Servicio Al Cliente, Unidad 2

Contabilización de Operaciones Comerciales y Financieras

• This is Service Al Cliente, Unidad 2
• Includes SENA and an image of a “Contadorsaurio”

Servicio Al Cliente

• Guidance for Servicio Al Cliente (Customer Service)

Estructura

• Customer Service as integrated and aligned with goals and objectives
• "Moments of truth" must be handled to create excellent customer service
• Understanding customer service strategies and their effects on sales growth
• Communication, empathy, and assertiveness are key skills in customer service
• The role of customer service in social media
• Customer service metrics

The Clients and the Service

• Clients are people, not a separate species (Victor Manuel Verdugo)

External Customer

• All consumers seek satisfaction; a client chooses a brand, building trust

Types of Clients

• Internal client represents brand, values, and goals
• External clients obtain products or services

Internal Client Importance

• Internal clients represent the brand
• They execute strategies
• They transmit brand values
• They are the link between clients and the brand

Taking Care of Internal Clients

• Communicate with them
• Train internal clients
• Provide technological solutions
• Recognize their value
• Nine out of ten workers report being unhappy

Stephen Covey Quote

• Treat employees as you want them to treat your customers

Customer Emotions

• Customers buy solutions driven by emotions
• Know customer dedication, preferences, needs, and expectations

Customer Expectations

• Customers want to be treated with respect, as humans
• They want you to be familiar with them and their preferences
• Honesty and truth are vital
• They expect good quality and flawless service
• They expect fulfilled promises and solutions

Expectations Detailed

• Respect means treating everyone humanely, not as a number
• Honesty means truthfulness every time
• Closeness means giving attention to demands and expectations
• Quality must meet or exceed expectations

Even More Expectations

• Confidence entails keeping commitments from the start to the end
• Support consists of direction and problem-solving
• Expectations are hopes held before buying; they determine the purchase

Customer Service

• Customer experience trumps price and product in importance
• Customer service provides long-term relationship and value, building loyalty

Client Service Details

• Client service is perception
• It is about swift solutions
• It must be proactive to the clients needs
• It is construction
• It’s about long-term work with clients
• It must be reactive to tackle contingencies

The Satisfaction of The Client

• Customer satisfaction reflects experience with the product or service
• It depends on the customer's view, not the business's opinion

Characteristics of Service

• Characteristics, Benefits and Costs of the service to the client

Characteristics of Great Service

• Easy availability with extended hours and a willingness to serve
• Multichannel presence, including consistency
• Knowledge and support for any client, as well as the products
• Integration of up-to-date information across channels
• Human connection emphasizing respect, sympathy, and trust
• Quick response times

Service Benefits

• Investments in good service have 70% return
• Employee commitment goes up 1.5x
• There is a 50% positive word-of-mouth promotion
• Positive service reinforces customer bonds

Cost if Not Done Well

• 59% end relationships with a brand due to repeated bad service
• 17% leave after a solitary bad service experience

Fidelity/Loyalty

• Loyal Customers have: an emotional connection, service, fulfilled claims, understanding of demands, and assistance
• Faithful Clients driven by: sensible drive, features, quality, price, and possibility, returning and repurchasing

What is the Service

• Adding and subtracting from customer interactions and experiences
• Intangible and tangible parts build the client connection

Physical Factors

• These include location, accessibility, hours, safety, lighting, layout, cleanliness, temperature, and noise

Physical Factors Explained

• Location: the ease of customer access and awareness
• Accessibility: ease of entry, including inclusive design
• Timetable: are the hours friendly and easy to find?
• Safety: attention to creating safe spaces
• Lighting-Climate: illumination, and overall climate and temperature
• Odor-Noise: scent and sound characteristics
• Order-Hygiene: overall cleanliness and organization

Human Factors

• These include welcome, attitude, language, teamwork, and expertise

The Cycle of Good Client Service

• The cycle consists of knowing the client, attracting them, and beginning, sharing and experiencing
• This is all with a focus to make the client feel valued

More on Cycle

• The stages in the customer lifecycle are awareness, interest, purchase, retention, and loyalty

1: Good Awareness

• Attract potential clients who will know of your existence

2: Good Interest

• Contact at a more personal setting by way of email

3: Good Buy

• Beginning of Bingo
• The start of the "game"
• Have steady contact by way of email
• Sell more by cross selling and up selling techniques

4: Good Retention

• Experience sharing
• Keep interest and value
• Continue contact

5: Good Loyalty

• Client connections
• Valuing the connection
• Maintain Expectations
• Steady Communication

Moments de Verdad

• "Moments of Truth" are vital to service excellence and reflect customer experiences

Definition

• "Moments of Truth" shape brands on quality assessment

Examples

• Phone calls, kindness, fast replies, fixes and service requests
• Examples contain dates of familiar travelers

Why are they Important

• They drive love and devotion and enable reaffirmation
• They persist in customers' minds and decide brand sentiment

Paths of the Journey

• Close moments drive strong emotions
• Starlight experiences
• Distant moments drive negative Emotions
• Bitter experiences
• Provide responses that cause great feeling

How To Do It Well

• Identify which points need assistance
• Review for client happiness

Stellar or Bitter

• Consider these points if assisting customers
• Processes and feelings
• Human qualities are needed like kindness

What are Values

• Values showcase the brand vision to all
• Values are empathy, education, honesty, change and hunger

Corporate Values Benefits

• Set guidelines
• Guides decisions
• Leads staff
• Values should drive your brand to the clients

Values and Behaviors

• These traits strengthen the meaning

Where can we Apply This

• Customer and staff values drive the lives we want

Service Strategy

• There are reactive and proactive approaches

Consider the Approach

• It’s said that one in every 26 unsatisfied customers are heard
• The rest find another brand to support

Reactive Approach

• Approach will bring complaints, which in turn generates hatred and loss
• Reactive Approach drives losses
• There is a reactive business contact

Proactive Approach

• Approach builds wow moments through the business relationship
• Approach builds long term wow feeling
• There is a proactive business relationship

Strategies Charted

• The proactive strategy addresses concerns before they arise
• This builds trust
• The inactive strategy will result in anger, and process confusion

Ideas To Service

• News accounts provide updates and reviews
• Cross selling is a smart strategy
• Loyalty accounts provide long term opportunities

Feelings For Strategies

• Understanding feelings unlocks customer potential to share

Sense The Feels

• What do emotions feel like every day
• There are personal and defense emotions in all of mankind

Types of Feelings

• Defense: To help
• Fear anger and anguish
• Positive: Expanding
• Physical and social experiences and relationships such as acceptance

Sensing Feelings

• Feelings have reactions
• Consider these as facts, not problems

Angry Charted

• What to do when you feel attacked
• This is a human emotion so it must be addressed fairly

Fear and Ire Showed

• Fear is when one lacks awareness
• This is a chance to provide trust and assistance
• Ire is from feeling danger
• This is a chance to share calm awareness and support

Conclusion

• Emotions fuel our species
• Practice sensing your feelings now
• Make sure your team feels safe and seen

Powerful Traits

• Kindness helps workers

Hard and Soft

• Soft Traits will help interactions
• Since 1972 the military trains in empathy

Soft vs Hard

• Soft: What do you want
• Hard: Know what to use and how

Build a Relationship

• Traits that create the foundation and relationships
• Build self awareness and understanding
• Communicate and practice kindness

Conclusion Time

• Soft is the long term “is”
• Hard is the action

Talk to Clients

• Communication is key

Quotes

• “Speaking the Truth is a kindness; doing it with a smile is diplomacy”

Relation Building

• Communications unlocks connection to the customer
• Emotions are key
• Value kindness and trust

Speaking to Clients

• What you say matters
• It is the responsibility of the messenger
• Know the subject matter and use skill

Speak, Don’t Just Talk

• Consider vocal tone
• Be aware of faces and actions
• Share to communicate

Speaking: Non Verbal

• Show that you care with voice
• Stance and closeness
• Remember to connect

Communication Key

• Do not use Negative actions or words
• This limits opportunities
• Phrases like "I can't"

Negativity

• What does it share?
• Negative communications share a lack of direction

Connection Lost

• There is danger to saying "that is not my job"

Speak Well

• Say what you mean with kindness

Points to Remember

• Communications improves trust
• Share kindness and skill

Empathetic Listening

• Be sensitive when connecting

Listen, Don’t Just Hear

• Always connect when discussing issues
• “Seek first to understand, then to be understood.”-Stephen Covey

Focus and See

• Hearing is passive
• Understanding is active

Understanding Emotions

• There are types of empathy
• Practice communicating with others
• Do not let emotions cause overreactions

Activities

• What is serving
• What is service
• What does client mean
• What is client service
• Why is care a virtue
• How do tones make a difference
• Are skills helpful