LDQ training material handout CS managing customer service

• Understanding Quality Service and Service Culture • Key skills fro Quality Customer Service • Addressing Customer Different Behavior Style • Steps to Resolve Service Breakdown... Two

Managing Customer

Service

Learning Facilitator: Le Duy Quang

• Understanding Quality Service and Service

Culture

• Key skills fro Quality Customer Service

• Addressing Customer Different Behavior Style

• Steps to Resolve Service Breakdown

Service Winners……

Those with a positive attitude and cheerful outlook

Those who genuinely enjoy working with and for other

people

Those with the ability to put the customer on “center stage”

Those who can allow customers to be right (even on the

occasions when they are not)

Those who view their job primarily as a human relations

profession

Service is…

• Customer in a restaurant want more than a

meal

• Guests in hotels want more than a room

• Client in a transaction want more than a

settlement

• Customer want more that just the product or service that is offered – they also want to be treated well

Two Dimensions of Service

SERVICE

The procedural dimension

Consist of the established systems and procedures to deliver products and/ or services

The personal dimension

How service providers (using their attitudes, behaviors, and verbal skills) interact with customersSERVICE

Two dimensions of Service

The Factory

Good in procedural service, bad in personal service Motto: `` You are number We are here to process you’’

The Freezer

Low in both personal and

procedural service Motto:

``We don’t care’’

Quality Customer Service

Excellent in both the procedural dimensions Motto: `` We care and

we deliver’’

The Friendly Zoo

Bad in procedural service, good in

personal service Motto: `` We are

trying hard, but don’t really know

we are doing’’

Key Elements of Quality Service

Key Elements of Quality Service

Five Elements of Quality Service

Five Elements of Quality Service

• The ability to provide what was promised , dependably and accurately

• Action strategy : make sure that you correctly identify customer needs, promise only what you can deliver , and follow through to ensure that the product or service was received as promisedReliability

Five Elements of Quality Service

• The knowledge and courtesy

of employees, and their ability

to convey trust and confidence

• Action strategy : take the time

to serve customers one at a time Provide service

assertively by using positive communication techniques and describing products and services accurately

Assurance

Five Elements of Quality Service

• The physical facilities and equipment and the

appearance of personnel

• Action Strategy : maintain workplaces in a neat, orderly manner, dress professionally, and maintain excellent

grooming and hygiene standards

Tangible

Five Elements of Quality Service

• The degree of caring and individual attention provided

to customers

• Action strategy : listen for emotions in your customers messages Put yourself in their place and respond

compassionately by offering service to address their needs and concerns

Empathy

Five Elements of Quality Service

• The willingness to help customers and provide prompt services

• Action strategy : project a positive, can-do attitude Take immediate steps to help customers and satisfy needs

Responsiveness

Service Culture Components

Employee roles and expectations

Policies and procedures

Management Support

Products and services Service mission

Service Culture Components

The direct or vision of an organization that supports day-to-day interaction with the customers

The material, products, and services that are state of the art, competitively priced, and meet the needs of the

customers

Products

and services

Service mission

Service Culture Components

The way organization deliver its products and services

Instruction or information provided through a variety

of techniques that teach knowledge or skills, or attempt to influence employee attitude toward excellent service delivery

Monetary rewards, material items, of feedback that prompts employees to continue to deliver service and perform at a high level of effectiveness and efficiency

Delivery system

Training

Motivators and

reward

Service Culture Components…

The specific measures that indicates what is expected

of employees in customer interactions and that define how employee service performance will be evaluated

The guidelines that establish how various situations

of transactions will be handled

The availability of management to answer questions and assist frontline employees in customer

interaction when necessary

Employee roles and

Key Elements of Quality Customer

Service

What You Should know?

Know your Organization

Know your Products/ Service

Know your Customers

Customer

Service Person

Know Your Organization

• Know your

Organization

• Organization mission and vision

• Organization culture

• Customer interaction policy ad procedures

• Company support for product/ service

Know your

• Organization culture

• Customer interaction policy ad procedures

• Company support for product/ service

• Know Your

Product/Service

• Product/service development and quality improvement process

• Product/Service configuration

• Performance data and specification

• Maintenance and care

Developing Excellent Communication with Customer

Excellent Verbal communication with

customers

Communicatin

g Positively…

• Plan your messages

• Greet customer warmly and sincerely

• Be specific

• Use “small talk “

• Use simple language

• Paraphrase

Excellent Verbal communication with

customers

Communicating

Positively …

• Ask positively phrased question

( Instead, ‘’Why do you feel

that way’’, use: What makes you feel that way? Instead, Why do you want that color, use: What other colors have you considered?)

• Communicate to your customer’s style

• Agree with customers

• Solicit customer feedback and

Excellent Verbal communication with

I understand how you feel

You’re right

May I Would you mind…

Communicating

Positively…

Excellent Verbal communication with

Why don’t you The word “problem”

Excellent Verbal communication with

Non verbal-communication with customers

Non verbal Behavior

Body language

Volume cues

Appearance and

Grooming Miscellaneous

Cues

Non verbal-communication with customers

Body Language Volume Cue

Non verbal-communication with customers

Appearance and

• Hygiene (regular washing and

combing of hair, use mouthwash and

deodorant)

• Clothing and

• Personal habits

• Proper etiquette and manners

Positive and Negative Communication Behavior

• Brief eye contact

• Eyes wide open

• Smiling

• Nodding affirmatively

• Expresses body gestures

• Open body stance

• Listening actively

• Remaining silent as customer

speaks

• Gesturing with open hand

• Clean , organize work area

• Subdued or minimal hand gestures

• Staring blankly or coolly at customers

Characteristics of Good Listener

Strategies for Improved Listening

To listen more effectively…

• Attend Physically –the right language helps us to focus

on the customer and encourages the customer to give

us more information

• Attend mentally – follow the customer’s flow of

thought, listen to understand, not evaluate; listen first, then assess

• Check it verbally –paraphrase, clarify, probe further, summarize your understanding

Dealing assertively with customers

• Look customers in the eyes as you speak

• Grasp firmly without crushing

• Think, plan, speak a specific question

• Stop , gather thoughts, speak

• Apologize if you make a mistake

• Increase volume, sound firm and convincing

• Take responsibility, resolve the problem

Customer Focused behavior

Customer

Focused

Behavior

• Act promptly

• Guide rather than direct

• Don’t rush customer

• Offer assistance

• Don’t keep customer waiting

• Avoid unprofessional actions

Addressing Customer Needs and Behavior Style

Addressing Customer Needs

To feel welcome To feel appreciated

Addressing Customer Needs

To feel welcome Use an enthusiastic greeting, smile, use the customer’s name, thank the

Addressing Customer Needs

To feel appreciated thank you the customer, follow up, go beyond service expectations, provide “special” offers, remember special details about the customers

Use the customer’s name, give special treatment when possible, elicit opinions

Listen, don’t interrupt, acknowledge the customer’s emotions and concerns, take time to serve, ask advice elicit feedback

To feel welcome

To be understood

To feel

comfortable

Four Style of Behavior

Dominance

Influencing

Steadiness

Compliance

Four Styles of Behavior

Dominance

Influencing

• Appearance to be quite busy

• May give the impression of not listening

• Displays a serious attitude

• Voices strong opinions

• Appears quite active

• Takes social initiatives in most cases

• Likes to encourage informality

• Expresses emotional opinions(feelings)

Four Styles of Behavior

Steadiness

Compliance

• Give the appearance of being quite and reserved

• Listed attentively to other people

• Tend to avoid the use of power

• Make decisions in a thoughtful and deliberate manner

• Control emotional expressions

• Displays a preference for orderliness

• Tends to express measured opinions

• Sees difficult to get to know

Strategies to Deal with Dominance person

• Give them the time to comprehend your explanation/response Patience is important

Strategies to Deal with Steadiness person

• Never pressure the compliance person

to make quick decisions

Strategies to Deal with Compliance person

Resolving Service

Breakdown

Service Breakdown

Service breakdowns occur whenever any

products or service fail to meet the

customer’s expectations

Service Recovery Strategy

Express respect Listen to Understand Uncover the expectations

Outline the solutions

Take action and follow through

Double check for satisfactions

Service Recovery Strategy

Express respect Listen to Understand Uncover the expectations

“What you are

happened”

“Will you please tell me what you feel need to be done?”

Service Recovery Strategy

Outline the

solutions

Take action and follow through

Double check for satisfactions

“I will take this

“I am following

up to make sure your check

arrived”

Roadblock to Service Recovery

• Not listening

• Lack of respect

• Inadequate materials or supporting equipment

• Poor or inadequate communication

• Lack of training

• Work conflict

Dealing with Difficult People

• Don’t take it personally

• Remain calm, listen carefully

• Focus on the problem, not the person

• Reward yourself for turning a difficult

customer into a happy one

• When all else fail, ask for help

Thank You