service excellence
DESCRIPTION
Service Excellence SPDTRANSCRIPT
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LEADING THROUGH SERVICE EXCELLENCE
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Your vision
“ To create a brand as the best person in
customer services”
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Competing on the strength of Customer Care
Quality of people is the only inimitable competitive edge
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How ICICI Bank of India became Number 1?
Any examples from Pakistan
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Why customers come to us?
A customer comes to a us when he has a problem or a need and he
expects us to provide him a solution of his problem or satisfaction of his need.
He would be willing to pay a service fee if the problem or need is resolved to his satisfaction.
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What is your role?
I am a solution provider
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Value of front staff?
If CEO, CFO or GMs are not in their offices, how much impact will be felt by your customers
What about if Tellers, GBOs, CSM or RMs are not in the branch?
So who is more important for customers?
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How is value created in a bank
Every time a customer interacts with a bank staff, value is created for the organization.
The quality of interaction determines if that value will be 0 or 100.
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Challenges in Customer Services
• People are unpredictable• Face to Face encounter • Multiple interaction• Double jeopardy• Multi-tasking • Emotional labor
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Benefits of working in Customer Services
• Inner satisfaction • Emotional Intelligence • Mastery in Communication • Solution orientation• Decision making • People handling skills• Negotiation skills• Team working ability
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How you choose to serve each customer is a strategic decision
Each customer that you interact with has a potential to make your branch a successful in business or destroy its reputation.
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What does a customer expects from a service oriented banker
Courteous
Accurate Responsive
Ownership Transparent (fees, rates,
policies)
“ACTOR”
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HOW IS QUALITY PERCEIVED BY CUSTOMERS?
Quality = Performance Expectations
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Customer Loyalty vs. Satisfaction
CustomerExpectations
Not meetingexpectations
Meetingexpectations
Exceedingexpectation
Customer Satisfaction
Dissatisfaction
Satisfaction, but“taken for granted”
Enthusiasm &Surprise
CustomerLoyalty
Defection
Variety Seeking
Customer Loyalty
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ALWAYSUNDERPROMISE
ANDOVER DELIVER
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How to give remarkable and consistent service all the time
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Service Standard # 1
Operational Excellence
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Personal Excellence Target
Do it Right the first time, every time!
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Service Standard # 2
People Excellence
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The Problem – Person Link
Good Process
Bad Process
Good Individual level service
Bad Individual level service
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Service Standard # 3
Proactive Service
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Service Standard # 4
Amicable Problem Resolution
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Service Standard # 5
Remarkable Response on phone
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Service Standard # 6
Neat and comfortable environment
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How can I move from being a transaction oriented to an experience oriented banker?
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Customer Services is Teamwork
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Developing Rapport with Customers
Productive Relationship
with Customers
Excellent Verbal Communication Skills
Excellent Listening Skills
Excellent Non-Verbal Communication Skills
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Use non-verbal communication to SOFTEN
S = Smile O = Open Posture F = Forward Lean T = Touch, only if
appropriate E = Eye Contact N = Nod
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Listening Skills
L = Look (at the other person)
I = Inquire (ask questions to clarify)
S = Summarize (what you understood)
T = Take notes
E = Encourage (by nodding)
N = Neutralize (your feeling or biases)
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Attitude
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Negative Attitude Positive Attitude
You are late, there’s nothing I can do after branch is closed
Sorry that‘s not our policy, so I can’t help you
Ask my manager, I am not authorized to tell
It’s not my fault if system is slow
You have called the wrong department, call again and get the correct extension
No! You are mistaken I did not give you wrong information
First you come late and then you rush us to hurry up
I am human too and I can get stressed and upset also.
That’s not my job, you should go to the credit card department
This T-24 system doesn’t care if you have a plane to catch
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What would be the behavior of people with this attitude…. !
I hate this job and as soon as I get another one I will quit?
Most of my customers are rude and ill-mannered.
I only get paid to do my work not get abused by customers
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PASSIVE
AVERAGE
PROACTIVE
What is my service level?
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Fantastic Service EquationGreeting the Customer +Determining Needs +Meeting Needs +Making the Moment Memorable +Checking Results +Leaving the Door Open +
= Fantastic Service
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A REAL CASE STUDYFANTASTIC SERVICE TO DIFFICULT CUSTOMERS
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HANDLING CUSTOMERS’ PROBLEMS
FOR MOST OF THE CUSTOMER, THE PROBLEM BEING FACED IS NOT AN ISSUE BUT HOW IT IS HANLDED, MAKES IT AN ISSUE
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Cost of a Negative Experience…Some facts
On average, customers who have had a bad experience will tell at least 9 other people.
For every customer who complains, there are 26 other customers who have had similar
problems.
96% of the customers who have had a bad experience will not complain… 90% of these
customers will not return.
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GM Customer Complaint
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How to handle Disgruntled and Angry Customers
DOS’Listen with the intent to understand.
Speak slowly and wait a few seconds before responding.
Be assertive - not aggressive or passiveKeep the focus on the issue, not the customer’s
behaviorTake customer away from the scene
Apologize sincerely
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6 Things to Avoid With Angry Customers
DONTS’Don't make threats
Don't argueDon't make the customer feel helpless
Don't take it personally Don't tell a customer he/she is wrong
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Commitment to excellence Write 5 or more things that you will do from
tomorrow to implement the learning from this session and become the most proactive and customer oriented professional
I will………………….