Cs Training 2009 02 02a
- 1. Excelling at Customer Service Team Freudian; MG 351
- 2. What is excellent customer service? Excellent customer service is the ability of an organization to consistently exceed the customer's expectations (AboutCustomerService.info) Before, during and after the sale!
- 3. Why is customer service important? Only 4% of customers bother to tell a company something is wrong The rest defect when the next opportunity comes along
- 4. Why is customer service important? It costs 6 to 10 times more to acquire a new customer rather than to keep an existing customer The impact of poor customer service is HUGE!
- 5. Know the customer Put yourself in their shoes Understand the perspective Their perception is reality. Know their needs and expectations
- 6. Be caring Customers don't care how much you know until you show how much you care.
- 7. A customer service example A man is traveling and wants to send purchases to his home. He speaks to the hotel concierge... ...here are two scenarios:
- 8. A customer service example Concierge #1: “The post office is around the corner. I estimate it will cost you $11.00.” Concierge #2: “I’ll be happy to package them up and drop them off at the carrier of your choice. Since you have additional travel, I will send them out in 3 days to ensure you are home to receive them. Now, let’s pick a carrier…”
- 9. A customer service example Would you agree that choice #2 could earn this customer for life? Concierge #2: “I will be happy to package them up and drop them off at the carrier of your choice. Since you have additional travel, I will send them out in 3 days to ensure you are home to receive them. Now, let’s select a carrier…”
- 10. Complaints WELCOME them It’s one good thing to find out what you could be doing better Make it easy for customers to complain Online complaint forms Complaint cards in common areas Publicized phone number for complaints
- 11. Positive attributes Friendly – smile, be warm and caring Accurate – do it right the first time Accountable – resolve problems fast or follow-up if needed Simplicity – make it easy for the customer Respect – be grateful for their business, lookout for their interest
- 12. Checks and balances Are you as good as you think you are? Constantly check up on yourself. Measure against the competition. Survey your customers. Research your industry trends. Evaluate yourself continually
- 13. Know the competition Know who else is out there after your customer's business. Know their strengths and weaknesses. Know how you measure up against them and where you outshine them.
- 14. Communication Effective communication: strong greetings and handshakes good eye contact ask questions listen actively
- 15. Communication Two thirds of all dissatisfied customers are unhappy because of poor communication. Never assume your customer understands you. A confused customer is not a customer for long.
- 16. Be competent Show that you have what it takes. Customers will put their trust in people, they believe can do the job. Take ownership when a problem occurs, even if it's not your fault.
- 17. Reading the customer Listen to their tone Are they really happy? Sometimes they say yes even when they’re not. Check their body language Gestures Facial expressions
- 18. Good gestures Relaxed breathing Hands in front of the body with the palms held upright Good eye contact Nodding affirmatively Smiling
- 19. Bad gestures A hand over the mouth Moving around a lot in a chair Playing with things Yawning No eye contact
- 20. Reality check Is the body language is consistent with the verbal message? Body language is subject to interpretation Test your hunch and ask them if they are really satisfied!
- 21. Work cited page http://www.salesmba.com/articles1/csgn08.htm www.wiki.com http:// deltabravo.net/custody/body.php