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Customer service

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Customer service

  1. 1. CUSTOMER SERVICE OASA
  2. 2. Random Thoughts on Customer Service • Customer service is either good or bad. There is no in- between. ~ Anonymous • If you provide only 99% satisfaction, a million transactions mean 10,000 unhappy customers! ~ Anonymous • If your departments don't communicate effectively with each other, you can be certain they aren't communicating with your customers either. ~ Anonymous • Response time should be measured in minutes, not hours. ~ Anonymous • There is less to fear from outside competition than from inside inefficiency, discourtesy, and bad service! ~ Tom Peters • Today’s typical customer wants only two things: 1. Good feelings 2. Solutions to problems ~ Michael LeBoeuf, Ph.D., author
  3. 3. CUSTOMER SERVICE • The quality of service is going to be a selling point in a fickle environment where customers have more choices. ~ Rosabeth Moss Kanter Harvard Business Review • It never ceases to amaze me that companies spend millions to attract new customers (people they don’t know) and spend next to nothing to keep the ones they’ve got! Seems to me the budgets should be reversed! ~ Tom Peters • If you own the problem, you own the customer. If you lose the problem, you lose the customer. It’s just that simple. ~ Unknown • A major key to success of any business in today’s competitive environment is to never lose sight of the fact that your number one goal is to please your customers. ~ Edgar A. Falk, 1001 Ideas to Create Retail Excitement
  4. 4. Dealing with people - Words to avoid • These include: • Have to - as in - "You'll have to speak to the deposit department yourself" • I can't or you can't - as in - "I can't do anything about that" or "You can't do that" • I'll try - as in - "I'll try and speak to the WD department today" • But - as in - "I agree with what you're saying but....." • Sorry - as in - "I'm sorry about that"
  5. 5. "What DO I say I hear you cry?" • Instead of the words "Have to" which are very controlling type words, why not try - "Are you willing to…" or just a straight - "Will you…." Can't, can be replaced with - "I'm unable to because…." • "I'll try," which is pretty wishy-washy, can be replaced with something more honest - "This is what I can do" or "This is what I'm unable to do" • "But" is a word that contradicts what was said before it, replace it with - "And" or "However" (which is a soft 'but')
  6. 6. EMPATHY • Instead of saying "but" you could leave it out altogether. For example; instead of - "I agree with what you're saying but I can't help you" use - "I agree with what you're saying. The reason I'm unable to help you is……" • At the end of the day the answer to a customer or one of your staff could be -"no"- however, choosing your words more carefully will have a more positive affect on how he or she reacts and ultimately responds to you.
  7. 7. EMPATHY • "Sorry" is one of the words to avoid because it is so overused and it's lost its value. Think of the number of times you've complained or commented about something and you hear - "Sorry 'bout that." If you're going to use the "sorry" word then you need to use it as part of a whole sentence - "I'm sorry you've been receiving so many complaints Mary." • Sometimes it's appropriate to use the word 'apologise' instead of 'sorry.' "I apologise for not getting you that information sooner."
  8. 8. TONE • A monotone and flat voice says to the customer, "I'm bored and have absolutely no interest in what you're talking about." • Slow speed and low pitch communicate the message, "I'm depressed and want to be left alone." • A high-pitched and emphatic voice says, "I'm enthusiastic about this subject." • An abrupt speed and loud tone say, "I'm angry and not open to input!" • High pitch combined with drawn-out speed conveys, "I don't believe what I'm hearing."
  9. 9. Changing the stress on the words Another way to improve your inflection is to be aware of how stressing certain words changes the feeling of what you're saying. The following sentence, "What would you like us to do about it?" changes in feeling, meaning, and tone when you: • Say it defensively (emphasizing the words "would you"). • "What would you like us to do about it?" • Say it with curiosity (emphasizing the words "like us"). • "What would you like us to do about it?" • Say it with apathy (not emphasizing any of the words). • "What would you like us to do about it?"

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