Effective Customer Service

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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.

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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

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The 10 Customer Service

Fundamentals

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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

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What do you see in this figure?

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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

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Customers could be

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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

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Fundamental 4

Manage/Control Customers Expectations

“Under-Promise”

&

“Over-Perform” in Delivering Them

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Fundamental 5

If you don’t Show Care about your Employees

Do not Expect them to show care for Your

Customers

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Fundamental 6

Customers have Choices

Therefore,

If you don’t Take Care of Your Customers, Your

Competitors will

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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

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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

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Fundamental 9

Pay Attention to the

Future.

Customers are dynamic

and so does the

Competition

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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

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Effective Customer ServiceThe 10-Step Approach

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Effective Customer ServiceThe 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

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Customer ServiceThe 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.

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Customer ServiceThe 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

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Customer ServiceThe 10-Step Approach

Step 4

“Hire & Develop & Reward/Recognize the

Right Customers Service Providers”

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Customer ServiceThe 10-Step Approach

Step 5Reinforce 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.

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Customer ServiceThe 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

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Customer ServiceThe 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

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Customer ServiceThe 10-Step Approach

Step 8

“Get all corporate levels involved in the Customers Orientation to Gain Their

Commitment during the Delivery of the Service”

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Customer ServiceThe 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”

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Customer ServiceThe 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”

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Requirements for Effective

Customers Service

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Customers Service Requirements

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The 10 P’s of Effective

Customers Service

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The 10 Ps of Effective Customers Service

1. People

2. Processes

3. Policies

4. Promises

5. Personalization

6. Performance

THESE WILL LEAD TO

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The 10 Ps of Effective Customers Service

7. Positive Customers Perception

8. Repeat-Purchase & Patronage

9. Corporate Profitability

10. PRIDE (Customers & Employees)

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Thank You

any Questions???