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    Session 03 BP

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    This document provides an overview of customer service management. It discusses the importance of customer service and the skills required, including rapport building, interpersonal skills, listening skills, and handling difficult customers. It outlines the 5 dimensions of excellent customer service: professionalism, speedy responses, accurate information, genuine concern, and reliable follow-through. Maintaining a positive attitude is emphasized as key to providing good customer service. The objectives are to understand concepts of customer service and best practices for managing different customer personalities, communication styles, and listening styles.

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    Session 03 BP

    Uploaded by

    api-3719061
    49 views22 pages
    This document provides an overview of customer service management. It discusses the importance of customer service and the skills required, including rapport building, interpersonal skills, listening skills, and handling difficult customers. It outlines the 5 dimensions of excellent customer service: professionalism, speedy responses, accurate information, genuine concern, and reliable follow-through. Maintaining a positive attitude is emphasized as key to providing good customer service. The objectives are to understand concepts of customer service and best practices for managing different customer personalities, communication styles, and listening styles.

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    This document provides an overview of customer service management. It discusses the importance of customer service and the skills required, including rapport building, interpersonal skills, listening skills, and handling difficult customers. It outlines the 5 dimensions of excellent customer service: professionalism, speedy responses, accurate information, genuine concern, and reliable follow-through. Maintaining a positive attitude is emphasized as key to providing good customer service. The objectives are to understand concepts of customer service and best practices for managing different customer personalities, communication styles, and listening styles.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    49 views22 pages

    Session 03 BP

    Uploaded by

    api-3719061
    This document provides an overview of customer service management. It discusses the importance of customer service and the skills required, including rapport building, interpersonal skills, listening skills, and handling difficult customers. It outlines the 5 dimensions of excellent customer service: professionalism, speedy responses, accurate information, genuine concern, and reliable follow-through. Maintaining a positive attitude is emphasized as key to providing good customer service. The objectives are to understand concepts of customer service and best practices for managing different customer personalities, communication styles, and listening styles.

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    Module 1: Customer

    Relationship Management

    Nirupama Vaishnav Jina


    Training & Development
    IMA
    Session 3-Customer Service Management

    Learning Objectives
     Understanding what is customer service?
     What are the skills required to provide excellent service?
     What are the 5 dimensions to provide excellent service?
     Defining personality types of a customer and best practices to handle
    them
     Understanding different types of communication styles of customers
     Understanding different types of listening styles of customers
     Avoiding barriers for effective communication with the customers
     The keys to effective listening
    Satisfying customer is often
    more challenging

    Understanding customer needs image 6


    What is “customer service”?
    Customer Service is the ability
    to fill customer orders for
    production or services
    accurately and expeditiously,
    delivering them at the time
    and in the condition needed to
    meet customer requirements
    - at a price that is competitive
    or consistent with customer
    expectations.
    Why is Customer
    Service important?
     Customer expectations of service are not
    consistent.
     Expectations are influential.
    What are the skills
    required for managing
    customers and provide
    excellent service?
    Skills:
     Rapport Building
     Good Interpersonal Skills
     Effective Listening Skills
     Telephone Courtesy
     Handling Angry Customers
     Complaint Managing
    Rapport Building
    Why customers do not come back
     68% quit because of poor service
     14% are dissatisfied with the product
     9% leave for competitive reasons
     6% develop other relationships
     3% move away, discontinue business, etc

    Note: A recent Master Card survey showed that 62% of customers left a store
    without buying an item because a sales clerk wasn’t available.
    Good Interpersonal Skills

     The communication that takes place and results in


    a belief that the sender is genuinely concerned
    about the receiver’s needs.
    Effective Listening

     Offer feedback
     to prompt speaker to continue
     to summarize ‘to show” you were listening
     Block out barriers such as culture, education, and
    psychology.
     Practice, Practice, Practice
    Telephone courtesy

     Maintaining professionalism on the call


     With perfect voice quality
     Able to take call control
     Managing different types of customers and
    scenarios on the call
    Handling difficult customers & to
    manage complaint
     Empathize with your customer.
     State your company’s equal concern.
     Present a plan of action.
     Ask for your customer’s thoughts.
    How can one be
    prepared to better serve
    customers?

    A: Understanding the 5 dimensions


    of customer service
    5 Dimensions of Customer
    Service
    1. Professionalism
    2. Speedy Responses
    3. Accurate Information
    4. Genuine Concern
    5. Reliable Follow-through
    5 Dimensions

     Professionalism - use thank you and please, don’t


    use office-specific jargon or acronyms when
    communicating
     Speedy Responses - predict follow-up time, don’t
    pad conversation with idle chatter with any kind of
    transactions committed to the customer
    5 Dimensions (Con’t)

     Accurate Information - use easy-to understand


    examples, don’t blame others, don’t use outdated
    information
     Genuine Concern - use empathy, don’t judge
    customer’s feelings, don’t let one negative call
    “bleed” into another
     Reliable Follow-up - responsibility to carry out
    promised action
    Positive Attitude

    The Engine that drives


    excellent service
    forward.

    The key ingredient in providing the


    5 Dimensions of Customer Service.
    Advantages of a Positive Attitude
    1. Creates goodwill with caller
    2. Reduces the potential for irritating the
    customers
    3. Lessens stress for you
    4. Helps you enjoy your job more
    5. Creates a more productive work environment

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