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Basics Of Customer Service

By VanSight

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COPYRIGHT 2009 VANSIGHT division of SynbizSolutions Pvt Ltd

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No part of this publication may be reproduced or transmitted in any form orfor any purpose without the express permission of VanSight Division ofSynbiz Solutions Pvt Ltd. The information contained herein may be changedwithout prior notice.

VanSight is trademark of Synbiz Solutions Pvt Ltd. All other product andservice names mentioned and associated logos displayed are the trademarks

of their respective companies.

Data contained in this document serves informational and educationalpurposes only. The information in this document is proprietary to SynbizSolutions Pvt Ltd.

This product contains training material for English or Soft Skills or

Personality Development. Synbiz assumes no responsibility for errors oromissions in this document. Synbiz does not warrant the accuracy orcompleteness of the information, text, graphics, links, or other itemscontained within this material. This document is provided without awarranty of any kind, either express or implied, including but not limited tothe implied warranties of merchantability, fitness for a particular purpose, ornon-infringement.

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Introduction

If you provide service tocustomers, your words andbehaviors are the tools you use tocreate a positive customerperception of you and thecompany you work for.

Whether you are a noviceworking with customers or aseasoned pro, what you do andsay will affect how customers seeyou. You canthelp it.

Customers will form opinions, soyou might as well learn how tocreate positive opinions. But youneed to know how to do that.

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What to anticipate?

Thats what this presentation

will teach you about thetechniques you can use wheninteracting with customers sothey will walk away with positivefeelings about the experience.

Youll learn about very specificthings you can do or say in allkinds of customer interactions.Youll learn how to deal withdifficult customers.

Youll learn how to approachcustomers and how to getinformation from them so youcan do your job.

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What to anticipate?

Youll learn to deal withcustomer service problems

quickly, efficiently, andprofessionally.

Best of all, the techniqueshere will fit your needs,

whether you call center

executive , serve burgers,

staff the desk in a hotel,

help people in health careenvironments, or even work

in government.

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Understanding What Customers Want

The key to customer service isdoing the right thing at the righttime.

To be able to choose the righttechniques and to use themeffectively, you have to understandwhat customers want.

If you address these, you createpositive customer perceptionsabout you and your company,which means fewer argumentsfewer hassles and better customerrelationships.

Next slide has a list of the mostimportant customer wants andneeds.

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The List

Problem solved effort

Acknowledgment and

understanding choices and

options

Positive surprises

Consistency, reliability, andpredictability value (notnecessarily best price)

reasonable simplicity

Speed

Confidentiality

Sense of importance

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ustomer Service Tools and Techniques

There are tools and techniques for everytrade and profession.

Those in customer service are nodifferent, although they use lesstangible tools than carpenters andplumbers. The tools and techniques ofeffective customer service have to dowith what employees say and do with

reference to each customer.

Top-notch customer service employeesknow how to use each specific tool andhow to match tools to specificsituations.

When you understand the toolsavailable and understand the basics ofcustomer service from the introduction,youllbe able to choose the right toolsfor each customer service job.

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ustomer Service Tools and Techniques

Above and Beyond the Call ofDuty

Acknowledge CustomersNeeds

Acknowledge without encouraging

Active Listening

Admitting Mistakes

Allowing Venting

Apologize

Appropriate Nonverbal

Appropriate Smiles

Arranging Follow-Up

Assurances of Effort Assurances of Results

Audience Removal

Bonus Buyoff

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ustomer Service Tools and Techniques

Broken Record Closing Interactions Positively

Common Courtesy

Completing Follow-Up

Contact Security / Authorities /Management

Disengaging

Distraction

Empathy Statements

Expediting

Expert Recommendations

Explain Reasoning or Actions

Face-Saving Out

Finding Agreement Points Finishing Off/Following Up

Isolate/Detach Customer

Leveling

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ustomer Service Tools and Techniques

Managing Height Differentials/Nonverbal

Managing Interpersonal Distance

Not Taking the Bait

Offering Choices/Empowering

Plain Language

Preemptive Strike

Privacy and Confidentiality

Probing Questions

Pros and Cons

Providing Alternatives

Providing a Customer Takeaway

Providing Explanations

Questioning Instead of Stating

Referral to Supervisor

Referral to Third Party

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ustomer Service Tools and Techniques

Refocus Setting Limits

Some People Think That (NeutralMode)

Stop Sign-Nonverbal

Suggest an Alternative to Waiting

Summarize the Conversation

Telephone Silence

Thank-You's

Timeout

Use Customer's Name

Use of Timing with AngryCustomers

Verbal Softeners

Voice ToneEmphatic When Question

You're Right!

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