customerservicetraining_101_presentation 2017_for employees

Ernie Casas

COO

PART 1:

TEAM WARRIORS

“There is only one boss: the customer.

And he can fire everyone in the company from

the chairman on down; simply by spending his

money somewhere else.”

- Sam Walton

Part 1

What is customer service?

• Customer service is forming a

relationship with customers – a

relationship that that individual

customer feels that he would like to

pursue.

• Kind of service that makes customer

feel special, service that makes him/her

want to come back and do more

business with the company and

recommending the company to other

people.

Part 1

ESSENCE OF CUSTOMER SERVICE…

• DOING ORDINARY THINGS EXTRAORDINARY WELL.

• GOING BEYOND WHAT IS EXPECTED.

• ADDING VALUE TO EVERY INTERACTION.

• BEING AT YOUR BEST WITH EVERY CUSTOMER.

• DISCOVERING NEW WAYS TO DELIGHT.

• TAKING CARE OF YOUR CUSTOMERS LIKE

YOU WOULD TAKE CARE OF YOUR LOVED ONES.

Part 1

What do customers expect?

Customers always expect a TREAT!!!!

Trust (ability to provide what was promised, dependably

and accurately)

Responsiveness (willingness to help customers

promptly)

Empathy (degree of caring and individual attention you

show to customers)

Assurance (knowledge and courtesy you show to

customers, and ability to convey trust)

Tangibles (physical facilities and equipments, and your

own (and others’) appearance)

Part 1

Customer Service is the lifeblood of an

organization”.

Exceptional customer service will make customers often pay

more, drive farther, and inconvenience themselves to do business

with a company that appreciates them, thus building the bond that

keeps customers coming back time and time again.

Exceptional customer service increases productivity,

efficiency and effectiveness. Satisfying an unhappy customer costs a

lot more, both in pesos and sense, than satisfying a customer on the

first try.

Customers when satisfied with the service given to them, is a

large factor for customer retention. In summary, fulfilling personal

and organizational needs, the importance of how you do things,

customers buy experiences, and they repeat businesses.

Part 1

GOOD CUSTOMER SERVICE MEANS:

• PROVIDING QUALITY PRODUCT OR

SERVICE.

• SATISFYING THE NEEDS / WANTS OF THE

CUSTOMER.

• RESULTING IN A REPEAT CUSTOMER.

GOOD CUSTOMER SERVICE RESULTS IN:

• CONTINUED SUCCESS.

• INCREASED PROFITS.

• HIGHER JOB SATISFACTION.

• IMPROVED COMPANY OR

ORGANIZATION MORALE.

• BETTER TEAMWORK.

• MARKET EXPANSION OF

SERVICES / PRODUCTS.

In summary . . .Part 1

CUSTOMER=REVENUE=JOBS

“ Treat every customer as if they

sign your paycheck….

Because they do.”

Part 1

FOR MANAGER

PART 2:

“ To my customer.

I may not have the answer,

but I’ll find it.

I may not have the time,

but I’ll make it.”

- Anonymous

10 RULES FOR GREAT CUSTOMER SERVICE

1. COMMIT TO QUALITY SERVICE.

- CREATE A POSITIVE EXPERIENCE FOR THE CUSTOMER.

- GO ABOVE AND BEYOND CUSTOMER EXPECTATIONS.

2. KNOW YOUR PRODUCTS.

- HELPS WIN A CUSTOMER’S TRUST AND CONFIDENCE.

3. KNOW YOUR CUSTOMERS.

- TAILOR YOUR SERVICE APPROACH TO THEIR NEEDS AND BUYING HABITS.

- GET TO THE ROOT OF CUSTOMER DISSATISFACTION BY TALKING TO PEOPLE

AND UNDERSTANDING COMPLAINTS.

4. TREAT PEOPLE WITH COURTESY.

- EVERY CONTACT WITH A CUSTOMER LEAVES AN IMPRESSION.

- USE PHRASES LIKE “SORRY TO KEEP YOU WAITING” , “THANKS FOR YOUR

ORDER”, “YOU’RE WELCOME” AND “ IT’S BEEN A PLEASURE HELPING YOU”.

5. NEVER ARGUE WITH A CUSTOMER.

- BE SOLUTION FOCUSED THAN PROBLEM FOCUSED.

-

10 RULES FOR GREAT CUSTOMER SERVICE (CONT’D.)

6. DON’T LEAVE CUSTOMERS HANGING.

- ALL COMMUNICATIONS WITH A CUSTOMER NEEDS TO BE HANDLED WITH A SENSE

OF URGENCY.

7. ALWAYS PROVIDE WHAT YOU PROMISED.

- FAILURE TO DO THIS IS A SURE WAY TO LOSE CREDIBILITY WITH YOUR CUSTOMER.

- IF YOU CAN’T MAKE GOOD ON YOUR PROMISE, APOLOGIZE AND OFFER SOME

TYPE OF COMPENSATION.

8. FOCUS ON MAKING CUSTOMERS HAPPY.

- RESEARCH SHOW THAT IT COSTS 6 TIMES MORE TO ATTRACT NEW CUSTOMER THAN

IT DOES TO KEEP AN EXISTING ONE.

9. ASSUME THAT CUSTOMERS ARE TELLING THE TRUTH.

- MAJORITY OF CUSTOMERS DON’T LIKE TO COMPLAIN; IN FACT, THEY’LL GO OUT OF

THEIR WAY TO AVOID IT.

10.MAKE IT EASY TO BUY.

- MAKE THE PROCESS SIMPLE AND USER-FRIENDLY.

“

THE TRANSITION FROM ORDINARY TO

EXTRAORDINARY PERFORMANCE

HAPPENS THROUGH A “CULTURE OF

COMMITMENT” , WHERE FRONTLINE

PEOPLE REFLECT TO THE OUTSIDE THE

INTENSE PRIDE AND OWNERSHIP THEY

ARE EXPERIENCING ON THE INSIDE.

Team Cavaliers

CUSTOMER SERVICE 101

BABY STEPS IN CUSTOMER SERVICE

“ THE BASICS ARE THE BASIS OF CUSTOMER SERVICE”.

BABY STEP #1: FIRST IMPRESSIONS MATTER

BABY STEP #2: COURTESY COUNTS

BABY STEP #3: ATTITUDE IS EVERYTHING

BABY STEP #4: DOING THE RIGHT THING: THE ETHICAL ISSUES

CUSTOMER SERVICE 101BABY STEP # 1: FIRST IMPRESSIONS MATTER

FIRST IMPRESSIONS ARE MENTAL SNAPSHOTS YOU TAKE

WHEN YOU FIRST ENCOUNTER A PERSON OR SITUATION. IT

INCLUDES A PERSON’S LOOKS AND ACTIONS, INCLUDING GENERAL

GROOMING AND CLEANLINESS, CLOTHING, VOICE TONE, ATTITUDE,

BODY LANGUAGE AND POSTURE.

STEPS IN MAKING GOOD IMPRESSION:

1. PEOPLE SEE YOU FIRST, HEAR YOU SECOND.

2. WEAR APPROPRIATE CLOTHING FOR THE WORK YOU DO.

3. MAKE SURE YOU ARE GROOMED.

4. MAINTAIN A RELAXED AND OPEN DEMEANOR.


STEPS IN MAKING GOOD IMPRESSION:

1. PEOPLE SEE YOU FIRST, HEAR YOU SECOND

- LOOKING GOOD AT WORK AND YOUR APPEARANCE SHOULD FIT THE WORK YOU DO.

2. WEAR APPROPRIATE CLOTHING FOR THE WORK YOU DO.

- WEAR THE TYPE OF CLOTHING THAT FITS THE PERSONALITY OF YOUR BUSINESS. -

ALWAYS LEAN TOWARDS DRESSING CONSERVATIVELY IF YOU ARE UNSURE OF WHAT IS SUITABLE TO YOUR

JOB.

3. MAKE SURE YOU ARE GROOMED

- this means your hair and fingernails are clean and groomed; your face, body, and teeth are clean; your clothes are clean and

well-pressed; your shoes polished, your hair is properly styled; and your over-all image is professional. Put all that together and you

present a groomed look.

4. MAINTAIN A RELAXED AND OPEN DEMEANOR

- Hold your head high, and keep your facial expressions friendly. Make eye contact when talking to someone. Smile as often as

appropriate; smile often. A smile goes a long way, both personally and interpersonally. When you smile, you feel better. When you

smile, you make others feel better.

Baby Step # 2: Courtesy Counts

Unlike children, as adults, you are not going to receive constant

praise for being courteous, but people will appreciate your

behavior. When your act courteously, you send a positive and

become a natural part of your vocabulary and personality.

Steps in Developing Courtesy:

1. Say “Please”, “Thank you” and “ You’re Welcome”.

2. Say “Excuse Me” and “I’m Sorry”.

3. Use “Sir” and Ma’am”.

4. Use a person’s name when you know it.

5. Use “Yes” rather than “Yeah”.

6. Say it with a smile.


STEPS IN DEVELOPING COURTESY:

1. SAY “PLEASE”, “THANK YOU” and “YOU’RE WELCOME”

- say “please” when asking something and also learned to say “please” when

you responded to others (e.g. “Yes, please”).

- say “thank you” when someone did something for you.

- say “you’re welcome” when someone thanked you for doing something.

2. SAY “EXCUSE ME” AND “I’M SORRY”

- say “excuse me” when you do not understand someone, when someone was

on your way, or when you inadvertently did something wrong;

- say “I’m sorry” when you did something wrong or made a mistake.

3. USE “SIR” OR “MA’AM”

- even if these words are signs of respect, be careful how you accentuate

these words.

- wrong emphasis can make you sound sarcastic, however, right emphasis can

make you sound respectful.


STEPS IN DEVELOPING COURTESY:

4. USE A PERSON’S NAME WHEN YOU KNOW IT

- everyone enjoys hearing his / her name, so if you know your customer’s name

use it. Also be sure to give your customer your name.

- always try to practice name re-calling.

5. USE “YES” RATHER THAN “YEAH”

- use “Yes” instead of “yeah” to sound professional, intellectual and

respectful.

6. SAY IT WITH A SMILE

In today’s fast-paced world, smiling when you speak does come across loud and

clear. Whether you are speaking face-to-face or by telephone, our customer will see

or hear the smile in your voice.


Baby Step # 3: Attitude is EverythingAttitude is everything. Good or bad. Whether yours is good or bad, your

attitude is what people are going to remember about you. When you interact

with customers, you may not get a second chance. Even if you are not as naturally

positive person you can learn to have a more positive attitude. It begins by

learning to APPRECIATE.

Steps in developing positive attitude:

1. Appreciate the good in yourself and in others.

2. Believe in yourself.

3. Believe you can make a difference.

4. Keep an open-mind ; do not stereotype people.


STEPS IN DEVELOPING POSITIVE ATTITUDE:

1. APPRECIATE THE GOOD IN YOURSELF AND IN OTHERS

Appreciation can be learned by changing your self-talk (the words you use when you

think) to think positive thoughts. For example, change “I’ll never do this right” to “next time I’ll

do this better”. This also goes for thoughts about your customers (e.g., “Look at his old lady.

She doesn’t look like she has a clue about television sets. This is going to be a tough one to

handle”. Change this mindset to “ I’ll do what I can to help this customer. She mentioned she

doesn’t know a whole lot about all the new type sets, so I’ll do my best to explain them all”.).

2. BELIEVE IN YOURSELF

When you stop your negative self-talk, you will start to believe in

yourself. Saying things such as,” I’ll never do this right”, only sets you up for failure. Changing your

self-talk to “next time I’ll do it differently” sets you up for success. When you begin to believe in

yourself, you will begin to feel more confident. When you feel more confident, you will begin

projecting a powerful image to others. To your customers, you will project an image of someone

who believes in yourself, your company, and your products.


STEPS IN DEVELOPING POSITIVE ATTITUDE:

3. BELIEVE YOU CAN MAKE A DIFFERENCE

When you believe in yourself and gain confidence, you will naturally progress

to believing that you can make a difference in the lives of others. When you believe you

can make a difference, you will find ways to make it happen. At work, look for ways to

make a difference by being helpful, interested, and caring toward your customers.

4. KEEP AN OPEN-MIND ; DO NOT STEREOTYPE PEOPLE

When the employee thought about the older woman who did not know what

she wanted and was going to be tough to handle, he was accepting a negative

stereotype about older people before he talked to her. That older woman might be

smarter and sharper than he is. Stereotypes can skew first impressions. Do you want

people to stereotype you? When you change your thought process and stop

stereotyping others, you will change the way you present yourself.


Baby Step # 4: Doing the Right Thing: Ethical IssuesBeing ethical means being honest, doing the right thing, and being

accountable for your actions.

Steps to develop ethical ways of doing things:

1. Always be honest.

2. Do the right thing.

3. Do what you say when you say you will.

4. Be accountable for your actions.


STEPS TO MAINTAIN ETHICS IN DOING THINGS:

1. ALWAYS BE HONEST

Being honest at all times will make your life far less complicated. When you

are truthful, you do not have to remember what you said to whom. Being truthful is

important to your customer. If you become dishonest, the truth always has a way of

coming out. When people find out you have not been completely honest, they will no

longer trust you.

2. KEEP AN OPEN-MIND ; DO NOT STEREOTYPE PEOPLE

When the employee thought about the older woman who did not know what

she wanted and was going to be tough to handle, he was accepting a negative

stereotype about older people before he talked to her. That older woman might be

smarter and sharper than he is. Remember first impressions? Stereotypes can skew first

impressions. Do you want people to stereotype you? When you change your thought

process and stop stereotyping others, you will change the way you present yourself.



STEPS TO MAINTAIN ETHICS IN DOING THINGS:

3. DO WHAT YOU SAY WHEN YOU SAY YOU WILL

Become a person others can rely on. When you give a customer your

word, mean it. Let your word be your bond. Erase the words “I can’t” and “no” from your

vocabulary. If you cannot do what the customer asks, explain instead what you can do. It is

all right to say “I don’t know.” Follow up with “I’ll find out for you.”

4. BE ACCOUNTABLE FOR YOUR ACTIONS

When you take responsibility and own up to your mistakes, people will respect

you. No one expects you to make the right decision 100% of the time. We are all human and

are all going to make mistakes. What sets ethical people apart is that they hold themselves

accountable for their mistakes. This may not be easy at first, but it is the right thing to do.

People will appreciate that you are able to admit you did something wrong. You will also

have an added benefit: You will respect yourself more when you take responsibility for your

actions.

Part III:

Excellent Service through

Excellent Communication

TEAM THUNDERS

EXCELLENT SERVICE THROUGHEFFECTIVE COMMUNICATION

“Quality in a service or product is not

what you put into it.

It is what the client or customer

gets out of it.”

- Peter Drucker

FIVE STEPS TO EFFECTIVE COMMUNICATION

• SAYING WHAT YOU MEAN AND

MEANING WHAT YOU SAY.

• WHAT YOU DON’T SAY;

NON-VERBAL COMMUNICATION.

• PUTTING WORDS TOGETHER:

GRAMMAR USAGE.

• ASKING THE CORRECT QUESTIONS AND

ANSWERING THE QUESTIONS CORRECTLY.

• WHEN THE CUSTOMERS SAYS “NO”.

LISTENING ACTIVELY.

Excellent Service through Effective Communication

IN YOUR DEALINGS WITH CUSTOMERS, BE THE ONE TO INITIATE

HONEST, RESPECTFUL AND THOUGHTFUL COMMUNICATION.

BECAUSE TO THEM, YOU NOT ONLY REPRESENT THE COMPANY….

YOU ARE THE COMPANY.

Always Remember:

EXCELLENT SERVICE THROUGH EFFECTIVE COMMUNICATION

STEP 1: SAYING WHAT YOU MEAN AND MEANING WHAT YOU SAY

“THE MESSAGE HAS TO GET ACROSS THE WAY YOU MEAN IT ;

OTHERWISE YOU MAY NOT GET A SECOND CHANCE. “

HOW TO DO IT?

• CHOOSE THE RIGHT WORDS.

• MAKE SURE THE VOICE TONE FITS THE MESSAGE.

• ADDING WELCOME WORDS.

• KEEPING BUSINESS CONVERSATION PROFESSIONAL.


• Choose the Right Words.

- choose the words that will be understandable to the customer.

- opt for easy and familiar words when communicating, especially if the customer is not so

familiar with the company or product.

• Make sure your voice tone fits the message your sending.

- how to say something is more important than what you say.

- pay attention to your listener’s nonverbal cues to make sure your tone

fits you customer.

• Add welcome words to your vocabulary.

- using words that sound positive and confident projects a positive and confident attitude.

- “Yes, I’ll be happy to!”, “Sure, I can!”, “Absolutely!”

• Keep business conversations professional.

- draw the line between being professional and getting personal.

Step 2: WHAT YOU DON’T SAY : NON-VERBAL COMMUNICATION

How you say something is more important than the words you choose, but what you

do when you convey a message is also important .

STEPS TO IMPROVE NON-VERBAL COMMUNICATION

Smile often.

Make eye contact.

Maintain good posture.

Keep your energy level steady.



Step 3: PUTTING WORDS TOGETHER : GRAMMAR USAGE

Proper grammar is critical to effective communication. When you use proper

grammar, it is easier to send the right message.

HOW TO PROPERLY COMMUNICATE WITH CUSTOMERS:

Reflect your company’s personality.

Speak clearly.

Use everyday language.

Avoid using jargon, company terms

and technical language.


Step 4: ASKING the CORRECT QUESTIONS and ANSWERING the

QUESTIONS CORRECTLY

We ask questions for many reasons. As customers, we ask questions to

gather new information and acquire additional information. Employees

ask questions to figure out how to solve a customer’s problem or to resolve a customer’s

complaint.

Open Questions require more than a yes or no answer and encourage the

customer to give information.

Closed Questions require one word or short answer

and are often used for clarifications.


TIPS IN MAKING GOOD QUESTION AND GIVING RIGHT ANSWER:

Keep your questions simple.

Ask open questions when you need information.

Ask closed questions to control the conversation.

Take time to understand the customer’s question first before answering it.

Try to give more than a one word answer.


Tips in Making Good Question and Giving Right Answer (cont’d.)

•Keep your questions simple.

- stick to one type of question.

- do not lump series of questions together so that customer will be able to answer correctly

and completely.

- e.g., “tell me about…”,“tell me more…”, “I’d like to get information on…”,“kindly describe….”.

• Ask open questions when you need information.

- begin with what, why and how.

- use when you need information and when you want to encourage the customer to talk.

- e.g. “ how do you…”, “what would you like…”, “what else…”,

“how will…”.

• Ask closed questions to control conversation.

- use when you need specific answer like “yes”, “no” or short answer, or to clarify

information.

- start with “is”, “are”, “do”, “can”, “will” if you require only a “yes” or “no” answer.

- start with “who”, “would”, “how”, or “where” if your require only a short answer.

- e.g. “are you..”, “do you think..”, “will you…”, “would you like…”,”where do you..”, “how many…”

Tips in Making Good Question and Giving Right Answer (cont’d.)

•Understand the customer’s question before answering it.

- recap or rephrase the question or ask a clarifying question if you do not

clearly understand the question.

• Ask open questions when you need information.- begin with what, why and how.

- use when you need information and when you want to encourage the

customer to talk.

- e.g. “ how do you…”, “what would you like…”, “what else…”,

“how will…”.


Step 5: WHEN THE CUSTOMER SAYS “NO”

Always do what is right for the customers and uncover the reason for objections, even if you have offered a valid solution and the customer still says “no”.


STEPS ON HOW TO FIND SOLUTION

TO CUSTOMER OBJECTION

• Listen to the customer’s objection

• Acknowledge the objection

• Follow-up with a question

• Consider the customer’s action


Steps on How to Find Solution to Customer Objections

• Listen to the customer’s objection.- discover and understand the reason/s behind the customer’s objection by

asking a combination of open and closed questions.

• Acknowledge the objection.- validate the customer’s reason, then respond with positive statement.

- empathize with customer’s objection, but make sure you put additional

benefit to the solution you proposed.

• Follow-up with a question.- make a follow-up question to validate or clarify if the customer finally agrees

on you’re your proposal.

- e.g. “how do you find my proposal..”, “would that be fine with you?...”

• Consider the customer’s answer.

- the customer’s response will determine if you successfully made the customer

believe in you.

TEAM SPURS


Step 6: LISTENING ACTIVELY

Effective communication is not just dependent on your ability

to talk and write well.

TIPS ON HOW TO ACTIVELY LISTEN TO CUSTOMERS

• Focus entirely on your customer.

• Listen completely.

• Remain objective ; do not judge.

• Listen to what not is said.


Steps on Listen Actively to Customers

• Focus entirely on your customer.

- think of that customer you are helping is the only customer in your business so that

you will be able to give your full attention.

• Listen completely.

- pay complete attention to the customer while he/she is speaking.

- do not think of any response yet while the customer is talking.

• Remain objective ; do not judge.

- gathering all relevant information.

- paraphrase the customer’s words or ask more questions to clarify.

• Consider the customer’s answer.

- the customer’s response will determine if you successfully made the customer

believe in you.

•Listen to what not is said.

- pay attention to customer’s body language and expression.

- “reading between the lines”.

JUMPING IN WITH BOTH FEET:

RELATIONSHIP BUILDING

“Anyone who thinks

customers are not

important should try

doing without them for a

week.”

- Anonymous

FOR MANAGER


RELATIONSHIP BUILDING“ to provide the best possible service, you must get close to

your customers by building a strong relationship with them”

STEPS

• ESTABLISHING RAPPORT

• INTERACTING POSITIVELY WITH CUSTOMERS

• IDENTIFYING CUSTOMER NEEDS

• MAKING THE CUSTOMERS FEEL VALUED

• MAINTAINING ONGOING RELATIONSHIP

• HANDLING DIFFERENT TYPES OF CUSTOMERS



Step 1: ESTABLISHING RAPPORT

Rapport begins the moment you start communicating with your customers.

TIPS ON HOW TO ESTABLISH RAPPORT:

• Be friendly.

• Be interested.

• Be sensitive.

• Be trustful.

• Find common ground.

TIPS ON HOW TO ESTABLISH RAPPORT

• Be friendly.

- you show them from the start, that you are a person who is approachable

and willing to help.

• Be interested.

- means listening and responding accordingly.

- thinking of ways to brighten other people’s day.

• Be sensitive.

- being empathetic and considerate of people’s situation.

• Be trustful.

- demonstrate that you can be trusted by being honest and ethical in everything you do.

It is also demonstrated by treating people with dignity and respect.

• Find common ground.

- when listening to your customer’s statements try to find something you have in common





Step 2: INTERACTING POSITIVELY WITH CUSTOMERS

Be a person who brings others up and continues to bring relationship.

TIPS ON HOW TO INTERACT POSITIVELY

• Be helpful.

• Be committed.

• Be a problem solver.

• Be credible.

• Believe in your products or services.

TIPS ON HOW TO INTERACT POSITIVELY

• Be helpful.- show your customers you care by giving the extra mile for them.

• Be committed.- give your customers 110%.

- committing yourself to your company and to your customers will make you

look for ways to make things better.

• Be a problem solver.- be a part of the solution by looking for answers rather than focusing on what

is wrong.

- people who focus on problems complain; people who focus on solutions find

ways to make a difference.





TIPS ON HOW TO INTERACT POSITIVELY (cont’d.)

• Be credible.- being knowledgeable of your products and company.

• Believe in your products and services.- believing that your products and services will help your customers is crucial to

doing the right thing for them.



Step 3: IDENTIFYING CUSTOMER NEEDS

When you deal with customers, your job was to uncover their needs.

STEPS IN IDENTIFYING

CUSTOMERS’ NEEDS

• Ask questions.

• Summarize customer’s needs.

• Recommend appropriate solutions.

• Handle objections.



STEPS IN IDENTIFYING CUSTOMER’S NEEDS

• Ask questions.- when customers do not know how to tell you what they need, it is your job

to figure out what they need.

• Summarize customer’s needs.- summarize your understanding of what the customer told you.

• Recommend appropriate solutions.- make sure that your recommendations are based on what the customer told

you.

- refer to things the customer said when making your recommendations.

• Handle objections.- answer the customer’s silent question “what is it going to do with me?”

Step 4: MAKING THE CUSTOMER FEEL VALUED

Communicating effectively and building positive relationships to make customers feel valued.



WAYS TO MAKE CUSTOMERS FEEL VALUED

• Go out of your way to customers.

• Validate customer’s decision.

• Instill positive feelings.



WAYS TO MAKE CUSTOMERS FEEL VALUED

• Go out of your way to customers.- trying to give customers more than what they asked for.

• Validate customer’s decision.- always validate your customer’s decision even if you do not agree on their

choices.

• Instill positive feelings.- never make customers feel bad about their decisions.

TEAM RAPTORS



Step 5: MAINTAINING ONGOING RELATIONSHIP

• Remember your customers.

• Learn customer’s name.

• Remember something about your

customers.

• Learn your customer’s preference.



Step 6: HANDLING DIFFERENT TYPES OF

CUSTOMERS

• The pushy, obnoxious customer.

• The timid, indecisive customer.

• The overly friendly, flirty customer.

• The culturally different customer.

• Customers with disabilities



• The pushy, obnoxious customer.- remain calm; speak softly and control your voice inflection.

• The timid, indecisive customer.- be patient; be sensitive to timid and indecisive customers and help them

become more talkative by asking questions and encouraging them to talk.

• The overly friendly, flirty customer.- be professional ; guide your conversation on business by not fostering overly

friendly or flirty customers by being overly friendly in return.

• The culturally different customer.

- be tolerant ; kindness, a smile, honesty and empathy translate into any

language and across any barrier.

• The customers with disabilities- be respectful as people with disabilities just wanted to be treated like

everyone else.



Step 6: HANDLING DIFFERENT TYPES OF

CUSTOMERS

HOW TO IDENTIFY DIFFERENT

PERSONALITIES ACCORDING TO SENSES:

• Visual People.

• Kinaesthetic People .

• Auditory People.



• The Visual People.- “see the sense”, “looks to me like”, “appears to me”, “short-sighted”, “see eye

to eye”.

- may greet you with “nice to see you”

• The Kinaesthetic People.- “it feels right”, “get the grips with”, “hand in hand”, “slipped my mind”, “lets lay

the cards on the table”.

- may greet you with “how are you feeling today?”.

• The Auditory People.- “ I hear what you’re saying”, “loud and clear”, “unheard of”, “word for word”.

- may greet you with “I heard you were coming today” or “I heard the job’s

doing well”.

Part V:

HANDLING DIFFICULT

CUSTOMER CONTACTS

“Your best customers leave quite an

impression.

Do the same, and they won't leave at all.”

- SAP Ad

FOR MANAGER

HANDLING DIFFICULT CUSTOMER CONTACTS

“When a customer complains, look at it as an opportunity to improve.”

STEPS TO EFFECTIVELY HANDLE

DIFFICULT CUSTOMER CONTACTS

• What Is Going On : Determine the

Reason for Complaint

• What Caused It : Identify the Root Cause

of the Problem

• What Can I Do : Rectify the Situation

• What Can I Say : Acknowledge the

Problem

STEP 1: WHAT IS GOING ON : DETERMINE THE REASON FOR COMPLAINT

• Assure the customer you are going to help and that you will do all that

you can to solve the problem.

• Restate the customer’s opening statement .

• Listen very carefully and attentively.

• Write down important details.

• Display empathy.

• Remain composed.


If an angry customer immediately asks for your manager or the owner of your company without first giving you a chance to help, try this approach:“Mr.______, please give me the opportunity to resolve the problem. I’m confident that I will be able to help you, but if you are still not satisfied, I will personally refer your problem to my manager (or owner).” Your confident manner will give the customer the peace of mind that you are truly interested in resolving her problem.

TIPS 101

If a customer uses profanity, calmly say “Mr. _______, I understand you are upset, and I am going to help you, but there is no reason to use profanity.” In most cases the customer will stop. If he continues, calmly say, “Again, I am going to work with you to resolve your problem. Will you please explain to me what happened without using profanity?” maintaining a calm demeanor, your customer will begin to calm down.



STEP 2: WHAT CAUSED IT : IDENTIFY ROOT CAUSE OF PROBLEM

• Investigate the situation.

• Determine if customer has valid complaint .

• Apologize.

• Explain what happened.


STEP 3: RECTIFY THE SITUATION

• Tell the customer what you are going to do to solve the problem.

• Focus on what you can do.

• Offer your best solution.

• Never assign blame – when you offer solution, do not fault the customer.

• Display empathy.

• Offer an alternative solution

STEP 4: WHAT CAN I SAY : ACKNOWLEDGE THE PROBLEM

• Thank the customer for allowing you to make things right.

• Tell what you will do to avoid future problems.

• Offer some sort of compensation or restitution.

• Make a follow-up call or visit.



STEP 5: WHAT NEEDS TO BE DONE:

• Analyze what went wrong.

• Recommend a review your company’s policies and procedures.

• Offer some sort of compensation or restitution.

• Change what you can to make things better.

HOW TO FIX WHAT NEEDS FIXING:•How easy is it for customers to do business with you?

• Which of your policies makes it difficult to satisfy customers?• In what areas of your business do you get repeat complaints?


ALWAYS REMEMBER:

When you deal with customers, there are going to be problems. Whether the problem is caused by the customer or by the company, what is important in

any contact with a difficult customer is what you do to resolve the problem and how valued you make

the customer feel .

customerservicetraining_101_presentation 2017_for employees

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