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Customers and Us- A customer services based Presentation

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Customer satisfaction DWP
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Customers and Us- A customer services based Presentation

  1. 1. Customers & US
  2. 2. • Identification of Customer needs & problems • Recognize the most common reasons for complaints • Discover techniques to cultivate special customer relationship • Self evaluation • Roadmap for Improvement
  3. 3. Customer Services is not a department… Its everyone’s job!! This is what I think!! What is Customer Services?
  4. 4. Respect
  5. 5. Friendliness Empathy Information Fairness Control Five Attributes of a good Professional!!
  6. 6. ARE YOU A CUSTOMER??? • Have you ever called any helpline? • Where did you call? • Why did you call? • How did you feel? • If you felt good share why? • If you felt bad share why?
  7. 7. Energy Flexibility Follow up KnowledgeMotivation COMPETENCIES Communication Empathy Decisiveness Impact
  8. 8. Learn to say “NO” without saying, “NO”  Never Start with a “NO”  Apologize for saying “NO”  Give information and show attentiveness  Use a Low tone, if it is unpleasant news  Ask for alternatives
  9. 9.  The moment you pick up a telephone, body language & visual perceptions disappear  Your tone of voice becomes dominant  Entire message you project to the customer is derived from tone of voice & attitude It’s Not What You Say, It’s How You Say It
  10. 10. High pitch “I am enthusiastic and excited! Flat Tone Slow Pitch Loud Voice “I don’t like my job and would rather be elsewhere” “I am sad and lonely – do not bother me” “I’m angry and aggressive” TONE OF VOICE
  11. 11. List Five to Eight excuses you hear your team members give for offering indifferent or poor customer service!
  12. 12. I don’t have enough time I don’t get paid to be nice only. I have to manage productivity too We are under paid Systems are usually down I am having a bad day Customers are basically stupid We are over burdened Team Leads don’t help Sorry I did not read the email for this new update
  13. 13. Be Polite But Honest! DON’T Oversell Your Products or Services Do Pay Special Attention to Time Frames DO Practice Seamless Communication Don’t Forget to Value Your Customers Keep your promises & apologize when you don’t Setting the right expectations!!
  14. 14. Standard Suggested Guidelines
  15. 15. Customer Feedback
  16. 16. Save Churn!!!
  17. 17. How to become a Good Professional??
  18. 18. You can’t get much done in life if you only work on the days WHEN YOU FEEL GOOD!!! Be Positive!!!
  19. 19. Adaptability & Flexibility
  20. 20. Be a Guide!! Even if we have the right tool we still need guidance!
  21. 21. Be Ready for new Challenges!!
  22. 22. Everything Counts!!! Take Pride in How far you have come. Have faith in how far you can go.
  23. 23. Match customer’s level!!
  24. 24. Thank you

Notas do Editor

  • Customer Services is not a department… its everyone’s job!!!
  • Three Types of Guest:
    One you receive @ your door step
    One you Call inside your home and take care of the formalities
    One you do not wish to meet But the common thing in all is RESPECT.
  • Difference B/W Standard and Suggested.
  • Human Characteristics: Human Touch, Guidance, Islamic point of view.

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