Customer Service handbook

1. Customer Service

2. Customer Service
Objectives of the program:
 Who is a customer
 Identify your customer- Internal and External
 What quality characteristics are important for
Customer service
 How to create positive memorable experiences
for all customers

3. Caring Customer Service
Outcomes of this module are:
 Identify different kinds of customer
contact
 Demonstrate and use Caring Responses
 Create and use a series of Caring
Responses

4. Customer Service
You are among the growing group of
people who have joined a service
organization dedicated to meet needs of
others. The expectations today are very
high because customers expectations for
service have increased tremendously

5. Reactions
 What is often surprising is how long these
reactions last
 Good & bad customer care can arouse
powerful emotions
 Benefits- remarkable or disastrous
 Opportunity- retain/ lose customers & gain/
lose several more
 Research shows that someone who has had a
bad customer experience will tell at least 10
other people

6. Customer Service
Who are Customers?
 People who receive my output
 People who pay me
 They are the reason why I do my job
 People who want to avail my company’s
services

7. Foundation of Customer Service
Customers are of two types:
 Internal
 External

8. Foundation of Customer Service
Internal customer:
 Group of people you may serve within the
organization.
External customer:
 “someone who depends on the timeliness,
quality, and accuracy of someone else’s work.”
These are customers who come to your
organization for some services or products.
 You are a customer of others within an
organization and you also have customers.

9. Customer Service
What quality characteristics are important
to your customers?
 Accuracy
 Friendliness
 Timeliness
 Efficiency
 Courtesy
 Honesty

10. Why is Service so Difficult to
Define Accurately?
 It is not tangible
 It cant be measured/ weighed
 It is more emotional than rational
 You can sell it, but you cannot give a
customer a sample to take & show to
another
 Having given it, the customer may not
have acquired anything

11. Customer Service
Core service and Customer service
 Core Service: is the service or product your
organization provides to its customers- your
“reason for being”
 Customer Service: includes all of the
interactions you have with a customer while
you are conducting the business

12. Service can be Divided into
two main types:
MATERIAL:
 Price, Quantity, Quality, Type of equipment,
Routines, Working method, Manning etc.
PERSONAL:
 It is personal service which upgrades a
neutral impression about a service to a good
impression.
 A honest smile & full personal attention will
work wonders even if material service breaks
down.

13. In any Interaction
Human level
(to fulfill current human needs)
Business level
(to accomplish external purposes and
objectives)

14. Customer Service
The four things the Customer wants:
 Friendly, caring service:
 Being interested
 Giving information
 Listening carefully
 Answering questions
 Warm friendly responses at all times especially
when customers are upset or have concerns
 Flexibility: Customer want the person to
“jiggle” the system to make it work for them.
They don’t want to hear “No”

15. Customer Service
The four things the Customer wants:
 Problem resolution:
 Business problems
 Non-business problem
 Recovery: If and when mistake is made,
customer wants you to take care of it
quickly and to their satisfaction
 Apology
 Fix it
 Extra Step
 Follow up

16. Moments Of Truth
 A moment of truth is any point in the
interaction during which the customer
has an opportunity to gain an
impression of the service provided by
the company
 Research has shown that it takes on
average 12 shining moments of truth
to compensate for one dull moment of
truth

17. Caring Responses
The Caring responses are skills that
can be used all the time, not just when
customers are upset. The four skills
are:
 Acknowledging
 Appreciating
 Affirming
 Assuring

18. Dont’s
 Don’t Forget
 Don’t Hesitate
 I will try
 Unfortunately
 Free
 Discount
 Sadly
 We cant do that
 Just a second

19. Dont’s
 I am afraid
 I don’t know
 Cost problem
 Don’t worry
 No problem
 But
 You will have to
 It’s a policy

20. The Benefits of Good
Customer Service
Personal Benefits WIFM:
 Less stress
 Higher efficiency
 More job satisfaction
Organizational Benefits:
 Key to survival and success
 Motivated teamwork
 Cost effective
 Adds to the company bottom line

21. Some Startling Statistics
 Only 4% of customers actually complain
 For every complaint you receive there are
26 unattended
 Around 75% of the complaining customers
will do business with you again, if you act
quickly
 It costs 5-6 times more to attract new
customers than to keep old ones

22. Surprised?
Out of the entire customers you lost:
 1% die
 3% move away
 9% go away for cheaper prices
 19% are chronic customers
 68% leave due to bad service

23. So Most Of All
Customers go elsewhere because the
people they deal with are indifferent to
their needs 68%.

24. The two types of Customer
Service
 Reactive Customer Service
 Proactive Customer Service

25. Reactive Customer Service
Starts after receiving a complaint.
Moves on to solving the complaint.
Usually is a one time activity.
Basically we wait till the time complaints come.
 Uncaring
 Unresponsive
 Uninvolved
 Rude
 In general, they under-deliver customer
service

26. Proactive Customer Service
 Starts at the time of customer making
the purchase
 Makes buying a pleasant experience
 Reduces the waiting time
 Delivers service more efficiently
 Increases customer retention
 Lesser complaints
 The Bottom Line- does wonders for
you and your company

27. Winner/ Loser Tapes
LOSER TAPES WINNER TAPES
There are so many The customer is
customer problems the reason we are
here
The back room is How to organize
disorganized the back room

28. Winner/ Loser Tapes
LOSER TAPES WINNER TAPES
The customer just How can we use
doesn’t understand this information to
gain revenue/
credibility by
educating the
customer
I have too much Having lots to do make
work to do time fly

29. GUEST
 G- Greet the customers
 U- Understand customer needs
 E- Explain features and benefits
 S- Suggest additional items
 T- Thank the customer

30. Three Styles of
Communication
 Aggressive communication:
Communication becomes aggressive
when we stand up for our rights in
such a way that the other persons
rights are violated. It leads to a close
down in communication.

31. Three Styles of
Communication
 Submissive communication:
When we use submissive
communication we fail to stand up for
our rights or we express them in a way
that allows others to easily disregard
them. It leads to win lose
communication, where neither party is
satisfied.

32. Three Styles of
Communication
 Assertive communication:
It involves standing up for our own
rights in a way that it does not violate
the rights of others.

33. Customer Service Attitude
 Work – as if money is not important,
 Trust – as if never been ditched,
 Dance – as if nobody is watching,
 Love – as if never been hurt………..

34. Customer Service Attitude
“Thank you for calling Customer Service.
If you are calm and rational, press 1.
If you are a whiner, press 2.
If you are a hot head, press 3…….

35. Customer Service Attitude
Customer Service is
80% Attitude
&
20% Technique

36. What is Customer Service
Attitude……….?
“Customer Service Attitude is the inherent
ability to look at every interaction with the
customer as an opportunity for customer
delight and service excellence”

37. Displaying Customer Service
Attitude
 Projecting Confidence
 Thinking Positive
 Using Positive Language
 Being Enthusiastic
 Conveying Speed or urgency
 Taking Ownership or accountability
 Being Courteous

38. CONFIDENCE
“ Who has Confidence in himself will gain
the confidence of others”

39. Thinking Positive
Our beliefs fuel our actions.
Positive beliefs lead to positive actions
and negative beliefs lead to negative
actions.

40. Using positive language!
The way you express yourself will affect
whether your message is received positively
or negatively

41. Conveying Speed or Urgency
Your problem is important

42. Taking Ownership
To the customer you are the Company

43. Courtesy
Please
Politeness goes far yet costs nothing
Thank you

44. A customer is not dependent upon
us……….
We are dependent upon him for our living

45. A customer is not a cold statistic.
He is flesh and blood human being with
emotions and prejudices just like our own

46. Best Model
 B: Being the customer interaction
Gauge mood
Build rapport
 E: Establish the customers agenda
Ask open and closed ended questions
Be quiet
Listen actively
Probe for specifics
Paraphrase

47. Best Model
 S : Satisfy the customer’s needs.
Generate more than one option
Consider the customer’s perspective
 T: Thank the customer and verify the
next step
Thank the customer
Verify who will do what by when

48. When we learn to appreciate one
another’s differences, we become more
willing to listen, more open to new ides
and more eager to grow.
Birds of different feathers come flocking
to
us- we have to work together with them.

49. Good Customer Service rests
on 3 P’s
People
Process Product