1. Customer Service
Marching Towards
Excellency in Customer Service
Prakash Narayan Shuklapnshukla@gmail.com

2. Exceptional Customer Service that which leads to a level of "care" :
Care and Concern for the Customer
2) Spontaneity and Flexibility of frontline workers, which enhances the ability for on-the-spot problem-solving.
3) Recovery: Making things right with the customer when the process has gone astray.
Prakash Narayan Shukla
3. Chapter - I
Customer Service Strategy Building A Customer Centric Organization
4. Delivering a valuable and differentiated experience for customers is essential to any organization's strategy for growth and business survival.
Consumers have an increasing range of choice:
choice of supplier,
choice of channel,
choice of products and services.
Their loyalty is determined by the quality of the experience they receive. In order for organizations to create and sustain competitive advantage there needs to be a clear strategy in place that meets their customers' demands and expectations.
Customer Service Strategy - Building A Customer Centric Organization
Prakash Narayan Shukla
5. How to Measure Strategic Success - Yesterday, Today and Tomorrow
What does the organization offer the customer? - Do we deliver?
What do your competitors do? - Better or differently?
What does the 'voice of the customer' confirm?
What do customers really want?
What can the organization do to set itself apart from and above the competition?
Setting agreed customer service standards that deliver the, levels and measures
Ensuring customer retention through excellence in service
Developing the processes that nurture customer brand loyalty
Recording and monitoring customer service issues
Putting in place processes to resolve customer dissatisfaction
Prakash Narayan Shukla
6. Devising a Strategy to Respond to the Voice of the Customer
Listen, act and deliver on customer needs
Re-evaluate and re-align the customer experience in line with demand
Using experience to re-shape the 'customer experience'
Ensuring consistency at every customer 'touch point'
Leading and motivating others to deliver superior service levels
Prakash Narayan Shukla
7. Chapter - II
Managing Your Team to Deliver Excellent Customer Service
8. Managing a customer service team is increasingly becoming a more demanding role.
Customer service managers have to manage the individuals and the team in the face of ever increasing stressful situations, whilst at the same time ensuring the team stays motivated.
We shouldequip ourselves as anindividuals with the skills necessary to create and maintain a productive, customer focused climate
Managing Your Team to Deliver Excellent Customer Service
Prakash Narayan Shukla
9. Objectives
Understand your role and responsibilities as a customer service manager.
Develop a customer centric culture within your department
Motivate, manage and lead your team and individuals to deliver high quality customer service standards.
Coach and develop individuals to achieve objectives
Handle difficult situations and people using empathy and feedback.
Understand how to overcome barriers to communication.
Ongoing measurement and monitoring to support improvements in the customer experience.
Enhance the effectiveness/ performance of your team and the achievement of objectives and results
Prakash Narayan Shukla
10. Focus
The Manager as a Role Model

Your role and responsibilities

11. Your impact on individuals, behaviors and culture 12. Creating a customer centric culture within your department 13. Sharing best practice Effective Communication

Overcoming barriers - ensuring your communication gets results

14. Assertive team meetings and briefings 15. Handling conflict within the team and promoting co-operative behaviors Motivating Teams and Individuals

Generate a team spirit ,Providing support and recognition

16. Coaching and giving feedback 17. Understand how employee experience mirrors the customer experience 18. Build commitment within your team to deliver quality service Prakash Narayan Shukla
19. Understanding Customer Expectations

Ensuring consistency at every customer intercations

20. Importance of understanding your organizations product and services 21. Identifying customers needs and issues 22. Demanding customers - exploring options and alternatives Setting and Reviewing Customer Service Standards

Why set customer service standards?

23. Reviewing performance against standards 24. Monitoring customer satisfaction - continuous improvement Improving Team Performance

Prioritizing and planning for yourself and others

25. Developing effective strategies for yourself and your team Customer Evaluation

What does the team need to do to meet customer expectations

26. What am I going to do to satisfy customer needsPrakash Narayan Shukla
27. Chapter - IV
Effective Field Operation :
Dealing Confidently with customers
28. Effective Field Operation - Dealing Confidently with customers
Organizations are often judged by the first impression they make. The Field engineers represents the initial point of contact with the outside world, and as such is in a powerful position to enhance the way the company is perceived
Prakash Narayan Shukla
29. Add value to customer relations and project your organization in a professional manner.
Utilize a variety of skills and techniques which will enhance your interpersonal communications, both internally and externally.
Develop effective listening skills.
Understand how to take appropriate professional action when faced with difficult customersand 'awkward customers', or when handlingqueries and complaints.
Appreciate your responsibility for enhancing customer relations and maintaining the 'quality' perception of your organization.
Provide the highest level of internal customer service when taking and relaying messages and feedback
Project a professional image and approach at all times.
Objectives
Prakash Narayan Shukla
30.

Providing Excellent Customer Service

31. Your role in representing your company/organization 32. Defining your customers and your responsibilities to them 33. The importance of first impressions 34. Projecting a professional image - being well presented 35. Maintaining a positive attitude 36. Dealing customers in a professional manner 37. Professional Communication Skills 38. Effective listening skills 39. Successful questioning techniques 40. Professional etiquette and effective verbal & Non Verbal communication 41. Powerful use of voice , language and Body gesture 42. Acting on every queries of customerFocus
Prakash Narayan Shukla
43.

Handling the Customer

44. Yourconduct - what does it tell the customerabout your company? 45. The importance of clarity and brevity in your communication Verbal & Non Verbal 46. Dealing with difficult customers - remaining calm and professional 47. Getting the most from discussion with customer 48. Knowing your companys businessand standard of Operation 49. Being prepared at all times 50. Being Confident of your technical skills and performingpractical operation. 51. Interpersonal Skills in the Field Engineers Role 52. Your self-image - how do others see you? Does this limit or enhance your performance? 53. Dealing with conflict and difficult situations Prakash Narayan Shukla
54.

Planning and Organizing Your Time

55. Understanding the principles of prioritization, planning and organization 56. Being well organized - getting the best from your systems and procedures 57. Understand your personal impact on customers. 58. Manage customer expectations. 59. Deliver a first class customer experience within a stressful environment. 60. Recognize how a change in your behavior can increase customer loyalty. 61. Customer Centric Focus 62. Finding out what your customers want and need 63. Putting customer needs first 64. Making the customer feel special and valued Prakash Narayan Shukla
65.

Understanding Your Personal Impact

66. What impression do you create? 67. Positive words, tone and body language 68. Establishing rapport 69. Looking to exceed customer expectations 70. Understanding Customer Requirements 71. Identifying the customer's real problem 72. Asking the right questionsand understanding the issues 73. Showing real empathy - ensuring the customer feels listened to 74. Saying 'no' constructively 75. Exploring option and alternatives Prakash Narayan Shukla
76.

Remaining Calm Under Pressure

77. Being on the 'firing line' 78. Extremes of behavior - aggressive, sociable, cautious 79. Understanding behavioral change 80. What to say/do - What not to say/do 81. Putting it into practice 82. Generating Customer loyalty 83. How can I influence customer loyalty? 84. Re-aligning my customer service approach 85. Achieving consistency in customer service quality Prakash Narayan Shukla
86. Thank Youpnshukla@gmail.comhttp://prakashnarayanshukla.webs.comwww.linkedin.com/in/pnshuklahttp://www.facebook.com/pnshukla