customer service presentation 01112015
TRANSCRIPT
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HR & Training Division Workshop on Excellence in Customer ServiceHR & Training Division Workshop on Excellence in Customer Service
WELCOME
Workshop on customer service
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HR & Training Division Workshop on Excellence in Customer ServiceHR & TRAINING DIVISION Workshop on Excellence in Customer Service
CUSTOMER SERVICE
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HR & Training Division Workshop on Excellence in Customer ServiceHR & TRAINING DIVISION Workshop on Excellence in Customer Service
SALES
After - SALES
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HR & Training Division Workshop on Excellence in Customer ServiceHR & TRAINING DIVISION Workshop on Excellence in Customer Service
Customer
Product
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HR & Training Division Workshop on Excellence in Customer ServiceHR & TRAINING DIVISION Workshop on Excellence in Customer Service
Product
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HR & Training Division Workshop on Excellence in Customer ServiceHR & TRAINING DIVISION Workshop on Excellence in Customer Service
Product Knowledge…
KNOWLEDGE IS POWERKnowledge gives you the three elements of successful selling.
KNOWLEDGE POWER
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HR & Training Division Workshop on Excellence in Customer ServiceHR & TRAINING DIVISION Workshop on Excellence in Customer Service
Confidence Enthusiasm Professionalism
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HR & Training Division Workshop on Excellence in Customer ServiceHR & TRAINING DIVISION Workshop on Excellence in Customer Service
Customer
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HR & Training Division Workshop on Excellence in Customer ServiceHR & TRAINING DIVISION Workshop on Excellence in Customer Service
Who is a customer ?
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HR & Training Division Workshop on Excellence in Customer ServiceHR & TRAINING DIVISION Workshop on Excellence in Customer Service
Types of Customers…
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HR & Training Division Workshop on Excellence in Customer ServiceHR & TRAINING DIVISION Workshop on Excellence in Customer Service
Internal Customers…
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HR & Training Division Workshop on Excellence in Customer ServiceHR & TRAINING DIVISION Workshop on Excellence in Customer Service
External Customers…
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HR & Training Division Workshop on Excellence in Customer ServiceHR & TRAINING DIVISION Workshop on Excellence in Customer Service
Who are WE…
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HR & Training Division Workshop on Excellence in Customer Service
WHAT IS A COMPLAINT?
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What is Complaint?
“An expression of dissatisfaction made, related to products or services, where a response is expected”
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Why do customers complain?
• Their expectations have not been met!• Because of concern for others who also use the service
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Is complaint a gift? Why?
Complaints are gift packages waiting to be opened because they
Are given freely Are unexpected…they come as a surprise (usually)
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If a customer is complaining, you are being given a chance to retain that customer
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When the customer’s needs are met…
You automatically Engage your Customer as your Advocate!
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HR & Training Division Workshop on Excellence in Customer Service
What customer want…
TREATrustesponsivenessmpathyssurance
TREAT angible
تعامل
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Ignore Complaints
Become Defensive
Become Angry
Concerned about loss of trade & reputation
People’s reaction to Complaints
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HR & Training Division Workshop on Excellence in Customer Service
Different Customers and
Handling Them
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HR & Training Division Workshop on Excellence in Customer Service
Angry Customers العمالء Demanding Customersالغاضبين
العمالء كثيري الطلباتPassive Customers العمالء
ينالسلبي
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HR & Training Division Workshop on Excellence in Customer Service
Angry CustomerA slight mistake can make this
customer mad. How to Handle• Let the customer finish talking. Do NOT
interrupt.• Be firm and polite or else they may not
be happy.
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HR & Training Division Workshop on Excellence in Customer Service
Demanding Customer
How to Handle
The customer who wants more than what you can offer. They are not easily satisfied.
• Be firm yet polite.• Be professional.• Avoid being rude.
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HR & Training Division Workshop on Excellence in Customer Service
Passive Customer
How to HandleThe customer who listens to you and sounds
apologetic when complaining.
• Listen carefully to what they have to say.• Sound professional and don’t brush them
aside.• Gain their confidence.
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HR & Training Division Workshop on Excellence in Customer Service
HINDRANCE العقبـــــــا
ت
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HR & Training Division Workshop on Excellence in Customer Service
CommunicationAttitude
Responsibility
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HR & Training Division Workshop on Excellence in Customer Service
Communication…
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HR & Training Division Workshop on Excellence in Customer Service
Attitude …
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HR & Training Division Workshop on Excellence in Customer Service
Attitude …
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HR & Training Division Workshop on Excellence in Customer Service
Responsibility …
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HR & Training Division Workshop on Excellence in Customer Service
HANDLING COMPLAINTS
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HR & Training Division Workshop on Excellence in Customer Service
Handling Complaints…
• Listen• Repeat• Apologise• Acknowledge• Explain action• Thank• Follow up
• Remember not to take it personally
• Remain calm• Focus on the problem and not
person• Turn unhappy people into
happy customers
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HR & Training Division Workshop on Excellence in Customer Service
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HR & Training Division Workshop on Excellence in Customer ServiceHR & TRAINING DIVISION Workshop on Excellence in Customer Service
CUSTOMERFRIENDLYSUPPORT
INNOVATIVE
PRECISETIMELY
6 Elements of CS …
POSITIVE
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HR & Training Division Workshop on Excellence in Customer ServiceHR & TRAINING DIVISION Workshop on Excellence in Customer Service
CUSTOMERFRIENDLY
SUPPORTINNOVATIVE
POSITIVE
TIMELYPRECISE
6 Elements of CS …
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HR & Training Division Workshop on Excellence in Customer ServiceHR & TRAINING DIVISION Workshop on Excellence in Customer Service
Basics..
Be Positive Consistency
Speak Plainly
Avoid Arguing
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HR & Training Division Workshop on Excellence in Customer ServiceHR & TRAINING DIVISION Workshop on Excellence in Customer Service
Characteristics ..
Listening Skills
Asking Skills
Responsible
Responsive
Knowledge
Complete
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HR & Training Division Workshop on Excellence in Customer Service
Why Are They Difficult?
They are difficult for their own reasons – not because of you
وجــه مـــا
الصعوبـــه؟
بهم خاصة ألسباب تعود الصعوبهوليسبسببك
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HR & Training Division Workshop on Excellence in Customer ServiceHR & TRAINING DIVISION Workshop on Excellence in Customer Service
Summary
• Be positive• Take things professionally and not personally• Aim for customer satisfaction, not just service• Solve problems without blaming yourself or others• Remember attitudes are caught, not taught
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HR & Training Division Workshop on Excellence in Customer ServiceHR & TRAINING DIVISION Workshop on Excellence in Customer Service
YOU are responsible for GOOD, BAD, and
EXCELLENTCustomer Service
مسؤول عن خدمة العمالء أنتالممتازة والسيئة والجيدة .
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HR & Training Division Workshop on Excellence in Customer ServiceHR & TRAINING DIVISION Workshop on Excellence in Customer Service
Questions…