1. Customer Service Mahesh K Prasad Head-Human Resources

2. Customer Service Objectives of the program: Who is a customer Who is a customer Identify your customer- Internal and External Identify your customer- Internal and External What quality characteristics are important for Customer service What quality characteristics are important for Customer service How to create positive memorable experiences for all customers How to create positive memorable experiences for all customers

3. Caring Customer Service Outcomes of this module are: Identify different kinds of customer contact Identify different kinds of customer contact Demonstrate and use Caring Responses Demonstrate and use Caring Responses Create and use a series of Caring Responses Create and use a series of Caring Responses

4. 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 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

5. Reactions What is often surprising is how long these reactions last What is often surprising is how long these reactions last Good & bad customer care can arouse powerful emotions Good & bad customer care can arouse powerful emotions Benefits- remarkable or disastrous Benefits- remarkable or disastrous Opportunity- retain/ lose customers & gain/ lose several more 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 Research shows that someone who has had a bad customer experience will tell at least 10 other people

6. Customer Service Who are Customers? People who receive my output People who receive my output People who pay me People who pay me They are the reason why I do my job They are the reason why I do my job People who want to avail my company’s services People who want to avail my company’s services

7. Foundation of Customer Service Customers are of two types: Internal Internal External External

8. Foundation of Customer Service Internal customer: Group of people you may serve within the organization. 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. “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. You are a customer of others within an organization and you also have customers.

9. Customer Service What quality characteristics are important to your customers? Accuracy Accuracy Friendliness Friendliness Timeliness Timeliness Efficiency Efficiency Courtesy Courtesy Honesty Honesty

10. Why is Service so Difficult to Define Accurately? It is not tangible It is not tangible It cant be measured/ weighed It cant be measured/ weighed It is more emotional than rational It is more emotional than rational You can sell it, but you cannot give a customer a sample to take & show to another 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 Having given it, the customer may not have acquired anything

11. Customer Service Core service and Customer service Core Service: is the service or product your organization provides to its customers- your “reason for being” 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 Customer Service: includes all of the interactions you have with a customer while you are conducting the business

12. Service can be Divided into two main types: MATERIAL: Price, Quantity, Quality, Type of equipment, Routines, Working method, Manning etc. 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. 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. A honest smile & full personal attention will work wonders even if material service breaks down.

13. In any Interaction Human level (to fulfill current human needs) Business level (to accomplish external purposes and objectives)

14. 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”

15. 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

16. 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 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 Research has shown that it takes on average 12 shining moments of truth to compensate for one dull moment of truth

17. 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 Acknowledging Appreciating Appreciating Affirming Affirming Assuring Assuring

18. Dont’s Don’t Forget Don’t Forget Don’t Hesitate Don’t Hesitate I will try I will try Unfortunately Unfortunately Free Free Discount Discount Sadly Sadly We cant do that We cant do that Just a second Just a second

19. Dont’s I am afraid I am afraid I don’t know I don’t know Cost problem Cost problem Don’t worry Don’t worry No problem No problem But But You will have to You will have to It’s a policy It’s a policy

20. The Benefits of Good Customer Service Personal Benefits WIFM: Less stress Less stress Higher efficiency Higher efficiency More job satisfaction More job satisfaction Organizational Benefits: Key to survival and success Key to survival and success Motivated teamwork Motivated teamwork Cost effective Cost effective Adds to the company bottom line Adds to the company bottom line

21. Some Startling Statistics Only 4% of customers actually complain Only 4% of customers actually complain For every complaint you receive there are 26 unattended 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 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 It costs 5-6 times more to attract new customers than to keep old ones

22. Surprised? Out of the entire customers you lost: 1% die 1% die 3% move away 3% move away 9% go away for cheaper prices 9% go away for cheaper prices 19% are chronic customers 19% are chronic customers 68% leave due to bad service 68% leave due to bad service

23. So Most Of All Customers go elsewhere because the people they deal with are indifferent to their needs 68%.

24. The two types of Customer Service Reactive Customer Service Reactive Customer Service Proactive Customer Service Proactive Customer Service

25. 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 Uncaring Unresponsive Unresponsive Uninvolved Uninvolved Rude Rude In general, they under-deliver customer service In general, they under-deliver customer service

26. Proactive Customer Service Starts at the time of customer making the purchase Starts at the time of customer making the purchase Makes buying a pleasant experience Makes buying a pleasant experience Reduces the waiting time Reduces the waiting time Delivers service more efficiently Delivers service more efficiently Increases customer retention Increases customer retention Lesser complaints Lesser complaints The Bottom Line- does wonders for you and your company The Bottom Line- does wonders for you and your company

27. Winner/ Loser Tapes LOSER TAPES WINNER TAPES There are so many The customer is customer problems the reason we are here here The back room is How to organize disorganized the back room

28. Winner/ Loser Tapes LOSER TAPES WINNER TAPES The customer just How can we use doesn’t understand this information to gain revenue/ gain revenue/ credibility by credibility by educating the educating the customer customer I have too much Having lots to do make work to do time fly

29. GUEST G- Greet the customers G- Greet the customers U- Understand customer needs U- Understand customer needs E- Explain features and benefits E- Explain features and benefits S- Suggest additional items S- Suggest additional items T- Thank the customer T- Thank the customer

30. Three Styles of Communication Aggressive 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. 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.

31. Three Styles of Communication Submissive 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. 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.

32. Three Styles of Communication Assertive communication: Assertive communication: It involves standing up for our own rights in a way that it does not violate the rights of others. It involves standing up for our own rights in a way that it does not violate the rights of others.

33. Customer Service Attitude Work – as if money is not important, Work – as if money is not important, Trust – as if never been ditched, Trust – as if never been ditched, Dance – as if nobody is watching, Dance – as if nobody is watching, Love – as if never been hurt……….. Love – as if never been hurt………..

34. 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…….

35. Customer Service Attitude Customer Service is 80% Attitude & 20% Technique

36. 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”

37. Displaying Customer Service Attitude Projecting Confidence Projecting Confidence Thinking Positive Thinking Positive Using Positive Language Using Positive Language Being Enthusiastic Being Enthusiastic Conveying Speed or urgency Conveying Speed or urgency Taking Ownership or accountability Taking Ownership or accountability Being Courteous Being Courteous

38. CONFIDENCE “ Who has Confidence in himself will gain the confidence of others”

39. Our beliefs fuel our actions. Positive beliefs lead to positive actions and negative beliefs lead to negative actions. Thinking Positive

40. Using positive language! The way you express yourself will affect whether your message is received positively or negatively

41. Conveying Speed or Urgency Your problem is important

42. Taking Ownership To the customer you are the Company

43. CourtesyPlease Politeness goes far yet costs nothing Thank you

44. A customer is not dependent upon us………. We are dependent upon him for our living

45. A customer is not a cold statistic. He is flesh and blood human being with emotions and prejudices just like our own

46. Best Model B: Being the customer interaction B: Being the customer interaction Gauge mood Build rapport E: Establish the customers agenda E: Establish the customers agenda Ask open and closed ended questions Be quiet Listen actively Probe for specifics Paraphrase

47. Best Model S : Satisfy the customer’s needs. 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 T: Thank the customer and verify the next step Thank the customer Verify who will do what by when

48. 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.

49. Good Customer Service rests on 3 P’s People ProductProcess