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Customer Service Certification Salamanca, Spain. Agenda Video (Workplace and Customer Service) Video (Workplace and Customer Service) Customer Service.

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Presentation on theme: "Customer Service Certification Salamanca, Spain. Agenda Video (Workplace and Customer Service) Video (Workplace and Customer Service) Customer Service."— Presentation transcript:

1 Customer Service Certification Salamanca, Spain

2 Agenda Video (Workplace and Customer Service) Video (Workplace and Customer Service) Customer Service Customer Service Questions and Answers Questions and Answers

3 NMHU Video Workplace Development Workplace Development School of Business Administration Students School of Business Administration Students Customer Service Role Playing Customer Service Role Playing

4 Customer Service Outline Importance of Customer Service Importance of Customer Service Study and Articles of Customer Service Study and Articles of Customer Service CS a Practical Approach CS a Practical Approach Steps of CS Improvement Steps of CS Improvement Conclusion and Recommendations Conclusion and Recommendations Phone Phone Face to Face Face to Face Facility Layout Facility Layout Discussion Discussion

5 Importance of Customer Service A customer must perceive that they are the most important person on our premises. The customer is not dependent on us in any way and we are not doing them a favor by serving them. They our doing us a favor by using our services (products) and giving us a chance to serve them.

6 Importance of Customer Service The Reality of Customer Service The Reality of Customer Service Bad service Bad service A person will tell 9 of 10 they meet about it A person will tell 9 of 10 they meet about it 13% tell an avg. of 20 13% tell an avg. of 20 Good service Good service A person will tell an average of 4 people about it A person will tell an average of 4 people about it Only 4% will ever complain about bad service. Only 4% will ever complain about bad service. For every 1 that reports poor service, 26 are unreported. For every 1 that reports poor service, 26 are unreported. What do you lose (1 person for a lifetime of sales and their referrals) What do you lose (1 person for a lifetime of sales and their referrals) What does a customer look for: What does a customer look for: Value = Fair Price+Quality+CS Value = Fair Price+Quality+CS

7 Importance of Customer Service Focus on the customer Focus on the customer 67% stop using a business due to indifferent employee treated them poorly 67% stop using a business due to indifferent employee treated them poorly Five time more likely to leave due to poor service than product quality Five time more likely to leave due to poor service than product quality 96% never complain about rude or discourteous service but…. 96% never complain about rude or discourteous service but…. 91% will never again buy from that business 91% will never again buy from that business Tell their horror story at least 9 times Tell their horror story at least 9 times 13% of them tell it at least 20 times 13% of them tell it at least 20 times It cost five times more to attract a new customer than keeping an existing one It cost five times more to attract a new customer than keeping an existing one

8 Importance of Customer Service If you lose... Spending $5 weekly Spending $10 weekly Spending $50 weekly Spending $100 weekly 1 customer a day 94,900189,800949,0001,898,000 5 customer a day 474,500949,0004,745,0009,490, customer a day 949,0001,898,0009,490,00018,980,000

9 Study and Articles of Customer Service Managements Commitment Managements Commitment Constant Constant Rewarded Rewarded Walk the talk Walk the talk Accountability Accountability Valued Valued Reinforce behavior with immediate recognition Reinforce behavior with immediate recognition

10 Study and Articles of Customer Service Employees Commitment Employees Commitment Accountability Accountability Consistent and fair w/ each other Consistent and fair w/ each other Positive Attitude Positive Attitude Owning our own behavior Owning our own behavior Professional vs. personal Professional vs. personal Serving the customer Serving the customer

11 Study and Articles of Customer Service Not a Program it is a Service Mindset Not a Program it is a Service Mindset Good Leaders treat their employee as customers Good Leaders treat their employee as customers After social exchange ask yourself how you would I have felt after the exchange. After social exchange ask yourself how you would I have felt after the exchange. A-to-Z of Customer Service (hand-out) A-to-Z of Customer Service (hand-out)

12 Practical Approach Seven Steps to Successful Customer Service Seven Steps to Successful Customer Service 1.Total Management Commitment 2. Get to Know Your Customers 3. Develop Standards and Service Quality Performance Quality Performance 4. Hire, Train and Compensate Staff Staff 5. Reward Service Accomplishments 6. Stay Close to Your Customers 7. Work Towards Continuous Improvement Improvement

13 Practical Approach 6 Steps to Great Customer Service 1. Drop Everything to Answer , Phone or Whatever… , Phone or Whatever… 2. Do a Little Extra 3. Keep Your Promises 4. Address Problems Immediately 5. Follow Up On Problems, Questions, Etc. Questions, Etc. 6. Personalize Communications

14 Practical Approach Customer Satisfaction in 7 Steps Customer Satisfaction in 7 Steps 1. Encourage Face to Face Dealings Dealings 2. Respond to Messages Promptly & Keep Your Clients Informed & Keep Your Clients Informed 3. Be Friendly and Approachable 4. Have a Clearly-Defined Customer Service Policy Service Policy 5. Attention to Detail 6. Anticipate Your Clients Needs & Go Out of Your Way to Help them Out Out of Your Way to Help them Out 7. Honor Your Promises

15 Practical Approach 12 Steps to Improving Quality of Customer Service 1. Adopt a Philosophy 2. Communicate and Practice the Philosophy 3. Establish External & Internal Customer Needs 4. Establish a System of Measuring, Monitoring, and Tracking Customer Satisfaction 5. Train Workers So That They Can Be of Maximum Assistance to Customers 6. Empower Workers to Make Some Decisions within the Locus of Their Work

16 Practical Approach 7. Use Employee Teams to Motivate and Encourage worker Participation 8. Involve Employees in Strategic Planning & Decision making Activity 9. Allow Workers to Participate in Designing Customer Contract Strategies 10. Establish a Written Customer Service Guarantee Policy 11. Cultivate a Physical Environment and Organizational Culture 12. Avoid Complacency at All Costs!

17 Practical Approach Six Steps to Excellent Customer Service Six Steps to Excellent Customer Service 1. Impress Prospects and Clients with Professional Proposals & Documents 2. Keep in Touch During the Project 3. Guarantee Your Work 4. Learn to Manage Complaints 5. After the Project is Completed, Give the Customer A Gift 6. Stay In Touch

18 Bottom Line of Customer Service When we reach out to our customers (empathy) When we reach out to our customers (empathy) When make our customers feel at home. When make our customers feel at home. When we make our customers feel they are getting their moneys worth – and more When we make our customers feel they are getting their moneys worth – and more When we show we care When we show we care When we give the right advise (they know that we know what we are talking about) When we give the right advise (they know that we know what we are talking about)

19 Bottom Line of Customer Service When we recognize our customers When we recognize our customers When we take responsibility When we take responsibility (raise the responsibility by what you expect) (raise the responsibility by what you expect) When we make our customers feel special When we make our customers feel special When we make mistakes we make it better than before we add value When we make mistakes we make it better than before we add value When we keep the promises we make When we keep the promises we make We say thank you clear and loud We say thank you clear and loud

20 Phone – Customer Service Did you know that a caller to your employment can tell and perceive your mood and even if there is a smile on your face by the tone of your voice. Did you know that a caller to your employment can tell and perceive your mood and even if there is a smile on your face by the tone of your voice. Phone Etiquette Phone Etiquette Companys name Companys name Employees name Employees name How may I (help, serve, assist) you How may I (help, serve, assist) you Listen Listen (jot the callers name down – and use the callers name in the discussion many times if possible) (jot the callers name down – and use the callers name in the discussion many times if possible) When wanting a different person (it is ok to ask – May I inquire as to whom is calling (and or the issue)? When wanting a different person (it is ok to ask – May I inquire as to whom is calling (and or the issue)? If placed on hold (example: Sorry for the wait that department is working on a deadline – May I please take a message If placed on hold (example: Sorry for the wait that department is working on a deadline – May I please take a message Transferring Calls (always give the call the extension number in case they need it later) Transferring Calls (always give the call the extension number in case they need it later) Thank them for calling! Thank them for calling!

21 Customer Service Factors

22 Face - Customer Service Face to Face Face to Face Respect Respect Kindness Kindness Consideration Consideration Empathy Empathy Friendly and effective service Friendly and effective service Honesty and feelings of pride Honesty and feelings of pride Use examples to assist customers Use examples to assist customers

23 Customer Service Factors

24 Facility - Customer Service Facility Layout Facility Layout Customer service area Customer service area Comfortable Comfortable Visional designation between work and customer area Visional designation between work and customer area Tickets Scheme Tickets Scheme Give employee all five tickets at start of the month Give employee all five tickets at start of the month Employees give their peers a ticket when they see them performing great Customer Service or going beyond the norm Employees give their peers a ticket when they see them performing great Customer Service or going beyond the norm Everything that you can use Everything that you can use Build trust with customers w/ service Build trust with customers w/ service Reinforce the need of treating customers right Reinforce the need of treating customers right

25 Conclusion/Recommendations Customer Service Area Customer Service Area Complete buy in by management and staff. Complete buy in by management and staff. Reward going the extra mile Reward going the extra mile Perception Fairness Perception Fairness


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