module 4 - customer service training

8/4/2019 Module 4 - Customer Service Training

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Superior Customer ServiceAt Pharmacy


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Goals

1. Improve comfort and confidence of thecustomer

2. Use customer-service strategies that getresults

3. Enhance the publics image of the Companyby providing superior customer service overthe Counter.


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Objectives

1. At the end of this training, you will be able todefine and describe:

2. A Customers Basic Needs 3. 5 Dimensions of Customer Service4. How to Manage a walk-in5. Projecting a Positive Image6. Techniques for handling difficult situations


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Questions to Ask Yourself

Do my current skills help reduce my stress whendealing with difficult Customers? Do I enjoy being at work when I make a valuable

contribution to the Company? Does the Company save money when I provideaccurate and responsive customer service on theCounter? Do I feel personally satisfied when Im doing agreat job?


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Why Should You Improve? Every walk-in is an opportunity to enhance

customer relations, your image, and the image of the Company.

Remember: The typical person tells 20 people

about a negative experience and tells only 5 people about a positive experience.


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5 Dimensions

1. Professionalism - use thank you and please,

control background noise, dont use office -specific jargon or acronyms

2. Speedy Responses - predict follow-up time,

dont pad conversation with idle chatter, donttake more than 30 sec, time is money


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5 Dimensions (Cont)

3. Accurate Information - use easy-to understandexamples, dont blame others, dont useoutdated material

4. Genuine Concern - use empathy, dont judgecustomers feelings, dont let one negativeexperience bleed into another

5. Reliable Follow-up - responsibility to carry outpromised action


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Positive Attitude

The Engine that drives

excellent service

forward.

The key ingredient in providing the5 Dimensions of Customer Service.


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1. Creates goodwill with Customer

2. Reduces the potential for irritating the

Customer3. Lessens stress for you

4. Helps you enjoy your job more

5. Creates a more productive workenvironment

Advantages of a Positive Attitude


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Projecting a Positive Attitude

Keep organized work space Make conscious effort to be positive

Link being positive withconsequences

Choose role model who is positive Focus on the customers needs

instead of your own Feelings are a choice


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Managing Sale

Answer Promptly Greet the Customer and Identify Yourself Offer to Help Listen Carefully

Use Customers name if you can.


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Example

Assalamualaikum. Aap Kaisey hain? MainAap ki kiya maddad ker sakta houn?

Yes , main abhi iss dawai ka status checkkerta houn


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Applying Positive Attitude toCreate Positive Impressions

Word choices seem simple, but small changesmake a dramatic difference

Positive phrasing creates an environment wherecustomer can respond with an open mind

give me a minute? positive?


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Turn Negative Into Positive

Manager is not in yet.

Its a computer problem.

We didnt get the delivery.

Thats not my job.

We never received your application.


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How to Give Bad News

The Sandwich Technique :

Insert the bad news

in-between two pieces

of good news


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Angry Customers

Recognizing the Signs of an Angry Customer: High-pitch speech Long pauses Sighs Demands Short-terse answers Volume gets louder


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2 Problems of the Angry Customer

A relationship problem with the Company

Companys relationship with the customeris broken Usually because basic needs arentbeing met

Specific problem that needs attention


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7 Steps for Resolving the Angry

Customers Problem

1. Deal with feelings first. Listen and respond with empathy.

2. Ask questions to get specifics about the complaint

3. Summarize Customers problem to get agreement

4. Offer a choice of alternatives to fix the problem

5. Let the customer decide which alternative to use6. Follow through on what you agree to do

7. When possible, do something extra


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Abusive Customer

Definition:

A customer who goes beyond expressing anger

about a problem and begins attacking theperson handling the floor

Often includes swearing and personal attacks


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Handling Abusive Customers

Abusive Customer:Stay Calm

Youre not the target Give customer warning

I beg your pardon? I dont appreciate the language you are using.

If you arent able to talk with me without swearing, I willnot be able to help.

Inform supervisor immediately


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Questions

module 4 - customer service training

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