TalentView Webinar: Empowering the Modern Workforce_ Redefininig Success from...
Open session on customer service 3 july 2012
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GENESIS - ACMS
Nathan Ronen
1
OPEN WORKSHOP ONOPEN WORKSHOP ON
CUSTOMER SERVICECUSTOMER SERVICE
Trainer: Prof. Nathan Ronen, MBA
“GENESIS” - ACMS
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GENESIS - ACMS
Nathan Ronen
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• The new view of marketing
• The importance of customer service
• What is in it for me Personally?
• Customers, who are they ?
• What and where is CS made?
• How to “deliver”
• Summery
On the Agenda Today :
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Nathan Ronen
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WHO ARE WE?WHO ARE WE?
• Who am I ? - facilitator, mentor or trainer ?
• What is our plan for the day ?
• What is the system of our training?
• People who are shy never learn , please
do not hesitate to ask questions, to make
remarks, and to doubt the theories.
• Your working experience is invaluable,
please share it with others.
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Nathan Ronen
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IntroductIon toIntroductIon to
customer servIcecustomer servIce In aIn a
most competItIvemost competItIve
WorldWorld
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The New View of
Marketing
• The marketing emphasis today is on
keeping existing customers as well as
getting new ones
• Four principles guide marketing:
– retention: keeping them coming back
– referrals: encourage them to recommend us
– relationships: build an emotional connection
– recovery: solve problems as they arise
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Today’s Environment
• In today’s business environment, customers are
demanding more than ever—expecting to get
what they want when they want it, and often
customizing it to suit their needs. If they do not
get what they seek from one company, they can
easily obtain it from another.
• Organizations are realizing that achieving
customer satisfaction is essential to maintaining a
competitive advantage, but winning customer
loyalty and commitment is challenging.
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Expectations of customers
• Good value products (for price paid)
• Rapid response to enquiries
• Clear and honest information
• Information about suitable products
• Help with general issues or individual needs
• Care and attention during the sale
• Good after-sales service
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Customer-Relationship
Thinking
• The customer-relationship view of
marketing requires some new thinking:
• It is very much a long-term strategy
• Requires that management take the
customer’s view
• The value proposition must be defined
very broadly
• Different measures of success are needed
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GENESIS - ACMS
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The Modern Marketing
Concept
• All planning and operations are designed to create long-
term customer satisfaction: “everyone in the firm is
involved in marketing”
• All of the marketing activities of the organization should
be consistently designed and delivered, and should be
coordinated across departments
• All of the organization’s planning and operations are
customer-oriented, meeting customer needs and
achieving profitability
• All activities are focused on the long-term and designed
to create an emotional connection with customers
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Product Oriented
companies
CEO OF BANK
MORTGAGE DEPT CREDIT DEPT BRNACHES DEPT
BRANCH MANAGER
DURES
LOAN SPECIALIST
CUSTOMER SERVICE
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Structure of a service
oriented BUSINESS
CUSTOMERS
FRONT line
employees
Team
leaders
MIDLLEMIDLLE
MANAGEMENTMANAGEMENT
TOP
MANAGEMENT
Internal orInternal or
external customerexternal customer??How does thatHow does that
effect myeffect my
thinkingthinking
Of my jobOf my job??
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The importance of CSThe importance of CS
• All customers are worth money to a firm
• Satisfied customers :
Return, again and again
Tell their friends
Help to enhance the firm’s reputation
Can provide useful feedback
Help the firm to keep/increase its market share
Increase sales revenue and profits
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The importance of CSThe importance of CS
Don’t forget :
dissatisfied customers also tell their friends
and therefore can ruin a firm’s reputation
and destroy the potential of any expensive
marketing campaign.
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The importance of CSThe importance of CS
• It is 5 times cheaper for a company to
spend money retaining existing customers
and developing customer loyalty than it is
to advertise to attract new customers
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What does it mean inWhat does it mean in
service?service?
• For the last 20 years the western world is talking aboutFor the last 20 years the western world is talking about serviceservice as theas the
added value that will make the difference in service orientedadded value that will make the difference in service oriented
businesses.businesses.
• Recent survey show that although technically they do everything right,Recent survey show that although technically they do everything right,
the satisfaction of clients is diminishing in the last years.the satisfaction of clients is diminishing in the last years.
• It seems that management is stressing more on the” right way “ ofIt seems that management is stressing more on the” right way “ of
doing things (“ red tape”) rather than giving workers the opportunity todoing things (“ red tape”) rather than giving workers the opportunity to
exertexert Emotional Added ValueEmotional Added Value..
•
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GENESIS - ACMS
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4 Golden Rules for a
service company )Prof. Frances 19
19, Harvard business school 2008)
• The techniques that are thought in business
schools now a days, are actually obsolete.
• They were formed when most of the businesses
were of industrial nature, whilst more than two
thirds of the economy now are serviceservice
oriented businesses.
• It is not enough to “talk service”“talk service” or use the
mantra “the customer is always right.”
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Golden rule no 1. :
Unique ServiceUnique Service
• As a product must be unique to be branded, the creator
of service must engage in customer experiencecustomer experience.
• Each service company must find its USP while focusing:
either cheap prices or excellent service, it not necessarily
goes togather.
• WALMARTWALMART decided that it will appeal to customers who
are looking for good value for money and vast array of
products & bargains, so there are hardly any sales
personnel on the shops floor.
• COMMERCE BANKCOMMERCE BANK has decided to focus on customer
service for those who need service later in the evening
or on weekends, it is not giving better rates.
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Golden rule no 2 :
charge for your service in
a nice manner
• Businesses must find ways to charge for the extra
service in order to be profitable.
• STARBUCKS coffee shops, are charging a different rate
for take away or sit in service, as the customers tend to
sit for hours in the shop with his laptop after purchasing
his cappuccino.
• If they would have put a meter to time customers, that
would create strong objection.
• Another way to save money on service and still be nice,
is letting customers to do it themselvesletting customers to do it themselves, and they will
gladly use it if it gives them a benefit: check in stations
from home or airport with the possibility to set your sit
and choose your meals in advance.
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Golden rule no 3:
new management model
• I strongly recommend that each executive of a
service oriented company will volunteer to work
once a month in the front office as a CS worker.
• This will ensure, that ‘red tape’ or bureaucratic
procedures will be ironed out, and more support
and decision making power will be given to front
desk workers, who encounter every day verbal
violence from customers.
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Golden rule no 4:
Make the work procedures
simple and friendly
• Your customers are not professional, plan
your procedures as simple as possible.
• this applies to an ATM station or a
CHECK IN point, no one likes to feel an
idiot , because it seemed simple to your
IT engineer.
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The “ME” mixThe “ME” mix( Gardner model)( Gardner model)
MY EMOTIONSMY EMOTIONS::
RELATIONS: To please, to be perfect, fear of rejection,RELATIONS: To please, to be perfect, fear of rejection,
fear, anxiety and love, needsfear, anxiety and love, needs
MY PHYSICMY PHYSIC
MY HEALTH, ME AND ME, ME AND YOUMY HEALTH, ME AND ME, ME AND YOU
MY VALUESMY VALUES
INTEGRITY, CORE VALUES, BELIEVES, SPIRITUALINTEGRITY, CORE VALUES, BELIEVES, SPIRITUAL
MY RATIONALMY RATIONAL
Targets, vision, ambitionsTargets, vision, ambitions
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EIEI= Emotional
Intelligence
• The ability to keep a balanced mix of the 4 inner layers
of me.
• Not to let the “automatic pilot” of emotions dictate the
way I run my life.
• Not to make accountancy with the pastpast but to
understand what are my core valuesmy core values and act
accordingly in a pro active way without judgment.
• People are like a 100 dollar bill, however old and torn or
dirty , it still keeps its value .
• "the Optimist and the Pessimist die the same,the Optimist and the Pessimist die the same,
but their quality of life is so different”but their quality of life is so different”
• "The choice is yours, to live like a king or like a slave”
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Relationship as EI inRelationship as EI in
serviceservice
• Nurture customer relationship , every worker
must be market drivenmarket driven ( including the
cleaning lady or the guard at the entrance) they
too represent your business .
• Retention = Loyalty marketingRetention = Loyalty marketing - find ways to
make your customer want to stay with you and
indifferent to competition offers.
• ““anticipate your customer’s needs andanticipate your customer’s needs and
satisfy it” – American Expresssatisfy it” – American Express
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Emotional SSelling PPoint
• If you check why certain corporate are so
successful while others are not, you find
that the ones who are in the “winners
circle” like VIRGIN AIR or COCA COLA
are connected to a whole set of emotional
images: fun, innovation, integrity .life style,
etc.
• Instead of the usual USPUSP they have
created a ESPESP ( emotional selling point)
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Customer ExperienceCustomer Experience
& Its effect
on the structure of servIce orIented busInessesservIce orIented busInesses.
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CUSTOMER EXPERIENCE-CUSTOMER EXPERIENCE-
VIRGIN AIRWAYSVIRGIN AIRWAYS blue print
• Richard Branson, chairman of Virgin Air said he wants
to have a company where it is fun to work for and that
if employees will be happy customers will no doubtcustomers will no doubt
feel it.feel it.
• His instruction for his Customer Relation Dept are:
1. take work seriously- not yourself.
2. Think in a humoristic way
3. Be first to laugh
4. Laugh with your clients not on them
5. Laugh at yourself and your defaults
6. Think that life is a play
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CS personnel & EICS personnel & EI
• In a competitive world, everyone can copy your product
and manufacture it cheaper, no one can copy the
friendship and good relationship you give to your
customer.
• we are human beings, we are emotional and there are
some things you can not measure like the worth of a
smile.
• When we take our wife/husband to a fancy restaurant on
her/his birthday, we pay more for the ambiance, status,
service, the décor, and for being in love – not the price of
the food.
• Add yourselfyourself to your service, think of your client as a
guestsguests coming to your saloon, it will pay back !
•
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ESPESP for service
personnel
• The added value you can give you
customer interlinked in 3 characteristics:
1. Emotional Connectivity- the ability not only to say
the “right things “ but to be sensitive to the situation and the
specific needs of the client , especially in crisis or complaint.
2. Integrity- the ability to identify with the your values as well as
your work vision whilst bypassing sometimes laws and rules and “
red tape” ( do you have the authority to correct mistakes or do you
have to get permission for every step? )
3. Creativity- the more there are rules and regulations, the
less creative your front desk will be. Use your common sense.
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IAN CARLZONE:
“MOMENT OF TRUTH”“MOMENT OF TRUTH”
• “CUSTOMERS EXPERIENCE IS WHAT
COUNTS”.
Ian Carlzone. ceo SAS
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The Law of Reciprocity
The Law of Reciprocity means:
to give and take mutually;
to return in kind or even in another kind or degree.
"I'll scratch your back if you scratch mine."
Applies in EVERY culture on the face of the earth.
Simply explains that when someone gives you
something you feel an obligation to give back.
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Law of Reciprocity
• Practicing every day those core values we
learned at home as children
• Courtesy
• Kindness
• Respect
• Honesty
GreatGreat
CustomerCustomer
ServiceService
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Law of Reciprocity
Psychologically it puts us in the driver’s seat…
We are in control of creating the
positive energy to turn a bad
situation into a good one
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PART 3: Who is our
Customer ?
“A person with whom one has dealings”
Everyone is your customer !!Everyone is your customer !!
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The Customer
• Is the most important person we will
work with
• Is not an interruption of our work, but
rather, is the reason for it,
• Is an individual with a name and
feelings,
• Is the reason we all have jobs,
• Is not always right, but is still ….
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Types of customer
– private individuals (consumers)
– business customers
– a mixture of both
External customers
(people outside the organisation). These may be:
Internal customers
(people within the organisation) who need information
for an external customer.
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How do we give a
PERFECT service?
• PPolite
• EEfficient
• RRespectful
• FFriendly
• EEnthusiastic
• CCheerful
• TTactful
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A group of scientists placed 5A group of scientists placed 5
hungry monkeys in a cage andhungry monkeys in a cage and
in the middle, a ladder within the middle, a ladder with
ripe bananas on the top.ripe bananas on the top...
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Each time that a monkey wentEach time that a monkey went
up the ladder, the scientistsup the ladder, the scientists
soaked the rest of thesoaked the rest of the
monkeys with cold ICE water.monkeys with cold ICE water.
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After a while, every time aAfter a while, every time a
monkey went up the ladder,monkey went up the ladder,
the rest of the group beatthe rest of the group beat
up the one on the ladder.up the one on the ladder.
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After some time, noAfter some time, no
monkey dared to go upmonkey dared to go up
the ladder regardless ofthe ladder regardless of
the temptation andthe temptation and
hunger.hunger.
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Scientists then decided to
substitute one of the
monkeys. The 1st
thing this
new monkey did was of
course to go up the ladder.
Immediately the other
monkeys beat him up.
(although this time NO coldalthough this time NO cold
showershower)
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After severalAfter several
beatings, the newbeatings, the new
member learned not tomember learned not to
climb the ladder evenclimb the ladder even
though he neverthough he never
understood why.understood why.
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A 2nd
monkey was
substituted and the same
occurred. The 1st
monkey
participated on the beating
for the 2nd
monkey. A 3rd
monkey was changed and
the same was repeated
(beating). The 4th
was
substituted and the beating
was repeated and finally
the 5th
monkey was
replaced.
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What was left was a groupWhat was left was a group
of 5 monkeys that evenof 5 monkeys that even
thoughthough never received a coldnever received a cold
showershower, continued to beat up, continued to beat up
any monkey who attemptedany monkey who attempted
to climb the ladder.to climb the ladder.
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If it was possible to ask theIf it was possible to ask the
monkeys why they would beatmonkeys why they would beat
up all those who attempted toup all those who attempted to
go up the ladder…..go up the ladder…..
I bet you the answer wouldI bet you the answer would
be….be….
““I don’t know – that’s howI don’t know – that’s how
things are done around here”things are done around here”
Does it sounds familiar?Does it sounds familiar?
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Don’t miss the
opportunity to share this
with others as they
might be asking
themselves why we
continue to do what we
are doing if there is a
different way out there.
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"Only two things are infinite:"Only two things are infinite:
The universe and humanThe universe and human
stupidity. And I am not sostupidity. And I am not so
sure about the former."sure about the former."
Albert EinsteinAlbert Einstein
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The 10: 90 modelThe 10: 90 model
(Stephen Covey – the seven habits of most effective people)
11..EVENTEVENT
22..PARADIGMPARADIGM
3. EMOTION3. EMOTION
44..REACTIONREACTION
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Media
MessageSenderSender EncodingEncoding
ResponseFeedback
Noise
Decoding Receiver
Elements in the Communication ProcessElements in the Communication Process
MEME
““BUYBUY
THISTHIS””
CUSTOMERCUSTOMER““WHY IS HEWHY IS HE
PUSHINGPUSHING””
WHOWHO
AMAM
II
WHOWHO
AMAM
II
EmotionsEmotions
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WHAT IS HAPPENINGWHAT IS HAPPENING
HERE ?HERE ?
• After you have studied the inter communication
system, you must realize that people ( customers
as well as salesmen ) are hiding their real needs
and wants as well as feelings.
• We want people to like us, we do not like to hurt
their feelings, but internally we develop a liking or
rejection to a customer in accordance to the 3
dimensions of the intercommunication model.
• We shall now see a short movie: ” the parking: ” the parking
lotlot""
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Parking grounds
“CONRAD”CONRAD” shopping
center TIRANA
• Imagine the following situation:
• My name is Armida,Armida, I am 38, work as a
pediatrician specialist in Hospital , I drive a
Mercedes “Super jeep” 2oo8, I live in a
very nice house at Tirana ereTirana ere district.
• My name is Viola,Viola, I am 36, divorced
unemployed, I worked as a cashier in a
shop . I drive a Fiat uno 1995, and I live in
Bregu I LumitBregu I Lumit district of Tirana.
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We are all differentWe are all different
types with wants andtypes with wants and
needsneeds
1. E type
2. P type
3. I type
4. A type
• Please pay attention:Please pay attention:
this is only a
schematic division,
people vary , most of
us are mix of types.
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EENTREPRENEUR TYPENTREPRENEUR TYPE
Dominant type, veryDominant type, very
friendly, when hefriendly, when he
enters the room youenters the room you
feel it, likes to be infeel it, likes to be in
center of things. Fullcenter of things. Full
of ideas, veryof ideas, very
creative, likes tocreative, likes to
listen to himself,listen to himself,
weak listener, needsweak listener, needs
constantconstant
compliments andcompliments and
attention.attention.
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Formal , dominant, likesFormal , dominant, likes
toto rule and in need ofrule and in need of
control.control.
The “ BOSS” type, theThe “ BOSS” type, the
“Butcher” type, does“Butcher” type, does
not enjoy small talk,not enjoy small talk,
no patience forno patience for
feelings and excuses,feelings and excuses,
likes results, waste oflikes results, waste of
time drives him crazy,time drives him crazy,
bottom line person.bottom line person.
Productive typeProductive type
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ANALIZERANALIZER
administrative typeadministrative type
• Not a dominant type, likes to
gather information, prefers
data to people, takes life
very seriously, likes to ask
lots of questions, very
suspicious and hesitant,
difficult for him to make
decisions, conservative,
When asked to describe a
projects, brings lot of
statistics, research results ,
details , details...
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IntegrativeIntegrative
TypeType
Not dominant, shy andNot dominant, shy and
delicate, good listener,delicate, good listener,
hates chaos andhates chaos and
disharmony, in order fordisharmony, in order for
everybody to be in peaceeverybody to be in peace
will give up his ownwill give up his own
wants, togetherness iswants, togetherness is
very important, discretevery important, discrete
-everybody comes to tell-everybody comes to tell
him their secrets, needshim their secrets, needs
assurances.assurances.
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E Type - whatE Type - what
motivatesmotivates him?him?
What motivates him?What motivates him?
Creative and innovative works,Creative and innovative works,
competition, being in thecompetition, being in the
center of attention ,center of attention ,
compliments, to lead, shortcompliments, to lead, short
tem targets, credit to histem targets, credit to his
ideasideas
What is difficult for him ?What is difficult for him ?
Routine, monotonous work,Routine, monotonous work,
lots of technical details, nolots of technical details, no
attention or credit to hisattention or credit to his
work, long term taskswork, long term tasks
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P Type -P Type -
what motives him?what motives him?
What motives him?What motives him?
efficiency , reason andefficiency , reason and
rational ,concrete targets,rational ,concrete targets,
challenges andchallenges and
competition, results andcompetition, results and
controlcontrol
What is difficult forWhat is difficult for
him?him?
Too many details, non
relevant information,
inefficiency, waste of
time, emotions.
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A type-
what motives him?what motives him?
What motives him?What motives him?
Details, statistics, results ofDetails, statistics, results of
research, routine , veryresearch, routine , very
suspicious , schedule,suspicious , schedule,
clear and specific tasks,clear and specific tasks,
procedures and rules ,procedures and rules ,
order.order.
What is difficult forWhat is difficult for
him?him?
Vague situations,
change, innovation
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I typeI type
What motives him?What motives him?
Helping and servingHelping and serving
people, harmony,people, harmony,
togetherness,togetherness,
emotions, awareness toemotions, awareness to
details in style,details in style,
recognitionrecognition
What is difficult forWhat is difficult for
him/ her ?him/ her ?
Disharmony, gossip,Disharmony, gossip,
noisy and loud people.noisy and loud people.
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How to make use of thisHow to make use of this
Model?Model?
• E type-E type- listen to him , laugh from his jokes, compliment him onlisten to him , laugh from his jokes, compliment him on
his sense of humor, let him feel that all god ideas are derivinghis sense of humor, let him feel that all god ideas are deriving
from him,from him, focus him gently.focus him gently.
• P type- “P type- “let us get to the point the benefits of this productlet us get to the point the benefits of this product
are….. , I see that you are in a hurry, bottom line of the matterare….. , I see that you are in a hurry, bottom line of the matter
is….” .is….” . listen and let him feel he is in controllisten and let him feel he is in control..
• A type –”A type –” last research proved that……….. We have here
statistics about it……would you like to read about this product
at home? I am here for you should you have more questions.
do not push himdo not push him..
• I type-I type- please help me on this, let us do it togather, let us flow
with it and think about this in the best ways for both of us. Easy
and gently .
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no customer is one type!no customer is one type!
We are all a mix of types with aWe are all a mix of types with a
dominant characteristicdominant characteristic
what happens if you anwhat happens if you an EE type and enterstype and enters
a customer ofa customer of PP type?type?
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ADULTADULT
• Rational figure,
focused, here and
now, facts and figures,
assertive.
• Usually a balanced
personality.
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•Emotional figure , feels
that he constantly has to
defend himself against
authority, revolting child or
conforming child,
manipulative, spoiled.
Loves toys or gadgets,
easy to please but easily
insulted.
•Passive aggressive
CHILDCHILD
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GENESIS - ACMS
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ParentParent
Adult
Child
adult
child
what does it dowhat does it do??
How Much for itHow Much for it??
It will save youIt will save you
time and the costtime and the cost
is only 5000 lekis only 5000 lek..
BuyerSalesman
ParentParent
Good transactionGood transaction
92. natek7474@gmail.
GENESIS - ACMS
Nathan Ronen
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ParentParent
Adult
Child
adult
child
I kept the last one
kept the last one
especially for you
especially for you
BuyerSalesman
ParentParent
Good transactionGood transaction
W
ow
! Its wonderful of you, you
W
ow
! Its wonderful of you, you
spoil me
spoil me
……
93. natek7474@gmail.
GENESIS - ACMS
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ParentParent
Adult
Child
adult
child
I kept the last one
kept the last one
especially for you
especially for you
BuyerSalesman
ParentParent
Bad transactionBad transaction
Don’t bullshit m
e
I am
not a
little
Don’t bullshit m
e
I am
not a
little
girl
girl
……
94. natek7474@gmail.
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parent
Adult
Child
Covert dealCovert deal
BuyerSalesman
Two last like this in stockTwo last like this in stockIts on sale now and it finishes today
Its on sale now and it finishes todayOk I will take them
both
Child
Adult
parent
1
2
3
95. natek7474@gmail.
GENESIS - ACMS
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parent
adult
child
Unbalanced dealUnbalanced deal
buyerSalesman
2.this car is toothis car is too
expensive for meexpensive for me
For you
I shall give you
a
special discount
child
adult
parent
11.
96. natek7474@gmail.
GENESIS - ACMS
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ParentParent
Adult
Child
adult
child
I kept the last one
kept the last one
especially for you
especially for you
BuyerSalesman
ParentParent
Bad transactionBad transaction
Don’t bullshit m
e
I am
not a
little
Don’t bullshit m
e
I am
not a
little
girl
girl
……
98. natek7474@gmail.
GENESIS - ACMS
Nathan Ronen
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Customer service features
• Products/ServiceProducts/Service – quality, safety,
packaging, clear information
• StaffStaff – attitude, dress, communication skills
• PremisesPremises – cleanliness, access, facilities
• DeliveryDelivery – reliability, speed, availability
• After-sales careAfter-sales care – complaints, returns,
repairs, guarantees
• Other featuresOther features – payment methods, advice
lines, staff training etc
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Nathan Ronen
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Customer satisfaction
It is measured byIt is measured by:
• Analysing sales performance
• Recording the number of complaints/returns
• Making comparisons with competitors
This occurs when customer expectations and
needs are met over and over again.
100. natek7474@gmail.
GENESIS - ACMS
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Investigating customer
service
Always remember:Always remember:
• Key features vary, depending upon the type of
organisation and its customers
• No business can please everyone all the time –
though they should try!
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GENESIS - ACMS
Nathan Ronen
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Customer feedback
Why is it so important ?
It helps to inform the company
for the future so it can
improve products/services
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Feedback obtained by:
• On the spot questions by staff
• Observation of customers
• Questionnaires
• Customer panels/focus groups
• The website (eg pop-up questionnaires)
• E-mails and email questionnaires
• Complaints
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GENESIS - ACMS
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A Few Tips:
• Practice what you preach
– I have to be the role model
• You get a lot further with sugar than
vinegar
– In other words – the more challenging the
customer the sweeter you become – “kill’em
with kindness”
• External and internal service are equally
important
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A Few Tips:
• Common sense goes a long way
– Sometimes rules are made to be broken
• Regardless of one’s role in an
organization – it is everyone’s
responsibility to serve the customer
• What you say about your employer in
public will have a lasting effect – both
positive and negative
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GENESIS - ACMS
Nathan Ronen
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A Few Tips:
• Exceed the customers expectations –
these days it doesn’t take much!
• If someone gives you great service – let
them know it – often times we only report
the bad stuff!
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GENESIS - ACMS
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A Few Tips:
• Listening skills are #1!
Give your full attention –
• Stephen Covey says, “Seek first to
understand, then to be understood.”
• Listen with the intent to understand rather than
with the intent to respond.
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GENESIS - ACMS
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A Few Tips:
• Exercise Empathy not Sympathy
– Empathy means you understand the point of view –
not necessarily that you agree with it.
• Listen with your eyes, and your ears
– Sometimes it is not WHAT is said but HOW it is said
• Rephrase content – Reflect Emotion
– “In other words what I hear you saying is…and what it
seems you are feeling is….is that about right?
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One last note…
I would like to leave you with this to think
about to take back to your workplace…..
www.simpletruths.com/simpletruths/a.aspx?
af=219&mo=stsr
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GENESIS - ACMS
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Summary
Customer service:Customer service:
• Comprises all the appropriate services to
help, advise and assist customers
• Is important for business success
• Has key features which vary, depending upon
the business
• Aims to keep customers satisfied – and loyal
• Needs trained, well-informed staff
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GENESIS - ACMS
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Summery
From My Personal Perspective
Customer Service
Is not…..
just another initiative
It is…
a way of life and a personal philosophy!