Presentation by :Deepak Sood

What is Customer Service ?

• The process of ensuring customer satisfaction with a product or service.

• Often, customer service takes place while performing a

transaction for the customer, such as making a sale or returning an item.

• Customer service can take the form of an in-person interaction, a phone call, self-service systems, or by other means.

Objectives

Today we will learn how to:• Communicate effectively with customers

• Create a positive impression

• Develop and maintain customer service standards

• Plan good customer service

Here are some tips on how you can communicate more effectively with customers : Listen actively : Be involved with and react to what the other person is

saying, either via a nod, or an "I see," or a paraphrase of the other person's statements. You'll strengthen your own understanding and make a better impression.

Beware of interrupting : Be careful about interrupting others, particularly your customers. They'll be especially upset if, while they're explaining a problem, you interrupt them and start offering a solution.

Use positive instead of negative statements : Your customers are more interested in your capabilities than in your limitations. In other words, they're interested in what you can do, rather than what you can't do. The way you say things to them influences how they perceive you and your department.

Communicating Effectively with Customers

Create a positive impression

What attitudes assist in providing good service?

• Enjoy helping people• Handle people well• Care for your customers• Give fair and equal treatment to all• Be understanding of people with special needs

Skills for Customer Service

• Know about your organisation• Process/Product Knowledge • Communicate well• Be consistent• Be organized• Know your place in the team and be a team player

• Greeting Customers:

The purpose is to create and maintain a welcoming environment –

How can we achieve this ?

• Be attentive, acknowledge a person as soon as they appear,even if you’re busy

• SMILE!• Establish eye contact• Tell them your name• Ask how you can help• Give the customer your full attention• Be polite and courteous

Plan good customer service :

Establishing Rapport :

• Practice greeting someone• Make the customer feel comfortable• Make the customer feel important and valued• Use empathy

Find out how You can Help

• How can you find out what people want?• If you can’t help, what should you do?• Offer alternatives if possible• If they have to wait, how would you handle it?