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DEVELOPING CUSTOMER FOCUS
BY
ANIK ANDIYANI, S.Pd, M.Si
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LEARNING OBJECTIVES
1. Define customer focus andexplain the differences
betweenexternal and internal customers
2. Describe strategies fordeveloping customer focus
3. Develop skills for providingeffective customer service
4. Describe how to handle difficultcustomer service
situations
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COSTUMER FOCUS
HANDLING DIFFICULTSITUATIONS
SUMMARY
COSTUMER SERVICESKILLS
COSTUMER FOCUSSTRATEGIES
DEVELOPING CUSTOMER FOCUS
CUSTOMER FOCUSExternal customers, they are the people or
other
organizations that buy or use the products andservices provided
by organization.Internal customers, they are departements
oremployees within an organization who use the
products or service provided by others within
theorganization.Importance of customer focus
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COSTUMER FOCUS
HANDLING DIFFICULTSITUATIONS
SUMMARY
COSTUMER SERVICESKILLS
COSTUMER FOCUSSTRATEGIES
DEVELOPING CUSTOMER FOCUS CUSTOMER FOCUS STRATEGIESShow respect
for customers
Seek customer inputGo the extra mileMaintain effective
relationshipsTake responsibility
Explain the situationFollow up on the issueKeep a positive
attitude
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COSTUMER FOCUS
HANDLING DIFFICULTSITUATIONS
SUMMARY
COSTUMER SERVICESKILLS
COSTUMER FOCUSSTRATEGIES
DEVELOPING CUSTOMER FOCUS CUSTOMER FOCUS SKILLS
Problem solving skills
Non verbal communication skillsEffective listening skillsHuman
relations skills
Email customer service skillsTelephone customer service
skillsWeb customer service skills
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COSTUMER FOCUS
HANDLING DIFFICULTSITUATIONS
SUMMARY
COSTUMER SERVICESKILLS
COSTUMER FOCUSSTRATEGIES
DEVELOPING CUSTOMER FOCUS HANDLING DIFFICULT SITUATIONS
Handling conflict
Handling difficult customers
Dealing with abusive customers
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COSTUMER FOCUS
HANDLING DIFFICULTSITUATIONS
SUMMARY
COSTUMER SERVICESKILLS
COSTUMER FOCUSSTRATEGIES
DEVELOPING CUSTOMER FOCUS SUMMARY
Providing excellent customer service is important for success
inbusiness and other organizationsAn organization that has a
customer focus demonstrateseffective customer service in
interactions with internal andexternal customersStrategies that you
can use develop a customers focus includeshowing respect for
customer input, going the extra mile,maintaining effective
relationship, taking responsibility,explaining the situation,
following up on issues, and keeping apossitive attitude
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COSTUMER FOCUS
HANDLING DIFFICULTSITUATIONS
SUMMARY
COSTUMER SERVICESKILLS
COSTUMER FOCUSSTRATEGIES
DEVELOPING CUSTOMER FOCUS SUMMARY
You can develop skills that will help you have
successfulinteractions with customers. These skills include
problemsolving non verbal communication, effective listening
andhuman relation skillsEmail, telephone, and web customer service
skills are alsoimportant
Understanding how to respond to difficult or abusivecustomers
will help you provide effective customer serviceeven in difficult
situations
