Module 1 Customer Service PDF

Module 1 Customer Service Module 1 Agenda Customer Service philosophy Customer needs Service quality Customers Categories and Classification Different types of customers Building Customer Loyalty Module 1 Objectives By the end of this module you will be able to: Have a g...

Module 1 Customer Service Module 1 Agenda Customer Service philosophy Customer needs Service quality Customers Categories and Classification Different types of customers Building Customer Loyalty Module 1 Objectives By the end of this module you will be able to: Have a good understanding of Customer Service Identify Customer needs Achieve Service quality Classify and categorize your customers Deal with customer enquiries in a friendly and professional manner Know how to deal with different types of customers Develop an attitude of ‘ownership’ when dealing with customer queries Project a positive image with each call Build customer loyalty Wow customers  The Evolution of Service Industry Customer-Centric Service Customer Care Customer Service What is Customer Service? The activities that support orders, including application, advice, configuration, order processing, handling, post-sale communication and special services. The primary objective of customer service is to increase customer satisfaction, operational efficiency and customer loyalty. A series of activities designed to enhance the level Of Customer satisfaction before, during, and after a purchase. Customers’ Perception of Service What do Customers need? Reliability Situational Factors Responsiveness Service Quality Assurance Customer Empathy Satisfaction Product Quality Tangibles Personal Price Factors Service Quality The customer’s judgment of overall excellence of the service provided in relation to the quality that was expected. Process and outcome quality are both important. Service Quality Reliability: Ability to perform the promised service dependably and accurately. Responsiveness: Knowledge and courtesy of employees and their ability to convey trust and confidence. Assurance: Physical facilities, equipment, and appearance of personnel. Empathy: The ability to understand the mood of others Tangibles: Willingness to help customers and provide prompt service. The Equation Customer Service = Added Value Who is the Customer? The person (s) next in line who receives your output. Whether the customers are internal or external to your organization, they use this output as an input to their work process (es). Almost anyone you interact with is a customer. External Customer we are most familiar with external customers as an organization; we want to get new customers with whom we can do business and keep them Keeping customers requires efforts You must listen to your customer You must speak to your customer You must continually provide an exceptional service to your customers Internal Customer Internal customers are people or parts of the organization to which we supply products and services. To be successful in our jobs we need our internal customers to be successful in theirs. For Example, we all want the payroll department to be successful! However, if the payroll department is continually attacked and not supported by the organization they will become de-motivated and less successful. What is A "CUSTOMER" for us? The one who pays us our salaries. To deliver our services to him in a way that exceeds his expectations, In order to reach his full satisfaction and delight. Classify and categorize your customers The most important way to provide an excellent service is to classify your customer, in order to deliver your services to him in the way that he likes. Classify and categorize your customers Also, you have to categorize your customer’s needs. Understanding your customer's business & culture Based on the previous point, to gain a wonderful communication and relationship with your customer, you need to study him by understanding his culture, his business needs and value So you can talk the same language, and reach the target point: (CUSTOMER SATISFACTION) How to deal with a different type of Customers? First time Customer Hesitated Customer Angry Customer Occasional Customer How to deal with a different type of Customers? Expert Customer worried Customer Happy customer Super User How to gain the Customer Loyalty? Build a base of TRUST with him; Honesty is the most important point to deal with a customer. Meet the customer needs and expectations, and always put yourself in his situation (happiness and anger). How to gain the Customer Loyalty? Feedback: keeping your customer aware of his business status, by providing him with the correct feedback, makes the customer feels relax, and using our services is an added value for his business. Try to remember his special events (if it’s possible), and send him a greeting card. 12 Ways to WOW a Customer Be proud of your work. Love what you do. Learn everything about your business, so you can provide him an excellent service. Help your colleagues serve their customers. Ask for help when you are stuck. Treat your customer just as you would like to be treated. How to WOW a Customer? Your customer can tell you how good your service is. ASK! Learn about your customer’s business. Thank your customer whenever you have an opportunity Set up a system to capture and review customer comments Say “I apologize” when the customer complains. How to WOW a customer? If you can save your customer some money, just do it Make every visit as a 1st time visit. Four Questions to evaluate your job. Do I treat customers differently? Do I learn from my customers? Do I keep my customers? Do I organize around customers? Satisfied Customers Customers will spend up to 10% more for the same product with better service Customers who receive good service will tell an average of 5-8 other people 82% of customers who complain and are satisfied quickly remain loyal. Dissatisfied Customers On average, twice as many people are told about poor service as they are about good service. It is five times more expensive to attract a new customer than to keep an existing one. Make Commitments Work hard to manage the customer’s expectations. Assures customer that action will be taken within a specific time frame. Meet Commitments A kept commitment BUILDS trust A missed commitments DESTROYS trust Questions Thank you