Download - Customer Service-Subroto Ghosh
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Management Learning
Series Vol#03
Subroto Ghosh
Presented by
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Management Learning
Series Vol#03
What is customer service?What is customer service?
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Management Learning
Series Vol # 02Lets defineLets define
Customer Service is the ability to fill customerorders for production or services accurately andexpeditiously, delivering them at the time and in
the condition needed to meet customerrequirements - at a price that is competitive orconsistent with customer expectations.
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Management Learning
Series Vol#03
Why is Customer
Service important?
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Management Learning
Series Vol # 02
Customer expectations of service are notconsistent.
Expectations are influential.
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Management Learning
Series Vol#03
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Management Learning
Series Vol # 02Customer ServiceCustomer Service
Rapport Building
Good Interpersonal Skills
Effective Listening Skills
Telephone Courtesy
Handling Angry Customers
Complaint Managing
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Management Learning
Series Vol # 02RapportRapport BuildingBuilding
Why Customer don't come back
68% quit because of poor service
14% are dissatisfied with the product9% leave for competitive reasons
6% develop other relationships
3% move away, discontinue business, etc
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Management Learning
Series Vol # 02Rapport BuildingRapport Building
A recent Master Card survey showed that62% of customers left a store withoutbuying an item because a sales clerk
wasnt available.
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Management Learning
Series Vol # 02Effective ListeningEffective Listening
Offer feedback
to prompt speaker to continue
to summarize to show you were listening
Block out barriers such as culture, education,and psychology.
Practice, Practice, Practice
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Management Learning
Series Vol # 02Telephone CourtesyTelephone Courtesy
Voice pitch
wimpy voice = pushover
cute, soft, or adorable voice = negative
a kind, warm but firm voice = positive
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Management Learning
Series Vol # 02Telephone CourtesyTelephone Courtesy
Volume
Too fast or too slow
Too loud or too soft
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Management Learning
Series Vol # 02TelephoneTelephone CourtesyCourtesy
Whatcha
Ishegonnaget
IdinitJevver
Zat
Ya/YallKin
Git
What are you
Is she going to get it
Isnt it
Did you ever
Is that
You
Can
Get
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Management Learning
Series Vol # 02EMPATHYEMPATHY
To understand or identify another's situation.
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Management Learning
Series Vol # 02Examples of EmpathyExamples of Empathy
You sound pretty disappointed with theinformation I just told you.
When you feel youve been given therunaround, I can understand
Brainstorm some more examples of empathystatements!
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Management Learning
Series Vol # 02AcknowledgementAcknowledgement
Recognizing the validity of the customersposition from their point of view. Translate.
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Management Learning
Series Vol # 02Examples of AcknowledgementExamples of Acknowledgement
your reluctance to talk with me instead of asupervisor.
Before we give up on your request for a larger
budget,
Brainstorm for more examples ofacknowledgement statements!
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Management Learning
Series Vol # 02ReassuranceReassurance
Restoring the customers confidence in you.
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Management Learning
Series Vol # 02Examples of ReassuranceExamples of Reassurance
I want to be sure there is nothing I am awareof thats changed.
If youll give me just a few minutes, I think
youll find between the two of us we can workout a satisfactory solution without taking upeven more of your time by starting all over withsomebody new.
Brainstorm for more examples of reassurancestatements!
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Management Learning
Series Vol # 02ActionAction
Do it!! Tell the customer what you plan to doand how you plan to do it.
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Management Learning
Series Vol # 02Examples of Action StatementsExamples of Action Statements
Now I am going to run through it again as youexplained it to me. Stop me if I do not have itright.
Let me get my manager in on our conversationand listen to his ideas about your alternatemethod for the project.
Brainstorm for more examples of Action
statements!
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Management Learning
Series Vol # 02
What are the steps to handle anangry customer or manage a
complaint???
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Empathy
Acknowledgement
Reassurance
Action
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Management Learning
Series Vol # 02GROUP EXERCISEGROUP EXERCISE
Get in groups ofthree. Read through thescenario assigned to you. Write your responseto the approaching customer using what youhave just learned. Your response may be a fewsentences.
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Management Learning
Series Vol # 02SituationSituation
Your customer complains of repeated equipmentfailure. He worries about equipment reliabilityand the possibility of latent defects.
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Management Learning
Series Vol # 02What you say:What you say:
Mr. Customer, I can understand how concernedyou must be that what has already happenedseveral times will continue. I, too, would wantto know what to do to guard against possiblefuture failures.
Were concerned about the trouble you had withthe installed equipment. Wed like to work with
you to determine whats going on. Heres howwe may be able to help.
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Management Learning
Series Vol # 02Remember the key elements:Remember the key elements:
Empathize with your customer.
State your companys equal concern.
Present a plan of action.
Ask for your customers thoughts.
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Management Learning
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Management Learning
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