Tarun Sharma

Contents :
Understanding Quality Service and Service Culture
Key Skills for Quality Customer Service Addressing Customer Different Behavior Style

Steps to Resolve Service Breakdown

Service Winners..
Those with a positive attitude and a cheerful outlook Those who genuinely enjoy working with and for other people

Those with the ability to put the customer on center stage

Those who view their job primarily as a human relations profession

Those who genuinely enjoy working with and for other people

Service is.
Customers in a restaurant want more than a meal Guests in hotels want more than a room Client in a transaction want more than a settlement Customer want more that just the product or service that is offered they also want to be treated well

Service is Intangible
Intangibles deal with the human side of an organization

Service is intangible

They include human emotions, behaviors, understandings, feelings, and perceptions

Service is Intangible
Examples of customer service intangible Satisfaction Attentiveness Flow Helpfulness Sensitivity Tone Attitude Knowledge Understanding Tact Guidance

Two Dimensions of Service

The procedural dimension
Consist of the established systems and procedures to deliver products and/or services Service The personal dimension

How service providers (using their attitudes, behaviors, and verbal skills) interact with customers

Two Dimensions of Service

The Freezer Low in both personal and procedural service. Motto : We dont care The Factory Good in procedural service bad in personal service Motto : You are number We are here to process you

The Friendly Zoo Bad in procedural service good in personal service Motto : We are trying hard, but dont really know what we are doing

Quality Customer Service Excellent in both the personal and procedural dimensions. Motto : We care and we deliver

Five Elements of Quality Service

Reliability Assurance Tangible

Empathy

Responsiveness

Five Elements of Quality Service

The ability to provide what was promised, dependably and accurately

Reliability

Action strategy : make sure that you correctly identify customer needs, promise only what you can deliver, and follow through to ensure that the product or service was received as promised

Five Elements of Quality Service

Assurance
The knowledge and courtesy of employees, and their ability to convey trust and confidence Action strategy : take the time to serve customers one at a time. Provide service assertively by using positive communication techniques and describing products and services accurately

Five Elements of Quality Service

The physical facilities and equipment and the appearance of personnel

Tangible

Action strategy : maintain workspaces in a neat, orderly manner, dress professionally, and maintain excellent grooming and hygiene standards

Five Elements of Quality Service

The degree of caring and individual attention provided to customers

Empathy

Action strategy : listen for emotions in your customers messages. Put yourself in their place and respond compassionately by offering service to address their needs and concerns

Five Elements of Quality Service

The willingness to help customers and provide prompt services
Responsiveness

Action strategy : project a positive, can-do attitude. Take immediate steps to help customers and satisfy their needs

Service Culture Components

Delivery System

Service mission

Employee roles and expectations

Training

SERVICE CULTURE

Policies and procedures

Motivators and reward

Products and services

Management support

Service Culture Components

Service mission The direction or vision of an organization that supports day-to-day interaction with the customer

Products and services

The material, products, and services that are state of the art, competitively priced, and meet the needs of customers

Service Culture Components

Delivery System
The way an organization deliver its products and services

Training

Instruction or information provided through a variety of techniques that teach knowledge or skills, or attempt to influence employee attitude toward excellent service delivery

Motivators and reward

Monetary rewards, material items, of feedback that prompts employees to continue to deliver service and perform at a high level of effectiveness and efficiency

Service Culture Components

Employee roles and expectations The specific measures that indicates what is expected of employees in customer interactions and that define how employee service performance will be evaluated

Policies and procedures

The guidelines that establish how various situations of transactions will be handled

Management support

The availability of management to answer questions and assist frontline employees in customer interaction when necessary

What You Should Know?

Know Your Organization

Customer Service Person

Know Your Product/Service

Know Your Customer

Know Your Organization

Know Your Organization

Organization mission and vision Organization culture Customer interaction policy and procedures Company support for product/service

Know Your Product/Service

Know Your Product/Service

Product /service development and quality improvement process Product/service configuration Performance data and specification Maintenance and care Price and delivery

Know Your Customers

Know Your Customers

Customer Needs Customer Concerns Customer Personality

Developing Excellent Communication with Customers

Excellent Verbal Communication Skills

Excellent Non-Verbal Communication Skills

Excellent Listening Skills

Excellent Verbal Communication with Customers with Customers

Ask positively phrased question (Instead, Why do you feel that way , use: What makes you feel that way? Instead, Why do you want that color, use :What other colors have you considered?) Communicate to your customers style

Communicating positively..

Agree with customers

Solicit customer feedback and participation

Excellent Verbal Communication with Customers with Customers

Communicating positively..

Words and phrases that build relationship: Please Thank you I can or will How may I help?... I understand how you feel Youre right May I However Would you Please mind.. I apologize for.

Excellent Verbal Communication with Customers with Customers

Avoiding negative communication

Words and phrases that damage relationship: You dont understand You dons see my point Hold on a second Our policy says (or prohibits) Thats not my responsibility What you need to do is.. Why dont you The word problem The word but The word no

Excellent Verbal Communication with Customers with Customers

Six C of giving good information to customers

Clear

Concise

Correct

Complete

Courteous

Concrete

Non Verbal Communication with Customers

Body language Volume Cues Non Verbal Behavior Appearance and Grooming

Miscellaneous Cues

Non Verbal Communication with Customers

Body language Volume Cue

Eye contact Posture Facial expression Gestures

Pitch Volume Rate of speech Voice quality Articulation Pauses Silence

Non Verbal Communication with Customers

Appearance and Grooming
Volume Cue

Hygiene (Regular washing and combing of hair, use of mouth wash and deodorant)
Clothing and accessories

Personal habits
Proper etiquette and manners

Positive and Negative Communication Behavior

Positive

Negative

Brief eye contact Eyes wide open Smiling Nodding affirmatively Expressive body gestures Open body stance Listening actively Remaining silent as customer speaks Gesturing with open hand Clean, organize work area

Yawning Frowning or sneering Attending to matters other than the customer Leaning away from customers as he/she speaks Subdued or Minimal hand gestures Staring blankly at customers Interrupting Pointing finger or object at customer Disorganized, cluttered workspace

Characteristics of Good Listener

1.Empathy 2.Understanding 3.Patience 4.Attentiveness 5.Objectivity Good Listener

Strategies for Improved Listening

Stop talking !
Prepare yourself Listen actively

Show willingness to listen

Show empathy Send positive nonverbal cues Dont argue Ask questions

To listen more effectively..

Physically Attend physically

the right body language helps us to focus on the customer and encourages the customer to give us more information
Attend mentally Attend mentally

follow the customers flow of thought, listen to understand, not evaluate; listen first, then assess
Check it verbally Check it verbally

Paraphrase, clarify, probe further , summarize your understanding

Dealing Assertively with Customers

Look customers in the eyes as you speak

Grasp firmly without crushing Grasp firmly without crushing

Think, plan, speak a specific question Think, plan, speak a specific question

Stop, gather thoughts, speak Stop, gather thoughts, speak

Apologize if you make a mistake Apologize if you make a mistake

Increase volume, sound firm and convincing Increase volume, sound firm and convincing

Take responsibility, resolve the problem Take responsibility, resolve the problem

Customer Focused Behavior

Act promptly Guide rather than direct Customer focused behavior Dont rush customer Offer assistance Dont keep customer waiting

Avoid unprofessional actions

Addressing Customer Needs

To Feel Welcome To Feel Appreciated

To Be Understood

To Feel Important

To Feel Comfortable

To Be Respected

Customer Needs

Addressing Customer Needs

To Feel Welcome Use an enthusiastic greeting, smile, use the customers name, thank the customer, be positive

To Be Understood

Listen actively, paraphrase, ask key question, give positive feedback, empathize

To Feel Comfortable

Use an enthusiastic welcome, relieve anxiety through friendly communication, explain your action calmly, ensure physical comfort

Addressing Customer Needs

To Feel Appreciated Thank the customer, follow up, go beyond service expectations, provide special offers, remember special details about the customer

To Feel Important

Use the customers name, give special treatment when possible, elicit opinions

To Be Respected

Listen, dont interrupt, acknowledge the customers emotions and concerns, take time to serve, ask advice, elicit feedback

Four Styles of Behavior

Dominance Steadiness

Influencing

Compliance

Service Culture Components

Dominance Appears to be quite busy May give the impression of not listening Displays a serious attitude Voices strong opinions

Influencing

Appears quite active Takes social initiatives in most cases Likes to encourage informality Expresses emotional opinions(feelings)

Four Styles of Behavior

Steadiness Give the appearance of being quiet and reserved Listen attentively to other people Tend to avoid the use of power Make decisions in a thoughtful and deliberate manner

Compliance

Control emotional expressions Displays a preference for orderliness Tends to express measured opinions Sees difficult to get to know

Strategies to Deal with Dominance Person

Dominance Keep the relationship a business like as possible Develop strong personal relationship is not a high priority for dominance person Be as efficient, time disciplined, and well organized as possible Provide appropriate facts, figures, and success probabilities Try to identify their primary objectives and then determine ways to support with these objectives

Strategies to Deal with Influencing Person

Be enthusiastic Influencing Avoid an approach that is too stiff and formal Take time to establish goodwill and build relationship Do not place too much emphasis on the facts and details Plan actions that will provide support for their opinions, ideas and dreams Maintain good eye contact Be a good listener

Strategies to Deal with Steadiness Person

Take time to build a social relationship with the steadiness person Steadiness Spend time learning about the things that are important in this individuals life Provide personal assurance and support for their views If you disagree with a steadiness person, cur the desire to disagree assertively; steadiness person dislike interpersonal conflict Give them the time to comprehend your explanation/responses. Patience is important

Strategies to Deal with Steadiness Person

Provide a thoughtful, well organized approach Compliance Take a no-nonsense, business like approach Use specific questions that show clear direction Provide detailed and comprehensive information

Never pressure the compliance person to make quick decisions

Service breakdowns occur whenever any product or service fail to meet the customers expectations

Service Recovery Strategy

Express respect Listen to understand Uncover the expectations

Outline the solutions

Take action and follow through

Double check for satisfaction

Service Recovery Strategy

Express respect
Listen to understand Uncover the expectations

"What you are telling me Is important

I do respect what you are saying sir

Listen carefully empathize with the customer and do not make excuses or interruption Please tell me what happened

Will you please tell me what you feel needs to be done? We will be more than happy to do that for you

Service Recovery Strategy

Outline the solutions
Take action and follow through Double check for satisfaction

I will take this action or You have several choices

You refund has been requested. I will personally check with accounting to ensure your check goes out Friday

I am following up to make sure your check arrived

Roadblock to Service Recovery

Not listening Lack of respect Inadequate materials or supporting Poor or inadequate communication Lack of training Work conflict

Dealing with Difficult People

Dont take it personally Remain calm, listen carefully Focus on the problem, not the person Reward yourself for turning a difficult customer into a happy one When all else fail, ask for help

Thank You