Customer Service Procredit Bank Albania Day One Final Version [מצב תאימות]

WORKSHOP ON
CUSTOMER SERVICE
Trainer: Prof. Nathan Ronen, MBA
“GENESIS” - ACMS
GENESIS - ACMS
natek7474@gmail.com
natek7474@gmail.com 1
Nathan Ronen

Introduction

• Let us introduce our selves to each other.

• Each one must say :
1. Nick name, full name , position in the bank .
2. Some thing personal you want others to know about
you.
3. Something nice that happened to you this week.

• Write something in accordance to instructions that
you will receive Nathan RONEN Genesis Consultants
com.cmsalbania.www
com.cmsalbania.www 2

PART 1 :
INTODUCTION TO
CUSTOMER SERVICE
GENESIS - ACMS
natek7474@gmail.com
Nathan Ronen

TARGETS OF THE
TRAINING
Learn to identify and analyze customer needs
and problems.

Recognize the most common reasons for
customer complaints.

Discover techniques to cultivate and maintain
special customer relationships.

Nathan RONEN Genesis Consultants

TARGETS ( CONT )

Improve your communication style and use
two-way communication skills to level with
DIFFERENT SORTS OF PEOPLE to accept
feedback from them, and to discuss problems.
Identify specific problems in your customer
service program and apply treatment.
Turn lemon to lemonade….Use of the
complaint as a tool for improvement .


A Challenge

Please write one Sentence:
Definition of
CUSTOMER SERVICE.

use the following items to write your
sentence

Questions On Being
A Customer
Why do you need customer service?
Was the service provided over the phone or in
person?
How did the customer service representative
respond to your request, inquiry or problem?
If you felt the service was excellent, describe
what made it so good.
If you felt the service was exceptionally poor,
describe what made it that way.

10 MINUTES

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Defining a Service

• “Any activity or benefit that is essentially intangible and
Any
does not result in the ownership of anything .its
production may or may not be tied to a physical
product”
product
(Phillip Kotler northwestern univ, CHICAGO, USA )

• Service clients are paying for expertise, experience,
advice, skills, knowledge and the benefits they bring.
• The benefits may last but the service itself is of limited
duration.
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By SynTask 972-8-9436075
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Marketing mix- the
mix-
new 7x Ps’

• For services it is more appropriate to refer to
the 7PS’ , rather than the normal 4 Ps’
• In addition to the Product / Service), Price,
Place and promotion we have to add three
other factors:
5. Process
People
6.People
7.Physical evidence
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THE 3P OF
SERVICE
• PEOPLE

• PROCESS

• PHYSICAL EVIDENCE

People
( I “buy” the salesperson before I buy the service )

• The delivery of service is reliant on people to people ( P2P )
people sell and promote services .this is the key part of the
marketing mix.
• Good customer relation are particularly important.

• The key qualities required are:are:
• Capability, * effectiveness, * customer interaction
• Efficiency ,* reliability, * assurance *transparency
• Availability , *responsiveness, *empathy
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Physical Evidence
(“packaging”)

• This is the tangible element of SERVICE
• The surrounding are an important part of the service
• Look of premises, ambience, decor
• Equipment
• Literature explaining the service
• The looks of the service givers ( uniform, name badge,
etc).
• Bank statement, train ticket, pen at desks. privacy corner.

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Process

• This refers to the way the service is provided, from first to
last point of contact but more important how is service
experienced by our customer:
• Waiting time- speed and time of delivery ( “24 hours
mortgage” ).
• Process of making payment/decision making
• Order processing
• Database management- information flow
• Queuing system
• Service delivery
• natek7474@gmail.com service
Customer
• booking By SynTask 972-8-9436075
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Two prospective on
the mix
C4 P4
CUSTOMER MARKETING MANAGER
PRODUCT offered .want
CUSTOMER NEEDS & WANTS to sell as much as
CUSTOMERS VALUE
possible for biggest profit

Cost to the customer PRICE charged by seller

convenience to the PLACE - distribution
customer
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Communication-
Communication- relations
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Promotion

The chain of
service
• Your service as good as the first or last
impression the customer has from the whole
combination;

• PEOPLE, PROCESS , PHYSICAL EVIDENCE.

• The strength of the chain is measured by its
weakest point

The Customer

• Is the most important person we will work with and
for .
• Is not an interruption of our work, but rather, is the
reason for it,
• Is an individual with a name and feelings,
• Is the reason we all have jobs,
• Is not always right, but is still ….


CS as the DNA of the
business

• Customer service is the sum total of what an
organisation does to meet customer
expectations and produce customer
satisfaction.


American example
of CS
“Our mission is to Provide Superior
Sources of Financial Solutions”
• Core Values:
• Trust
• Integrity
• Courtesy
• Commitment
copyright-
copyright- Nathan Ronen -Syntask
19
@gmail.com

They call it the
GUEST SERVICE
G =greet
U= understand
E=Empathize
S= solve
T= thank
copyright-
20
@gmail.com

Greet
• Greet the customer as he enters
• Demonstrate respect
• Always use a friendly smile
• Introduce yourself and call the client by name
• Keep eye contact with your customer
• Shake hands
• Always suggest your help in solving a problem
• Suggest a chair or water.
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Understand
• Listen with attention to his needs and wants.
• Ask clarifying open questions.
• Reflect what you have understood, repeat the exact
words of the customer.
• Keep a friendly and practical tone.
• Keep loyal to your peers and place of work.
• Be discreet .

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22
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Empathize
• Put yourself in the customer shoes.
• If the customer is complaining do not argues.
empathize with how he feels.
• Express true interest in solving the issue.
• Don’t get involved by provocations , keep
calm.
• If you can not solve the problem call your
superior.
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23
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Solve
• You are the representative of the bank, take
responsibility.
• Offer ways to solve the problem.
• Suggest compensation if the customer is right
.
• Take the customer to a quiet pleasant corner/
place so you can speak in a business and
friendly manner.
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24
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Thank
• Offer your visiting card so he has a point
of contact in future relations.
• Thank the customer for doing his
business with us.
• Invite him to fell free to call or come
whenever he needs.
copyright-
25
@gmail.com

Do You Know
why customers
Leave?
1% die.
3% move away.
5% develop other relationships.
9% leave for competitive reasons.
14% are dissatisfied with
product or service.
68%
68% leave because of rude or
discourteous service
service.

RADIO WIFM - cs station :
“What’s In it For Me?”
W


But what is in it for us
personally?
Why Should We (as Individuals)
Care About
Giving Good Service?


It makes our lives
richer!


Our Own Gain ?

It Reduces stress!


The importance of CS
( 1)
All customers are worth money to a firm

Satisfied customers :
Return, again and again
Tell their friends
Help to enhance the firm’s reputation
Can provide useful feedback
Help the firm to keep/increase its market share
Increase sales revenue and profits


The importance of
CS(2
CS(2)
• Dissatisfied customers also tell their
friends and therefore can ruin a firm’s
reputation.
• destroy the potential of any expensive
marketing campaign.


The importance
of CS(3)
CS(3
• It is 5 TIMES cheaper for a company to
spend money retaining existing
customers and develop customer’s
loyalty than it is to advertise in order to
attract new customers !


The Law of
Reciprocity
The Law of Reciprocity means:
to give and take mutually;
to return in kind or even in another kind or degree.

"I'll scratch your back if you scratch mine."

Applies in EVERY culture on the face of the earth.

Simply explains that when someone gives you
something you feel an obligation to give back.


Law of Reciprocity
• Practicing every day those core values we
learned at home as children
• Courtesy Great
• Kindness Customer
• Respect Service
• Honesty


Law of Reciprocity

Psychologically it puts us in the driver’s seat…
We are in control of creating the
positive energy to turn a bad
situation into a good one


"There is a spiritual aspect to our lives -
when we give we receive –
when a business does something
good for somebody, that somebody
feels good about them!”
Ben Cohen , Ben & Jerry's


WHAT DO YOU THINK ABOUT
THIS SERVICE?
( “Saturday night live” 2007)
2007)
NBC )


AND THIS SERVICE ?

‫סגור מצגת ופתח סרט‬

SN Brussels.mpeg ‫שרותי תעופה אישיי‬


15 minutes Coffee
break


PART 2:

Intercommunication skills

GENESIS - ACMS
natek7474@gmail.com
Nathan Ronen

We must except
the differences as a
fact
• We are not here to educate our customers or
teach them manners.
• We can not be judgmental .
• We , as the representatives of the bank have a
noble task, it is in our power to give service to
people who need it.
• When putting on the ‘HAT’ of the bank worker
, we must detach ourselves from us !
GENESIS - ACMS
natek7474@gmail.com
Nathan Ronen

SERVICE IS ABOUT PEOPLE
Culture assets
Social needs
Personal needs & wants

Psychological structure
Customer ( gender, age, FLC)

43

One photo two faces

GENESIS - ACMS
natek7474@gmail.com
Nathan Ronen

Different point of
view

GENESIS - ACMS
natek7474@gmail.com
Nathan Ronen

The 10: 90 model
10:
(Stephen Covey – the seven habits of most effective people)

1.EVENT

4. REACTION 2.PARADIGM

3. EMOTION

GENESIS - ACMS
natek7474@gmail.com
Nathan Ronen

Me and You

GENESIS - ACMS
natek7474@gmail.com
Nathan Ronen

The “ME” mix( Gardner model)
MY EMOTIONS:
EMOTIONS:
MY CORE Relations, need to
VALUES please, to be
Integrity, red lines, perfect, fear of
moral, believes, rejection ,to be
spiritual me loved, self esteem,
fear & anxiety

MY RATIONAL
MY PHYSICS
My looks,body Targets,
image, my health, , vision,
me and me, me and ambitions. IQ
you,

GENESIS - ACMS
natek7474@gmail.com
Nathan Ronen

Sender Encoding Message Decoding Receiver
Media “WHY IS CUSTOMER
ME
“BUY HE
THIS” PUSHING
WHO ” WHO
AM Noise AM
I I
Emotions

Feedback Response

Elements in the Communication Process
GENESIS - ACMS
natek7474@gmail.com
Nathan Ronen

Cultural
differences

GENESIS - ACMS
natek7474@gmail.com
Nathan Ronen

WHAT IS HAPPENING HERE ?

• After you have studied the inter communication
system, you must realize that people ( customers as
well as salesmen ) are hiding their real needs and
wants as well as feelings.
• We want people to like us, we do not like to hurt their
feelings, but internally we develop a liking or rejection
to a customer in accordance to the 3 dimensions of
the intercommunication model.
• We shall now see a short movie: ” the parking lot"
: lot"

GENESIS - ACMS
natek7474@gmail.com
Nathan Ronen

Parking grounds
CONRAD”
“CONRAD” shopping center
TIRANA
• Imagine the following situation:
• My name is Armida, I am 38, work as a
Armida,
pediatrician specialist in Hospital , I drive a
Mercedes “Super jeep” 2oo8, I live in a very
nice house at Tirana ere district.
• My name is Viola, I am 36, divorced
unemployed, I worked as a cashier in a shop . I
drive a Fiat uno 1995, and I live in Bregu I
Lumit district of Tirana.
GENESIS - ACMS
natek7474@gmail.com
Nathan Ronen

GENESIS - ACMS
natek7474@gmail.com
Nathan Ronen

60 minutes
Lunch break

GENESIS - ACMS
natek7474@gmail.com
Nathan Ronen

Part 3:
Clients behavioral models

GENESIS - ACMS
natek7474@gmail.com
Nathan Ronen

The 4TM-
the Human puzzle

GENESIS - ACMS
natek7474@gmail.com
Nathan Ronen

We are all different
types with variant
wants and needs
1. E type
2. P type
3. I type
4. A type

• Please pay attention: this
is only a schematic
division, people vary ,
most of us are mix of
types.

GENESIS - ACMS
natek7474@gmail.com
Nathan Ronen

Human Puzzle FTM
People-
People-
Emotions
motivation

Introvert extrovert

Rational-
Rational-
Results
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natek7474@gmail.com
motivation
GENESIS - ACMS
58
Nathan Ronen

ENTREPRENEUR TYPE
Dominant type, very
friendly, when he enters
the room you feel it,
likes to be in center of
things. Full of ideas, very
creative, likes to listen to
himself, weak listener,
needs constant
compliments and
attention.

GENESIS - ACMS
natek7474@gmail.com
Nathan Ronen

Emotions
E TYPE

internal external

Results
GENESIS - ACMS
natek7474@gmail.com
Nathan Ronen

Productive type
Formal , dominant, likes to
rule and in need of
control.
The “ BOSS” type, the
“Butcher” type, does not
enjoy small talk, no
patience for feelings and
excuses, likes results,
waste of time drives him
crazy, bottom line person.
GENESIS - ACMS
natek7474@gmail.com
Nathan Ronen

Emotions
E TYPE

internal external

P type

Results
GENESIS - ACMS
natek7474@gmail.com
Nathan Ronen

ANALIZER
administrative type
• Not a dominant type, likes to
gather information, prefers data
to people, takes life very
seriously, likes to ask lots of
questions, very suspicious and
hesitant, difficult for him to
make decisions, conservative,
When asked to describe a projects,
brings lot of statistics, research
results , details , details...

GENESIS - ACMS
natek7474@gmail.com
Nathan Ronen

Emotions
E TYPE

internal external

P type
A TYPE

Results
GENESIS - ACMS
natek7474@gmail.com
Nathan Ronen

Integrative Type

Not dominant, shy and delicate,
good listener, hates chaos
and disharmony, in order for
everybody to be in peace will
give up his own wants,
togetherness is very
important, discrete -
everybody comes to tell him
their secrets, needs
assurances.

GENESIS - ACMS
natek7474@gmail.com
Nathan Ronen

Emotions

I type E TYPE

internal external

P type
A TYPE

Results
GENESIS - ACMS
natek7474@gmail.com
Nathan Ronen

E Type - what motivates
him?
What motivates him?
Creative and innovative works,
competition, being in the center
of attention , compliments, to
lead, short tem targets, credit to
his ideas

What is difficult for him ?
Routine, monotonous work, lots of
technical details, no attention or
credit to his work, long term
tasks

GENESIS - ACMS
natek7474@gmail.com
Nathan Ronen

P Type -
what motives him?
What motives him?
efficiency , reason and
rational ,concrete targets,
challenges and competition,
results and control
What is difficult for him?
Too many details, non
relevant information,
inefficiency, waste of
time, emotions.

GENESIS - ACMS
natek7474@gmail.com
Nathan Ronen

A type-
what motives him?
What motives him?
Details, statistics, results of
research, routine , very
suspicious , schedule, clear
and specific tasks,
procedures and rules ,
order.
What is difficult for him?
Vague situations, change,
innovation

GENESIS - ACMS
natek7474@gmail.com
Nathan Ronen

I type
What motives him?
Helping and serving people,
harmony, togetherness,
emotions, awareness to
details in style, recognition
What is difficult for him/
her ?
Disharmony, gossip, noisy and
loud people.

GENESIS - ACMS
natek7474@gmail.com
Nathan Ronen

How to make use of
this Model?
• E type- listen to him , laugh from his jokes, compliment him on his
type-
sense of humor, let him feel that all god ideas are deriving from him,
focus him gently.

• P type- “let us get to the point the benefits of this product are….. , I
type-
see that you are in a hurry, bottom line of the matter is….” . listen
and let him feel he is in control.
control.
• A type –” last research proved that……….. We have here statistics
about it……would you like to read about this product at home? I am
here for you should you have more questions. do not push him. him.
• I type- please help me on this, let us do it together, let us flow with it
type-
and think about this in the best ways for both of us. Easy and gently .

• GENESIS - ACMS
natek7474@gmail.com
Nathan Ronen

no customer is one type!
We are all a mix of types with a
dominant characteristic

what happens if you an E type and enters a
customer of P type?

GENESIS - ACMS
natek7474@gmail.com
Nathan Ronen

PSYCHOLOGY OF CUSTOMERS:
Eric Berne

• T.A. – TRANSACTIONAL ANALYSIS

GENESIS - ACMS
natek7474@gmail.com
Nathan Ronen

T.A. – TRANSACTIONAL
ANALYSIS MODEL

3 EGO STATES:
PARENT

1. Myself as a parent
2. Myself as an adult
ADULT
3. Myself as a child

CHILD

GENESIS - ACMS
natek7474@gmail.com
Nathan Ronen

• Dominant figure, Parent
modeling, powerful,
puts limits and
boundaries, discipline
• criticizing, building,
supporting, modeling
• Loving, tutoring,
mentoring, educating,
coaching.

GENESIS - ACMS
natek7474@gmail.com
Nathan Ronen

• Rational figure, focused, ADULT
here and now, facts and
figures, assertive.
• Usually a balanced
personality.

GENESIS - ACMS
natek7474@gmail.com
Nathan Ronen

•Emotional figure , feels CHILD
that he constantly has to
defend himself against
authority, revolting child or
conforming child,
manipulative, spoiled.
Loves toys or gadgets,
easy to please but easily
insulted.
•Passive aggressive
natek7474@gmail.com
natek7474@gmail.com
GENESIS - ACMS
Nathan Ronen
77

Good transaction
Salesman Buyer

Parent Parent
what does it
do?
How Much for
adult it ? Adult
It will save
you time and
child the cost is
only 5000 lek.
Child
GENESIS - ACMS
natek7474@gmail.com
Nathan Ronen

Good transaction
Salesman Buyer

Parent Parent

adult Adult

child Child
GENESIS - ACMS
natek7474@gmail.com
Nathan Ronen

Bad transaction
Salesman Buyer

Parent Parent

adult Adult

child Child
GENESIS - ACMS
natek7474@gmail.com
Nathan Ronen

Salesman Buyer
Covert deal
parent parent

Two last like this in stock
Adult Adult
1

2

Child 3 Child
GENESIS - ACMS
natek7474@gmail.com
Nathan Ronen

Unbalanced deal
Salesman buyer

parent parent

2. this car is
too expensive for
adult me adult

child child
GENESIS - ACMS
natek7474@gmail.com
Nathan Ronen

Bad transaction
Salesman Buyer

Parent Parent

adult Adult

child Child
GENESIS - ACMS
natek7474@gmail.com
Nathan Ronen

Part 4 :
SERVICE AS THE DNA OF
THE BUSINESS .

GENESIS - ACMS
natek7474@gmail.com
Nathan Ronen

“What are your
pickles?”
• We are going to see a short movie ( 27 minutes)
about Service.
• There are 4 points in the film :
1. Service- make serving others your top priority
2. Attitude- you are in show business , play the part!
3. Consistency- set high standards of service and stick
to them
4. Team work – look for ways to make each other look
good.
GENESIS - ACMS
natek7474@gmail.com
Nathan Ronen

• Please form small groups.
• Each group must find your “special pickles” for
your customers ( internal customers as well )
in the 4 points that are mentioned in the
movie.
• Home work:
• Please bring for tomorrow 2-3 scenes you had
with difficult customers that we can train each
other.
Nathan Ronen-Genesis Consulting -
Ronen-
natek7474@gmail.com
ACMS

See you tomorrow

Nathan Ronen-Genesis Consulting -
Ronen-
natek7474@gmail.com
ACMS

Customer Service Procredit Bank Albania Day One Final Version [מצב תאימות]

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Customer Service Procredit Bank Albania Day One Final Version [מצב תאימות]