CUSTOMER SERVICE

2 Learning Curve He who knows not and knows not that he knows not....________________ He who knows not and knows that he knows not......___________________ He who knows and knows not that he knows _________________ He who knows and knows that he knows _________________

3 CONTROL INFLUENCENO INFLUENCE The Leader Constantly Tries To Expand His/Her Circle Of Control And Influence

4 Service Industry Review 70’s…Non-existent 80’s…Awareness 90’s…Lip Service 00’s…Relationship

5 Achieving Quality Customer Service Quality Customer Service can be achieved by : – Understanding that the long term success of your organisation depends on good customer service. – Accepting responsibility for providing customer service in a courteous manner. – Learning and adapting innovative techniques and skills in providing customer service in a positive manner.

6 Five Factors For Success Knowledge Organisation / Products  Division & Activities  Service / various options Customers  Customer needs & requirements  Types & profile  Expectations & perceptions  Decision making process  Various customer handling strategies  How to give / get commitment Technical / Commercial  Procedures  Documentation  Check list of transactions  Depreciation / taxation benefits

7 Five Factors For Success Communication Skills Verbal  Greeting the customer  Addressing & establishing identity  Questioning techniques  Identifying & assessing the customers’ needs  Obtaining the right & relevant information  Test understanding and confirming significant issues  Building empathy & rapport with the customer  Closing the transaction successfully  Effective telephone etiquette and communication skills

8 Five Factors For Success Communication Skills Non Verbal  Voice modulation  Body posture & language  Eye-contact  Overcoming common pitfalls & barriers in non-verbal communication Listening  Active listening  Effective skills in listening  Overcoming barriers to effective listening

9 Five Factors For Success Administrative Skills Organising  Access / availability / alternatives  Check list of transactions & procedures  Quality checks Planning / Prioritising  Time management  Proactive skills  Decision making Co-ordinating  Requests  Acknowledgement  Follow - up

10 Five Factors For Success Strategies / “Game Plan” Sensing customer reactions Understanding customer type Questioning techniques Call control Handling complaints & dissatisfied customer Managing customer perception & expectations Evolving solutions “You” Factor Interpersonal Skills Perception Management Attributes & Qualities

11 What Is Service? The term service has a variety of different meanings. These include: Doing work on behalf of another Helping Assisting Providing expertise Giving advice Solving problems Following up an earlier action Giving satisfaction or pleasure If we combine these elements, and accept that service is primarily concerned with customers and clients, we can come up with our own definition. “Service Is Identifying And Efficiently Meeting Customers’ And Clients’ Obvious And Hidden Needs”

12 The High Cost Of Poor Customer Service Poor customer service does not lead to just one dissatisfied customer or one unresolved complaint. Consumer research indicates that: The average wronged customer tells 8-10 others It costs 5 times more to attract new customers than it costs to keep old ones 91% of unhappy customers won’t purchase from you again When a complaint is removed 82%-95% of customers will stay with you Customers are more likely to switch vendors because of poor service than over price

13 Customer Expectations Of Quality Service Listen to me Give me dependable service Give me correct information Know your job and offer suggestions Give me consistent service Give me courteous service I expect action when something is wrong

14 The Rights Of Your Customers Customers may sometimes appear to be over-demanding. They might insist on discussing a whole range of issues before deciding. Do they have the right to waste your time? Good business practice acknowledges that customers do have certain rights which include: The right to receive accurate and relevant information about your product / service The right to your assistance, co-operation and support while you interact with them The right to expect “Value for their Money” Evaluate your range of services without any pressure from you Pay with any financial instrument within the options offered by your organisation

15 What words do you use to describe your customers ? (when they are not listening ) ASS&$*#! SO *$(

16 What words you think your customers use for Describing YOU? All I asked for was lil’ detail !!!

17 What words we want our customers To describe us with ? What words we would like to use to Describe our customers?

18 Factors Affecting Customer Service Role Trap & Functional Boundaries Lack of Appreciation / Awareness on how important the Customer is Lack of Inter-functional Co-ordination Personal Ambitions Lack of Clearly Defined Customer Policy or Inadequate communication Inter-functional Rivalry Lack of Teamwork & Related Skills Inadequate Systems & Planning Can you identify any of the above or additional factors prevalent in your organisation?