THE POWER OF
CUSTOMER SERVICE
“FINDING THE BALANCE BETWEEN
CUSTOMER SERVICE & POLICY
ENFORCEMENT”
CUSTOMER defined...
the recipient of a good, service,
product, or idea, obtained from a
seller, vendor, or supplier for a
monetary or other valuable
consideration.
TYPES OF CUSTOMER
Internal Customer
a customer who is directly connected to
an organization
External Customer
a customer who is not directly connected
to that organization
FACTS ABOUT
CUSTOMER
Thecustomer is the business’ biggest
asset
The
customer pays all our salaries and
bonuses.
Thecustomer will go where he/ she
receives the best attention
Thereis no profit, no growth, no jobs
without customers
CUSTOMER’S
PERCEPTION
Thecustomer does not care about
the day to day problems inside our
organization
The customer does not care if we
personally are having a horrible day
or we may be experiencing some
form of personal problems
The customer’s only concern is
getting his/her own very specific
CUSTOMER
EXPECTATION
The
customer expects that the
employee/agent of the organization:
Is prepared
Makes customer feels important
Listens and responds to customer feelings
Meet or exceeds customer needs
Follow through
Makes sure customer is satisfied
Clarifies details
Asks for ideas and offers suggestions
CUSTOMERS EXPECT TO BE
TREATED AS GUEST!
“ It is not enough just to give
good service; the customer must
perceive the fact that he/she is
getting QUALITY SERVICE”
QUALITY
SERVICE....HOW?
WHAT IS CUSTOMER
SERVICE?
is
a series of activities designed to
enhance the level of customer
satisfaction – that is, the feeling that
a product or service has met the
customer expectation."
THE IMPORTANCE OF
CUSTOMER SERVICE
The first step to marketing your company is your
“service”
Enhances Customer Experience
“…As far as customers are concerned, you are the
company. This is NOT a burden, but the core of
your job. You hold in your hands the power to keep
customers coming back – perhaps even to make or
break the company..”
How do customers evaluate
service quality?
RELIABILITY
ASSURANCE
TANGIBLES
EMPATHIC
RESPONSIVE
ABC of CUSTOMER
SERVICE
Attitude
Business Knowledge
Customer Oriented
Service
123 of CUSTOMER
SERVICE
DEAL WITH 1 Customer at a time
Customer Service is a2 way
exchange
Solve or identify the Issue in 3
Minutes or less
10 COMMANDMENTS OF
HUMAN RELATION
1. Talk to people.
2. Smile at people.
3. Be friendly and helpful.
4. Call people by name.
5. Be cordial
6. Be genuinely interested in people.
7. Be generous with praise, cautious with
criticisms.
8. Be considerate with the feeling with
others
9. Be thoughtful of the opinions of others.
COURTEOUS VS VALUE-
ADDED SERVICE
Courteous Service Value Added
Service
Meets customer’s expectations Exceeds customer’s expectations
Follows the service standards Goes the extra mile
Solves the problem Solves the problem and anticipates
potential difficulties
Explain company policies Offers option to customer
Always demanded in any situation Always appropriate in any situation
More so in problematic situations
Customer’s thinks the facility was Customer will not mind paying extra
worth the cost cost
Customer is satisfied with the service Customer is delighted with the
service
Spoken Communication
Always be polite and courteous
Avoid using jargon
Usepositive and non-judgmental
language
Asks customers politely
Be sensitive
Spoken Communication
Don’t answer a question with a question
Be cautious with humor
Try to hear yourself as customers hear you
Paraphrase or summarize when needed
When necessary, ask clients to repeat
instructions
POSITIVE BEHAVIOR
PATTERNS
Good personal hygiene
Well-groomed hair
Clean pressed uniform
Smile
Stand or sit upright
Telephone Skills
Refresher
Say it with smile in your voice
Don’t sound frustrated and verbalize everything
Take notes when necessary
Sound interested in what the client is saying
Use a standard greeting
Reassure
a client with an urgent need to give
an answer in a specified period of time
Telephone Skills
Refresher
Be careful about background comments
Be personal but not too personal
Answer with a consistent greeting at all times
When forwarding a call, announce the caller
Lower your voice for sensitive calls with clients
Don’t
eat, drink or chew gum while on the
phone
When things go wrong!!!
Grr!
@&*#!
I want
Your my
Service room!
Sucks!
@#!
Give me
my
money
Your back!
staff is
not
friendly!
TYPES OF DIFFICULT
CUSTOMERS
r y C riti
n g Indecisive c
A al
Intoxicated n -
o
N S
i n g t o p h
m a n d s ri f t
e l ke y
Sa t a
rca Oddball
sti
c
Argumentative
CUSTOMERS EXPECTATION
WHEN THINGS GO WRONG
Listen, do not interrupt
Never argue, don’t be defensive
Be calm and sober
Accept their feelings
Offer an apology even if the disservice is not your fault
Be open-minded and show appreciation
Show empathy;
BASIC POINTERS
All communication should be in the first person. Use “I am
sorry” not the royal “we”
Be gracious and courteous
Never settle a complaint or problem in front of the
Customer
Never pass the blame
Refer to your supervisor or manager
Do not embarrass the customer
Take appropriate action immediately
BASIC POINTERS
It is not so much the complaint or undesirable
situation that drives away the customer but more on
the manner by which the situation is handled.
If you don’t know the answer to their problem, don’t
lie.
Do call back when you say you will, even if for some
reason, you haven’t been able to obtain a satisfactory
answer by then
Make the customer part of the solution - not part of
the problem
BASIC POINTERS
Tell them what you can do…not what you can’t do
Find out what it will take to turn their dissatisfaction
into satisfaction
If they agree to that solution, act quickly before they
change their mind
Follow up
YOU CAN NEVER WIN AN ARGUMENT WITH A
CUSTOMER
REMEMBER TO...
L-ISTEN H- EAR/ LISTEN
E-MPATHIZE CAREFULLY
A-POLOGIZE E-MPATHIZE
R-ESPOND A-POLOGIZE
N-O DELAY T- AKE/DO NECESSARY
ACTION
SUMMARY
Customer is the bloodline of any
business
Customer Service = Marketing
Takethings professionally and not
personally
Aimfor customer satisfaction, not just
service.
SUMMARY
Take the HEAT
Follow up
Remain calm
Focus on problem and
not person
Turn unhappy person
into happy customer
"If we don't take care
of
the customer...
somebody else will"
THANK YOU
VEBDAVIES
