What is the definition of customer service What are the principles of good customer service Who are our customers What do our customers need What is positive communication According to the dictionary customer service is the assistance that a company provides to individuals ID: 760376
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Slide1
Customer Service
Slide2Objectives
What is the definition of customer service?
What are the principles of good customer service?
Who are our customers?
What do our customers need?
What is positive communication?
Slide3According to the dictionary, customer service is “the assistance that a company provides to individuals who buy or use its products or services"
What is customer service?
Slide4There are a variety of definitions for good customer serviceIs good customer service measured by how happy customers are when they leave? Is it measured by the receipt of services needed? Is it measured by positive feedback from customers?
What is good customer service?
Slide5Think for a moment that you are interviewing for a Customer Service Representative position and are asked, “what is good customer service? ”What would you say in response to this question? Would you think back on a positive experience and try to define or describe it?
What is good customer service?
Slide6Good customer service is engaging each customer in a manner that Meets the customer’s needs to the best of the company’s abilities Is engaging and thoughtful
What is good customer service?
The customer leaves happy
The customer is willing to tell others about his/her positive experience
The customer is willing to return
Slide7Ten principles of positive customer service
Remember that customers are the focus of our business
Principle 1
Slide8Ten principles of positive customer service
Our customers areVery important to our companyNot just a statistic but people with unique needs just like you and meNot dependent on us. We are dependent on themNot an interruption to our work, but the purpose of our work
Principle 1
Slide9Ten principles of positive customer service
Know who your customers are
Principle 2
Slide10Ten principles of positive customer service
Our customers areJob seekers who are looking for work for the very first timeJob seekers who are or have been working but now want a careerJob seekers who are changing careersSome because they want toSome because they have toJob seekers who are trying to advance
Principle 2
Slide11Ten principles of positive customer service
Our customers will need help Conducting an effective job searchLearning how to complete an applicationLearning what to say (and not to say) during an interviewUnderstanding Labor Market InformationWhat jobs are available in the communityThe education requirements of specific jobsWhat jobs have a bright future or are expected to hire in the coming years
Principle 2
Slide12Ten principles of positive customer service
Are job seekers our only customers?
Slide13Ten principles of positive customer service
No, we have a variety of customersWho else do we serve through the workforce system? Employers or businessesCommunity partners, such as agencies and other not-for-profit companiesSchools and collegesCoworkers
Principle 2
Slide14Ten principles of positive customer service
Appear friendly
Principle 3
Slide15Ten principles of positive customer service
Accept that not everyone will want what you have to offer
Principle 4
Slide16Ten principles of positive customer service
Be courteous
Principle 5
Slide17Ten principles of positive customer service
What are some ways that you can be courteous to your customers? Greet your customers with a smileUse the customer’s name and give your name as wellDo not answer the phone while talking to a customerDo not eat or drink while meeting with a customerListen and make sure that you are responding to a customer’s needs
Principle 5
Slide18Ten principles of positive customer service
Use positive communication skills
Principle 6
Slide19Ten principles of positive customer service
Whether you are on the phone or meeting customers face-to-face, make sure that you Greet customers with a smileYes, customers on the phone can tell when you are smilingMake sure that you speak clearly and face customers when talking to themWhen on the phone, do not mumble or turn away from the phone or headsetUse everyday, customer-friendly language
Principle 6
Slide20Ten principles of positive customer service
What are ways that you can show you are listening and paying attention? Use open and engaged body languageMake sure that you are not trying to figure out what to say next while the person is talking. Listen to what customers have to say and then respondDo not interrupt customers when they are speaking. Let them make their pointAs you are listening, show that you are engaged through positive reactions
Principle 6
Slide21Ten principles of positive customer service
Stay free of distractionsPositive communicators are not worried about everything they have to do before the end of the day or working on other tasks during phone or in-person meetings. They are paying attention to the customerBelieve it or not, your customer knows if you are paying attention
Principle 6
Slide22Ten principles of positive customer service
In today’s workplace, we have to talk with customers by voicemail, text and other media (like Twitter). We will discuss how to leave voice mails and texts for customers using positive communication techniquesBe careful when conveying a message by voicemail and textA good rule to work by is to think, “what would happen if someone heard or read this message? ”
Principle 6
Slide23Ten principles of positive customer service
When leaving a voicemail messageDo not disclose any confidential or personal informationLeave emotion out of itKeep your messagesShortConciseClear Dated
Principle 6
Slide24Ten principles of positive customer service
When textingDo not disclose any confidential or personal informationLeave emotion out of itKeep your messagesShortConciseClear Dated
Principle 6
Slide25An example of a negative text message I cannot believe you missed your appointment with me today. If you do not call me by 5:00 PM, I am going to stop your benefits, and you cannot get any more services!
An example of a positive text messageSorry I missed you today at our 1:00 PM appointment. Please call me at XXX-XXXX before 5:00 PM. Thanks, Professional
Ten principles of positive customer service
Slide26Ten principles of positive customer service
Something to think aboutMake sure that your voicemail greeting is professional and conveys a message of respect and considerationMake sure the tone of your greeting conveys a positive customer service messageEnsure that you update your greeting to reflect when you will be out of the office
Principle 6
Slide27Ten principles of positive customer service
Give notice to waiting customers that you will be right with them
Principle 7
Slide28Ten principles of positive customer service
What happens if you are serving customers on the phone and are managing multiple calls? Engaging customers via the phone means effectively placing callers on “hold"Ask the customer, “would you prefer to be placed on hold or shall I call you back? ”If you are going to leave the “conversation“ to check on another customer, excuse yourself and place the customer on hold
Principle 7
Slide29Ten principles of positive customer service
What steps do you need to take if you are transferring a call? Tell the customer why you are transferring him/herLet the caller know who you are transferring him/her toGive the customer a direct phone number of the staff member you are transferring him/her to in case he/she gets cut off
Principle 7
Slide30Ten principles of positive customer service
Go the extra mile
Principle 8
Slide31Ten principles of positive customer service
Do not make promises unless you plan on keeping them
Principle 9
Slide32Ten principles of positive customer service
It is important to be on time for appointmentsWhat happens if your customers are late? What happens if you are late?
Principle 9
Slide33Ten principles of positive customer service
Constantly look for ways that you can improve
Principle 10
Slide34Ten principles of positive customer service
Some customers will not be comfortable telling you about the services they received or how they feel they were treatedStaff simply cannot ask all of the customers who come to the One-Stop Career Center how they feel about their engagementTherefore, regional workforce boards conduct more formal surveys to gain information about service delivery and customer satisfaction
Principle 10
Slide35Multiple ChoiceQuiz
What is principle number one of “good customer service”?
The customer is always right
The customer is the focus of our business
The customers will tell us how they feel
The customer gets all of our attention
Slide36Multiple ChoiceQuiz
Who are our customers?
Job seekers who are getting a job for the first time
Job seekers who are working but want a career
Job seekers who are changing careers
All of the above
Slide37Multiple ChoiceQuiz
Whether you are on the phone or meeting with a customer face-to-face, make sure that you are:
Greeting the customer with a smile
Sitting up straight or standing balanced on both legs
Listening without interrupting
All of the above
Slide38A ) Be emotion-freeC) Be shortE) Be concise B) Be ClearD) Be datedF) Disclose personal information
Multiple ChoiceQuiz
When communicating with your customers through social media, leaving a phone message or by text message, you messages should:
(Select all that apply)
Slide39