Exceptional Customer Service

1. Exceptional Customer Service Sudha R Manager – Training Manipal Health Systems

2. .Credo from the Late Sam Walton-Founder Owner of WALMART • “There is only one boss, and whether a person shines shoes for a living or heads up the biggest corporation in the world, the boss remains the same. It is the customer! The customer is the person who pays everyone’s salary and who decides whether a business is going to succeed or fail. In fact, the customer can fire everybody in the company from the chairman (CEO) on down, and he can do it simply by spending his money somewhere else.” Sudha R (Manager-Training - Manipal Health Services)

3. When you are the Customer…. • Take a few moments to jot down some thoughts about what is important to you when you are the customer… • What do you look for? • What makes you go back? • Think of a time you experienced exceptional service. What happened that made the experience so positive? Sudha R (Manager-Training - Manipal Health Services)

4. What Customers want… • Your notes probably include these: • Friendly, caring service – those serving you make you feel as though you are special • Flexibility – your feelings and circumstances are taken into consideration • Problem resolution – even if sometimes the answer must be no; positive alternatives are presented • Recovery – mistakes are admitted, apologies are forthcoming, extra efforts are made Sudha R (Manager-Training - Manipal Health Services)

5. Who are Customers? • A customer is not just money in the cash register. They are human beings with feelings and deserve to be treated with respect. • Is a person who comes to us with their needs and wants. It is our job to fill them. • Deserves the most courteous attention we can give them. They are the lifeblood of every business.

6. Who are Customers? • The most important person in any business. • Is not dependent on us. We are dependent on them. • Is not an interruption of our work, but the purpose of it. • Is part of our business – not an outsider. • Does us a favor when they come in. We aren’t doing them a favor by serving them.

7. Facts about Customers • The Customer pays all our salaries wages and bonuses • The customer will go where he/she receives the best attention • There is no profit, no growth, no jobs without the customer Hence, You must be your customers’ best choice!

8. Important: Customer Loyalty Each time we solve a customer’s problem, it helps to build loyalty that results in… • Referrals: Customers tell relatives, friends, and family that Manipal is a good brand. • Additional business: More Customers buy your services. • Retention: Customers stay at least four years as your clients; employees build long, productive careers • Reputation: Manipal maintains a reputation as a top-notch provider of Health Services. Sudha R (Manager-Training - Manipal Health Services)

9. Poor Service Product Dissatisfaction Better Prices Elsewhere Others Why Customers leave?

10. WHAT IS CUSTOMER SERVICE Any or all interactions which the customer has with your organization while conducting business It is the ability to provide a service or product in the way it has been promised It is also about treating customers with respect, individuality, and personal attention

11. ESSENTIAL FUNCTION • A pleasant, friendly greeting. • A positive and helpful attitude. • A professional & accurate business transaction. • An apology for any delay. • A quick resolutions to problems • A sincere thank you for their business Sudha R (Manager-Training - Manipal Health Services)

12. What Customers want…. • Options - Customers expect options. They don't want to hear that there's only one way to solve their problem. • Trust - Customers want to be able to trust the information they receive from you. Your knowledge has a direct and significant impact on their satisfaction. • Caring - Customers expect someone to care. Treat your customers the way you would like to be treated. When you identify and respond to both needs you let your customers know that you understand, care and are committed to them. Sudha R (Manager-Training - Manipal Health Services)

13. What Customers want…. • A partner - a long-term relationship from which thousands of rupees in business can come - a consultative relationship, where each party confers with the other about ways to improve. • And for a relationship to last, both parties must benefit from it. Sudha R (Manager-Training - Manipal Health Services)

14. THE STAR QUALITIES Customers want service that is… • Seamless The ability to manage service factors that are invisible to the customer (e.g., behind the scenes) • Trustworthy The ability to provide what was promised, dependably and accurately • Attentive The ability to provide caring and individual attention to customers • Resourceful The ability to provide prompt service and creative solutions Sudha R (Manager-Training - Manipal Health Services)

15. Seamless Service • The ability to manage service factors that are invisible to the customer. • Although customers want the benefit of all services an organization may offer, they don't want to be exposed to the details of behind-the-scenes operations. • Nor do they want to deal with several individuals on the same issue. • They expect frontline staff to coordinate everything for them. Sudha R (Manager-Training - Manipal Health Services)

16. Trustworthy Service • The ability to provide what was promised--dependably and accurately. • Customers want to feel they are in capable hands; that promises and commitments will be kept. • They want things to be correct the first time, but if something goes wrong they expect a quick, thorough recovery. Sudha R (Manager-Training - Manipal Health Services)

17. Attentive Service • The ability to provide caring and individual attention to customers, recognizing both their human and business needs. • This quality, considered the most important by consumers, is derived from the desire to be recognized quickly, politely, and with respect. Sudha R (Manager-Training - Manipal Health Services)

18. Resourceful Service • The ability to provide prompt service and creative solutions. • Customers like a fast, flexible approach to the service interaction. • If needed, they expect prompt and creative problem solving in the service recovery. Sudha R (Manager-Training - Manipal Health Services)

19. Customers Perceptions • If perceptions exceed expectations, the customer is pleasedor delighted. • If perceptions are about equal to what was expected, the customer is satisfied. • If perceptions fall below expectations, disappointment results…and, depending on the particular situation, the customer may feel victimized or even outraged. Sudha R (Manager-Training - Manipal Health Services)

20. Moments of Truth • 'Moments of truth' are encounters with customers which cause them to form a view of the organization based on how they are engaged, particularly compared to their expectations. • Expectations can be met, exceeded or disappointed. • A moment of truth occurs whenever a customer forms a perception of your business. You've got to manage those moments of truth. Sudha R (Manager-Training - Manipal Health Services)

21. Moments of Truth • Jan Carlson said there are good moments of truth and bad moments of truth. • There is a third type - average moments of truth. Average is middle-of-the-road - simply acceptable, but not . • The bad ones are referred to as moments of misery, and the good ones are referred to as moments of magic. Sudha R (Manager-Training - Manipal Health Services)

22. Moments of Truth • Our goal should be to create all great moments of magic, even if they start out to be moments of misery. • Sometimes a customer may have a legitimate complaint. • We not only need to fix problems and complaints, we also need to give customers a reason to want to come back and continue to do business with us again and again. • Even if we fix a problem, it doesn't mean the customer is coming back. Sudha R (Manager-Training - Manipal Health Services)

23. Moments of Truth • At times these moments of misery may not even be our fault. • The customer may just be having a terrible day. For example, a customer may be irate. • This person may have come twice earlier and he or she is in a very bad mood. • It is not the your fault the customer is unhappy, but it is the you who is now interacting with this irate customer and who has the opportunity to start to turn the customer's mood around. • It is an opportunity to take someone else's moment of misery and turn it into the your moment of magic. Sudha R (Manager-Training - Manipal Health Services)

24. Moments of Truth • So, manage your moments of truth. • Seize every one of them, even if they are moments of misery, as opportunities to show how good you and your organization are. • This will go a long way in building long-term customer loyalty and total customer satisfaction. Sudha R (Manager-Training - Manipal Health Services)

25. Moments of Truth • People form impressions of an organization, and the people that work in it, rather quickly.  • The more agitated they are on initial contact, and the angrier they are, the more selective will be their attention, and the more likely they will see what they want to see (selective confirmation of their initial beliefs). Sudha R (Manager-Training - Manipal Health Services)

26. TEN COMMANDMENTS • The customers is never an interruption to your work – the customers is your work! Everything else can wait! • Greet every customers with a friendly smile. • Call customers by name. • For customers, all staff members are as important as the doctor ! Sudha R (Manager-Training - Manipal Health Services)

27. TEN COMMANDMENTS - CONTD • Customer is always right. • Never argue with customers. Be a good listener, agree with him/her where you can, and do what you can to make him/her happy. • Never say, "I don't know." If you don't know the answer to a customers question, say, "That's a good question. Let me find out for you." Sudha R (Manager-Training - Manipal Health Services)

28. TEN COMMANDMENTS - CONTD • Choose positive words when speaking to a customer – this is a valuable habit that will help you become an effective communicator. • Brighten every customers day. Do something that brings a little sunshine into each customers life, and soon you'll discover that your own life is happier and brighter. • Always go the extra mile, and do just a little more than the customers expects you to do . Sudha R (Manager-Training - Manipal Health Services)

29. HOW TO DEAL WITH DIFFICULT CUSTOMERS • Don't downplay the seriousness of the customers complaint. Let the customers tell you his or her side of the story without interruption. • Apologize after you have heard the complaint. Whether you are right or wrong, the customers is seeking an apology. Offer it so the customers can move forward. • Express empathy. Let customers know that you understand the problem and are concerned about their feelings Sudha R (Manager-Training - Manipal Health Services)

30. CONTD • Establish a rapport with the customers. customers need to hear that you are on their side and are willing to do whatever it takes to solve their problem. • Do not go on the defensive. You are certain to lose the customers if you become confrontational. • Take control of the situation. Once you have heard the customers side of the story, take the appropriate action to resolve the problem. Sudha R (Manager-Training - Manipal Health Services)

31. CONTD • Ask the customer what he or she wants. You may be surprised to find out that the customers solution to the problem is both fair and simple. • Once the plan of action has been established, explain to your customer how the plan will solve the problem. • Ensure that the plan has been carried out and the results are acceptable to your customer – follow up to ensure your customer is happy with the way you have handled the problem. Sudha R (Manager-Training - Manipal Health Services)

32. Ultimately, YOU are the key to Exceptional Customer Service • How you act and react to Customers makes the experience either painful, so-so or exceptional Sudha R (Manager-Training - Manipal Health Services)

33. YOU are the key….. • Put yourself in your Customer’s shoes. • Remember when you had “bad customer service” and how it affected you. • Then remember how “good customer service” made you feel. • Then, think about how “Exceptional Customer Service” can make your day and your Customer’s day. Sudha R (Manager-Training - Manipal Health Services)

34. Thanks for your time Sudha R (Manager-Training - Manipal Health Services)