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Transcript of Customer Service
The Five Key Commitments
There are 5 key commitments that sum up what we have looked at in this workshop and will help you to be professional. These can be remembered through the acronym
mpathise with others
xcel at your job
eam work works
Why is it important to handle customer concerns?
In two groups list down reasons why it is important to learn to deal with customer complaints effectively
Aims and Objectives of the Session
Discuss good and bad customer service
Recognise the importance of making a good first impression
Discuss the importance of dealing with customer concerns
Learners can identify what makes good or bad customer service
Learners can recognise why it is important for a business to "wow"
Learners can understand the art of service recovery
Learners can discuss the 5 key commitments to good customer service
elebrate our differences
nthusiasm is essential
Customer Service Facts
89% of consumers began doing business with a competitor following a poor customer experience.(RightNow Customer Experience Impact Report 2011)
86% of consumers will pay more for a better customer experience.(RightNow Customer Experience Impact Report 2011)
Only 26% of companies have a well-developed strategy in place for improving the customer experience.(Econsultancy MultiChannel Customer Experience Report)
Even in a negative economy, customer experience is a high priority for consumers. 60 per cent say they often or always pay more for a better experience. (Harris Interactive, Customer Experience Impact Report)
In your workbook turn to the page on "first impressions" and in pairs answer the questions on first impressions
Creating a positive first impression
To a customer YOU are the business you work for, and you might be the only contact a customer has with that business. From first impressions made both in person and on the phone your customers will form an opinion on what kind of person is serving them and the organisation they work for.
Make sure you are appropriately groomed every day
Always greet customers. If you are busy or are on the phone give a smile/nod to acknowledge your customer is there and their business is important to you
Keep your workspace clean and tidy
Be aware of your posture, poise and facial expressions
Smile - it's a universal language!
Customer service refers to the quality of treatment that customers receive at every point of contact with a business. Businesses that focus on the quality of the total experience for a customer will have advantage as they are creating a "WOW" experience!
These businesses hire service professionals that have:
Winning Attitudes that Optimise Wonderful Experiences
Professional Telephone Techniques
Professional telephone techniques are essential skills for providing excellent service. Your customers will form an impression of you and your business based on how you sound on the phone.
Have a look in your workbooks for some ideas on how to sound professional when taking business phone calls.
Did you know?
The average business never hears from
of its unhappy customers.
Dissatisfied customers may tell
people about their experience.
For every complaint received the average business in fact has
customers with similar concerns.
Of the customers who register a complaint as many as
will do business again with your organisation if the complaint is resolved effectively. This figure goes to
if the complaint has been resolved quickly.
Customers who have had their complaints satisfactorily resolved tell an average of
people about the service they received.
times more to attract a new customer than it does to keep an existing customer.
(Technical Assistance Research Programmes Institute, Washington, DC, USA)
Effective Listening Skills
Use attentive body language
Learn to use your thinking time constructively
Become an observer- control your mouth
Listen with an open mind and avoid prejudice
Don't jump to conclusions
Let the speaker know that you hear and understand
The Art of Service Recovery
Even the best services professionals are not perfect but when they make a mistake they know how to keep a customer's business by putting into practice the art of service recovery. Remember it is a true test of your professionalism how you respond when things go wrong for a customer!
Look at your workbook to see some key points on how to recover our customer service
In your workbook make a note of the traits you intend to have in your customer service using the letters of your name.
Today we have covered skills needed to deliver good customer service and the importance of customer service for the success of a business.
On a post it note write done thing you have learnt today and one thing that could be improved
Answer the questions in your workbook on businesses that "WOW"