Customer Service Basics by Operational Excellence Consulting

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Training presentation on the basics of customer service. Learn the ABC's and 123's of customer service. To download this presentation, visit: https://www.oeconsulting.com.sg

Business Education

© Operational Excellence Consulting. All rights reserved.
Customer
Service
Basics
© Operational Excellence Consulting. All rights reserved.

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Objective
• To understand the basics
of customer service
NOTE: This is a PARTIAL PREVIEW. To
download the complete presentation, please visit:
http://www.oeconsulting.com.sg

© Operational Excellence Consulting. All rights reserved. 3
Outline
• The ABC’s of customer service
• The 123’s of customer service

© Operational Excellence Consulting. All rights reserved.
ABC’s of Customer Service
1

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ABC’s of Customer Service
• A – Attitude
• B – Business knowledge
• C – Customer-orientation

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A – Attitude
• Your attitude matters
• Your tone of voice
• How you say things
• Your body language
• Don’t be too casual

© Operational Excellence Consulting. All rights reserved. 7
B – Business Knowledge
• Are you knowledgeable?
 You are the person with
expertise
 Your knowledge of products/
services
 Demonstrate – show and tell
 Your knowledge of company’s
policies and procedures

© Operational Excellence Consulting. All rights reserved. 8
B – Business Knowledge
• Do you have proper tools?
 When you start work:
 Pull up customer database
 Have easy access to customer
files
 Ensure equipment are functional
 Is your work area organized
and neat?
 Is your appearance
professional?

© Operational Excellence Consulting. All rights reserved.
123’s of Customer Service
2

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123’s of Customer Service
• Deal with 1 customer at a time
• Customer service is a 2-way exchange
• Solve or identify issue in 3 minutes (or less)

© Operational Excellence Consulting. All rights reserved. 11
Deal with 1 customer at a time
• Concentrate only on
serving the customer
 Don’t get distracted
• Be personal
• Don’t let bad experiences
carry over
• Easy access to customer
information

© Operational Excellence Consulting. All rights reserved. 12
Customer service is a 2-way exchange
• Assure customer
• Listen actively
• Be honest
 Let the customer know what
you can do for him/her
• Ask questions
 Close questions
 Use closed-ended questions to
control the situation
 Open questions

© Operational Excellence Consulting. All rights reserved. 13
Summary
• The ABC’s of Customer Service
 A – Attitude
 B – Business knowledge
 C – Customer-orientation
• The 123’s of Customer Service
 Deal with 1 customer at a time
 Customer service is a 2-way exchange
 Solve or identify issue in 3 minutes (or less)

© Operational Excellence Consulting. All rights reserved.
About
Operational Excellence
Consulting

© Operational Excellence Consulting. All rights reserved. 15
About Operational Excellence
Consulting
• Operational Excellence Consulting is a management
training and consulting firm that assists organizations in
improving business performance and effectiveness.
• The firm’s mission is to create business value for
organizations through innovative operational excellence
management training and consulting solutions.
• OEC takes a unique “beyond the tools” approach to enable
clients develop internal capabilities and cultural
transformation to achieve sustainable world-class excellence
and competitive advantage. For more information, please visit
www.oeconsulting.com.sg

© Operational Excellence Consulting. All rights reserved.
END OF PREVIEW
To download this presentation,
please visit:
www.oeconsulting.com.sg

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Operational Excellence Consulting

[To download this poster, visit: https://www.oeconsulting.com.sg/training-presentations] Jidoka, a fundamental pillar of Lean manufacturing and the Toyota Production System (TPS), is a concept that revolutionizes how we approach quality control in manufacturing. Derived from Japanese, "Jidoka" translates to "automation with a human touch." It represents a powerful strategy for building quality into the production process, thereby enhancing product quality, reducing waste, and fostering more efficient and reliable manufacturing practices. What is Jidoka? Jidoka is a manufacturing philosophy that seamlessly blends automation and human intervention. It encompasses the automatic detection of problems (automation) and empowers humans to intervene when necessary (autonomy). Benefits to Practitioners of Lean Manufacturing: 1. Improved Product Quality: Jidoka's focus on early defect detection ensures that faulty products are identified and addressed promptly, preventing the production of defective goods. 2. Reduced Waste: By catching defects early in the production process, Jidoka minimizes rework, scrap, and the consumption of additional resources, contributing to waste reduction. 3. Enhanced Efficiency: Jidoka optimizes processes by prioritizing quality over quantity, leading to more streamlined and reliable manufacturing operations. 4. Empowerment of Workers: Jidoka empowers frontline workers by enabling them to take immediate action when issues arise, promoting a culture of continuous improvement. The Four Steps of Jidoka: Jidoka consists of four essential steps, each contributing to its overarching goal of enhancing quality and efficiency: 1. Detect the Abnormality: - Goal: Identify deviations from the standard process. - Key Activities: Implement Poka-yoke devices, use time as a detection mechanism, and employ visual controls like andon and Kanban for immediate problem signaling. 2. Stop Production: - Goal: Halt production immediately upon detecting an abnormality. - Key Activities: Initiate manual or automatic stoppage of the process to prevent the production of defective goods. 3. Fix the Problem at the Source: - Goal: Address the root cause of the issue and ensure production can resume smoothly. - Key Activities: Fix or correct the abnormal condition, implement temporary countermeasures, and make decisions at the lowest possible organizational level. 4. Implement Countermeasures: - Goal: Prevent the recurrence of the abnormality and foster continuous improvement. - Key Activities: Investigate the root cause of the problem, install permanent countermeasures, and prioritize efforts for ongoing process enhancement.

Four Steps of Jidoka Poster

Operational Excellence Consulting

[To download this poster, visit: https://www.oeconsulting.com.sg/training-presentations] The Build-Measure-Learn process is a fundamental concept within the Lean Startup methodology, developed by Eric Ries. It represents an iterative and systematic approach to developing and growing a startup or innovative project. This process prioritizes rapid experimentation, data-driven decision-making, and continuous validation of hypotheses. It consists of three interconnected phases: Build, Measure, and Learn. Benefits: - Efficiency: The Build-Measure-Learn process encourages the creation of a Minimum Viable Product (MVP), which helps startups avoid building elaborate products or services that may not find a market fit. This efficiency conserves resources and minimizes waste. - Risk Mitigation: By releasing an MVP and gathering real-world data early in the development process, startups can identify and address issues, reducing the risk of investing significant time and resources into an unviable idea. - Customer-Centricity: This process places a strong emphasis on understanding customer needs and behaviors. By continuously collecting and analyzing data, startups can tailor their products or strategies to meet customer expectations more effectively. - Iterative Improvement: The iterative nature of Build-Measure-Learn allows for rapid adjustments and refinements based on feedback and insights. Startups can pivot (make significant changes) or persevere (build upon what works) with greater confidence. - Innovation: It fosters a culture of innovation and experimentation within the organization, as teams are encouraged to explore new ideas and adapt to changing market conditions.

Lean Startup: Build-Measure-Learn Process Poster

Operational Excellence Consulting

[To download this poster, visit: https://www.oeconsulting.com.sg/training-presentations] In the dynamic world of marketing, understanding the intricacies of consumer behavior and crafting effective strategies to engage potential customers is paramount. One such invaluable framework that has stood the test of time is the AIDA model. AIDA, which stands for Attention, Interest, Desire, and Action, serves as a foundational cornerstone in the art and science of marketing. Defining AIDA: AIDA represents a carefully structured sequence of stages that individuals traverse on their journey from being unaware of a product or service to becoming active customers. Here's a break down each element: - Attention: This is the inception stage where marketers strive to capture the fleeting attention of their target audience. It's about creating a spark, a momentary pause, amidst the cacophony of information bombarding consumers daily. - Interest: Once attention is secured, marketers delve deeper into engaging the audience. They strive to nurture this initial curiosity into genuine interest by providing relevant information and compelling narratives. - Desire: Building upon interest, the desire stage aims to stoke the flames of want within potential customers. Here, marketers employ persuasive techniques to showcase how their product or service can make a tangible and positive impact on the lives of consumers. - Action: The culmination of the AIDA journey is the action stage. At this point, marketers leverage the accumulated attention, interest, and desire to prompt a specific action from the consumer--typically, making a purchase or taking a significant step towards a brand or product. Benefits of the AIDA Model: The AIDA model offers several benefits to marketers and businesses: - Clarity: It provides a clear and structured framework for understanding the customer journey, allowing marketers to align their efforts accordingly. - Segmentation: AIDA enables marketers to tailor their messaging to different stages of the funnel, ensuring relevance at every point in the customer's decision-making process. - Measurability: By identifying which stage of the funnel needs improvement, marketers can measure the effectiveness of their campaigns and make data-driven adjustments.

AIDA Marketing Model Poster

Operational Excellence Consulting

[Note: To download this poster, visit: https://www.oeconsulting.com.sg/training-presentations] One-Point Lessons stand as a cornerstone activity within an Autonomous Maintenance (AM) program, a vital component of Total Productive Maintenance (TPM). These concise, self-study guides embody the spirit of continuous improvement on the shopfloor. At their core, One-Point Lessons are designed to transfer essential knowledge and skills among team members, enabling them to become autonomous problem-solvers and proactive contributors to operational excellence. However, common mistakes can hinder their effectiveness. Three key errors to avoid include: 1. Insufficient Clarity: Ensuring that the lesson's purpose and content are crystal clear is essential, as unclear lessons can lead to confusion among learners. 2. Information Overload: Overwhelming the audience with excessive data can dilute the lesson's impact and hinder effective learning. 3. Lack of Adaptability: Customizing lessons to address specific workplace needs is crucial. Using generic content without personalization reduces the relevance and effectiveness of the lesson. What Is a One-Point Lesson? A One-Point Lesson is a compact, 5-10 minute learning resource meticulously created by your very own team members. It focuses intensely on a single facet of equipment, machinery, or work processes. These lessons are crafted to offer clarity and simplicity, ensuring that every learner grasps the essential insights required to excel in their roles. Purposes of One-Point Lesson: One-Point Lessons serve three fundamental purposes within the context of Total Productive Maintenance (TPM) and Autonomous Maintenance (AM) programs: - First, they are invaluable tools for sharpening equipment-related knowledge and skills among team members, bridging knowledge gaps, and ensuring that everyone possesses the essential know-how needed for daily production tasks. - Second, One-Point Lessons provide a means to efficiently communicate critical information when it is most needed, enabling proactive problem-solving and reducing downtime. - Finally, these lessons play a pivotal role in enhancing the overall performance of the entire team, fostering a culture of continuous improvement and driving excellence on the shopfloor. The One-Point Lessons Poster include the following: 1. What is a One-Point Lesson? 2. Three Purposes of One-Point Lessons. 3. Three Categories of One-Point Lessons. 4. How to Prepare a One-Point Lesson. 5. Tips for Writing Effective Lessons.

TPM: One-Point Lessons Poster

Operational Excellence Consulting

[To download this poster, visit: https://www.oeconsulting.com.sg/training-presentations] The 4Ms, also known as Man, Method, Machine, and Material, are a systematic framework used in process analysis and improvement across various industries. These four critical elements provide a structured approach to understanding, evaluating, and optimizing processes within an organization. Definition of the 4Ms: - Man: This represents the human element involved in a process or task. It encompasses the skills, knowledge, training, and experience of individuals performing the work. - Method: Method refers to the procedures, techniques, and processes used to complete a task or achieve a specific goal. It examines how work is organized and executed. - Machine: Machine includes the equipment, tools, technology, and machinery used in a process. This category covers both hardware and software components essential to the operation. - Material: Material involves the raw materials, components, and resources required to produce a product or deliver a service. It also considers the quality and availability of materials. The 4M Framework poster is available in two distinct themes: a vibrant color scheme and a professional monochrome version. In both formats, the poster comes in a convenient PDF as well as an editable PPTX format, enabling effortless printing on A3/A4-sized paper from standard office copier machines. This versatile resource can be prominently displayed on employee workstations or distributed alongside problem solving training materials. Furthermore, the 4M Framework poster is an ideal supplement to Lean-related training presentations. It serves as a valuable takeaway, summarizing the core principles of problem solving and root cause analysis and reinforcing the key takeaways from your training.

4M Analysis Poster

Operational Excellence Consulting

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