9 Lessons 1 Quiz covering the first 5 Lessons Multiple Choice Final 10 Questions 250 Word Essay on how Customer Service is used in your trade Analysis of the movie Employee of the Month from the perspective of Customer Service ID: 153824
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Customer Service Training To Do List
9 Lessons1 Quiz covering the first 5 LessonsMultiple Choice Final (10 Questions)250 Word Essay on how Customer Service is used in your trade.Analysis of the movie “Employee of the Month” from the perspective of Customer ServiceYou will receive the “Boston Region Customer Service Certification” that you can add to your resume.Slide2
Customer Service
TrainingLesson OneWhat is Customer Service?
Why is It Important?Slide3
After this lesson you will…
Understand the importance of taking and completing customer service trainingBe able to define customer service and it components.Be able to explain the importance of good customer service.Slide4
Customers
Customer – Someone who receives customer service from a service deliverer.They can be either a person or company
Webster Dictionary Defines customer as:
“A person Who Buys.”
“A person with whom one has dealings.”Slide5
The two types of Customers…
External Customer– A private individual or someone who comes from another organization. A Paying Customer
Internal Customer
– A customer from another part of the same organization. Examples Include: Co-workers, Classmates
, Supervisors,
and ManagersSlide6
Did you say Co-Workers are customers too?
Most Employees will provide service to co-workers more oftenWhat goes around comes around.Happiness spreadsStarts at the top, ends with the customerSlide7
What is Customer Service?
The institute of Customer Service defines customer service as :The sum total of what an organization does to meet customer expectations and to produce
customer satisfaction
.
Customer
service generally involves service teamwork and service partnerships.Slide8
Why is customer service important?
Increases your employabilityMakes you an valuable employee.
Only 1 out of 4 employees feel qualified to deal with customer complaints (ICS
).
Only 1 out of 3 customer-facing staff are trained to deal with angry customers (ICS)Slide9
In order to provide customer service as a team, employees must…
Actively listen: Listen to understand the message. Practice Tolerance: Accept the fact that others may have views and opinions different than yours. Avoid Disrespecting othersCompromise: Meet half way so both parties are satisfied by being tolerant.Slide10
Products and Services
Organizations involved in customer service offer a mixture of goods/products (items to sell) and services.Examples of goods/products include: Electronics, Clothes, Jewelry and Shoes.Examples of Services Include: Haircuts, Cell Phone Service, Cab Rides and the Delivery of goods.Slide11
Total Quality Management
Abbreviated TQM. The overall quantifier and assurance that all parts of a company or organization are working well. Management of a process or product that assesses quality from start to finish.
TQM as it relates to customer service is assuring that good customer service occurs at all levels, from the part time janitor to the CEOSlide12
Who is responsible for customer service in your work environment?
EVERYBODYSlide13
Customer Experience
What people think should happen and how they think they should be treated when asking for or receiving customer service.Satisfied – Customer satisfaction is when a customer is happy, pleased, and satisfied with a good or service they have received.
Dissatisfied
– The exchange of goods and services have not been a good experience for the customer.Slide14
Customer Experience
When a customer is satisfied they are more likely to return to your business, and this creates customer loyalty.Customer Loyalty – Customers return to the same business and/or service deliverer.Customer loyalty will only happen when customers are receiving what they want. What the customer wants is customer preference.
Customer Preference
– Customers’ individual likes and dislikes.Slide15
Added Value
The extra, over and above the basic product or service that an organization makes to its customer.Slide16
Hooray!!!!!!!! Movie TimeSlide17
Specific Examples of Added Value in HBI (Plu, EW, FM, Carp):
Fix something small free of charge like a squeaky hinge, small leak, level picture frame.Explain what your doing to the customer and explain how it is part of the bigger projectHelp carry in groceriesSlide18
Added Value in the Medical Trades
Make patients feel more comfortableOffer candy or a sticker to younger patientsLet patients use the phone for a ride or call them a cabNursing assistants can give birthday cards, cakes or just spend extra time with their lonely patientsSlide19
Added Value in MO :
Allow customers to use the phone for a ride afterwardsHelp customer complete paper workHave candy on your desk for internal or external customersHelp internal customers with projects or assignmentsSlide20
Added Value in Security and Culinary Arts
Security:Give customers directionsWalk internal customers to the carWater plants and feed fish on weekendsCulinary:Offer a free dessert for customers having a birthdayHelp internal customers with their line dutiesSlide21
How does Customer Service Benefit Companies and
Organizations ?Competitive advantage – Customer Service is the number one differentiator in a competitive market place. (R. Moment, 2008 )
Competitive advantage
– Nearly
all customers would recommend a company to their friends if a complaint had been resolved efficiently (Institute of Customer Service
).
Financial Benefit
–
It costs five times more to get a customer
than to
keep a customer
.
Financial Benefit–
Most customers would pay more for excellent service (
Institute of
Customer Service
)
Total Quality Management Slide22
Terminology
Added Value – The extra, over and above the basic product or service that an organization makes to its customer.Customer – Someone who receives customer service from a service delivererInternal – A customer from another part of the same organization.External – A private individual or someone who comes from another organization.Satisfied – Customer satisfaction is when a customer is happy, pleased, andsatisfied with a good or service they have received.
Dissatisfied
– The exchange of goods and services have not been a good experience for the customer.
Customer Experience – What people think should happen and how they think they should be treated when asking for or receiving customer service.
Customer Loyalty
– Customers return to the same service deliverer.
Customer Preference
– Customers’ individual likes and dislikes.
Products and Services
– Organizations involved in customer service offer a
mixture of products (items to sell) and services.
Total Quality Management
– Abbreviated TQM. The overall quantifier and assurance that all parts of a company or organization are working well. Management of a process or product that assesses quality from start to finish.