits WIFM: • Less stress • Higher efficiency • More job satisfaction Organizational Benefits: • Key to survival and success • Motivated teamwork • Cost effective • Adds to the company bottom line
Some Startling Statistics • Only 4% of customers actually complain • For every complaint you receive there are 26 unattended • Around 75% of the complaining customers will do business with you again, if you act quickly • It costs 5-6 times more to attract new customers than to keep old ones
Surprised? Out of the entire customers you lost: • 1% die • 3% move away • 9% go away for cheaper prices • 19% are chronic customers • 68% leave due to bad service
So Most Of All Customers go elsewhere because the people they deal with are indifferent to their needs 68%.
The two types of Customer Service • Reactive Customer Service • Proactive Customer Service
Reactive Customer Service Starts after receiving a complaint. Moves on to solving the complaint. Usually is a one time activity. Basically we wait till the time complaints come. • Uncaring • Unresponsive • Uninvolved • Rude • In general, they under-deliver customer service
Proactive Customer Service • Starts at the time of customer making the purchase • Makes buying a pleasant experience • Reduces the waiting time • Delivers service more efficiently • Increases customer retention • Lesser complaints • The Bottom Line- does wonders for you and your company
Winner/ Loser Tapes LOSER TAPES WINNER TAPES There are so many The customer is customer problems the reason we are here The back room is How to organize disorganized the back room
Winner/ Loser Tapes LOSER TAPES WINNER TAPES The customer just How can we use doesn’t understand this information to gain revenue/ credibility by educating the customer I have too much Having lots to do make work to do time fly
GUEST • G- Greet the customers • U- Understand customer needs • E- Explain features and benefits • S- Suggest additional items • T- Thank the customer
Three Styles of Communication • Aggressive communication: Communication becomes aggressive when we stand up for our rights in such a way that the other persons rights are violated. It leads to a close down in communication.
Three Styles of Communication • Submissive communication: When we use submissive communication we fail to stand up for our rights or we express them in a way that allows others to easily disregard them. It leads to win lose communication, where neither party is satisfied.
Three Styles of Communication • Assertive communication: It involves standing up for our own rights in a way that it does not violate the rights of others.
Customer Service Attitude • Work – as if money is not important, • Trust – as if never been ditched, • Dance – as if nobody is watching, • Love – as if never been hurt………..
Customer Service Attitude “Thank you for calling Customer Service. If you are calm and rational, press 1. If you are a whiner, press 2. If you are a hot head, press 3…….
Customer Service Attitude Customer Service is 80% Attitude & 20% Technique
What is Customer Service Attitude……….? “Customer Service Attitude is the inherent ability to look at every interaction with the customer as an opportunity for customer delight and service excellence”
Displaying Customer Service Attitude • Projecting Confidence • Thinking Positive • Using Positive Language • Being Enthusiastic • Conveying Speed or urgency • Taking Ownership or accountability • Being Courteous
CONFIDENCE “ Who has Confidence in himself will gain the confidence of others”
Our beliefs fuel our actions. Positive beliefs lead to positive actions and negative beliefs lead to negative actions. Thinking Positive
Using positive language! The way you express yourself will affect whether your message is received positively or negatively
Conveying Speed or Urgency Your problem is important
Taking Ownership To the customer you are the Company
Courtesy Please Politeness goes far yet costs nothing Thank you
A customer is not dependent upon us………. We are dependent upon him for our living
A customer is not a cold statistic. He is flesh and blood human being with emotions and prejudices just like our own
Best Model • B: Being the customer interaction Gauge mood Build rapport • E: Establish the customers agenda Ask open and closed ended questions Be quiet Listen actively Probe for specifics Paraphrase
Best Model • S : Satisfy the customer’s needs. Generate more than one option Consider the customer’s perspective • T: Thank the customer and verify the next step Thank the customer Verify who will do what by when
When we learn to appreciate one another’s differences, we become more willing to listen, more open to new ides and more eager to grow. Birds of different feathers come flocking to us- we have to work together with them.
Good Customer Service rests on 3 P’s People Process Product