customer care ul 2
TRANSCRIPT
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LNSS Effective Customer Care
Effective Customer Care
Trainer: Helen Keown.
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LNSS Effective Customer Care
Key Objective…
To assist you to be aware of the significance
of customer care in UL, and to identify how your performance can impact on thecustomer experience.
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LNSS Effective Customer Care
Session 1: What is Customer Care?
Definition of Customer Care
Customer Expectations
Benefits of good Customer Care
Customer Awareness
Bold Goals
Moments of Truth
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LNSS Effective Customer Care
Definition of Customer Care…
Feeling concern and interest in someone who
has entered a business to buy a product orobtain a service.
This brings out the fact that a person can be a customer without having to spend money.
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Basic rule of customer care…
Put yourself in the customers shoes; see the
situation as they do.
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“Moments of Truth” "Essentially, Moments of Truth are those
contacts between companies and customers where a firm's reputation are at stake.“
(Stewart, 1992)
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Moments of Truth Each time you meet with a customer, or
potential customer, is a chance to make a
positive impression on that person. Theseencounters can be described as "Momentsof Truth".
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Moments of Truth It is important to identify when these
Moments of Truth occur and to manage
them to ensure you make the best possibleimpression on the customer
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Benefits of excellent CustomerCare?
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Benefits of excellent Customer Care
Feel good factoris high/enjoy going to work
Improvedreputation
Return/
repeat business
Fewer complaints
Less stress formgt and staff
Greater jobsecurity
Happy boss Improved teamspirit, staff morale andmotivation
More enjoyable work atmosphere
Greater staff loyalty andretention
Improvedcommunication within thebusiness
Greater chanceof word of mouthadvertising
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Why does poor Customer Care
happen?
Lack of incentive
Complacency Lack of support
No real training
Staff under pressure
Poor knowledge No team spirit or
motivation
Lack of awareness
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Not all that long ago there were four peoplenamed Everybody , Somebody , Anybody andNobody .
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There was an important job to be done andEverybody was asked to do it. Everybody
was sure that Somebody would do it. Anybody could have done it, but Nobody didit.
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Somebody got very angry about that, becauseit was Everybody’s job. Everybody thought
Anybody could do it but Nobody realisedthat Everybody would not do it.
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It ended up that Everybody blamedSomebody when Nobody did what Anybody
could have done.
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What skills do we need to use?
Attitude
Appearance Communication-listening, talking, reading, writing
Observation of standards and body language
Assertiveness
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Customer Care Skills
There are 8 main customer care skills thatneed to be displayed when serving thecustomer…
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1. Appearance
2. Observation
3. Listening
4. Body Language and Facial Expression
5. Talking 6. Assertiveness
7. Attitude
8.
Behaviour
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Appearance…
The appearance of yourself and the othermembers of staff in your team will say a lot
about the standards within your operation.
Remember: You are only as strong as the weakest link in your staff chain.
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Observation
It‟s easy to miss shortfalls in standardsbecause of familiarity.
Keep your eyes open.
Try to stand back and look at your workplace in an objective way.
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Listening: The Four Basic Communication
skills
Listening Speaking Reading Writing
Learned 1st 2nd 3rd 4th
Used
Most(45%)
NextMost(30%)
NextLeast
(16%)
Least
(9%)
Taught Least
NextLeast
NextMost Most
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Listening
If we fail to listen to the customer they willfeel that we do not really care about them
and therefore not return.
The 2 main ways of listen attentively are:
1. Physical attending 2. Psychological attending
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Physical Attending:
Face the speaker
Maintain eye contact
Maintain an open posture Lean towards the speaker
Stay relatively relaxed
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Psychological attending:
Listen to what is being said:
Listen for the central theme rather than the facts
Keep an open mind Think ahead
Analyse and evaluate
Do not interrupt
Interpret a tone of voice
Evaluate the non-verbal signs
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Body Language & Facial Expression
Reading and understanding body language isan essential part of listening. If our body
language does not reflect the words that weare using then the customer will not believeus.
ie. Non-verbal behaviour
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Understanding a message…
0
10
20
30
40
50
60
Words Non-
verbal
Message
Words: 10%
Tone, pitch, volume: 35%
Non-verbal behaviour:55%
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Identify expressions…
Eyes up avoiding contact
Looking down
Arms folded Arms outstretched
Upright/good posture
Face set
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Talking
Golden Rule!
Acknowledge the customer as soon aspossible!
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Talking
When talking to the customer we mustnot…
Discuss politics, religion, gossip
Complain about the company
Moan, moan and moan again! Talk over the customers head!
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Assertiveness
When dealing with customers there are 3 typesof behaviour we can employ:
1. Aggressiveness,
2. Assertiveness
3.Submissiveness.
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We should try to apply an assertive mannerat all times.
By being assertive you remain in control,have greater self confidence and earn therespect of others.
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Attitude & Behaviour
The way we behave with customers is allimportant.
We must display a positive approach and becourteous at all times.
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Remember…
Each customer is an individual.
Be enthusiastic-it‟s infectious! Courtesy costs nothing
Treat people as individuals. Use their name.
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Session 3: Making it Happen
Reviewing our current position
Making improvements
Setting standards Key tests of good Customer Care
What if it all goes wrong? Handling complaints
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Key Test of Good Customer Care:
Keep yourservicepromise
The 5 secondtelephoneresponse
Documentationresponse within2 days
Five minutemaximum
waiting time
Positiveemployeeattitudes
ProactiveCommunication
Honesty andopenness
Systemsreliability
Being in theknow
Little Extras Attention todetail
Immaculate Appearance
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Ask yourself…
Does UL/Tralee IT, LIT apply the
Customer Care Key Tests? How?
What other ways can feedback be obtained?
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Set Standards
By putting procedures in place all customers will be dealt with in a professional and
efficient manner Thus ensuring you have a satisfied customer
network
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Examples
You should have answers to common queries
at hand Promises to customers must be realistic and
acted upon within the agreed time frame
Customer must be notified of delays
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When dealing with a complaint…
Do...
Show empathy/concern
Use their name if you can
Listen
Take notes
Let them make their case
Ask questions to clarify detail
Confirm with them that you have got it right
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Do…
Gather your version of events beforereplying
Tell them what you propose to do
Ensure they are happy See it as an opportunity to cement the
relationship and encourage more business
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When dealing with a complaint…
Do Not…
Say “it‟s not my fault”
Say “you‟re the fifth today to complain about that” Interrupt
Jump to conclusions
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Do not…
Accept responsibility until you are sure it‟s yourfault
Be patronising
Argue
Lose your temper
Blame others
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The Listen Technique
Lend an ear to the customer‟s problem-do notinterrupt
Identify the important points
Sympathise- “I‟m sorry” acknowledges something went wrong-not taking the blame
Thank the customer for taking the time to tell you what happened
Explain what can be done Now act quickly-don‟t give further cause for
complaint!
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Language
Sometimes the words that are used in
communication cause the message to bemisinterpreted. This can happen if imprecise
words are used e.g. “sort of” or “things” alsotechnical jargon can be confusing if it is unfamiliar
to the other person.
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Customer Service Language
AVOID NEGATIVE LANGUAGE
– - Possibly-maybe-perhaps
– - We might be able to do this
– - I hope that will be ok
USE POSITIVE LANGUAGE
– - I am sure that will be sufficient
– - I know we can get that for you – - I am certain you will be pleased with this
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Avoid certain words
TRY – This implies that you are unsure of whether you can do something – use the word ensure instead it is positive andcommits you to action which your customer
will believe
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Use the word „Please‟ at the start of asentence rather than at the end of it as it
becomes an order at the end of a sentence
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‘OK‟ sounds bland, automatic anddisengaged
Use „Certainly‟, this conveys warmth andinterest in delighting your customer
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Avoid the word „busy‟, your customer shouldnever feel that you are too busy to look after
his/her needs.
Try saying „I will look into this and comeback to you‟
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Learning Points