CUSTOMER SERVICE

TRAINING PRESENTATION

Created for : Interswitch

Scope of the Customer Service Course

The programme will cover: The roles of Customer Service and the contexts in which it is employed work Customer Service definition and principles Customer Service in the global marketplace environment and operations Telephone skills E-mail skills First Impressions How to deal with various customers

Aims of the Customer Service Course

The objective of this programme is to equip learners with important knowledge and skills to help them to: Contribute to the businesss overall aim of maintaining and raising service and performance levels Uphold business policies Provide appropriate and reliable support to the business customers Work as a team to meet the business goals and targets

Introduction to Customer Service

There is only one boss, and whether a person shines shoes for a living or heads up the biggest corporation in the world, the boss remains the same. It is the customer! The customer is the person who pays everyones salary and who decides whether a business is going to succeed or fail. In fact, the customer can fire everybody in the company from the chairman (CEO) on down, and he can do it simply by spending his money somewhere else. Literally everything we do, every concept perceived, every technology developed and associate employed, is directed with this one objective clearly in mind pleasing the customer. Sam M. Walton, CEO Wal-Mart

Customer Service in the Global Marketplace

Whats the big deal about customer service? Why has it gained so much prominence in the last couple of decades? Why do companies structure their strategies around it? What risk is there in the ignorance/avoidance or refusal to employ customer service?

Three key elements of Customer Service

Expand your definition of service Find out who your customers are Develop a customer friendly approach

What Customer Service Means

Customer Service means providing a quality product or service that satisfies the needs/wants of a customer and keeps them coming back

What GOOD Customer Service Means it means: continued success, increased profits, higher job satisfaction, improved company or organization morale, better teamwork, and market expansion of services/products.

Customer Service Activity

List some places that you love doing business with. What do you enjoy about doing business with them? What are their staff like? What is their venue like?

Describe their CUSTOMER SERVICE

Customer Service Activity (ctd)

List some places that you do not like doing business with. What do you dislike about doing business with them? What are their staff like? What is their venue/office like?

Describe their CUSTOMER SERVICE

Customer Service Activity (ctd)

What drives the first group to give that level of service?.

What causes the second group not to?

The differentiator is -

REMEMBER!! Good customer service results in consumer satisfaction and return customers and growth in business.

Poor customer service, except for monopolistic strongholds, generally results in consumer dissatisfaction, lack of returning customers and dwindling business.

Professional Qualities in Customer Service

Friendliness the most basic and associated with courtesy and politeness. Empathy the customer needs to know that the service provider appreciates their wants and circumstances. Fairness the customer wants to feel they receive adequate attention and reasonable answers. Control the customer wants to feel his/her wants and input has influence on the outcome. Information customers want to know about products and services but in a pertinent and time-sensitive manner.

Good Information can be Good Customer Service

It is crucial for information to be disseminated as speedily and accurately as possible for the provision of stellar service .
What information do you need to be effective and successful in your new role? What information do you need from your manager? What information will your customers require of you? What information will your team-mates require of you?

REMEMBER!! External Customer Service starts with internal Customer Service

Some interesting Customer Service statistics

Customers will spend up to 10% more for the same product with better service. When customers receive good service they tell 10-12 people on average. When customers receive poor service they tell upwards of 20 people. There is an 82% chance customers will repurchase from a company where they were satisfied. There is a 91% chance that poor service will dissuade a customer from ever going back to a company.

Quick tips to help satisfy your customers!

SMILE MAINTAIN EYE CONTACT DRESS PRESENTABLY SHAKE HANDS APPROPRIATELY PAY ATTENTION!!! TONE OF VOICE HAND GESTURES PERSONAL SPACE POSTURE OBSERVATION

BLITZ REVIEW!!
WRITE DOWN 5 THINGS THAT YOU HAVE LEARNED ABOUT CUSTOMER SERVICES TODAY. IF YOUR COLLEAGUE HAS ALREADY MENTIONED SOMETHING,YOU NEED TO REPLACE YOUR POINT WITH ANOTHER ONE!!