exceptional customer service training
TRANSCRIPT
Exceptional Customer Service Training
FlyBeyond Consulting Ltd
Outline
Introduction Dealing with Displeased Customers Steps to Problem Solving Service Pride Being Assertive
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“Your most unhappy customers are your greatest source of
learning”
Bill Gates
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What Customers Expect from YOU
SERVICE VALUE FOR THIER MONEY RESPECT GIVE ATTENTION VALUE THEM TREAT THEM LIKE KINGS AND QUEENS
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Why Customer become Difficult
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Managing Displeased Customer
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Deal with the person’s FEELINGSApologize
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Put yourself in customer’s ShoesShow Empathy
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Don’t be DefensiveIt doesn’t matter if you are right or wrong
Listen
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Ask QuestionsThis will help you understand customers feelingSummarize what customer said just to be sure you get customer
correctlyFind out exactly what the customer wants
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Suggest a SolutionDon’t over promise.
Ask customer if pleased with your suggestion before you go ahead
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Service Pride
Building team spirit by creating good working environment where every employees feel great about the job and about themselves.
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• Building Service Pride
• Staff Motivation• Encourage staff interaction• Training• Culture integration• Increase Staff responsibility
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• Pride in Service
Pride in Service to me means taking personal pride in my work and to help my customers by solving problems and being a good business
partner to them, in any way possible.“
Tom Johnson, Interstate Companies
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• Pride in Service
"See the guy who just walked in needing your help? He’s the one who writes and signs our paychecks. Better see
what we can do for him."Nick Clawson, Interstate Companies
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• Pride in Service
"Pride in service means finding our success in the success of our customers."
David Hunt,
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Being Assertive
Being assertive is usually viewed as a healthier communication style. Being assertive offers many benefits. It helps you keep people from walking all over you. On the flip side, it can also help you from steamrolling others.
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Gain Confidence and self-esteemCreate win-win situationEarn respect from othersCreate honest relationshipImprove decision making skills
Benefits
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Understand yourselfUse ‘I’ statementsPractice saying noUse body languageMaster emotion controls
Becoming assertive- DIY
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CLOSING
“Customers don’t expect you to be perfect. They do expect you to fix things
when they go wrong.” ~ Donald Porter
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Questions and Answers