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Effective customer service training

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Effective customer service training

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Effective customer service training

  1. 1. Effective Customer Service
  2. 2. 2 Table of Content 1. The Customer Satisfaction Motto. 2. The 10 Customer Service Fundamental 3. Customer Service “The 10-Step Approach”. 4. Requirements for Effective Customers Service. 5. The Conclusion: The 10 P’s of Effective Customers Service.
  3. 3. 3 Principles of Customer Service  S Service Excellence is our goal  E Enthusiasm to serve is our commitment  R Respect for our customers is our culture  V Vigilance is our responsibility  I Interest in what we perform  S Sentiments to our customers’ needs  E Employment and our jobs depend on our customers satisfaction
  4. 4. 4 The 10 Customer Service Fundamentals
  5. 5. 5 Fundamental 1 “ There is only one boss: the CUSTOMER. And he can fire everybody in the company, from the chairman on down, simply by spending his money somewhere else” Sam Walton, CEO WalMart
  6. 6. 6
  7. 7. 7 What do you see in this figure?
  8. 8. 8 Fundamental 2 There is no Absolute Reality There are only PERCEPTIONS & These perceptions are the Reality from the Customer Point of View As a result, Managing Customers Perceptions Should be our Main Focus
  9. 9. 9 Customers could be
  10. 10. 10 Fundamental 3 Customers Talk and When they do  They Influence 3 others if You Do a Good Job  They Influence 10 others if You Do a Great Job  They Influence 25 others if You Do a Bad Job  They influence 50 others if You Argue with them
  11. 11. 11 Fundamental 4 Manage/Control Customers Expectations “Under-Promise” & “Over-Perform” in Delivering Them
  12. 12. 12 Fundamental 5 If you don’t Show Care about your Employees Do not Expect them to show care for Your Customers
  13. 13. 13 Fundamental 6 Customers have Choices Therefore, If you don’t Take Care of Your Customers, Your Competitors will
  14. 14. 14
  15. 15. 15 Fundamental 7 Bureaucracy & Customer Service are Mutually Exclusive Therefore, If policies are written from the company perspectives, they should not be perfectly reinforced on customers
  16. 16. 16 Fundamental 8 Never Compromise the Expected Quality for a Lower Price at the End, It is the Quality that constitutes the major weight in Customers’ Evaluation
  17. 17. 17
  18. 18. 18 Fundamental 9 Pay Attention to the Future. Customers are dynamic and so does the Competition
  19. 19. 19 Fundamental 10 If you take your Customers for Granted, You Will Lose Them Therefore, Be Proactive, Initiate the Interaction and the Feedback, Follow up, Don’t Wait for their Feedback, You Will Stand-out from the Crowd
  20. 20. 20 Effective Customer Service The 10-Step Approach
  21. 21. 21 Effective Customer Service The 10-Step Approach Step 1 “Listen to Your Customers to identify those Salient Attributes they look at when selecting a Product/service” How to Listen? • Focus Groups & In-depth Interviews • Face-to-Face Informal Discussions • On-Line Interactive Communications
  22. 22. 22 Customer Service The 10-Step Approach Step 2 “Develop The Right Customer Service Strategy” What are the Elements of the Right Customer Service Strategy?  Future Oriented.  Accommodates Your Customers’ Needs.  Differentiates Your Service From those of the Competition.  Matches Your Resources with what customers expect.
  23. 23. 23 Customer Service The 10-Step Approach Step 3 “Set The Standards of Excellence (The Benchmarks) in Delivery and Communicate these Standards to your Employees” What are areas of Benchmarks in Service Delivery?  Speed of Responding to Customers’ requests & complaints.  Friendliness of the staff.  The Follow-Up Process: The Evaluation Feedback, The Anticipation of Future Changes, The “Thank You – We Care” Message
  24. 24. 24 Customer Service The 10-Step Approach Step 4 “Hire & Develop & Reward/Recognize the Right Customers Service Providers”
  25. 25. 25 Customer Service The 10-Step Approach Step 5 Reinforce the Concept of “Internal Marketing” “Those who Lack Cannot Deliver” What is Internal Marketing? IM is meeting the service providers’ needs in doing their jobs properly so they, in turn, can deliver what the Customers really want. In other words, provide your service providers with what they really need to deliver the service in a unique way.
  26. 26. 26 Customer Service The 10-Step Approach Step 6 “Empower to deliver quality in providing the output” How to Empower Your Service Providers?  Be the Model To Follow  Train, Train, Train, Train … Keep Training Your Right Staff  Treat Your Staff as Assets not as Expenses  Delegate the responsibilities to the Right People  Frequently Listen to Your Staff  Recognize the Out-standers & the Out-performers
  27. 27. 27 Customer Service The 10-Step Approach Step 7 “Foster a Customer-oriented Corporate Culture within the company” a Customer Oriented Culture is the one that shows “Customer Care” What are the Elements of “Customer Care”? The 3 A’s
  28. 28. 28 Customer Service The 10-Step Approach Step 8 “Get all corporate levels involved in the Customers Orientation to Gain Their Commitment during the Delivery of the Service”
  29. 29. 29 Customer Service The 10-Step Approach Step 9 “Measure & Evaluate Your Service Delivery” “ie, Performance Evaluation” What to measure?  The Products& The Services offered  The Service Providers: “Behavior & Skills”  The Delivery Process: “Efficiency & Financial Viability”  The Overall Final Impressions: “Customer Satisfaction”
  30. 30. 30 Customer Service The 10-Step Approach Step 10 “Be Proactive & Keep Differentiating”  Keep Upgrading & Improving, “Current”  Keep Developing & Differentiating, “New”  Keep Listening & Anticipating, “Customers”  Keep The Momentum Up, “Employees”
  31. 31. 31 Requirements for Effective Customers Service
  32. 32. 32 Customers Service Requirements
  33. 33. 33 The 10 P’s of Effective Customers Service
  34. 34. 34 The 10 Ps of Effective Customers Service 1. People 2. Processes 3. Policies 4. Promises 5. Personalization 6. Performance THESE WILL LEAD TO
  35. 35. 35 The 10 Ps of Effective Customers Service 7. Positive Customers Perception 8. Repeat-Purchase & Patronage 9. Corporate Profitability 10. PRIDE (Customers & Employees)
  36. 36. 36 Thank You any Questions???

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