customer service skills
DESCRIPTION
How to improve your customer skillsTRANSCRIPT
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Customer service skills
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Who is a customer?
• Is he dependant?
• An intrusion
• A statistic
• Why is he important?
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What do customers really want?
Benefits from the products?
Services offered
A solution to problems
Good service, reliability and quality
Continuity
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• THE DIFFERENCE BETWEEN THOSE
COMPANIES THAT MAKE IT AND THOSE
THAT DON’T –
IS GOOD CUSTOMER SERVICE !
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CUSTOMER SATISFACTION
• Broad based statistics
• They are dissatisfied 25% of the time
• 5% complain
• 20% feel complaining is useless
• 95% may not come back
• Why????
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• The 5% complainer –
• Bad service is carried through word of mouth
• Slack handling of complaints
• Improper attention to customer needs
• Customer loyalty is not a priority
• The 5% retention can increase customers by 25-85%
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Characteristics of customer care
• Experience: No physical attributes• Perishable: moments spent are vital• Human interaction: your attitude/degree
and quality• Reactions: the quality has to be
consistent, as each customer has different needs!
• Transferable: thoughts and experiences are transferable!
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What is superior customer care?
Customer friendly
Positive response
empathy
assurance
reliability
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Superior customer care
• The big five factors
• Reliability
• Assurance
• Customer friendly – tangible
• Empathy
• response
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PARCH
• POLITE- at all times• ATTENTIVE-full
concentration• RESPECTFUL: and
focused • CONSIDERATE:
showing concern• HELPFUL: without
being asked
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Key behavior skills
• Roll out the red carpet
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Key behavior patterns
• A neat and tidy appearance• A clean face• Neat hair• A tidy work counter• Good speech and action• Correct address: sir/madam/mr/miss• Genuine speech• volume
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Contd:
• Be clear
• Modulate your tone
• Suitable gestures
• Listen
• Maintain correct posture
• Effective smiling
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Application
• Greeting customers
• SMILE
• Nod if needed
• Speak-be brief
• Give Impact & pause for response
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Offering assistance
• Offer in specific terms
• Appropriate gestures
• If unable to do so, make a general offer
• And be prepared for a negative response
• Never argue
• Difference in CAN AND MAY
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DELAYS
• APOLOGIZE
• GIVE A REASON FOR THE DELAY
• GIVE A TIME SPAN – IN A MOMENT,SHORTLY
• 3 MINUTES – ANGER
• 6 MINUTES- DISSATISFIED
• OBLIGE WITH AMENITIES
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REFERRING TO A SERVICE POINT
• Give correct indications
• Mention who to ask for
• Do not say –”I don’t know”
• Do not bluff your way through
• If you need to assist with a telephone call
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How to point out a mistake to a customer
• Inform – quietly and confidentially
• Speak in a sympathetic low tone
• Provide the facts of the mistake
• Help the customer to overcome the mistake
• Do not say “you” or “your” to the customer
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How to apologize for a mistake
• Apologize immediately
• Admit as “my” or “our”
• Do not blame other colleagues or departments
• Inform them what you are going to do, but don’t exceed your authority
• Give assurance that the mistake will not be repeated
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How to say NO
• Never start with a NO
• Isolate the customer
• Apologize for saying NO
• Give information and show attentiveness
• Use a low tone – if it is unpleasant news
• Handle the situation quietly – ask for alternatives he would like you make!
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assistance
• Offer assistance to mothers with prams.
• Assist people in wheelchairs
• Inform them of facilities provided for them
• Enquire if they need assistance
• Offer any assistance to the handicapped, people with spastic children, or families with a senior citizen
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Who are the complainers?
• When their expectations are not met
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When they have been treated badly
• Apologize
• Be courteous
• Helpful
• Might complain
• To your superior
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• The customer who has been ignored
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Dealing with difficult customers
• Give individual attention
• Put yourself in their shoes
• Use positive and friendly words
• Ask pertinent questions-remain in control of the situation
• Remain calm
• Ensure that you and the customer see the problem in the same light
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• Never be afraid to say SORRY
• Do not blame another customer or colleague