Customer Service Ppt 6m245w

CUSTOMER SERVICE

OBJECTIVES

     

Realize the importance of customer service in the business world Understand the role of a CSR Learn the skills essential to customer service Appreciate the need for professional telephone etiquette Learn to handle different kinds of customers Learn to make and receive business calls

2

WIIFM

      

Enhance your professional telephone handling skills Improve communication and customer handling skills Enhance interpersonal relationships Learn the art of building rapport, and empathy Learn the skill of active listening Learn questioning techniques Learn to provide excellent service to different kinds of customers

 Learn to handle and resolve customer complaints

3

WHAT IS CUSTOMER SERVICE ?

A sequence of activities that help to enhance the satisfaction of a customer. These are:  identification and satisfaction of customer needs  timely service  provision of value added services

4

POSITIVE EXPERIENCE  Greeted the customer in a warm manner  Made the customer feel valued and important  Was pleasant and willing to help  Listened actively to the customer  Understood the needs or requirements of the customer  Did not make false promises to the customer

5

NEGATIVE EXPERIENCE



Made the customer feel unwelcome



Was rude and discourteous to the customer



Did not attend to the customer immediately



Imposed personal preferences on the customer



Was unresponsive and did not clarify the customer‟s doubts

6

NEED OR WANT A need is something you should have, you can‟t do without it. Food, Water

A want is something that you would like to have but not something that you can‟t live without. A Gucci bag, Ipod

7

CUSTOMER EXPECTATIONS          

Respect and recognition Help Comfort, comion and A friendly smiling face Understanding To be made to feel important To be listened to with empathy Satisfaction Trust and trustworthiness A quality or product or service at a fair price

8

MOMENT OF TRUTH An opportunity to form an impression when a customer comes into with any facet of the organization. It could be a negative or a positive impression

9

CUSTOMER DELIGHT When your experience goes beyond expectations and brings joy to you. When you experience a wow factor in every moment of truth

CUSTOMER DELIGHT

10

CUSTOMER DELIGHT

MEETING EXPECTATIONS : SATISFIED CUSTOMERS

EXCEEDING EXPECTATIONS: DELIGHTED CUSTOMERS

NOT MEETING EXPECTATIONS: DISSATISFIED CUSTOMERS

11

INTERNAL & EXTERNAL CUSTOMERS

External Customers: receives products or services from another company – HP selling laptops to ISRO Internal Customers: the various departments of an organizationHR, finance, s…..

INTERNALCUSTOMERS EXTERNALCUSTOMERS

12

SKILL SETS FOR A CSR          

Positive Attitude Commitment to Help Organizational Skills Ability to Multi-task High Attention to Detail Relationship-Building Skills Effective Communication Skills Ability to Prioritize Effectively Follow-up Skills Teamwork

13

CUSTOMER CARE Credibility Accessibility Reliability

Excellence

BUSINESS PHONE ETIQUETTE TELEPHONE TIPS

•Speak directly into the mouth piece •Don’t eat or chew gum while talking. •Don’t cover the mouthpiece, it distorts speech •Take a deep breath before you open the call •Sound enthusiastic and welcome •Smile, the warmth is carried through •Use the right tone of voice •Be careful of your language • Avoid company or technical terminology •Be patient and helpful always •Give your full attention to the caller

14

USING YOUR VOICE Tone –enthusiastic and interesting Pitch – low Rate of speech – medium 100 to 140 words per minute Volume – not too soft or too loud Choose your words with care

15

ANSWERING A CALL Pick up that receiver within the second or third ring Identify yourself and the company. – Thank you for calling Cairo Cars. How may I help you? Cairo cars. This is Hossam Al Mahmud., how may I help you today? If Hossam is not at his seat and Ahmed is there –

– Hossam Mahmud’s line. This is Ahmed speaking. May I.........

16

PLACING ON HOLD – “May I put you on hold?” Or – “May I place you on hold?” – “Mr Abdeen, I am working on pulling up your information on the system. This seems to be taking longer than usual. Could you please continue to stay on the line?” – “Mr Abdeen, thank you for your patience.” Or – “Mr Abdeen, thank you for being on hold.” 17

CALL TRANSFER Seek Permission – “Mr Abdeen, I would need to transfer your call to the s department. Would you please stay on the line while I transfer your call?” Call the department or the colleague in the other department – “Hello, this is Azza calling from Customer Service. Hi,Basel, I have a customer by the name of Abdeen who needs some information with regard to the pricing structure of product CN 456L. May I transfer his call to you?”

18

CALL TRANSFER Thank Mr.Abdeen for being on hold, give him the name of the person to whom you are transferring the call, the department and the telephone number if needed. – “Thank you for being on hold. I appreciate your patience Mr.Abdeen. I have a representative from the s Department who will answer your questions. His name is Basel. I am now transferring your call, please stay on the line.”

19

CLOSING A CALL Use closing phrases to indicate the end of a conversation. – “I am glad we were able to help you with this.” State the action you will take. – “Mr.Abdeen, I will be sending a representative to your residence within the next two working days I will keep you informed of the time. He will lead you through the installation of the product”

20

CLOSING A CALL Indicate the follow up action that you would take – “ Mr. Abdeen, You would need to send us the signed documents by the end of the week which is the 25th of June.”

Thank him and say good bye – “Mr.Abdeen, thank you for calling Ninetel. Have a good day.”

21

HANDLING DEAD AIR WHAT - A space of time in a telephonic conversation when both the caller or the receiver does not talk creating a lull in the conversation HOW - keep the customer informed step by step of what you are doing “Just a moment Mr Foley, let me pull up your details and I will be able to tell you what has happened to your order. Oh yes, there it is...I am looking at your order, Ok, it says here that the order was shipped out... Now let me switch to the order details screen and check the dates, one moment, ah, there it is...I see it was shipped on the 8th of August through FedEx, I also have the tracking number.........” 22

CALL STRUCTURE

23

CALL FLOW OPENING A CALL – Greeting – Introduction – Offer to help

DEVELOPING THE CALL – – Establish rapport – Ask questions – Empathize where needed – Paraphrase 24

CALL FLOW ……. PROPOSING A SOLUTION – Evaluate options – Propose solutions – Lay out action plan – Indicate time frame GAINING AGREEMENT – Clarify – paraphrase

25

CALL FLOW CLOSING A CALL – review your plan of action – include time lines as well. – Thank your customer – close on a positive note.

26

THE SEVEN STEP FRAMEWORK GREET

LISTEN RESTATE

RESPOND EDUCATE

CONFIRM CLOSE 27

PROBING SKILLS A process of asking questions Probing skills are used to – determine the needs of a customer – seek clarification – understand the action that needs to be taken to solve the problem or provide a solution.

28

TYPES OF QUESTIONS Open Ended Questions

–

Closed Ended Questions

Probing Questions

Leading questions.

29

OPEN ENDED QUESTIONS

 Access to more information  Puts customer at ease

 More involving and engaging for the customer  Helps to build on a conversation

 Encourages a two way conversation

30

CLOSE ENDED QUESTIONS

      

To get specific information To gain commitment To reduce options To seek reassurance To gain confirmation/affirmation To speed up a process To cut off a conversation

31

QUESTIONS….. PROBING QUESTIONS: An open-ended question which has a follow up “What specifically about the new tariff plan are you finding difficult to understand?” LEAD QUESTIONS: Questions that lead to a particular answer that you wish to „hear‟

32

PARAPHRASING

Paraphrasing • Rewording the text

Summarizing • Reducing the text Paralinguistic

33

Parallel

Parabola

PARAPHRASING - COMPONENTS Base statement: seeks to gain the attention of the person and inform them that you are trying to see whether you have understood the entire message Repetition of main issues: Rephrasing what the customer has said in your own words Questioning to check understanding: Asking a question to the other person to confirm whether your understanding of what was said is correct.

34

PARAPHRASE - HOW Keep the customer informed step by step of what you are doing “Let me see if I have understood this correctly, You are saying that you ordered the Harry Potter series of 7 books a month ago and you haven’t received it as yet but the cheque was cleared soon after you ordered the book. Is that correct Mrs. Aniston.”

35

RAPPORT BUILDING Rapport  two way connection  a relationship of understanding.  a basic human relations skill.  Essential social skill It is a person’s ability to build a harmonious relationship based on mutual trust and understanding.

36

HOW TO BUILD RAPPORT  Open the call with a smile. - a smile can be heard, it carries through your voice  Ask a friendly question to show your interest and enthusiasm.  Listen with concentration and do not interrupt until the customer has finished speaking  Use words that he has used  Acknowledge the customer‟s feeling, empathize and show him that you are concerned about his situation and willing to help  Be professional but do not be stern or condescending

37

EMPATHY A capacity to understand another person‟s emotion or state of mind. OR To understand a situation from another person‟s point of view.

38

SYMPATHY or EMPATHY

Empathy Feels emotional pain Sharing and understanding Situational Tunes to the inner world of griever

Sympathy Feels sorry or pity Feels sorry for the person Personal Tunes into aspects he recognizes

39

SHOWING EMPATHY ON CALL  Show your interest using phrases that convey your interest in his conversation  Be patient and do not interrupt the customer while he is talking  Respond using your voice  Show that you care  Take time to listen to your customer  Listen for the content of the customer‟s communication.  Use active listening skills  Don‟t use careless language

40

SHOWING EMPATHY ON CALL  Show the customers that you understand their “pain”  Use comforting statements such as:  “I can understand why you would feel that way.”  “If I were in your shoes I would feel the same way”  “I would be disappointed too if that happened to me”

 Use “we” statements when possible rather than “you”.

41

HANDY EMPATHY PHRASES

“I see what you mean.” “I can see why you feel that way.” “That must be very upsetting.” “I understand how frustrating this must be.” “I‟m sorry about the inconvenience.” “That must be really inconvenient.” “You're obviously feeling very frustrated at having to wait so long.” “That must be terrible.”

42

LISTENING SKILLS Have you realized that while we are taught to read, write and even speak, no one teaches us how to listen? The process of communication as a whole can be broken up into four components which are speaking, reading, writing and listening. It is interesting to note that though we spend a fair amount of time hearing things, we spend only 25 to 50 percent of that time actually listening.

43

LISTENING vs HEARING Hearing is ive, an involuntary response - a physical ability

Listening is active and involves hearing, paying attention understanding - a skill that can be developed

44

STAGES OF LISTENING

HEARING

INERPRETING

RESPONDING

45

EVALUATING

RETAINING

TYPES OF LISTENING False listening: when the listener pretends to listen Initial Listening: The listener takes in only part of the conversation

Selective Listening: Listening only for particular kind of information and deleting others Full listening: The listener pays close attention to what is being said with adequate pauses for summaries and testing for complete understanding.

46

BARRIERS TO LISTENING  Lack of attention  Internal and external distractions  Frame of reference - the cultural or social context by which one interprets the message  Semantics and language differences  Prejudgement- biases and prejudices  Lag time- discrepancy between Rate of speech and thought  Generalization, deletion and distortion of information

47

ACTIVE LISTENING Active listening involves behaviour that shows there is mutual understanding between the customer and the CSR It involves listening fully for meaning both implicit and explicit.

: Any conversation is a two way process ,aim to listen 75 % of the time and talk only 25 %.

48

HOW TO LISTEN ACTIVELY  Pay attention  Acknowledge the listener  Reflect, paraphrase and provide  Defer judgement

 Respond appropriately

49

SHOW YOU ARE LISTENING  To show encouragement: Can you tell me something more about it?  To seek clarification: Can you help me understand this?

 To summarize: I hear you are saying.....  To acknowledge: I can see you seem (feeling)  To validate a feeling/emotion: I can appreciate why you feel that way.

50

DIFFICULT CUSTOMERS

51

WHY CUSTOMERS GET DIFFICULT       

Deadlines promised and not met Product not up to the expectation of the customer Poor after sales service Lack of professional behaviour on the part of the CSR Lack of follow up Delayed response from CSR Improper planning on the part of the organization and thus a loss of time for the customer  Inadequate knowledge of the service or product

52

MY CHECK LIST  Keep your cool and be in control of the situation.  Focus on the situation or the problem that the customer is relating to you.

 Do not focus on the person or be judgemental about him/her.  when a difficult customer calls up he is angry or upset with the product service or organization - not with you as a person

53

MY CHECK LIST  Learn to first deal with the emotional state of a person first  that any customer wants to be respected and treated as an individual.

 Learn to recognize difficult customers in the early stages of a call so as to be equipped to provide an adequate response.

54

INDECISIVE CUSTOMERS     

Unsure of their needs or wants Will spend hours deciding what to buy Seek constant clarification Suspicious of what you say Live in constant fear of making a wrong choice

: These customers will take up a lot of your time and keep you engaged

55

HOW TO DEALWITH THEM       

Initially greet these customers Restate the benefits of the product/ service that you are offering Assure him about the qualities of the product Ask as many questions so as to gain information Listen actively and be alert to the verbal and non verbal cues Suggest suitable options to aid the process of decision making Reassure and reinforce security, protection, warrantee and other concerns  Assertively guide them in their choice

56

DEMANDING CUSTOMERS    

Domineering by nature Insecure people who strongly feel the need to be in control Constantly finds faults with the organisation. Pushes you against the wall

: They will use their wily tricks to force you to respond in a manner they want

57

HOW TO DEAL WITH THEM  Don't be provoked ,be calm and collected  Be professional and do not react in a hasty manner  Use the customer‟s name to draw his attention and apologize where appropriate and necessary  Be assertive  Reiterate with the customer what you can do  Negotiate where possible if it is within the purview of the organization‟s policies and procedures  Provide an alternative if possible

58

RUDE AND INCONSIDERATE CUSTOMERS    

Offensive in their manner of speaking. Raise their voices when speaking Use abusive language Demand to speak to the supervisor

: They may come across as confident and self assured, though most often such people are insecure and defensive. They often use such tactics to draw attention to themselves.

59

HOW TO DEAL WITH THEM  Remain in control of the situation  Stay calm  Maintain an even tone of voice  Don‟t reply in a hasty manner  Be patient and keep cool.

60

TALKATIVE CUSTOMERS  Friendly warm people

 Love to connect with others and have a conversation  They are by nature talkative  Sometimes lonely and eager to hear another human voice.

: Although it might be pleasant to talk to such customers they tend to take too much of your time.

61

HOW TO DEAL WITH THEM       

Remain warm and friendly Acknowledge comments, but stay focussed Step in when there is a pause in the customer‟s conversation Interject in a tactful manner when required Ask open ended questions to gauge the customer‟s needs Summarize and paraphrase to ensure that you understand As soon as you have the information in hand switch to close ended questions to restrain the customer from continuing  Interject with suitable product related questions when you find the conversation slipping out of control

62

IVE CUSTOMERS  Will listen to you patiently  Hesitant to voice their opinions  Unwilling to commit themselves to a decision  Responds with hesitant phrases such as “hmmm, uhhh, OK, I see.....”

63

HOW TO DEAL WITH THEM     

Listen and keep them involved Be patient and continually reassure them Offer simple explanations Assist them in their endeavour to come up with questions Interject with close ended questions so as to confirm their understanding  Give references of other customers who have were satisfied with similar solutions so that they feel reassured

64

DISSATISFIED CUSTOMERS    

Pessimistic in attitude Will resist all your efforts to help them Feels victimized Constantly complains and feel annoyed

: Such customers believe that their situation is the most important in the world and must be addressed immediately. They can be quite draining on your energy.

65

HOW TO DEAL WITH THEM  Don‟t interrupt when such customers speak  Stay focussed and positive, interject with positive comments when you can  Do not waste your time trying to justify a mistake  Don't patronize or pacify such customers  Tell them you understand how they feel  Ask questions that are open ended to information and paraphrase to confirm understanding  Choose an appropriate course of action

66

IRATE/ANGRY CUSTOMER       

Wants someone to take notice of them Feels justified in being angry Gives them a feeling of being in control Abusive Wants explanations not excuses Intolerant of condescending or authoritative behaviour Not willing to listen to you

: Anger is a sign of frustration. Irate customers behave so, to intimidate and appear more powerful than they feel.

67

WHY AM I ANGRY? I feel let down and cheated

I’m unhappy with the service

Offense is the best form of defense

I can push you around

I feel powerful

68

HOW TO DEAL WITH THEM  Remain objective through this entire transaction

 Be assertive and not aggressive or ive  that an angry customer is angry at the product, service or the organisation and not at you  Keep your cool  Calmly but assertively tell the customer that although you want to assist him/her, you cannot do so until they provide the information  Reassure the customer  Use statements that will ease the customer‟s frustration

69

AND THEN……..        

Determine the cause of the problem Make it a point to listen actively Do not rush to offer an apology for allegations Do not judgment Negotiate a solution Ask for the customer‟s ideas and implement them if it is possible Ask specific questions Follow up to ensure that everything goes well

70

CUSTOMER COMPLAINTS Studies show that only 4 percent of dissatisfied customers will tell you so,96 percent go away and of that,91 percent go elsewhere or simply do not return..

: Complaints are opportunities in disguise because they are telling you where you can bring in a change or make an improvement.

71

COMPLAINTS ARE OPPORTUNITIES

COMPLAINTS

IMPROVED BUSINESS IMPROVEMENTS

SATISFIED CUSTOMERS

72

KINDS OF CUSTOMER COMPLAINTS  Product or Service Specific  Long wait Time  Miscommunication  Uncaring staff

73

TOP CUSTOMER COMPLAINTS – – – – – – – – – –

Debt collection - Banks call to collect outstanding loan amounts. Auto sales Credit cards Home repair construction Internet goods and services Predatory lending and mortgages Telemarketing Auto repair Auto warranties Telecom related complaints

74

COMPLAINT HANDLING STRATEGIES       

Acknowledge the customer‟s grievance, let him calm down Don‟t look or act defensive, keep calm. Listen carefully, make notes and give Empathize with their feelings Don‟t patronize when you apologize Discuss solutions and corrective action Agree to the action required depending on your level of empowerment  Follow up-you are the one point for the customer, try to be the one point solution as well

75

LIST OF HANDY PHRASES What to use I can.... Tell me about it.... Certainly.... I understand... May I explain...... Let‟s see what we can do…. Yes, however, what we can do is.....

What to avoid You will have to Yes, but...... That‟s not possible..... You are wrong.... Don‟t you understand..... Whatever.....

76

SERVICE RECOVERY It is compensating the customer for the harassment that he has gone through and then adding value so that he stays loyal for life.

77

SERVICE RECOVERY PROGRAM  Apologize: Apologize sincerely on behalf of the company  Restate: Restate the problem like the customer described to make sure that you understand what the customer means

 Empathize: Let your customer know that you know how they feel  Restitution: Time to now gather brownie points  Follow up: Find out if your customer is truly satisfied

78

EMAIL AND CHAT

Customer Service through email and Chat is fast replacing voice based services.

79

ADVANTAGES  Email and chat services are more secure  They can be accessed anywhere at any time  Chat or email history can be saved and archived for future reference  Reduces operational costs like fax, telephone and staff  Customers get personal attention  Greater flexibility in of time

80

EMAIL ETIQUETTE The DOs  Check the email address of the person you are writing to  Use the appropriate greeting or opening salutation  Divide your message into paragraphs with a line space in between each paragraph  Make each point clear in a separate paragraph  Check if all the necessary details have been given in your message  Fill in the “subject” line after you compose your email and keep it “SMART”

81

EMAIL ETIQUETTE  Follow a logical sequence through your message  Close your message with a proper salutation  Put in your name, designation, office address, and telephone number  Check your message for correct grammar, punctuation, and spelling  Use capital letters to begin a new sentence. Use capital letters for all proper nouns even if they occur in the middle of a sentence

82

EMAIL ETIQUETTE  Check to see whether you need to use a question mark or a fullstop and use them accordingly  Be careful with words that sound alike but are spelled differently. Examples: stationary, stationery  Take care with the way you express humor or sarcasm as email cannot convey intonation as can be conveyed in speech. Your message can be misunderstood  Always maintain a professional tone in your business messages even if you are replying to a rude one  Use positive language

83

EMAIL ETIQUETTE DONT’S  Do not start a mail abruptly take the time to greet the person  Do not sign off as “service desk”– use your name  Do not clutter your sentences together in one long paragraph  Do not capitalize every word; it is considered “shouting” in netiquette  Do not use ambiguous language  Do not clutter your messages with unwanted words and phrases  Do not put all the points together into one paragraph  Do not use jargon, slang, sms language or short forms  in business email  Do not use a demanding or rude tone

X

• 84

APPROPRIATE USAGE AVOID

USE INSTEAD

We would like to ask you to Visualize Assist Purchase Utilize Obtain Sufficient In view of the fact that Conduct an investigation Make a decision attempt Please be informed that the meeting will be held on Monday the 24th December 2010

Please See Help Buy Use Get Enough As investigate decide try The meeting will be held on Monday the 24th, December 2010 85

SOME PHRASES …. I will / I can… Tell me about it We apologize May I explain… Certainly I would be happy I understand.. I assure you.. Yes AND… Yes HOWEVER…

86