Presentation on theme: "Customer Service: A Practical Approach"— Presentation transcript:
1 Customer Service: A Practical Approach Fifth EditionElaine K. Harris
2 The Challenges of Customer Service Chapter 2:The Challenges of Customer Service
3 Barriers to Excellent Customer Service: LazinessPoor communication skillsPoor time managementAttitudeMoodinessLack of adequate trainingInability to handle stressInsufficient authorityServicing customers on autopilotInadequate staffing
4 Expectations:Our personal vision of the result that will come from our experience.
5 Levels of Expectations Primary expectations: the customer’s most basic requirements of an interaction.Secondary expectations: Expectations based on our previous experiences that are enhancements to our primary expectations.
6 Scope of Influence:Our ability to influence others based on our perceptions or experiences.
7 Reputation Management: The process of identifying how a company is perceived and establishing a action plan to correct, maintain, or enhance the company’s reputation.
8 A company with a good reputation Is very responsive to customersIs a company you can trustDelivers on its promises to customersProvides excellent value to customersHas excellent communicationsIs ethical and honestConducts business in a human/caring wayHas excellent top managementIs able to adapt to changes in the industry
9 A company with a good reputation (continued) Is a good citizenIs a progressive companyIs cooperativeHas a record of strong financial performanceTreats employees with respectIs a technological leader in the industryIs committed to the environmentComplies with state/federal regulationsIs successful in diversifying operations
10 Techniques for Exceeding Customers’ Expectations Become familiar with your customers.Ask your customers what their expectations are.Tell your customers what they can expect.Live up to their expectations.Maintain consistency.
11 Credibility:Made up of the combination of our current knowledge, reputation, and professionalism.
12 Tips for cultivating credibility Practice consistencyKeep your wordDevelop your expertiseBecome a teammate with your coworkersShow your dedication to customersTreat all of your customers and coworkers with the same high level of respectApologize if you are wrongRemember that credibility is much harder to regain than it is to keep
13 Values:A combination of our beliefs, perceptions, and ideas about the appropriate response to a situation.
14 Ethics:A set of principles that govern the conduct of an individual or group.
15 Ethics checklist Is it legal? Is it fair? How do I feel about it? Would the court of public opinion find my behavior incorrect?Am I fearful of what those I trust would say about my actions?
16 Current Issues of Customer Service It is frequently difficult to measure the financial benefits of customer service.It may be challenging to convince some financial managers of the long-term payoffs.Customers have high expectations of what they hope to gain from the people with whom they do business,Frequently customer service providers do not know what those expectations are.Customers have grown accustomed to improved levels of customer service and expect considerable latitude in customer service, but the resulting cost is becoming prohibitive for many businesses.
17 Current Issues of Customer Service (Continued) Technology provides the opportunity for faster responses to customer questions.It also creates the requirement that customer service providers have additional training.Customer service is an opportunity that no professional can afford to ignore.Customer service is frequently the distinguishing difference between two or more companies that offer the same product or service.
18 New Trends in Customer Service Accessibility for the customerImmediacy of responseFeedback from customer to customer service providerOutsourcing of all or part of customer service functionsNontraditional examples of customer service