Customer Emlpoyee Relation (2)

7/31/2019 Customer Emlpoyee Relation (2)

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UNDERSTANDING

CUSTOMER CARE IN SHRI


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Learning Objectives

Monday, August 06, 2012UNDERSTANDING CUSTOMER CARE IN SHRI

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Understanding the service and itscharacteristics

Understanding the customers in SHRI

Enhancing the customer and staff relationshipin SHRI

Motivational amenities' of staff nurses inSHRI


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Understanding the service and its characteristics

An activity or benefit that one party can offer that is intangible


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Five Elements of Quality Service


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Reliability

Assurance

Tangible

Empathy Responsiveness


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Reliability:

The ability to provide what was promised,

dependably and accurately Action strategy : make sure that you correctly

identify customer needs, promise only what you candeliver, and follow through to ensure that the

product or service was received as promised


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Assurance:

The knowledge and courtesy of employees, and theirability to convey trust and confidence

Action strategy : take the time to serve customersone at a time. Provide service assertively by usingpositive communication techniques and describingproducts and services accurately


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Tangible:

The physical facilities and equipment and theappearance of personnel

Action strategy : maintain workspaces in a neat,orderly manner, dress professionally, and maintainexcellent grooming and hygiene standards


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Empathy:

The degree of caring and individual attentionprovided to customers

Action strategy : listen for emotions in yourcustomers messages. Put yourself in their place andrespond compassionately by offering service toaddress their needs and concerns


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Responsiveness:

The willingness to help customers and provideprompt services

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


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Characteristics of services


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Intangibility

Heterogeneity

Consumption and production takes simultaneously

Non inventoried


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Understanding the customers in SHRI


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Understanding the demographic profile of thecustomer who came to SHRI,

Understanding the customer thoroughly,

Understanding the perception of the customer, Equating the customer expectation and capabilities

of SHRI.


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Key Skills for Quality Customer Service

Addressing Customer Different Behavior Style

Steps to Resolve Service Breakdown

Enhancing the customer and staff relationshipin SHRI


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SERVICE WINNERS..


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Those with a positive attitude and a cheerful outlook

Those who can allow customers to be right (even onthe occasions when they are not)

Those who genuinely enjoy working with and for other people

Those with the ability to put the customer on centerstage

Those who view their job primarily as a humanrelations profession


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Service is.


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Customers 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 servicethat is offered they also want to be treated well


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Intangibles deal with the human side of anorganization

They include human emotions, behaviors,understandings, feelings and perceptions


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Service is Intangible


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Examples of customer service customerservice intangible :

Satisfaction

Attentiveness

Flow

Helpfulness

Sensitivity

Tone

AttitudeKnowledgeUnderstandingTactGuidance


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What You Should Know?


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Know Your Organization:

Organization mission and vision

Organization culture

Customer interaction policy and procedures Company support for product/service

Know Your Customer


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Know Your Product/Service:

Product /service development and qualityimprovement process

Product/service configuration Performance data and specification

Maintenance and care

Price and delivery


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Know Your CUSTOMERS:

Customer Needs

Customer Concerns

Customer Personality

D l i E ll C i i i h


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Developing Excellent Communication withCustomers


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Communicating positively..

Plan your message

Greet customer warmly and sincerely

Be specific Use small talk

Use simple language

Paraphrase

D l i E ll t C i ti ith


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Communicating positively..

Ask positively phrased question (Instead, Why do

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

Communicate to your customers style

Agree with customers

Solicit customer feedback and participation

D l i E ll t C i ti ith


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Communicating positively..Words and phrases that build relationship: Please Thank you

I can or will How may I help? I understand how you feel Youre right

May I Would you mind.. I apologize for


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Avoiding negative communication..Words and phrases that damage relationship:

You dont understand

You dont see my point

Hold on a second Our policy says (or prohibits)

Thats not my responsibility

What you need to do is..

Why dont you The word problem

The word but

The word no

E ll t VERBAL C i ti ith


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Excellent VERBAL Communication withCustomers


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Six C of giving good information to customersto customers:

Clear

ConciseCorrect

Complete

Courteous

Concrete


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Non Verbal Communication with Customers


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Body language:

Eye contact

Posture

Facial expression Gestures


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Volume Cue:

Pitch

Volume

Rate of speech Voice quality

Articulation

Pauses Silence


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Appearance and Grooming:

Hygiene (regular washing and combing of hair, useof mouthwash and deodorant)

Clothing and accessories


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Miscellaneous cues:

Personal habits

Proper etiquette and manners


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Positive and Negative CommunicationBehavior


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Positive: Brief eye contact Eyes wide open Smiling

Nodding affirmatively Expressive body gestures Open body stance Listening actively

Remaining silent as customer speaks Gesturing with open hand Clean, organize work area


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Positive and Negative CommunicationBehavior


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Negative : Yawning

Frowning or sneering

Attending to matters other than the customer Leaning away from customers as he/she speaks

Subdued or Minimal hand gestures

Staring blankly or coolly at customers

Interrupting Pointing finger or object at customer

Disorganized, cluttered workspace


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Characteristics of Good Listener


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1. Empathy

2. Understanding

3. Patience

4. Attentiveness and5. Objectivity


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Dealing Assertively with Customers


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Look customers in the eyes as you speak

Grasp firmly without crushing

Think, plan, speak a specific

Stop, gather thoughts, speak Apologize if you make a mistake

Increase volume, sound firm and convincing

Take responsibility, resolve the problem


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Addressing Customer Needs


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Thank the customer, follow up, go beyond serviceexpectations, provide special offers, rememberspecial details about the customer

Use the customers name, give special treatmentwhen possible, elicit opinions

Listen, dont interrupt, acknowledge the customersemotions and concerns, take time to serve, ask

advice, elicit feedback


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Dealing with Difficult People


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Dont 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


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Monday August 06 2012UNDERSTANDING CUSTOMER CARE IN SHRI

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Customer Emlpoyee Relation (2)

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