Customer Service Principles & Practices Session 21

Customer Service Principles & Practices Session 21  INTRODUCTION This module was designed to discuss the customer-service paradigm following a detailed discussion of the principles of customer service. It aims to provide insight and direction for student to meet the de...

Customer Service Principles & Practices Session 21  INTRODUCTION This module was designed to discuss the customer-service paradigm following a detailed discussion of the principles of customer service. It aims to provide insight and direction for student to meet the demands and requirements for customer service success.  Service Orientation Giving customer Keeping customers Asking lots of questions so satisfaction a high informed and you can understand priority responding to their customer needs in order to To make customers deliver the best service requests promptly and happy: efficiently Remaining committed to Being responsive to helping the customer Being able to deal with Treating them with requests in an respect appropriate manner  Customer Service Principles Basic Principles: Reliability Describes the ability of an individual or company to consistently perform an intended or required function or mission, on demand, and without degradation or failure Responsiveness Possessing a sensitivity to another party’s needs as characterized by a quickness to respond appropriately to given situations ACCOUNTABILITY An obligation to account for activities, accept responsibility for them, and to disclose results in a transparent manner Communication The two-way process of reaching a shared or collaborative understanding where participants exchange information and create and share meaning  PRINCIPLES RELIABILIT RESPONSIVENE Y SS Meet or exceed Honor your commitments expectations Deliver on promises Help promptly and courteously Follow up Minimize disruption and inconvenience Speed of Service Quality of Service  PRINCIPLES COMMUNICATIO ACCOUNTABILIT Accept/Own N Show that you care Yresponsibility for Really listen Ask questions customer satisfaction Focus on problem Understand and respond appropriately resolution Offer options Never pass blame or Communicate status / changes make excuses DO NOT make up regularly answers  LINKS TO PERSONAL LEADERSHIP A leader… Works to understand and anticipate the needs of internal and external customers Discovers and meets customer’s underlying needs and partners with customers in order to create value for them Provides support and resources to his team members to serve their customers Creates and manages a positive perception of own product/organization in the mind of the customer Becomes a trusted advisor / educator to customers DEVELOPING A SERVICE ORIENTATION The competencies: Personal competenceSocial Competence Self-Awareness Empathy Self-regulation Social Skills Motivation Thank You