Customer Service & Standard Telephonic Communication Muhammad Nabeel
Objective Learn to identify & analyze the customer’s needs & problems Recognize the most common reasons for customer complaints Maintain special customer relationship Use of two way communication Core Competencies & Importance of Feedback Standard Telephonic Conversation Copyright @ MAT 2012
Or, a person or thing of a specified kind that one has to deal with. Who is a Customer? A person or organization that buys goods or services from a store or other business. Or, a person or thing of a specified kind that one has to deal with. Copyright @ MAT 2012
Type of customers we deal with Copyright @ MAT 2012
The action of helping, assisting or doing work for someone. What is a Service ? The action of helping, assisting or doing work for someone. Copyright @ MAT 2012
Our Services Air Travel Hotels & Accom Car Rentals Visa Services Insurance Sight Seeing Cruise Rail Intl Driver’s License Airline GSAs Coach Tours Meet & Assist Meetings & Confer Travel Money Cards Copyright @ MAT 2012
But what is Customer Service man?? Copyright @ MAT 2012
Please write one sentence definition of Customer Service. Copyright @ MAT 2012
Now lets do an activity Copyright @ MAT 2012
Customer service is the provision of service to customers before, during and after a purchase. Copyright @ MAT 2012
Some definitions o f customer service in use today:- “ Customer service is the ability to provide a service or product in the way that it has been promised." “ Customer service is about treating others as you would like to be treated yourself." “ Customer Service is any contact between a customer and a company, that causes a negative or positive perception by a customer." “Customer Service is the commitment to providing value added services to external and internal customers, including attitude knowledge, technical support and quality of service in a timely manner." “Customer service is a proactive attitude that can be summed up as: I care and I can do." Copyright @ MAT 2012
“Excellent customer service is the ability of an organization to constantly and consistently exceed the customer's expectations.” Copyright @ MAT 2012
“Customer service is the knowledge delivered with care to make life easy for the customer.” Copyright @ MAT 2012
Some examples of Poor Customer Service! Copyright @ MAT 2012
Some examples of Poor Customer Service! Copyright @ MAT 2012
Some examples of Poor Customer Service! Copyright @ MAT 2012
Some examples of Poor Customer Service! Copyright @ MAT 2012
Some examples of Poor Customer Service! Copyright @ MAT 2012
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 Better Customer Service Copyright @ MAT 2012
The Choice is YOURS! Copyright @ MAT 2012
Copyright @ MAT 2012
Competencies Communication Customer Sensitivity Decisiveness Energy Flexibility Follow-up Impact Initiative Integrity Job knowledge Service Oriented Planning Work Standards Problem Solving Copyright @ MAT 2012
The 10 Commandments Know who is the boss Be a good listener Identify needs Give importance Help them to understand your system Help them & say ‘YES’ Apologize Give more than expected Get feedback Treat them well Copyright @ MAT 2012
Standard Telephonic Communication Copyright @ MAT 2012
Now lets do a short role play Copyright @ MAT 2012
Customer forms a mental PICTURE H N F L E O U R S Y D A G Copyright @ MAT 2012
Personal Qualities Determination Self Motivation Sense of Humor Self Esteem Professionalism Enthusiasm Persistence Flexibility Quick Thinking Thick - Skinned Copyright @ MAT 2012
5 PHASES OF A CALL PHASE 1 Opening the call Greeting Introduction Building the rapport Identifying Need Question PHASE 3 Collecting Verifying Information Paraphrase P HASE 4 Provide Solution Alternatives In formation PHASE 5 Get Customer Buy In Establish next step Close the Call Copyright @ MAT 2012
Things to Remember Make sure you speak clearly and are smiling as you answer the phone; also identify yourself. Before placing a caller on hold, ask their permission first and thank them. It is better to return a call than to keep someone on hold too long. If the phone rings back to you, you've kept them on hold too long. Do not forget to return the call as you promised. Do not permit the phone to ring into the office more than three times. Always use a pleasant, congenial and friendly tone. Never interrupt the person while he/she is talking to you. Copyright @ MAT 2012
Things to Remember Never engage in an argument with a caller. Before placing a caller on hold, ask their permission first and thank them. Do not make it a habit of receiving personal calls at work. Do not answer the phone if you are eating or chewing gum. Do not give the impression that you are rushed. It is better to return the call when you can give the person the time they need to handle the reason for their call. Learn how to handle several callers simultaneously with ease and grace. Return calls promptly that have been left with messages. Copyright @ MAT 2012
Things to Remember Always make collection calls in private and away from the patient flow or public areas. When hanging up the phone, make sure the caller or person called hangs up first if the phone is slammed on the receiver. Otherwise, always hang up the phone, gently. Use simple language. Use customer’s name during the course of call. Never say ‘ I don’t know’, ‘ We cant do’ Copyright @ MAT 2012
Things to Remember Never say ‘ That’s not my department or Job’ Never say ‘ Could you call back’ Never say ‘ we are busy right now’ No personal excuses Never say ‘ I will make sure that he or she gives you a call’ Never say ‘ just a second’ Copyright @ MAT 2012
Handling Irate Customer The first step is to simply hear the person out Listen Intently Allow the customer to vent frustration Empathizing allows you to understand another person’s motives without requiring you to agree with them. Copyright @ MAT 2012
International Call Signs ALPHA B BRAVO C CHARLIE D DELTA E ECHO F FOXTROT / FATHER G GOLF / GOLD H HENRY / HARRY I INDIA J JACK / JULIET K KILO L LIMA M MIKE N NOVEMBER / NANCY O OSCAR P PAPA / PETER Q QUEBEC / QUEEN R ROGER S SIERRA T TANGO U UMBRELLA V VICTORY / VICTOR W WATER X XRAY Y YANKEE Z ZULU Copyright @ MAT 2012
Questions & Suggestions Copyright @ MAT 2012
Thanks for your valuable time & participation.. Copyright @ MAT 2012