content • Get Ready to Serve • Stand and Deliver • Communication Jungle • It's Not What You Say • The Good, the Bad, and the Ugly • Tools of the Trade • The Clinic • Customer-Service Stress • Internal Customer Service
Introduction to CustomerService • What Is Customer Service • Developing a Customer-Centric Mindset • Who Are Your Customers? • Internal Customers • External Customers • When & Where Does Customer Service Take Place • The Need For Customer Service • Rewards • Penalties • What Does Customer Service Mean To You? • Unpleasant Experiences • Satisfying Experiences • Developing A Customer Friendly Attitude • Evaluation • Excitement is Contagious
introduction • Today's customers are not the same as a day ago. Customers today want the best value, the best service from start to finish, and a trust worthy individual they can count on as situations change. Pricing will always be at the forefront of the customers mind and yet if all you do is sell on price you will not succeed. Today more than ever sales should be based on building a long term relationship with your customers, and educating them on what your service can and will do for them based on their needs.
who is a customer • A customer is not an outsider to our business. He is a definite part of it. • A customer is not an interruption of our work. He is the purpose of it. • A customer is doing us a favor by letting us serve him. We are not doing him any favor. • A customer is not a cold statistic; he is a flesh and blood human being with feelings and emotions like our own.
Who is a customer cont. • A customer is not someone to argue or match wits with. He deserves courteous and attentive treatment • A customer is not dependent on us. We are dependent on him • A customer brings us his wants. It is our job to handle them properly and profitably - both to him and us • A customer makes it possible to pay our salary, whether we are a driver, plant or an office employee
What Is Customer Service • is the provision of service to customers before, during and after a purchase. • According to Turban et al. (2002),“Customer service is a series of activities designed to enhance the level of customer satisfaction • Its importance varies by products, industry and customer
Developing a Customer-Centric Mindset • Aligning the resources of your firm to effectively respond to the ever-changing needs of the customer, while building mutually profitable relationships. • becoming customer centric encompasses EVERY aspect of your organization and must start at the top. • Creating a positive consumer experience at the point of sales and post-sale.
steps to becoming customer centric • Know Your Customer • Align Your Resources • Listen and Respond
Who Are Your Customers • Consumers are a diverse group, all of whom have different tastes, opinions and feelings toward the products they use and purchase.
Who are your customers: the elephants, rabbits or deer Elephants are the mines the Ghacem, the uniliver which will pay you millions of ghana cedis for your product. It's the dream to land one of these companies as a customer when you're a startup. If you kill one elephant they can feed you for a very long time
Rabbits - Need Volume • These are the price conscious consumers who wont pay you much for your product. There are tons of cheapest out there, they seems to be easy to find and catch. Yet you need a seriously huge volume of them to make any profit. • Rabbit hunting is the equivalent of having a low-end, cheap version of your product that you sell at a deep discount, thinking you'll make up for it in volume.
Deer - The Best Size To Hunt • Deer are in the middle between the elephants and rabbits. They're not so big that they can make demands that steer you away from your company strategy, but they're big enough that you don't need to catch millions to make some money. You can catch a deer and if their demands are too high you can let them go and find another customer of the same size that has less demands. They're the perfect size to hunt
Internal Customers • An internal customer is “anyone you count on or rely upon to complete a task or a function or to provide you with information so that you can get your job done…and anyone who counts on you to complete a task or function or to provide them with information so that they can get their job done.” (Rosenberger, 1998)
Internal customers-creating an atmosphere of sharing and helping • Begin with your own perspective: Understand that helping your colleagues do their jobs more successfully helps your organization and you. Therefore they are your customers. Treat them like VIPs. • View interruptions not as nuisances, but as opportunities to serve your internal customers: If you tend to view every interruption as a pothole in your road to success, reexamine those interruptions. If someone interrupts you to share gossip, that's a pothole
Internal customers-creating an atmosphere of sharing and helping • Exceed your internal customers' expectations: Think what you can accomplish in your organization by exceeding the expectations of fellow employees • Say thank you. A simple, genuine "thank you" goes much farther to create an atmosphere of sharing and helping than two such small words would suggest.
Internal customers-creating an atmosphere of sharing and helping • Always keep customers informed on project progress: Nobody likes to be blindsided by delays or last minute requests for additional information. • Get out of your 'silo’: Take a break with co-workers from another part of your organization. Talk to them during lunch about what's happening in their department. • Use effective time management practices: Once you understand your service provider's process, develop your time line for delivering the request. Certainly 'emergencies' happen, and service providers can be pressured to meet tight deadlines.
External customers service(ECS) • These are clients that come to utilize or purchase from your business that have choice an option in who they will buy purchase from. When customers have choice it makes business or staff perform in a way to win or maintain customers
How we should view ECS • These are customers who have choice and actually purchase from our business not within. • These customers can be loyal customers but still have options to buy from others • Our advertising marketing and services are direct towards these customers • If unsatisfied these customers may look elsewhere for service/products
How we should view ECS cont. • As our marketing and advertising targets these customers we would be wise to consider trying to keep clients than to renew our customer database often. Once a customer has been unsatisfied with our service it will be twice as hard to bring them back • Why spend twice the cedis in advertising for new customers when you can support those existing and help them advertise for you. Reward your loyal or regular users. They will then become more regular and more loyal.
Essential components for Good External Customer Service • Create and maintain good image • Good internal customer service • Build relationships • Manners and courtesy • Quick response to issues • Professionalism • needs. Find out more information here.
The Six Basic Needs of Customers • Friendliness Friendliness is the most basic of all customers needs, usually associated with being greeted graciously and with warmth • Understanding and empathy Customers need to feel that the service person understands and appreciates their circumstances and feelings without criticism or judgment • Fairness we all need to feel we are being treated fairly
The Six Basic Needs of Customers cont. • Control represents the customers’ need to feel they have an impact on the way things turn out. • Options and alternatives Customers need to feel that other avenues are available to getting what they want accomplished • Information “Tell me, show me – everything!” Customers need to be educated and informed about our products and services, and they don’t want us leaving anything out.
Customer service skills • Attracting new customers costs more than retaining existing customers. • Customer service costs real money • Understand your customers’ needs and meet them. • Good process and product design is important. • Customer service must be consistent.
Customer service skills cont. • Employees are customers, too. • Open all communication channels. • Every customer contact is a chance to shine. • People expect good customer service everywhere
Ideas for Improving customer Service • "He profits most who serves best.“Is the level of service you provide better, the same or worse than it was one year ago? If you're not getting better, you're getting left behind. • Marketing creates demand. Selling creates transactions. Service creates customers. • "In the quest for success, just remember that there is no substitute for character or service.
Ideas for Improving customer Service cont. • The ultimate objective of a business is profit. The primary purpose of a business is to create customers. Profitability without customers is an impossibility. • Customers do you a favor by choosing to do business with you. You aren't doing them a favor by serving them. • You need your customers just as much as they need you. And you may need them more. After all, they could go elsewhere to get what they need.
Ideas for Improving Service cont. • Customers should never feel like outsiders. They should be treated like insiders. • Serving a customer isn't an interruption or inconvenience. It is the whole point • and purpose of doing business. • Always remember that customers pay your salary.
The Ten Commandments of Customer Service • Know who is boss • Be a good listener • Identify and anticipate needs • Make customers feel important and appreciated • Help customers understand your systems
The Ten Commandments of Customer Service cont. • Appreciate the power of "Yes • Know how to apologize • Give more than expected • Get regular feedback • Treat employees well
The 10 Commandments of Exceptional Customer Service • Customers have the gold, therefore they make the rules • Service is created from the inside out; those who are not well served do not serve well • Look at everything through your customer's eyes • Go beyond satisfying the customer • Add value to every transaction
The 10 Commandments of Exceptional Customer Service cont. • Make contact with customers positively memorable • Make your customer a partner • No matter how good your service gets, keep making it better • Honor thy customer • Convert complaints into commitment
Turning Customer Service Inside Out • While attention is rightly focused on delivering quality customer service to external customers, how effective is your internal customer service? • Research has shown that when internal customer service — teamwork and effective communication — is lacking, external customers suffer.
Service Tune Up • Developing a customer service orientation within your company can not only pay dividends with external customers, but also improve efficiency, build teamwork and promote understanding within your organization.
Ways to Beat Customer Service Stress • Focus on the positive; avoid dwelling on the negative • Take responsibility for your stress • Just chill • Accept you've done your best • Don't be a sponge for customer frustration.
Ways to Beat Customer Service Stress cont. • Remember the angry customer is really a nice person, and has temporarily become a sheep in wolf's clothing • When customers are frustrated, their behavior is a reaction to unmet expectations • When you start your shift, make an agreement with yourself that you'll stay in control of the activities.
Ways to Beat Customer Service Stress cont. • Keep a healthy work/life balance • Keep a laugh diary • Remember that stress has a physical component. Eat for mental alertness and low stress
Things that create value for customers • nicer (courtesy) • more (quantity) • better (quality) • faster (speed) • different (creativity) • less expensive (price) • funner (enjoyment
Unpleasant Experiences • Give five examples of unpleasant customer service experiences and how you reacted.
Satisfying Experiences • State five examples of satisfying customer service experience and its effect on your attitude.