Marching Towards Excellency in Customer Service. - Any organization can be 10,000 strong, but for the customer, the person handling the transaction is the organization. What's regularly missing, in our experience, is the spark between the customer and frontline staff members—the spark that helps transform wary or skeptical people into strong and committed brand followers. That spark and the emotionally driven behavior that creates it explain how great customer service we deliver.

1. Customer Service Marching Towards Excellency in Customer Service Prakash Narayan Shukla pnshukla@gmail.com

2. Exceptional Customer Service –that which leads to a level of "care" : Care and Concern for the Customer 2) Spontaneity and Flexibility of frontline workers, which enhances the ability for on-the-spot problem-solving. 3) Recovery: Making things right with the customer when the process has gone astray. Prakash Narayan Shukla

3. Chapter - I Customer Service Strategy – Building A Customer Centric Organization

4. Delivering a valuable and differentiated experience for customers is essential to any organization's strategy for growth and business survival. Consumers have an increasing range of choice: choice of supplier, choice of channel, choice of products and services. Their loyalty is determined by the quality of the experience they receive. In order for organizations to create and sustain competitive advantage there needs to be a clear strategy in place that meets their customers' demands and expectations. Customer Service Strategy - Building A Customer Centric Organization Prakash Narayan Shukla

5. How to Measure Strategic Success - Yesterday, Today and Tomorrow What does the organization offer the customer? - Do we deliver? What do your competitors do? - Better or differently? What does the 'voice of the customer' confirm? What do customers really want? What can the organization do to set itself apart from and above the competition? Setting agreed customer service standards that deliver the, levels and measures Ensuring customer retention through excellence in service Developing the processes that nurture customer brand loyalty Recording and monitoring customer service issues Putting in place processes to resolve customer dissatisfaction Prakash Narayan Shukla

6. Devising a Strategy to Respond to the Voice of the Customer Listen, act and deliver on customer needs Re-evaluate and re-align the customer experience in line with demand Using experience to re-shape the 'customer experience' Ensuring consistency at every customer 'touch point' Leading and motivating others to deliver superior service levels Prakash Narayan Shukla

7. Chapter - II Managing Your Team to Deliver Excellent Customer Service

8. Managing a customer service team is increasingly becoming a more demanding role. Customer service managers have to manage the individuals and the team in the face of ever increasing stressful situations, whilst at the same time ensuring the team stays motivated. We should equip ourselves as an individuals with the skills necessary to create and maintain a productive, customer focused climate Managing Your Team to Deliver Excellent Customer Service Prakash Narayan Shukla

9. Objectives Understand your role and responsibilities as a customer service manager. Develop a customer centric culture within your department Motivate, manage and lead your team and individuals to deliver high quality customer service standards. Coach and develop individuals to achieve objectives Handle difficult situations and people using empathy and feedback. Understand how to overcome barriers to communication. Ongoing measurement and monitoring to support improvements in the customer experience. Enhance the effectiveness/ performance of your team and the achievement of objectives and results Prakash Narayan Shukla

11. Your impact on individuals, behaviors and culture

12. Creating a customer centric culture within your department

14. Assertive team meetings and briefings

16. Coaching and giving feedback

17. Understand how employee experience mirrors the customer experience

18. Build commitment within your team to deliver quality service Prakash Narayan Shukla

20. Importance of understanding your organizations product and services

21. Identifying customers needs and issues

23. Reviewing performance against standards

26. What am I going to do to satisfy customer needsPrakash Narayan Shukla

27. Chapter - IV Effective Field Operation : Dealing Confidently with customers

28. Effective Field Operation - Dealing Confidently with customers Organizations are often judged by the first impression they make. The Field engineers represents the initial point of contact with the outside world, and as such is in a powerful position to enhance the way the company is perceived Prakash Narayan Shukla

29. Add value to customer relations and project your organization in a professional manner. Utilize a variety of skills and techniques which will enhance your interpersonal communications, both internally and externally. Develop effective listening skills. Understand how to take appropriate professional action when faced with difficult customers and 'awkward customers', or when handling queries and complaints. Appreciate your responsibility for enhancing customer relations and maintaining the 'quality' perception of your organization. Provide the highest level of internal customer service when taking and relaying messages and feedback Project a professional image and approach at all times. Objectives Prakash Narayan Shukla

31. Your role in representing your company/organization

32. Defining your customers and your responsibilities to them

33. The importance of first impressions

34. Projecting a professional image - being well presented

35. Maintaining a positive attitude

36. Dealing customers in a professional manner

37. Professional Communication Skills

38. Effective listening skills

39. Successful questioning techniques

40. Professional etiquette and effective verbal & Non Verbal communication

41. Powerful use of voice , language and Body gesture

42. Acting on every queries of customerFocus Prakash Narayan Shukla

44. Your conduct - what does it tell the customer about your company?

45. The importance of clarity and brevity in your communication – Verbal & Non Verbal

46. Dealing with difficult customers - remaining calm and professional

47. Getting the most from discussion with customer

48. Knowing your company’s business and standard of Operation

49. Being prepared at all times

50. Being Confident of your technical skills and performing practical operation.

51. Interpersonal Skills in the Field Engineers Role

52. Your self-image - how do others see you? Does this limit or enhance your performance?

53. Dealing with conflict and difficult situations Prakash Narayan Shukla

55. Understanding the principles of prioritization, planning and organization

56. Being well organized - getting the best from your systems and procedures

57. Understand your personal impact on customers.

58. Manage customer expectations.

59. Deliver a first class customer experience within a stressful environment.

60. Recognize how a change in your behavior can increase customer loyalty.

61. Customer Centric Focus

62. Finding out what your customers want and need

63. Putting customer needs first

64. Making the customer feel special and valued Prakash Narayan Shukla

66. What impression do you create?

67. Positive words, tone and body language

68. Establishing rapport

69. Looking to exceed customer expectations

70. Understanding Customer Requirements

71. Identifying the customer's real problem

72. Asking the right questions and understanding the issues

73. Showing real empathy - ensuring the customer feels listened to

74. Saying 'no' constructively

75. Exploring option and alternatives Prakash Narayan Shukla

77. Being on the 'firing line'

78. Extremes of behavior - aggressive, sociable, cautious

79. Understanding behavioral change

80. What to say/do - What not to say/do

81. Putting it into practice

82. Generating Customer loyalty

83. How can I influence customer loyalty?

84. Re-aligning my customer service approach

85. Achieving consistency in customer service quality Prakash Narayan Shukla

86. Thank Youpnshukla@gmail.comhttp://prakashnarayanshukla.webs.comwww.linkedin.com/in/pnshuklahttp://www.facebook.com/pnshukla