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Customer service
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- 2. your experience What isgood customer service?
- 3. Your experience Have youexperienced good service? Was it memorable? Share …
- 4. Your experience How aboutbad service?
- 5. statistics • Dissatisfied customerstell an average of 10-20 other people about their bad experiences some tell more. • The cost of attracting a new customer is at least 5 times more than the cost of keeping an existing one.
- 6. Statistics cont.. Up to93% of dissatisfied customers will not buy from you again ( if they have a choice) and they will not say why. Some 96% of dissatisfied customers do not complain to an institution about poor service. They will simply go to a competitor, yet 95% will become loyal customers again if the complaints are handled well and quickly.
- 7. Bad news !! •The typical institution will lose 10-30% of its customers every year due to poor service. • When Your customers have a choice, they will go to the competition. A third of the time. • When they don’t have a choice, they are stuck with you but they will use their feet not to run but to kick you.
- 8. Good news !! •Organizations that initiate effective customer loyalty efforts have seen their profits increase 25-100%, reduced turn over, better financial results, and happier staff.
- 9. staff roles • Treatstudents with dignity and respect • Give students clear directions on how to solve their problems and issues • Be responsive to students and their parents/guardians/ sponsors • Give timely answers to students and regular feedback on their progress
- 10. Essential Skills That everyemployee dealing with customers needs: 1. Patience 2. Clear communication skills 3. Knowledge of product 4. Time management skills 5. Problem solving skills
- 11. service etiquette Principles ofcustomer service etiquette 1. Smile 2. Treat customers with respect 3. Listen actively 4. Be flexible
- 12. Phone etiquette • Itis not what you say, it is how you say it.
- 13. phone cont… • Answeringthe phone –Are all calls answered? • Putting a customer on hold • Transferring a call • Taking a message • Ending a call/ calling back
- 14. Phone etiquette… 1. Becourteous 2. Develop an interest 3. Remain professional 4. Convey respect 5. Answer honestly 6. Be competent or transfer to the right person.
- 15. +ve Service Impressions •Thoughtfulness in meeting needs • Personal responsibility • Quick response • Offer immediate assistance • Friendliness • Use customer’s name
- 16. +ve impressions • Pleasanttone of voice • Polite and courteous • Neatness • A genuine smile GOLDEN RULE !! You only have one chance to make the first impression.
- 17. -ve Service Impressions •Making the customer wait unnecessarily • Not answering phone promptly • Not saying thank you/ please • Speaking too loudly • Making faces- frowning, acting distant • Not caring about your appearance • Focusing on another task when addressing a customer
- 18. Suggestions for Closing theMarket Information Gap Conduct systematic marketing research Make senior managers interact with customers Make senior managers occasionally perform customer-contact roles Encourage upward communication from customer- contact employees 18
- 19. Suggestions for Closing theInternal Communication Gap • Facilitate effective horizontal communication across functional areas (e.g., marketing and admissions) • Have consistent customer-related policies and procedures across campuses or departments • Resist the temptation to promise more than the institution can deliver 19
- 20. Process Model forContinuous Measurement and Improvement of Service Quality Do your customers perceive your offerings as meeting or exceeding their expectations? Do you have an accurate understanding of customers’ expectations? Are there specific standards in place to meet customers’ expectations? Do your offerings meet or exceed the standards? Is the information communicated to customers about your offerings accurate? Continue to monitor customers’ expectations and perceptions YES NO YES YES YES YES Take corrective action Take corrective action Take corrective action Take corrective action NO NO NO NO 20
- 21. SERVICE QUALITY Items Reliability 1.Providing services as promised 2. Dependability in handling customers' service problems 3. Performing services right the first time 4. Providing services at the promised time 5. Keeping customers informed about when services will be performed Responsiveness 6. Prompt service to customers 7. Willingness to help customers 8. Readiness to respond to customers' requests Assurance 9. Employees who instill confidence in customers 10. Making customers feel safe in their transactions 11. Employees who are consistently courteous 12. Employees who have the knowledge to answer customer questions Empathy 13. Giving customers individual attention 14. Employees who deal with customers in a caring fashion 15. Having the customer's best interest at heart 16.Employees who understand the needs of their customers Tangibles 17. Modern equipment 18. Visually appealing facilities 19. Employees who have a neat, professional appearance 20. Visually appealing materials associated with the service 21. Convenient business hours 21
- 22. Technology’s Growing Rolein Marketing to and Serving Customers: Pyramid Model MKU Employees Customers Internal Marketing Interactive Marketing External Marketing 22
- 23. An Important Implicationof the Pyramid Model An organization’s ability to use technology effectively in marketing to and serving customers critically depends on the technology readiness of its customers and employees 23
- 24. To Deliver SuperiorService in the University • Understand customers’ service expectations and how well those expectations are being met • Work systematically to remove Institutional barriers that lead to poor customer service -- offline and online • Recognize and capitalize on the increasing role of technology in serving customers, but … Be cognizant of customers’ and employees’ readiness to embrace technology-based services Recognize that e-service quality as perceived by customers involves much more than having a state-of-the-art website Put in place a solid behind-the-scenes infrastructure -- information systems, logistics, and human resources -- to deliver what a website’s façade promises. Continuously monitor customers’ and employees’ reactions to and experiences with your electronic interfaces @@@ 24
- 25. DIFFICULT CUSTOMERS • Label thebehavior, not the customer • Listen • Don’t get defensive • Don’t take it personally • Find out what the customer wants • Discuss alternatives • Take responsibility for what you CAN do • Agree on action
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- 27. how to handle •Ask closed questions • Limit the time available for them to interrupt (don’t have long pauses) • Provide minimal response • Smile and be pleasant, but don’t encourage them • Wind up – thank them for coming, walk them to the door but don’t be rude or dismissive
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- 29. how to handle •Listen carefully without interrupting so you understand the problem • Empathize in a broad way • Stay calm and remain polite • Don’t escalate the problem • Don’t take it personally, be defensive or blame others • Propose an action plan and follow it • Seek support if you are scared, if you can’t agree on a solution or if the customer asks to see “whoever’s in charge”
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- 31. How to handle •Acknowledge what they say • Compliment them on their research • Be generous with praise • Don’t put them in their place no matter how tempting • Don’t try to be smart – you can’t win! • Ask them questions and use them to improve your knowledge
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- 33. How to handle •Find out what they really want • Ask them for the options • Reflect back to them what they’ve said • Assume control gently and point out the best course of action from what they’ve told you they need • Be logical • Confirm a plan of action with them • Maybe even put it in writing
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- 35. How to deal •Establish your credibility • Ensure you know your product or service • They will try and catch you out so don’t guess or tell them something you’re not sure of • Be careful what you say • Be polite • Don’t take it personally, they don’t trust anyone!
- 36. DO’S and DON’TS Don'ts 1.Don’t make it overly complicated 2. I don’t know 3. That’s not my job 4. You are right, that’s bad
- 37. Don’ts’ • Calm down •I am busy right now • Call me back • That’s not my fault • Don’t treat them as transactions • Don’t be afraid of complaints ?
- 38. COMMANDMENTS 1. customer serviceis everyone’s job 2. Respect your customer at all times 3. Exceed your customer’s expectations 4. Be truthful to your customer
- 39. commandments… 5. Ask yourcustomer to evaluate your service 6. Make it easy to do business with you 7. talk to your customer in a language they understand
- 40. commandments… 8. Provide trainingfor your frontline employees 9. happy employees create happy customers 10. Keep your customer informed of what is happening
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- 42. What to do??? •Listen • Express you apologies • Don’t argue • Don’t lose your self control • Point out the facts • Admit the problem • Involve the customer in solving
- 43. PLEDGE Today and everyday, • I commit myself to providing quality customer service by: • Understanding customers come first, • Delivering a smiling, helpful, positive, professional outlook and attitude. • Treating everyone with respect, fairness, and dignity, • Listening to our customers with a caring demeanor, •
- 44. PLEDGE • Returning phonecalls within one business day • Providing knowledgeable answers, and resolving issues promptly and accurately . • Keeping customers informed about their concerns • Thanking and acknowledging our customers, • Continually exceeding customer expectations • Understanding customer satisfaction is a direct reflection of our effectiveness as an institution. •
- 45. Quality management principles ISO 9001:2015standard is constructed around seven principles: 1. Customer Focus 2. Leadership 3. Engagement of People 4. Process Approach 5. Improvement 6. Evidence-based Decision Making 7. Relationship Management
- 46. Customer Communication The Universityshall identify in all its processes the inputs required from customers and the desired outputs that will be consumed by the customers. The University has established a Communication Policy to assist with effective internal and external communication. The University has established a mechanism for resolution of customer complaints as well as receiving customer feedback as documented in Procedure for Monitoring Customer Satisfaction
- 47. Customer focus Customer Satisfaction TheUniversity shall monitor customer perceptions of the degree to which their needs and expectations have been fulfilled. The methods for obtaining, monitoring and reviewing this information shall include customer satisfaction surveys, course/lecturer evaluation, meetings , complaints and compliments (Procedure for Monitoring Customer Satisfaction). Analysis and Evaluation The University shall collect, analyze and evaluate appropriate data and information arising from monitoring and measurement. The methods for analysis and evaluation needed to ensure valid results shall include : University Management Information Systems; Customers Complaints; Customer Compliments; Surveys; Inspections and Testing; Observations; Registers; Interviews and various University Reports.
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- 49. The Matiang’i factor The expected changesat the Min. of Education once effected might change the outcomes and bring a new look in the higher education sector
- 50. TVETS A shift to focuson TVETS- Increased competition
- 51. GOVT. FUNDING The proposed changesas per the Universities Act 2012 to change government funding for universities might see government funding improve significantly which will change costing structures for module 2 and eventually private universities. University funding will move to ‘unit cost’ and institutions will be funded based on the unit cost per student.
- 52. New proposed education system The introduction ofthe new education curriculum systems in Kenya of 2-6-3-3-3 is another disruption, this will see students spend less number of years in Universities
- 53. Online education has been growing fastglobally- opportunity for MKU to exploit
- 54. Global Politics Global political landscapeis changing and this might affect ability to study abroad which could impact positively on local Higher Education Sector
- 55.