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Customer Service

Customer Service Module

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Customer Service

  1. 1. Customer Service Seminar<br />Charrie Rose Dulay<br />Magic Appliance Center<br />
  2. 2. House Rules<br />
  3. 3. Objectives<br /><ul><li>To refresh participants with the basic understanding of the different sets of knowledge and skills about customer service.
  4. 4. To provide participants with a foundation that will guide them in deciding what is good for their customers.
  5. 5. To equip the participants with added knowledge which they can use in business outside of MAC when the opportunity presents itself.
  6. 6. To learn from each other.</li></li></ul><li>Expectations<br />
  7. 7. Who are your Customers?<br />
  8. 8. Customers are of two types:<br />Internal customer<br />External customer<br />
  9. 9. SERVICE<br />
  10. 10. Why is SERVICE so Difficult to Define Accurately?<br />It is not tangible<br />It can’t be measured/ weighed<br />It is more emotional than rational<br />You can sell it, but you cannot give a customer sample to take & show to another<br />Having given it, the customer may not have acquired anything<br />
  11. 11. Service can be divided into 2 main types:<br />Material:<br />Price, Quantity, Quality, Type of Equipment, Routine, Working method, Manning etc.<br />Personal:<br />It is personal service which upgrades a neutral impression about a service to a good impression.<br />
  12. 12. What is Customer Service?<br />
  13. 13. Self Assessment Activity<br />
  14. 14. Scoring:<br />0-12 points: Bronze Level<br />13-22 points: Silver Level<br />23-30 points: Gold Level<br />
  15. 15. BRONZE<br />Scoring at this level doesn’t mean that you don’t care about customers.<br />You are a newcomer to service field. Still learning how to deal with customers<br />You are a seasoned service provider but may have a little rusty on some of the basics that you once practiced.<br />Job Suitability. People who just don’t enjoy dealing with customers or helping others. They just work better by themselves<br />
  16. 16. SILVER<br />You have a solid understanding of basic but you are not using them consistently.<br /> On good days you give good service and on bad days you give bad service.<br /> Become more consistent with your attitude.<br /> It takes about 30days to form a new habit, so practice even you don’t feel like it.<br />“ Ningas-Kugon” “Moody”<br />
  17. 17. GOLD<br />Congratulations! <br /> You are a professional. <br /> You are ready for larger challenges. <br /> Train your co-worker and be contagious to others.<br /> Consider other perspective.<br /> Let people you know and trust evaluate you.<br />
  18. 18. Customer Service<br /> vs. Core Service<br />
  19. 19. Core Service vs. Customer Service<br />Core Service: is the service or product your organization provides to its customers- your “reason for being”<br />Customer Service: includes all of the interactions you have with a customer while you are conducting the business<br />
  20. 20. Customer Service <br />Is the act of giving assistance.<br />An avenue for current profitability<br />It’s a brand!<br />It is also about treating customers with respect, individuality, and personal attention<br />Customer service is a function of how well an organization meets the needs of its customers<br />A customer defines good customer service as how she perceives that an organization has delighted her, by exceeding to meet her needs.<br />
  21. 21. <ul><li>A good customer service agent is
  22. 22. one who has the right mix of head and a heart. One who enjoys his work and has the right attitude towards life. Of all the qualities ATTITUDE is the most important one.</li></li></ul><li>What is Attitude?<br /><ul><li>Attitude is the way we perceive things and situations in our life.
  23. 23. Attitude could be positive as well as negative.
  24. 24. It is necessary to show a positive attitude while dealing with customers.
  25. 25. Positive attitude brings confidence and energy into a person.
  26. 26. Positive attitude help a person to cope stress and problems in a better way.</li></li></ul><li>CARING RESPONSES<br />
  27. 27. The four skills are:<br /> 1. Acknowledging<br /> 2. Appreciating <br /> 3. Affirming<br /> 4. Assuring<br />
  28. 28. What Kind of <br />Customer Service<br />We are expected to provide?<br />
  29. 29. Good Customer ServiceBad Customer Service Excellent Customer Service<br />
  30. 30. Why Customer Service Matter ?<br />
  31. 31. Good customer service equals to: <br />Commercial Survival<br />Job security<br />Good self-image <br />
  32. 32. Behavior that TURN-OFF Customers<br />
  33. 33. 1. APATHY<br />Lack of enthusiasm or energy<br />
  34. 34. 2. Brush- Off<br />To dismiss somebody abruptly<br />
  35. 35. 3. Snobby and pretentiously kind manner. <br />
  36. 36. 4.Rule-Book<br />Dependent to a book or pamphlet containing rules of activity.<br />
  37. 37. 5.Run-Around <br />To spend a lot of time to somebody <br />6. Different Standards- whether exceeds or below<br />
  38. 38. The 7 Key Things The Customer Wants<br />1.Quick Result <br />2.Simple-Fast Transaction <br /> 3.Personal Attention<br />Qualities that are important to our customers: <br /><ul><li> Accuracy
  39. 39. Friendliness
  40. 40. Timeliness
  41. 41. Efficiency
  42. 42. Courtesy
  43. 43. Honesty</li></li></ul><li> 4. Friendly, caring service: <br /><ul><li>Being interested
  44. 44. Warm friendly responses.</li></ul>5. Flexibility<br /> Customer want the person to “jiggle” the system to make it work for them. They don’t want to hear “No”<br />
  45. 45. 6. Problem resolution<br /><ul><li>Business problems
  46. 46. Non-business problem</li></ul>7. Recovery<br /> If and when mistake is made, customer wants you to take care of it quickly and to their satisfaction<br /><ul><li>Apology
  47. 47. Fix it
  48. 48. Extra Step
  49. 49. Follow up</li></li></ul><li>Some Startling Statistics<br />Only 4% of customers actually complain<br />Around 75% of the complaining customers will do business with you again, if you act quickly<br />
  50. 50. Out of the entire customers you lost:<br />1% die<br />3% move away<br />9% go away for cheaper prices<br />19% are chronic customers<br />Customers go elsewhere because the <br />people they deal with are indifferent to <br />their needs 68%.<br />68% leave due to bad service<br />
  51. 51. G U E S T <br />G- Greet the customers<br />U- Understand customer needs<br />E- Explain FFAB<br />S- Suggest additional items<br />T- Thank the customer<br />
  52. 52. CUSTOMER SERVICE is ?<br />80 % attitude and 20 % technique<br />a mixture of knowledge and skills<br />reflects the whole corporate culture<br />is not a smile campaign<br />
  53. 53. What is Customer Service Attitude?<br /> “Customer Service Attitude is the inherent ability to look at every interaction with the customer as an opportunity for customer delight and service excellence” <br />
  54. 54. Displaying Customer Service Attitude<br />1. Projecting Confidence<br />2. Thinking Positive<br />3. Using Positive Language<br />4. Being Enthusiastic<br />5. Conveying Speed or urgency<br />6. Taking Ownership or accountability<br />7. Being Courteous <br />
  55. 55. CONFIDENCE<br />“ Who has Confidence in himself will gain the confidence of others”<br />
  56. 56. THINKING POSITIVE<br />Our beliefs fuel our actions.<br />Positive beliefs lead to positive actions <br />and negative beliefs lead to negative actions.<br />
  57. 57. USING POSITIVE LANGUAGE<br />The way you <br />express yourself<br /> will affect <br />whether your message<br /> is received positively <br />or negatively<br />
  58. 58. BEING ENTHUSIASTIC<br />
  59. 59. Conveying Speed or Urgency <br />Your problem is important<br />Taking Ownership<br />To the customer you are the Company<br />Courtesy<br />Please<br />Politeness goes far yet costs nothing<br />Thank you<br />
  60. 60. E X A M<br />
  61. 61. Customer Service <br />is a mixture of<br />KNOWLEDGE and SKILLS<br />
  62. 62. KNOWLEDGE <br />reflects thorough knowledge of:<br />The products or services you supply<br />The external customers for those products and services<br />The systems and procedures of your organization <br />The network of internal customers with whom you work<br />
  63. 63. SKILLS<br />reflects competence in certain essential skills<br />Getting it right the first time<br />Listening to customers<br />Handling complaints in constructive way <br />Being assertive when under pressure<br />Communicating clearly<br />Making it easier for your colleagues to help customer<br />
  64. 64. Customer Service <br />reflects the whole corporate culture<br />
  65. 65. This reflects :<br />Policies- clear corporate standards of quality behavior, linked to consistent marketing messages ( what the organization promises, it must be deliver!)<br />Administrative Procedures- that does not sabotage the best effort of employees to be responsive to customers<br />Management Style<br />
  66. 66. Customer Service is NOT a smile campaign ! <br /><ul><li>The quality of</li></ul>WHAT you deliver<br /> and<br /><ul><li>The quality of </li></ul>HOW you deliver<br />
  67. 67. FACTS about CUSTOMERS…<br /><ul><li>There is only one boss. The Customer. And he can fire everybody in the company from the chairman down, simply by spending his money somewhere else.
  68. 68. When the customer comes first, the customer will last.
  69. 69. The golden rule for every business man is this: 'Put yourself in your customer's place.'‘</li></li></ul><li>When we learn to appreciate one <br />another’s differences, <br />we become more <br />willing to listen,<br /> more open to new ideas <br />and more eager to grow.<br />
  70. 70. Turn Complaints Into Opportunities<br />
  71. 71. Benefits of Complaints<br />Improved procedures<br />Elimination of product defect<br />More skillful customer service behavior<br />Higher performance standards<br />Customer- focused management<br />
  72. 72. Handling COMPLAINTS<br />Appreciate/Thank the customer for sharing the complaint<br />2. Apologize for the error / mistake / inconvenience.<br />3. Listen actively and nod from time to time showing interest<br />4. Show Empathy – Put yourself in the customer’s place<br />
  73. 73. Handling Complaints<br />5.Resolve, if it is within your control. <br />6.If not solved immediately, take down the customer’s details (name, telephone number, address) to contact with the solution<br />7.Do follow up till the customer is satisfied<br />REMEMBER: Don’t take customers’ complaints personally<br />
  74. 74. Responding to customers REQUEST<br />Be sure to understand the question or request before responding.<br />Be sure the information you provide is accurate and current. If you are unsure, advise the customer you will need to get back to him. Specify time frame.<br />Do not promise or simply something will be done if it is outside your ability to provide.<br />
  75. 75. Consumer Rights<br />
  76. 76. Consumer Rights<br />
  77. 77. Consumer Rights<br />
  78. 78. Consumer Rights<br />
  79. 79. Consumer Rights<br />
  80. 80. Consumer Rights<br />
  81. 81. Consumer Rights<br />
  82. 82. Consumer Rights<br />
  83. 83. Consumer Rights<br />
  84. 84. REMEDIES AVAILABLE TOCONSUMERS<br />___________________________________<br />ADMINISTRATIVE PROCEEDINGS:<br />replacement or repair of product or services<br />restitution or rescission of contract<br />reimbursement to complainant of amount spent in pursuing the complaint<br />
  85. 85. Consumer Rights<br />CIVIL/CRIMINAL ACTION:<br />Civil Action<br />awards of damages<br />replacement or repair of product or services<br />refund of payment made<br />restitution or rescission of contract<br />reimbursement to complainant of amount spent in pursuing the complaint<br />
  86. 86. Consumer Rights<br />Criminal Action<br />defendant, if found guilty by the court, can be sentenced to imprisonment or payment of fine or both: at the discretion of the court<br />
  87. 87. Consumer Rights<br />PERIOD FOR FILING CONSUMER COMPLAINTS<br /> Within two (2) years from the time the consumer transaction was consummated or the deceptive or unfair and unconscionable act or practice was committed, and in case of hidden defects, from discovery hereof.<br />
  88. 88. Telephone Etiquette<br />
  89. 89. Telephone Techniques<br />Smile before answering the phone.<br />Answer the phone in three rings or less.<br />Give your company name and your name when answering the phone.<br />Use proper language and warm, friendly voice tone.<br />Be courteous and pleasant. <br />Be helpful. Tell the customer the action you are going to take.<br />
  90. 90. Proper way of answering telephone call-<br />MAC Branch<br />Basta APPLIANCE, Magic (BRANCH)!<br />(Good Morning/Good Afternoon)<br />This is (employee’s name). How May I help you?<br />MAC Branch with Furniture<br />Basta APPLIANCE and FURNITURE, Magic (BRANCH)! <br />(Good Morning/Good Afternoon)<br />This is (employee’s name). How May I help you?<br />Home Center-Urdaneta<br />Magic Home Center Urdaneta<br />(Good Morning/Good Afternoon)<br />This is (employee’s name) How May I help you?<br />Proper way of answering telephone call that was put on hold-<br /><ul><li>THANK YOU FOR WAITING,</li></ul>This is (employee’s name), <br />(Good Morning/Good Afternoon)<br /> How May I help you?<br />
  91. 91. Customer Service Principles<br />“Customer service is more than just keeping customers satisfied. It is the art of creating LOYAL and REPEATING CLIENTS”<br />EXCELLENT Customer Service Model<br />“Excellent customer service is the process by which your organization delivers its services or products in a way that allows the customer to access it in the most efficient, fair, cost- effective, and delightful manner.” <br />
  92. 92. YOU must be your customers’ BEST choice !<br />