Delivering Service Excellence by Operational Excellence Consulting

© Operational Excellence Consulting. All rights reserved.© Operational Excellence Consulting. All rights reserved.
Delivering
Service Excellence

2© Operational Excellence Consulting. All rights reserved.
Learning Objectives
1. To instil in customer service professionals the
importance of delivering service excellence
2. To equip customer service professionals with
effective techniques and skills to provide
excellent service
3. To manage and handle customer interactions
and relationships
Copyrights of all the pictures used in this presentation are held by their respective owners.

Outline
1. Introduction to delivering service excellence
2. Managing myself
3. Identifying customer condition and establishing rapport
4. Determining customer needs and expectations
5. Effective communication techniques
6. Meeting and exceeding customer needs and
expectations
7. Satisfying customers in comfortable and difficult
conditions
NOTE: As this is a PREVIEW, only
selected slides are shown. To download
the complete presentation, please visit:
http://www.oeconsulting.com.sg

Introduction to Service Excellence
• Rising customer expectations
• Customer service is an important aspect of
doing business
• Customers are the reason for our existence
• Quality service as a competitive advantage
• The need to constantly create value for the
customer and improve customer satisfaction

Why Do 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

What Customer Service IS NOT
• Customer service is NOT
a smile campaign!
• Customer service IS:
 The quality of WHAT you
deliver, and
 HOW WELL you deliver

The Difference Between Customer
Service & Customer Satisfaction
Customer
Service
Customer
Satisfaction
Cause Effect

Characteristics of Excellent Service
• Especially pleasing because they are
unexpected
• Cost little or nothing
• Take little or no extra time
• Set us apart from competition
• Involve doing something better or in a more
personal way as opposed to giving something
additional

Customer Satisfaction Approach
APPROACH
•Identify Customer
Condition
•Establish Rapport
•Determine Needs
& Expectations
•Meet Needs &
Expectations
•Thank
•Follow-up
CUSTOMER
SERVICE
SKILLS
•Self-Management
•Observation
•Listen
•Question
•Empathize
•Explain
•Personalize
•Adapt
•Recover
Manage
Interaction
Conclude
Interaction
Open
Interaction
1 32

Four Service Dimensions
Service
Dimensions
Self-
Management
People
Flexibility
Job
Knowledge

© Operational Excellence Consulting. All rights reserved.
11
“Attitude is a little
thing that makes a
big difference.”
- Sir Winston Churchill

Displaying Customer Service Attitude
• Projecting confidence
• Thinking positive
• Using positive language
• Being enthusiastic
• Conveying speed or urgency
• Taking ownership or accountability
• Being courteous

Who Are Customers?(1)
• A Customer is a recipient of a product or service
• Customers are people who need your
assistance
• People who phone, people who walk-in, people
who write/email
• Customers are not an interruption to your job,
they are the reason you have a job

Who Are Customers?(2)
• External customers
 People outside your organization who pays for
your products and services
• Internal customers
 People inside your organization, e.g.
stakeholders, employees and shareholders

Observation Skills
• Helps us to identify customer
conditions
• Observation includes:
 Watching body language
 Listening for what is said and how
it is said
 Looking for cues that tell you what
you’re seeing and hearing may not
be in agreement

Customer Conditions
Condition
(Emotional
State)
Comfortable Indecisive Demanding Angry
Observation
• Smile
• Converse
• Relax
• Avoid
• Fidget
• Hesitate
• Demand
• Direct
• Assert
• Insult
• Argue
• Intimidate
Response • Appreciation
• Reassurance
• Clarity
• Action • Validation

How to Establish Positive Rapport?
• Greet the customer
• Smile
• Make eye contact
• Project a positive attitude
• Watch your sound and tone of
voice and body language
• Have a sense of urgency
• Personalize and adapt
• Thank the customer
• Follow up (if necessary)

Needs and Expectation
• Needs
 What a customer has to have
 More focused on job/technical dimension of
interaction
• Expectation
 What a customer likes to have
 More focused on the people dimension or how I get
what I need
 This is the customer’s “invisible report card”

Three Parts of Effective Listening
Focusing your full attention on
the other person
Hearing what is being said - both
the content and the feelings
Thinking about the meaning of
what is being said

4 Types of Questions
• Closed
• Open
• Fact-Finding
• Feeling-Finding

Empathy vs Sympathy
• Empathy
 Acknowledge a person’s feelings and his/her right
to feel that way
• Sympathy
 Agreeing with those feelings
• What are the negative consequences as a
result of sympathizing with a customer?

Tips for identifying, understanding and
anticipating customers’ needs
• Being sensitive to cultural
differences
• Knowing their time
requirements
• Being attentive
• Developing the skill to read
your customer and understand
what your customer may need
or want

Verbal & Non-verbal Communication
Verbal,
7%
Vocal,
38%
Body,
55%

Effective Face-to-Face Communication
Techniques
• Focused attention
• Eye contact
• Body language
• Check your physical appearance
• Clear, concise messages
• Active listening
• Respect cross-cultural preferences
• Feedback

Meeting Customer’s Needs &
Expectations
• Explaining your products, services, policies or
procedures
• Personalizing your service
• Adapting what you normally do and how you
normally do it to better meet the needs of your
customers

Two Parts of Personalizing
• Demonstrating that you think about the
customer as an individual
• Helps the customer know that the service was
given by you or your organization instead of
another service provider or competitor
How can we personalize our service?

Why Personalize?
• Is the way to differentiate the service (“brand”)
you provide
• You are saying to your customers:
 I am proud of what I do and I want to be personally
associated with it
 I am confident enough that I am willing to “put my
name on it”
 I want you to remember my service as something
special that you only get when you do business with
me and my organisation

Definition of Adapting
• Making a connection with customers by doing
things in ways that are most appropriate to them
as individuals

Two Kinds of Adapting
• Adapting the
organisation to make
a better connection
with the customer
• Adapting yourself to
make a better
connection with the
customer

Why Ask for Expression of Satisfaction?
• Know what is on customer’s “invisible report
card”
• Make sure they are not left either dissatisfied or
in the zone of indifference
• Provide opportunity to make an adjustment if
they are not satisfied

Customer Condition: Indecisive
• Need reassurance and clarity
• Our self-talk
 Be patient, supportive, confident
 Non-judgmental
 Be sensitive
 Be reassuring
• Use closed questions to determine needs and
expectations
• Show that you care about them and willing to
extend all the time they need

Customer Condition: Demanding
• Need immediate action
• Expect you to do what they tell or ask you to do,
now
• Our self-talk
 Be co-operative, efficient, confident and assertive
 Not defensive, competitive
• Make customer feel important
• Keeping customer informed

Customer Condition: Angry
• Need validation that they have a right to be
angry and to express it
• Focus our self-talk on:
 Our intent/commitment to solve the problem
 Need to manage the interaction, not the anger
 Need to continuously listen, validate and understand
 Reinforcing that customer doesn’t have a problem
• Asking “feeling-finding” questions
• Offer ongoing support

5-Step Recovery Skills
1. ACKNOWLEDGE the situation and the
discomfort
2. APOLOGIZE for the discomfort
3. ACCEPT responsibility for helping the
customer
4. ADJUST to solve the problem
5. ASSURE the problem has been solved

About Operational Excellence
Consulting

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

END OF PARTIAL PREVIEW
For more of our training presentations,
please visit:
www.oeconsulting.com.sg

Delivering Service Excellence by Operational Excellence Consulting

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