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Customer service and our_behaviour - ARISE ROBY

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Customer care 2011
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Customer service and our_behaviour - ARISE ROBY

  1. 1. CUSTOMER SERVICE AND BEHAVIOUR ARISE ROBY
  2. 2. CHARACTERISTICS OF SERVICES Intangibility Inseparability Heterogeneity Perishability Ownership ARISE ROBY
  3. 3. SERVICE v/s SERVICES •Services are things you do for your customers •Service is how well an organization does what it does. ARISE ROBY
  4. 4. SERVICES MARKETING & BEYOND THE FOUR P’s Product Price Promotion Place People in Services Physical Evidence in Services Process in Services ARISE ROBY
  5. 5. STEPS IN SKILL LEARNING STAGE 1 UNCONSCIOUS INCOMPETENCE STAGE 2 CONSCIOUS INCOMPETENCE STAGE 3 CONSCIOUS COMPETENCE STAGE 4 UNCONSCIOUS COMPETENCE ARISE ROBY
  6. 6. WHAT IS CUSTOMER SERVICE ? Putting people behind products and services Treating customers with respect, individuality and personal attention ARISE ROBY
  7. 7. TWO TYPES OF ORGANISATIONS  The In - focussed Company  The Customer focussed Company ARISE ROBY
  8. 8. OBSESSION WITH CUSTOMER The Customer is the business‟s biggest asset The Customer pays all salaries, wages and dividends The Customer will go where s/he receives the best attention You must be your customer‟s best choice ! ARISE ROBY
  9. 9. WHO IS OUR CUSTOMER ? Not necessarily those who pay but All those whom we serve  Paying Customer  Boss  Colleagues  Subordinates  Wife  Children  Parents  Relative  Neighbours  Environment  Fellow Human Beings ARISE ROBY
  10. 10. GOLDEN RULES Ask not what the customer will do for you ! Assume not what the customer expects from you ! Find out the customer’s expectation and meet it. WE ARE BORN TO SERVE OTHERS “SURVIVAL OF THE USEFUL” ARISE ROBY
  11. 11. THE SPIRIT OF SERVICE Attitude is based on certain values & beliefs about people, life and work, that leads a person to willingly serve others and take pride in his or her work. ARISE ROBY
  12. 12. WHAT SHAPE CUSTOMER’S DECISION TO BUY People’s skills Product Presentation Process ARISE ROBY
  13. 13. SIX BASIC CUSTOMER NEEDS Friendliness Understanding Fairness Control Options & Alternatives Information ARISE ROBY
  14. 14. BAD SERVICE v/s GOOD SERVICE My Treatment When My Expectations Is less Than This = Bad Service GOOD SERVICE IS GIVING CUSTOMERS A LITTLE MORE THAN WHAT THEY EXPECT When My Treatment exceeds My Expectations This = Good Service ARISE ROBY
  15. 15. HOW CUSTOMERS DEVELOP EXPECTATIONS ? Marketing communication channels Word of mouth Previous experience with the Organisation / Employee Previous experiences with similar Organisations ARISE ROBY
  16. 16. EXCELLENT SERVICE Excellent Service = Enjoying Giving people little more than they expect The best service companies have a passion for service excellence ! Providers of service excellence do it with energy and enthusiasm ! Excellent service is a win/win/win experience ! In today‟s competitive market place the customer decides who wins and who loses. ARISE ROBY
  17. 17. LEVELS OF CUSTOMER SERVICE Rigid ServiceSafe Service Progressive ServiceIndulgent Service ARISE ROBY
  18. 18. CUSTOMER CARE It is not enough just to give good service The Customer must perceive the fact that he is getting good service ARISE ROBY
  19. 19. HANDLING CUSTOMER COMPLAINTS Doing the job right the first time Effective Complaint Handling+ Increased Customer satisfaction & brand loyalty = IMPORTANCE OF COMPLAINTS Gives us another chance to improve our service ARISE ROBY
  20. 20. SOURCES OF CUSTOMER COMPLAINTS Delivery problems Installation problems Lack of information on product use Problems with enforcement of warranties Lack of knowledge of the sales person Indifferent attitude of the personnel ARISE ROBY
  21. 21. FEW ESSENTIALS STATE OF MIND POSITIVE ATTITUDE ABILITY TO MANAGE YOURSELF COMMUNICATION SKILLS ENTHUSIASM SELF ESTEEM & ASSERTIVENESSARISE ROBY
  22. 22. TRANSACTIONAL ANALYSIS TA is a method of studying communication TA is very effective in analysing audience psychology ARISE ROBY
  23. 23. DIFFERENT EGO STATES Child Ego State Free Child Adaptive Child Little ProfessorARISE ROBY
  24. 24. DIFFERENT EGO STATES Parent Ego State Critical Parent Laying down rules Lecturing Hiding behind regulations Refusing to negotiate or compromise Nurturing Parent Caring Concerned Encouraging Supportive Warm & Affectionate ARISE ROBY
  25. 25. DIFFERENT EGO STATES Adult Ego State Reasonable Calm Thoughtful Clear thinking Negotiating Not bullying Not caving in Not steamrolling others Self-evaluatingARISE ROBY
  26. 26. EGO STRUCTURE P A C ARISE ROBY
  27. 27. TYPES OF TRANSACTIONS Parallel Crossed Ulterior ARISE ROBY
  28. 28. PARALLEL TRANSACTIONS P A C P A C ARISE ROBY
  29. 29. CROSSED TRANSACTIONS P A C P A C ARISE ROBY
  30. 30. ULTERIOR TRANSACTIONS P A C P A C ARISE ROBY
  31. 31. SUPERIORITY COMPLEX I’M OKAY YOU’RE NOT OKAY ARISE ROBY
  32. 32. INFERIORITY COMPLEX I’M NOT OKAY YOU’RE OKAY ARISE ROBY
  33. 33. NEGATIVE ATTITUDE I’M NOT OKAY YOU’RE NOT OKAY ARISE ROBY
  34. 34. POSITIVE ATTITUDE I’M OKAY YOU’RE OKAY ARISE ROBY
  35. 35. A POSITIVE ATTITUDE MAKES A DIFFERENCE Always be positive and enthusiastic Smile, be friendly and positive Try to meet a customer‟s reasonable request Customer doesn‟t care if you are having a bad day You should leave your problems at home Customers expect to get what they pay for Your good attitude will make work enjoyable for you and your customers ARISE ROBY
  36. 36. POSITIVE ATTITUDE What is Attitude? Attitude is the way we look at things. Two types of Attitudes Positive Negative The foundation of your success is positive Attitude. ARISE ROBY
  37. 37. FACTORS THAT DETERMINE OUR ATTITUDE ENVIRONMENT Home, School, Work, Television, Newspapers, Magazines, Books, Cultural & Religious background, Traditions & Beliefs, Social environment. EXPERIENCES Our behavior changes according to our experiences with people and events in our life. EDUCATION Formal & Informal ARISE ROBY
  38. 38. COMMUNICATION SKILLS Effective rules for effective communication : Speak the same language Make sure every word is heard clearly Repeat important information ARISE ROBY
  39. 39. VERBAL COMMUNICATION Rate of speech Volume Modulation Pronunciation ARISE ROBY
  40. 40. NON-VERBAL COMMUNICATION Postures Gestures Movements Eye Contact ARISE ROBY
  41. 41. ACTIVE LISTENING •Quiten your own mind •Control the environment •Use positive nonverbal signals •Use positive verbal signals •Use pauses •Summarize •Avoid unhelpful behaviors •Listen carefully to what is being said ARISE ROBY
  42. 42. SELF-ESTEEM Self-esteem is the way we feel about ourselves. When we feel good about ourselves: Our performance goes up Our relationships improve - at home & outside The whole world looks nicer There is a direct co-relation between feeling and behavior. ARISE ROBY
  43. 43. SIGNS OF SELF-ESTEEM A person with self-esteem: Pushes on, in spite of setbacks and obstacles in his path Adjusts easily to whatever is Knows how to relax Trusts others - others find him trustworthy Helps others without hesitation Appreciates whatever good is there in others ARISE ROBY
  44. 44. LOOK IN THE MIRROR What do you see of yourself? Do you look confident? Do you look healthy? Do you have a pleasing personality? Are you happy with your self image? ARISE ROBY
  45. 45. ASSERTIVENESS WHAT IS ASSERTIVENESS? The ability to speak up and be taken seriously, and to do it without damaging the rights of others. ARISE ROBY
  46. 46. AGGRESSIVE ASSERTIVE NON-ASSERTIVE ARISE ROBY
  47. 47. IMPORTANCE OF ASSERTIVENESS •Assertive people are much more likely to get more of what they want. •Assertive people feel good about themselves and their behavior. ARISE ROBY
  48. 48. BENEFITS OF BEING ASSERTIVE •You will manage your time and stress levels more effectively by setting realistic limits. •You can influence others by stating your preferences and opinions clearly and in an appropriately, easily-heard way. •You will learn more quickly what others think or would prefer. •You will deal with problems more easily. ARISE ROBY
  49. 49. WHEN TO SAY NO !  Government rules and regulations  Company policies and procedures  Out of stock  Just not possible ARISE ROBY
  50. 50. DEFINITION: Divine transport - intense emotion which leads to joyous action Enthusiasm is the best communication tool: •Enthusiasm liberates •Enthusiasm provides energy •Enthusiasm is contagious •Enthusiasm is a skill and not a GIFT ENTHUSIASM ARISE ROBY
  51. 51. LOOK GOOD •90% of us make decisions about others in a few minutes. •Over 50% of our personal impact is through our appearance, our body language and facial expressions. ARISE ROBY
  52. 52. MANAGING YOURSELF  Do not return anger for anger  Avoid fuelling the anger  Keep control of the situation  Be quiet and listen  Don‟t make excuses  Recognise the customer‟s feelings  Probe  Solve problem  Soothe problem  Apologise whenever requiredARISE ROBY
  53. 53. YOU ARE A WINNER •YOU ARE PROGRAMMED BY GOD & NATURE TO BE SOMEONE •YOU ARE TODAY THE RESULT OF WHAT YOU HAVE THOUGHT YOURSELF INTO BECOMING ARISE ROBY
  54. 54. QUALITY Quality of a product or service is what the customer feels it is. Customer judges quality on : Responsiveness Competence Courteousness Sensitivity Consistency ARISE ROBY
  55. 55. THE FIRST 4 & THE LAST 2 MINUTES How to maximise : Avoid ritual or routine activity or standard phrases Smile - even if it is on the telephone Avoid moans, groans and negative comments, about self, weather, work, another person, etc. Deal with customers in turn, make every customer your favourite Avoid rushing or doing too many things at onceARISE ROBY
  56. 56. Get the Customer‟s name as soon as possible and use it Look at people. Take an interest in them. Pay attention to how they are, what they are, what they are doing and saying Don‟t chat to other staff when customers are about Greet them with enthusiasm and look for positive, genuine things to say about them THE FIRST 4 & THE LAST 2 MINUTES ARISE ROBY
  57. 57. THE FIRST 4 & THE LAST 2 MINUTES Assess what kind of help they want : To be left alone To be approached To be chatted to To be direct with Have something positive to say when you or they leave Get a definite closure, don‟t let it just ebb away ARISE ROBY
  58. 58. QUALITY OF EXPERIENCES AFFECTS CUSTOMER PERCEPTIONS Define the Customer‟s „Moments of Truth‟ Moments of Magic Moments of Misery ARISE ROBY
  59. 59. MOMENTS OF TRUTH When what is communicated at Moments of Truth is that : The Customer is Respected And Understood And treated Genuinely, The foundations are laid for Quality Service ARISE ROBY
  60. 60. CUSTOMER LOYALTY A Customer is loyal when over time, he has received consistent, prompt, and courteous service and products Customer loyalty is encouraged by four principles : Good products at fair prices Effort Consistency Attention to „little‟ things ARISE ROBY
  61. 61. SERVICE v/s SERVICES •Services are things you do for your customers •Service is how well an organization does what it does. ARISE ROBY
  62. 62. EXPECTATIONS & PERCEIVED VALUE PERCEIVED VALUE = SERVICES x SERVICE ------------------------------- PRICE ARISE ROBY
  63. 63. SERVICE VISION IT‟S COMFORTABLE IT‟S MAGICAL IT‟S MY STORE ARISE ROBY
  64. 64. YOU ARE ON STAGE When you‟re serving a customer, you‟re on stage Are you dressed for the part ? Do you know your lines ? Do you understand the play ?ARISE ROBY

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