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2  Learn to identify & analyze the customer’s needs & problems  Recognize the most common reasons for customer complaints  Maintain special customer.

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Presentation on theme: "2  Learn to identify & analyze the customer’s needs & problems  Recognize the most common reasons for customer complaints  Maintain special customer."— Presentation transcript:

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2 2  Learn to identify & analyze the customer’s needs & problems  Recognize the most common reasons for customer complaints  Maintain special customer relationship  Use of two way communication  Core Competencies & Importance of Feedback  Standard Telephonic Conversation Objective Copyright @ MAT 2012

3 3 A person or organization that buys goods or services from a store or other business. Or, a person or thing of a specified kind that one has to deal with. Who is a Customer? Copyright @ MAT 2012

4 Type of customers we deal with 4Copyright @ MAT 2012

5 5 The action of helping, assisting or doing work for someone. What is a Service ? Copyright @ MAT 2012

6 Our Services 6  Air Travel  Hotels & Accom  Car Rentals  Visa Services  Insurance  Sight Seeing  Cruise  Rail  Intl Driver’s License  Airline GSAs  Coach Tours  Meet & Assist  Meetings & Confer  Travel Money Cards Copyright @ MAT 2012

7 But what is Customer Service man?? 7Copyright @ MAT 2012

8 Please write one sentence definition of Customer Service. 8Copyright @ MAT 2012

9 Now lets do an activity 9Copyright @ MAT 2012

10 Customer service is the provision of service to customers before, during and after a purchase. 10Copyright @ MAT 2012

11 11 Some definitions o f customer service in use today:- “ Customer service is the ability to provide a service or product in the way that it has been promised." “ Customer service is about treating others as you would like to be treated yourself." “ Customer Service is any contact between a customer and a company, that causes a negative or positive perception by a customer." “Customer Service is the commitment to providing value added services to external and internal customers, including attitude knowledge, technical support and quality of service in a timely manner." “Customer service is a proactive attitude that can be summed up as: I care and I can do." Copyright @ MAT 2012

12 12 “Excellent customer service is the ability of an organization to constantly and consistently exceed the customer's expectations.” Copyright @ MAT 2012

13 13 “Customer service is the knowledge delivered with care to make life easy for the customer.” Copyright @ MAT 2012

14 Some examples of Poor Customer Service! 14Copyright @ MAT 2012

15 Some examples of Poor Customer Service! 15Copyright @ MAT 2012

16 Some examples of Poor Customer Service! 16Copyright @ MAT 2012

17 Some examples of Poor Customer Service! 17Copyright @ MAT 2012

18 Some examples of Poor Customer Service! 18Copyright @ MAT 2012

19 Do you know why they leave? 19  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 Better Customer Service Copyright @ MAT 2012

20 The Choice is YOURS! 20Copyright @ MAT 2012

21 21Copyright @ MAT 2012

22 Competencies 22  Communication  Customer Sensitivity  Decisiveness  Energy  Flexibility  Follow-up  Impact  Initiative  Integrity  Job knowledge  Service Oriented  Planning  Work Standards  Problem Solving Copyright @ MAT 2012

23 The 10 Commandments 23  Know who is the boss  Be a good listener  Identify needs  Give importance  Help them to understand your system  Help them & say ‘YES’  Apologize  Give more than expected  Get feedback  Treat them well Copyright @ MAT 2012

24 Standard Telephonic Communication 24Copyright @ MAT 2012

25 Now lets do a short role play 25Copyright @ MAT 2012

26 Customer forms a mental PICTURE 26Copyright @ MAT 2012 PITCHPITCH INFLECTIONINFLECTION COURTESYCOURTESY TONETONE UNDERSTANDINGUNDERSTANDING RATEOFSPEECHRATEOFSPEECH ENUNCIATIONENUNCIATION

27 Personal Qualities 27  Determination  Self Motivation  Sense of Humor  Self Esteem  Professionalism  Enthusiasm  Persistence  Flexibility  Quick Thinking  Thick - Skinned Copyright @ MAT 2012

28 5 PHASES OF A CALL 28Copyright @ MAT 2012 PHASE 1 Opening the call Greeting Introduction PHASE 2 Building the rapport Identifying Need Question PHASE 3 Collecting Verifying Information Paraphrase P HASE 4 Provide Solution Alternatives In formation PHASE 5 Get Customer Buy In Establish next step Close the Call

29 Things to Remember 29Copyright @ MAT 2012  Make sure you speak clearly and are smiling as you answer the phone; also identify yourself.  Before placing a caller on hold, ask their permission first and thank them.  It is better to return a call than to keep someone on hold too long. If the phone rings back to you, you've kept them on hold too long.  Do not forget to return the call as you promised.  Do not permit the phone to ring into the office more than three times.  Always use a pleasant, congenial and friendly tone.  Never interrupt the person while he/she is talking to you.

30 Things to Remember 30Copyright @ MAT 2012  Never engage in an argument with a caller.  Before placing a caller on hold, ask their permission first and thank them.  Do not make it a habit of receiving personal calls at work.  Do not answer the phone if you are eating or chewing gum.  Do not give the impression that you are rushed. It is better to return the call when you can give the person the time they need to handle the reason for their call.  Learn how to handle several callers simultaneously with ease and grace.  Return calls promptly that have been left with messages.

31 Things to Remember 31Copyright @ MAT 2012  Always make collection calls in private and away from the patient flow or public areas.  When hanging up the phone, make sure the caller or person called hangs up first if the phone is slammed on the receiver. Otherwise, always hang up the phone, gently.  Use simple language.  Use customer’s name during the course of call.  Never say ‘ I don’t know’, ‘ We cant do’

32 Things to Remember 32Copyright @ MAT 2012  Never say ‘ That’s not my department or Job’  Never say ‘ Could you call back’  Never say ‘ we are busy right now’  No personal excuses  Never say ‘ I will make sure that he or she gives you a call’  Never say ‘ just a second’

33 Handling Irate Customer 33Copyright @ MAT 2012  The first step is to simply hear the person out  Listen Intently  Allow the customer to vent frustration  Empathizing allows you to understand another person’s motives without requiring you to agree with them.

34 International Call Signs 34Copyright @ MAT 2012

35 Questions & Suggestions 35Copyright @ MAT 2012

36 Thanks for your valuable time & participation.. 36Copyright @ MAT 2012


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