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Customer Service By David Obiora Customer Service By David Obiora

Customer Service By David Obiora - PowerPoint Presentation

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Customer Service By David Obiora - PPT Presentation

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

customer training customers service training customer service customers people target message session quantitative www http participants trained product difficult

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Slide1

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 CustomerSlide16
Slide17

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.