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Customer Service

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by

Dana Al Majali

on 29 September 2015

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Transcript of Customer Service

Customer Service & Service Quality
Communicating Effectively with Customers
What describes
GOOD
service and
BAD
service?

Good customer service is taking that extra step
to help without being asked!
It’s all about attitude and skills.

Attitude Checklist
What attitudes assist in providing good service?

Enjoy helping people.
Handle people well, & LISTEN.
Care for your customers.
Give fair and equal treatment to all.
Be understanding of people with special needs.

What do Customers Want?

Brainstorm what it is that a customer wants when they enter the shop.
Greeting Customers
Greeting Customers
Workshop Objectives
Objectives
* Today we will learn how to

Communicate effectively with customers.
Create a positive impression.
Develop and maintain customer service standards.
Plan good customer service.

Communication is a 2-way Process
Communication skills involve:

1. Listening to others (Receiving).
2. Asserting/ Expressing (Sending).
Different Methods of Communication
Verbal (Conversations, presentations, meetings, 1-1's, telephone calls).
Written (emails, letters, text messages, documents, minutes).
Dangers of information overload.
Hidden (body language, tone of voice... etc.)
We are communicating all the time - often subconsciously...

Skills for Customer Service
Know about your organization.
Learn the technical parts of the job.
Communicate well.
Be consistent & organized.
Know your place in the team and be a team player.

Who are Customers?
*Definition of a customer*

>
Internal/
external
customers.

CUSTOMERS
are people who need your assistance.
They are not an interruption to your job, they are the reason you have a job..

Find out how You can Help
How can you find out what people want?
If you can’t help, what should you do?
Offer alternatives if possible.
If they have to wait, how would you handle it?

The purpose is to create and maintain a welcoming environment - how can we achieve this?


Be attentive, acknowledge a person as soon as they appear, even if you’re busy.
SMILE!
Establish eye contact.
Ask how you can help.
Give the customer your full attention.
Be polite and courteous.
Make the customer feel comfortable.
Make the customer feel important and valued.


ECS
Body Language
Eye contact & visible mouth
Some questions
Encouragement to continue
Summarizing what has been said
Smiling face
Checking for understanding
Effective Communication Skills
Barriers to Effective Communication
Language
Individual style
Tone
Distractions
Lack of interest
Too many Questions
Discomfort with the topic
Questioning Skills
Open Questions.
Closed Questions.
Paraphrasing.
Check for Understanding.

Using Your Voice
Do you

Become loud when angry or upset
Speak faster when nervous
Speak slowly when tired or bored
Have a cheerful voice
My tone of voice is warm and understanding
Find it easy to talk to people you don’t know
Control your tone in most situations
Sound bossy, weak or unsure
Have a clear and easy-to-hear voice
Speak in a very formal or very trendy manner?

Think about how you might modify your voice in certain situations.

Body Language for a Positive Result
Be aware of cultural differences & Smile always.
Telephone Skills

Know how to use the phones.
Speak clearly and slowly.
Smile (you can hear it in your voice!).
State your name and organization.
Write down the caller’s name and use it.
Don’t say rude things while someone’s on hold.
If they’re explaining something use words to show you’re listening (umm, yes …).
Have pad and pencil ready to take notes or messages (check spelling and message content)


Guaranteeing Return Business
Leave a positive impression, smile.
Check customers have everything they need.
If you’ve said you’ll follow-up, do so.
Tell them something that may be useful to them later (e.g new service starting soon, new arrivals).
Invite them back.
Say goodbye, and have a nice day.
A Positive Organizational Image
First impressions count and will affect the interaction. People make judgments in the first
30 seconds.


Golden Rule
– You only have one chance to make a first impression!

A Positive First Impression
Be confident.
Knowledge - know your organization and the services you provide.
Follow up (don’t just say you’ll do something, do it)
Strengthen the customer’s commitment to your organization.

Dealing with Difficult Behavior
Label the behavior, not the customer.
Listen.
Don’t get defensive.
Don’t take it personally.
Find out what the customer wants.
Discuss alternatives.
Take responsibility for what you CAN do.
Agree on action.

The Angry Customer
Listen carefully without interrupting so you understand the problem.
Empathize in a broad way.
Stay calm and remain polite.
Don’t escalate the problem.
Don’t take it personally
, be defensive or blame others.
Propose an action plan and follow it.
Seek support if you are scared, if you can’t agree on a solution or if the customer asks to see “whoever’s in charge”.

The ‘know it all’ Customer
Acknowledge what they say.
Compliment them on their research.
Be generous with praise.
Don’t try to be smart – you can’t win!
Ask them questions and use them to improve your knowledge.

The Indecisive Customer
The Suspicious Customer
Establish your credibility.
Ensure you know your product or service.
They will try and catch you out so don’t guess or tell them something you’re not sure of.
Be careful what you say.
Be polite.
Don’t take it personally, they don’t trust anyone!
Role Play
In pairs, one person takes on the role of a customer and one is the volunteer

Use your own scenario if you have one
Swap after 5 minutes

Dealing with different behavior
Find out what they really want.
Ask them for the options.
Assume control gently and point out the best course of action from what they’ve told you they need.
Be logical.
Confirm a plan of action with them.
Maybe even put it in writing.

Our Objectives were to learn how to:

Communicate effectively with customers.
Create a positive impression.
Develop and maintain customer service standards.
Plan good customer service.

What is communication?
The process of exchanging information, ideas, and feelings.
Through written or spoken words, symbols or actions.
The successful transmission of information through a common system of symbols, signs, behavior, speech, writing, or signals.
Conveying or transmitting meaning within a particular context.
The Activity of conveying information.
Getting your message across to others.

But consider this !
Good communication skills require a high level of self-awareness. By understanding your personal style of communicating, you will go a long way towards creating good and lasting impressions with others.
Done by:

Dana Al Majali
Thank you
Full transcript