Customer-Care Presentaion

8/7/2019 Customer-Care Presentaion

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Effective Customer CareEffective Customer CareKey Objective

To assist you to be aware ofthe significance of customercare and to identify how yourperformance can impact on

the customer experience.


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Session 1: What is Customer Care?Session 1: What is Customer Care?

Definition of Customer Care

Customer ExpectationsBenefits of good Customer Care

Customer Awareness

Bold Goals

Moments of Truth


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Feeling concern and interest in someone whohas entered a business to buy a product orobtain a service.

This brings out the fact that a person can be a customerwithout having to spend money.


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Basic rule of customer careB

asic rule of customer care

Put yourself in the customers shoes; see thesituation as they do.


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Moments of Truth

Moments of Truth

"Essentially, Moments of Truth are those

contacts between companies and customerswhere a firm's reputation are at stake.


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Moments of Truth

Moments of Truth

Each time you meet with a customer, orpotential customer, is a chance to make a

positive impression on that person. Theseencounters can be described as "Momentsof Truth".


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Moments of Truth

Moments of Truth

It is important to identify when theseMoments of Truth occur and to manage

them to ensure you make the best possibleimpression on the customer


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Benefits of excellent Customer CareB

enefits of excellent Customer CareFeel good factoris high/enjoygoing to work

Improvedreputation

Return/

repeat business

Fewer complaints

Less stress formgt and staff

Greater jobsecurity

Happy boss Improved teamspirit, staffmorale andmotivation

More enjoyablework atmosphere

Greater staffloyalty andretention

Improvedcommunicationwithin thebusiness

Greater chanceof word ofmouthadvertising


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Why does poor Customer CareWhy does poor Customer Care

happen?happen?

Lack of incentive

Complacency Lack of support

No real training

Staff under pressure

Poor knowledge No team spirit or

motivation

Lack of awareness


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What skills do we need to use?What skills do we need to use?

Attitude

Appearance

Communication-listening, talking, reading, writing

Observation of standards and body language

Assertiveness


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Customer CareSkillsCustomer CareSkills

There are 8 main customer care skills thatneed to be displayed when serving thecustomer


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1. Appearance2. Observation

3. Listening

4. Body Language and Facial Expression

5. Talking

6. Assertiveness

7. Attitude

8.B

ehaviour


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AppearanceAppearance The appearance of yourself and the other

members of staff in your team will say a lot

about the standards within your operation.

Remember: You are only as strong as the weakest

link in your staff chain.


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ObservationObservation Its easy to miss shortfalls in standards

because of familiarity.

Keep your eyes open.

Try to stand back and look at yourworkplace in an objective way.


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ListeningListening

If we fail to listen to the customer they willfeel that we do not really care about them

and therefore not return.

The 2 main ways of listen attentively are:

1. Physical attending2. Psychological attending


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Physical Attending:Physical Attending: Face the speaker

Maintain eye contact

Maintain an open posture

Lean towards the speaker

Stay relatively relaxed


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Psychological attending:Psychological attending:Listen to what is being said:

Listen for the central theme rather than the facts

Keep an open mind Think ahead

Analyse and evaluate

Do not interrupt

Interpret a tone of voice

Evaluate the non-verbal signs


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B

ody Language & Facial ExpressionB

ody Language & Facial Expression Reading and understanding body language is

an essential part of listening. If our body

language does not reflect the words that weare using then the customer will not believeus.

ie. Non-verbal behaviour


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Identify expressionsIdentify expressions Eyes up avoiding contact

Looking down

Arms folded

Arms outstretched

Upright/good posture

Face set


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TalkingTalking Golden Rule!

Acknowledge the customer as soon aspossible!


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TalkingTalking When talking to the customer we must

not

Discuss politics, religion, gossip

Complain about the company

Moan, moan and moan again! Talk over the customers head!


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AssertivenessAssertivenessWhen dealing with customers there are 3 typesof behaviour we can employ:

1.Aggressiveness,

2.Assertiveness

3.Submissiveness.


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We should try to apply an assertive mannerat all times.

By being assertive you remain in control,have greater self confidence and earn therespect of others.


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Attitude &B

ehaviourAttitude &B

ehaviour The way we behave with customers is all

important.

We must display a positive approach and becourteous at all times.


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RememberRemember

Each customer is an individual.

Be enthusiastic-its infectious!

Courtesy costs nothing

Treat people as individuals. Use their name.


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S

ession 3:M

aking it HappenS

ession 3:M

aking it HappenReviewing our current position

Making improvements

Setting standards

Key tests of good Customer Care

What if it all goes wrong? Handling complaints


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Key Test of Good Customer Care:Key Test of Good Customer Care:

Keep yourservicepromise

The 5 secondtelephoneresponse

Documentationresponse within2 days

Five minutemaximumwaiting time

Positiveemployeeattitudes

ProactiveCommunication

Honesty andopenness

Systemsreliability

Being in theknow

Little Extras Attention todetail

ImmaculateAppearance


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S

etS

tandards By putting procedures in place all customers

will be dealt with in a professional and

efficient manner Thus ensuring you have a satisfied customer

network


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Examples

You should have answers to common queries

at hand Promises to customers must be realistic and

acted upon within the agreed time frame

Customer must be notified of delays


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When dealing with a complaintWhen dealing with a complaint

Do...

Show empathy/concern

Use their name if you can Listen

Take notes

Let them make their case

Ask questions to clarify detail

Confirm with them that you have got it right


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DoDo

Gather your version of events beforereplying

Tell them what you propose to do

Ensure they are happy

See it as an opportunity to cement therelationship and encourage more business


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When dealing with a complaintWhen dealing with a complaintDo Not

Sayits not my fault

Sayyoure the fifth today to complain about thatInterrupt

Jump to conclusions


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Do not

Accept responsibility until you are sure its your

fault Be patronising

Argue

Lose your temper

Blame others


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TheThe ListenListenTechniqueTechnique

Lend an ear to the customers problem-do notinterrupt

Identify the important points

ympathise- Im sorry acknowledges somethingwent wrong-not taking the blame

Thank the customer for taking the time to tell youwhat happened

Explain what can be done Now act quickly-dont give further cause for

complaint!


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Language

Sometimes the words that are used incommunication cause the message to bemisinterpreted. This can happen if imprecisewords are used e.g. sort of or things alsotechnical jargon can be confusing if it is unfamiliar

to the other person.


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CustomerS

ervice Language AVOID NEGATIVELANGUAGE

- Possibly-maybe-perhaps

- We might be able to do this - I hope that will be ok

USE POSITIVELANGUAGE

- I am sure that will be sufficient

- I know we can get that for you

- I am certain you will be pleased with this


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LNSS Effective Customer Care

Avoid certain words

TRY

This implies that you are unsure ofwhether you can do somethinguse theword ensure instead it is positive andcommits you to action which your customer

will believe


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Use the word Please at the start of asentence rather than at the end of it as it

becomes an order at the end of a sentence


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OK sounds bland, automatic and

disengaged Use Certainly, this conveys warmth and

interest in delighting your customer


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Avoid the word busy, your customer shouldnever feel that you are too busy to look after

his/her needs.

Try saying I will look into this and comeback to you

Documents

Customer-Care Presentaion