Customer Service
Objectives
By the end of this session, you will be able to
Understand what customer service is
Understand the importance of customer
service
Learn how to give a positive moment of truth
to the customer
Process to be followed on call
Your experiences of good
Customer Service
Your experiences of bad
Customer Service
WHAT IS CUSTOMER SERVICE ?
• Customer Service is any contact, whether active or
passive, between a customer and a company that causes
a positive or negative perception by a customer.
• It aims at doing ordinary things extraordinarily well and
adding value and integrity to every interaction you have
with your customer
Did You Know?
95% of dissatisfied customers will become loyal
customers again if their complaints are handled
well and quickly
96% of all unhappy customers do not complain.
That means for every person that complains,
there are 24 that do not!
Do’s & don’ts of customer service
Be Courteous Be Rude
Empathize Discriminate
Go an extra mile Be Casual
Be Polite Be Not Bothered
Listen Over-promise
Pay attention to details Not keeping to time
Personalize
Give reasons
Be Conscious of Time
Importance of Customer
Service
Will increase the numbers of customers
through “Word of Mouth” advertising
Will increase the dollar amount that each
customer spends per transaction
Will increase the frequency and the number
of times the customer does business with your
organization
Remember you never get a second
chance to make a first impression
The WOW factor
• It is important to create a Wow factor in every
moment of truth.
• The Customer should react as “Wow” with the kind of
service he receives.
• Challenge is to maintain the “wow” factor every time.
Telephone Etiquette
• Let the customer speak without
interruption
• Listen attentively, never make a
customer repeat information as far as
possible
• Be clear, consistent and concise
• Be sensitive
• Be courteous
• KISS
Do's
Avoid silence over the line – use
transition statements
If you have to take a message be
equipped and take accurate messages
Build rapport with the customer
Be careful of the words you use
Always use Positive language
Do's
Avoid carry over conversations
Speed is not success always!
Smile while talking over the phone, it
makes a difference
Give spoken feedback signals
Take control of the conversation
Six Speaking “Do’s”
Smile
Use the caller’s name
Echo important points
Incorporate courteous remarks
Acknowledge the customer and the problem
Don'ts..
Be Rude
Discriminate
Be Casual
Be Not Bothered
Over-promise
Not keeping to time
Do not use jargons and slang's
Jargon: Vocabulary specific to a particular trade or
profession.
Slang: Informal usages in vocabulary that is
characteristically more metaphorically vivid and
playful.
Service Profit Chain
Internal service Quality
Employee Satisfaction
Employee retention
External Service Quality
Customer Satisfaction
Customer retention
PROFIT
Hold & Transfer Procedures
Transfer Procedure
Vocal Qualities
• Tone – Intonation
• Pitch
• Rate of speech
• Volume
RAP…
• R : Rapport
• A : Attitude
• P : Professionalism
Rapport
• Use the customers name, whenever possible
• Say “Please” and “Thank you”
• Explain your reason for saying “No”
• Show your interest in the customer’s needs
• Be empathic to the customer’s feelings
• Let the customer know his/her own options
• Show value and accentuate the positives
In order to establish a rapport
you can use phrases like:
• How do you pronounce your name? Did I say that right?
• I understand what you are saying.
• Is there anything else I can help you with?
• Just one moment while I……..
• I’d be more than happy to help you with that.
Attitude
What is Attitude?
It’s a state of mind or a feeling
The difference between a Good and a bad day is your
Attitude !!!!
“ATTITUDE OPPORTUNITY”
Positive Attitude
• Start each day with thoughts about the positive
aspects of your job.
• When negative events occur, take a deep breath
and re-establish a positive attitude by focusing on
activities that allow you to be positive
• Share your attitude when things are going well.
Attitudes are caught; not taught
Difference between Empathy
and Sympathy
Empathetic Phrases
•I see why you feel that way
•I apologize for the inconvenience.
•That must be very upsetting
•I understand how frustrating this
must be
•I’m sorry about this
Empathy
Empathy is identification with and
understanding of another’s situation,
feelings, and motives
There are many ways to show empathy for
customers - through actions, words, and
tone of voice.
Its imp to show the customer that you are
concerned
Listen
Research shows that, on an average,
individuals listen at 25% level of efficiency
Most people assume they are good listeners,
but few actually are
The normal untrained listener is likely to
understand and retain only about 50% of a
conversation, and this percentage drops to
even less than impressive 25% retention rate
48hours later
Process of a call…
• Greet
• Confirm Understanding
• Offer to help/Provide a solution
• Consensus & confirmation
• Summarize
• Provide information on follow up
• Close
Greeting
• Wish the time of the day
• Say this with a smile
• Mention your company’s name and
your name
• Offer assistance – “How may I help
you?”
Confirm Understanding
• Listen
• Take notes
• Probe
• Tune in to what customers don’t say
ART OF ASKING QUESTIONS
Open Ended Qs Closed ended Qs
Solicits more than a “yes” or Solicits a “yes” or “no” or
“no” other one-word responses.
Aims to get some one talking. Aims to limit talking or to
control direction of conversation
Helps break ice with someone Useful for specific information
Allows the customer to discuss Helps you check your
a situation understanding of the customer’s
situation
Offer to help/Provide Solution
• Answers/solutions are given
• Cannot be done right if the earlier step is not followed
• Give the customer options
• When giving solution – explain how it
• solves the customer’s problem
HRD/Trg/04
Consensus & confirmation
• This is where the customer agrees with the solution or the
answer given to him will help him
• Make sure the customer agrees verbally
Summarize
Use a confirming statement
• Let me confirm….
• Let me make sure that I understand your
request…
• So you want…
• I’d just like to confirm that…
Summarize key facts.
• You want to compare benefits for hospital
stays.
• You’d like to find out if floor seats are
available.
• Your shipment never arrived.
Follow up and Close
• Recap
• Present the road map of next steps
• State exacts – date, time, who is responsible etc
THANK YOU