customer delight master 1 pdf
TRANSCRIPT
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Its all about service!Presented by Mark A. Turnquest
www.markturnquestconsulting.com
CUSTOMER DELIGHT
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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
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YOU as a customer
I know you felt great when you
were satisfied as a Customer!
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YOU as a customer
I know you felt bad when you
were not satisfied as a Customer
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CUSTOMER SERVICE
101
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Types of Customers
Internal Customers
(Co-Workers)
External Customers
(Patrons , Suppliers)
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Internal Customer
An individual or a group of people you may
Interact / serve within the organization
Eg: IT, Cafeteria, Logistics, HR,Facilities, Housekeeping
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External Customer
Someone who comes to your organization
for products or servicesthe end customer
These customers depend on the timelines,
quality, and accuracy of your organizations
Work (Patrons, Suppliers)
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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 businessnot an outsider.
Do us a favor when they come in. We arent doing
them a favor by serving them.
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You Have To
Delight All Customers
COWORKERS
YOU
PATRONS
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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 fill them.
Deserves the most courteous attention we can give
them. They are the lifeblood of every business.
Who are Customers?
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Facts about Customers
The Customer is the business biggest asset
The Customer pays all our salaries wages andbonuses
The customer will go where he/she receives thebest attention
There is no profit, no growth, no jobs without thecustomer
Hence, You must be your customers best choice!
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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.
Facts about Customers
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9%
9%
13%
69%
Others
Product
DissatisfactionBetter Prices
Elsewhere
Poor Service
Why Customers leave?
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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
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What qualities are important
to our customers?
Accuracy
Friendliness
Timeliness Efficiency
Courtesy
Honesty
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1. QUALITY CUSTOMER SERVICE:Delivering exceptional acts or performances that
are consistentand valuable to customers!
2. CUSTOMER SATISFACTION:
The extent which products and services
perceived performances matchesa customers
expectation!
3. CUSTOMER DELIGHT:
Exceeding quality customer service and
customer satisfaction. Delivering a high level
of performance: surprising customers andmakin them EXCITED!
What is Customer Service ?
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CUSTOMER DELIGHT
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Customer Delight
Exceeding customers expectation isdelighting customers
The customer reacts with a wow inreturn for the product/service
Every interaction with the customer hasan opportunity to create delight
The challenge is to consistently maintainthe delight factor
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Excellent Service
Good Service
Bad Service
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Good Customer Service
Good service is when the customer gets
treatment that meets his/her expectations.
CustomerExpectation
What Customerreceives
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Bad Customer Service
Bad Service is when customer gets treatment
which is less than his/her expectations
CustomerExpectation
What Customerreceives
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Excellent Customer Service
When the customer gets a little more than what
he/she expected, Good Service becomes
Excellent Service
Customer
ExpectationWhat Customer
receives
+
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You Should Always know
Customer Requirements...
& Exceed IT Needs : Physical or Emotional
Good Feelings / Solution to Problems
Wants: Desires /Motivation
Expects: Perceived Satisfaction
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MOMENT OF TRUTH
Any point in interaction during which the
customer has an opportunity to form an
impression (negative or positive) about thecompany through its services
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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 Magicfor the customer
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MOMENT OF TRUTHSITUATIONS
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Complaint Handling
Appreciate/Thank the customer for sharing thecomplaint
Apologize for the error / mistake /inconvenience
Listen actively and nod from time to time
showing interest
Show EmpathyPut yourself in thecustomers place
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Resolve, if it is within your control. If not, bring itto the notice of your supervisors
If not solved immediately, take down thecustomers details (name, telephone number,address) to contact with the solution
Do follow up till the customer is satisfied
REMEMBER: Dont take customers complaintspersonally
Complaint Handling
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Different
Customers
&
Handling them
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Angry Customer
A slight mistake has made this
customer Mad.
How to handle?
Let the customer finish talking.
Dont interrupt.
Be firm and polite . Do not get
angry too
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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
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5 Ps
OF
CUSTOMER DELIGHT
Philosophy
People
ProductivityPhysicalEvidence
Process
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PHILOSOPHY
ELEMENTIN CUSTOMER SERVICE
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PHILOSOPHY
Articulated in Mission Statement
Engraved in Organizational Culture
Top Management Commitment
Customer Oriented Policies
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PHILOSOPHY
Compliant Handling System
After Sales Support System
Marketing Oriented Company
Customer Loyalty Program
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MARKETING
PHILOSOPHY
OPERATIONS
ACCOUNTING
HUMAN
RESOURCES
CUSTOMERS
Internal
External
PUT CUSTOMERS FIRST
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PEOPLE
ELEMEMTIN CUSTOMER SERVICE
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PEOPLE
CUSTOMER FOCUS PSYCHOLOGY
The Right Attitude
The Right Beliefs
The Right Behavior
CUSTOMER FOCUS SKILLS
Communication
Time Management
Decision-making
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PEOPLE
Portray a good
impression
Documents
Reports Meet Work
Standards
Get Along with
CustomersShow
Initiative
Respect Your
Supervisor
TEAM PLAYER MODEL
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PEOPLE:Team Player Model
DOCUMENT YOUR REPORTS
Always Write Down Information
Report Bad News
Write In Rough Draft First BeforePresenting Any Final Report
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PEOPLE:Team Player Model
PORTRAY A GOOD IMPRESSION
Present Good Grooming Habits
Be Appropriately Dress
Call In When Absent Or Late
Follow Company Policies
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PEOPLE:Team Player Model
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
PEOPLE
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PEOPLE:Team Player Model
GET 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
PEOPLE
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PEOPLE:Team Player Model
SHOW INITIATIVE
Always Be Ambitious
Be Innovative
Suggest Changes
Always Try To Solve Problems
Take Advantage of Opportunity
PEOPLE
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PEOPLE:Team Player Model
RESPECT YOUR SUPERVISOR
Calmly Present Your Disagreement To The
Supervisor
Accept His / Her Decisions Because One Day
You May Become A Supervisor
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PEOPLE
YOU MUST PERFECT
PPolite / Professional
EEfficient /Effective
RResponsive/ Reliable
F Friendly / Fair
E Enthusiastic / Energetic
C Competent / Caring
T Tactful / Tenacious
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PROCESS
ELEMENTIN CUSTOMER SERVICE
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PROCESS
CUSTOMER DELIGHT MODEL
Value Customers
Welcome Customers
Ask How To Help Customers
Listen To Customers
Delight Customers
Invite Customers Back
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PROCESS
VALUE CUSTOMERS
You must mentally prepare yourself to delight
customerson a consistent basis
Before welcoming customer, think:you are the
customeryou pay my salary, you make my job
possible,I must satisfy your needs, wants and
expectations
OC SS
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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 chanceto give a goodfirst impression
PROCESS
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PROCESSASK HOW TO HELP CUSTOMERS
Say: How can I assist / help you? Make the
customer feel comfortable
Ask probing questions: find out the customerexplicit needsand wants
Make sure ask the customer questions to get a
clear understanding of what he/she really wantsor the reason he/she contacted you
PROCESS
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PROCESSLISTEN TO CUSTOMERS
Be silent. Keep focus on customers. Do not
become preoccupied with anything else
Listen to determine what end - benefit theywant
or what problems he/she has
Attentive listeningconveys a message that youreally want to assistthe customer
PROCESS
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PROCESSDELIGHT CUSTOMERS
Give the customer good feelings/ solve his
problems, satisfy his needs & wants
Give the customer extra valuedelight
customers
Be prepared to deliver on your promises
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PHYSICAL EVIDENCE
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PHYSICAL EVIDENCE
STAFF APPEARANCE:Always look your Best
PHYSICAL EVIDENCE
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PHYSICAL EVIDENCE
BUILDING APPEARANCEEasy & Safe Access
PHYSICAL EVIDENCE
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PHYSICAL EVIDENCE
STATIONARY APPEARANCEVery Professional
PHYSICAL EVIDENCE
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PHYSICAL EVIDENCE
MAKETING APPEARANCE
Effectively Communicated
PHYSICAL EVIDENCE
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PHYSICAL EVIDENCE
EQUIPEMENT APPEARANCE
Customer Friendly
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PRODUCTIVITYELEMENT
IN CUSTOMER SERVICE
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The R.A.T.E.R Model
Reliable
Assurance
Tangibles
Empathy
Responsive
PRODUCTIVITY
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PRODUCTIVITYTHE 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 confidenceTANGIBLES Representing the service physically
EMPATHY The caring individualized attention you
provide your customers
RESPONSIVENESS Your willingness to help customers and to
provide prompt service
PRODUCTIVITY
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PRODUCTIVITY
THE R.A.T.E.R MODEL
TASK: Sending Out A Customers Statement
RELIABILITY Statement send out on 30thday
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
PRODUCTIVITY
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PRODUCTIVITYTHE R.A.T.E.R MODEL
Always Survey CustomersRELIABILITY 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)?
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CUSTOMER SERVICE
MODEL
Learn & Use
CUSTOMER DELIGHT MODEL
TEAM PLAYER MODEL
R.A.T.E.R. MODEL
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CUSTOMER DELIGHT MODEL
Value Customers
Welcome Customers
Ask How To Help Customers
Listen To Customers
Delight Customers
Invite Customers Back
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Portray a good
impression
Documents
Reports Meet Work
Standards
Get Along with
CustomersShow
Initiative
Respect Your
Supervisor
TEAM PLAYER MODEL
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How do your
Organization DelightCustomers?