WELCOME

TO

VAIBHAV CORPORATE

CRE TRAINING MODULE

Effective Customer Service

Key Objective
To assist you to be aware of the significance of customer care and to identify how your performance can impact on the customer experience. Discover techniques to cultivate and maintain special customer relationships. Learn to identify and analyze customer needs and problems. Recognize the most common reasons for customer complaints. Assess your communication style and use two-way communication skills to level with people, to accept feedback from them, and to discuss problems.
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Session 1:
What is Customer Service? Definition of Customer Service Customer Expectations Benefits of good Customer Service Customer Awareness Bold Goals Moments of Truth

What is Customer Service?

Please define
CUSTOMER SERVICE in your own words...

Definition of Customer Service

Feeling concern and interest in someone who has entered a business to buy a product or obtain a service. Customer service is the ability to provide a service or product in the way that it has been promised Customer Service is a phrase that is used to describe the process of taking care of our customers in a positive manner"

Definition of Customer Service

Customer Service is any contact between a customer and a company, that causes a negative or positive perception by a customer Customer Service is the commitment to providing value added services to external and internal customers, including attitude knowledge, technical support and quality of service in a timely manner Customer service is a proactive attitude that can be summed up as: I care and I can do. This brings out the fact that a person can be a customer without having to spend money.

Basic rule of Customer Service

Put yourself in the customers shoes; see the situation as they do. Customer service is about treating others as you would like to be treated yourself

CREs Responsibilities

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CREs Responsibilities

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CREs Responsibilities

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Moments of Truth
Each time you meet a customer, or potential customer, there is a chance to make a positive impression on that person. These encounters can be described as "Moments of Truth".

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Moments of Truth
It is important to identify when these Moments of Truth occur and to manage them to ensure you make the best possible impression on the customer
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Benefits of excellent Customer Care?

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Benefits of excellent Customer Service

Feel good factor is high/enjoy going to work

Improved reputation

Return/ repeat business

Happy boss

Fewer complaints Improved team spirit, staff morale and motivation

Greater chance of word of mouth advertising
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Less stress for mgt and staff More enjoyable work atmosphere

Greater job security Greater staff loyalty and retention

Improved communication within the business

Do You Know Why Customers Leave?

1% die.

3% move away.
5% develop other relationships.

9% leave for competitive reasons.

14% are dissatisfied with product or service. 68% leave because of rude or discourteous service.
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Common Excuses For Service Lapses:

I can't deal with people who do not

show me respect.

How can we do a good job if the

other departments do not provide the back-up we need?

I am having a bad day.

People are basically stupid.

I am always too busy.
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Common Excuses For Service Lapses:

I don't have enough time.
I don't get paid to be nice. I am

measured by my productivity and accuracy. computer is always down? today.

How can we do a good job if the

Every customer is totally bonkers

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True Story...
Not all that long ago there were four people named Everybody, Somebody, Anybody and Nobody.
There was an important job to be done and Everybody was asked to do it. Everybody was sure that Somebody would do it. Anybody could have done it, but Nobody did it.

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Somebody got very angry about that, because it was Everybodys job. Everybody thought Anybody could do it but Nobody realised that Everybody would not do it.
It ended up that Everybody blamed Somebody Nobody did what Anybody could have done. when

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The Customer SAYS.

. . . Greet me.
. . . Value me. . . . Help me. . . . Listen to me. . . . Invite me back.
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What skills do we need to use?

Attitude Appearance Communication-listening, talking, reading, writing Observation of standards and body language Assertiveness

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Customer Care Skills

There are 8 main customer care skills that need to be displayed when serving the customer

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8 Customer Care Skills

1. 2. 3. 4. 5. 6. 7. 8. Appearance Observation Listening Body language and facial expression Talking Assertiveness Attitude Behaviour
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Appearance
The appearance of yourself and the other members of staff in your team will say a lot about the standards within your operation.
Remember: You are only as strong as the weakest link in your staff chain.

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Observation
Its easy to miss shortfalls in standards because of familiarity. Keep your eyes open.
Try to stand back and look at your workplace in an objective way.

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Listening: The Four Basic Communication skills

Listening Speaking Reading

Writing

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Listening
If we fail to listen to the customer they will feel that we do not really care about them and therefore not return.
The 2 main ways of active listening are: 1. Physically attentive 2. Mentally attentive

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Physically Attentive
Face the speaker Maintain eye contact Maintain an open posture Lean towards the speaker Stay relatively relaxed

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Mentally attentive
Listen to what is being said: Listen for the central theme rather than the facts Keep an open mind Think ahead Analyse and evaluate Do not interrupt Interpret a tone of voice Evaluate the non-verbal signs
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Body Language & Facial Expression

Reading and understanding body language is an essential part of listening. If our body language does not reflect the words that we are using then the customer will not believe us.
i.e.. Non-verbal behaviour

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Understanding a message
60 50 40 30 Message 20 10 0 Words Nonverbal

Words: 10% Tone, pitch, volume: 35% Non-verbal behaviour: 55%

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Identify expressions
Eyes up avoiding contact Looking down Arms folded Arms outstretched Upright/good posture Face set

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Talking
When talking to the customer we must Acknowledge the customer as soon as possible!

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Talking
When talking to the customer we must not
Discuss politics, religion, gossip Complain about the company Moan, moan and moan again! Talk over the customers head!

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Assertiveness
When dealing with customers there are 3 types of behaviour we can employ: 1. Aggressiveness 2. Assertiveness 3. Submissiveness

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Attitude & Behaviour

The way we behave with customers is all important. We must display a positive approach and be courteous at all times.

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Remember
Each customer is an individual. Be enthusiastic-its infectious! Courtesy costs nothing Treat people as individuals. Use their name.

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Session 3: Making it Happen

Reviewing our current position Making improvements Setting standards Key tests of good Customer Care What if it all goes wrong? Handling complaints

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Key Test of Good Customer Care:

Keep your service promise Positive employee attitudes Being in the know The 5 second telephone response
Proactive Communicatio n Documentatio n response within 2 days

Five minute maximum waiting time Systems reliability Immaculate Appearance

Honesty and openness Attention to detail

Little Extras

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Ask yourself
How can we apply the Customer Care Key Tests?? What other ways can feedback be obtained?

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Set Standards
By putting procedures in place all customers will be dealt with in a professional and efficient manner Thus ensuring you have a satisfied customer network

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Examples
You should have answers to common queries at hand Promises to customers must be realistic and acted upon within the agreed time frame Customer must be notified of delays

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When dealing with a complaint

Do... Show empathy/concern Use their name if you can Listen Take notes Let them make their case Ask questions to clarify detail Confirm with them that you have got it right
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Do... Gather your version of events before replying Tell them what you propose to do Ensure they are happy See it as an opportunity to cement the relationship and encourage more business

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When dealing with a complaint

Do Not
Say its not my fault Say youre the fifth today to complain about that Interrupt Jump to conclusions

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Do not
Accept responsibility until you are sure its your fault Be patronising Argue Lose your temper Blame others

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The Listen Technique

Lend an ear to the customers problem-do not interrupt Identify the important points Sympathise- Im sorry acknowledges something went wrong-not taking the blame Thank the customer for taking the time to tell you what happened Explain what can be done Now act quickly-dont give further cause for complaint!
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Language
Sometimes the words that are used in communication cause the message to be misinterpreted. This can happen if imprecise words are used e.g. sort of or things also technical jargon can be confusing if it is unfamiliar to the other person.

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Customer Service Language

AVOID NEGATIVE LANGUAGE - Possibly-maybe-perhaps - We might be able to do this - I hope that will be ok USE POSITIVE LANGUAGE - I am sure that will be sufficient - I know we can get that for you - I am certain you will be pleased with this
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Avoid certain words

TRY This implies that you are unsure of whether you can do something use the word ensure instead it is positive and commits you to action which your customer will believe
Use the word Please at the start of a sentence rather than at the end of it as it becomes an order at the end of a sentence
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Avoid certain words

OK sounds bland, automatic and disengaged Use Certainly , this conveys warmth and interest in delighting your customer Avoid the word busy , your customer should never feel that you are too busy to look after his/her needs. Try saying I will look into this and come back to you
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Learning Points...

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