managing customer service-1

7/21/2019 Managing Customer Service-1

1/57

1

ManagingManaging

CustomerCustomer

ServiceService


2/57

2

Contents :Contents :

Understanding Quality Service and Service

Culture

Key Skills for Quality Customer Service

Addressing Customer Different Behavior Style

Steps to Resolve Service Breakdon

If you find this presentation useful, please consider telling

others about our site (www.studyMarketing.org)(www.studyMarketing.org)


3/57

3

!hose ith a positive attitude and a cheerful outlook

!hose ho can allo customers to "e right #even on

the occasions hen they are not$

!hose ho genuinely en%oy orking ith and for

other people

!hose ith the a"ility to put the customer on

&center stage'

!hose ho vie their %o" primarily as a human

relations profession

Service Winners..Service Winners..


4/57

4

Service is.Service is.

Customers in a restaurant ant more than a meal

(uests in hotels ant more than a room

Client in a transaction ant more than a settlement

Customer ant more that %ust the product or

service that is offered ) they also ant to "e

treated ell


5/57

Service is IntangibleService is Intangible

Service is

intangible

*ntangi"les deal ith

the human side of an

organi+ation

!hey include human

emotions, "ehaviors,

understandings, feelings,

and perceptions


6/57

!

Service is IntangibleService is Intangible

Examples ofExamples of

customer servicecustomer service

intangible :intangible :

Satisfaction

Attentiveness

-lo

.elpfulness

Sensitivity

!one

Attitude

Knoledge

Understanding !act

(uidance


7/57"

Service

The procedural dimensionThe procedural dimension

Consist of the esta"lished

systems and procedures to

deliver products and/or

services

The personal dimensionThe personal dimension

.o service providers #usingtheir attitudes, "ehaviors,

and ver"al skills$ interact

ith customers

To !imensions of ServiceTo !imensions of Service


8/57#

To !imensions of ServiceTo !imensions of Service

The "ree#erThe "ree#er

0o in "oth personal and

procedural service1

2otto 3 &4e don5t care'

The "riendl$ %ooThe "riendl$ %oo

Bad in procedural service,

good in personal service1

2otto 3 &4e are trying

hard, "ut don5t really

kno hat e are doing'

The "actor$The "actor$

(ood in procedural service,

"ad in personal service1

2otto 3 &6ou are num"er1 4e

are here to process you'

&ualit$ Customer Service&ualit$ Customer Service

78cellent in "oth thepersonal and procedural

dimensions1 2otto 3 94e

care and e deliver'


9/57$

'e$ Elements of'e$ Elements of

&ualit$ Service&ualit$ Service


10/571%

(ssurance(ssurance

"ive Elements of &ualit$ Service"ive Elements of &ualit$ Service

TangibleTangible

Empath$Empath$)esponsiveness)esponsiveness

)eliabilit$)eliabilit$


11/5711


Relia"ilityRelia"ility

!he a"ility to provide hat as

promised, dependa"ly and

accurately

Action strategy 3 make sure thatyou correctly identify customer

needs, promise only hat you can

deliver, and follo through to

ensure that the product or serviceas received as promised


12/5712


AssuranceAssurance

!he knoledge and courtesy of

employees, and their a"ility to

convey trust and confidence

Action strategy 3 take the time toserve customers one at a time1

:rovide service assertively "y

using positive communication

techni;ues and descri"ingproducts and services accurately


13/5713


!angi"le!angi"le

!he physical facilities and

e;uipment and the appearance of

personnel

Action strategy 3 maintainorkspaces in a neat, orderly

manner, dress professionally, and

maintain e8cellent grooming and

hygiene standards


14/5714


7mpathy7mpathy

!he degree of caring and

individual attention provided to

customers

Action strategy 3 listen foremotions in your customers5

messages1 :ut yourself in their

place and respond

compassionately "y offeringservice to address their needs

and concerns


15/571


ResponsivenessResponsiveness

!he illingness to help

customers and provide prompt

services

Action strategy 3 pro%ect apositive, can


16/571!

Service Culture ComponentsService Culture Components

!eliver$

S$stem

Training

Motivatorsand reard

Emplo$ee

roles and

expectations

*olicies and

procedures

Managementsupport

Service

mission

SE)+ICESE)+ICE

C,-T,)EC,-T,)E

*roducts

and services


17/57

1"


Service

mission

*roducts

and services

!he direction or vision of an

organi+ation that supports day


18/57

1#


!eliver$

S$stem

Training

Motivators

and reard

!he ay an organi+ation deliver its

products and services

*nstruction or information provided through avariety of techni;ues that teach knoledge

or skills, or attempt to influence employee

attitude toard e8cellent service delivery

2onetary reards, material items, of

feed"ack that prompts employees to

continue to deliver service and perform at

a high level of effectiveness and efficiency


19/57

1$


!he specific measures that indicates hatis e8pected of employees in customer

interactions and that define ho employee

service performance ill "e evaluated

!he guidelines that esta"lish ho various

situations of transactions ill "e handled

!he availa"ility of management to anser

;uestions and assist frontline employees in

customer interaction hen necessary

Emplo$ee

roles and

expectations

*olicies and

procedures

Management

support


20/57

2%

'e$ Sills for'e$ Sills for&ualit$ Customer&ualit$ Customer

ServiceService


21/57

21

'no /our'no /our

0rgani#ation0rgani#ation

'no /our'no /our

*roduct1Service*roduct1Service

'no /our'no /our

CustomerCustomer

CustomerCustomerServiceService

*erson*erson

What /ou Should 'no2What /ou Should 'no2


22/57

22

'no /our'no /our

0rgani#ation0rgani#ation

'no /our 0rgani#ation'no /our 0rgani#ation

=rgani+ation mission

and vision

=rgani+ation culture

Customer interaction

policy and procedures

Company support for

product/service


23/57

23

'no /our'no /our

*roduct1Service*roduct1Service

'no /our *roduct1Service'no /our *roduct1Service

:roduct /service

development and ;uality

improvement process

:roduct/serviceconfiguration

:erformance data and

specification

2aintenance and care

:rice and delivery


24/57


25/57

2

!eveloping Excellent Communication ith!eveloping Excellent Communication ith

CustomersCustomers

78cellent ?er"al

Communication Skills

78cellent >on


26/57

2!

:lan your messages

(reet customer armly and

sincerely

Be specific

Use &small talk'

Use simple language

:araphrase

Excellent +erbal CommunicationExcellent +erbal Communication

ith Customersith Customers

CommunicatingCommunicating

positivel$..positivel$..


27/57

2"

Ask positively phrased

;uestion #Instead, Why do you

feel that way , use: What makes

you feel that way? Instead, Why

do you want that color, use :What other colors have you

considered?)

Communicate to your

customer5s style

Agree ith customers

Solicit customer feed"ack and

participation






28/57

2#

Words and phrases that buildrelationship:

:lease

!hank you

* can or ill

.o may * help@

* understand ho you feel

6ou5re right

2ay *

4ould you mind11

* apologi+e for1






29/57

2$

Words and phrases that damagerelationship:

6ou don5t understand

6ou don5s see my point

.old on a second

=ur policy says #or prohi"its$

!hat5s not my responsi"ility

4hat you need to do is11

4hy don5t you

!he ord &pro"lem'

!he ord &"ut'

!he ord &no'



(voiding(voiding

negativenegative

communicationcommunication


30/57

3%

&i' of giing good infor*ation&i' of giing good infor*ation

to custo*ersto custo*ers

learlear onciseoncise

ourteousourteouso*pleteo*plete

orrectorrect

oncreteoncrete




31/57

31

3on +erbal Communication ith3on +erbal Communication ith

CustomersCustomers

3on +erbal3on +erbal

4ehavior4ehavior

Body languageBody language

?olume Cues?olume Cues

AppearanceAppearance

and (roomingand (rooming

2iscellaneous2iscellaneous

CuesCues


32/57

32


CustomersCustomers

Body languageBody language ?olume Cue?olume Cue

7ye contact

:osture

-aciale8pression

(estures

:itch

?olume

Rate of speech

?oice ;uality Articulation

:auses

Silence


33/57

33


CustomersCustomers

AppearanceAppearance

and (roomingand (rooming2iscellaneous2iscellaneous

cuescues

.ygiene #regularashing and

com"ing of hair,

use of mouthash

and deodorant$

Clothing and

accessories

:ersonal

ha"its

:roper

eti;uette andmanners

* iti d 3 ti C i ti 4 h i* iti d 3 ti C i ti 4 h i


34/57

34

7ye contact, posture, faciale8pression, gestures

Brief eye contact

7yes ide open

Smiling

>odding affirmatively

78pressive "ody gestures

=pen "ody stance

0istening actively

Remaining silent as

customer speaks

(esturing ith open hand

Clean, organi+e ork area

6aning

-roning or sneering

Attending to matters other

than the customer

0eaning aay from customers

as he/she speaks

Su"dued or 2inimal hand

gestures

Staring "lankly or coolly at

customers

*nterrupting

:ointing finger or o"%ect at

customer

Disorgani+ed, cluttered ork

space

*ositive*ositive 3egative3egative

*ositive and 3egative Communication 4ehavior*ositive and 3egative Communication 4ehavior


35/57

3

Characteristics of 5ood -istenerCharacteristics of 5ood -istener

11 7mpathy7mpathy

11 UnderstandingUnderstanding

11 :atience:atience

E1E1 AttentivenessAttentiveness

F1F1 ="%ectivity="%ectivity

5ood-istener


36/57

3!

Strategies for Improved -isteningStrategies for Improved -istening

Stop talking G

:repare yourself

0isten actively

Sho illingness to listen

Sho empathy

Send positive nonver"al cues Don5t argue

Ask ;uestions


37/57

3"

To listen more effectivel$..To listen more effectivel$..

(ttend ph$sicall$(ttend ph$sicall$) the right "ody language helps us

to focus on the customer and encourages the customer

to give us more information

(ttend mentall$(ttend mentall$) follo the customer5s flo of

thought, listen to understand, not evaluateH listen first,

then assess

Chec it verball$Chec it verball$) paraphrase, clarify, pro"e further,summari+e your understanding


38/57

3#

!ealing (ssertivel$ ith Customers!ealing (ssertivel$ ith Customers

-oo customers in the e$es as $ou spea-oo customers in the e$es as $ou spea

5rasp firml$ ithout crushing5rasp firml$ ithout crushing

Thin6 plan6 spea a specific 7uestionThin6 plan6 spea a specific 7uestion

Stop6 gather thoughts6 speaStop6 gather thoughts6 spea

(pologi#e if $ou mae a mistae(pologi#e if $ou mae a mistae

Increase volume6 sound firm and convincingIncrease volume6 sound firm and convincing

Tae responsibilit$6 resolve the problemTae responsibilit$6 resolve the problem


39/57

3$

Customer "ocused 4ehaviorCustomer "ocused 4ehavior

Act promptly

(uide rather than direct

Don5t rush customer

=ffer assistance

Don5t keep customer aiting

Avoid unprofessional actions

CustomerCustomer

focusedfocused

behaviorbehavior


40/57

4%

(ddressing Customer(ddressing Customer3eeds and 4ehavior St$le3eeds and 4ehavior St$le


41/57

41

(ddressing Customer 3eeds(ddressing Customer 3eeds

!o -eel 4elcome!o -eel 4elcome

!o -eel Comforta"le!o -eel Comforta"le

!o Be Understood!o Be Understood

!o -eel Appreciated!o -eel Appreciated

!o -eel *mportant!o -eel *mportant

!o Be Respected!o Be Respected

Customer 3eedsCustomer 3eeds


42/57

42


!o -eel 4elcome!o -eel 4elcome

!o -eel Comforta"le!o -eel Comforta"le

!o Be Understood!o Be Understood

Use an enthusiastic greeting, smile,use the customer5s name, thank the

customer, "e positive

0isten actively, paraphrase, ask key;uestion, give positive feed"ack,

empathi+e

Use an enthusiastic elcome, relieve

an8iety through friendly

communication, e8plain your action

calmly, ensure physical comfort


43/57

43

!o -eel Appreciated!o -eel Appreciated

!o -eel *mportant!o -eel *mportant

!o Be Respected!o Be Respected

!hank the customer, follo up, go"eyond service e8pectations, provide

&special' offers, remem"er special

details a"out the customer

Use the customer5s name, give

special treatment hen possi"le,

elicit opinions

0isten, don5t interrupt, acknoledge

the customer5s emotions and

concerns, take time to serve, ask

advice, elicit feed"ack



44/57

44

"our St$les of 4ehavior"our St$les of 4ehavior

!ominance!ominance

InfluencingInfluencing

SteadinessSteadiness

ComplianceCompliance


45/57

4


!ominance!ominance

Appears to "e ;uite "usy

2ay give the impression of not

listening

Displays a serious attitude

?oices strong opinions


Appears ;uite active

!akes social initiatives in most

cases

0ikes to encourage informality

78presses emotional opinions

#feelings$


46/57

4!




(ive the appearance of "eing ;uietand reserved

0isten attentively to other people

!end to avoid the use of poer

2ake decisions in a thoughtful anddeli"erate manner

Control emotional e8pressions

Displays a preference for

orderliness

!ends to e8press measured

opinions

Sees difficult to get to kno


47/57

4"

Strategies to !eal ith !ominance *ersonStrategies to !eal ith !ominance *erson

!ominance!ominance

Keep the relationship a "usinesslike aspossi"le

Develop strong personal relationship is

not a high priority for dominance

person Be as efficient, time disciplined, and

ell organi+ed as possi"le

:rovide appropriate facts, figures, and

success pro"a"ilities !ry to identify their primary o"%ectives

and then determine ays to support

ith these o"%ectives


48/57

4#

Strategies to !eal ith Influencing *ersonStrategies to !eal ith Influencing *erson


Be enthusiastic Avoid an approach that is too stiff and

formal

!ake time to esta"lish goodill and

"uild relationship

Do not place too much emphasis on

the facts and details

:lan actions that ill provide supportfor their opinions, ideas and dreams

2aintain good eye contact

Be a good listener


49/57

4$

Strategies to !eal ith Steadiness *ersonStrategies to !eal ith Steadiness *erson


!ake time to "uild a social relationshipith the steadiness person

Spend time learning a"out the things

that are important in this individual5s life

:rovide personal assurance and supportfor their vies

*f you disagree ith a steadiness person,

cur the desire to disagree assertivelyH

steadiness person dislike interpersonalconflict

(ive them the time to comprehend your

e8planation/responses1 :atience is

important


50/57

%

Strategies to !eal ith Steadiness *ersonStrategies to !eal ith Steadiness *erson


:rovide a thoughtful, ell organi+edapproach

!ake a no


51/57

1

)esolving Service)esolving Service4readon4readon


52/57

2

Service 4readonService 4readon

Service "reakdons occur henever any

product or service fail to meet the

customer5s e8pectations


53/57

3

Service )ecover$ Strateg$Service )ecover$ Strateg$

78press78press

respectrespect0isten to0isten to

understandunderstandUncover theUncover the

e8pectationse8pectations

=utline=utline

thethe

solutionssolutions

!ake action!ake actionand folloand follo

throughthrough

Dou"leDou"lecheck forcheck for

satisfactionsatisfaction


54/57

4


78press78press

respectrespect0isten to0isten to

understandunderstandUncover theUncover the

e8pectationse8pectations

I4hat you

are telling me

* important'

0isten carefullyH

empathi+e ith

the customerH and

do not makee8cuses or

interruption

&:lease tell me

hat happened'

&4ill you please

tell me hat you

feel need to "e

done@'


55/57


&* ill take

this action' or

&6ou have

severalchoices'

&6ou refund has

"een re;uested1 *

ill personally

check ithaccounting to

ensure your check

goes out -riday'

&* am folloing

up to make

sure your

check arrived'

=utline=utline

thethe

solutionssolutions

!ake action!ake action

and folloand follo

throughthrough

Dou"leDou"le

check forcheck for

satisfactionsatisfaction


56/57

!

)oadbloc to Service )ecover$)oadbloc to Service )ecover$

>ot listening>ot listening

0ack of respect0ack of respect

*nade;uate materials or supporting*nade;uate materials or supporting

e;uipmente;uipment :oor or inade;uate communication:oor or inade;uate communication

0ack of training0ack of training

4ork conflict4ork conflict


57/57

!ealing ith !ifficult *eople!ealing ith !ifficult *eople

Don5t take it personallyDon5t take it personally

Remain calm, listen carefullyRemain calm, listen carefully

-ocus on the pro"lem, not the person-ocus on the pro"lem, not the person

Reard yourself for turning a difficultReard yourself for turning a difficult

customer into a happy onecustomer into a happy one

4hen all else fail, ask for help4hen all else fail, ask for help

managing customer service-1

Documents