1. Wednesday, January 16, 2019
IN PURSUIT OF EXCELLENT CUSTOMER SERVICE EXPERIENCE IN PUBLIC UNIVERSITIES
Wednesday, January 16, 2019

2. Agenda Facts about our clients Discover customer experience
Wednesday, January 16, 2019
Agenda
Facts about our clients
Discover customer experience
Developing customer experience
Customer care
Managing different customers
Wednesday, January 16, 2019

3. FACTS ABOUT YOUR CLIENT
Wednesday, January 16, 2019
FACTS ABOUT YOUR CLIENT
He / she is:-
The most important person!
Not dependent on us. We are dependent on them.
Not an interruption of your work but the reason for it.
We are not doing them a favor by serving them.
A typical dissatisfied client and will tell 8 to 10 people about their problem.
Always strive to exceed customers expectations!
Wednesday, January 16, 2019

4. Customer experience… Wednesday, January 16, 2019

5. Wednesday, January 16, 2019
Cont…
Wednesday, January 16, 2019

6. The Customer experience…
What does customer experience mean for your public institution ?
A positive customer experience
A customer leaves an interaction with any staff member feeling as though they have had a meaningful interaction.
A negative customer experience?

7. How do we develop the Customer Experience?
Mindset and motivation
Understanding
Connection
Completion
Wednesday, January 16, 2019

8. Developing Customer Experience..
Mindset and motivation
Showing interest in the client
Having the desire to do a good job
Taking personal responsibility and ownership
A positive mindset
Understanding
Empathy
Active listening

9. Cont… Connection Sharing knowledge and giving useful information
Checking for understanding-must be on the same page with a client
Responsiveness
Going the extra mile
Completion
Finding mutually acceptable solutions
Establishing clear outputs and expectations

10. Wednesday, January 16, 2019
Empathy…
Wednesday, January 16, 2019

11. Why learn good customer care?
Wednesday, January 16, 2019
Why learn good customer care?
To manage your expectations and theirs
To improve your work life and the lives of your customers.
To be able to treat every customer as though they were your favorite celebrity, hero, neighbor or Grandma!
Imagine that each customer is wearing a sign that says ‘make me feel important’
Wednesday, January 16, 2019

12. Mapping out the touch points
Wednesday, January 16, 2019
Mapping out the touch points
Customer touchpoints are your brand’s points of customer contact, from start to finish.
Identify your customer touchpoints by making a list of all the places and times your customers might come into contact with your brand.
Wednesday, January 16, 2019

13. Mapping out the pain points…
Wednesday, January 16, 2019
Mapping out the pain points…
People spend money on two things;
To fight pain
To pursue pleasure
Look for situations that people find uncomfortable, annoying or frustrating
Wednesday, January 16, 2019

14. COMPLAINANTS’ RIGHTS Complainants rights could include; Fair treatment
Wednesday, January 16, 2019
COMPLAINANTS’ RIGHTS
Complainants rights could include;
Fair treatment
Courteous treatment
Timely, accurate advise
Privacy
Reasons for decisions
Wednesday, January 16, 2019

15. COMPLAINANTS’ RESPONSIBILITIES
Wednesday, January 16, 2019
COMPLAINANTS’ RESPONSIBILITIES
They include:-
Providing timely and accurate information
Treating the organization's staff with courtesy
Adopting a reasonable and co-operative attitude
Wednesday, January 16, 2019

16. Types of Customers The Aggressive Customer
Readily complains, often loudly and at length.
Your response: Listen completely.
What not to do: Be aggressive in return. This customer does not respond well to excuses or reasons why the product or service was unsatisfactory.
(Always follow institution’s policy).
1/16/2019

17. Types of Customers The High-Roller Customer
Expects the absolute best and is willing to pay for it. Likely to complain in a reasonable manner.
Your Response: Always listen respectfully and actively question to fully determine cause.
(Always follow institution’s policy).
1/16/2019

18. Types of Customers The Rip-Off Customer
Their goal is not to get the complaint satisfied but to win by getting something that is not entitled to be received. Often replies with a repetitive “not good enough” response.
Your Response: Remain objective. Use accurate data to back up your response. Be sure the adjustment is within the range of what the institution would normally do.
(Always follow institution’s policy).
1/16/2019

19. Types of Customers The Chronic Complainer
Never satisfied, feels there is always something wrong.
Your Response: Extreme patience is required. Listen carefully and never get angry. It is best to give sympathy, a sincere apology, and a promise to correct the situation.
(Always follow institution’s policy).
1/16/2019

20. Types of Customers The Meek Customer
Generally, will not complain. Most dangerous to businesses because they will most often complain to others.
Your Response: Must work hard at soliciting comments and complaints to act appropriately to correct those problems.
(Always follow institution’s policy).
1/16/2019

21. MANAGING ANGRY CUSTOMERS
Wednesday, January 16, 2019
MANAGING ANGRY CUSTOMERS
Wednesday, January 16, 2019

23. CONT… Focus on the feelings first
Wednesday, January 16, 2019
CONT…
Focus on the feelings first
Assure the client that getting to the bottom of things is as important to you as it is to him/her
Get some space-why don’t you come into my office where its quiet and I can focus on what you are saying…
Thank them-we appreciate customers telling us when things are not right.
Assure them you can help-we appreciate the opportunity to clarify any misunderstanding.
Wednesday, January 16, 2019

25. Cont… Don’t take criticism personally Wednesday, January 16, 2019

27. Cont… Give the customer your full attention and establish eye contact:
Wednesday, January 16, 2019
Cont…
Give the customer your full attention and establish eye contact:
Stop talking, listen
Put the client at ease
Remove distractions
Be patient
Avoid personal prejudice
Listen to the tone
Watch for non verbal communication
Wednesday, January 16, 2019

29. Cont… Sympathize but don’t blame your organization or anyone for it
Wednesday, January 16, 2019
Cont…
Sympathize but don’t blame your organization or anyone for it
Wednesday, January 16, 2019

32. Wednesday, January 16, 2019
Cont…
Offer solutions
Make the customer part of the solution, not part of the problem
Find out what it will take to turn their dissatisfaction into satisfaction.
If they agree to that solution, act quickly before they change their mind
Remember: you can never win an argument with a customer!
End on a happy note
Wednesday, January 16, 2019

34. Wednesday, January 16, 2019