SNS COLLEGE OF ENGINEERINGKurumbapalayam (Po), Coimbatore – 641 107

AN AUTONOMOUS INSTITUTIONAccredited by NBA – AICTE and Accredited by NAAC – UGC with ‘A’ GradeApproved by AICTE, New Delhi & Affiliated to Anna University, Chennai

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CustomerService

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In today’s competitive business world, it’s sometimes all too easy for companies to get caught up in endless examinations of ways to increase productivity, boost

sales, and streamline for maximum efficiency.

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…Sometimes this focus takes away from a focus on good customer service, and good customer service will

always be the backbone of any business that works with people—which means all businesses!

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If we are going to consistently exceed customers’ expectations, we have to recognize that every aspect of business has an impact

on customer service.

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Where is Customer Service delivered?

On the phone

Face-to-face interaction

Taking orders

Social Media

Providing information

Email

Selling or providing products and/or services

Scheduling appointments

Delivering or installing products

Repairing and troubleshooting

The list goes on and on!

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How is excellent Customer Service delivered?

Appearance

Attitude

Positivity is a learned behavior

Use empathy Put yourself in the customer’s

shoes

Friendliness

Response-ability

Take action to solve the problem

Go the extra mile

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“Customer service is just a day in, day out, ongoing, never-ending, unremitting, persevering,compassionate type of activity.”

Leon Gorman, CEO L.L. Bean

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Commitment

A pledge to service and teamwork

Keeping your promises

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Team Thinking

“My actions affect everyone in my organization.”

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Communication

Active listening

Positive responses

Empathy

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Communication

Get to the bottom of what the customer is looking for

Really make them feel heardand understood

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Service

A personal commitment to make a difference

Know your stuff—you should be a paid expert

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Tips for Good Customer Service:

Smile and be friendly

Use a customer’s name if you know it

Welcome the customer to your business

Introduce yourself

Ask “How may I help you?”

Listen!

Focus on the customer and value them

“Treat every customer as if they sign your paycheck…because they do.”

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1. “I don’t know.”

2. “We can’t do that.”

3. “You’ll have to…”

4. “Hang on, I’ll be right back.”

5. “No” at the beginning of any sentence.

1. “That’s a good question, let me find out.”

2. “Let’s see what we can do.”3. “The next time that happens, here’s

what we can do…”4. “It may take me a few minutes to find

out. Are you able to wait while I check?”

5. “While we may not be able to do that, here’s what we can do…”

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Four common traits of great Customer Service providers:

Responsiveness Customers don’t want to be treated like an interruption. They want attention, action, and to feel important, no matter how much they spend.

Assurance Customers want to feel that their needs will be met and promises will be kept.

Empathy Customers need someone who can relate to their problems and show real interest in helping them.

Motivation You need a strongdesire to succeed. This gives you a better chance at employment and promotion.

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Handling an angry customer

1. Keep calm

2. Listen carefully to the complaint

3. Repeat the complaint back to make sure you understand the problem

4. Apologize that it happened

5. Acknowledge the customer’s feelings

6. Explain what action you will take to correct the problem

7. Thank the customer for bringing the problem to your attention

If the customer is still unhappy, get help from your supervisor. 17

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Competition and repeat business External customers

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Effects of Poor Customer Service:

Loss of 25% or more of the company’s business

Dissatisfied customers will tell at least 10 others not to shop at that business

Those people will tell about 5 others

All this can happen because ONE employee made ONE customer unhappy.

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Keeping customers is important!

Depending on the industry, the cost of poor customer service can be three to ten times as much as good customer service

Market research shows it costs about five times as much to attract a new customer through promotions and advertising

“If you make customers unhappy in the physical world, they might tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.” -Jeff Bezos

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No company can survive without repeat business!

Returning customers account for about 85% of total sales

In other words: for every $100 in sales, $85 was spent by a repeat customer

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“Good customer service is all about bringing customers back and about

sending them away happy.”- Susan Ward, About.com Guide

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When there’s a problem…

“Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.”

-Donald Porter, former V.P. of BritishAirways

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When There Is a Problem

Acknowledge that a problem exists

Do not view the problem as a personal attack

Ask questions to understand the problem

Listen to the answers without interruption and show interest and concern

Clarify and verify by repeating the situation

Simplify the problem by focusing on facts and documenting a relevant chain of events

Find the root cause of the problem

Offer solution options to the customer

Agree on a solution

Follow up with the customer

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Organizational effectiveness, efficiency, and morale

Internal Customers

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Excellence from the inside out!

Internal Customers: people who workwithin your organization

All the customer service principles youuse for external customers should alsobe used for internal customers

Treat everyone with respect

Be professional and show pride in yourorganization

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Customer Serviceis not a department…

…it’s an

Attitude!28