CUSTOMER SERVICE TRAINING

@CharlesMwakio

Activity 1.0

• Write three challenges that you face in regards to offering excellent customer service?

Defining Customer Service

• Who is a customer?• Why do we do what we do?• Why should a customer be bothered to give us business?

SERVICE READY

• Do I have the adequate tools of trade?• I’m I dressed appropriately for this task?• Is my physical well-being okay? • Do I have adequate stock?• Is my team in place? • I’m I prepared for service?

Activity 1.1

CUSTOMER ENQUIRY • Participants would be required to role play how their

physical, electronic or verbal encounter would be with a first and repeat customer, either physically, via phone or email.

FIRST IMPRESSION

• How is my first impression on a customer?• Is my body language appropriate? • Do I appear ready for the job? • Did I welcome, introduce myself and greet the customer?

• Is my area of work in order?• Do I sound professional?

Activity 1.2

• A DIFFICULT FIRST CUSTOMER: Participants would be required to role play how their physical, electronic or verbal encounter would be with a difficult customer and what point should they seek assistance from fellow colleagues.

• Internal Company Policies & Procedures

UNDERSTANDING THE CLIENT

• Did I introduce our services to the customer? • Did I capture the needs or requirement of the customer?• Did I offer a solution if not did I recommend one? • Did I explain in detail our services and the nature of the

work that shall be undertaken based on time, money and process involved?

• Did the client understand what solutions we shall offer?

Activity 1.3

• A DIFFICULT REPEAT CUSTOMER: Participants would be required to role play how their physical, electronic or verbal encounter would be with a difficult repeat customer and how they can offer a permanent solution for difficult repeat customers.

BACK END PROCESS

•  • Have I achieved the clients need? • Is the service being offered up to the standards? • How efficient is the service? • Is it within the time limit set? • Avoid attitudes like “let’s leave it to the boss to handle”

Activity 1.4

• AN UNSATISFIED CUSTOMER: Participants would be required to role play how their physical, electronic or verbal encounter would be with an unsatisfied customer and what measures they can undertake.

AFTER SALES SERVICE

• Is the client happy or satisfied? If not then what solutions did we offer?

• Did I provide our contacts in case of any further work?• Did I introduce our other services or offers?

Activity 1.5

• A REPEAT CUSTOMER: Participants would be required to role play how their physical, electronic or verbal encounter would be with repeat customers and how they can keep on improving the services.

RECAP

• The benefits of providing good customer service:• Improved brand value• Increased sales due to repeat and referral customers• Larger market share• Bigger market player, thus being a thought leader

Focusing on customer service excellence and success:

• Avoid distraction while working such as personal phone and chit chats

• Don’t act as if you know what’s best for customer• Be approachable and calm• Always confirm details before taking further action

How customer service creates revenue and the value of revenue;• Makes a client always willing to pay for services• Some clients may pay in advance and deposits thus

creating adequate cash flow • Referral customers thus increased sales• Growth in customers • Brand ambassadors via word of mouth praise

Focusing on customers’ top two expectations to save time and reduce stress;

• Keep yourself organized and learn to prioritize• Make sure you make a follow up on the progress• Alert superiors in case of any difficulties before matter

ran out of control

Dealing with difficult customers

• Be more on the listening side• Understand exactly the arrear of conflict

Responding effectively to specific customer behaviors;

• Friendliness – the most basic and associated with courtesy and politeness.

• • Empathy – the customer needs to know that the service provider appreciates their wants and circumstances.

• • Fairness – the customer wants to feel they receive adequate attention and reasonable answers.

• • Control – the customer wants to feel his/her wants and input has influence on the outcome.

• • Information – customers want to know about products and services but in a pertinent and time-sensitive manner.

Thank You!

@CharlesMwakio