Effective Customer Service
Customer Service
• Internal Customers and External Customers.
• Individual Customer Service Style.
• Rules for great customer service.
• Moments of truth in customer service.
• Understanding customers.
• Understanding and managing customer expectations.
• Ways to ensure customer satisfaction and Better handle calls.
• Handling difficult customers.
• Do’s and don'ts of customer service.
• Telephone Etiquette.
Introduction to Customer Service
• There's only one boss in any industry, that is the CUSTOMER.
• The customer is the one who pays everyone salary and who decides if a business will
succeed or fail.
• Literally everything we do, every concept perceived, every technology developed and
associate employed is directed with this one objective clearly in mind which is
PLEASING THE CUSTOMER.
Customer Service in the 21st Century
• Manufacturing Economy > Service
Economy > Relationship Management
Economy.
• Increased importance on customer
interaction as a high tech environment
has decreased personal contacts.
• The greeting of the customer support
staff is “How Are You Doing Today” Makes
the customer feel less like a number and
more like a human being.
Good Customer Service Means
• Providing a quality product or service
Good customer
• Satisfying the needs and wants of a customer
service means
• Resulting in a repeat customer
• Continued Success, Improved company or
organization morale
Good customer • Increased Profits
service results in
• Higher job satisfaction
• Better teamwork
Customer Service
• Good Customer Service = Lasting
relationships
• Average Customer Service = Steady
relationships that could be lost
• Poor Customer Service = Lost business
What does the customer desire
• Friendliness
• Empathy
• Fairness
• Participation
• Alternatives
• Information
10 Rules for Great Customer Service
1. Commit to quality Service 4. Treat people with courtesy and respect
• Create a positive experience for the customer • Every contact with a customer leaves an
impression
• Go above and beyond Customer expectations
• Use phrases like sorry to keep you waiting,
2. Know your products thanks for your order, Your welcome and its
been a pleasure helping you.
• Helps win a customer’s trust and confidence
5. Never argue with a customer
3. Know your customers
• Be solution focused rather than problem
• Tailor your service approach to there needs & focused
buying habits
• Research shows 7 out of 10 customers will do
• Get to the root of customer dissatisfaction by business with you again if you resolve a
talking to people and understanding complaint in their favour
complaints
10 Rules for great customer service
6. Don’t leave customers hanging 8. Assume that customers are telling the truth
• All communication with customers needs • The majority of customers don’t like to
to be handled with a sense of urgency complain in fact they will go out of there
way not to
• Research shows that 95% of dissatisfied
9. Focus on making customers not making
customers will do business again if their
sales
complaint is resolved on the spot
• Focus on the quality rather than the
7. Always provide what you promise volume of the sale
• Failure to do this is a sure way to loose • Research shows that it costs 6 times more
credibility with your customers to attract a new customer than it does to
keep an existing one
• If you cant make good on your promise,
apologise and make some kind of 10. Make it easy to buy
compensation such as a discount or free
delivery • Make the process simple and user friendly
Polite and Friendly Alternatives
• I don’t know - Il find out
• No – What I can do is
• That’s not my job – Let me find the
right person to help you with that
• Your right this is bad – I understand
how you feel
• That’s not my fault – Lets see what we
can do about this
• Calm Down – I apologise
• I want you to - Lets
