CUSTOMER SERVICE Its What makes all the Difference…!!!

CUSTOMER CUSTOMER SERVICESERVICE

Its What makes all the Its What makes all the Difference…!!!Difference…!!!

LESSON PLAN – SESSION ON INTERNAL CUSTOMER FOCUS

MODULE TOPIC OUTCOME TIME

ORIENTATIONIntroduction & Expectations

Why are we here.What do you want from the session.

20 min

CUSTOMER SERVICE

CS Concept w.r.t. Internal Customer; Core service vs More service;

How to deliver a ‘WOW service’

1 hour

PERCEPTIONSPerceptions & how they affect our work/service

How to manage perceptions in order to make our work environment better.

30 min

CUSTOMER SERVICE – ACTION POINTS

What can I do to WOW my customers

Specific action points 1 hour

HWWT Principles Mr. Subrata Dutta 20 min

CONCLUSION/ COMMITMENTS

Specific commitments from participants to follow after they get back to work

15 min

Who are your Who are your customers?customers?

Who is a customer?Who is a customer?

• Someone to whom we provide a Someone to whom we provide a service, product, or information.service, product, or information.

• ““A person with whom you have A person with whom you have dealings”.dealings”.

When do you deliver When do you deliver Customer Service?Customer Service?

• Every time you talk on the phone.Every time you talk on the phone.

• Every time you talk with anyone Every time you talk with anyone face to face.face to face.

What is Customer Service?What is Customer Service?

The provision of goods and services The provision of goods and services in a way that meets and/or exceeds in a way that meets and/or exceeds customer’s expectations.customer’s expectations.

Customer service is about gaining Customer service is about gaining and retaining customers.and retaining customers.

Why Customer Service?Why Customer Service?

Trends - CustomersTrends - Customers

ThenThen

• Less informed Less informed

• Limited choicesLimited choices

NowNow

• Highly informedHighly informed

• More choices More choices

Trends - CustomersTrends - Customers

ThenThen

• Satisfied with Satisfied with general mass general mass produced produced product/services.product/services.

• Selection of service Selection of service mainly based on mainly based on price.price.

NowNow

• Demands Demands customized customized solution.solution.

• Selection of service Selection of service

based on based on convenience and convenience and convergence.convergence.

Trends - CorporateTrends - Corporate

ThenThen

• Interested in Interested in Customer Customer acquisition.acquisition.

• Focus on each Focus on each transaction.transaction.

NowNow

• Interested in Customer Interested in Customer retention & loyalty: retention & loyalty: Relationship Focus. Relationship Focus.

• Focus on customer Focus on customer lifetime value.lifetime value.

People don’t care how People don’t care how much you know, much you know,

They want to know how They want to know how much you care.much you care.


Products & Services are marginally Products & Services are marginally different; different;

what makes a difference is how you what makes a difference is how you treat the customer.treat the customer.


• Good Service results in higher Good Service results in higher satisfaction/loyalty.satisfaction/loyalty.

• A delighted customer is your best A delighted customer is your best advertisement.advertisement.

Rule of ThumbRule of Thumb

• Good experience = tell two people.Good experience = tell two people.

• Bad experience = tell ten people.Bad experience = tell ten people.

“The Good, The Bad, and The Unhappy”

•“A happy customer tells 2 people; an unhappy customer tells 10 people. Do the math . . . ”

•“4% of unhappy customers complain; 96% simply go away angry.”

•“For every unsatisfied customer who complains, there are 26 other unhappy customers who say nothing; of those 26, 24 will not come back.”

ServiceService

Core ServiceCore Service is the service you is the service you provide to your customers - your provide to your customers - your “reason for being”.“reason for being”.

More ServiceMore Service is the service is the service provided to the customers where provided to the customers where you exceed the customer’s you exceed the customer’s expectations. expectations.

Customer Report CardCustomer Report Card

• On every interaction with you; the On every interaction with you; the customer prepares a mental customer prepares a mental “Report Card”.“Report Card”.

• Delivery of very good core service Delivery of very good core service only gets you graded as ‘Average’ only gets you graded as ‘Average’ grade.grade.

• Quality Core Service + Quality Core Service + Extraordinary Customer Service = Extraordinary Customer Service = Top Rating.Top Rating.

You don't get a second chance You don't get a second chance to make a first impression.to make a first impression.

Moment Of Truth

A moment of truth is any point in A moment of truth is any point in the interaction during which the the interaction during which the customer has an opportunity to customer has an opportunity to gain an impression of the service gain an impression of the service provided by the company.provided by the company.

Moment Of Truth

Your impression always Your impression always counts..counts..

• The first timeThe first time• The gut feeling you elicit:The gut feeling you elicit:

a weak handshake, a weak handshake, little or no eye contact, little or no eye contact, A submissive/ apologetic voice, A submissive/ apologetic voice, an aggressive manner, an aggressive manner, or a non descript dress senseor a non descript dress sense..

satisfaction

If you get what you expected ...

Moment of TruthMoment of Truth

disappointmentIf you get less than

you expected...


enthusiasm

If you get more than you expected...


Perception is RealityPerception is Reality

As you are seen,As you are seen, so is your brand so is your brand

““You” are defined byYou” are defined by

Your Self ImageYour Self Image

Brand “YOU”Brand “YOU”

• How you come across to yourself .How you come across to yourself .

That is how you are seen by yourself. It That is how you are seen by yourself. It is the image that you carry of yourself.is the image that you carry of yourself.

• How you come across to others.How you come across to others.

This is how others see you. The image This is how others see you. The image that others carry of you.that others carry of you.

Count the human facesCount the human faces

What do you see?What do you see?



What can you read?What can you read?

Count the number of squares on this slide….

Perceptions…Perceptions…

One’s perception influences attitude and the way one communicates with customers.

The attitude you think you project, and the attitude the customer perceives can be very different…

Do you often Say these things….Do you often Say these things….

• They just don’t understand!They just don’t understand!

• Let them come and do this job!Let them come and do this job!

• They don’t want to make any They don’t want to make any effort themselves!effort themselves!

• Why can’t I find people who can Why can’t I find people who can simply understand my ideas ?simply understand my ideas ?

• They only see their point of They only see their point of view!view!

When there is colored perception When there is colored perception and no communication THEN:and no communication THEN:

• ResentmentResentment• MisunderstandingsMisunderstandings• No co-operationNo co-operation• No synergyNo synergy• Work suffersWork suffers

Managing RelationshipsManaging Relationships

• RESPECT OTHERSRESPECT OTHERS

• BE OPEN TO OTHER’S IDEASBE OPEN TO OTHER’S IDEAS

• ACCEPT DIFFERENCESACCEPT DIFFERENCES

ACTIVITY TIMEACTIVITY TIME

Things to RememberThings to Remember

• Make sure that you warmly greet Make sure that you warmly greet every customer who walks to you. every customer who walks to you. Smiles are mandatorySmiles are mandatory. So is eye . So is eye contact. No customer should have to contact. No customer should have to stand around waiting to be stand around waiting to be acknowledged.acknowledged.

• Nothing builds loyalty faster than Nothing builds loyalty faster than making customers feel like VIP's. making customers feel like VIP's.

Things to RememberThings to Remember

• Always tell your customer what you Always tell your customer what you CAN do for them. Don't begin your CAN do for them. Don't begin your conversation by telling them what conversation by telling them what you CAN‘’T do.you CAN‘’T do.

• Make a good final impression, too. Make a good final impression, too. Every customer should hear an Every customer should hear an earnest "thank you" on their way out. earnest "thank you" on their way out.

Customer Service – Customer Service – The BridgeThe Bridge

A CustomerA Customer::• Is the most important person in any Is the most important person in any

business.business.

• Is not dependent on us. We are Is not dependent on us. We are dependent on them.dependent on them.

• Is not an interruption of our work, but Is not an interruption of our work, but the purpose of it.the purpose of it.

Customer Service – Customer Service – The BridgeThe Bridge

A CustomerA Customer::• Is part of our business – not an outsider. A Is part of our business – not an outsider. A

customer is not just money in the cash customer is not just money in the cash register. They are human beings with feelings register. They are human beings with feelings and deserves to be treated with respect.and deserves to be treated with respect.

• Is a person who comes to us with their needs Is a person who comes to us with their needs and wants. It is our job to fill them.and wants. It is our job to fill them.

• Deserves the most courteous attention we can Deserves the most courteous attention we can give them. They are the lifeblood of this and give them. They are the lifeblood of this and every business.every business.

Types of Customer Types of Customer ServiceService

• Reactive Customer ServiceReactive Customer Service

• Proactive Customer ServiceProactive Customer Service

Service with A SMILEService with A SMILE

• Doing ordinary things extraordinarily well.Doing ordinary things extraordinarily well.

• Going beyond customers’ expectations.Going beyond customers’ expectations.

• Discovering new ways to WOW customers.Discovering new ways to WOW customers.

• Being available for the customer.Being available for the customer.

• Empathizing.Empathizing.

Service with A SMILEService with A SMILE

• Professional and assertive Professional and assertive attitude.attitude.

• Active listening.Active listening.

• Adding value to every Adding value to every interaction.interaction.

Redefine Customer ServiceRedefine Customer Service

• Put yourself in their shoes.Put yourself in their shoes.

• Attitude is everything- customer is not an Attitude is everything- customer is not an interruption.interruption.

• Flexible – the customer doesn’t know your Flexible – the customer doesn’t know your roles!!! roles!!!

• Role is defined by the needs of the work Role is defined by the needs of the work not by a job description.not by a job description.

Positive AttitudePositive Attitude

The The EngineEngine that drives that drives

excellent serviceexcellent service

forward.forward.

The The key ingredientkey ingredient in providing the in providing the

extaordinary Customer Service.extaordinary Customer Service.

1.1. Creates goodwill with the colleagueCreates goodwill with the colleague

2.2. Reduces the potential for irritating Reduces the potential for irritating the customerthe customer

3.3. Lessens stress for youLessens stress for you

4.4. Helps you enjoy your job moreHelps you enjoy your job more

5.5. Creates a more productive work Creates a more productive work environmentenvironment

Advantages of a Positive Advantages of a Positive AttitudeAttitude

Delivering “Extraordinary” Delivering “Extraordinary” Service & ProductsService & Products

• Thank youThank you

• Going the extra mileGoing the extra mile

The SMART WayThe SMART WaySSpecificpecific

MMeasurableeasurable

AAgreedgreed

RRealisticealistic

TTime-boundime-bound

StrategiesStrategies

• Know your Know your organizationorganization

• Take responsibilityTake responsibility• Follow UpFollow Up• Use positive self–Use positive self–

talktalk

Thank YouThank You

Documents

CUSTOMER SERVICE Its What makes all the Difference…!!!