How To Create A Customer Service Environment By Jit Singh By Jit Singh How To Create A Customer Service Environment By Jit Singh By Jit Singh.

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Presentation transcript:

How To Create A Customer Service Environment By Jit Singh By Jit Singh How To Create A Customer Service Environment By Jit Singh By Jit Singh

Customer Service 1.Customers do not tolerate poor customer service. 2.Good customer service can bring in more customers and help a company grow. 1.Customers do not tolerate poor customer service. 2.Good customer service can bring in more customers and help a company grow.

Customer Service Statistics 1.Only 4% of disgruntled customers complain, preferring to switch rather than fight. 2.Twenty percent of your problem customers account for eighty percent of your headaches (the Pareto Principle) 3. Of the customers who register a complaint, between 54% and 70% will do business again if their complaint is resolved. That figure goes up to a staggering 95% if the complaint is resolved quickly. 1.Only 4% of disgruntled customers complain, preferring to switch rather than fight. 2.Twenty percent of your problem customers account for eighty percent of your headaches (the Pareto Principle) 3. Of the customers who register a complaint, between 54% and 70% will do business again if their complaint is resolved. That figure goes up to a staggering 95% if the complaint is resolved quickly.

Customer Service Statistics 4. The average customer who has a problem with your company will tell 9 to 10 other people about it. 5. Customers who complain and have the problem resolved satisfactorily, will tell an average of 5 people about the treatment they receive. 4. The average customer who has a problem with your company will tell 9 to 10 other people about it. 5. Customers who complain and have the problem resolved satisfactorily, will tell an average of 5 people about the treatment they receive.

F ace your customer directly. By doing this, you imply that you are giving your undivided attention to the conversation. You are not letting anything distract you. F ace your customer directly. By doing this, you imply that you are giving your undivided attention to the conversation. You are not letting anything distract you.

L ean forward the customer. This again implies to the customer that you are giving your undivided attention. When leaning forward, however, avoid invading the customer’s intimate space. L ean forward the customer. This again implies to the customer that you are giving your undivided attention. When leaning forward, however, avoid invading the customer’s intimate space.

O peness in your posture. Do not cross your arms or legs. This implies that you are holding something back. By portraying an open posture you imply to the customer that you are open to his/her concerns and needs. O peness in your posture. Do not cross your arms or legs. This implies that you are holding something back. By portraying an open posture you imply to the customer that you are open to his/her concerns and needs.

W atch the customer. Maintain good eye contact – about three to seven seconds at a time. Do not stare. Staring can intimidate a customer. But do not let your eyes shift back and forth. This makes it seem like you are avoiding eye contact, which implies that you are have something to hide. W atch the customer. Maintain good eye contact – about three to seven seconds at a time. Do not stare. Staring can intimidate a customer. But do not let your eyes shift back and forth. This makes it seem like you are avoiding eye contact, which implies that you are have something to hide.

E nergize your listening. Do not sit or stand rigidly. Let the customer know that you are paying attention by smiling or frowning at appropriate times, by nodding your head, or by using simple responses, like “uh-huh,’’ “mmmm,” and “then?” These response are called response modalities. are called response modalities. They show a customer that you are listening, and they encourage the customer to continue. E nergize your listening. Do not sit or stand rigidly. Let the customer know that you are paying attention by smiling or frowning at appropriate times, by nodding your head, or by using simple responses, like “uh-huh,’’ “mmmm,” and “then?” These response are called response modalities. are called response modalities. They show a customer that you are listening, and they encourage the customer to continue.

R elax while you listen. Avoid showing tension. Sit casually. Smile when it is appropriate. These actions will help your customer relax and make him or her more likely to be open with you. R elax while you listen. Avoid showing tension. Sit casually. Smile when it is appropriate. These actions will help your customer relax and make him or her more likely to be open with you.

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Try to keep the following ideas in mind whenever you listen to customer: Try to keep the following ideas in mind whenever you listen to customer: 1. Remember, you are now a listener. Focus on what the customer is saying. Think about what the customer is saying and try to understand it while you are listening 1. Remember, you are now a listener. Focus on what the customer is saying. Think about what the customer is saying and try to understand it while you are listening

2. Do not waste your listening time rehearsing your response. You will probably misunder- stand what the customer is saying. (You can, of course, take notes so you would not forget important points) 2. Do not waste your listening time rehearsing your response. You will probably misunder- stand what the customer is saying. (You can, of course, take notes so you would not forget important points)

3. Let the customer speak. Do not interrupt. Do not compete your speaking time. You will have your chance to speak. Interrupting a customer is the same as saying, “What you are saying is not important. Besides I am so superior. I can take care of your situation without even hearing what you have to say.” 3. Let the customer speak. Do not interrupt. Do not compete your speaking time. You will have your chance to speak. Interrupting a customer is the same as saying, “What you are saying is not important. Besides I am so superior. I can take care of your situation without even hearing what you have to say.”

4. Do not take adversarial role. Do not get defensive. Do not look for weaknesses to attack. remember, no one ever won an argument with a customer. Even if you win, you lose. 4. Do not take adversarial role. Do not get defensive. Do not look for weaknesses to attack. remember, no one ever won an argument with a customer. Even if you win, you lose.

5. Do not take negative comments personally. When customers are upset or have complaints about something, they are usually upset about the whole situation. You are just the person they are talking to. 5. Do not take negative comments personally. When customers are upset or have complaints about something, they are usually upset about the whole situation. You are just the person they are talking to.