Presentation on theme: "CUSTOMER SERVICE Diana Piraquive. CIS"— Presentation transcript:
1 CUSTOMER SERVICE Diana Piraquive. CIS 1020-036 “Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong” Donald Porter
2 Mission StatementMy audience will know about customer service and its skills. Giving them tips and rules to offer a good service. All of these based on researches and mostly my experience as a Concierge at The Grand Spa at The Grand America Hotel.
3 For You… What is good customer service for you? Have you ever been a “difficult customer”, why?
4 What is Customer Service? And its skills? It is the provision of service to customer before, during and after a purchase.It may be provided by a person or by automatic media, such as Internet sites.It is an increased ability to provide service 24 hrs a day; being a complement to customer service by persons.Can be based entirely on self service, but also be based on service by more or less media of artificial intelligence.
5 Customer Service Skills A friendly personality aids good customer service.It is the collective term for those skills needed to successfully complete any customer interaction, whether it be in person, via phone or online.It includes a good understanding of the spoken and written language, an ability to listen and understand customer’s request. Problem-solving skills and professionalism.It includes flexibility, leadership, task orientation and the genuine desire to progress the company mission.It provides service agents with the ability to actively serve customers, resolve issues, initiate changes, teach co-workers and maintain calm regardless of customers’ attitude.
6 8 Rules for Good Customer Service Answer your phone: Someone is picking up the phone when someone calls your business.Don’t make promises unless you will keep them: “Think before you give any promise.”Listen to your customers: Suggest how to solve the problem.Deal with complaints: If you give the complaint your attention, you may be able to pleas this one person this one time.
7 Be helpful – even there’s no immediate profit in it: Customer first Be helpful – even there’s no immediate profit in it: Customer first. When someone walks thru the door, assist him right away. Don't ignore him.Train your stuff to be always helpful, courteous, and knowledgeable: Give everyone of the stuff enough info and power to make small customer-pleasing decisions.Take the extra step: Help customer with every question they have about products or where they can find a determined one.Throw in something extra: Whether it’s a coupon for at future discount, additional info on how to use the product, or a genuine smile.
8 10 Commandments of a Great Customer Service Know who is boss. Never forget that the customer pays our salary and makes our job possible.Be a good listener. Identify customer needs by asking questions and concentrating on what the customer is really saying.Identify and anticipate needs. Customers don’t buy products or services. They buy good feelings and solutions to their problems.Make customers feel important and appreciated. Always use their name, compliment them but being sincere.
9 Help customers understand your systems Help customers understand your systems. Take time to explain how your systems work and how they simplify transactions.Appreciate the power of “Yes”. Always look for ways to help your customers.Know how to apologize. It’s easy and customers like it.Give more than expected. Think of ways to elevate yourself above the competition.Get regular feedback. Encourage and welcome suggestion about how you could improve.Treat employees well. Thank them and find ways to let them know how important they are.
10 … Working at The Grand Spa It has became a great experience, you get to know people from everywhere of the world and any kind of customers and co-workers.It is really nice to noticed how people appreciate your service and help even if for you it is just your job, for some of them it could be a detail that makes their day.
11 Generating Customer Loyalty Be a CommunicatorBe ReliableBe ResponsiveBe CredibleBe AccessibleBe CompetentBe CourteousBe ProactiveBe ProfessionalBe committed
12 The Five-Star BluePrint™ Guide to What words to Use:My Pleasure or It’s been my pleasure vs. No ProblemCertainly, Absolutely or Of Course! vs. OK or Sure ThingI can help you with that! vs. yea or OKWhat other questions? vs. Is there any other questions?What else can I do for you? vs. Is there anything else I can do for you?Let me see what I can do for you vs. I’ll try or I’ll I have check into thatThank you for calling, please feel free to call us back vs. Your welcome, byeYou will need to… or We recommend you… vs. You will have to . .Thank you vs. ThanksWe are fully committed vs. We are sold you (Remember, you don’t sell treatments, you sell service and you are never sold out of service)
13 For showing the guest that you care: Make Eye Contact and Smile Use the Guest’s NameAsk Warm QuestionsHave and “I can help you with that” AttitudeRemember the 5/10 ruleAlways Lead (never point)Thank them for their stay and invite them back“Your most unhappy customers are your greatest source of learning ” Bill Gates
14 Work Cited http://en.wikipedia.org/wiki/Customer_service vice/a/custservrules.htmketing/a/crmtopten.htm-service-skills_.html