Customer Service Training Module
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Customer Service Training Module
- 2. By the end of this training module you will be able to: •Define customer service. •Understand the impact of customer service on organization. •List the pillars of customer service. •understand how to handle an angry customer
- 3. Customer service is the support you offer to your customers both before and after they buy your product. If you can prevent 5% of your customers from leaving, you can increase your bottom line profit by 25%-95%. CUSTOMER SERVICE IS NOT AN DEPARTMENT, IT IS AN ATTITUDE.CUSTOMER SERVICE IS NOT AN DEPARTMENT, IT IS AN ATTITUDE. CUSTOMER SERVICE IS NOT AN DEPARTMENT, IT IS AN ATTITUDE. INTRODUCTION- Definition
- 4. INTRODUCTION- Principle Greet all customers and make them feel welcomed Respect cultural and other personal differences Evaluate and clarify customer’s expectations Address and respond to customer’s needs Thank and verify that needs have been met.
- 5. INTRODUCTION- What customer want Greet me Value me Help me Listen to me Invite me back
- 6. IMPACT OF CUSTOMER SERVICE Customer support can make or break your reputation. Customer service is critical to competing effectively. Customers are willing to pay more for a better experience. Support is an integral part of the product experience.
- 7. PILLARS OF CUSTOMER SERVICEPILLARS OF CUSTOMER SERVICEPILLARS OF CUSTOMER SERVICE PILLARS OF CUSTOMER SERVICE Telephone etiquettes Patience Attentiveness Knowledge of the product
- 8. PILLARS OF CUSTOMER SERVICEPILLARS OF CUSTOMER SERVICEPILLARS OF CUSTOMER SERVICE PILLARS OF CUSTOMER SERVICE Develop customer service mission statement Customer service is attitude AND action Base training Creative thank you
- 9. PILLARS OF CUSTOMER SERVICE Pause to keep calm Don’t try to use reason and logic Sincere expression of empathy
- 10. T H A N K Y O U
Notas do Editor
- Welcome to customer service training module. Click next to begin the module.
- VO 1- Have you ever been into this kind of situation where the customer is yelling at you? What’s your reaction into this? Kept calm? You too left your temper? Disconnected his call to avoid this scenario? Or something else? This kind of situation is very common for a customer representative. VO 2: By the end of this training module you will be able to: Define customer service. Understand the impact of customer service on organization. List the pillars of customer service. And understand how to handle an angry customer Click next
- Definition Customer service is the support you offer to your customers both before and after they buy your product it that helps them to have an easy and enjoyable experience with you. According to Harvard business review, if you can prevent 5% of your customers from leaving you can increase your bottom line profit by 25-95%. Remember customer service is not an department, it is an attitude. Click next
- Principle of customer service A good customer service works on principle of GREAT. Here each word has a significance for this role. Beginning from 1st, greet all customers and make them feel welcomed. Respect cultural and other personal differences you face with customers. Evaluate and clarify customers expectations like what exactly he is expecting from your organization. Address and respond to customers needs. At the end thank and verify that needs have been met by you. Click next
- VO 1 When you go out for shopping what is the first you expect from the shop owner or a salesman? Wouldn't you be happy if they greet you and treat you in the best possible way? Exactly. VO 2 When a customer call you he first expect you to greet them nicely, because first impression is the last impression. Value their needs and expectations. Help them by all means you can. Before answering first listen to them. Once you had given all the answers and even he is happy by your service then at last invite them again. Click next
- IMPACT OF CUSTOMER SERVICE It’s often said that it’s cheaper to keep existing customers than to find new ones. Customer support can make or break your reputation, so it is very important that you keep your customers happy. Customer service is critical to competing effectively as customer support is a major driver of customer experience. Customers are ready to pay more for a better experience. An customer support is an integral part of product experience. Click next
- PILLARS OF CUSTOMER SERVICE A successful customer service stands on some strong pillars which focus on customer satisfaction. These are: Telephone etiquettes - As most of the customer support is engaging on calls hence it is very important for them to have proper telephone etiquettes. How to talk to customers, how to greet them, what tone should be used etc. are the main features. Patience- Be sure to stay patient when they come to you stumped and frustrated, but also be sure to take the time to truly figure out what they want . Attentiveness – The ability to really listen to customers is so crucial for providing great service for a number of reasons. Always listen to your customers. Knowledge of the Product- remembers to have complete knowledge of the product. Before attending any customer complain.
- Develop a customer service mission statement. Clearly convey your company’s specific objectives as they relate to customer service. It is important that employees have proper attitude as well as the capacity to take action when ever required. Employees must be trained on customer service and best practices. Most people will not take time to say thank you because they are too busy, so make this a common practice in your organization.
- How to Deal with an Angry Customer Pause to keep calm- maintaining your calm can result to avoid the situation turning into even bad Don’t try to use reason and logic- reason, logics and clarifications turns the situation into worse. Keep these reason and logics for the end when the customer calm down. Sincere expression of empathy – a sincere expression of empathy can be a powerful starter to keep things calm and down. Use sincere words to empathize his situation.