6 employyes role in service delivery

8/11/2019 6 Employyes Role in Service Delivery

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Employees

Role inService Delivery


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They are the Service

They are the organization in the

customers eyes

They are the Marketers

Critical Importance of Service Employees


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Customer loyalty

Profit and growth

Customer Satisfaction

Service Value

Employee productivity

Employee Loyalty

Employee satisfaction

Internal quality of work life

GOALServiceProfit Chain


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Service

Quality

Reliability

Responsiveness

Assurance

Empathy

Tangibles

Critical Importance of Service Employees


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Who are they?

Are they least skilled?

Are they at the bottom of the pyramid?

Why they are called emotional labor?


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Sources of Conflicts

Inter personal

Inter-organizational

Person / Role Conflicts

Organization / Client Conflicts

Client / Client Conflicts

Quality / Productivity Conflicts


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Human Resource Strategies in Services


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Compete for the best people

Be the preferred Employer

Hire the right people

Hire for Service competencies& Service inclination


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Develop people to deliver service Qualit

Train for Technical & Interactive Skills

Empower Employees

Promote Team work


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Develop Service Oriented Internal Processes

Provide Needed support Systems

Measure internal service Quality

Provide Supportive Technology & Equipment


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Include Employees in the Companys Vision

Measure & Reward Strong Service performers

Retain the Best People

Treat Employees as Customer



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Customer Service Tools and Techniques

A : Angry CustomerG : General

E : Etiquette Normal

R : Recovery

EO : Etiquette opening

EC : Etiquette closingD : Customers delight


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Acknowledge Customers Needs

Make a effort to understand his needs. Customer will view you positively

Active Listing

It prove that you are paying attention to the customer(Postureleaning)

Admitting MistakesCustomer tend to respect those who are honest & open about mistakes

and errors (Posture- NeckYes or No)

Above and Beyond the Call of Duty NeedsSome thing which is not required as a part of your job or duty

ApologizeA sincere apology can calm the customer as a part of recovery (Posture- N

Appropriate SmilesAppropriate to the situation. If the customer is angry, smile is seen as

smirking or adding fuel to the fire.

General


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Customer Service Tools and TechniquesGeneral

Assurances of Results

stronger statement of the result

Appropriate Nonverbal

Non- verbal are termed as body language which includes every posture

Arranging Follow-upIt should include 3 things, explaining customer what you will do,time required for follow-up and the way it will be communicated

Contact Security / Authorities / ManagementYou are not trained for the security. Follow the SOPs of the company.

Expert Recommendations

Explain why the expert is required, rather I am not aware of

Privacy and ConfidentialityMany customer dont want to disclose their whereabouts

Completing follow-up

Re- explain why the follow up was required. And ask Any thing else,

I can do for you


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Customer Service Tools and TechniquesBonus Buyoff

Technique involves offering something of value to the customer

as compensation for inconvenience or other problems

Closing Interactions Positively

Thanks for the visit and not sorry for inconvenience apology for delay

Common Courtesy

Normal polite behavior standards- Please/Thank you, but not in emergency

Plain Language

No short forms, common jargonsLanguage which customer understands

Finding Agreement Points

Agreement points creates good rapport with the customer

Managing Interpersonal Distance

Some times angry customer enters your interpersonal space. Dont resist.

Preemptive Strike

On anticipation of service failure, acknowledging it before customerbrings it. But in certain cases only.


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Suggest an Alternative to Waiting

Probing Questions

Providing Alternatives

Providing a Customer Takeaway

Referral to Supervision

Setting Limits

Stop Sign-Nonverbal



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Summarize the Conversation

It helps to recap, reconfirm what you are suppose to do and clarifythe misunderstanding if any, at the end of discussion.

Thank-You

Final conversation. Has lasting effect. Reason for subsequent visit.

Use Customers Name

Mr or Ms or Madam, Sir, rather Kaka, Mami, Tai, Amma, Anna

(allowed if the culture allows, more of Local etiquettes

Verbal Softeners

People dont respond well to Language that sounds absolute,

authoritainn or harsh eg We never make those mistake

vs Its unlikely we have made mistake few other softeners-

perhaps sometimes its possible occasionally



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Customer Service Tools and TechniquesAngry Customer

Face-saving OutIt is used were the customer has done a grave or stupid mistake.

The conversation is used to avoid embarrassing or to blame a customer.

Not Taking the BaitIt means not responding to the angry customers insults or comments

Managing Height Differentials/Nonverbal

Avoid face to face, cut to 90 degree position.

Adjust your inter personal height

Avoid general statementsHow are you where are you coming from

Refocus

When angry customer goes on & on, deviates from original complaint

he needs to be refocused softly on the original deficiency of service


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Customer Service Tools and TechniquesAngry Customer

Allowing Venting

PrincipleGenerally 70% of customer are Venters, one who eventually

calm down. Obessors are one who get angrier & angrier, the more they talk

Audience Removal

some customer will Play to the audience. Remove the audience they

will gradually vent. The are more of a attracters rather than complainants

DisengagingTechnique is used for aggressive or difficult customer. Disengage him so

that he will calm down. Not to be used always.- likegive me a minute

DistractionUsed to divert his attention to a physical object- any brochure, forms,signs can be used

Acknowledging Without EncouragingPrinciple is based on 2 principlesAcknowledge, but dont encourage

too much


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When a Customer is not happy with the earlier

purchase

When a Customer unhappy about Stockout in store

When a Customer is complaining about the long

checkout Queue

When a Customer Trolley/Basket not available

When a Customer complaints about AC not working

Specific Customer Situations

When a Customer angry about consistent

Stockouts in store

When a Customer complaints


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Checkout / Till based situation

When bar code is not readable

When a free bees are not given

When Money/change is not available

When a Customers Credit card is not swapping


When Quantity/Price scanned is higher than

Quantity /MRP

When a Customer is short of cash and CSA has

saved the bill


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When a Customer is in a Hurry

When a Customer Jumps Ahead in a

Line of Waiting Customers

When a Customer Asks to Be ServedAhead of Other waiting Customers

When a Customer Interrupts discussion

Between the Employee and Another Customer

When a Customer Has a Negative Attitude

About Your Company Due to Past Experiences



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When You Need to Explain a Company

Policy or Procedure

When a Customer Might Be Mistrustful

When a Customer is Experiencing aLanguage Barrier

When the Customer Insults Your Competence

When a Customer Needs to Follow

sequence of Action


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When the Customer Swears or Yells in Person

When a Customer Has Been Waiting in a Line

When You Dont Have the Answer

When Nobody Handy Has the Answer

ifi i i


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When You Lack the Authority to

When a Customer Threatens to Go over Your Head

When a Customer Demands to Speak with

Your Supervisor Who isnt Available

When a Customer Demands to Speak with

Your Supervisor

S ifi C Si i

S ifi C Si i


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Specific Customer SituationsSpecific Customer Situations

When a Customer Threatens to Complain

to the Press

When a Customer Demands to Speak to the

Person in Charge

When a Customer Threatens Bodily Harm or

Property Damage

S ifi C Si i

S ifi C Si i


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When a Customer is Confused About WhatHe or She Wants or Needs

When a Customer Makes a Racist Remark

When a Customer Makes a Sexist Remark

When a Customer Accuses You of Racism

S ifi C Si i

S ifi C Si i


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When a Customer Plays One Employee offAnother [So-and-So-Said]

When a Customer Might Be Stealing

When a Customer is Playing to an Audience

of Other Customers

When a Customer Uses Nonverbal Attempts

to Intimidate

S ifi C Si i

S ifi C Si i


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When You Need to Clarify Commitments

When a Customer Wants information

You Are Not Allowed to Give

When a Customer Makes a Suggestion

to improve Service

When Your Are Following Up on a

Customer Complaint

S ifi C Si i

S ifi C Si i


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Properly Identifying the Internal Customer

When an Internal Customer Isnt Following

Procedures to Request Service

When the Customer Wants Something That

Wont Fill His Need

When a Customer Complains About

Red Tape and Paperwork

S ifi C Si i

S ifi C Si i


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When You Need to Respond t a Customer

Complaint made in writing

When a Customer Complains About aKnown Problem

When a Customer tries an Unacceptable

Merchandise Return

6 employyes role in service delivery

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