service excellence

LEADING THROUGH SERVICE EXCELLENCE

Your vision

“ To create a brand as the best person in

customer services”

Competing on the strength of Customer Care

Quality of people is the only inimitable competitive edge

How ICICI Bank of India became Number 1?

Any examples from Pakistan

Why customers come to us?

A customer comes to a us when he has a problem or a need and he

expects us to provide him a solution of his problem or satisfaction of his need.

He would be willing to pay a service fee if the problem or need is resolved to his satisfaction.

What is your role?

I am a solution provider

Value of front staff?

If CEO, CFO or GMs are not in their offices, how much impact will be felt by your customers

What about if Tellers, GBOs, CSM or RMs are not in the branch?

So who is more important for customers?

How is value created in a bank

Every time a customer interacts with a bank staff, value is created for the organization.

The quality of interaction determines if that value will be 0 or 100.

Challenges in Customer Services

• People are unpredictable• Face to Face encounter • Multiple interaction• Double jeopardy• Multi-tasking • Emotional labor

Benefits of working in Customer Services

• Inner satisfaction • Emotional Intelligence • Mastery in Communication • Solution orientation• Decision making • People handling skills• Negotiation skills• Team working ability

How you choose to serve each customer is a strategic decision

Each customer that you interact with has a potential to make your branch a successful in business or destroy its reputation.

What does a customer expects from a service oriented banker

Courteous

Accurate Responsive

Ownership Transparent (fees, rates,

policies)

“ACTOR”

HOW IS QUALITY PERCEIVED BY CUSTOMERS?

Quality = Performance Expectations

Customer Loyalty vs. Satisfaction

CustomerExpectations

Not meetingexpectations

Meetingexpectations

Exceedingexpectation

Customer Satisfaction

Dissatisfaction

Satisfaction, but“taken for granted”

Enthusiasm &Surprise

CustomerLoyalty

Defection

Variety Seeking

Customer Loyalty

ALWAYSUNDERPROMISE

ANDOVER DELIVER

How to give remarkable and consistent service all the time

Service Standard # 1

Operational Excellence

Personal Excellence Target

Do it Right the first time, every time!

Service Standard # 2

People Excellence

The Problem – Person Link

   Good Process

 Bad Process

Good Individual level service

 Bad Individual level service

Service Standard # 3

Proactive Service

Service Standard # 4

Amicable Problem Resolution

Service Standard # 5

Remarkable Response on phone

Service Standard # 6

Neat and comfortable environment

How can I move from being a transaction oriented to an experience oriented banker?

Customer Services is Teamwork

Developing Rapport with Customers

Productive Relationship

with Customers

Excellent Verbal Communication Skills

Excellent Listening Skills

Excellent Non-Verbal Communication Skills

Use non-verbal communication to SOFTEN

S = Smile O = Open Posture F = Forward Lean T = Touch, only if

appropriate E = Eye Contact N = Nod

Listening Skills

L = Look (at the other person)

I = Inquire (ask questions to clarify)

S = Summarize (what you understood)

T = Take notes

E = Encourage (by nodding)

N = Neutralize (your feeling or biases)

Attitude

Negative Attitude Positive Attitude

You are late, there’s nothing I can do after branch is closed

Sorry that‘s not our policy, so I can’t help you

Ask my manager, I am not authorized to tell

It’s not my fault if system is slow

You have called the wrong department, call again and get the correct extension

No! You are mistaken I did not give you wrong information

First you come late and then you rush us to hurry up

I am human too and I can get stressed and upset also.

That’s not my job, you should go to the credit card department

This T-24 system doesn’t care if you have a plane to catch

What would be the behavior of people with this attitude…. !

I hate this job and as soon as I get another one I will quit?

Most of my customers are rude and ill-mannered.

I only get paid to do my work not get abused by customers

PASSIVE

AVERAGE

PROACTIVE

What is my service level?

Fantastic Service EquationGreeting the Customer +Determining Needs +Meeting Needs +Making the Moment Memorable +Checking Results +Leaving the Door Open +

= Fantastic Service

A REAL CASE STUDYFANTASTIC SERVICE TO DIFFICULT CUSTOMERS

HANDLING CUSTOMERS’ PROBLEMS

FOR MOST OF THE CUSTOMER, THE PROBLEM BEING FACED IS NOT AN ISSUE BUT HOW IT IS HANLDED, MAKES IT AN ISSUE

Cost of a Negative Experience…Some facts

On average, customers who have had a bad experience will tell at least 9 other people.

For every customer who complains, there are 26 other customers who have had similar

problems.

96% of the customers who have had a bad experience will not complain… 90% of these

customers will not return.

GM Customer Complaint

How to handle Disgruntled and Angry Customers

DOS’Listen with the intent to understand.

Speak slowly and wait a few seconds before responding.

Be assertive - not aggressive or passiveKeep the focus on the issue, not the customer’s

behaviorTake customer away from the scene

Apologize sincerely

6 Things to Avoid With Angry Customers

DONTS’Don't make threats

Don't argueDon't make the customer feel helpless

Don't take it personally Don't tell a customer he/she is wrong

Commitment to excellence Write 5 or more things that you will do from

tomorrow to implement the learning from this session and become the most proactive and customer oriented professional

I will………………….