CUR 516 Keith Benneth Going Beyond Customer Service to Customer Satisfaction professional portfolio for MAEDAET dobioraweeblycom Introduction Customers Why do we lose customers ID: 720998
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Customer ServiceByDavid ObioraCUR 516Keith Benneth
“Going Beyond Customer Service to Customer Satisfaction”
professional portfolio for
MAED/AET: dobiora.weebly.comSlide2
IntroductionSlide3
CustomersWhy do we lose customers?They die: 1%They move/relocate : 5%Competitive reasons: 12%Product dissatisfaction: 14%Attitude of Indifference: 68%
A customer is anyone or everyone who is a recipient of a product or service. Slide4
Customer satisfactionSlide5
Training MethodologyTo accurately use an effective training techniques, the following questions needs to be answered:What are your training goals for this training session?Who is being trained?
What is your training budget?How much time has been allocated for training within your organization?
What training resources and materials do you have at your disposal?
The answers to these questions begin the narrowing
p
rocess for your training choices.
I will use the following training choices for this session:
Instructor-Led
Training
Interactive
Methods
Hands-On
Training
Computer-Based Training (CBT)Slide6
Training OutlineIntroduction to delivery service excellenceManaging selfIdentifying customer condition and establishing rapportDetermining customer needs and expectationsEffective communication techniquesMeeting and exceeding customer needs and expectationsSatisfying customers in comfortable and difficult conditionsRole Play
ConclusionEvaluationSlide7
Customer Service SkillSlide8
Role PlayTwo people will simulate an issue that could arise in the customer service line of work. This could occur with a group of people split into pairs, one person act as CSR and the other, a customer. The two people will role
play in front of the training classroom
This activity would involve how best to approach different customers (good, difficult
, demanding,
talkative, angry, know it all, indecisive, suspicious and special need customers)
Use your own scenario if you have one
Swap after 5 minutes
.Slide9
Reflective SkillsKeeps the door open for further communication:ParaphrasingReflecting factsReflecting feelingsReflecting silenceSummarizingChoosing your words
Useful PhrasesSlide10
Excellent Customer ServiceDoing ordinary things extraordinarily wellGoing beyond what’s expectedAdding value and integrity to every interactionBeing at your best with every customerDiscovering new ways to delight those you serveBeing empathetic, caring and attentiveProviding high quality service in a timely mannerHaving extensive knowledge of all services you offerSlide11
Approaching The Customer
First impression counts; if a customer is turned off by the approach it will be difficult to win him or her over.Be alert to what interests the customer.
Establish rapportSlide12
Good Customer ApproachSlide13
AttitudeSlide14
Communication EquationWhat you hearTone of voiceVocal clarityVerbal expressiveness
40% of the message
What you
see or feel
Facial expression
Dress and grooming
Posture/ Body Language
Eye contact
Touch
Gesture
50%
of the message
WORDS
…….. ONLY
10%
of the message!Slide15
Poor Customer Service BehaviorsApathy/IndifferenceSnobbishnessPretentiously kindLiving by the rule-bookGiving people the run aroundPreferential treatment
Angry CustomerSlide16Slide17
How to handle an irate customerSlide18
5-Step Recovery SkillsACKNOWLEDGE the situation and the discomfortAPOLOGIZE for the discomfortACCEPT responsibility for helping the customerADJUST to solve the problemASSURE the problem has been solvedSlide19
CONCLUSIONGoing the extra mile or taking that extra service step simply means doing an unexpected pleasing favor with a smile, and making sure customers return.We have come a long way from where we started with customer service. We have now come to the generic term of ‘service’ around which I intend building my proposal of a different way to look at customer service as well as look at service itself as a customer service.Slide20
EvaluationTypically, I look for validity, accuracy and reliability in evaluations. However, these goals may require more time, people and money than the organization has. I am also looking for evaluation approaches that are practical and relevant.
Evaluating effectiveness here will involve the use of key performance measures -- measures you can see, e.g., faster and more reliable output from the training after the CSR
has been trained, higher ratings on employees' job satisfaction questionnaires from the trained supervisor, etc
.
Formative
Summative
Product/Service
Please complete an evaluation form and leave it with the trainer before you
leave.
THANK
YOU!Slide21
Other Training Success IndicatorsThis includes:
Tool
Success Indicators
Coverage
Number of training participants per session
The total number of training participants and distribution amongst CSR partners and external partners indicate interest in project’s results.
Quantitative report
>85% of total available places
Worldwide, general and specialized target
Assiduity of trainees
The assiduity of trainees indicates the perceived usefulness of training
Quantitative report
>80%of training hours
Worldwide, general and specialized target
Successful Completion of all phases
The successful completion of all training phases by the trainees indicates perceived usefulness of the training itself, of the trainers, and of the choice of target participants.
Quantitative report
Worldwide, general and specialized targetSlide22
ReferencesGilleylen, Shawn E., Success with Etiquette™ Training Program. (2007), Administrative Support Associates: http://www.successwithetiquette.comInstitute of Customer Services (Turban et al (2002): http://www.instituteofcustomerservice.com
Mackey, Customer Service Training and Proper Etiquette. Customer Service Training. Kansas City: LJoyce’s Coordinating and Consulting, 2008Moran Consulting, Inc. Retrieved From http://www.moraninc.com
Bersin, J. (2008). The training measurement book: Best practices, proven methodologies, and practical approaches. San Francisco, CA: Wiley & Sons, Inc.