managing customer service-1
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ManagingManaging
CustomerCustomer
ServiceService
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Contents :Contents :
Understanding Quality Service and Service
Culture
Key Skills for Quality Customer Service
Addressing Customer Different Behavior Style
Steps to Resolve Service Breakdon
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!hose ith a positive attitude and a cheerful outlook
!hose ho can allo customers to "e right #even on
the occasions hen they are not$
!hose ho genuinely en%oy orking ith and for
other people
!hose ith the a"ility to put the customer on
¢er stage'
!hose ho vie their %o" primarily as a human
relations profession
Service Winners..Service Winners..
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Service is.Service is.
Customers in a restaurant ant more than a meal
(uests in hotels ant more than a room
Client in a transaction ant more than a settlement
Customer ant more that %ust the product or
service that is offered ) they also ant to "e
treated ell
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Service is IntangibleService is Intangible
Service is
intangible
*ntangi"les deal ith
the human side of an
organi+ation
!hey include human
emotions, "ehaviors,
understandings, feelings,
and perceptions
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Service is IntangibleService is Intangible
Examples ofExamples of
customer servicecustomer service
intangible :intangible :
Satisfaction
Attentiveness
-lo
.elpfulness
Sensitivity
!one
Attitude
Knoledge
Understanding !act
(uidance
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Service
The procedural dimensionThe procedural dimension
Consist of the esta"lished
systems and procedures to
deliver products and/or
services
The personal dimensionThe personal dimension
.o service providers #usingtheir attitudes, "ehaviors,
and ver"al skills$ interact
ith customers
To !imensions of ServiceTo !imensions of Service
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To !imensions of ServiceTo !imensions of Service
The "ree#erThe "ree#er
0o in "oth personal and
procedural service1
2otto 3 &4e don5t care'
The "riendl$ %ooThe "riendl$ %oo
Bad in procedural service,
good in personal service1
2otto 3 &4e are trying
hard, "ut don5t really
kno hat e are doing'
The "actor$The "actor$
(ood in procedural service,
"ad in personal service1
2otto 3 &6ou are num"er1 4e
are here to process you'
&ualit$ Customer Service&ualit$ Customer Service
78cellent in "oth thepersonal and procedural
dimensions1 2otto 3 94e
care and e deliver'
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'e$ Elements of'e$ Elements of
&ualit$ Service&ualit$ Service
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(ssurance(ssurance
"ive Elements of &ualit$ Service"ive Elements of &ualit$ Service
TangibleTangible
Empath$Empath$)esponsiveness)esponsiveness
)eliabilit$)eliabilit$
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"ive Elements of &ualit$ Service"ive Elements of &ualit$ Service
Relia"ilityRelia"ility
!he a"ility to provide hat as
promised, dependa"ly and
accurately
Action strategy 3 make sure thatyou correctly identify customer
needs, promise only hat you can
deliver, and follo through to
ensure that the product or serviceas received as promised
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"ive Elements of &ualit$ Service"ive Elements of &ualit$ Service
AssuranceAssurance
!he knoledge and courtesy of
employees, and their a"ility to
convey trust and confidence
Action strategy 3 take the time toserve customers one at a time1
:rovide service assertively "y
using positive communication
techni;ues and descri"ingproducts and services accurately
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"ive Elements of &ualit$ Service"ive Elements of &ualit$ Service
!angi"le!angi"le
!he physical facilities and
e;uipment and the appearance of
personnel
Action strategy 3 maintainorkspaces in a neat, orderly
manner, dress professionally, and
maintain e8cellent grooming and
hygiene standards
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"ive Elements of &ualit$ Service"ive Elements of &ualit$ Service
7mpathy7mpathy
!he degree of caring and
individual attention provided to
customers
Action strategy 3 listen foremotions in your customers5
messages1 :ut yourself in their
place and respond
compassionately "y offeringservice to address their needs
and concerns
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"ive Elements of &ualit$ Service"ive Elements of &ualit$ Service
ResponsivenessResponsiveness
!he illingness to help
customers and provide prompt
services
Action strategy 3 pro%ect apositive, can
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Service Culture ComponentsService Culture Components
!eliver$
S$stem
Training
Motivatorsand reard
Emplo$ee
roles and
expectations
*olicies and
procedures
Managementsupport
Service
mission
SE)+ICESE)+ICE
C,-T,)EC,-T,)E
*roducts
and services
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Service Culture ComponentsService Culture Components
Service
mission
*roducts
and services
!he direction or vision of an
organi+ation that supports day
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Service Culture ComponentsService Culture Components
!eliver$
S$stem
Training
Motivators
and reard
!he ay an organi+ation deliver its
products and services
*nstruction or information provided through avariety of techni;ues that teach knoledge
or skills, or attempt to influence employee
attitude toard e8cellent service delivery
2onetary reards, material items, of
feed"ack that prompts employees to
continue to deliver service and perform at
a high level of effectiveness and efficiency
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1$
Service Culture ComponentsService Culture Components
!he specific measures that indicates hatis e8pected of employees in customer
interactions and that define ho employee
service performance ill "e evaluated
!he guidelines that esta"lish ho various
situations of transactions ill "e handled
!he availa"ility of management to anser
;uestions and assist frontline employees in
customer interaction hen necessary
Emplo$ee
roles and
expectations
*olicies and
procedures
Management
support
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2%
'e$ Sills for'e$ Sills for&ualit$ Customer&ualit$ Customer
ServiceService
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'no /our'no /our
0rgani#ation0rgani#ation
'no /our'no /our
*roduct1Service*roduct1Service
'no /our'no /our
CustomerCustomer
CustomerCustomerServiceService
*erson*erson
What /ou Should 'no2What /ou Should 'no2
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'no /our'no /our
0rgani#ation0rgani#ation
'no /our 0rgani#ation'no /our 0rgani#ation
=rgani+ation mission
and vision
=rgani+ation culture
Customer interaction
policy and procedures
Company support for
product/service
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'no /our'no /our
*roduct1Service*roduct1Service
'no /our *roduct1Service'no /our *roduct1Service
:roduct /service
development and ;uality
improvement process
:roduct/serviceconfiguration
:erformance data and
specification
2aintenance and care
:rice and delivery
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!eveloping Excellent Communication ith!eveloping Excellent Communication ith
CustomersCustomers
78cellent ?er"al
Communication Skills
78cellent >on
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2!
:lan your messages
(reet customer armly and
sincerely
Be specific
Use &small talk'
Use simple language
:araphrase
Excellent +erbal CommunicationExcellent +erbal Communication
ith Customersith Customers
CommunicatingCommunicating
positivel$..positivel$..
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2"
Ask positively phrased
;uestion #Instead, Why do you
feel that way , use: What makes
you feel that way? Instead, Why
do you want that color, use :What other colors have you
considered?)
Communicate to your
customer5s style
Agree ith customers
Solicit customer feed"ack and
participation
Excellent +erbal CommunicationExcellent +erbal Communication
ith Customersith Customers
CommunicatingCommunicating
positivel$..positivel$..
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2#
Words and phrases that buildrelationship:
:lease
!hank you
* can or ill
.o may * help@
* understand ho you feel
6ou5re right
2ay *
4ould you mind11
* apologi+e for1
Excellent +erbal CommunicationExcellent +erbal Communication
ith Customersith Customers
CommunicatingCommunicating
positivel$..positivel$..
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2$
Words and phrases that damagerelationship:
6ou don5t understand
6ou don5s see my point
.old on a second
=ur policy says #or prohi"its$
!hat5s not my responsi"ility
4hat you need to do is11
4hy don5t you
!he ord &pro"lem'
!he ord &"ut'
!he ord &no'
Excellent +erbal CommunicationExcellent +erbal Communication
ith Customersith Customers
(voiding(voiding
negativenegative
communicationcommunication
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3%
&i' of giing good infor*ation&i' of giing good infor*ation
to custo*ersto custo*ers
learlear onciseoncise
ourteousourteouso*pleteo*plete
orrectorrect
oncreteoncrete
Excellent +erbal CommunicationExcellent +erbal Communication
ith Customersith Customers
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3on +erbal Communication ith3on +erbal Communication ith
CustomersCustomers
3on +erbal3on +erbal
4ehavior4ehavior
Body languageBody language
?olume Cues?olume Cues
AppearanceAppearance
and (roomingand (rooming
2iscellaneous2iscellaneous
CuesCues
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3on +erbal Communication ith3on +erbal Communication ith
CustomersCustomers
Body languageBody language ?olume Cue?olume Cue
7ye contact
:osture
-aciale8pression
(estures
:itch
?olume
Rate of speech
?oice ;uality Articulation
:auses
Silence
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3on +erbal Communication ith3on +erbal Communication ith
CustomersCustomers
AppearanceAppearance
and (roomingand (rooming2iscellaneous2iscellaneous
cuescues
.ygiene #regularashing and
com"ing of hair,
use of mouthash
and deodorant$
Clothing and
accessories
:ersonal
ha"its
:roper
eti;uette andmanners
* iti d 3 ti C i ti 4 h i* iti d 3 ti C i ti 4 h i
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7ye contact, posture, faciale8pression, gestures
Brief eye contact
7yes ide open
Smiling
>odding affirmatively
78pressive "ody gestures
=pen "ody stance
0istening actively
Remaining silent as
customer speaks
(esturing ith open hand
Clean, organi+e ork area
6aning
-roning or sneering
Attending to matters other
than the customer
0eaning aay from customers
as he/she speaks
Su"dued or 2inimal hand
gestures
Staring "lankly or coolly at
customers
*nterrupting
:ointing finger or o"%ect at
customer
Disorgani+ed, cluttered ork
space
*ositive*ositive 3egative3egative
*ositive and 3egative Communication 4ehavior*ositive and 3egative Communication 4ehavior
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Characteristics of 5ood -istenerCharacteristics of 5ood -istener
11 7mpathy7mpathy
11 UnderstandingUnderstanding
11 :atience:atience
E1E1 AttentivenessAttentiveness
F1F1 ="%ectivity="%ectivity
5ood-istener
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3!
Strategies for Improved -isteningStrategies for Improved -istening
Stop talking G
:repare yourself
0isten actively
Sho illingness to listen
Sho empathy
Send positive nonver"al cues Don5t argue
Ask ;uestions
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3"
To listen more effectivel$..To listen more effectivel$..
(ttend ph$sicall$(ttend ph$sicall$) the right "ody language helps us
to focus on the customer and encourages the customer
to give us more information
(ttend mentall$(ttend mentall$) follo the customer5s flo of
thought, listen to understand, not evaluateH listen first,
then assess
Chec it verball$Chec it verball$) paraphrase, clarify, pro"e further,summari+e your understanding
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3#
!ealing (ssertivel$ ith Customers!ealing (ssertivel$ ith Customers
-oo customers in the e$es as $ou spea-oo customers in the e$es as $ou spea
5rasp firml$ ithout crushing5rasp firml$ ithout crushing
Thin6 plan6 spea a specific 7uestionThin6 plan6 spea a specific 7uestion
Stop6 gather thoughts6 speaStop6 gather thoughts6 spea
(pologi#e if $ou mae a mistae(pologi#e if $ou mae a mistae
Increase volume6 sound firm and convincingIncrease volume6 sound firm and convincing
Tae responsibilit$6 resolve the problemTae responsibilit$6 resolve the problem
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3$
Customer "ocused 4ehaviorCustomer "ocused 4ehavior
Act promptly
(uide rather than direct
Don5t rush customer
=ffer assistance
Don5t keep customer aiting
Avoid unprofessional actions
CustomerCustomer
focusedfocused
behaviorbehavior
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4%
(ddressing Customer(ddressing Customer3eeds and 4ehavior St$le3eeds and 4ehavior St$le
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(ddressing Customer 3eeds(ddressing Customer 3eeds
!o -eel 4elcome!o -eel 4elcome
!o -eel Comforta"le!o -eel Comforta"le
!o Be Understood!o Be Understood
!o -eel Appreciated!o -eel Appreciated
!o -eel *mportant!o -eel *mportant
!o Be Respected!o Be Respected
Customer 3eedsCustomer 3eeds
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(ddressing Customer 3eeds(ddressing Customer 3eeds
!o -eel 4elcome!o -eel 4elcome
!o -eel Comforta"le!o -eel Comforta"le
!o Be Understood!o Be Understood
Use an enthusiastic greeting, smile,use the customer5s name, thank the
customer, "e positive
0isten actively, paraphrase, ask key;uestion, give positive feed"ack,
empathi+e
Use an enthusiastic elcome, relieve
an8iety through friendly
communication, e8plain your action
calmly, ensure physical comfort
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!o -eel Appreciated!o -eel Appreciated
!o -eel *mportant!o -eel *mportant
!o Be Respected!o Be Respected
!hank the customer, follo up, go"eyond service e8pectations, provide
&special' offers, remem"er special
details a"out the customer
Use the customer5s name, give
special treatment hen possi"le,
elicit opinions
0isten, don5t interrupt, acknoledge
the customer5s emotions and
concerns, take time to serve, ask
advice, elicit feed"ack
(ddressing Customer 3eeds(ddressing Customer 3eeds
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"our St$les of 4ehavior"our St$les of 4ehavior
!ominance!ominance
InfluencingInfluencing
SteadinessSteadiness
ComplianceCompliance
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4
"our St$les of 4ehavior"our St$les of 4ehavior
!ominance!ominance
Appears to "e ;uite "usy
2ay give the impression of not
listening
Displays a serious attitude
?oices strong opinions
InfluencingInfluencing
Appears ;uite active
!akes social initiatives in most
cases
0ikes to encourage informality
78presses emotional opinions
#feelings$
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4!
"our St$les of 4ehavior"our St$les of 4ehavior
SteadinessSteadiness
ComplianceCompliance
(ive the appearance of "eing ;uietand reserved
0isten attentively to other people
!end to avoid the use of poer
2ake decisions in a thoughtful anddeli"erate manner
Control emotional e8pressions
Displays a preference for
orderliness
!ends to e8press measured
opinions
Sees difficult to get to kno
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4"
Strategies to !eal ith !ominance *ersonStrategies to !eal ith !ominance *erson
!ominance!ominance
Keep the relationship a "usinesslike aspossi"le
Develop strong personal relationship is
not a high priority for dominance
person Be as efficient, time disciplined, and
ell organi+ed as possi"le
:rovide appropriate facts, figures, and
success pro"a"ilities !ry to identify their primary o"%ectives
and then determine ays to support
ith these o"%ectives
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4#
Strategies to !eal ith Influencing *ersonStrategies to !eal ith Influencing *erson
InfluencingInfluencing
Be enthusiastic Avoid an approach that is too stiff and
formal
!ake time to esta"lish goodill and
"uild relationship
Do not place too much emphasis on
the facts and details
:lan actions that ill provide supportfor their opinions, ideas and dreams
2aintain good eye contact
Be a good listener
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4$
Strategies to !eal ith Steadiness *ersonStrategies to !eal ith Steadiness *erson
SteadinessSteadiness
!ake time to "uild a social relationshipith the steadiness person
Spend time learning a"out the things
that are important in this individual5s life
:rovide personal assurance and supportfor their vies
*f you disagree ith a steadiness person,
cur the desire to disagree assertivelyH
steadiness person dislike interpersonalconflict
(ive them the time to comprehend your
e8planation/responses1 :atience is
important
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%
Strategies to !eal ith Steadiness *ersonStrategies to !eal ith Steadiness *erson
ComplianceCompliance
:rovide a thoughtful, ell organi+edapproach
!ake a no
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1
)esolving Service)esolving Service4readon4readon
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Service 4readonService 4readon
Service "reakdons occur henever any
product or service fail to meet the
customer5s e8pectations
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3
Service )ecover$ Strateg$Service )ecover$ Strateg$
78press78press
respectrespect0isten to0isten to
understandunderstandUncover theUncover the
e8pectationse8pectations
=utline=utline
thethe
solutionssolutions
!ake action!ake actionand folloand follo
throughthrough
Dou"leDou"lecheck forcheck for
satisfactionsatisfaction
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4
Service )ecover$ Strateg$Service )ecover$ Strateg$
78press78press
respectrespect0isten to0isten to
understandunderstandUncover theUncover the
e8pectationse8pectations
I4hat you
are telling me
* important'
0isten carefullyH
empathi+e ith
the customerH and
do not makee8cuses or
interruption
&:lease tell me
hat happened'
&4ill you please
tell me hat you
feel need to "e
done@'
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Service )ecover$ Strateg$Service )ecover$ Strateg$
&* ill take
this action' or
&6ou have
severalchoices'
&6ou refund has
"een re;uested1 *
ill personally
check ithaccounting to
ensure your check
goes out -riday'
&* am folloing
up to make
sure your
check arrived'
=utline=utline
thethe
solutionssolutions
!ake action!ake action
and folloand follo
throughthrough
Dou"leDou"le
check forcheck for
satisfactionsatisfaction
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!
)oadbloc to Service )ecover$)oadbloc to Service )ecover$
>ot listening>ot listening
0ack of respect0ack of respect
*nade;uate materials or supporting*nade;uate materials or supporting
e;uipmente;uipment :oor or inade;uate communication:oor or inade;uate communication
0ack of training0ack of training
4ork conflict4ork conflict
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!ealing ith !ifficult *eople!ealing ith !ifficult *eople
Don5t take it personallyDon5t take it personally
Remain calm, listen carefullyRemain calm, listen carefully
-ocus on the pro"lem, not the person-ocus on the pro"lem, not the person
Reard yourself for turning a difficultReard yourself for turning a difficult
customer into a happy onecustomer into a happy one
4hen all else fail, ask for help4hen all else fail, ask for help
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