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UNDERSTANDING
CUSTOMER CARE IN SHRI
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Learning Objectives
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Understanding the service and itscharacteristics
Understanding the customers in SHRI
Enhancing the customer and staff relationshipin SHRI
Motivational amenities' of staff nurses inSHRI
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Understanding the service and its characteristics
An activity or benefit that one party can offer that is intangible
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Five Elements of Quality Service
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Reliability
Assurance
Tangible
Empathy Responsiveness
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Five Elements of Quality Service
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Reliability:
The ability to provide what was promised,
dependably and accurately Action strategy : make sure that you correctly
identify customer needs, promise only what you candeliver, and follow through to ensure that the
product or service was received as promised
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Five Elements of Quality Service
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Assurance:
The knowledge and courtesy of employees, and theirability to convey trust and confidence
Action strategy : take the time to serve customersone at a time. Provide service assertively by usingpositive communication techniques and describingproducts and services accurately
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Five Elements of Quality Service
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Tangible:
The physical facilities and equipment and theappearance of personnel
Action strategy : maintain workspaces in a neat,orderly manner, dress professionally, and maintainexcellent grooming and hygiene standards
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Five Elements of Quality Service
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Empathy:
The degree of caring and individual attentionprovided to customers
Action strategy : listen for emotions in yourcustomers messages. Put yourself in their place andrespond compassionately by offering service toaddress their needs and concerns
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Five Elements of Quality Service
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Responsiveness:
The willingness to help customers and provideprompt services
Action strategy : project a positive, can-do attitude.Take immediate steps to help customers and satisfytheir needs
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Characteristics of services
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Intangibility
Heterogeneity
Consumption and production takes simultaneously
Non inventoried
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Understanding the customers in SHRI
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Understanding the demographic profile of thecustomer who came to SHRI,
Understanding the customer thoroughly,
Understanding the perception of the customer, Equating the customer expectation and capabilities
of SHRI.
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Key Skills for Quality Customer Service
Addressing Customer Different Behavior Style
Steps to Resolve Service Breakdown
Enhancing the customer and staff relationshipin SHRI
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SERVICE WINNERS..
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Those with a positive attitude and a cheerful outlook
Those who can allow customers to be right (even onthe occasions when they are not)
Those who genuinely enjoy working with and for other people
Those with the ability to put the customer on centerstage
Those who view their job primarily as a humanrelations profession
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Service is.
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Customers in a restaurant want more than a meal
Guests in hotels want more than a room
Client in a transaction want more than a settlement
Customer want more that just the product or servicethat is offered they also want to be treated well
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Intangibles deal with the human side of anorganization
They include human emotions, behaviors,understandings, feelings and perceptions
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Service is Intangible
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Examples of customer service customerservice intangible :
Satisfaction
Attentiveness
Flow
Helpfulness
Sensitivity
Tone
AttitudeKnowledgeUnderstandingTactGuidance
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What You Should Know?
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Know Your Organization:
Organization mission and vision
Organization culture
Customer interaction policy and procedures Company support for product/service
Know Your Customer
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What You Should Know?
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Know Your Product/Service:
Product /service development and qualityimprovement process
Product/service configuration Performance data and specification
Maintenance and care
Price and delivery
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What You Should Know?
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Know Your CUSTOMERS:
Customer Needs
Customer Concerns
Customer Personality
D l i E ll C i i i h
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Developing Excellent Communication withCustomers
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Communicating positively..
Plan your message
Greet customer warmly and sincerely
Be specific Use small talk
Use simple language
Paraphrase
D l i E ll t C i ti ith
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Developing Excellent Communication withCustomers
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Communicating positively..
Ask positively phrased question (Instead, Why do
you feel that way , use: What makes you feel thatway? Instead, Why do you want that color, use :Whatother colors have you considered?)
Communicate to your customers style
Agree with customers
Solicit customer feedback and participation
D l i E ll t C i ti ith
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Developing Excellent Communication withCustomers
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Communicating positively..Words and phrases that build relationship: Please Thank you
I can or will How may I help? I understand how you feel Youre right
May I Would you mind.. I apologize for
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Developing Excellent Communication withCustomers
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Avoiding negative communication..Words and phrases that damage relationship:
You dont understand
You dont see my point
Hold on a second Our policy says (or prohibits)
Thats not my responsibility
What you need to do is..
Why dont you The word problem
The word but
The word no
E ll t VERBAL C i ti ith
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Excellent VERBAL Communication withCustomers
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Six C of giving good information to customersto customers:
Clear
ConciseCorrect
Complete
Courteous
Concrete
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Non Verbal Communication with Customers
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Body language:
Eye contact
Posture
Facial expression Gestures
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Non Verbal Communication with Customers
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Volume Cue:
Pitch
Volume
Rate of speech Voice quality
Articulation
Pauses Silence
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Non Verbal Communication with Customers
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Appearance and Grooming:
Hygiene (regular washing and combing of hair, useof mouthwash and deodorant)
Clothing and accessories
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Non Verbal Communication with Customers
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Miscellaneous cues:
Personal habits
Proper etiquette and manners
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Positive and Negative CommunicationBehavior
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Positive: Brief eye contact Eyes wide open Smiling
Nodding affirmatively Expressive body gestures Open body stance Listening actively
Remaining silent as customer speaks Gesturing with open hand Clean, organize work area
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Positive and Negative CommunicationBehavior
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Negative : Yawning
Frowning or sneering
Attending to matters other than the customer Leaning away from customers as he/she speaks
Subdued or Minimal hand gestures
Staring blankly or coolly at customers
Interrupting Pointing finger or object at customer
Disorganized, cluttered workspace
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Characteristics of Good Listener
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1. Empathy
2. Understanding
3. Patience
4. Attentiveness and5. Objectivity
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Dealing Assertively with Customers
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Look customers in the eyes as you speak
Grasp firmly without crushing
Think, plan, speak a specific
Stop, gather thoughts, speak Apologize if you make a mistake
Increase volume, sound firm and convincing
Take responsibility, resolve the problem
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Addressing Customer Needs
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Thank the customer, follow up, go beyond serviceexpectations, provide special offers, rememberspecial details about the customer
Use the customers name, give special treatmentwhen possible, elicit opinions
Listen, dont interrupt, acknowledge the customersemotions and concerns, take time to serve, ask
advice, elicit feedback
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Dealing with Difficult People
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Dont take it personally
Remain calm, listen carefully
Focus on the problem, not the person
Reward yourself for turning a difficult customer into
a happy one
When all else fail, ask for help
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