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Customer Service

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Dulay Charrie

This document provides an overview of a customer service seminar. It discusses key topics like the different types of customers, what customer service is, why service can be difficult to define, and tips for handling complaints. It also covers assessing customer service skills and emphasizes the importance of having a positive attitude when dealing with customers.

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Customer Service SeminarCharrie Rose DulayMagic Appliance Center
House Rules
ObjectivesTo refresh participants with the basic understanding of the different sets of knowledge and skills about customer service.
To provide participants with a foundation that will guide them in deciding what is good for their customers.
To equip the participants with added knowledge which they can use in business outside of MAC when the opportunity presents itself.
To learn from each other.Expectations
Who are your Customers?
Customers are of two types:Internal customerExternal customer
SERVICE
Why is SERVICE so Difficult to Define Accurately?It is not tangibleIt can’t be measured/ weighedIt is more emotional than rationalYou can sell it, but you cannot give a customer sample to take & show to anotherHaving given it, the customer may not have acquired anything
Service can be divided into 2 main types:Material:Price, Quantity, Quality, Type of Equipment, Routine, Working method, Manning etc.Personal:It is personal service which upgrades a neutral impression about a service to a good impression.
What is Customer Service?
Self Assessment Activity
Scoring:0-12 points: Bronze Level13-22 points: Silver Level23-30 points: Gold Level
BRONZEScoring at this level doesn’t mean that you don’t care about customers.You are a newcomer to service field. Still learning how to deal with customersYou are a seasoned service provider but may have a little rusty on some of the basics that you once practiced.Job Suitability. People who just don’t enjoy dealing with customers or helping others. They just work better by themselves
SILVERYou have a solid understanding of basic but you are not using them consistently. On good days you give good service and on bad days you give bad service. Become more consistent with your attitude. It takes about 30days to form a new habit, so practice even you don’t feel like it.“ Ningas-Kugon” “Moody”
GOLDCongratulations! You are a professional. You are ready for larger challenges. Train your co-worker and be contagious to others. Consider other perspective. Let people you know and trust evaluate you.
Customer Service vs. Core Service
Core Service vs. Customer ServiceCore Service: is the service or product your organization provides to its customers- your “reason for being”Customer Service: includes all of the interactions you have with a customer while you are conducting the business
Customer Service Is the act of giving assistance.An avenue for current profitabilityIt’s a brand!It is also about treating customers with respect, individuality, and personal attentionCustomer service is a function of how well an organization meets the needs of its customersA customer defines good customer service as how she perceives that an organization has delighted her, by exceeding to meet her needs.
A good customer service agent is
one who has the right mix of head and a heart. One who enjoys his work and has the right attitude towards life. Of all the qualities ATTITUDE is the most important one.What is Attitude?Attitude is the way we perceive things and situations in our life.
Attitude could be positive as well as negative.
It is necessary to show a positive attitude while dealing with customers.
Positive attitude brings confidence and energy into a person.
Positive attitude help a person to cope stress and problems in a better way.CARING RESPONSES
The four skills are: 1. Acknowledging 2. Appreciating 3. Affirming 4. Assuring
What Kind of Customer ServiceWe are expected to provide?
Good Customer ServiceBad Customer Service Excellent Customer Service
Why Customer Service Matter ?
Good customer service equals to: Commercial SurvivalJob securityGood self-image
Behavior that TURN-OFF Customers
1. APATHYLack of enthusiasm or energy
2. Brush- OffTo dismiss somebody abruptly
3. Snobby and pretentiously kind manner.
4.Rule-BookDependent to a book or pamphlet containing rules of activity.
5.Run-Around To spend a lot of time to somebody 6. Different Standards- whether exceeds or below
The 7 Key Things The Customer Wants1.Quick Result 2.Simple-Fast Transaction 3.Personal AttentionQualities that are important to our customers: Accuracy
Friendliness
Timeliness
Efficiency
Courtesy
Honesty 4. Friendly, caring service: Being interested
Warm friendly responses.5. Flexibility Customer want the person to “jiggle” the system to make it work for them. They don’t want to hear “No”
6. Problem resolutionBusiness problems
Non-business problem7. Recovery If and when mistake is made, customer wants you to take care of it quickly and to their satisfactionApology
Fix it
Extra Step
Follow upSome Startling StatisticsOnly 4% of customers actually complainAround 75% of the complaining customers will do business with you again, if you act quickly
Out of the entire customers you lost:1% die3% move away9% go away for cheaper prices19% are chronic customersCustomers go elsewhere because the people they deal with are indifferent to their needs 68%.68% leave due to bad service
G U E S T G- Greet the customersU- Understand customer needsE- Explain FFABS- Suggest additional itemsT- Thank the customer
CUSTOMER SERVICE is ?80 % attitude and 20 % techniquea mixture of knowledge and skillsreflects the whole corporate cultureis not a smile campaign
What is Customer Service Attitude? “Customer Service Attitude is the inherent ability to look at every interaction with the customer as an opportunity for customer delight and service excellence”
Displaying Customer Service Attitude1. Projecting Confidence2. Thinking Positive3. Using Positive Language4. Being Enthusiastic5. Conveying Speed or urgency6. Taking Ownership or accountability7. Being Courteous
CONFIDENCE“ Who has Confidence in himself will gain the confidence of others”
THINKING POSITIVEOur beliefs fuel our actions.Positive beliefs lead to positive actions and negative beliefs lead to negative actions.
USING POSITIVE LANGUAGEThe way you express yourself will affect whether your message is received positively or negatively
BEING ENTHUSIASTIC
Conveying Speed or Urgency Your problem is importantTaking OwnershipTo the customer you are the CompanyCourtesyPleasePoliteness goes far yet costs nothingThank you
E X A M
Customer Service is a mixture ofKNOWLEDGE and SKILLS
KNOWLEDGE reflects thorough knowledge of:The products or services you supplyThe external customers for those products and servicesThe systems and procedures of your organization The network of internal customers with whom you work
SKILLSreflects competence in certain essential skillsGetting it right the first timeListening to customersHandling complaints in constructive way Being assertive when under pressureCommunicating clearlyMaking it easier for your colleagues to help customer
Customer Service reflects the whole corporate culture
This reflects :Policies- clear corporate standards of quality behavior, linked to consistent marketing messages ( what the organization promises, it must be deliver!)Administrative Procedures- that does not sabotage the best effort of employees to be responsive to customersManagement Style
Customer Service is NOT a smile campaign ! The quality ofWHAT you deliver andThe quality of HOW you deliver
FACTS about CUSTOMERS…There is only one boss. The Customer. And he can fire everybody in the company from the chairman down, simply by spending his money somewhere else.
When the customer comes first, the customer will last.
The golden rule for every business man is this: 'Put yourself in your customer's place.'‘When we learn to appreciate one another’s differences, we become more willing to listen, more open to new ideas and more eager to grow.
Turn Complaints Into Opportunities
Benefits of ComplaintsImproved proceduresElimination of product defectMore skillful customer service behaviorHigher performance standardsCustomer- focused management
Handling COMPLAINTSAppreciate/Thank the customer for sharing the complaint2. Apologize for the error / mistake / inconvenience.3. Listen actively and nod from time to time showing interest4. Show Empathy – Put yourself in the customer’s place
Handling Complaints5.Resolve, if it is within your control. 6.If not solved immediately, take down the customer’s details (name, telephone number, address) to contact with the solution7.Do follow up till the customer is satisfiedREMEMBER: Don’t take customers’ complaints personally
Responding to customers REQUESTBe sure to understand the question or request before responding.Be sure the information you provide is accurate and current. If you are unsure, advise the customer you will need to get back to him. Specify time frame.Do not promise or simply something will be done if it is outside your ability to provide.
Consumer Rights
Consumer Rights
Consumer Rights
Consumer Rights

More Related Content

Customer Service

  • 1. Customer Service SeminarCharrie Rose DulayMagic Appliance Center
  • 3. ObjectivesTo refresh participants with the basic understanding of the different sets of knowledge and skills about customer service.
  • 4. To provide participants with a foundation that will guide them in deciding what is good for their customers.
  • 5. To equip the participants with added knowledge which they can use in business outside of MAC when the opportunity presents itself.
  • 6. To learn from each other.Expectations
  • 7. Who are your Customers?
  • 8. Customers are of two types:Internal customerExternal customer
  • 10. Why is SERVICE so Difficult to Define Accurately?It is not tangibleIt can’t be measured/ weighedIt is more emotional than rationalYou can sell it, but you cannot give a customer sample to take & show to anotherHaving given it, the customer may not have acquired anything
  • 11. Service can be divided into 2 main types:Material:Price, Quantity, Quality, Type of Equipment, Routine, Working method, Manning etc.Personal:It is personal service which upgrades a neutral impression about a service to a good impression.
  • 12. What is Customer Service?
  • 14. Scoring:0-12 points: Bronze Level13-22 points: Silver Level23-30 points: Gold Level
  • 15. BRONZEScoring at this level doesn’t mean that you don’t care about customers.You are a newcomer to service field. Still learning how to deal with customersYou are a seasoned service provider but may have a little rusty on some of the basics that you once practiced.Job Suitability. People who just don’t enjoy dealing with customers or helping others. They just work better by themselves
  • 16. SILVERYou have a solid understanding of basic but you are not using them consistently. On good days you give good service and on bad days you give bad service. Become more consistent with your attitude. It takes about 30days to form a new habit, so practice even you don’t feel like it.“ Ningas-Kugon” “Moody”
  • 17. GOLDCongratulations! You are a professional. You are ready for larger challenges. Train your co-worker and be contagious to others. Consider other perspective. Let people you know and trust evaluate you.
  • 18. Customer Service vs. Core Service
  • 19. Core Service vs. Customer ServiceCore Service: is the service or product your organization provides to its customers- your “reason for being”Customer Service: includes all of the interactions you have with a customer while you are conducting the business
  • 20. Customer Service Is the act of giving assistance.An avenue for current profitabilityIt’s a brand!It is also about treating customers with respect, individuality, and personal attentionCustomer service is a function of how well an organization meets the needs of its customersA customer defines good customer service as how she perceives that an organization has delighted her, by exceeding to meet her needs.
  • 21. A good customer service agent is
  • 22. one who has the right mix of head and a heart. One who enjoys his work and has the right attitude towards life. Of all the qualities ATTITUDE is the most important one.What is Attitude?Attitude is the way we perceive things and situations in our life.
  • 23. Attitude could be positive as well as negative.
  • 24. It is necessary to show a positive attitude while dealing with customers.
  • 25. Positive attitude brings confidence and energy into a person.
  • 26. Positive attitude help a person to cope stress and problems in a better way.CARING RESPONSES
  • 27. The four skills are: 1. Acknowledging 2. Appreciating 3. Affirming 4. Assuring
  • 28. What Kind of Customer ServiceWe are expected to provide?
  • 29. Good Customer ServiceBad Customer Service Excellent Customer Service
  • 31. Good customer service equals to: Commercial SurvivalJob securityGood self-image
  • 33. 1. APATHYLack of enthusiasm or energy
  • 34. 2. Brush- OffTo dismiss somebody abruptly
  • 35. 3. Snobby and pretentiously kind manner.
  • 36. 4.Rule-BookDependent to a book or pamphlet containing rules of activity.
  • 37. 5.Run-Around To spend a lot of time to somebody 6. Different Standards- whether exceeds or below
  • 38. The 7 Key Things The Customer Wants1.Quick Result 2.Simple-Fast Transaction 3.Personal AttentionQualities that are important to our customers: Accuracy
  • 43. Honesty 4. Friendly, caring service: Being interested
  • 44. Warm friendly responses.5. Flexibility Customer want the person to “jiggle” the system to make it work for them. They don’t want to hear “No”
  • 46. Non-business problem7. Recovery If and when mistake is made, customer wants you to take care of it quickly and to their satisfactionApology
  • 49. Follow upSome Startling StatisticsOnly 4% of customers actually complainAround 75% of the complaining customers will do business with you again, if you act quickly
  • 50. Out of the entire customers you lost:1% die3% move away9% go away for cheaper prices19% are chronic customersCustomers go elsewhere because the people they deal with are indifferent to their needs 68%.68% leave due to bad service
  • 51. G U E S T G- Greet the customersU- Understand customer needsE- Explain FFABS- Suggest additional itemsT- Thank the customer
  • 52. CUSTOMER SERVICE is ?80 % attitude and 20 % techniquea mixture of knowledge and skillsreflects the whole corporate cultureis not a smile campaign
  • 53. What is Customer Service Attitude? “Customer Service Attitude is the inherent ability to look at every interaction with the customer as an opportunity for customer delight and service excellence”
  • 54. Displaying Customer Service Attitude1. Projecting Confidence2. Thinking Positive3. Using Positive Language4. Being Enthusiastic5. Conveying Speed or urgency6. Taking Ownership or accountability7. Being Courteous
  • 55. CONFIDENCE“ Who has Confidence in himself will gain the confidence of others”
  • 56. THINKING POSITIVEOur beliefs fuel our actions.Positive beliefs lead to positive actions and negative beliefs lead to negative actions.
  • 57. USING POSITIVE LANGUAGEThe way you express yourself will affect whether your message is received positively or negatively
  • 59. Conveying Speed or Urgency Your problem is importantTaking OwnershipTo the customer you are the CompanyCourtesyPleasePoliteness goes far yet costs nothingThank you
  • 60. E X A M
  • 61. Customer Service is a mixture ofKNOWLEDGE and SKILLS
  • 62. KNOWLEDGE reflects thorough knowledge of:The products or services you supplyThe external customers for those products and servicesThe systems and procedures of your organization The network of internal customers with whom you work
  • 63. SKILLSreflects competence in certain essential skillsGetting it right the first timeListening to customersHandling complaints in constructive way Being assertive when under pressureCommunicating clearlyMaking it easier for your colleagues to help customer
  • 64. Customer Service reflects the whole corporate culture
  • 65. This reflects :Policies- clear corporate standards of quality behavior, linked to consistent marketing messages ( what the organization promises, it must be deliver!)Administrative Procedures- that does not sabotage the best effort of employees to be responsive to customersManagement Style
  • 66. Customer Service is NOT a smile campaign ! The quality ofWHAT you deliver andThe quality of HOW you deliver
  • 67. FACTS about CUSTOMERS…There is only one boss. The Customer. And he can fire everybody in the company from the chairman down, simply by spending his money somewhere else.
  • 68. When the customer comes first, the customer will last.
  • 69. The golden rule for every business man is this: 'Put yourself in your customer's place.'‘When we learn to appreciate one another’s differences, we become more willing to listen, more open to new ideas and more eager to grow.
  • 70. Turn Complaints Into Opportunities
  • 71. Benefits of ComplaintsImproved proceduresElimination of product defectMore skillful customer service behaviorHigher performance standardsCustomer- focused management
  • 72. Handling COMPLAINTSAppreciate/Thank the customer for sharing the complaint2. Apologize for the error / mistake / inconvenience.3. Listen actively and nod from time to time showing interest4. Show Empathy – Put yourself in the customer’s place
  • 73. Handling Complaints5.Resolve, if it is within your control. 6.If not solved immediately, take down the customer’s details (name, telephone number, address) to contact with the solution7.Do follow up till the customer is satisfiedREMEMBER: Don’t take customers’ complaints personally
  • 74. Responding to customers REQUESTBe sure to understand the question or request before responding.Be sure the information you provide is accurate and current. If you are unsure, advise the customer you will need to get back to him. Specify time frame.Do not promise or simply something will be done if it is outside your ability to provide.
  • 84. REMEDIES AVAILABLE TOCONSUMERS___________________________________ADMINISTRATIVE PROCEEDINGS:replacement or repair of product or servicesrestitution or rescission of contractreimbursement to complainant of amount spent in pursuing the complaint
  • 85. Consumer RightsCIVIL/CRIMINAL ACTION:Civil Actionawards of damagesreplacement or repair of product or servicesrefund of payment maderestitution or rescission of contractreimbursement to complainant of amount spent in pursuing the complaint
  • 86. Consumer RightsCriminal Actiondefendant, if found guilty by the court, can be sentenced to imprisonment or payment of fine or both: at the discretion of the court
  • 87. Consumer RightsPERIOD FOR FILING CONSUMER COMPLAINTS Within two (2) years from the time the consumer transaction was consummated or the deceptive or unfair and unconscionable act or practice was committed, and in case of hidden defects, from discovery hereof.
  • 89. Telephone TechniquesSmile before answering the phone.Answer the phone in three rings or less.Give your company name and your name when answering the phone.Use proper language and warm, friendly voice tone.Be courteous and pleasant. Be helpful. Tell the customer the action you are going to take.
  • 90. Proper way of answering telephone call-MAC BranchBasta APPLIANCE, Magic (BRANCH)!(Good Morning/Good Afternoon)This is (employee’s name). How May I help you?MAC Branch with FurnitureBasta APPLIANCE and FURNITURE, Magic (BRANCH)! (Good Morning/Good Afternoon)This is (employee’s name). How May I help you?Home Center-UrdanetaMagic Home Center Urdaneta(Good Morning/Good Afternoon)This is (employee’s name) How May I help you?Proper way of answering telephone call that was put on hold-THANK YOU FOR WAITING,This is (employee’s name), (Good Morning/Good Afternoon) How May I help you?
  • 91. Customer Service Principles“Customer service is more than just keeping customers satisfied. It is the art of creating LOYAL and REPEATING CLIENTS”EXCELLENT Customer Service Model“Excellent customer service is the process by which your organization delivers its services or products in a way that allows the customer to access it in the most efficient, fair, cost- effective, and delightful manner.”
  • 92. YOU must be your customers’ BEST choice !

Editor's Notes

  1. People who receive my outputPeople who pay meThey are the reason why “I do my job”People who want to avail my company’s services
  2. Internal Customer- group of people you may serve within the organization External Customer- someone who depends on the timeliness, quality and accuracy of someone else’s work. These are customers who come to your organization for some services or products.
  3. Good service is when the customer gets treatment that meets his/her expectationsBad Service is when customer gets treatmentwhich is less than his/her expectationsWhen the customer gets more than whathe/she expected or beyond his expectation,Good Service becomes Excellent Service
  4. Excited, eager, passionate, whole hearted