p rofessional e mployers p rivate l imited module: sizzling customer service slides: 13
TRANSCRIPT
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PROFESSIONAL EMPLOYERS PRIVATE LIMITED
PROFESSIONAL EMPLOYERS PRIVATE LIMITED
MODULE: Sizzling Customer Service
SLIDES: 13
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PROFESSIONAL EMPLOYERS PRIVATE LIMITED 2
WHAT ARE YOUR BUSINESS OBJECTIVES?
Profits? Increase in Stockholders’ Wealth? Greater Market Share? Optimal Utilization of Resources? A Socially Responsible Organization? Customer Satisfaction? Employees’ Wellbeing & Welfare? Adherence to Rules and Regulations & Law? Providing ‘Win / Win’ Deals to Everyone Involved?
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PROFESSIONAL EMPLOYERS PRIVATE LIMITED 3
WHAT ARE YOUR OBJECTIVES?
Cause & Effect Primary Objectives Secondary Objectives
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PROFESSIONAL EMPLOYERS PRIVATE LIMITED 4
BASIC QUESTIONS?
What is Your Business?
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PROFESSIONAL EMPLOYERS PRIVATE LIMITED 5
WHAT IS THE BUSINESS OF
Kodak? Black & Decker? Marriott Hotels? Fair and Lovely? Decent Balloons? Citibank?
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PROFESSIONAL EMPLOYERS PRIVATE LIMITED 6
“What Customers Want When They Buy ¼ Inch Drills is ¼ Inch Holes”
Theodore Levitt
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PROFESSIONAL EMPLOYERS PRIVATE LIMITED 7
BASIC QUESTION?
Who is Your Customer?
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PROFESSIONAL EMPLOYERS PRIVATE LIMITED 8
ARE ANY OF THESE YOUR CUSTOMERS?
Your Prospects?Your Lost Customers?Your Current Customers?Your Competitors’ Customers?
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PROFESSIONAL EMPLOYERS PRIVATE LIMITED 9
This World is Swarming With CUSTOMERS
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PROFESSIONAL EMPLOYERS PRIVATE LIMITED 10
We have CUSTOMERS back at home too
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PROFESSIONAL EMPLOYERS PRIVATE LIMITED 11
Everyone is spending someone else’s time, effort,
and / or money
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PROFESSIONAL EMPLOYERS PRIVATE LIMITED 12
What all Customers want is ADDED VALUE
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PROFESSIONAL EMPLOYERS PRIVATE LIMITED 13
ADDED VALUE
There are only Two Ways to give Added value Give the customer more than they think they are paying for, or To not charge them as much for what they are getting.
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PROFESSIONAL EMPLOYERS PRIVATE LIMITED 14
EVERY ONE WANTS ADDED VALUE
Customers want good value as it pertains to other things but they want added-value for
themselves. Management wants added-value from their employees Employees want added-value from their management. More importantly, organization's potential and current customers want added-
value from both management and employees.
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PROFESSIONAL EMPLOYERS PRIVATE LIMITED 15
How Good We Should Be To Our Customers?50%?75%?99%
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PROFESSIONAL EMPLOYERS PRIVATE LIMITED 16
IF 99.9% IS GOOD ENOUGH, THEN…
2 million documents will be lost by the IRS this year. 12 babies will be given to the wrong parents each day. 18,322 pieces of mail will be mishandled in the next hour. 291 pacemaker operations will be performed incorrectly this year. 20,000 drug prescriptions will be filled incorrectly each year. 22,000 checks will be deducted from the wrong bank accounts each hour. 2 unsafe plane landings at Heathrow Airport each day.
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PROFESSIONAL EMPLOYERS PRIVATE LIMITED 17
THE RECIPE FOR EXEMPLARY CUSTOMER CARE
Four Significant Areas: Quality Improvement Customer Relations Business Processes Communications
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PROFESSIONAL EMPLOYERS PRIVATE LIMITED 18
IMPROVE YOUR QUALITY
Exceed Expectations Constantly Seek Improvements Remember Fundamentals – Avoid Easy Fixes Make Sure There Are No Excuses
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PROFESSIONAL EMPLOYERS PRIVATE LIMITED 19
CAPTIVATE YOUR CUSTOMER RELATIONS
Listen To Your Customers Make It Easy To Complain Analyze and Respond to Complaints Make Customers Your Best Ambassadors Don’t Assume Niceness is Enough Don’t Take Your Relationships For Granted When You Lose a Customer, Find Out Why
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PROFESSIONAL EMPLOYERS PRIVATE LIMITED 20
Customer Complaints Are Not Easy To Hear - But They Are Your Best Friends
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PROFESSIONAL EMPLOYERS PRIVATE LIMITED 21
Customer Complaints Are Like Medicines - Nobody Likes them but they make us better
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PROFESSIONAL EMPLOYERS PRIVATE LIMITED 22
LISTEN FOR DOLLARS – CUSTOMER COMPLAINTS CREATE PROFIT
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PROFESSIONAL EMPLOYERS PRIVATE LIMITED 23
If we do not listen, rest assured, the financial statement will communicate the news
eventually.
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PROFESSIONAL EMPLOYERS PRIVATE LIMITED 24
MAKE YOUR BUSINESS PROCESSES CUSTOMER FRIENDLY
Be Strategic Step Outside the Box Align the Objectives of Your Functions Concentrate on the Big Picture and Worry About Detail Concentrate on Detail and Worry About the Big Picture Observe the Writing on the Wall Be Part of the Solution, and Not the Problem
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PROFESSIONAL EMPLOYERS PRIVATE LIMITED 25
MAKE YOUR BUSINESS PROCESSES CUSTOMER FRIENDLY
Deal With Problems Understand that People, not Processes, Deliver the Service Empower Your People Not To Have to Check with the Supervisor First Don’t pass the Buck Don’t Just Try to Do it. Do IT! Check, Don’t Assume You Did it Right
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PROFESSIONAL EMPLOYERS PRIVATE LIMITED 26
CRYSTALLIZE YOUR COMMUNICATIONS
Be Accessible Make, Listen To, and Act on Suggestions Make the Smallest of Fragment of Service Count Listen Empathize Keep Your Promises Don’t Kill The Messenger
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PROFESSIONAL EMPLOYERS PRIVATE LIMITED 27
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PROFESSIONAL EMPLOYERS PRIVATE LIMITED 28
"...it will not suffice to have customers that are merely satisfied. Satisfied customers switch, for no good reason, just to try something else. Why
not? Profit and growth come from customers that can boast about your product or service - the loyal customer. He requires no advertising or other persuasion, and he brings a friend along
with him."
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PROFESSIONAL EMPLOYERS PRIVATE LIMITED 29
Trust is the Residue of Promises Fulfilled
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PROFESSIONAL EMPLOYERS PRIVATE LIMITED 30
“Do All Little Things a Little Better”
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PROFESSIONAL EMPLOYERS PRIVATE LIMITED 31
The5% who
complain to management
The 45% who Complain to
front-line Personnel
The 50% who encounter a problem,But do not complain
EMPOWERED
• Problems Solved Quickly
• Customer Loyalty Maintained
• Employee Pride & Morale Maintained
NOT EMPOWERED
• Problem solving requires manager
• Delays and Costs Increase
• Customer Loyalty affected
• Employee pride and morale impaired
EMPOWERMENT IMPACTS COMPLAINT HANDLING AND LOYALTY
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PROFESSIONAL EMPLOYERS PRIVATE LIMITED 32
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PROFESSIONAL EMPLOYERS PRIVATE LIMITED 33
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PROFESSIONAL EMPLOYERS PRIVATE LIMITED 34
“Loyal relationships of the future are built by your actions today!”
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PROFESSIONAL EMPLOYERS PRIVATE LIMITED 35
THREE SERVICE ENCOUNTERS
Service Encounters of the First Kind Service Encounters of the Second Kind Service Encounters of the Third Kind
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SERVICE ENCOUNTERS OF THE FIRST KIND
‘What do you want?’ "I want your product "X" by time and date "Y" at your listed price "Z".
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PROFESSIONAL EMPLOYERS PRIVATE LIMITED 37
SERVICE ENCOUNTERS OF THE SECOND KIND
“What do you want and How do you want it?” "I want your product "X" by time and date "Y" at your listed price "Z". And I want it
special, I want it …my way.”
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PROFESSIONAL EMPLOYERS PRIVATE LIMITED 38
SERVICE ENCOUNTERS OF THE THIRD KIND
‘ What do You Want to Become?’ “ As a matter of fact, I’m not sure. But can we discuss?”
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PROFESSIONAL EMPLOYERS PRIVATE LIMITED 39
STRIKING A WIN-WIN DEAL
I Win / You Win
I Lose / You Win
I Win / You Lose
I Lose / You Lose
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PROFESSIONAL EMPLOYERS PRIVATE LIMITED 40
Turn Customer Service Inside Out!
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PROFESSIONAL EMPLOYERS PRIVATE LIMITED 41
When we think of customer service we think of staff serving customers over a
counter or over the phone. But customer service occurs within your organization as
well.
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PROFESSIONAL EMPLOYERS PRIVATE LIMITED 42
How well is your staff serving its internal customers: other departments, its
management, vendors and consultants? Believe it or not, it all counts
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PROFESSIONAL EMPLOYERS PRIVATE LIMITED 43
Poor Internal Customer Service Negatively Impacts External Customers
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PROFESSIONAL EMPLOYERS PRIVATE LIMITED 44
While companies focus thousands of rupees on external customer service in hopes of
wooing and retaining customers, little attention is being paid to the effect poor
internal customer service has on customer satisfaction. It all starts within your
organization!
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PROFESSIONAL EMPLOYERS PRIVATE LIMITED 45
What goes around usually comes around. Helping other departments succeed can
help yours too when the roles are reversed.
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PROFESSIONAL EMPLOYERS PRIVATE LIMITED 46
Make sure your commitment to internal customer service matches your company's
external focus on customer care.
WALK YOUR SERVICE TALK
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PROFESSIONAL EMPLOYERS PRIVATE LIMITED 47
TIP # ONE: TURNING CUSTOMER SERVICE INSIDE OUT
Never complain within earshot of customers. It gives them the impression your company isn't
well run, shaking their confidence in you.
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TIP # TWO: TURNING CUSTOMER SERVICE INSIDE OUT
Never complain to customers about other department's employees. Who wants to
patronize a company whose people don't get along with each other.
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TIP # THREE: TURNING CUSTOMER SERVICE INSIDE OUT
Employees at every level should strive to build bridges between departments. This can be done through cross
training, joint picnics, parties or offsite, or creative gatherings, as well as day-to-day niceties
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TIP # FOUR: TURNING CUSTOMER SERVICE INSIDE OUT
Utilize post-mortems after joint projects so everyone can learn from the experience. Fences can be mended and new understandings gleaned when everyone reviews
what went right...or wrong
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Tip # Five: Turning Customer Service Inside Out
Consider letting your employees become "Customer for a Day" to experience firsthand what your customers
experience when doing business with you.