Customers services - SEM Internship

Attitudes of Customers Services

Prepared By

Rami Hassan

Part 1

Attitudes

The ProblemThe Problem

The problem is never how to get new innovative thoughts into your mind, but

how to get the old ones out Dee Hock,

VISA

Learning StyleLearning Style

Skill

Attitude

Knowledge

DefinitionDefinition AttitudeAttitude: The mental reaction towards external stimulators.

Behaviour:Behaviour: The Physical reaction towards external stimulators.

Habit Habit == Knowledge (what to do) + Skill ( How to do) + Desire (want to do)

Your AttitudeYour Attitude

The Positive attitude is the middle The Positive attitude is the middle point between two negative point between two negative

attitudesattitudes

Your AttitudeYour Attitude

Your Career success depends upon your technical skills and human relations skills.

Building good human relationships require a positive attitude.

YourYour AttitudeAttitude Changing your attitude does not mean you change your

personality.

It simply means that you think, feel and appear positive about the task on hand.

Having a good attitude makes everything else come easier!

The more you focus on the positive factors of your environment, the easier it is to remain positive.

The Circle of Concerns & The Circle of InfluenceThe Circle of Concerns & The Circle of Influence

Circle of Concerns

Circle of Influence

The Circle of Concerns & The Circle of InfluenceThe Circle of Concerns & The Circle of Influence

Circle of Influence

Circle of Concerns

The BestThe Best

Empathy – The ability to understand the mood of others Discipline – The ability to work systematically and

consistently Command – The ability to control a situation through

communication Responsibility – The ability to own a problem until it is

solved

The BestThe Best

Leadership: Directing and Moving your people into a common goal

Effectiveness: Doing the right thing.

Efficiency: Doing the thing right.

Efficacy: Doing the right thing right.

The Maturity Continuum in AttitudeThe Maturity Continuum in Attitude

Level 1. Dependence (The Attitude of You)

Level 2. Independence (The attitude of I)

Level 3. Interdependence ( The Attitude of We)

The Seven Habits of highly effective People

Steven Covey

EffectiveCommunication Skills

Definition Communication is: The art of speaking

effectively, and listening empathically.

N/B: Communication is emotional

Communication Model

Message Channel

Feedback

*Sender Encoding

Response

Receiver Decoding

Noise

Your Intra personal Communication

“If you are not able to communicate successfully

with yourself, how are you supposed to make it

with the strangers outside?”

Word of Wisdom

Perceptions

PERCEPTION is how you receive messages

from the world around you, arrange and

interpret those messages so that they mean

something to you.

SEE

DO THINK

What you see is what you get

The Rescue Cave

Your Interpersonal Communication

Word of Wisdom

“You do not live in an unjust world created by others….For the most part, you live in a world

created by your attitude”

Ken Standley

Principle of Communication

“Seek First To UnderstandThen To Be Understood”

Listening

Listening

Listening (To Understand)(Creative Listening Exercise)

The Science Of ListeningWhy do we listen?

Hearing isPhysiological*Listening isPsychological

Not really listening at all.

Ignoring

Not listening but trying to show the other person that he listens

Listening to some parts of the conversation

Paying attention on the words said

Has the intension to understand

PretendingSelectiveListeningAttentiveListeningEmpathicListening

Levels Of Listening

Listening Behaviors

Focus: when you are practicing focus, imagine that your lips are zipped. Try to listen as much as you can without interrupting the other person or be in a hurry to reply.

Reflect: It’s either done by words and body or by asking questions.

Summarize: restate what the other person has said to confirm your understanding.

“you can not truly listen to anyone and do anything else at the same time”

LISTEN

Focus

Summarize Reflect

Role Play

Active Listening Learn to listenLearn to listen

Great Listening is what enables you to talk to people with their own terms. Make sure that you maintain eye contact throughout. Make it clear to those who want to talk to you that you have blocked off your

time for their benefits. We can speak at a rate of over 100 words a minute, but we can listen

at more than twice that speed. We Were given two ears and one mouth because listening is twice as hard as

talking

Paradigm Shifting

In Most cases your empathic listening will drive you into a total paradigm shifting

Try and See!!!

The Seven Habits of Highly Effective peopleSteven R. Covey

SpeakingSpeaking

Speaking Behaviors (To Be Understood)

Perception Is Reality

Speaking Behaviors Organize: Determine the other’s needs Decide what results you want Plan key points

Express: Give a back ground on the topic State and support the idea Address the other’s concerns

Check: Check their understanding

Speak

Organize

Check Express

Listen

Speak

Action

Linking the Rings Role Play – Chess Movie

Non Verbal SignalsNon Verbal Signals In person In person

Tone of voice = 38%

Body language = 55%

words = 7%

On the phoneOn the phone

Tone of voice = 86%

Words = 14%

A Question to Answer

What is the shortest word in the English language that contains the letters: ABCDEF

FEEDBACK

The Sandwich Technique The Feedback process:

1. Give balanced feedback starting with positives

2. Give feedback at the appropriate time

3. Share The Problem

4. Criticize the performance not the performer.

5. Give feedback on thing that can be changed

6. Be specific

7. Check to ensure understanding.

Barriers Of Communication

Shyness Fear Careless Over Reacting Body language Unexpressive Tone of Voice Lack of Charisma

Lack of Appearance (Hygiene Problem)

Lack of Sense of Humor Lack of Self Confidence Not using Speaking Behaviors Inflexible Mind Insufficient General Knowledge

Part 2

Customer Service

What is Customer Service? The activities that support orders, including application, advice,

configuration, order processing, handling, post-sale communication

and special services. The primary objective of customer service is to

increase customer satisfaction, operational efficiency and customer

loyalty.

A series of activities designed to enhance the level Of Customer

satisfaction before, during, and after a purchase.

Importance of customer service in business life. It's the front image of any powerful organization and it's also a

function of an organization that interacts with customers, respond to inquiries or complaints.

Can also describe the positive attitude of an organization towards its client base, and taking active steps (as opposed to always Reacting) to improve product or service delivery.

The EquationThe Equation

Customer Service = Added ValueCustomer Service = Added Value

What is a Customer?

The person (s) next in line who receives your output. Whether the customers are internal or external to your organization, they use this output as an input to their work process (es). Almost anyone you interact with is a customer.

External Customer..

we are most familiar with external customers as an organization; we want to get new customers with whom we can do business and keep them

Keeping customers requires effortsKeeping customers requires efforts ? ?

You must listen to your customer

You must speak to your customer

You must continually provide an exceptional service to your customers

Internal Customer Internal customers are people or parts of the organization to

which we supply products and services. To be successful in our jobs we need our internal customers to be successful in

theirs. For Example, we all want the payroll department to be successful! However, if the payroll department is continually

attacked and not supported by the organization they will become de-motivated and less successful.

Internal Customer

If we see people in the business context as "Customers", this will have a positive impact on how we behave and

communicate. If we view people with whom we work as customers, and not subordinates or bosses, we will behave

and communicate with them differently.

What is A "CUSTOMER" for us?What is A "CUSTOMER" for us?

The one who pays us our salaries. To deliver our services to him in a way that exceeds his expectations, In order to reach his full satisfaction and delight.

Classify and categorize your customers.Classify and categorize your customers. The most important way to provide an excellent service is to

classify your customer, in order to deliver your services to him in the way that he likes.

(New customer, Occasional customer, Regular customer, Super User).

Also, you have to categorize your customer’s needs.

(Time-service-price).

Understanding your customer's business & cultureUnderstanding your customer's business & culture

Based on the previous point, to gain a wonderful communication and relationship with your customer, you need to study him by understanding his culture, his business needs and value

So you can talk the same language, and reach the target point:

(CUSTOMER SATISFACTION)

How to deal with a different type of Customers?How to deal with a different type of Customers?

First time Customer

Hesitated Customer

Angry Customer

Occasional Customer

Expert Customer

worried Customer

Happy customer

Super User

GOLDEN RULE Instead of giving all your customers the same

thing [s], how about redesigning your offering to suit specific groups of customers?

This way, you win the loyalty of your customer and make more money.

How to gain the Customer Loyalty?

The 1st rule for gaining the customer loyalty is to build a base of TRUST with him; Honesty is the most important point to deal with a customer.

The 2nd rule is to meet the customer needs and expectations, and always put yourself in his situation (happiness and anger).

How to gain the Customer Loyalty?

Feedback: keeping your customer aware of his business status, by providing him with the correct feedback, makes the customer feels relax, and using our services is an added value for his business.

Try to remember his special events (if it’s possible), and send him a greeting card.

How to WOW a Customer? Be proud of your work. Love what you do.

Learn everything about your business, so you can provide him an excellent service.

Help your colleagues serve their customers.

How to WOW a Customer? Ask for help when you are stuck.

Treat your customer just as you would like to be treated.

Your customer can tell you how good your service is. ASK!

How to WOW a Customer? Learn about your customer’s business.

Thank your customer whenever you have an opportunity

Set up a system to capture and review customer comments

How to WOW a customer? Say “I apologize” when the customer

complains.

If you can save your customer some money, just do it

Make every visit as a 1st time visit.

How to WOW a Customer?

Be Honest.Be Honest.

The ResultThe Result

The result of these steps is to create what we call!!!

A Magical Moment A Magical Moment

from the 1st visitfrom the 1st visit

Key Elements.* Greeting the customer:

Your greeting may be the first direct contact with a potential customer.

In person

Answering the phone

Taking messages.

Key Elements.

Say “Please “and “Thank you”

Say it

Write it

Show it

Key Actions* Avoid these Phrases

“No.”

I don’t know.”

“I Can’t.”

“We don’t do that.”

Key Actions• Avoid these Phrases

“It’s not my job.”

“You‘ll have to…”

“Why didn’t you…”

You should have…”

Four Questions to evaluate your job.

Do I treat customers differently?

Do I learn from my customers?

Do I keep my customers?

Do I organize around customers?

THE GOLDEN RULESTHE GOLDEN RULES

Instead of being interesting be interestedInstead of being interesting be interested

Listening to Customers is much better than Listening to Customers is much better than talking to themtalking to them

The meaning of Customer Satisfaction

The meaning of Customer Satisfaction

S

A

C T

U I

S S

T F

O A

M C

E T

R I

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N

Satisfied Customers Customers will spend up to 10% more for the same

product with better service

Customers who receive good service will tell an average of 5-8 other people

82% of customers who complain and are satisfied quickly remain loyal.

Dissatisfied Customers

On average, twice as many people are told about poor service as they are about good service.

It is five times more expensive to attract a new customer than to keep an existing one.

Commitments !!!!

Is always the best way to reach

Customer Satisfaction

* Make Commitments

Work hard to manage the customer’s expectations.

Assures customer that action will be taken within a specific time frame.

Meet Commitments

A kept commitment BUILDS trust

A missed commitments DESTROYS trust

Attention!!!Attention!!!

The greatest danger for most of us is not that The greatest danger for most of us is not that our aim is too high and we miss it, but that it our aim is too high and we miss it, but that it

is too low and we reach itis too low and we reach it

MichelangeloMichelangelo

Suggestions

Questions

Wish you all the best of luck,,, Rami Hassan