customer servive

1. 6 C’s of a
High Performing Employee®
Presented by Mark A. Turnquest,MBA
www.markturnquestconsulting.com

2. EXCEEDING QUALITY
CUSTOMER SERVICE®

3. OBJECTIVES
At the end of the session, participants will be able to:
 understand the importance of the Customer &
Customer Service
 identify Internal & External customers
 understand Moment of Truth & Service-Profit Chain
 understand & create Customer Delight
 practice complaint handling skills
 acquire tips to practice & demonstrate good
customer service

5. H R T R
K O
OMP N
K P
-

6. USTOM RS
K K Q
Q
HOR S
K J
S

7. OLL OR TION
K T
OMP TITION
K T
-

8. 1. COMPANY[philosophy]

9. 5 P’ M S
PRODUCT (SERVICES)
PEOPLE (Internal & External Customers)
PROCESS
PRODUCTIVITY(PROFITABILITY)
PASSION

10. 7 ’ H P
Organization

11. Organizational Chart

12. 'Just Do it' - Nike
'I'm lovin' it' - MacDonalds
'We try harder' - Avis
'The Real Thing' - Coca Cola
'Put A Tiger In Your Tank' - Esso
'Finger Lickin Good' - KFC
'Power to You' - Vodafone
CUSTOMER SERVICE MOTTOS

13. ORGANIZATIONAL CULTURE

14. Managerial Leadership

15. 2. CHARACTER
KNOW YOURSELF & OTHERS
KNOWING
SELF &
OTHERS
PERSONALITY
EDUCATIONAL
LEVEL
PERCEPTION
BEHAVIOR
PERSONAL
VALUES
DIVERSITY
TRUST
SELF
DISCLOSURE
ATTITUDE

16. TRUSTWORTHINESS
TRUST is DERIVED from HONESTY
& INTEGRITY……….as a Result……
TRUST BUILDS RELATIONSHIP
AND RESPECT
CAN YOU BE TRUSTED?

18. Managerial Leadership
THE COMMUNICATION PROCESS

19. 3. CUSTOMERS
INTERNAL
&
EXTERNAL
CUSTOMERS

20. CUSTOMER SERVICE
101

21. OU …
I know you felt great when you
were satisfied as a Customer!

23. YOU as a customer…
I know you felt bad when you
were not satisfied as a Customer

24. Types of Customers
 Internal Customers
(Co-Workers)
 External Customers
(Patrons, Supplier)

25. Internal Customer
An individual or a group of people you may
Interact / serve within the organization
Eg: IT, Cafeteria, Logistics, HR,
Facilities, Housekeeping

26. External Customer
Someone who comes to your organization
for products or services – the end customer
These customers depend on the timelines,
quality, and accuracy of your organization’s
Work (Patrons, Suppliers)

27. Who are Customers?
• The most important persons in any business.
• Are not dependent on us. We are dependent
on them.
• Are not an interruption of our work, but the
purpose of it.
• Are part of our business – not an outsider.
• Do us a favor when they come in. We aren’t
doing them a favor by serving them.

28. You Have To
Delight All Customers
CO –WORKERS
YOU
PATRONS

29. Who are Customers?
• A customer is not just money in the cash
register. They are human beings with
feelings and deserve to be treated with
respect.
• Is a person who comes to us with their needs
and wants. It is our job to fufill them.
• Deserves the most courteous attention we
can give them. They are the lifeblood of
every business.

30. Facts about Customers
 The Customer is the ’
 The Customer pays all our salaries wages and
bonuses
 The customer will go where he/she receives the
best attention
 There is no profit, no growth, no jobs without the
customer
Hence, ’ !

31. Facts about Customers
• A typical dissatisfied customer will tell 8-10
people about their problem.
• 7 out of 10 complaining customers will do
business with you again if you resolve the
complaint in their favor.
• If you resolve a complaint on the spot, 95% will
do business again.

32. 9%
9%
13%
69%
Others
Product
Dissatisfaction
Better Prices
Elsewhere
Poor Service
Why Customers leave?

33. Dissatisfaction
occurs
Action
No Action
Public Action
Private Action
Seek redress directly from
the firm
Take legal action
Complaint to business, private,
or governmental agencies
Stop buying the product or
boycott the seller
Warn friends about the product
and /or seller
EXPRESSING DISSATISFACTION

34. What qualities are important
to our customers?
 Accuracy
 Friendliness
 Timeliness
 Efficiency
 Courtesy
 Honesty

35. 1. QUALITY CUSTOMER SERVICE:
Delivering exceptional acts or performances that
are consistent and valuable to customers!
2. CUSTOMER SATISFACTION:
The extent which products and services
perceived performances matches a customer’s
expectation!
3. CUSTOMER DELIGHT:
 “Exceeding quality customer service and
customer satisfaction”…. Delivering a high level
of performance: surprising customers and
making them EXCITED!
What is Customer Service ?

36. CUSTOMER DELIGHT

37. Customer Delight
 x d ’ x is
delighting customers
 The customer “ ” in return
for the product/service
 All interactions with the customer has an
opportunity to create delight
 The challenge is to consistently maintain the
delight factor

38. Excellent Service
Good Service
Bad Service

39. Good Customer Service
Good service is when the customer gets
treatment that meets his/her expectations.
Customer
Expectation
What Customer
Receives

40. Bad Customer Service
Bad Service is when customer gets treatment
which is less than his/her expectations
Customer
Expectation
What Customer
Receives

41. Excellent Customer Service
When the customer gets a little more than what
he/she expected, Good Service becomes
Excellent Service
Customer
Expectation
What Customer
Receives
+

42. You Should Always know
Customer Requirements…...
…… & Exceed IT
 Needs : Physical or Emotional
Good Feelings / Solution to Problems
 Wants: Desires /Motivation
 Expects: Perceived Satisfaction

43. MOMENT OF TRUTH
Any point in interaction during which the
customer has an opportunity to form an
impression (negative or positive) about the
company through its services

44. Moment of Truth
 When a moment of Truth for a customer
has been a negative experience, it
becomes a Moment of Misery
 On the other hand, when the interaction
has been extremely positive, it becomes
a Moment of Magic for the customer

45. MOMENT OF TRUTH
SITUATIONS

46. Angry Customer
A slight mistake has made this
customer Mad.
How to handle?
 Let the customer finish talking.
Don’t interrupt.
 Be firm and polite. Do not get
angry too

47. Demanding Customer
The customer who wants more than you
can offer. They are not easily satisfied.
How to Handle?
 Be firm yet polite
 Be professional
 Avoid being too passive
 Do not be rude

48. 5 Ps
OF
CUSTOMER DELIGHT

49. PHILOSOPHY
ELEMENT
IN CUSTOMER SERVICE

50. PHILOSOPHY
 Articulated in Mission Statement
 Engraved in Organizational Culture
 Top Management Commitment
 Customer Oriented Policies

51. PHILOSOPHY
 Compliant Handling System
 After Sales Support System
 Marketing Oriented Company
 Customer Loyalty Program

52. MARKETING
PHILOSOPHY
OPERATIONS
ACCOUNTING
HUMAN
RESOURCES
CUSTOMERS
Internal
External
“PUT CUSTOMERS FIRST”

53. PEOPLE
ELEMENT
IN CUSTOMER SERVICE

54. PEOPLE
CUSTOMER FOCUS PSYCHOLOGY
 The Right Attitude
 The Right Beliefs
 The Right Behavior
CUSTOMER FOCUS SKILLS
 Communication
 Time Management
 Decision-making

55. PEOPLE
Portray a good
impression
Document
Reports Meet Work
Standards
Get Along with
Customers
Show
Initiative
Respect Your
Supervisor
TEAM PLAYER MODEL

56. PEOPLE:
“T P M d ”
DOCUMENT YOUR REPORTS
•Always Write Down Information
•Report Bad News
•Write In Rough Draft First Before
Presenting Any Final Report

57. PEOPLE:
“T P M d ”
PORTRAY A GOOD IMPRESSION
•Present Good Grooming Habits
•Be Appropriately Dress
•Call In When Absent Or Late
•Follow Company Policies

58. PEOPLE:
“T P M d ”
MEET WORK STANDARDS
•Properly Develop Routines
•Plan A Schedule And Follow It Closely As Possible
•You Must Understand The Instructions You Are
Given And What Results Are Expected
•Try To Concentrate On Your Tasks And
Avoid Interruptions

59. PEOPLE:
“T P M d ”
GETTING ALONG WITH STAFF
•There Must Be Good & Open Communication
At All Times
•Control Your Emotions
•Admit When You Are Wrong And Apologize
•Be Responsible And Accountable

60. PEOPLE:
“T P M d ”
SHOW INITIATIVE
•Always Be Ambitious
•Be Innovative
•Suggest Changes
•Always Try To Solve Problems
•Take Advantage of Opportunity

61. PEOPLE:
“T P M d ”
RESPECT YOUR SUPERVISOR
•Calmly Present Your Disagreement To The
Supervisor
•Accept His / Her Decisions Because One Day
You May Become A Supervisor

62. PEOPLE
YOU MUST BE PERFECT
 P Polite / Professional
 E Efficient / Effective
 R Responsive / Reliable
 F Friendly / Fair
 E Enthusiastic / Energetic
 C Competent / Caring
 T Tactful / Tenacious

63. PROCESS
ELEMENT
IN CUSTOMER SERVICE

64. PROCESS
CUSTOMER DELIGHT MODEL
Value Customers
Welcome Customers
Ask How To Help Customers
Listen To Customers
Delight Customers
Invite Customers Back

65. PROCESS
VALUE CUSTOMERS
•You must mentally prepare yourself to delight
customers on a consistent basis
•Before welcoming customer, think: you are the
customer –you pay my salary, you make my job
possible, I must satisfy your needs, wants and
expectations

66. PROCESS
WELCOME CUSTOMERS
•Keep eye contact on the customer. Remember
drifting eyes means a drifting mind
•Give a warm smile. Tone the customer in and
everything else out
•Remember you never get a second chance
to give a good –first impression

67. PROCESS
ASK HOW TO HELP CUSTOMERS
•Say: How can I assist / help you? Make the
customer feel comfortable
• Ask probing questions: find out the customer
implicit and explicit needs and wants
•Make sure ask the customer questions to get a
clear understanding of what he/she really wants
or the reason he/she contacted you

68. PROCESS
LISTEN TO CUSTOMERS
•Be silent. Keep focus on customers. Do not
become preoccupied with anything else
•Listen to determine what end - benefit they want
or what problems he/she has
•Attentive listening conveys a message that you
really want to assist the customer

69. PROCESS
DELIGHT CUSTOMERS
•Give the customer good feelings/ solve his
problems, satisfy his needs & wants
•Give the customer extra value – delight
customers
•Be prepared to deliver on your promises

70. PROCESS
INVITE CUSTOMERS BACK
•Smile, be cheerful and give the customer
a good final impression
•Let the customer know you value them –
do something unexpected (think about it)
•Always thank the customer for coming to
your organization

71. PHYSICAL EVIDENCE
ELEMENT
IN CUSTOMER SERVICE

72. PHYSICAL EVIDENCE
STAFF APPEARANCE:
“Always look your Best”

73. PHYSICAL EVIDENCE
BUILDING APPEARANCE
“Easy & Safe Access”

74. PHYSICAL EVIDENCE
STATIONARY APPEARANCE
“Very Professional ”

75. PHYSICAL EVIDENCE
MARKETING APPEARANCE
“Effectively Communicated ”

76. PHYSICAL EVIDENCE
EQUIPMENT APPEARANCE
“Customer Friendly ”

77. PRODUCTIVITY
ELEMENT
IN CUSTOMER SERVICE

78. The R.A.T.E.R Model
Reliable
Assurance
Tangibles
Empathy
Responsive

79. PRODUCTIVITY
THE R.A.T.E.R MODEL
5 Dimensions of Service Quality
RELIABILITY Your ability to perform the promised
service dependably and accurately
ASSURANCE The knowledge and courtesy of staff;
their ability to inspire trust and
confidence
TANGIBLES Representing the service physically
EMPATHY The caring individualized attention you
provide your customers
RESPONSIVENESS Your willingness to help customers and
to provide prompt service

80. PRODUCTIVITY
THE R.A.T.E.R MODEL
“ S v ”
RELIABILITY Do we do things right the first
time?
ASSURANCE How much confidence do you
have in our company?
TANGIBLES How do you rate our employees /
products / facilities?
EMPATHY How well do we meet your
special needs and requests?
RESPONSIVENESS How fast do we solve problems
and complaints (24 hrs)?

81. 4. CHORES [job description]

83. THE R.A.T.E.R MODEL
T SK: S d O ’ S
RELIABILITY Statement send out on 30th
day (on time)
ASSURANCE Statement is correct
TANGIBLES Statement is easy to read
EMPATHY Statement is uniform for big
and small customers
RESPONSIVENESS Statement indicates that
corrections will be made on a
timely basis

84. 5. COLLABORATION[teamwork]
INTER-
DEPARTMENTAL
SYNERGY
1 +1 =5

87. 5 STAGES OF TEAMWORK

88. 6. COMPETITION
[know the enemy-WITHIN]
YOU, YOUR CO-WORKERS, YOUR
PATRONS & OTHER BUSINESSES

89. AN INTERNAL PROBLEM THAT IS
NOT SUCCESSFULLY RESOLVED…
……WILL ALWAYS LEAD TO A
CUSTOMER COMPLAINT

92. Major Criteria to Chose The Right
Solution (Emotional / Compromise / Logical ?)
Must Correct The Root Cause of The
Problem in a Sustainable & Timely Manner
 Must Align with Business Philosophy
Must Have Resources & Capabilities(6Ms)
Must be Practical-Easy to Execute
Benefits must outweigh ALL COSTS

94. Complaint Handling
 Appreciate/Thank the customer for
sharing the complaint
 Apologize for the error / mistake /
inconvenience
 Listen actively and nod from time to time
showing interest
 Show Empathy – Put yourself in the
customer’s place

95. Complaint Handling
 Resolve, if it is within your control. If not,
bring it to the notice of your supervisors
 If not solved immediately, take down the
’ details (name, telephone
number, address) to contact with the
solution
 Do follow up till the customer is satisfied
REMEMBER: ’ take ’
complaints personally

97. CUSTOMER SERVICE
MODELS
“Learn & Use”
•6 ’ OF HIGH P RFORMING MPLO ®
•CUSTOMER DELIGHT MODEL
•TEAM PLAYER MODEL
•R.A.T.E.R. MODEL

98. 6 C’s of a
High Performing Employee®

99. CUSTOMER DELIGHT MODEL
Value Customers
Welcome Customers
Ask How To Help Customers
Listen To Customers
Delight Customers
Invite Customers Back

100. Portray a good
impression
Documents
Reports Meet Work
Standards
Get Along with
Customers
Show
Initiative
Respect Your
Supervisor
TEAM PLAYER MODEL

101. The R.A.T.E.R Model
Reliable
Assurance
Tangibles
Empathy
Responsive

102. How do your
Organization Delight
Customers?

103. PLEASE PRACTICE
WHAT I PREACH!!!
…..DELIGHT
USTOM RS…….