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Copy of Customer Care

Raising the Bar in Customer Service, Effective Principles of Handling Complaints & Service Provider’s Real Challenge
by

Angel Roseboom

on 11 January 2016

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Transcript of Copy of Customer Care

CUSTOMER CARE
LEARNING OUTCOMES:
Project a confident and professional image.
Expectations of Service Excellence
Comprehend the different levels of communication & communicate effectively in different settings.
Establish good relationships with various parties i.e customers, superiors & employees.
Skills for Deflecting Upset Customers

Effective
Communication

.
CUSTOMERS'
EXPECTATIONS

3. QUALITY
5. APPRECIATION
2. PRICE
1. SERVICE
4. ACTION
Customers expect the service that they think is appropriate for the level of purchase that they are making.
The cost of everything we purchase is becoming more & more important.
Customers want the products that they purchase to be durable and functional until customer decides to replace them.
Customers need to know that we follow up and follow through on their request.
Customer need to know that we appreciate their business.
Face to Face
Email
FOUR
P
's OF SERVICE

1) PASSIONATE
2) PROGRESSIVE
3) PROACTIVE
4) POSITIVE
1) Passionate
2) Progressive
3) Proactive
4) Positive

To have zest for your work, for yourself and for people. Passion means bringing life and vitality to your work.
To create new and exciting ways to improve your service and personal style.
To be actively involved with your job. Taking the initiatives is important in achieving service quality.
A universal language that everyone understands is
SMILE
. Being positive means that you welcome your customers and that no question or demand is an imposition.
FACTORS LEADING TO
"SEVICE EXCELLENCE"
A huge range of factors can contribute to customer satisfaction:how well your product or service matches customer needs.the value for money you offer.your efficiency and reliability in fulfilling orders.the professionalism, friendliness & expertise of your employees.
Customer Service vs. Service Excellence
HOW TO EXCEED?
(1) Look for verbal & non-verbal clues on the emotions of the customer.
(2) Apologise for the situation.
(3) Express personal disappointment.
(4) Show understanding & care.
(5) Resolve the situation directly, immediately & completely. You are
taking the responsibility of fixing it.
(6) Add comfort so as to win their loyalty back.
(7) Thank the guest.
(8) Express appreciation to the guest for giving you the opportunity to
fix the situation to his/her satisfaction.
(9) Offer further assistance.
MANAGING UNHAPPY GUEST
HEAT
BUILDING RELATIONSHIPS THROUGH
T.I.P.S

(3) PROACTIVITY
(4) SOLUTIONS
(2) INTEGRITY
(1) TRUST
No matter how long or short your interaction is with the customer, if you can establish trust, it will have been a positive encounter.
Customer who can count on an employee to know his job, and to do the best for them will keep returning for more.
If what you do or say is based on integrity (honesty, truthfulness & consistency), there is promise of positive results.
Anticipating a customer’s needs and acting before being asked.
It is frustrating for customers to ask for help & not receive it.
The more productive we are in dealing with complaints, the better we are in building relationships that are basedon mutual trust & respect.
What is your definition of Customer Service?
What is HJ Service?
" I am so impressed with the customer care, personal service, diligence, attention to detail and overall integrity of Herff Jones. In a time and place when indifference seems to be the norm,your follow through is positively refreshing and has made an enduring impression. Thank you for going the extra mile and for your congratulatory wishes."
- Deb W.
What are some companies known for superior Customer Service?
WHY?
Phone
Words 14&
Tone 86 %
Greet
Smile
Acknowledge
Stand
Use Name
Words 7%
Tone 38 %
Gestures 55%
It's not only, WHAT you, but HOW you say it!

"Can I help you?"
unsure tone
condescending tone
disinterested tone
Answering the Phone
Pick up within 2 rings
Greet the caller
Give your name
Ask the customer how you can help
TIP: Write down the customer's name and use it at least 3x during the conversation. Don't refer to the customer as Sir or Ma'am.
Placing Callers on HOLD
Ask
Wait for response
Tell Why
Give realistic timeframe
Thank customer for holding
TIP: If the customer does not want to hold, offer to call them back.
Transferring a Call
Explain why and to whom
Ask
Consult
TIP: Give the customer your name and number to come back to if needed.
Ending a Call
Repeat action steps
Ask if there is anything else you can do to assist
Thank the customer for calling and congratulate
Let the caller hand up first
Inflection
Smile when taling on the phone
Stress key words
Breathe
Volume Control
Don't yell back
Keep your voice volume lower and consistent
Pacing with the Customer
Rate of speech
Create an and use email thread
Limit each message to a single subject
Use the subject line
Begin with Thank You
End with an Invitation
Auto signature
Proofread before sending
YOU'RE NOT TEXTING !!
Who Are Our Customers?
Students
Sales Representatives
Bookstore Staff
Plant/Manufacturing Personnel
Co-Workers
Customer Service
Meeting Expectations
Warm & Friendly
Competent / Knowledgeable
Customer Satisfaction
Exceeding Expectations
Accommodating & Flexible
Subject Matter
EXPERT
Customer Loyalty
Irritating
Unsure and timely....

HOW TO REACT:
Exercise Patience
Rude
Not angry, just unkind or rebellious

HOW TO REACT:
Emotionally disengage
Go to your "Happy Place"
Try the "Magic Phrases"
Angry-Unhappy
HOW TO REACT:
Maintain Control of your Emotions
Use H.E.A.T to Cool down the situation
Abusive
NOT Appropriate:
Swearing
Prejudices
Threats
IRRITATING
RUDE
ANGRY - UNHAPPY
ABUSIVE

Regardless of how you feel - the customer deserves great service!
Upset Customers
HEAR
EMPATHIZE
APOLOGIZE
TAKE ACTION
HOW TO REACT:
Attempt to have customer change behavior...how?
IF behavior continues - disconnect the call
Avoiding Escalation
Why do customers want to escalate?

HOW TO AVOID:
Demonstrate CONFIDENCE
Know your Product & Policies
Use the 2-step "Policy Pattern"
Forbidden Phrases
Turning negatives into prositives
"I don't know"
"We can't do that"
"You'll have to..."
"NO"
"No Problem" (add video)
"That's not my/out fault"
"You need to talk to my manager"
"Calm down"
"I don't know"
"We can't do that" "NO"
"You need to talk to my manager"
Calm Down
The Sandwich Technique
When we have to say"NO"
Power Phrases
My Pleasure
"No Problem"
Service Excellence
212°
Effective Communication
Forbidden Phrases
Congratulations
Deflecting Upset Customers
HEAT
The Sandwich Technique - "What I can do."
2-Step "Policy Pattern"
Re-Cap
Confident
Professional
Turning negatives into positives
You're Welcome
My Pleasure
Never "OK" A NEGATIVE
4 P's of Service
"That's a great question, let me find out for you."
Never say no, then just pause. Always have a positive alternative.
Insinuates there was a problem in the first place.
If you are unsure, consult with your manager first. "Let me see what I can do for you" - Don't just automatically transfer a customer to a manager.
Take Ownership
" I understand your frustration and I am trying to assist you; however I need for you to work with me, so I can get all the details clarified."
You're Welcome
Congratulations on your accomplishment
BRAINSTORM SOME MORE WITH THE GROUP!
Full transcript