CUSTOMER CARE 1a.pptx

CUSTOMER CARE 1a.pptx

• 1.
  CUMMUNICATION SKILLS & CUSTOMERCARE
• 2.
  LEARNING OBJECTIVES • Atthe end of this session a learner is expected to be able to • Define customer, customer care and customer satisfaction • Explain the characteristics of good customer service • List types of customer services • List key elements of customer care • Outline and explain the basic need of customer
• 4.
  • CUSTOMER: isan individual, group of individuals or an organization who receive or may receive goods,services,products or ideas from another individual or company in return of a value which can be money or anything of equivalent value. • Customers are people who need your assistance • There are external and internal customers: Internal customer :these are people from within your organization External customer : people from other organization seeking for service
• 5.
  • CUSTOMER SATISFACTIONIs a measurement that determine how happy customers are with a company’s products or services and capabilities to meet customer expectations • CUSTOMER EXPECTATION is the need , wants, and preconceived ideas of a customer about a product or a service.
• 7.
  CUSTOMER CARE is theact of taking care of the customers need by providing and delivering professional helpful high quality service and assistance before, during and after the customer requirements are met Or Is a way of dealing with customers when they interact with your brand ,products or services to keep them happy and satisfied.
• 8.
  KEY ELEMENTS OFCUSTOMER CARE 1. QUICK RESPONSE 2. TRUST 3. ACCESSIBILITY 4. APPRECIATION 5. RESPONSIBILITY 6. FEEDBACK 7. PATIENCE 8. WELL DESIGNED WEBSITE 9. EMPOWERED EMPLOYEES
• 9.
  CUSTOMER SERVICES • isthe support/assistance and advice you offer your customers both before and after they buy and use your product or services Types of Customer services I. Support services II. Marketing III. Sales IV. Technical support V. Customer analytics
• 10.
  Types of customerservices 1. Support services: include resolution of billing queries,order taking, activation of accounts, registration of new customers and recording complaints. 2. Marketing : these tasks are carried out through a contact center including sending emails,telemarketing,surveys and poling 3. Sales : tasks include inbound and outbound sales and fulfilling some orders 4. Technical support : customers requires different technical support services such as date verifications, address updates, application support 5. Customer analytics :includes profitability analytics ,quality auditing ,reporting and complaints analysis
• 11.
  Characteristics of goodcustomer service Good customer service is the act of taking extra step to help without being asked, its all about attitude and skills. CHARACTERISTICS 1. Responsible/Accountability Accountability is the willingness to take responsibility when you screw up. Some people struggle with taking ownership when "the company" screws up if they weren't personally involved. However, good service employees realize that each business representative must accept the negative experiences of a customer and have a desire to overcome them
• 12.
  2. Knowledgable If anemployee doesn't understand the nature of the business or the products with which the problem exists, it is more difficult for her to confidently handle complaints 3. COURTESY: refers to all of the words and actions that customer service reps use to show their customers recognition and respect with politeness,kindness 4. Accurate / Accuracy 5. Complete 6. Timely
• 13.
  BENEFITS OF GOODCUSTOMER SERVICE • PERSONAL BENEFITS I. Less stress II. Higher efficiency III. More job satisfaction • ORGANIZATIONAL BENEFITS I. Key to survival and success II. Motivated teamwork III. Cost effective IV. Adds to the company bottom line
• 14.
  NB: MNEMONIC GUESTon tips/techniques on customer services G : GREET THE CUSTOMER U : UNDERSTAND CUSTOMER NEEDS E : EXPLAIN FEATURES AND BENEFITS S : SUGGEST ADDITIONAL ITEMS T : THANK THEE CUSTOMER
• 15.
  customer satisfaction Is ameasurement that determine how happy customers are with a company’s products or services and capabilities to meet customer expectations
• 16.
  Factors for customersatisfaction 1. Service quality 2. Respect 3. Integrity : adherence to moral values and principles 4. Price of service/product provided 5. Knowledgeable employees 6. Timely responsiveness of staff 7. Effective communication and friendly employees 8. Cleanliness and quietness of the environment (Customer friendly atmosphere) 9. Technology use
• 17.
  Attitude checklist • Attitudesthat assist in providing good services I. Enjoy helping people II. Handle people well III. Care for your customers IV. Give fair and equal treatment to all V. Be understanding of people with special needs
• 18.
  THE BASIC NEEDOF CUSTOMER • We have six basic customer needs 1. Friendliness Is the most basic of all customer needs; usually associated with being greeted and warmth. Giving acknowledgements and welcoming a customer is what he/she wants 2. Understanding and empathy Customer need to feel the service person understands and appreciates what their going through and feel, without criticism/judgment.
• 19.
  3. FAIRNESS Customer needsto feel fairness in service provided. No one wants to be treated as if they fall into certain category. 4. CONTROL Customers need to feel they have impact on the way things turns out 5. INFORMATION Customers need to be educated and informed about our products and services and they downt want us leaving anything out. They look to a service provider as a center of information concering everything about the service
• 20.
  6. OPTION ANDALTERNATIVES Customer need to feel that other altenatives are available to get what they want to accomplish. They get pretty upset when they feel they have spun their wheels getting something done
• 21.
  EVALUATION • Define customer,customer care and customer satisfaction • Explain the characteristics of good customer service • List types of customer services • List key elements of customer care • Outline and explain the basic need of customer
• 22.
  REFERENCE • Barnad, S.(2001) Writing, Speaking and Communication skills for Health Professionals. Yale University Press • Kurtz, S. M., Silverman, D. J., Draper, J., van Dalen, J., & Platt, F. W. (2005).Teaching and leaming communication skills in medicine. Oxford: Radcliffe Pub. • Lloyd, M., &Bor, R. (2009). Communication Skills for Medicine. Elsevier Health Sciences