Customer Customer serviceservice

Dr . Ihab NadaDr . Ihab Nada

DOE , MSKMCDOE , MSKMC

What is Good Customer What is Good Customer Service?Service?

The ability of a The ability of a person to use person to use their knowledge, their knowledge, expertise and expertise and proficiency to proficiency to attend the needs attend the needs of any customer, of any customer, either personally either personally or through any or through any other means.other means.

Customer Service Customer Service Skills Skills

skills needed to skills needed to successfully complete any successfully complete any customer interaction, customer interaction, whether it be in person, whether it be in person, via phone, or onlinevia phone, or online

WHY DO WE LOSE WHY DO WE LOSE CUSTOMERSCUSTOMERS??

Because theyBecause they die die 0.6 % 0.6 %

BecauseBecause theythey movemove to anotherto another other place other place 0.9 %0.9 %

Because ofBecause of loyaltyloyalty 1.3 %1.3 %

Because ofBecause of PRICE PRICE 6.9 %6.9 %

Because ofBecause of QUALITY QUALITY 15.2 % 15.2 %

Because ofBecause of BADBAD SERVICSERVICE E 75.1 %75.1 %

BadBad attentionattention couldcould bebe offeredoffered by:by:

AA Director, Director, Security Security guard, guard, Nurse, DoctorNurse, Doctor, Assistant, , Assistant, Clerk etc.Clerk etc.

Who Are Our Who Are Our Customers?Customers?

Who Are Our Who Are Our Customers?Customers?

Who Are Our Who Are Our Customers?Customers?

Who Are Our Who Are Our Customers?Customers?

CustomerCustomer PerspectivePerspective

SERVICESERVICEQUALITYQUALITYVALUEVALUECONFICONFIDENCE-TRUSTDENCE-TRUST

What are key elements of What are key elements of GOOD Customer Service?GOOD Customer Service?

RespectRespect

KindnessKindness

UnderstandingUnderstanding

TrustTrust

Good CommunicationGood Communication

Who would you want to Who would you want to deal with?deal with?

Product KnowledgeProduct Knowledge

The best customer service The best customer service representatives are the ones who have representatives are the ones who have a firm understanding of their a firm understanding of their company's products and services. company's products and services. These representatives understand the These representatives understand the processes and procedures and can processes and procedures and can easily explain them to otherseasily explain them to others

They are able to assist customers They are able to assist customers quickly and efficientlyquickly and efficiently

Communication and Communication and Listening SkillsListening Skills

Strong communication and listening skills Strong communication and listening skills complement product knowledge and enable complement product knowledge and enable you to provide clear instruction and you to provide clear instruction and assistance.assistance.

Your verbal communication should be clear Your verbal communication should be clear and include proper word selection.and include proper word selection.

Your tone should be pleasant and friendly. Your tone should be pleasant and friendly.

You must listen to the customer, ensure that You must listen to the customer, ensure that you clearly understand the question or you clearly understand the question or concern, and respond in an effective concern, and respond in an effective manner.manner.

Good service...

X-ray

Here are the Tablets while the Doctor looks at the x-ray

Can I have water to take it with?

I will get it for you

Some times we believe we are offering a good service

OK, now please put the tablets in the bucket to soften the cast

What happened?What happened?

CourtesyCourtesy

Customer service representatives Customer service representatives need to be courteous at all times. need to be courteous at all times.

Employers do not want customers to Employers do not want customers to be subject to rude customer service be subject to rude customer service agents, even if the customer is the agents, even if the customer is the aggressor. aggressor.

Good customer service agents are Good customer service agents are able to keep a level head and continue able to keep a level head and continue being polite and helpful, no matter being polite and helpful, no matter what the customer says or doeswhat the customer says or does

Problem-Solving SkillsProblem-Solving Skills

A large portion of a customer A large portion of a customer service involves resolving service involves resolving customer issuescustomer issues

You must be able to analyze You must be able to analyze information, identify the issue information, identify the issue and resolve the situation in a and resolve the situation in a timely fashiontimely fashion

Good problem solvers know how Good problem solvers know how to utilize their resources to utilize their resources

Ability to Make Fast, Ability to Make Fast, Autonomous DecisionsAutonomous Decisions

Customer service agents have to be able Customer service agents have to be able to make fast decisions to help customers to make fast decisions to help customers and solve problems. and solve problems.

This requires thinking on your feet This requires thinking on your feet without the guidance of a supervisor to without the guidance of a supervisor to get things resolved as fast as possible.get things resolved as fast as possible.

Customers appreciate having to deal Customers appreciate having to deal with only one person so employers look with only one person so employers look for people who can make the right for people who can make the right decision at the right time without decision at the right time without escalating the matter to a managerescalating the matter to a manager

ProfessionalismProfessionalism

Professionalism is an integral part Professionalism is an integral part of customer interactionof customer interaction

Customer service representatives Customer service representatives represent their company and their represent their company and their products to the public.products to the public.

You must be respectful, You must be respectful, courteous and demonstrate courteous and demonstrate confidence in your company and confidence in your company and its productsits products

Action-Oriented Action-Oriented Multi-Task ManagerMulti-Task Manager

Customer service often involves Customer service often involves completing several tasks completing several tasks simultaneouslysimultaneously

Representatives must be action-Representatives must be action-oriented oriented

Work effectively both Work effectively both independently and in a team independently and in a team environment.environment.

ConfidenceConfidence

If the customer feels that you are not If the customer feels that you are not confident about your information, confident about your information, decisions or resolutions, he might decisions or resolutions, he might question your integrity and abilityquestion your integrity and ability

Develop your confidence by Develop your confidence by increasing your product knowledge increasing your product knowledge and having a strong understanding of and having a strong understanding of your responsibilities and your your responsibilities and your company's procedurescompany's procedures

What are key elements of What are key elements of GOOD Customer Service?GOOD Customer Service?

actively serve customers actively serve customers

resolve issuesresolve issues

initiate changes initiate changes

teach co-workers teach co-workers

Handling Customer Handling Customer ComplaintsComplaints

B.L.A.S.T.B.L.A.S.T.

B- BelieveB- Believe

L- ListenL- Listen

A- ApologizeA- Apologize

S- SatisfyS- Satisfy

T- ThankT- Thank

BelieveBelieve

This is the cornerstone of handling a This is the cornerstone of handling a customer complaint. Yes, the customer may customer complaint. Yes, the customer may be lying and be incorrect about their be lying and be incorrect about their situation. It is important to understand that situation. It is important to understand that your customer believes that your your customer believes that your establishment has wronged them.establishment has wronged them.

ListenListen

Stop and listen to your customer's complaintStop and listen to your customer's complaint

Take a second, relax, and listen. On occasion a Take a second, relax, and listen. On occasion a complaining customer will be rude, angry, and complaining customer will be rude, angry, and use vulgar language, stay the course and use vulgar language, stay the course and remain calm remain calm

When the customer is done venting; in a calm, When the customer is done venting; in a calm, non-judgmental tone, repeat their problemnon-judgmental tone, repeat their problem

No excuses, just solutions!No excuses, just solutions!

ApologizeApologize

Always apologize even if you did nothing Always apologize even if you did nothing wrong. wrong.

A sincere apology will usually diffuse a lot A sincere apology will usually diffuse a lot of frustration that the customer has.of frustration that the customer has.

SatisfySatisfy

Make it right. Ask the customer "What can I Make it right. Ask the customer "What can I do to make this right for you"? Be the judge do to make this right for you"? Be the judge of what is fair of course, but allow them the of what is fair of course, but allow them the opportunity to feel empowered over the opportunity to feel empowered over the situation. situation.

ThankThank

At the beginning, at the end, in the middle; At the beginning, at the end, in the middle; it doesn't matter, thank the customer for it doesn't matter, thank the customer for calling, writing or communicating and calling, writing or communicating and complaining.complaining.

A happy customer will tell two or three A happy customer will tell two or three friends about a good experience, but an friends about a good experience, but an unhappy customer will tell at least ten unhappy customer will tell at least ten friends about their experience and it always friends about their experience and it always multiplies through word of mouth.multiplies through word of mouth.

And…….And…….

Maintain calm regardless Maintain calm regardless of customers' or co-of customers' or co-workers’ attitudesworkers’ attitudes

CooperationCooperation

Thank You!Thank You!