CUSTOMER SERVICE

Prepared by A

bhishek Vishw

akarma

CUSTOMER SERVICE “WHY”P

repared by Abhishek V

ishwakarm

a

CUSTOMER SERVICE “WHY”P

repared by Abhishek V

ishwakarm

a

CUSTOMER SERVICE “WHY”

Why do we need to treat the customers well? They are the reason for my job. They are the reason the company exists. They are the reason of making money.

Prepared by A

bhishek Vishw

akarma

Prepared by A

bhishek Vishw

akarma

CUSTOMER SERVICE What is Superior customer service? Providing services in a way which delights

the customer is good customer service. Service that exceeds customer expectation

and makes you stand out from rest of the competitors.

Service that makes the customer to visit again and again.

Prepared by A

bhishek Vishw

akarma

CUSTOMER SERVICE “GOOD VS BAD”

Prepared by A

bhishek Vishw

akarma

WHAT DOES THE CUSTOMER EXPECTS FROM US We listen to him. Understand his needs or problem. Acknowledge his problem. Provide solutions. Provide precise and accurate information. Act quickly. Caring Attitude.

Prepared by A

bhishek Vishw

akarma

QUALITIES REQUIRED FOR EXCELLENT CUSTOMER SERVICE

Good knowledge of the product or services offered. Listening abilities. Question or probing techniques. Caring attitude. Quick thinking. Speedy and timely resolution of complaints. Service with a smile

Prepared by A

bhishek Vishw

akarma

Prepared by A

bhishek Vishw

akarma

Greet & APPROACH

Build Value

Offer Solution

Gain Agreeme

nt

EDUCATE

Thank & Depart

5KEY Behaviours

Prepared by A

bhishek Vishw

akarma

CUSTOMER SERVICE REPRESENTATIVE

• Quality customer service relies on good agent, so it is important that the agent possesses the right attributes and qualities to deliver exceptional customer experience.

• A good agent is one who has the right mix of head and a heart. One who enjoys his work and has the right attitude towards life. Of all the qualities attitude is the most important one.

Prepared by A

bhishek Vishw

akarma

A POSITIVE ATTITUDE MAKES A BIG DIFFERENCE Always be positive and enthusiastic. Smile, be friendly and positive. Your attitude is going to mirrored back by the

customer. A bad mood or a bad day could be taken care

of by right attitude. Customer doesn’t care if you had a bad day. leave your problem at home. Customers expect you delight him by your

services.

Prepared by A

bhishek Vishw

akarma

SUPERIOR CUSTOMER SERVICE

Greet the customer with a smile. Use the last name to address them prefixed

by Mr, Ms or Mrs. Don’t use their first name unless asked to. You should sound energetic and confident. Compliment them for any special feature

visible i.e a nice tie, watch, decorated office, nice voice etc.

Be a good listener. Identify and anticipate needs.

Prepared by A

bhishek Vishw

akarma

SUPERIOR CUSTOMER SERVICE Make customer feel important and appreciated. Make customer understand your product and

system. Be ready to help. Listen to their requirements. Provide appropriate suggestions. Be alert keep an eye on customer choice and

preferences. Apologize when things go wrong. Give more then expected. Get regular feedback. Thank the customer for their visit.

Prepared by A

bhishek Vishw

akarma

HANDLING DIFFICULT OR ANGRY CUSTOMERS

1) Apologize: An apology makes the angry customer feel heard and understood. It defuses anger and allows to establish trust.

2) Diplomacy and Empathy: Use carefully worded sentences and phrases to kill the anger brewing in them like “Getting to the bottom of this issue is as much important me as it is to you” or “ I am sorry to hear that”

Prepared by A

bhishek Vishw

akarma

HANDLING DIFFICULT OR ANGRY CUSTOMERS3) Responsibility: Acknowledge the deficiency in the service. Commit to them that you will take care of the issue or investigate the matter personally and will callback within a required timeframe.

4) Computer Mode: If the customer is still angry and irate then get into computer mode, computer mode is unemotional neutral. This forces the customer to stop right in their tracks as you

don’t fall into the emotional trap and it helps you to regain control.

Prepared by A

bhishek Vishw

akarma

HANDLING DIFFICULT OR ANGRY CUSTOMERS

5) Assertive : If the situation further escalates or the customers gets abusive get assertive ask “ Have I personally done something to harm you”, I am

here to help if you don’t want that than call when you

need it.

6) Appreciate : Show appreciation for the feedback. Thank

the customer for his patience. Welcome customer complaints.

Prepared by A

bhishek Vishw

akarma

MANAGING YOURSELF

Do not return anger with anger. Remember customer has nothing personal against you he is reacting to the deficiency in service.

Don’t get emotional. Don’t react respond. Keep control of situations. Apologize whenever required. Be calm and composed always.

Prepared by A

bhishek Vishw

akarma