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CUSTOMER SERVICE TRAINING GUIDE
Transcript of CUSTOMER SERVICE TRAINING GUIDE
"There is only one boss, and whether a person shines shoes for a living or heads up the biggest corporation in the world, the boss remains the same. It is the "
". The Customer is the person who pays everyone's salary and who decides whether a business is going to succeed or fail. In fact, the customer can fire everybody in the company from the chairman (CEO) on down, and he can do it simply by spending his money somewhere else
We treat our customer with dignity and respect
We treat our customer like "
- We make our customer feels important and appreciated
- We make our customer feels that we understand their concerns
- We make our customer feels secure and protected.
A. Introduction to Customer Service
" Quality only happens when we care enough to do our very best."
B. QUALITY CUSTOMER SERVICE
a. Customer Definition
The most basic need of all and is usually associated with being greeted politely and courteously
b. Customer Basic Needs
* Understanding and Empathy
b. Customer Basic Needs
CUSTOMER SERVICE TRAINING GUIDE
"Customer is our TOP PRIORITY at all times."
* Greet customer politely and courteously
Customers want to know about products and services but in a pertinent and time
* Educate customers on policies and procedures they will encounter doing business with you. Set realistic expectations. Good information is often good service.
* Options and Alternatives
Provide the customer with other available options to get what they want to accomplish
* Customer need to feel that there are other options available to meet their needs
Customers need to feel that their circumstances and feelings are appreciated and understood by the service person without criticism or judgement
* Acknowledge the problem or question without criticism or judgement
Customers want to feel they receive adequate attention and reasonable answer
* Treat all customers equally
Control represents the customer's need to feel as if they have an impact on the way things turn out.
* Customers want to feel that his/her wants and inputs has influence on the outcome
c. Facts about Customer Service - Simple action Huge Returns
Customers will spend up to 10% more than for the sames product with better service
When customers receive good service they tell 10-12 people on average
When customers receive poor service they tell upwards of 20 people
There is an 82% chance customers will repurchase from a company when they were satisfied.
There is a 91% chance that poor service will dissuade customer from ever going back to company
d. Attitude Towards Customer Service
Treat all customers with respect and sincerity
The Golden Rule: "
Do unto others as you would have them do unto you
Focus your attention on the customer
Uphold an impartial and fair attitude toward all people
Respond knowledgeably and provide correct and accurate information
Go the extra mile in responding to customer's need
Maintain a professional attitude
Follow Through Commitments
Respond in a timely fashion
Make a difference
Quality Customer Service
Poor Customer Service
Cold or Impersonal
Creating positive points of contract
Personal side of the customer service
Positive Points of Contact
:) A caring and friendly atmosphere
:) Ownership of problems
:) Quick Solutions
:) Clean, neat surroundings
:) Returning phone calls promptly
:) Giving everybody special attention
Negative Points of Contact
:( Letting your phone rings more than 3 times before answering
:( Not identifying yourself when you answer the phone
:( Putting your customer on hold for a long period of time
:( Poor signage
:( Dirty surroundings
Information and access
Strengthen customer loyalty and service.
Providing quality customer service also benefits you
C. COMMUNICATION SKILLS
"Excellent Customer Service is all about Communication"
a. Communication Elements
1. Verbal - refers to the words you use and the way you use them. Verbal message includes:
- Content of message
- Choice of words
2. Vocal - refers to how you sound when communicating. Vocal messages includes:
- Enunciation, accent
- Pronunciation, pitch
- Period of Silence
3. Nonverbal - refers to your gestures and body positions as well as unspoken understandings and presuppositions that may affect any encounter when communicating. It is the messages you send with your body that includes:
- Facial expressions
- Body posture
- Eye contact
- Space and time
Nonverbal Cues give indicators about a person's feelings and thought
A person generally expresses how the person's feeling: nervous, embarrassed, playful, friendly, etc.
Nonverbal cues often referred to as body language
To communicate better, you need to be sensitive to your body language and other person's body language.
Allows you to interpret messages that others send non verbally.
Cannot be shut off.
Have many interpretations.
Refers to the physical distance between people.
1. Intimate distance
2. Personal distance
3. Social distance
4. Public distance
b. Improving Communication Skills
Here are the guidelines to help you facilitate communication with others
1. Get ready to listen
Give your full attention to the person facing you
Put away other work and focus on the needs of the person
2. Be prepared
Whatever paperwork you need, be organized
3. Show that you are listening
Maintain eye contact
Give minimal encouragements such as head nodding, smilling etc.
4. Hear the entire message, asking questions if you need more information
Paraphrase or clarify messages
Take notes if necessary
5. Avoid making judgement about the customer or his concerns
Customers who are angry may vent their anger on you, however don't take their anger personally
6. Recognize biases or suggestions in customer's comments, but don't point them out to the individual
7. Always use a pleasant tone of voice
Remember voice intonation and body language reflects your attitude
8. Give appropriate feedback
You should be able to express your thoughts about customer's clear message clearly
Describe what you've heard, but don't evaluate
Make sure that your feedback is helpful and designed to clarify situations
Focus on the customer's point of view.
D. CUSTOMER SERVICE STANDARDS
a. Handling Telephone Calls
1. Telephone Etiquette
"It is not what you say; it's how you say it."
The moment you pick up a telephone, body language and visual perceptions disappear and your tone of voice become dominant.
Slow pitch and presentation
High pitch, rapid voice
"I don't like my job and would rather be elsewhere"
"I am sad and lonely, do not bother me"
"I am angry and aggressive"
"I am enthusiastic and excited"
Presenting a professional image both in person and on the telephone is very important. Taking care of the customers over the telephone made them feel well informed and appreciated in essential.
Below is the telephone etiquette when receiving a call.
1. Speak clearly
2. Use your normal tone of voice when answering a call
3. Do not eat or drink while you are answering telephone
4. Do not use slang or poor language
5. Address the Customer properly by his/her title
6. Listen to the caller and what they have to say
7. Be patient and helpful
8. Always focus on the call
2. Basic Telephone Spiel
1. Answering the Telephone - Initial Greeting
- Answer the telephone promptly
- Smile when you answer the telephone
- Provide one voice for customers.
- Greeting is a key; it is the tone and style of the whole interaction
- Standard Spiel: "
Good Morning, this is KRISMA, how may i help you?
- Verification Process
2. Transferring a Call
- Transfer only the call if necessary, avoid run-around
- If a call mus be transferred, state what you can do, not what you can't do
- Turn a negative into positive by letting customers know you are acting for their benefit.
- Screen the call first before transferring a call
- There are customers who do not want to disclose any information.
- Standard Spiel:
a. If a customer is looking for specific person: "
Ms/Mr Cruz kindly hold on please. Allow me to transfer your call
b. If customer is not looking for a specific person and inquiring for a service that you do not handle: "
Ms/Mr Cruz, kindly hold on please, I will transfer your call to the person who can assist you better
- When transferring a call, make sure to pass along customer information and the details of the inquiry to the handler.
3. Putting a Call on Hold
- When putting a call on hold, always ask permission.
- Get back to the customer as quickly as possible.
- Do not apologize for the delay, it is more professional to say "
Thank you for holding
- Standard Spiel: "Ms/Mr Cruz kindly hold on please"
- Wait first for the client to confirm is she willing to be put on hold.
4. Taking Messages
- Before taking a message, ask the caller first if you can assist them
- Get the complete information on the customer such as first and last name, company name (TA/CORP), telephone and mobile and their inquiry details or concern.
- When taking a message due to co-worker is not around or on leave, you may explain your co-workers absence in a positive light but do not be too specific.
- Give a reasonable estimate of when the co-worker will return
- Always offer help to the customer, take a message or transfer to another co-worker who can help her better than you.
- If co-worker is on holiday and will not return to the office for some time, it is permissible to say that he/she is on holiday.
- Assure the customer that his/her message will be relayed to your co-worker
- Standard Spiel: "
Thank you for all the information, rest assured that this message will be relayed to GERALDINE
- Remember this simple things when relaying the message to your co-worker:
a. Note the time and date of the call
b. Clearly summarize the message.
5. Ending the Call
- Always recap any actions agreed to be taken and what is going to be done to help and serve the customer
- For customers who made a booking over the telephone, always recap all the details of the booking
- Standard Spiel before ending the call: "
Is there anything else I can help you with
- Standard Spiel when ending the call: "
Thank you for calling Rakso, have a nice day!
b. Handling E-mail Transactions
"Treat customers the same way you would do in a customer that came through the door or responded to you via telephone."
1. Quick Email Etiquette
- Follow standard rules of grammar, punctuation and capitalization.
- Use a professional, yet conversational tone.
- Be brief and make your message easy to read
- Be clear but sincere.
2. Tips in Answering Email Inquiries
- Respond to every email quickly
- Make your response personal
- Adapt by knowing who your email recipient is
- Always start with a Thank you
- Dig information
- Solve your customer's problem
- Wrap it up with another thank you (or a sincere apology if needed) and offer an alternative way to contact you.
- Always check before clicking send
- Don't Abbreviate
- Don't use several exclamation point
- Don't use emoticons
- Don't send the one work "OKAY" or "THANKS'' Response
3. Email Acknowledgment Template
Use below standard template for acknowledging first email of inquiry received.
SAMPLE 1: For DP/TA
Dear Mr/Ms. Cruz,
We are in receipt of your inquiry/request and will get back to you as soon as we have all the necessary details and information.
Thank you and may you have a pleasant day.
(Email signature format)
Sample 2: For Endorsement
CC: Handler and TL/Manager
Dear Mr/Ms. Cruz
We are in receipt of your request and have forwarded it to the person handling KOREA FIT, Ms. Geraldine. Rest assured she will get back to you as soon as all the necessary details and information are available.
Thank you and may you have a pleasant day.
(Email signature format)
BCT (By copy to): Geraldine please handle.
c. Handling Walk-In Customers
1. First Impression: The Initial Greeting
Do it right the first time AT ALL TIMES
You only get one First impression. You will never get a second chance to make a first impression.
When a customer enters the office, you can set a positive tone by:
- Stop what you are doing.
- Face and acknowledge the customer
- Give an open and eager offer to help
- Speak clearly and politely
- Be genuine - no phony
- Use Mr., Mrs., or Ms. and the customer name when possible
- Avoid terms of endearment and diminutive terms
Here are some ways to create positive impressions:
- A genuine smile
- Pleasant tone of voice
- Polite and courteous manner
- Using customer's name in a conversation
- Friendliness and offering immediate assistance
- Thoughtfulness in meeting the customer's need
- Personal responsibility for a customer
- Quick problem solving for customer
Here are some factors that create negative impressions:
- Make the customer wait
- Not saying "please"and/or "thank you"
- Making faces, frowning, acting, distant, not smiling
- A poor handshake
- Speaking loudly or disrespectfully to customers or colleagues
- Looking disheveled or like you do not care about your appearance
- Focusing on another task while addressing or servicing a customer
2. Projecting a Professional Image
Your professional image includes:
Be friendly and be sincere
Be aware of you behavior and conduct towards others
Be respectful of all people without regard to your personal feelings
Treat all customers with respect
Maintain a neutral and fair attitude towards all people
Refrain from inappropriate joking
Never make offensive comments about a customer or other employee
Be courteous, always use "please" and "thank you"
Have energy and openness in the tone of your voice
As much as possible from using technical terms
Always explain technical terms if in case you need to use them
- Body Language
Refrain from using crossing your arms
Maintain a good posture as it reflects on how you are feeling about your job
Make an eye contact and always focus your attention to the customer
Learn to listen carefully and attentively
Provide consistent information to all customers
Give updated and correct information
Always look for alternative solutions
- Attire / Hygiene
Dress appropriate for your job
Wear clean and neat clothes
Dress for your customer's comfort, not your own comfort
Be particularly attentive to personal hygiene
- Work Areas
Keep your work area neat and organized
Remove negative or inappropriate pictures, cartoons and screen savers
- Work Habits
Be prepared and ready to work on schedule
Seek to improve job knowledge and skills
Limit personal conversations with co-workers and custoers
Limit personal telephone conversation for the lunch hour in areas away from the public
Do not assist customers with food and gum in your mouth
3. Facial expressions
Greet customers with a smile and they will respond
- What does your face says?
- What does your face says about your attitude?
- The face as a whole communicated emotional state such as happiness or sadness
- Eye contact and facial expressions provide important social and emotional information
Different cultures have different rules for eye contact:
Western Culture - eye contact shows a person's interest and engagement with your conversation
Middle Eastern Cultures - eye contact is less common and considered less appropriate than Western cultures
Asian Cultures - in China and Japan eye contact is not considered an essential to social interaction instead it is often considered inappropriate
African and Latin American Cultures - in many circumstances intense eye contact is seen as aggressive confrontational and extremely disrespectful.
- Facial expressions that show interest is engaging a smile, a bright facial expression and control of your voice tone.
- Facial expressions that are not allowed when dealing with customers are blank face, forced smile, arrogant face, angry face, annoyed face, blunt face and troublesome face
- Meaning of facial expressions:
1. Don't react or smile
2. Smile brightly
3. Don't make an eye contact with the person
4. Looking at the person from head to toe
5. Looking at the person for a long time with big eyes
WHAT YOUR CUSTOMERS FEEL
You are annoyed and you do not want to accommodate them
You offer help and looks very pleasing
You do not want to be engaged in a conversation
You are insulting them or you don't trust them
You are feeling a strong interest or excitement in attending them
You don't agree with them and you do not want to talk to them
d. Follow-Up with Customers
- Always follow up the customers who have inquired to you
- Email a reminder and an agenda
- Prepare a script and make a lively conversation
- Get in the mood
- Speak briefly, then listen and make it a conversation
- Be yourself
- Ask for the next step
e. Major Do's and Don'ts of Customer Service
DO what you say you are going to do
DO ask questions about the information you need to process the booking
DO return phone calls and emails immediately
DO treat your customers with respect and appreciation
DO focus on making the connection not content
DO use complaints as an opportunity to improve and create better connection with customers
DON'T say NO
DON'T treat customers as transactions
DON'T assume, it is better to ask and get clarify than to assume and make mistakes
DON'T break promises made to customer
DON'T blame your customers for poor service
DON'T try to amend the agreed upon transaction along the way
DON'T argue with the customers
DON'T limit availability
DON'T badmouth the competition, it is a poor look and will damage your reputation
DON'T expect the customer to accept your mistake in your area of expertise
- Here are som helpful reminders for polite and friendly reponse:
1. I don't know
3. That's not my job
4. You're right - this is bad
5. That's not my fault
6. Calm down
7. I'm busy right now
8. Call me back
I'll find out
What I can do is..
Let me find the right person who can help you with
I understand your frustration
Let's see what we can do about this
I'll be with you in just a moment
I will call you back, what is your contact number
f. The Importrance of Possitive Attitude
The currents that determine our dreams and shape our lives, flow from the attitudes we nurture everyday
The Magic of a Positive Attitude:
A positive attitude triggers entusiasm
A positive attitude enhances creativity
A positive attitude can cause good things to happen
The Five C's of a Positive Attitude
Be in charge of your attitude:
We have a choice every day of our lives regarding the attitude we embrace for that day
Your style of customer service is a reflection of you
The quality of you as an individual is reclected in the standards you set for yourself
There are only two things you can control: yourself and how you respond
People who feel good about themselves produces good results
Gain stenght from the positive and don't be influence by negative
g. Customers Characteristics and Sales Point
Majority belongs to this age are college students
Tends to have mor time due to summer vacations
More adventurous and more ofetne interested in backpacking or explore on their own trips
Finan condition dependent to their parents
In case of employees, they might be financially capable but they lack time
Offer an airtel package promo with free schedule
Since they are dependent on their parents in financial needs, offer special promos and packages with lo price range
Suggest a destination with several tours sights and adventurous activities
For employess offer packages during holidays and weekends
Majority belong to this age are employees
Can travel only for a short period of time
More interested in price of the product than content
Usually schedule travel on holidays or weekends
Ussually inquire trips together with colleagues or friends
Must have travelled by now and would compare products with other agencies.
Highlights the strong pints of your product and explain why it is better than competitor's product
Offer packages during holidays and week ends
Offer budgeted tour packages
Majority belongs to this age are employees of businessmen
Since they are working for almost 20 years already, they have good financial condition and have more budget than 20-30's
Frequent travelers at his point of time
Usually travel with family
Usually travels for business purpose
Briefly discuss and point out the special inclusio and itinerary of your product compare to other agencies
Usually this age would like to travel with all in inclusions so at first you must offer Group tour packages
Make the customers feel that they are VIP
Offer higher quality product
E. HANDLING DIFFICULT CUSTOMERS & COMPLAINTS
Good Customer Service means "
" and "
" to satisfy customer
Why Customers Ge Upset?
The customer did not get what was promised or what expected
The customer perceived that they were treated rudely
Someon was indifferent to the customer
No one listened to the customer
How to Calm and Angry Customer?
- To calm an angry customer, first you must calm yourself
- Never make lame excuses. This is poor customer service
It is the fault of the computer/system
It is the fault of the internet connection
It is the fault of the manager
It is the fault of the airline/supplier
It is the fault of the Tour Guide
It is just the way it is
- If your customer is unsatisfied, use the ff methods below:
Listen and assume that customer has the right to be angry
Listen to Emotion without Emotion
Express you are sorry
Do not argue and do not interrupt
Do not lose your self-control
Point out facts
Admit and own the problem
Place the customer first, problem second
Involve the customer in problem solving
Give the customer's a way back
Do not question the customer's correctness
Be conscious of your attitude and nonverbal messages when dealing with client face to face
a. Don't buy into it
b. watch your body language
c. Listen to your vocal message
- Avoid emotional trigger prases:
No, I don't know
You should have
Why didn't you
The only thing we can do
I will find out for u
Let's do this (move to the future, not the past)
I can see why
Here's what we can fo,
Here's how we can handle this, (quote the policy; just don't call it policy)
f. HOW TO BECOME A CUSTOMER SERVICE STAR
Our beliefs about what we are and what we can be precisely determine what we will be
- Becoming internally motivated to serve
Motivation can only come from inside a person
Customer service s maintain motivation to exceed customer's expectations
When you assisting a customer, pay attention to how you feel.
- Conveying a Sincere Interest in Others
Starts are genuinely interested in their customers tick - they search for the key to each customer's satisfaction
- Maintain a positive attitude
It is easier to communicate with customers when you feel positive
Customers can feel your positive energy and thye come away feeling positive too
- Remaining Energized and Enthusiastic
One of the great things you can do for yourself is to be excited about your work and your life
If you live enthusiastically everyday, you will remain energized and you outlook will improve
Tru customer service starts are sincere in showing their energy and enthusiasm
Remember, customers know when you're faking it; customers can detect falseness and insincerity
- Getting to know your organization
Stars have an unstoppable sense of curiosity
Stars not only learn their own jobs and departments, but also learn about other departments
Stars try to see the big picture for the customers; this awareness helps them serve their customers
- Tracking your performance
Stars want both positive and corrective feedback
Try to view all customer feedback as ao gift that will help you improve your performance
If you can chnage the situation, develop plan for doing it
If it is something over which you have no control, pass it along to the appropriate person or team
Invite customer feedback whenever possible
- Taking initiative
To take initiative means to take action
A star is ready and willing to act.
- Keep your attitude up all day long
a. Remind your self to engage in positive self-talk
practice healthy thinking
Don't clutter your mind with negatives
b. Get a calming object
Use a photo, cartoon or positive note that reminds you that this too shall pass
c. Focus on success rather than failures
Track the things that go right
d. Use your break effectively
Do something to keep yourself going
Relax and clear your mind
Listen to music, play motivated tapes, take a walk or read
Don't use your time for complaining
e. Develop a buddy system
Learn from each other, and share the load
Work with your coworkers to give each other break from stress
f. Take care of yourself
When details are getting you down, step back and look at the big picture
Exercise, volunteer, spend time with friend and family and do other things that add value to your life
g. Bring your sense of humor to work
Take your work seriously, but don't take yourself seriously
Learn to laugh at yourself
Don't forget to take your sense of humor back home with you
h. Thoughts have power
Your thoughts shape your behavior
Your thinking influences your feelings
Your mindset can become a major asset or a serious career problem
Your positive outlook energizes, empowers, and actually strengthens you
Your level of energy contributes greatly to your career success
Optimism reveals possibilities that are hiding in shadows
Positive thoughts refresh your mind and prepare you to deal more effectively with tomorrow