CUSTOMER_SERVICE.pptx

CUSTOMER SERVICE Prepared By : Shahnam Taheri January 2016 [email protected] Survey Customers spend up to 10 % more for the same product with better service. A customer will tell anywhere from 9 to 12 people when he or she gets a good service. When that customer receives poor service. he or sh...

CUSTOMER SERVICE Prepared By : Shahnam Taheri January 2016 [email protected] Survey Customers spend up to 10 % more for the same product with better service. A customer will tell anywhere from 9 to 12 people when he or she gets a good service. When that customer receives poor service. he or she will tell up to 20 people. Historical Trends In great depression , price was an important factor. By 1940s , consumers began to consider value in addition to price. By the 1960s,quality became important, with most customers willing to pay more for higher quality products and services. The era convenience began in 1970s with quick and easy services. 1980 :TQM and customer service Today : Consumers want a competitive price, good value, convenience, and customer service. ENCOUNTER ; MOMENTS OF TRUTH A moment of truth occurs whenever a customer comes in contact with our company. Positive or Negative experience plays a critical part in an individual customer’s future purchasing decisions: example, a two – minute phone conversation can influence a customer’s opinion about the entire enterprise Customers make quick judgement based on contacts: email , phone,.. Judge: professional, careful, quality of products Customer’s perceptions and expectations is based on service excellence Continue …. By listening to your customers and providing them with the services and products they really want. You can gain and keep your share of the market. A customer – focused company is one that listens to the needs of its customers and then does whatever it can to satisfy those needs. CFC more respect and understanding of their customers they foster more customer loyalty, generate more positive word of mouth To be a customer – focused company we should create a customer – centred culture in our company CUSTOMER FOCUSED COMPANY A customer – focused company , has one eye on profits and the other eye on how best to serve its customers. A customer – focused company has discovered that profits and market share are the products of listening to customers and acting upon their needs. Service excellence starts at the top. Three Basics of Customer Service Excellence Developing a customer – friendly attitude: We view our customers as the most important part of our jobs and have a sincere appreciation of customers Expanding definition of service Reconsidering who our customers are Expanding Definition of Customer Service Customer service is not a department somewhere within in our company. Rather, it’s a company culture in which every individual at every level is customer – oriented. Customer service is an attitude. Partnership with your customer “I don’t have time to create a relationship with every customer” When you have a customer- friendly attitude, you naturally develop a partnership with the other person, and solving a problem with a partner takes much less Some Clues to view the customers as interruptions of your job!! Your shoulders hug your neck every time the phone rings. Switching on voice mail even when you are in the office. Every customer is hard to reach you. You enjoy saying “NO” more and more. Every sentence you utter to a customer begins with a sigh. “By addressing less obvious customer needs, such as listening with empathy when customers have a problem or providing options and alternatives when we can’t give customers what they want, we widen the gap between us and our customers.” WITHOUT THEM, YOU HAVE NO SALES, NO BUSINESS , AND NO PAYCHECK. We won’t see the importance of a customer service until it’s too late , and lost accounts or reduced market share. CUSTOMER EXPERIENCE Customer Experience is the sum of all interactions between a customer and our experience. It’s a blend of your organization’s performance and the emotions that you create all measured against customer expectations across all of your points of interaction. Every customer touchpoint must be exceptional. STRATEGIES FOR BUILDING A CUSTOMER FOCUSED COMPANY Asking for customers’ feedback ( different methods: survey , phone,) Educating all staff for a definite attitude change Creating customer – centric systems Developing consistency : Friendliness, courtesy , responsiveness ,accuracy : the clerk should smile, make eye contact, use the customer’s name , and so on. Training employees Design and implement standards for service excellence STANDARDS Standards should be specific and measurable : Answering the phone within three rings Responding to all e-mail inquires within 24 hours Returning all customer calls within 24 hours Filling all orders within one day of receipt It costs 5 times more marketing and sales dollars to gain a new customer than it does to retain a current one. LOST ACCOUNT SURVEY Whenever our company wants to know why it has lost a particular or group of customers. One of the benefits of this survey is that we learn from our mistakes. It is a chance to return back these customers by doing some extra service. Prevention is always better. WEB-BASED SURVEYS E – mail invitation Pop-up window Feedback or survey button Written Questionnaire Phone Etiquette Telephone is the customer’s first contact. Smiling when you talk on the phone ( pick up within 3 rings, greet the caller , give your name or company name, ask the customer if you can help) Changing the stress on words Take long, slow, deep breath Adjusting the volume Pacing yourself The Customer‘s six Basic Needs Friendliness Understanding and empathy Fairness Control Options and alternatives Information Dealing with Difficult Customers Step Step Step Step Step Step 1: Let the customer vent 2: Avoid getting trapped in a negative filter 3:Express empathy to the customer 4: Begin active problem solving 5: Mutually agree on the solution 6: Follow up Identifying Elements of Complaint Billing mistakes Complicated or confusing product (Instruction ,Sizes , Colours,…) Delays in delivery goods Failure to fulfill product guarantees Incompetent employees Incorrect information Order filled incorrectly or Duplicate Bad quality of products Products are back-ordered or unavailable TEN MAJOR DON’TS OF CUSTOMER SERVICE DON’T DO I don’t know No That’s Not My Job You’re Right ; This stinks You Need to talk to My Manager You want it by when? Calm down I’m Busy Right Now Call Me back I’ll find out “What I can do is…” “This is who can help you …” “I understand your frustration.” “I can help you.” “I’ll try my best.” “I am sorry.” “I’ll be with you in just a moment.” “I will call you back.”