customer service certification salamanca, spain. agenda video (workplace and customer service) video...
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Customer Service Customer Service CertificationCertification
Salamanca, Spain Salamanca, Spain
AgendaAgenda
Video Video (Workplace and Customer Service)(Workplace and Customer Service)
Customer ServiceCustomer Service Questions and AnswersQuestions and Answers
NMHU VideoNMHU Video
Workplace DevelopmentWorkplace Development
School of Business School of Business Administration Students Administration Students Customer Service Role PlayingCustomer Service Role Playing
Customer Service OutlineCustomer Service Outline
Importance of Customer ServiceImportance of Customer Service
Study and Articles of Customer ServiceStudy and Articles of Customer Service
CS a Practical ApproachCS a Practical Approach Steps of CS ImprovementSteps of CS Improvement
Conclusion and RecommendationsConclusion and Recommendations PhonePhone Face to FaceFace to Face Facility LayoutFacility Layout DiscussionDiscussion
Importance of Customer ServiceImportance of Customer Service
A customer must perceive that they are the A customer must perceive that they are the most important person on our premises. The most important person on our premises. The customer is not dependent on us in any way customer is not dependent on us in any way and we are not doing them a favor by serving and we are not doing them a favor by serving them. They our doing us a favor by using our them. They our doing us a favor by using our services (products) and giving us a chance to services (products) and giving us a chance to serve them.serve them.
Importance of Customer ServiceImportance of Customer Service
The Reality of Customer ServiceThe Reality of Customer Service Bad service Bad service
A person will tell 9 of 10 they meet about itA person will tell 9 of 10 they meet about it 13% tell an avg. of 2013% tell an avg. of 20
Good service Good service A person will tell an average of 4 people about itA person will tell an average of 4 people about it
Only 4% will ever complain about bad service.Only 4% will ever complain about bad service. For every 1 that reports poor service, 26 are For every 1 that reports poor service, 26 are
unreported.unreported. What do you lose What do you lose (1 person for a lifetime of sales and (1 person for a lifetime of sales and
their referrals)their referrals)
What does a customer look for:What does a customer look for: Value = Fair Price+Quality+CSValue = Fair Price+Quality+CS
Importance of Customer ServiceImportance of Customer Service
Focus on the customerFocus on the customer 67% stop using a business due to 67% stop using a business due to
indifferent employee treated them poorlyindifferent employee treated them poorly Five time more likely to leave due to Five time more likely to leave due to
poor service than product quality poor service than product quality 96% never complain about rude or 96% never complain about rude or
discourteous service but….discourteous service but…. 91% will never again buy from that business91% will never again buy from that business Tell their “horror story” at least 9 timesTell their “horror story” at least 9 times 13% of them tell it at least 20 times13% of them tell it at least 20 times
It cost five times more to attract a It cost five times more to attract a new customer than keeping an new customer than keeping an existing one existing one
Importance of Customer ServiceImportance of Customer Service
If you lose ...If you lose ... Spending Spending
$5 weekly$5 weekly
Spending Spending
$10 weekly$10 weekly
Spending Spending
$50 weekly$50 weekly
Spending Spending
$100 weekly$100 weekly
1 customer a day1 customer a day 94,90094,900 189,800189,800 949,000949,000 1,898,0001,898,000
5 customer a day5 customer a day 474,500474,500 949,000949,000 4,745,0004,745,000 9,490,0009,490,000
10 customer a day10 customer a day 949,000949,000 1,898,0001,898,000 9,490,0009,490,000 18,980,00018,980,000
Study and Articles of Customer ServiceStudy and Articles of Customer Service
Management’s CommitmentManagement’s Commitment ConstantConstant RewardedRewarded Walk the talkWalk the talk AccountabilityAccountability ValuedValued Reinforce behavior with immediate Reinforce behavior with immediate
recognitionrecognition
Study and Articles of Customer ServiceStudy and Articles of Customer Service
Employee’s CommitmentEmployee’s Commitment AccountabilityAccountability Consistent and fair w/ each otherConsistent and fair w/ each other Positive AttitudePositive Attitude Owning our own behaviorOwning our own behavior Professional vs. personalProfessional vs. personal Serving the customerServing the customer
Study and Articles of Customer ServiceStudy and Articles of Customer Service
Not a Program it is a Service MindsetNot a Program it is a Service Mindset Good Leaders treat their employee as Good Leaders treat their employee as
customerscustomers After social exchange ask yourself how you After social exchange ask yourself how you
would I have felt after the exchange.would I have felt after the exchange. A-to-Z of Customer Service (hand-out)A-to-Z of Customer Service (hand-out)
Practical ApproachPractical Approach Seven Steps to Successful Seven Steps to Successful
Customer ServiceCustomer Service1.Total Management Commitment1.Total Management Commitment2. Get to Know Your Customers2. Get to Know Your Customers3. Develop Standards and Service 3. Develop Standards and Service
Quality PerformanceQuality Performance4. Hire, Train and Compensate 4. Hire, Train and Compensate
StaffStaff5. Reward Service Accomplishments5. Reward Service Accomplishments6. Stay Close to Your Customers6. Stay Close to Your Customers7. Work Towards Continuous 7. Work Towards Continuous
ImprovementImprovement
Practical ApproachPractical Approach
6 Steps to Great Customer Service6 Steps to Great Customer Service1. Drop Everything to Answer 1. Drop Everything to Answer
Email, Phone or Whatever…Email, Phone or Whatever…
2. Do a Little Extra2. Do a Little Extra
3. Keep Your Promises3. Keep Your Promises
4. Address Problems Immediately4. Address Problems Immediately
5. Follow Up On Problems, 5. Follow Up On Problems,
Questions, Etc. Questions, Etc.
6. Personalize Communications6. Personalize Communications
Practical ApproachPractical Approach
Customer Satisfaction in 7 StepsCustomer Satisfaction in 7 Steps1. Encourage Face to Face 1. Encourage Face to Face DealingsDealings2. Respond to Messages Promptly 2. Respond to Messages Promptly & Keep Your Clients Informed& Keep Your Clients Informed3. Be Friendly and Approachable3. Be Friendly and Approachable4. Have a Clearly-Defined Customer 4. Have a Clearly-Defined Customer Service PolicyService Policy5. Attention to Detail5. Attention to Detail6. Anticipate Your Client’s Needs & Go 6. Anticipate Your Client’s Needs & Go Out of Your Way to Help them Out Out of Your Way to Help them Out 7. Honor Your Promises7. Honor Your Promises
Practical ApproachPractical Approach12 Steps to Improving 12 Steps to Improving Quality of Customer ServiceQuality of Customer Service
1.1. Adopt a PhilosophyAdopt a Philosophy2.2. Communicate and Practice the PhilosophyCommunicate and Practice the Philosophy3.3. Establish External & Internal Customer Establish External & Internal Customer
NeedsNeeds4.4. Establish a System of Measuring, Establish a System of Measuring,
Monitoring, and Tracking Customer Monitoring, and Tracking Customer SatisfactionSatisfaction
5.5. Train Workers So That They Can Be of Train Workers So That They Can Be of Maximum Assistance to CustomersMaximum Assistance to Customers
6.6. Empower Workers to Make Some Decisions Empower Workers to Make Some Decisions within the Locus of Their Workwithin the Locus of Their Work
Practical ApproachPractical Approach
7.7. Use Employee Teams to Motivate and Use Employee Teams to Motivate and Encourage worker ParticipationEncourage worker Participation
8.8. Involve Employees in Strategic Involve Employees in Strategic Planning & Decision making ActivityPlanning & Decision making Activity
9.9. Allow Workers to Participate in Allow Workers to Participate in Designing Customer Contract Designing Customer Contract StrategiesStrategies
10.10. Establish a Written Customer Service Establish a Written Customer Service Guarantee PolicyGuarantee Policy
11.11. Cultivate a Physical Environment and Cultivate a Physical Environment and Organizational CultureOrganizational Culture
12.12. Avoid Complacency at All Costs!Avoid Complacency at All Costs!
Practical ApproachPractical Approach
Six Steps to Excellent Customer ServiceSix Steps to Excellent Customer Service
1. Impress Prospects and Clients with 1. Impress Prospects and Clients with Professional Proposals & DocumentsProfessional Proposals & Documents2. Keep in Touch During the Project2. Keep in Touch During the Project3. Guarantee Your Work3. Guarantee Your Work4. Learn to Manage Complaints4. Learn to Manage Complaints5. After the Project is Completed, Give the 5. After the Project is Completed, Give the Customer A GiftCustomer A Gift6. Stay In Touch6. Stay In Touch
Bottom Line of Customer ServiceBottom Line of Customer Service
When we reach out to our customers When we reach out to our customers (empathy)(empathy)
When make our customers feel at When make our customers feel at home.home.
When we make our customers feel When we make our customers feel they are getting their money’s worth they are getting their money’s worth – and more– and more
When we show we careWhen we show we care When we give the right advise (they When we give the right advise (they
know that we know what we are know that we know what we are talking about)talking about)
Bottom Line of Customer ServiceBottom Line of Customer Service
When we recognize our customersWhen we recognize our customers When we take responsibilityWhen we take responsibility
(raise the responsibility by what you (raise the responsibility by what you expect)expect)
When we make our customers feel When we make our customers feel specialspecial
When we make mistakes we make it When we make mistakes we make it better than before we add valuebetter than before we add value
When we keep the promises we makeWhen we keep the promises we make We say thank you clear and loud We say thank you clear and loud
Phone – Customer ServicePhone – Customer Service Did you know that a caller to your Did you know that a caller to your
employment can tell and perceive your employment can tell and perceive your mood and even if there is a smile on your mood and even if there is a smile on your face by the tone of your voice.face by the tone of your voice.
Phone EtiquettePhone Etiquette Company’s nameCompany’s name Employee’s nameEmployee’s name How may I (help, serve, assist) youHow may I (help, serve, assist) you ListenListen
(jot the callers name down – and use the callers (jot the callers name down – and use the callers name in the discussion many times if possible)name in the discussion many times if possible)
When wanting a different person (it is ok to ask – When wanting a different person (it is ok to ask – May I inquire as to whom is calling (and or the May I inquire as to whom is calling (and or the issue)? issue)?
If placed on hold (example: Sorry for the wait that If placed on hold (example: Sorry for the wait that department is working on a deadline – May I department is working on a deadline – May I please take a messageplease take a message
Transferring Calls (always give the call the Transferring Calls (always give the call the extension number in case they need it later)extension number in case they need it later)
Thank them for calling!Thank them for calling!
Customer Service FactorsCustomer Service Factors
Telephone Service
87%
13%
Tone of Voice
Content
Face - Customer Service Face - Customer Service
Face to FaceFace to Face RespectRespect KindnessKindness ConsiderationConsideration EmpathyEmpathy Friendly and effective serviceFriendly and effective service Honesty and feelings of prideHonesty and feelings of pride Use examples to assist customersUse examples to assist customers
Customer Service FactorsCustomer Service Factors
Face to Face
55%38%
7%
Body Language
Tone of Voice
Content
Facility - Customer ServiceFacility - Customer Service
Facility LayoutFacility Layout Customer service areaCustomer service area
ComfortableComfortable Visional designation between work and customer Visional designation between work and customer
areaarea Tickets Scheme Tickets Scheme
Give employee all five tickets at start of the Give employee all five tickets at start of the monthmonth
Employees give their peers a ticket when they Employees give their peers a ticket when they see them performing great Customer Service or see them performing great Customer Service or “going beyond the norm”“going beyond the norm”
Everything that you can useEverything that you can use Build trust with customers w/ service Build trust with customers w/ service Reinforce the need of treating customers rightReinforce the need of treating customers right
Conclusion/RecommendationsConclusion/Recommendations
Customer Service AreaCustomer Service Area
Complete buy in by management Complete buy in by management and staff.and staff.
Reward going the extra mileReward going the extra mile
Perception FairnessPerception Fairness