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8/14/2019 Basics of Customer Service
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Basics Of Customer Service
By VanSight
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COPYRIGHT 2009 VANSIGHT division of SynbizSolutions Pvt Ltd
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No part of this publication may be reproduced or transmitted in any form orfor any purpose without the express permission of VanSight Division ofSynbiz Solutions Pvt Ltd. The information contained herein may be changedwithout prior notice.
VanSight is trademark of Synbiz Solutions Pvt Ltd. All other product andservice names mentioned and associated logos displayed are the trademarks
of their respective companies.
Data contained in this document serves informational and educationalpurposes only. The information in this document is proprietary to SynbizSolutions Pvt Ltd.
This product contains training material for English or Soft Skills or
Personality Development. Synbiz assumes no responsibility for errors oromissions in this document. Synbiz does not warrant the accuracy orcompleteness of the information, text, graphics, links, or other itemscontained within this material. This document is provided without awarranty of any kind, either express or implied, including but not limited tothe implied warranties of merchantability, fitness for a particular purpose, ornon-infringement.
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Introduction
If you provide service tocustomers, your words andbehaviors are the tools you use tocreate a positive customerperception of you and thecompany you work for.
Whether you are a noviceworking with customers or aseasoned pro, what you do andsay will affect how customers seeyou. You canthelp it.
Customers will form opinions, soyou might as well learn how tocreate positive opinions. But youneed to know how to do that.
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What to anticipate?
Thats what this presentation
will teach you about thetechniques you can use wheninteracting with customers sothey will walk away with positivefeelings about the experience.
Youll learn about very specificthings you can do or say in allkinds of customer interactions.Youll learn how to deal withdifficult customers.
Youll learn how to approachcustomers and how to getinformation from them so youcan do your job.
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What to anticipate?
Youll learn to deal withcustomer service problems
quickly, efficiently, andprofessionally.
Best of all, the techniqueshere will fit your needs,
whether you call center
executive , serve burgers,
staff the desk in a hotel,
help people in health careenvironments, or even work
in government.
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Understanding What Customers Want
The key to customer service isdoing the right thing at the righttime.
To be able to choose the righttechniques and to use themeffectively, you have to understandwhat customers want.
If you address these, you createpositive customer perceptionsabout you and your company,which means fewer argumentsfewer hassles and better customerrelationships.
Next slide has a list of the mostimportant customer wants andneeds.
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The List
Problem solved effort
Acknowledgment and
understanding choices and
options
Positive surprises
Consistency, reliability, andpredictability value (notnecessarily best price)
reasonable simplicity
Speed
Confidentiality
Sense of importance
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ustomer Service Tools and Techniques
There are tools and techniques for everytrade and profession.
Those in customer service are nodifferent, although they use lesstangible tools than carpenters andplumbers. The tools and techniques ofeffective customer service have to dowith what employees say and do with
reference to each customer.
Top-notch customer service employeesknow how to use each specific tool andhow to match tools to specificsituations.
When you understand the toolsavailable and understand the basics ofcustomer service from the introduction,youllbe able to choose the right toolsfor each customer service job.
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ustomer Service Tools and Techniques
Above and Beyond the Call ofDuty
Acknowledge CustomersNeeds
Acknowledge without encouraging
Active Listening
Admitting Mistakes
Allowing Venting
Apologize
Appropriate Nonverbal
Appropriate Smiles
Arranging Follow-Up
Assurances of Effort Assurances of Results
Audience Removal
Bonus Buyoff
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ustomer Service Tools and Techniques
Broken Record Closing Interactions Positively
Common Courtesy
Completing Follow-Up
Contact Security / Authorities /Management
Disengaging
Distraction
Empathy Statements
Expediting
Expert Recommendations
Explain Reasoning or Actions
Face-Saving Out
Finding Agreement Points Finishing Off/Following Up
Isolate/Detach Customer
Leveling
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ustomer Service Tools and Techniques
Managing Height Differentials/Nonverbal
Managing Interpersonal Distance
Not Taking the Bait
Offering Choices/Empowering
Plain Language
Preemptive Strike
Privacy and Confidentiality
Probing Questions
Pros and Cons
Providing Alternatives
Providing a Customer Takeaway
Providing Explanations
Questioning Instead of Stating
Referral to Supervisor
Referral to Third Party
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ustomer Service Tools and Techniques
Refocus Setting Limits
Some People Think That (NeutralMode)
Stop Sign-Nonverbal
Suggest an Alternative to Waiting
Summarize the Conversation
Telephone Silence
Thank-You's
Timeout
Use Customer's Name
Use of Timing with AngryCustomers
Verbal Softeners
Voice ToneEmphatic When Question
You're Right!
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