Scribd
Upload
34 views35 pages

Customer Service

Uploaded by

Khurram Mohtashim
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
34 views35 pages

Customer Service

Uploaded by

Khurram Mohtashim
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
You are on page 1/ 35

Customer

Service
Is the customer always
right?"
"It doesn't matter. What matters is
that the customer is always the
customer."
• Simple.
Then, what is customer
service?"

"It's setting in motion a philosophy


coming straight from the heart."
• Simple, but not easy.
Who is the Customer ?
• A prospective buyer ?
• A user
• A potential customer
• An individual with a grievance
• A loyal user
• An antagonist
• A satisfied individual
What is Customer Service
• Medium to enable customers to communicate
and ensure they receive precise information /
services with a specified time frame.
• Capture the attention / interest of the customer
and ensure a repeat / call back.
• To have thorough knowledge of the product so
as to resolve queries in a satisfactory manner at
the earliest.
• To turn a dissatisfied / hassled / ignorant
individual into a contented / pacified /
prospective customer.
• Improve the company image.
Service
• Service is difficult to define accurately as
– it is intangible, cannot be weighed or
measured.
– more emotional than rational.
– You can sell it but cannot give a sample to a
person to show another.
– Cannot be standardized, only broad outlines
can be set.
– A person’s view of service is subjective,
depending on his / her expectations,
knowledge, past experiences etc.
Attitude - The Key To
Success
• Your attitude towards
customers influences your
behavior.
• Your attitude determines the
level of your job satisfaction.
• Your attitude affects
everyone who comes in
contact with you.
• Your attitude is reflected in
your body language.
• The attitude you choose to
display is up to you.
You represent the Company to the customer
and the Customer to the company

Front Line Executive

Customers
Middle
Management

Top
Customers Management

Customers
Broad Categories of CS
• Tele Services
– establishing direct contact with the customers
over the phone through inbound and outbound
calling
• Walk-in-customers
– establishing direct contact with customers
through meetings
• Back office activities
– establishing indirect contact with the
customers mainly through letters, e-mail, fax
etc.
Reaching Beyond The
Telephone
Beyond telephone
techniques
• The verbal handshake
• Taking ownership of the call
• Controlling the call
• Handle the stress
• The customer may expect you to
know everything
The verbal handshake
• Be pleasant and introduce yourself
to the customer
Taking ownership &
Controlling the call
• Be interested in the call
• Repeat key facts
• Listen actively
• Ask relevant questions
• Assist the customer as much as
possible
Handle the stress
• You may have to endure the stress of
dealing with a variety of questions or the
same questions every day.
• You need to remember that although you
are hearing the same question again and
again, the customer may be concerned
and anxious about the situation.
• Therefore, treat every call as your first
and give the customer your undivided
attention.
The customer may expect
you to know everything
• As far as the customer is
concerned, you represent the
company and therefore should
be able to handle and answer
any question they choose to
pose.
• Therefore it is necessary that
your knowledge of the products
and services available be
excellent and you should be
able to handle any questions
related to your area.
• However, seek clarification
when in doubt rather than
hazard a guess.
• At times you and
your customer
might have
different views on
a given situation,
this might prevent
you from meeting
the customers
needs effectively.
Aspects of building
rapport:-
• Going beyond basic
courteousness when
interacting with your
customers.
• Valuing your
customers.
• Focusing on your
customers business
and emotional
needs.
• Ask the customers
permission to place him/her
on hold.
• Explain the reasons for
putting the customer on
hold.
• Tell the customer how long
he/she may have to hold the
line.
• Wait for the customer’s
permission to put him/her
on hold.
• Thanks the customer for
holding the line.
• Apologize for the delay in
servicing the customer.
• Fast or slow
manner of
speaking.
• Regional accent.
• Foul language.
• Whining or child
like tone.
• Demanding tone.
• Volume of speech.
• A Moment of Truth is any opportunity your
customer has to form an impression about
you, the department, or the organization.
Every time you have the opportunity to meet
your customer's emotional or business needs,
it is a Moment of Truth for the customer. Your
customer and you experience several such
moments in the course of a conversation. It is
essential that you come through for your
customers at each instance by providing them
with a positive Moment of Truth.
• Here are some examples of representatives creating a positive Moment of
Truth for their customers:
• Customer: I had to wait for 10 minutes before I could speak to you!
Representative: I'm really very sorry Mr. Reynolds, I can understand just
how frustrating that can be.
Customer: It's okay. But yes, it was very annoying.

Customer: Can you waive the monthly fee for my long distance service?
Representative: Janet, you're very important to us as a customer. This
monthly fee is required so we can continue to provide you our best service.
Customer: Oh okay, I understand.

Customer: No one told me my credit history would be affected if I didn't


pay up within a month!
Representative: Oh, there must have been some misunderstanding. But I
assure you I'll help you today and we'll try to correct your credit standing.
Customer: Thank you. I've been really very worried because of this.
• It leaves the customer with a favorable impression
about you and your organization.
• It is easier to deal with a customer who has formed
a favorable impression.
• A customer who has had a positive Moment of Truth
because of you, is bound to become a source of
repeat business.
• By providing your customer a positive Moment of
Truth, you ultimately create a positive Moment of
Truth for yourself.
• To Spotlight the
Customer's Needs
means to focus on and
keep up with the
customer. This helps
to gain the customer's
trust in you and the
organization. When
you Spotlight the
Customer's Needs, you
recognize the
customer's importance
• You can effectively Spotlight the
Customer's Needs by:
• Treating each customer as a
unique person
• Making the effort to understand
their concerns
• Handling their concerns with
sensitivity
• Fulfilling their expectations
• Analyze customer needs correctly
• Build rapport with the customer
• Empathize with the customer
• Communicate effectively with the
customer
•Dimming the spotlight or not focusing
on the customer reduces the amount of
trust that they have in you. You need to
avoid the following actions that dim the
spotlight on the customer:
•Being impolite
•Forgetting the "little things"
•Not keeping commitments
•Failing to clarify and fulfill
expectations
•Not apologizing when you make a
mistake
You can't always give customers what they
want. You can, however, ensure that
customers always have a positive
experience when interacting with you. One
of the ways of doing this is by Accentuating
the Positive.
• To Accentuate the Positive, you
need to choose positive phrases
that emphasize what you "can do".
Consequently, customers don't
resist your attempts to move them
toward problem solving.
• While interacting with customers,
you have several opportunities to
communicate your positive,
enthusiastic approach. Try to
substitute routine or negative
phrases that you may be using out
of habit, with upbeat and caring
phrases.
• Here are examples
of phrases that help
Accentuate the
Positive:
• You're right …
• I'll be happy to…
• Certainly…
• Right away…
• May I help you with
anything else?
• Knowing the customer.
• Valuing the customer.
• Building rapport.
• Barriers to effective
listening.
• Assertive communication.
• Empathy.
• Taking ownership
• Telephone etiquette.
• Managing difficult
situations.

You might also like