【管理培訓(xùn)系列】customer service客戶服務(wù)

1、Who are Customers:People who receive my output.People who pay me.They are the reason why I do my job.People who want to avail my companys services. Foundation of Customer Service:Customers are of two types:Internal: Group of people you may serve within the organization. External: These are customers

2、 who come to your organization for some services or products. The four things the Customer wants:Friendly, caring service:Being interestedGiving informationListening carefullyAnswering questionsWarm friendly responses at all times especially when customers are upset or have concerns The four things

3、the Customer wants: (contd.)2. Flexibility: Customer want the person to “jiggle” the system to make it work for them.They dont want to hear “No”.The four things the Customer wants: (contd.)3. Problem resolution: Business problems Non-business problemThe four things the Customer wants: (contd.)4. Rec

4、overy:If and when mistake is made, customer wants you to take care of it quickly and to their satisfaction. Apology Fix it Extra Step Follow upService: Two typesMaterial:Price, Quantity, Quality, Type of equipment, Routines, Working method, Manning etc. Personal:It is personal service which upgrades

5、 a neutral impression about a service to a good impression.A honest smile & full personal attention will work wonders even if material service breaks down.Moment of TruthA moment of truth is any point in the interaction during which the customer has an opportunity to gain an impression of the servic

6、e provided by the company.Research has shown that it takes on average 12 shining moments of truth to compensate for one dull moment of truth.Benefits of Good customer service: Personal Benefits WIFM: Less stress Higher efficiency More job satisfactionBenefits of Good customer service: (contd.)Organi

7、zational Benefits: Key to survival and success. Motivated teamwork. Cost effective. Adds to the company bottom lineBenefits of Good customer service: (contd.) Some Startling Statistics: Only 4% of customers actually complain. For every complaint you receive there are 26 unattended. Around 75% of the

8、 complaining customers will do business with you again, if you act quickly. It costs 5-6 times more to attract new customers than to keep old ones Benefits of Good customer service: (contd.)Out of the entire customers you lost: 1% die 3% move away 9% go away for cheaper prices 19% are chronic custom

9、ers 68% leave due to bad serviceSo most of allCustomers go elsewhere because the people they deal with are indifferent to their needs 68% The Ten Commandments of Great Customer Service! Know who is the boss Be a good listener Identify and anticipate needs Make customers feel important and appreciate

10、d Help customers understand your system Appreciate the power of “YES” Know how to apologize Give more than expected (Customer Delight) Get regular feedback Treat employees wellWhy are these folks angry? On hold too long Previous problems in customer service Perceived injustice Legitimate service com

11、plaintHow to cool them down?Let them vent Speak slowly in a low, resonant tone Eg:- “That is frustrating, isnt it?” “Id probably be upset if that happened to me”. Calming language “OK, lets start at the beginning.Handle complaints with DEHEAT Deal with the customers, not the problem Exorcise your eg

12、o Hear the customer out Empathize Apologize Troubleshoot Handling abusive customers!Direct and assertive not combative“I care very much about your problem, but when you speak to me this way, I find it difficult to focus on a solution”.“I understand this is difficult for you. Lets see what we can do

13、to fix the problem”. Everybody makes mistakes Take responsibility Dont place blame or speak bad about your organization or another employee Sincere apology Thank customer for pointing out the problem No Nos “Its against our policy” “Its against the rules” Try this- “Oh, Im so sorry. If I could do th

14、at for you, I would. Let me tell you what I can do”. Listen: Customer complaints create profit Complaints are like medicine People complain to front liners about 45% of the time for service related issues. They complain to management about 5%, and 50% just go away! Complaining to people who act like

15、 they dont care ensures customer defectionCustomer retention is profitable Resolving a complaint within 24 hours results in 96% retention. For each day of delay, about 10% additional loss Companies can boost profits 100% by retaining 5% more of their customers CircleOf ServiceWhy keep customers sati

16、sfied? Treat them right, theyll come back because they like you If they like you, theyll spend more money If they spend more money you want to treat them better If you treat them better, they keep coming backWhy do customers come back?Give them What was promised Knowledgeable help Prompt, willing at

17、tention Good treatment Dont give them one of these reasons to leaveIgnore them or treat them indifferently Know too little about your product, services and organization Make excuses not to help Treat them like numbers Are cold, rude, unfriendly, impatient or generally unpleasant Talk down or make them feel ignorant or slow Make promises that arent fulfilled The Human TouchThrough increased automation to reduce costs, being a customer has become devoid