Customer care& PR handout

Humantalents International

Customer Care & Public RelationsJayadeva de Silva

By the end of this training session you will understand the importance of Customer Care and the part this plays in your role as a trainer

Exercise /Ice breaker At one of a training seminar a participant who

works at a deli counter asked the following question

"How do you politely deal with a customer who is talking on a cell phone while you're trying to take their order?"

What would you do ???

Quality Service and Customer Care

[email protected] 077 7272295 1

mailto:[email protected]


Customer care depends on four fundamental principles

1 The company is fully committed to providing excellent Customer Care and the customer is the key focus throughout the Company.

2 All staff are aware of, and committed to, the vision of excellent Customer Care.

3 All staff are trained to provide the highest – quality Customer Care.

4 Systems and procedures are designed to enhance Customer Care.

RememberYOU NEVER GET A SECOND CHANCETO MAKE A FIRST IMPRESSION

What is Customer Care and Quality Service?

Customer Care and Quality Service is giving people a little bit more than they expect. Giving that little bit extra means:

Keeping promises Showing interest in the personal experiences Acting in advance rather than waiting to be

asked Remembering names




Paying attention to detail, smiling first, looking people in the eye…

Acknowledging everyone you meet Saying that you can, not what you cannot do

Remember Customer Service is a matter of inches not miles!

Customer Care and Quality Service really matters because of: Greater competition within the industry Higher customer expectations – if competitors raise their levels of service, customers expectations are raised The need to retain customers in order to build a profitable business

Remember It costs five times more to get a new customer Than to keep and existing one

We must cherish our loyal customers!

Why is Customer Care important? Some more reasons

The average business never hears from 96% of its unhappy customers




For every one complaint received the average company has 26 customers who experienced a problem.

The average customer who has a problem with a company tells 10 other people.

It costs five times more to get a new customer than to keep an existing one.

60% of the population now work in service industries – this makes 60%of the population are very particular about service! Quality is remembered long after the price is forgotten

Then, What is Quality Service?

Quality refers to:

1 The quality of our Establishment – clean, modern and attractive – a pleasant environment for “Working Out” and working in.

2 The Quality of our Staff – people who are knowledgeable, friendly and helpful; people who have the ability to perform well and the flexibility to adapt to the challenges of working in a busy environment.

3 The Quality of our Service – The quality of our services to meet the needs of all our customers.




A person providing the excellent Service and Customer Care has the following characteristics:

A friendly disposition A positive attitude A prompt and appropriate response The ability to identify your needs in that situation A willingness to help A knowledge relating to all products An ability to communicate well A readiness to provide “that little extra

something” Courtesy, concern and care

Customer Care and Quality Service is all about:

Treating customers with care, courtesy and efficiency Following established systems and procedures effectively Carrying out your job tasks effectively and getting them right first time Having a positive attitude towards work and customers Setting high standards for the way you work

Why is it so important?

Customer Care and Quality Service is at the heart of all good service oriented organizations. Whether it is the local swimming pool or an organization like yours, competition is keen.




Customer Care and Quality Service is good for the company. Customer Care and Quality Service is good for our clients. Quality Service is good for you!

Customer Care and Quality Service is more than a campaign for you and your colleagues, it will become a guiding principle, which affects everything that you do during the course of your working day.

Customer Care and Quality Service and YOU

The clients who come into to contact with your establishment want more than the facilities we offer, they want to be treated well! That is where you have an important contribution to make: The service that you give to your customers depends very much upon your attitude towards your work. Customer Care and Quality Service thrives on a positive attitude.

Being Positive

The way that you approach your job, yourself, and other people has a direct effect upon everything that you do.

It is the difference between waking up in the morning and thinking:

“I feel great today” And “Oh, another boring day!”




Ten tips to a positive attitude

Be willing to learn new things about your job and your company.

Show an interest in other people – members and colleagues.

Cultivate a sense of humour, and get some fun out of your work.

Try to be cheerful, even on bad days. Be punctual – good timekeeping is a measure of

your reliability Take pride in your work, every task no matter how

trivial it seems is an important one. Get organized – plan ahead and make more time

for your priorities. Be a good listener – it is not easy as it sounds. Show willingness to help. Set goals for yourself and work hard to achieve

them

Remember

The quality of your life – both inside and outside of work is determined to a large extent by your attitude. Customer Care and Quality Service thrives on a positive attitude. Only YOU can control this!




Why is it important to be positive?

Because if you feel good about yourself: You will tend to laugh off some of the things that

tend to make you feel down. You will have more enthusiasm for your job and

for life in general. You will focus on what is good rather than what is

not so good. You will work more efficiently. You will use your strengths and work on your

weaknesses. You will criticize less and praise more. You will gain more job satisfaction. You will have better relationships with colleagues

and members.

And what could be more important than that!

Customer Care and Quality Service and Clients Ever heard comments like these? “They are a miserable lot……..smile doesn’t cost much does it?” “I asked what kind of service they offered…….and no – one seems to know!” “He was really rude…….said it wasn’t his department!” “She said she would have a word with the manager about it and I still haven’t heard a thing!” You are probably familiar with the types of things people say when they do not get good service – hopefully you will not hear them at this establishment!




How to make clients come back

Be pleasant to clients – even when you don’t feel like it.

Deal courteously and promptly with clients’ queries.

See problems as challenging and look for ways to overcome them

Learn as much as you can about the products and the services we provide.

Note all clients’ comments and suggestions. Keep clients informed at all times. Try not to take clients’ complaints personally. Provide service over the above and what clients

expect from you. Remember that each and every client you help,

no matter who you are, how new you are, what job you do – you are the establishment!

Remember

The customer is the reason we are here And not an interruption to our work Putting yourself in Customers’ Shoes

The thing that motivates people to return is the way we are treated Facilities attract people to use the company By positive feelings, created by your behavior, keep them coming back

So remember




Be on your best behavior Treat people, as you would expect to be treated Put your customers first…meet their needs

Understanding your customers

We need to treat people as individuals We need to be proactive in the way we deliver

Customer Care if we are to remain competitive We need to put ourselves in our customers’ shoes

– understanding their needs and wants, meeting them and exceeding them when we can

We need to enjoy giving people a little more than they expect

Remember

“Our quality is remembered long after the price is forgotten” People always remember experiences……….

Customer Care and Quality ServiceAnd Colleagues Why is it important?

The quality of the service that you extend to your colleagues is just as important as that given to the clients, for the following reasons:

It creates a better working atmosphere It makes everybody’s job easier and more satisfying The way you treat one another has direct repercussions on the way you treat members




What is good for the member is good for everybody

Key Points

Customer Care and Quality Service is: Being the best not one of the rest! Giving people a little more than they expect! Making the little things matter as much as the large! Treating people as you wish to be treated yourself Recognizing that what is good for the clients is good for colleagues too! Making sure our clients return – again, again, again! Not so much a slogan, more a frame of mind!

A continuous process Take a critical look at the way we do things – with a view to improving the service we give to colleagues and to clients.

MOMENTS OF TRUTH All Points of Customer Contacts are important and should be managed well.-Most successful people feel good about themselvesreverse is also true. If you want to be successful _feel good about yourself-Behaviour breeds behaviour-Customer is always right




-Never argue with a customer. We can win the argument and loose the customer.

Dimensions of Quality

Performance Reliability Dependability on after Sales Service Perceived Value

TIME IS MONEY

A Revolutionary Change in Optimism HALF OPEN or HALF CLOSED

4 Psychological States Mad Sad Scared Glad

MOST IMPORTANT LAW IN CUSTOMER SATISFACTION

Set Realistic Expectations And Exceed Expectations Never Promise Anything That You Know Well

You Cannot Deliver Satisfied Customers Recommend You to

Others .That Is The Most Effective Form Of Advertising.

Customer satisfaction Customer delight




Customer Loyalty

How To Handle Angry Customers

Learn to Listen Develop Empathy Tell What You are going to do Do it

Jayadeva de Silva

Jayadeva de Silva obtained Master’s degree in Science from Russian Friendship University Moscow and Diploma in Personnel Management from National Institute of Business Management( SriLanka). He is a fellow of both the Institute of Personnel Management IPM) and Institute of Training & development.(SLITAD) He is also professionally qualified in training systems & curriculum design with an ILO fellowship.

A strong advocate of Human Talents Development, Jayadeva is the Principal Consultant/Director of humantalents Unlimited, a professional practice that provides training & consultancy in Management. Jayadeva has carried out several consultancy projects and conducted numerous management development programs/strategic planning workshops, and has been trained in many modern management and leadership concepts. He has contributed articles (over 50) and authored the trend setting book ‘Human Talents Management’.

He founded humantalents International and HRSriLanka virtual learning Groups. Jayadeva de Silva functioned as Group Manager (Human Resources Development) of Hayleys Group of Companies and Group Director–Human Resources of Brown & Co.




He also serves as a resource person for professional and Post graduate courses primarily in the areas of HRM & HRD at Post graduate Institute, University of Peradeniya, University of Ruhuna, ICFAI University (India), , SriLanka Foundation Institute IPM & SLITAD.

He is a past president of HRDGateway, an International organization of over 45,000 HR Professionals worldwide. He is featured in the millennium registry of SriLankan personalities

------------He can be contacted as followsE mail [email protected] 011 2562449 077 7272295Web [email protected]

Some of his publications are available for fee download fromwww.slideshare.net/Jayadeva



http://www.slideshare.net/Jayadeva

