The document discusses key aspects of quality customer service including understanding service culture, developing communication skills, addressing different customer needs and behaviors, and resolving service issues. It emphasizes the importance of knowing your organization, products, and customers; communicating effectively through both verbal and nonverbal means; listening to understand different customer styles; and taking responsibility to resolve problems in a respectful manner. Quality service requires excellence in both personal interactions and established procedures.
3. Those with a positive attitude and a cheerful outlook Those who can allow customers to be right (even on the occasions when they are not) Those who genuinely enjoy working with and for other people Those with the ability to put the customer on âcenter stageâ Those who view their job primarily as a human relations profession Service WinnersâŠ..
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5. Service is Intangible Service is intangible Intangibles deal with the human side of an organization They include human emotions, behaviors, understandings, feelings, and perceptions
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7. Service The procedural dimension Consist of the established systems and procedures to deliver products and/or services The personal dimension How service providers (using their attitudes, behaviors, and verbal skills) interact with customers Two Dimensions of Service
8. Two Dimensions of Service The Freezer Low in both personal and procedural service. Motto : âWe donât careâ The Friendly Zoo Bad in procedural service, good in personal service. Motto : âWe are trying hard, but donât really know what we are doingâ The Factory Good in procedural service, bad in personal service. Motto : âYou are number. We are here to process youâ Quality Customer Service Excellent in both the personal and procedural dimensions. Motto : âWe care and we deliverâ
16. Service Culture Components Delivery System Training Motivators and reward Employee roles and expectations Policies and procedures Management support Service mission SERVICE CULTURE Products and services
17. Service Culture Components Service mission Products and services The direction or vision of an organization that supports day-to-day interaction with the customer The material, products, and services that are state of the art, competitively priced, and meet the needs of customers
18. Service Culture Components Delivery System Training Motivators and reward The way an organization deliver its products and services Instruction or information provided through a variety of techniques that teach knowledge or skills, or attempt to influence employee attitude toward excellent service delivery Monetary rewards, material items, of feedback that prompts employees to continue to deliver service and perform at a high level of effectiveness and efficiency
19. Service Culture Components The specific measures that indicates what is expected of employees in customer interactions and that define how employee service performance will be evaluated The guidelines that establish how various situations of transactions will be handled The availability of management to answer questions and assist frontline employees in customer interaction when necessary Employee roles and expectations Policies and procedures Management support
21. Know Your Organization Know Your Product/Service Know Your Customer Customer Service Person What You Should Know?
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25. Developing Excellent Communication with Customers Excellent Verbal Communication Skills Excellent Non-Verbal Communication Skills Excellent Listening Skills Productive Relationship with Customers
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28. Words and phrases that build relationship: Please Thank you I can or will How may I help? I understand how you feel Youâre right May I Would you mindâŠ.. I apologize forâŠ. Excellent Verbal Communication with Customers Communicating positivelyâŠ..
29. Words and phrases that damage relationship: You donât understand You donâs see my point Hold on a second Our policy says (or prohibits) Thatâs not my responsibility What you need to do isâŠ.. Why donât you The word âproblemâ The word âbutâ The word ânoâ Excellent Verbal Communication with Customers Avoiding negative communication
30. Six C of giving good information to customers Clear Concise Courteous Complete Correct Concrete Excellent Verbal Communication with Customers
31. Non Verbal Communication with Customers Non Verbal Behavior Body language Volume Cues Appearance and Grooming Miscellaneous Cues
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37. To listen more effectivelyâŠ.. Attend physically â the right body language helps us to focus on the customer and encourages the customer to give us more information Attend mentally â follow the customerâs flow of thought, listen to understand, not evaluate; listen first, then assess Check it verbally â paraphrase, clarify, probe further, summarize your understanding
41. Addressing Customer Needs To Feel Welcome To Feel Comfortable To Be Understood To Feel Appreciated To Feel Important To Be Respected Customer Needs
42. Addressing Customer Needs To Feel Welcome To Feel Comfortable To Be Understood Use an enthusiastic greeting, smile, use the customerâs name, thank the customer, be positive Listen actively, paraphrase, ask key question, give positive feedback, empathize Use an enthusiastic welcome, relieve anxiety through friendly communication, explain your action calmly, ensure physical comfort
43. To Feel Appreciated To Feel Important To Be Respected Thank the customer, follow up, go beyond service expectations, provide âspecialâ offers, remember special details about the customer Use the customerâs name, give special treatment when possible, elicit opinions Listen, donât interrupt, acknowledge the customerâs emotions and concerns, take time to serve, ask advice, elicit feedback Addressing Customer Needs
44. Four Styles of Behavior Dominance Influencing Steadiness Compliance
52. Service Breakdown Service breakdowns occur whenever any product or service fail to meet the customerâs expectations
53. Service Recovery Strategy Express respect Listen to understand Uncover the expectations Outline the solutions Take action and follow through Double check for satisfaction
54. Service Recovery Strategy Express respect Listen to understand Uncover the expectations "What you are telling me I importantâ Listen carefully; empathize with the customer; and do not make excuses or interruption â Please tell me what happenedâ â Will you please tell me what you feel need to be done?â
55. Service Recovery Strategy â I will take this actionâ or âYou have several choicesâ â You refund has been requested. I will personally check with accounting to ensure your check goes out Fridayâ â I am following up to make sure your check arrivedâ Outline the solutions Take action and follow through Double check for satisfaction