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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