developing excellent customer service

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Power Source Success Academy Developing Excellent Customer Service

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Applied Customer Service.

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Page 1: Developing excellent customer service

Power Source Success Academy

Developing Excellent

Customer Service

Page 2: Developing excellent customer service

Power Source Success Academy

Objectives:• To develop a deeper understanding of customer service, its nature and its impact on business processes.• To discover and apply through experiential learning various communication skill sets to deliver excellent customer service in the workplace.

Page 3: Developing excellent customer service

Power Source Success Academy

Page 4: Developing excellent customer service

Power Source Success Academy

8CustomerService

MYTHS

Page 5: Developing excellent customer service

Power Source Success Academy

Page 6: Developing excellent customer service

Power Source Success Academy

Customer Service

-Customers

-Buyers

-provision of service

-series of activities

-degree of assistance

-interactions

-processes

-courtesy, advice

-Company

-Business

-Provider of product or service.

Page 7: Developing excellent customer service

Power Source Success Academy

Service is Intangible!• It deals with the Human

Side of the organization.

• It involves human perceptions; their feelings and emotions, their understanding and behavior.

Page 8: Developing excellent customer service

Power Source Success Academy

Two Dimensions of Customer Service:

Procedural Dimension:

Established systems or procedures to deliver products or services

Personal Dimension: How the service providers

interact with the customers.

Page 9: Developing excellent customer service

Power Source Success Academy

Pers

onal

Dim

ensi

on

Procedural Dimension

The FREEZER“We Don’t Care”

The FRIENDLY ZOO“We are trying hard, but we

really don’t know what we are doing”

The FACTORY“You are a number, we are here

to process you”

QUALITY CUSTOMER SERVICE!

“We care. We listen. We deliver”

Page 10: Developing excellent customer service

Power Source Success Academy

Service Winners:• Those with positive attitude and cheerful outlook.

• Those who genuinely enjoy working with and for other people.

• Those with the ability to put the customer on “center stage”.

• Those who view their job as a Human Relations Profession.• Those who can allow customers to be right

(even if sometimes they are not)

Page 11: Developing excellent customer service

Power Source Success Academy

5 Elements of Quality Service• Trust• Responsiven

ess• Empathy• Assurance• Tangibles

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Power Source Success Academy

8RULES forGoodCustomerService

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Power Source Success Academy

Quality Customer Service

Skills

Page 14: Developing excellent customer service

Power Source Success Academy

WHAT DO YOU NEED TO KNOW?

Know your organization

Know your Product or

Service

Know your Customer

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Power Source Success Academy

15

COMMUNICATION

VERBAL NON-VERBAL

7% 93%

Page 16: Developing excellent customer service

Power Source Success Academy

Excellent Verbal Communication Skills

Excellent Non-Verbal Communication Skills

Excellent Listening Skills

Better and more

productive relationships

Page 17: Developing excellent customer service

Power Source Success Academy

Service Breakdown:Occurs whenever a product or service fails to meet the customer’s expectations

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Power Source Success Academy

Service Recovery Strategy:

Page 19: Developing excellent customer service

Power Source Success Academy

Roadblock to Service Recovery:

Page 20: Developing excellent customer service

Power Source Success Academy

Dealing with difficult customers:

Page 21: Developing excellent customer service

Power Source Success Academy

15 Quality Customer Service Skills That Matter

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Power Source Success Academy

Customer Service is not a department;It is everyone’s job!

Page 23: Developing excellent customer service

Power Source Success Academy

Your most unhappy customer is your greatest source of learning. –Bill Gates.

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Power Source Success Academy

Kind words can be short and easy to speak, but their echoes are truly endless. –Mother Theresa

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Power Source Success Academy

Thank You!