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Customer Service Starts and Ends with YOU!

Customer Service Starts and Ends with YOU!. Course Objectives. Module 1: NMSU Customer Service Vision Module 2: Customer Service Module 3: Communications Module 4: Being a Customer Service Ambassador. Customer Service Vision. 6 Basic Customer Needs. 6 Basic Customer Needs.

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Customer Service Starts and Ends with YOU!

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  1. Customer Service Starts and Ends with YOU!

  2. Course Objectives • Module 1: NMSU Customer Service Vision • Module 2: Customer Service • Module 3: Communications • Module 4: Being a Customer Service Ambassador

  3. Customer Service Vision

  4. 6 Basic Customer Needs

  5. 6 Basic Customer Needs • Friendliness • Understanding and Empathy • Fairness • Control • Options and Alternatives • Information

  6. Human Level (Fills Human Needs) Business Level (Fills customer’s Business Needs) Human-Business Needs

  7. Cycle of Service Moments of Truth

  8. Moment of Truth Any episode in which the CUSTOMER comes in contact with YOU and gets an impression of the quality of YOUR SERVICE

  9. WOW! Cycle of Service Moments of Truth

  10. Quality of Service The ONLY standard for quality of service is how it is perceived by your customer.

  11. 4 Ways We Communicate • WHAT WE DO • HOW WE LOOK • WHAT WE SAY • HOW WE SAY IT

  12. Face to Face Communication

  13. 7% 38% 55% Face to Face Communication Words Voice Body Language

  14. Verbal Communication

  15. Voice Communication Words 14% Voice 86%

  16. Barriers

  17. Barriers Language Confidence Attitude Training Assumptions Jargon - Acronyms Knowledge

  18. Remember You can’t change others, but you CAN change your thoughts

  19. 4 Levels of Listening • INACTIVE • SELECTIVE • ACTIVE • REFLECTIVE

  20. Being a Customer Service Ambassador

  21. Circles of Concern and Influence Circle of Concern NO CONTROL Circle of Influence CONTROL

  22. How can you be an Ambassador? • Make Customer Service your priority • Keep your eyes and ears open • Set the example • Take Ownership • Tell your Supervisor • Gain knowledge about University operations

  23. How can you be an Ambassador? • Always be Courteous, Respectful, Polite and Honest • Focus on problem solving, not fault finding • Always follow through • Make the FIRST IMPRESSION a POSITIVE IMPRESSION

  24. I Will • I will smile and greet everyone I come in contact with • I will ask anyone who is in my area if I can help them • I will give everyone the benefit of the doubt

  25. I Will • I will try to go the extra mile with the customer as often as I can • I will limit the time I place a customer on hold • I will try to answer the person’s questions and ONLY transfer if I need to

  26. Personal Commitment I WILL IMPROVE MY CUSTOMER SERVICE BY ….

  27. When you’re taking care of the customer, you can never do too much. And there is NO wrong way – if it comes from the heart.

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