TH Cust Serv Draft

4 Basic Emotions of Customers

o GLAD - happy, cheerful, pleased

o SAD - upset, dissatisfied, unhappy

o MAD - furious, resentful, aggravated

o SCARED - fearful, frightened, nervous

Strive for “GLAD” emotional state of mindPart I : Service Quality Concepts

4 Rings of Customer Needs

Core - absolute lowest to be expected.Expected - current expectations.Augmented - differentiated featuresPotential - needs which customers are not aware of

Core

Expected

Augmented

Potential

Part II : Different Customer Needs

Quiz : How Well You Listen To Customers

Part V : Class Review

1. You're interviewing customers, and an elderly gentleman says something in an accent that's difficult to understand.

a. Try to get the gist of what's he saying, but don't insult himby asking him to repeat what you didn't understand

b. Have him talk to someone else who may understand hisaccent better.

c. Apologise & ask him to repeat what you didn't understand.

Answer : (C)


2. .A customer orders "some paper". He usually buys five boxes of paper at once.

a. Ask the customer whether you should ship five boxes.b. Go ahead and send five boxes.c. Wait until the customer tells you how many.


Answer : (A)


3. .A few customers ask for a product that you don't carry.

a. Tell your R & D people about the customers' interest.b. Explain to the customers why your company doesn't

stock the product.c. Apologise for not carrying it.


Answer : (A)


4. There are so many distractions you're unable toconcentrate on what a customer is saying.

a. Listen as well as you can.b. Postpone the meeting until you can listen.c. Assume what the customer is saying is unimportant

and pretend to listen.


Answer : (B)


5. A new customer makes a complaint you've alreadyheard from others.

a. Stop the customer, and say you know exactly what thematter is.

b. Act like you're listening, but feel free to think of otherthings until she's finished.

c. Hear her out, to be sure the complaint is really what youthink it is.


Answer : (C)


6. .A customer sharply criticises your organisation.

a. Think up a defense of your organisation.b. Decide how you feel about the criticism.c. Suppress your feelings and evaluate the criticism.


Answer : (C)


7. .A customer gives very abrupt answers to your questionsabout how you can improve your quality. To learn more:

a. Restate what the person has said.b. Ask why the person won't tell you more.c. Conclude that the person has told you all need to

know.


Answer : (A)


8. You're trying to listen to a customer in a noisy office.

a. Speak louder.b. Move to a quieter place.c. Listen carefully to hear as much as you can.


Answer : (B)


9. You're trying to listen to a customer who speaks soslowly that your mind wanders.

a. Use the extra time to ask yourself questions aboutwhat she's saying.

b. Use the extra time to think about personal matters.c. Look impatient and drum your fingers in order to

hurry her up.


Answer : (A)


10. You're talking with a customer who uses terms you don'tunderstand.

a. .Ask the customer to explain the terms you don't know.

b. Try to pick up the meaning of the terms from the context.

c. Take notes and later ask someone else to explain the terms.


Answer : (A)


Conclusions:a. The answers are based on the principle that what every

customer says has value.

b. So you need to accept customers as they are. Don't make any assumptions about whether customers have

something worthwhile to say. They may surprise you.

c. Get the whole message, even if you have to ask questions, suppress your feelings, or go somewhere else to listen.


Behavior that TURN-OFF Customers

1. APATHY

• Lack of enthusiasm or energy

2. Brush- Off

To dismiss somebody abruptly

3. Snobby and pretentiously kind manner.

4.Rule-Book

Dependent to a book or pamphlet containing rules of activity.

5.Run-Around To spend a lot of time to somebody

6. Different Standards- whether exceeds or below

The 7 Key Things The Customer Wants

1.Quick Result

2.Simple-Fast Transaction

3.Personal Attention

Qualities that are important to our customers: • Accuracy •Friendliness •Timeliness•Efficiency•Courtesy •Honesty

4. Friendly, caring service: Being interested Warm friendly responses.

5. FlexibilityCustomer want the person to “jiggle” the system to make it work for them. They don’t want to hear “No”

6. Problem resolution Business problems Non-business problem

7. RecoveryIf and when mistake is made, customer wants you to take care of it quickly and to their satisfaction

Apology Fix it Extra Step Follow up

Documents

TH Cust Serv Draft