CUSTOMER’S SERVICE
I. WHAT IS CUSTOMER’S SERVICE?
The process of ensuring customer satisfaction with a product or service.
Customer service can take the form of an in-person interaction, a phone call, self-service
systems, or by other means.
Customer service is an extremely important part of maintaining ongoing client relationships
that are key to continuing revenue.
CUSTOMER CONTRACT IS A MOMENTOF TRUTH
When “customers” first meet us they immediately form opinions about us and our organization. Those
impressions include things about character, efficiency, and friendliness. They will decide in 7 seconds
from 11 impressions whether they:
LIKE YOU
DESLIKE YOU
INDEFFERENT
…that will largely determine the satisfaction of their experience (and you)
7-11 QUIZ
1. Cleanliness 7. Helpful
2. Warmth (engagement) 8. Understanding
3. Credible 9. Courteous
4. Knowledgeable 10. Confident
5. Responsive 11. Professional
6. Friendly
WHAT ARE THE SKILLS NEEDED?
Friendliness
Helpfulness
Effective use of body language
Good product knowledge
Listening skills
Courtesy
Effective complaint handling skills
Customer facing situation require service skills.
When customer experiences go wrong staff need to deal with the customers.
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METHODS OF DELIVERING CUSTOMER SERVICE
Customer service can be delivered through three methods:
Written (letters, fax, emails)
Face- to- face
Telephone
WHAT DO CUSTOMER WANT FROM YOU WHEN THEY ARE ANGRY?
*To be listened carefully * Appreciated for their business
* Understood* * Taken seriously
* Empathized * Guaranteed immediate action
* Respected * Assured that problem will not happen again
*Valued * Compensated in some way
* Made to feel important
WHO SHOULD ATTEND THE CUSTOMERS?
A good receptionist is ….
Neat and smart in appearance
Able to speak clearly
Friendly and helpful
Sincerely polite
Able to make decision
Able to say something without offending or hurting others
Knowledgeable about the company and its people
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II SERVICE QUALITY
DIMENSION OF SERVICE QUALITY
Tangibility: appearance of physical facilities, equipment, personnel and communication
materials.
Reliability: ability to perform the promised service dependability and accurately
Responsiveness: willingness to help customers and provide prompt service
Assurance: knowledge and of employees and their ability to inspire trust and confidence.
Empathy: caring, individualized attention the firm provides its customers.
III HANDLING CUSTOMER’S COMPLAINT
WHAT IS COMPLLAINT?
An expression of dissatisfaction made to an organization, related to its products or services, or the
complaint handling process itself, where a response or resolution is explicitly or implicitly expected.
WHY ARE THESE SKILLS NEEDED?
Customers facing situation require service skills.
When customer’s experiences go wrong staff need to deal with the outcome.
Customers regard justice as important to how their complaints are dealt with.
CUSTOMERS COMPLAINE BECAUSE:
Their expectation have not been met.
To release their anger
To help improve the service.
PROPORTION OF UNHAPPY CUSTOMERS
Generally 9 to 37% of the customers make complaint to the firms
The rest never bother to complain
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WHY DON’T UNHAPPY CUSTOMERS COMPLAIN?
They think it is not worth the time or effort.
They further think that no one would be concerned about their problem or solve it.
They do not know where to go or what to do.
EACH CUSTOMER WILL TELL AT LEAST 6 OTHER PEOPLE….
MOST COMMON COMPLAINTS…
Wrong information
Poor customer service attitude
Overpricing
Lack of adequate information
Delays
Unresponsiveness of service providers.
THE CUSTOMER IS NOT ALWAYS RIGHT BUT….
The customer is always the customer and this means simply that solving the problem is often
more important than who is right
If you can solve their problem without blaming yourself or others,
You will reduce stress
Everyone will feel better
You will be on your way to attaining customer’s satisfaction.
IS A COMPLAINT A GIFT? WHY?
Complaints are gift packages waiting to be opened because they ..
Are given freely
Are unexpected… they come as a surprise (unusual)
A complaint gives you:
Free direct communication from the customers about service failures, competitors
offering, etc.. without the added cost of conducting survey.
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Readily available market research: they define what customers want.
A complaint gives you the opportunity to:
Increase customer’s trust.
Build long tern relationship – customer will use service again if they believe that
complaints are welcomed and addressed.
Rectify service failures.
If a customer is complaining, you are being given a chance to retain that customer.
CUSTOMER’S NEED WHEN THEY COMPLAINED
Needs relating to their complaint
To have their concern dealt with quickly, fairly and properly.
To be given what they6 have been denied and perhaps an apology
To have action taken to rectify a problem or address a concern.
Needs as an individual
To be heard
To be understood
To be respected.
WHEN THE CUSTOMER’S NEED IS MET…
You automatically engaged your customer as your advocate
Who is your advocate?
A person who publicly support or recommends you.
Someone who speaks, or argues in your favor.
STEPS FOR HANDLING CUSTOMER’S COMPLAINT
HOW TO HANDLE CUSTOMERS COMPLAINTS?
How do you react customer complaints about the way you do your work?
Especially when you think you are doing your best?
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REACTION FROM COMPLAINTS
Ignore complaints
Become defensive
Become angry or annoyed
Are concerned about the lose of trade or damaged to their professional reputation
For others it is a
Hindrance
They just wish that the customer would go away or
They do not believe some or all of what the customer is complaining about.
These reactions are a result of blame being attributed to us or our organization.
IN MAKING COMPLAINTS, SOME CUSTOMERS PORTRAY THE FOLLOWING CHARACTERISTICS:
Lack of gracious social skills to communicate properly
Nervousness
Harshness
Very emotional
Lack of understanding of what you or your organization’s limitations
Rudeness
Unreasonableness
HOW TO HANDLE COMPLAINTS?
Listen
Apologize
Acknowledge
Explain action
Follow-up
Remember not to take personally
Remain calm
Focus on the problem, not the person
Turn unhappy people to happy customers
Address customers properly
All communications should be in the first person (use” I am sorry, not we”)
Don’t make excuses or blame others in your organization
Give the customer your full attention and establish eye contact
Paraphrase their complaint in your own words to determine whether you have completely
understood the situation.
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If you don’t know the answer to their problem, don’t lie
Call back when you say you will, even if for some reasons, you having been able to obtain a
satisfactory answer to them.
Make the customer part of the solution- Not part of the problem.
Don’t be defensive
Don’t take criticism personally
Offer an apology even if the disservice is not your fault
Show empathy by using such phrases as: “I can understand how you feel, I appreciate what you
are saying.”
Tell them what you can do . . . . not what you can’t do
Find out what it will take to turn their dissatisfaction into satisfaction
If they agree to that solution, act quickly before they change their mind.
Follow-up
And remember: You can never win an argument with a customer.
IV. TELEPHONE ETIQUETTE
TELEPHONE ETIQUETTE
Is an integral part of customer service, and it has a very significant role in the company’s
success that will “go the extra mile” to assure a “100% customer satisfaction and service
fulfillment.
Etiquette – is a code of behavior that delineates expectations for social behavior according to
contemporary conventional norms within a society, social class or group.
Telephone Etiquette – refers to a set of rules that apply when people make calls to others or
when they are receiving a phone call.
IMPORATANCE OF TELEPHONE ETIQUETTE
The telephone is one of the tools used in business.
The telephone is our link to the outside world.
Customer’s first experience with an organization is usually by phone.
Telephone etiquette offers way for employees to function politely together in the community,
eliminating frustration and communication mishaps.
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GENERAL RULES
POLITE
Choose your words carefully and use proper intonation.
PREPARED
Have all the relevant details (names, numbers, dates, etc.)
CONCISE
Don’t beat around the bush.
CONSIDERATE
Don’t waste people’s time on small talk
HELPFUL
Give the information needed, but if you can’t help, find someone who can, or tell the
caller you will call back with the information.
PURPOSE OF CALLING
Phone calls are made for different reasons:
To enquire about something/someone
To request for something /a certain information
To inform someone about a certain news
To make appointment
To confirm/cancel appointments
To extend invitations
THE TELEPHONE AND YOU
Provide helpful hints and proven techniques
Part of doing business means doing business over the phone
Phone is important instrument in daily business
WAYS TO SOUND AS GOOD AS YOU REAALY ARE
Alertness
Show that you are wide-awake, ready to engage in a conversation
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Pleasantness
Put a smile in your voice
Naturalness
Use, simple, straightforward language, avoid technical terms/slang.
Distinctiveness
Speak directly into the phone; use a normal tone of voice, the louder you are, the louder
everyone else becomes.
Expressiveness
Talk at t moderate rate and volume, but vary your voice tone
DON’Ts
Frown
Mutter
Sound tired
Speak in a shill voice
Speak negatively
Ramble
DO’S
Smile. ( they really can hear it)
Speak clearly and concisely
Be enthusiastic
Lower the pitch of your voice
Talk in a positive mood
Listen/discuss
KEYS TO GOOD LESTINING
Take Notes
Help you remember important points
Listen for ideas… nor just words
Get the whole picture, not isolated bits and pieces.
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Interjections
An occasional “Yes” “I see” etc. shows that you are listening. However, don’t overuse
them.
Limit your talking
Can’t talk and listen at the same time
Don’t interrupt
The pause doesn’t always mean the individual is finished speaking.
Concentrate
Focus on the conversation. Practice shutting out outside distraction and personal
concerns.
CREAT A GOOD IMPRESSION
Try to answer the phone on the SECOND ring.
Answer with a friendly greeting
Smile – it shows, even though in the phone
Ask the caller their name, even if their name is not necessary for the call, and use it.
Keep the phone two-fingers away from your mouth.
WELCOMING CALLERS
When answering an office phone, welcome callers by introducing yourself and your
organization. For instance: “thank you for calling, Happy Enterprises, Shalla’s speaking. How
may I help you?” If you are answering a personal cell phone, a simple, a simple “Good morning,
this is Shella, “ is appreciated.
PUTTING THE CALLER ON HOLD
Always ask permission
Examples:
“Would you please hold while I get your file?”
Can you please hold briefly while I see if Mr. Johns is available”
Always thank the caller for holding.
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TRANSFERRING A CALLER
Always transfer the caller to the desired person’s extension, not to the operator.
Limit number of transfer
Save caller’s time from explaining again
Tel the caller who you are transferring them to..
Announce the caller to the person you are transferring.
TAKING PHONE MESSAGE
• Phone message should always include:
Your name and company name ( if applicable)
Time and date of call
What the call is regarding (if applicable)
If a follow-up or return call is needed
Phone number (office or home)
LEAVING A VOICE MESSAGE
Phone message should always include:
Your name and company name
Time and date of call
What the call is regarding (brief)
If a follow-up or return call is needed
Phone number (office or home) speak slowly even repeat the phone number- include
area code.
LAST IMPRESSIONS
Before ending the call, always….
Make sure you answered all the caller’s questions
Always end with pleasantry:
Have a nice day
It was a nice speaking with you
Let the caller hand up first.
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