Apertures-R-Us Customer Service

Presentation

Michelle PetersRick MorrisonJessie Hillard

Christopher Dilley

Customer Service & Communication are:

Essential- Communication is an essential element to all customers wants or needs. It helps in building rapport, trust, and most of all loyal customers.

Effective- In order to be effective in customer service, one must have excellent listening and communication skills.

Three different styles ofcommunication

•Passive/Submissive- can be both positive and negative depending on the situation.

•Assertive- is often demonstrated as a positive form of communication.

•Aggressive- should almost never be used when providing customer service. If agreesive communication is used to service a customer great precaushions should be considered.

Two different types of Communication:

Verbal Communication- is the literal sounds used in communication.

Key elements

Timing Tone

Two different types of Communication:

Non-Verbal Communication- is visual communication spoken by body language.

Key elements-

•Facial expression

•Eye contact

•Hand gestures

•Posture

Communication Tools

• Understand what it means to receive and hear a message

• Ask for Permission• Nonverbal communication/signals • Smiling• Repetition

Communication Feedback

360 ° Feedback:

• Gain effective behavior

• Increase performance measurements

• Decrease or possibly eliminate errors and/or confusion in communication

Various Sources of FeedbackAs depicted in the chart there are numerous sources of

feedback and a majority of feedback comes from the customers.

7 Steps to Identify Loyal Customers vs. Satisfied Customers

1. Pricing. You negotiate prices with satisfied customers. You negotiate costs with loyal customers.2. Payment. Satisfied customer pay at their discretion; loyal customers pay on time.3. Referrals. Satisfied customers become referrals of your competitors. Loyal customers willingly provide referrals to you.4. Turnover. Generally, you will experience turnover rates of 15% or higher of satisfied customers. The turnover rate of loyal customers will be less than 5% and will be for reasons out of your control.5. Competitive data. Your satisfied customers are seeking competitive data. Your loyal customers are sharing competitive data.6. Perception. Satisfied customers perceive you as a commodity provider. Loyal customers perceive you as a partner.7. Contract. You will need a contract to keep many satisfied customers in place. You have a virtual lifetime contract with your loyal customers.

References•Davis, A. , & Shannon, J.R. (2011) The Definitive Guide to HR Communication: Engaging Employees in Benefits, Pay, and Performance. Upper Saddle River, NJ: Person Education Inc.•LepsingerGriffth, R. , & Lucia, A.D. (2009) The Art and Science of 360 Degree Feedback.San Francisco, CA: John Wiley & Sons, Inc.•Lucas, R. W. (2012) Customer Service Skills for Success (5th ed.). New York, NY: McGraw-Hill. •Noe, R.A. (2011) Fundamentals of Human Resource Management (4th ed.) New York, NY: McGraw-Hill. •Mueller, M. (2012, January 6). Are Your Messages Being Heard. The New York Times. Retrieved from http://boss.blogs.nytimes.com/2011/01/06/are-your-messages-being-heard/•Retrieved from: http://smallbusiness.chron.com/impact-communication-styles-customer- service-49587.html•Retrieved from: http://www.tmcnet.com/channels/customer-experience-management/articles/936-customer-experience-customer-satisfaction-vs-customer-loyalty.htm\•Retrieved from: http://www.icontraining.com/training_tips/cservetip/