Effective customer service powerpoint Designed by Deanna Senica
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This document discusses key aspects of effective customer service. It emphasizes that customers are the most important part of any business and that everything a business does should be focused on pleasing customers. It provides tips for good customer service such as understanding customer needs, treating people with courtesy and respect, never arguing with customers, promptly addressing complaints, and making the customer experience easy and satisfying. The document also outlines 10 rules for great customer service which include committing to quality service, knowing your products and customers, and focusing on building lasting customer relationships.
Effective customer service powerpoint Designed by Deanna Senica
- 2. Customer Service • Internal Customers and External Customers. • Individual Customer Service Style. • Rules for great customer service. • Moments of truth in customer service. • Understanding customers. • Understanding and managing customer expectations. • Ways to ensure customer satisfaction and Better handle calls. • Handling difficult customers. • Do’s and don'ts of customer service. • Telephone Etiquette.
- 3. Introduction to Customer Service • There's only one boss in any industry, that is the CUSTOMER. • The customer is the one who pays everyone salary and who decides if a business will succeed or fail. • Literally everything we do, every concept perceived, every technology developed and associate employed is directed with this one objective clearly in mind which is PLEASING THE CUSTOMER.
- 4. Customer Service in the 21st Century • Manufacturing Economy > Service Economy > Relationship Management Economy. • Increased importance on customer interaction as a high tech environment has decreased personal contacts. • The greeting of the customer support staff is “How Are You Doing Today” Makes the customer feel less like a number and more like a human being.
- 5. Good Customer Service Means Good customer service means • Providing a quality product or service • Satisfying the needs and wants of a customer • Resulting in a repeat customer Good customer service results in • Continued Success, Improved company or organization morale • Increased Profits • Higher job satisfaction • Better teamwork
- 6. Customer Service • Good Customer Service = Lasting relationships • Average Customer Service = Steady relationships that could be lost • Poor Customer Service = Lost business
- 7. What does the customer desire • Friendliness • Empathy • Fairness • Participation • Alternatives • Information
- 8. 10 Rules for Great Customer Service 1. Commit to quality Service • Create a positive experience for the customer • Go above and beyond Customer expectations 2. Know your products • Helps win a customer’s trust and confidence 3. Know your customers • Tailor your service approach to there needs & buying habits • Get to the root of customer dissatisfaction by talking to people and understanding complaints 4. Treat people with courtesy and respect • Every contact with a customer leaves an impression • Use phrases like sorry to keep you waiting, thanks for your order, Your welcome and its been a pleasure helping you. 5. Never argue with a customer • Be solution focused rather than problem focused • Research shows 7 out of 10 customers will do business with you again if you resolve a complaint in their favour
- 9. 10 Rules for great customer service 6. Don’t leave customers hanging • All communication with customers needs to be handled with a sense of urgency • Research shows that 95% of dissatisfied customers will do business again if their complaint is resolved on the spot 7. Always provide what you promise • Failure to do this is a sure way to loose credibility with your customers • If you cant make good on your promise, apologise and make some kind of compensation such as a discount or free delivery 8. Assume that customers are telling the truth • The majority of customers don’t like to complain in fact they will go out of there way not to 9. Focus on making customers not making sales • Focus on the quality rather than the volume of the sale • Research shows that it costs 6 times more to attract a new customer than it does to keep an existing one 10. Make it easy to buy • Make the process simple and user friendly
- 10. Polite and Friendly Alternatives • I don’t know - Il find out • No – What I can do is • That’s not my job – Let me find the right person to help you with that • Your right this is bad – I understand how you feel • That’s not my fault – Lets see what we can do about this • Calm Down – I apologise • I want you to - Lets