1. Customer service Dr. Ihab Nada DOE, MSKMC

2. What is Good Customer Service? The ability of a person to use their knowledge, expertise and proficiency to attend the needs of any customer, either personally or through any other means. The ability of a person to use their knowledge, expertise and proficiency to attend the needs of any customer, either personally or through any other means.

3. Customer Service Skills skills needed to successfully complete any customer interaction, whether it be in person, via phone, or online skills needed to successfully complete any customer interaction, whether it be in person, via phone, or online

4. WHY DO WE LOSE CUSTOMERS? Because they die 0.6 % Because they die 0.6 % Because they move to another other place 0.9 % Because they move to another other place 0.9 % Because of loyalty 1.3 % Because of loyalty 1.3 % Because of PRICE 6.9 % Because of PRICE 6.9 % Because of QUALITY 15.2 % Because of QUALITY 15.2 % Because of BAD SERVICE 75.1 % Because of BAD SERVICE 75.1 % Bad attention could be offered by: A Director, Security guard, Nurse, Doctor, Assistant, Clerk etc.

5. Who Are Our Customers?

9. Customer Perspective SERVICE SERVICE QUALITY QUALITY VALUE VALUE CONFIDENCE-TRUST CONFIDENCE-TRUST

10. What are key elements of GOOD Customer Service? RespectKindnessUnderstandingTrust Good Communication

11. Who would you want to deal with?

12. Product Knowledge The best customer service representatives are the ones who have a firm understanding of their company's products and services. These representatives understand the processes and procedures and can easily explain them to others The best customer service representatives are the ones who have a firm understanding of their company's products and services. These representatives understand the processes and procedures and can easily explain them to others They are able to assist customers quickly and efficiently They are able to assist customers quickly and efficiently

13. Communication and Listening Skills Strong communication and listening skills complement product knowledge and enable you to provide clear instruction and assistance. Strong communication and listening skills complement product knowledge and enable you to provide clear instruction and assistance. Your verbal communication should be clear and include proper word selection. Your verbal communication should be clear and include proper word selection. Your tone should be pleasant and friendly. Your tone should be pleasant and friendly. You must listen to the customer, ensure that you clearly understand the question or concern, and respond in an effective manner. You must listen to the customer, ensure that you clearly understand the question or concern, and respond in an effective manner.

14. Good service... X-ray Here are the Tablets while the Doctor looks at the x-ray

15. Can I have water to take it with? I will get it for you Some times we believe we are offering a good service

16. OK, now please put the tablets in the bucket to soften the cast What happened?

17. Courtesy Customer service representatives need to be courteous at all times. Customer service representatives need to be courteous at all times. Employers do not want customers to be subject to rude customer service agents, even if the customer is the aggressor. Employers do not want customers to be subject to rude customer service agents, even if the customer is the aggressor. Good customer service agents are able to keep a level head and continue being polite and helpful, no matter what the customer says or does Good customer service agents are able to keep a level head and continue being polite and helpful, no matter what the customer says or does

18. Problem-Solving Skills A large portion of a customer service involves resolving customer issues A large portion of a customer service involves resolving customer issues You must be able to analyze information, identify the issue and resolve the situation in a timely fashion You must be able to analyze information, identify the issue and resolve the situation in a timely fashion Good problem solvers know how to utilize their resources Good problem solvers know how to utilize their resources

19. Ability to Make Fast, Autonomous Decisions Customer service agents have to be able to make fast decisions to help customers and solve problems. Customer service agents have to be able to make fast decisions to help customers and solve problems. This requires thinking on your feet without the guidance of a supervisor to get things resolved as fast as possible. This requires thinking on your feet without the guidance of a supervisor to get things resolved as fast as possible. Customers appreciate having to deal with only one person so employers look for people who can make the right decision at the right time without escalating the matter to a manager Customers appreciate having to deal with only one person so employers look for people who can make the right decision at the right time without escalating the matter to a manager

20. Professionalism Professionalism is an integral part of customer interaction Professionalism is an integral part of customer interaction Customer service representatives represent their company and their products to the public. Customer service representatives represent their company and their products to the public. You must be respectful, courteous and demonstrate confidence in your company and its products You must be respectful, courteous and demonstrate confidence in your company and its products

21. Action-Oriented Multi-Task Manager Customer service often involves completing several tasks simultaneously Customer service often involves completing several tasks simultaneously Representatives must be action-oriented Representatives must be action-oriented Work effectively both independently and in a team environment. Work effectively both independently and in a team environment.

22. Confidence If the customer feels that you are not confident about your information, decisions or resolutions, he might question your integrity and ability If the customer feels that you are not confident about your information, decisions or resolutions, he might question your integrity and ability Develop your confidence by increasing your product knowledge and having a strong understanding of your responsibilities and your company's procedures Develop your confidence by increasing your product knowledge and having a strong understanding of your responsibilities and your company's procedures

23. What are key elements of GOOD Customer Service? actively serve customers actively serve customers resolve issues resolve issues initiate changes initiate changes teach co-workers teach co-workers

24. Handling Customer Complaints B.L.A.S.T. B- Believe L- Listen A- Apologize S- Satisfy T- Thank

25. Believe This is the cornerstone of handling a customer complaint. Yes, the customer may be lying and be incorrect about their situation. It is important to understand that your customer believes that your establishment has wronged them. This is the cornerstone of handling a customer complaint. Yes, the customer may be lying and be incorrect about their situation. It is important to understand that your customer believes that your establishment has wronged them.

26. Listen Stop and listen to your customer's complaint Stop and listen to your customer's complaint Take a second, relax, and listen. On occasion a complaining customer will be rude, angry, and use vulgar language, stay the course and remain calm Take a second, relax, and listen. On occasion a complaining customer will be rude, angry, and use vulgar language, stay the course and remain calm When the customer is done venting; in a calm, non- judgmental tone, repeat their problem When the customer is done venting; in a calm, non- judgmental tone, repeat their problem No excuses, just solutions! No excuses, just solutions!

27. Apologize Always apologize even if you did nothing wrong. Always apologize even if you did nothing wrong. A sincere apology will usually diffuse a lot of frustration that the customer has. A sincere apology will usually diffuse a lot of frustration that the customer has.

28. Satisfy Make it right. Ask the customer "What can I do to make this right for you"? Be the judge of what is fair of course, but allow them the opportunity to feel empowered over the situation. Make it right. Ask the customer "What can I do to make this right for you"? Be the judge of what is fair of course, but allow them the opportunity to feel empowered over the situation.

29. Thank At the beginning, at the end, in the middle; it doesn't matter, thank the customer for calling, writing or communicating and complaining. At the beginning, at the end, in the middle; it doesn't matter, thank the customer for calling, writing or communicating and complaining. A happy customer will tell two or three friends about a good experience, but an unhappy customer will tell at least ten friends about their experience and it always multiplies through word of mouth. A happy customer will tell two or three friends about a good experience, but an unhappy customer will tell at least ten friends about their experience and it always multiplies through word of mouth.

30. And……. Maintain calm regardless of customers' or co-workers’ attitudes Maintain calm regardless of customers' or co-workers’ attitudes

31. Cooperation

32. Thank You!