Introduction to Customer Service

“There is only one boss, and whether a person shines shoes for a living or heads up thebiggest corporation in the world, the boss remains the same. It is the customer! The customeris the person who pays everyone’s salary and who decides whether a business is going tosucceed or fail.”

Sam M. Walton, Founder &Former CEO Wal-Mart

Customer Service in the 21st Century The Three Key Elements The Four knows

Expand Your Definition of Service

Who are Your Customers?

Develop a Customer Friendly Approach

Professional Qualities in Customer Service

Profession

al Qualities in

Customer Servi

ce

Empathy

Control

Information

Fairness

Friendliness

Accountability

Delivery

Customer

Service

Customer Service TechniquesMaking a Good First Impression

• Thoughtfulness in meeting the customer’s needs• Personal responsibility for a customer• Quick problem solving for customer

• Offering immediate assistance• Friendliness

• Using customer’s name in a conversation• Pleasant voice tone

• Polite and courteous manners• Neatness

• A genuine smile

• Making the customer wait• Not answering the phone promptly

• Not saying “please” and/or “thank you”• Speaking loudly or condescendingly to customers or colleagues

• Making faces, frowning, acting distant, not smiling• Looking disheveled or like you do not care about your appearance

• A poor handshake• Focusing on another task while addressing or servicing a customer.

Telephone Etiquette* Attend after 3 Rings*Greet the Customer*Give your name*Ask the customer if or how you can help

In some cases:

*Putting a Customer on Hold*Transferring a Call*Taking a Message( in case of co worker is not there)*Ending the Call

E-mail Etiquette

*Respond to your business email quickly

*E-mail should be answered within 24 hours max

*Twice a day with a 12 hour interval( to shine your customer service)

Dealing with the Customer

Helpful Reminders for Polite and Friendly Responses

Communicating with the Unsatisfied CustomerHow many times have you as a customer run into the problem of excuses. There is a problem and the sales person, technician or customer service representative is making lame excuses ?

sometimes it feels as if nothing is anybody’s fault or is in anybody’s department. This is poor customer service. Good customer service means accountability, responsibility and taking action to satisfy the customer.

Let’s address the notion of how to communicate with an unsatisfied customer.

Listen. Express you are sorry: eg: ‘We are sorry for this mistake/problem.” “We are terribly sorry for this inconvenience.” Do not argue and do not interrupt. Do not lose your self-control. Point out facts Admit the problem. Involve the customer in problem solving. Give the customer a “way back”: Sometimes customers are wrong. You should

let them leave with dignity, without feeling embarrassed. Do not question the customer’s correctness. Solving the Customer’s Problems. Ask further details if necessary.

Benefits of Good Customer Service.Beneficiary Benefits

For Providers Higher incomeRecognition Personal satisfaction & fulfillment Less stress Higher self-awareness and self-control Greater authenticity Happier life at work ,outside work

For Organization More repeat business ,referred business Better reputation Higher morale, happier employees Lower employee turnover Fewer complaints ,Higher productivity Better work environment Higher inventory turnover ,Higher profits

Simple Actions Huge Returns Customers will spend up to 10% more for the same

product with better service.• When customers receive good service they tell 10-12

people on average.• When customers receive poor servicethey tell upwards of 20 people.• There is an 82% chance customers will repurchase

from a company where they were satisfied.• There is a 91% chance that poor service will dissuade

a customer from ever going back to a company.

Any Queries

If Yes ! Please drop your queries @ gulam059@gmail.com