Customer Service MSK 1

7/29/2019 Customer Service MSK 1

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INTRODUCTION

CUSTOMER SERVICE REDISCOVER YOUR ABILITY TO DELIVER

QUALITY SERVICE TO YOUR CUSTOMER

WHAT IS THE LINK WITH MARKETING?

B.ATTEMPT A DEFINITION OF CUSTOMERSERVICE

The hard- headed pursuit of market share by winning the

loyalty of customers

Instilling an effective customer care image involvesdeliberate entrenchment of a corporate culture which

places a high value on customers


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Customer Rights and

Expectations WHO IS YOUR CUSTOMER? The recipient of your services- Externally or

Internally

CUSTOMER IMPRESSIONS ARE CREATED BY: What They See

What They Hear

What They Feel

What They Smell

What They Taste

(THE 5 SENSES)


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Expected Customer Relation Skills:

THE SMALL THINGS WHICH MATTER

POSTIVENESSBe positive and objective when dealing withcustomers

COURTESYBe polite whatever the circumstances ATTENTIVENESS- Listen

Show interest

No divided attention

4. HELPFULActive involvement in serving5. CARINGMake the customer wanted and NOT Just another in

the crowd

6.ENTHUSIASMEnjoy serving and show that you are happy toserve


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BEING CLOSE TO CUSTOMERS

EFFECTIVE ORGANISATIONS BELIEVE THAT CUSTOMERSARE THE MOST IMPORTANT BUSINESS INGREDIENTSO THEY:

1. Know their customers

2. Know customer preferences, anticipate their wantsand satisfy them

3. Provide solutions to customer problems promptly

4. Believe customers generate and test business ideas

5. Learn from the people they serve6.Believe that business really begins after the sale andnot before

7. Provide memorable service


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JUSTIFYING QUALITY CUSTOMER SERVICERESEARCHED FINDINGS

1. Dissatisfied customers tell the bad experience to an average 10 other people12%tell up to 20 people

2. Satisfied customers tell the positive experiences to an average of 5 people

3. It costs 5 times more to attract a new customer than to maintain an existing one

4. Out of 20 dissatisfied customers only 1 will tell you14 of the 20 will take theirbusiness elsewhere

5. Up to 90% of dissatisfied customers will not bring back business to you and they

wont tell you why6. 96% of dissatisfied customers do not complain to the service provider

7. In many industries quality is what distinguishes an organization from competition

8. The first 30 seconds of contact set the mood for the remainder of the contact whilethe last 30 seconds are critical to create lasting relationship

9. Customers are willing to pay more for high quality service

10. 95% of dissatisfied customers become loyal again if their complains are handled welland promptly

11. The same skills that increase customer satisfaction also increase employeeproductivity

12. Good service leads to increased sales


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IN THE PURSUIT OF EXCELLENCE: P. TAustin

says ofA CUSTOMER

Let us seriously reflect !THAT A CUSTOMER IS:

1. The most important person ever in this officein person or bymail or by telephone

2. Not dependent on uswe are dependent on him/ her

3. Not an interruption of our work-he/ she is the purpose of it.Weare doing a favour by serving himhe/she is doing us a favour

by giving us the opportunity to do so

4. Not someone to argue or match with. Nobody ever won anargument with a customer

5. A person who brings us his/ her wants. It is our job to handlethem profitably to him/ her and to ourselves

SOME OF THE PROMINENTLY DISPLAYED POSTERS IN

ORGANIZATIONSDO THEY WALK THE SLOGANS ?!?

AND YOURS ?


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WHAT IS IN IT FOR THE CUSTOMER ?1. Find out what your customers want and give it to them :

Give them a chance to talk and listen

Encourage them to tell their experiences2. Under promise , over deliver :

Go en extra length to provide service

Work to shorten delivery time

Set high standards and constantly exceed them

3. Systems not smiles :

Do the job right first time

Deal with faults promptly e g Smiling but slow waiters/ cashiers

Being nice to people is just 20% of providing good service

4. Good is never enough :

Customer expectations continue growing so improvement programs

never end Customers always expect more--- more convenience, more value,

more-- ---more

Shop competitors for anything to copy

Examine yourselves regularly for areas to improve


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UNDERSTANDING DIFFERENT TYPES OF

CUSTOMERS

1. Features of corporate customers which drivecorporate ego and expectations from otherorganizations :

Represented by agents or owners

Who matters in decision making

Financial strength

Size/ Economic status

Market perceptions/ social status Connections/ influence

Overall profile


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FEATURES OF PERSONAL CUSTOMERS

1. Personal moods

2. Psychological influences such as

Motivation

Perceptions

Beliefs and attitudes

Knowledge and experience

3. Influences such as :

Family

Work group

Friends Interest groups

4. Decision making process

Initiatorsuggests idea

Influencergives service/ product information

Gate keepercontrols flow of information on product/ service

Deciderdetermines whether to take product/ service

Buyermakes the purchase

Preparermakes product/ service suitable

Userconsumes/ utilizes product/ service

Maintainerencourages usage

Recognition of a persons characteristics and role ensures appropriate service


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FEATURES OF DIFFICULT CUSTOMERS

1. The aloof customer

2. The good natured customer3. The angry customer

4. The rude customer

5. The argumentative customer

6. The silent customer7. The suspicious customer

8. The talkative customer

9. The timid customer

10. T he me / powerful customer11. The affective customer

12. The affiliative customer

ALL CUSTOMERS ARE DIFFICULT IN ONE WAY OR

ANOTHER


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THE SIX STEP PROCESS OF

MANAGING DIFFICULT CUSTOMERS1. Let customers vent out

2. Avoid being trapped in a negative conversation

3. Express empathy to the customer4. Start to actively solve the problem

5. Mutually agree on the solution

6. Follow up by :

Telephone

E mail

Post mail etc


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IMPORTANCE OF INTERNAL

CUSTOMER CARE1. Enhance the organizations front office image

2. Improves internal communication

3. Reduces quality related problems e.g downtime,

stoppages,slowness etc4. It gives the customer total corporate concern

5. It puts people above systems

6. It enhances interest in work, job satisfaction and

commitment to the organization7. It makes the work place a nice place to be

8. It enhances CORPORATE EFFICIENCY


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HOW TO BE A SERVICE ROLE MODEL

1. Start the day nicelyNo moods,Greetings!

2. Discuss your viewsdo not vent them, you might start the yelling mood

3. Do the right things- practice what you preach, walk your talk

4. Support your co- workers/ juniors decisions- it empowers them to takedecisions in line with policy--- Talk to the upset customer before talking tothe staff and if both agree to reverse the decision let the staff tell thecustomer-- -- they reconnect

5. Be willing not to know the answer to all situations--- Encourage staff tooffer solutions

6. Learn to listen---listen to your staff so you encourage them to listen tocustomers

7. Take time to socializerecognize events such as anniversaries, weddings,birthdays etc

8. Use good telephone etiquettelead your staff to appreciate good telephonemanners

9. Thank your staff oftenit will spill over to customers when you recognizegood customer service skills of staff

10. Say what you mean and mean what you saybeing honest and straightwith staff increases their confidence in you


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GOOD CUSTOMER SERVICE HABITS

1. Being in time for appointments with customers2. Follow through your promises as promised e.g Return calls, visits etc

3. Under promise and over deliverpromise only what is ordinarily possiblebut deliver more

4. Go the extra mile to servesmall extra things remain in memory

5. Offer options rather than saying a flat NO

6. Express empathy meaningfully whether you agree or not e.g I see yourpoint

7. Make your customer feel as the most important part of your activities

8. Treat co workers as customers so they support your serving efforts

9. Make it easy for customers to find yougive your name and contact

10. Colour your service with smiles and voice inflection


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DEVELOPING A CUSTOMER FOCUSED ENVIRONMENT

1. Get service improvement ideas from all your

colleagues at workThey get drawn into quality

service

2. Develop a service strategy if you have none

3. Train your front office staff heavily on the art of

customer serviceThey are the movers and shakersof the organization in the eyes of the customer

4. Set service quality standards and reward achievement

5. Get out of your office and see what is happening6. TREAT YOUR CUSTOMER LIKE KINGA LIFE

TIME PARTNER!

7. Never be satisfied seek to improve continuously


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DEVELOPING AND APPLYING SERVICE STANDARDS1. Purpose of service standards :

Enhances the corporate image in the mind of customers

Enables objective measurement of service delivery level of each staff

Provides service consistency and reliability across the organization

2. Criteria for setting service standards :

Specific- Tell service people precisely what is expected of them

Concise- Who should do whatperiod!!

Measurable- Observable, objective and quantifiable

Customer focused- Meeting your customers expectations

Be written- Incorporate expected service standards into job descriptions and

performance levels to give them credibility

Staff involvement- Management seek out staff opinion when setting standards for easy

buy in

Fairness- Everyone including top managers should conform to the service standards

3. The customers invisible service score card :

Quietly customers judge service quality on the following basis

Product quality- Physical quality or overall experience in the case of service business

Ease of procedures

Personal contact quality-Staff attitudes, actions and behaviour at delivery points

Documents

Customer Service MSK 1