Customer Service Agenda: Understanding Your

Transcript:Customer Service Agenda: Understanding Your:
Customer Service Agenda: Understanding Your Current Situation Service Guidelines * Definition * Identify your customer * Qualities * Clarify expectations * Benefits Ideas, Concepts and Tools for change 1 Current Service Situation What does ISU, as an employer, currently expect of you? Compliance? Policy? Rules? Guidelines? What does your customer expect of you? Are you meeting these expectations? Are you actively working to improve? Are these expectations changing? Are you adapting to these changes? Companies with strong service standards have employee loyalty, low employee turnover, and low productivity costs. 2 Service Guidelines How do you Define Customer Service? There isn't a right or a wrong definition. A large part of how you define it will determine what good customer service means to you. Examples 3 Service Definition Examples Customer service is the process of ensuring customer satisfaction with a product or service. Service that treats customers with a friendly attitude and tries to resolve their problem or question as efficiently as possible. Service is defined as meeting or exceeding the expectations of a customer. Customer Service is performing to the highest standards and measures, especially with consideration to quality metrics. 4 Qualities of Great Customer Service greeting the customer (either by phone or in person) questioning to understand the customer’s need or problem listening, confirming understanding responding with value using positive language eliminating jargon concluding the interaction dealing with angry customers importance of body language and tone of voice 5 Some Benefits of Great Customer Service Good listening skills and questioning techniques can shorten the interaction time with customers. This allows an organization to serve more customers in less time. However, customers do not want to feel rushed, when they have questions. Be proactive and make sure every consumer feels they are being heard and not just "listened" to. Being able to clearly explain the next step in a process and confirming that the customer is satisfied, will decrease the number of callbacks and return customers. Improving "first contact" resolution is one of the primary drivers of customer satisfaction. 6 Some Benefits of Great Customer Service Training all employees using consistent customer service skills, allows them to have a common process and language when assisting customers. This allows the business to brand their interaction of excellent service to the customer, which adds value to the business. Investing in employee training gives employees a feeling of value and improves morale. In