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Simple presentation on customer service basics
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Creating the Customer Service Mindset
By D. Thanusia
B.Ed (Hons.)Teaching English as a Second Language (TESL)
Objectives By the end of this session, participants will beable to:
Describe customer service and its importance to an organisation
Understand the role communication plays in customer service
Apply appropriate techniques when handling customers
What Is Customer Service?• In your groups, answer the following
questions:What is customer service?Why is it important?What’s in it for me?
Customer Service Means…Being extra
ordinary
Go beyond the expectation
Value and Integrity
Ways to delight your customer
Optimize your capability
Ownership
Intention of this session
• Delivering ‘Total Customer Delight’
Switch on your ‘customer
service attitude’
Creating the Customer Service Attitude
• Describe the Company’s Vision & Mission• Define the service product• Explain the concept of “customer service”. • Explore poor and positive customer service
practices• Define effective customer service attitudes,
beliefs and behaviors
The Service Mindset
Activity #1 Thought bubble
From a customer service provider, I expect…
Customer Service is…One Possible Definition:
“The degree of assistance and courtesy granted to those who patronize the
organization.”Customers baseline service expectations
include…• Speedy, accurate resolution• To be treated with care and courtesy
Are Customers Always Right?
LET’S DEBATEIs it true that
“Customers are always right?”
7 things customer wants• Appreciation• Courtesy• Fair Treatment• Honesty• Reliability• Accurate and Complete Information• Understanding
10 Customer Service Beliefs & Attitudes
• Passion for service• Support• Listening• Value of time• Simple solutions• Patience• Empathy
• Commitment• Sincerity• Respect• Helpfulness• Care• Understanding• Responsibility
Why Your Role is Important• Shows that your company is a caring organisation• Helps reduce customer dissatisfaction levels• Assists in restoring customer confidence in organization• Rebuilds relationships that may have been damaged• Helps retain existing customers• Sets the organization’s brand apart from others
Your role as a customer care consultant is vital in maintaining organization’s image as organization that values its customers.
Why Your Role is Important
YOU ARE THE
KEY TO
CUSTOMER SATISFACTION
Ethic of customer service
Treat others like we want others to
treat us……
Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.
~ Peter Drucker
THANK YOU