Customer service skills

Who is a customer?

• Is he dependant?

• An intrusion

• A statistic

• Why is he important?

What do customers really want?

Benefits from the products?

Services offered

A solution to problems

Good service, reliability and quality

Continuity

• THE DIFFERENCE BETWEEN THOSE

COMPANIES THAT MAKE IT AND THOSE

THAT DON’T –

IS GOOD CUSTOMER SERVICE !

CUSTOMER SATISFACTION

• Broad based statistics

• They are dissatisfied 25% of the time

• 5% complain

• 20% feel complaining is useless

• 95% may not come back

• Why????

• The 5% complainer –

• Bad service is carried through word of mouth

• Slack handling of complaints

• Improper attention to customer needs

• Customer loyalty is not a priority

• The 5% retention can increase customers by 25-85%

Characteristics of customer care

• Experience: No physical attributes• Perishable: moments spent are vital• Human interaction: your attitude/degree

and quality• Reactions: the quality has to be

consistent, as each customer has different needs!

• Transferable: thoughts and experiences are transferable!

What is superior customer care?

Customer friendly

Positive response

empathy

assurance

reliability

Superior customer care

• The big five factors

• Reliability

• Assurance

• Customer friendly – tangible

• Empathy

• response

PARCH

• POLITE- at all times• ATTENTIVE-full

concentration• RESPECTFUL: and

focused • CONSIDERATE:

showing concern• HELPFUL: without

being asked

Key behavior skills

• Roll out the red carpet

Key behavior patterns

• A neat and tidy appearance• A clean face• Neat hair• A tidy work counter• Good speech and action• Correct address: sir/madam/mr/miss• Genuine speech• volume

Contd:

• Be clear

• Modulate your tone

• Suitable gestures

• Listen

• Maintain correct posture

• Effective smiling

Application

• Greeting customers

• SMILE

• Nod if needed

• Speak-be brief

• Give Impact & pause for response

Offering assistance

• Offer in specific terms

• Appropriate gestures

• If unable to do so, make a general offer

• And be prepared for a negative response

• Never argue

• Difference in CAN AND MAY

DELAYS

• APOLOGIZE

• GIVE A REASON FOR THE DELAY

• GIVE A TIME SPAN – IN A MOMENT,SHORTLY

• 3 MINUTES – ANGER

• 6 MINUTES- DISSATISFIED

• OBLIGE WITH AMENITIES

REFERRING TO A SERVICE POINT

• Give correct indications

• Mention who to ask for

• Do not say –”I don’t know”

• Do not bluff your way through

• If you need to assist with a telephone call

How to point out a mistake to a customer

• Inform – quietly and confidentially

• Speak in a sympathetic low tone

• Provide the facts of the mistake

• Help the customer to overcome the mistake

• Do not say “you” or “your” to the customer

How to apologize for a mistake

• Apologize immediately

• Admit as “my” or “our”

• Do not blame other colleagues or departments

• Inform them what you are going to do, but don’t exceed your authority

• Give assurance that the mistake will not be repeated

How to say NO

• Never start with a NO

• Isolate the customer

• Apologize for saying NO

• Give information and show attentiveness

• Use a low tone – if it is unpleasant news

• Handle the situation quietly – ask for alternatives he would like you make!

assistance

• Offer assistance to mothers with prams.

• Assist people in wheelchairs

• Inform them of facilities provided for them

• Enquire if they need assistance

• Offer any assistance to the handicapped, people with spastic children, or families with a senior citizen

Who are the complainers?

• When their expectations are not met

When they have been treated badly

• Apologize

• Be courteous

• Helpful

• Might complain

• To your superior

• The customer who has been ignored

Dealing with difficult customers

• Give individual attention

• Put yourself in their shoes

• Use positive and friendly words

• Ask pertinent questions-remain in control of the situation

• Remain calm

• Ensure that you and the customer see the problem in the same light

• Never be afraid to say SORRY

• Do not blame another customer or colleague