Customer Delight Master 1 PDF

8/12/2019 Customer Delight Master 1 PDF

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Its all about service!Presented by Mark A. Turnquest

www.markturnquestconsulting.com

CUSTOMER DELIGHT


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OBJECTIVES

At the end of the session, participants will be able to:

understand the importance of the Customer & Customer

Service identify Internal & External customers

understand Moment of Truth & Service-Profit Chain

understand & create Customer Delight

practice complaint handling skills

acquire tips to practice & demonstrate good customer service
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YOU as a customer

I know you felt great when you

were satisfied as a Customer!


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YOU as a customer

I know you felt bad when you

were not satisfied as a Customer


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CUSTOMER SERVICE

101
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Types of Customers

Internal Customers

(Co-Workers)

External Customers

(Patrons , Suppliers)


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Internal Customer

An individual or a group of people you may

Interact / serve within the organization

Eg: IT, Cafeteria, Logistics, HR,Facilities, Housekeeping


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External Customer

Someone who comes to your organization

for products or servicesthe end customer

These customers depend on the timelines,

quality, and accuracy of your organizations

Work (Patrons, Suppliers)


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Who are Customers?

The most important persons in any business.

Are not dependent on us. We are dependent on them.

Are not an interruption of our work, but the purpose of

it.

Are part of our businessnot an outsider.

Do us a favor when they come in. We arent doing

them a favor by serving them.


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You Have To

Delight All Customers

COWORKERS

YOU

PATRONS
http://images.google.co.in/imgres?imgurl=http://www.cs.miami.edu/~tptp/Seminars/ModalLogic/Smile.GIF&imgrefurl=http://criticalassumption.blogspot.com/2006/07/cool-blog-and-idea-alert-spread-your.html&h=620&w=627&sz=121&hl=en&start=13&tbnid=mD7H8fowqHoOhM:&tbnh=134&tbnw=136&prev=/images%3Fq%3Dsmile%26gbv%3D2%26svnum%3D10%26hl%3Denhttp://images.google.co.in/imgres?imgurl=http://www.cs.miami.edu/~tptp/Seminars/ModalLogic/Smile.GIF&imgrefurl=http://criticalassumption.blogspot.com/2006/07/cool-blog-and-idea-alert-spread-your.html&h=620&w=627&sz=121&hl=en&start=13&tbnid=mD7H8fowqHoOhM:&tbnh=134&tbnw=136&prev=/images%3Fq%3Dsmile%26gbv%3D2%26svnum%3D10%26hl%3Den


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A customer is not just money in the cash register. They

are human beings with feelings and deserve to be

treated with respect.

Is a person who comes to us with their needs and

wants. It is our job to fill them.

Deserves the most courteous attention we can give

them. They are the lifeblood of every business.

Who are Customers?


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Facts about Customers

The Customer is the business biggest asset

The Customer pays all our salaries wages andbonuses

The customer will go where he/she receives thebest attention

There is no profit, no growth, no jobs without thecustomer

Hence, You must be your customers best choice!


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A typical dissatisfied customer will tell 8-10 people

about their problem.

7 out of 10 complaining customers will do business

with you again if you resolve the complaint in their

favor.

If you resolve a complaint on the spot, 95% will do

business again.

Facts about Customers


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9%

9%

13%

69%

Others

Product

DissatisfactionBetter Prices

Elsewhere

Poor Service

Why Customers leave?


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Dissatisfaction

occurs

Action

No Action

Public Action

Private Action

Seek redress directly from

the firm

Take legal action

Complaint to business, private,

or governmental agencies

Stop buying the product or

boycott the seller

Warn friends about the product

and /or seller

EXPRESSING DISSATISFACTION


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What qualities are important

to our customers?

Accuracy

Friendliness

Timeliness Efficiency

Courtesy

Honesty


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1. QUALITY CUSTOMER SERVICE:Delivering exceptional acts or performances that

are consistentand valuable to customers!

2. CUSTOMER SATISFACTION:

The extent which products and services

perceived performances matchesa customers

expectation!

3. CUSTOMER DELIGHT:

Exceeding quality customer service and

customer satisfaction. Delivering a high level

of performance: surprising customers andmakin them EXCITED!

What is Customer Service ?


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CUSTOMER DELIGHT


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Customer Delight

Exceeding customers expectation isdelighting customers

The customer reacts with a wow inreturn for the product/service

Every interaction with the customer hasan opportunity to create delight

The challenge is to consistently maintainthe delight factor


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Excellent Service

Good Service

Bad Service


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Good Customer Service

Good service is when the customer gets

treatment that meets his/her expectations.

CustomerExpectation

What Customerreceives


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Bad Customer Service

Bad Service is when customer gets treatment

which is less than his/her expectations

CustomerExpectation

What Customerreceives


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Excellent Customer Service

When the customer gets a little more than what

he/she expected, Good Service becomes

Excellent Service

Customer

ExpectationWhat Customer

receives

+


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You Should Always know

Customer Requirements...

& Exceed IT Needs : Physical or Emotional

Good Feelings / Solution to Problems

Wants: Desires /Motivation

Expects: Perceived Satisfaction


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MOMENT OF TRUTH

Any point in interaction during which the

customer has an opportunity to form an

impression (negative or positive) about thecompany through its services


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Moment of Truth

When a moment of Truth for a customer

has been a negative experience, it

becomes a Moment of Misery

On the other hand, when the interaction

has been extremely positive, it becomes

a Moment of Magicfor the customer
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MOMENT OF TRUTHSITUATIONS


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Complaint Handling

Appreciate/Thank the customer for sharing thecomplaint

Apologize for the error / mistake /inconvenience

Listen actively and nod from time to time

showing interest

Show EmpathyPut yourself in thecustomers place


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Resolve, if it is within your control. If not, bring itto the notice of your supervisors

If not solved immediately, take down thecustomers details (name, telephone number,address) to contact with the solution

Do follow up till the customer is satisfied

REMEMBER: Dont take customers complaintspersonally

Complaint Handling


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Different

Customers

&

Handling them
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Angry Customer

A slight mistake has made this

customer Mad.

How to handle?

Let the customer finish talking.

Dont interrupt.

Be firm and polite . Do not get

angry too
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Demanding Customer

The customer who wants more than

you can offer. They are not easily

satisfied.

How to Handle?

Be firm yet polite

Be professional

Avoid being too passive

Do not be rude


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5 Ps

OF

CUSTOMER DELIGHT

Philosophy

People

ProductivityPhysicalEvidence

Process


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PHILOSOPHY

ELEMENTIN CUSTOMER SERVICE
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PHILOSOPHY

Articulated in Mission Statement

Engraved in Organizational Culture

Top Management Commitment

Customer Oriented Policies
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PHILOSOPHY

Compliant Handling System

After Sales Support System

Marketing Oriented Company

Customer Loyalty Program


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MARKETING

PHILOSOPHY

OPERATIONS

ACCOUNTING

HUMAN

RESOURCES

CUSTOMERS

Internal

External

PUT CUSTOMERS FIRST


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PEOPLE

ELEMEMTIN CUSTOMER SERVICE


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PEOPLE

CUSTOMER FOCUS PSYCHOLOGY

The Right Attitude

The Right Beliefs

The Right Behavior

CUSTOMER FOCUS SKILLS

Communication

Time Management

Decision-making


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PEOPLE

Portray a good

impression

Documents

Reports Meet Work

Standards

Get Along with

CustomersShow

Initiative

Respect Your

Supervisor

TEAM PLAYER MODEL


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PEOPLE:Team Player Model

DOCUMENT YOUR REPORTS

Always Write Down Information

Report Bad News

Write In Rough Draft First BeforePresenting Any Final Report


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PORTRAY A GOOD IMPRESSION

Present Good Grooming Habits

Be Appropriately Dress

Call In When Absent Or Late

Follow Company Policies


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MEET WORK STANDARDS

Properly Develop Routines

Plan A Schedule And Follow It Closely As Possible

You Must Understand The Instructions You Are

Given And What Results Are Expected

Try To Concentrate On Your Tasks And

Avoid Interruptions

PEOPLE


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GET ALONG WITH STAFF

There Must Be Good & Open Communication

At All Times

Control Your Emotions

Admit When You Are Wrong And Apologize

Be Responsible And Accountable

PEOPLE


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SHOW INITIATIVE

Always Be Ambitious

Be Innovative

Suggest Changes

Always Try To Solve Problems

Take Advantage of Opportunity

PEOPLE


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RESPECT YOUR SUPERVISOR

Calmly Present Your Disagreement To The

Supervisor

Accept His / Her Decisions Because One Day

You May Become A Supervisor


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PEOPLE

YOU MUST PERFECT

PPolite / Professional

EEfficient /Effective

RResponsive/ Reliable

F Friendly / Fair

E Enthusiastic / Energetic

C Competent / Caring

T Tactful / Tenacious


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PROCESS

ELEMENTIN CUSTOMER SERVICE


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PROCESS

CUSTOMER DELIGHT MODEL

Value Customers

Welcome Customers

Ask How To Help Customers

Listen To Customers

Delight Customers

Invite Customers Back


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PROCESS

VALUE CUSTOMERS

You must mentally prepare yourself to delight

customerson a consistent basis

Before welcoming customer, think:you are the

customeryou pay my salary, you make my job

possible,I must satisfy your needs, wants and

expectations

OC SS


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PROCESS

WELCOME CUSTOMERS

Keep eye contact on the customer. Remember

drifting eyes means a drifting mind

Give a warm smile. Tone the customer in and

everything else out

Remember you never get a second chanceto give a goodfirst impression

PROCESS


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PROCESSASK HOW TO HELP CUSTOMERS

Say: How can I assist / help you? Make the

customer feel comfortable

Ask probing questions: find out the customerexplicit needsand wants

Make sure ask the customer questions to get a

clear understanding of what he/she really wantsor the reason he/she contacted you

PROCESS


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PROCESSLISTEN TO CUSTOMERS

Be silent. Keep focus on customers. Do not

become preoccupied with anything else

Listen to determine what end - benefit theywant

or what problems he/she has

Attentive listeningconveys a message that youreally want to assistthe customer

PROCESS


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PROCESSDELIGHT CUSTOMERS

Give the customer good feelings/ solve his

problems, satisfy his needs & wants

Give the customer extra valuedelight

customers

Be prepared to deliver on your promises


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PHYSICAL EVIDENCE


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PHYSICAL EVIDENCE

STAFF APPEARANCE:Always look your Best

PHYSICAL EVIDENCE
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PHYSICAL EVIDENCE

BUILDING APPEARANCEEasy & Safe Access

PHYSICAL EVIDENCE
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PHYSICAL EVIDENCE

STATIONARY APPEARANCEVery Professional

PHYSICAL EVIDENCE
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PHYSICAL EVIDENCE

MAKETING APPEARANCE

Effectively Communicated

PHYSICAL EVIDENCE
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PHYSICAL EVIDENCE

EQUIPEMENT APPEARANCE

Customer Friendly
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PRODUCTIVITYELEMENT

IN CUSTOMER SERVICE
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The R.A.T.E.R Model

Reliable

Assurance

Tangibles

Empathy

Responsive

PRODUCTIVITY


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PRODUCTIVITYTHE R.A.T.E.R MODEL

5 Dimensions of Service Quality

RELIABILITY Your ability to perform the promised service

dependably and accurately

ASSURANCE The knowledge and courtesy of staff; their

ability to inspire trust and confidenceTANGIBLES Representing the service physically

EMPATHY The caring individualized attention you

provide your customers

RESPONSIVENESS Your willingness to help customers and to

provide prompt service

PRODUCTIVITY


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PRODUCTIVITY

THE R.A.T.E.R MODEL

TASK: Sending Out A Customers Statement

RELIABILITY Statement send out on 30thday

ASSURANCE Statement is correct

TANGIBLES Statement is easy to read

EMPATHY Statement is uniform for big and

small customers

RESPONSIVENESS Statement indicates that

corrections will be made on a timely

basis

PRODUCTIVITY


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PRODUCTIVITYTHE R.A.T.E.R MODEL

Always Survey CustomersRELIABILITY Do we do things right the first time?

ASSURANCE How much confidence do you have in

our company?TANGIBLES How do you rate our employees /

products / facilities?

EMPATHY How well do we meet your special

needs and requests?

RESPONSIVENESS How fast do we solve problems and

complaints (24 hrs)?


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CUSTOMER SERVICE

MODEL

Learn & Use


TEAM PLAYER MODEL

R.A.T.E.R. MODEL


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Value Customers

Welcome Customers

Ask How To Help Customers

Listen To Customers

Delight Customers

Invite Customers Back


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Portray a good

impression

Documents

Reports Meet Work

Standards

Get Along with

CustomersShow

Initiative

Respect Your

Supervisor

TEAM PLAYER MODEL


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How do your

Organization DelightCustomers?