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Customer Care

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

Vincent Tung

on 11 June 2015

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Transcript of Customer Care

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

CUSTOMER CARE:
DEFINITION
...is anything we do for the customer that enhances the customers’ experience. Customers have varying ideas of what they expect from customer’s interaction.The customer service provider must get to know his/her customers & strive to provide them with excellent customer service.
CUSTOMERS'
EXPECTATIONS

3. QUALITY
5. APPRECIATION
2. PRICE
1. SERVICE
4. ACTION
Every customer comes into the customer situation with differing wants. While wants are frequently hard to identify, all customers have the following F
IVE
basic needs:
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.
"OUTSTANDING CUSTOMER SERVICE"
Service with a heart comes from within us. No matter what we do, what position we hold and what career path we choose, the core of our existence comes from the heart (feelings) & thought (logic).
is "SERVICE WITH THE HEART"
"SERVICE WITH THE HEART"
The
FIVE
components:
1) Understanding our emotions.
2) Managing our emotions.
3) Harmonising the emotions of other people.
4) Competence.
5) Be creative and self-motivated.
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
"CUSTOMER SATISFACTION"
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.
how well you keep your customers informed.
the after-sales service you provide.
In business-to-business trading, providing a high level of customer care often requires you to
"find out what your customers want".
FACTORS LEADING TO
"CUSTOMER SATISFACTION"
CUSTOMERS'
INFORMATION
Information about your customers & what they want is available from many sources, including:
their order history.records of their contacts with your business - phone calls meetings & so on.direct feedback - if you ask them, customers will usually tell you what they want.changes in individual customers' order patterns.
enquiries about possible new products or services.feedback from your customers about things they buy from other businesses.
changes in the goods & services your competitors are selling.
feedback & referrals from other, non-competitive supplier.
1. With a personalised touch
Offering to carry a heavy shopping bag for a guest right up to her car.
2. By good judgement
Handling a glass of warm water when you see a guest coughing.
3. Follow Up & Follow Through
You have purchased a printer cartridge via telephone which will be couriered to you in 3 days time. You receive a call after 3 days from the company to ensure their cartridge has been delivered.
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
Employees who know how to cultivate these
FIVE
qualities will unlock the door to success:

1. Showing EMPATHY
Is the 1st step towards providing outstanding services, and can be readily accomplished with practice. It means identifying customers’ concerns and understanding their viewpoint.

2. HEARING Your Customers
You must remove your own bias and give them your full listening attention.
3. READING People
The ability to recognise how they feel and the underlining issues.

4. RESOLVING the problem (or concern)
This takes confidence, understanding and competence.

5. ATTUNING
This means blending your emotions with your customer in a way that creates a win-win situation.
We are judgmental. We are judgmental at 2 levels – we can be hard on ourselves (which limits our potential) and we can be hard on others.
We fear change. Change includes: uncertainty, risk of failure, chaos, and conflict.
Successful self-made people embrace challenges rather than fear them.
Although the risk may be great at times, the wise person will do adequate research and be sufficiently prepared to minimise the risk.
Anyone in the workplace who has customers to serve and satisfy will find the real challenge lies within himself.
Why are we dealing with ourselves such a challenge?
WE WORRY ABOUT WHAT OTHERS WILL SAY AND THINK.
We are stubborn. We find it hard to change from the old habits to new ones. We prefer to stay put and wait for others to change.
WHAT IS THE SERVICE PROVIDER'S REAL CHALLENGE?
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.
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