Customer Service-Subroto Ghosh

8/9/2019 Customer Service-Subroto Ghosh

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Management Learning

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Subroto Ghosh

Presented by


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What is customer service?What is customer service?


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Management Learning

Series Vol # 02Lets defineLets define

Customer Service is the ability to fill customerorders for production or services accurately andexpeditiously, delivering them at the time and in

the condition needed to meet customerrequirements - at a price that is competitive orconsistent with customer expectations.


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Why is Customer

Service important?


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Customer expectations of service are notconsistent.

Expectations are influential.


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Management Learning

Series Vol # 02Customer ServiceCustomer Service

Rapport Building

Good Interpersonal Skills

Effective Listening Skills

Telephone Courtesy

Handling Angry Customers

Complaint Managing


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Management Learning

Series Vol # 02RapportRapport BuildingBuilding

Why Customer don't come back

68% quit because of poor service

14% are dissatisfied with the product9% leave for competitive reasons

6% develop other relationships

3% move away, discontinue business, etc


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Management Learning

Series Vol # 02Rapport BuildingRapport Building

A recent Master Card survey showed that62% of customers left a store withoutbuying an item because a sales clerk

wasnt available.


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Management Learning

Series Vol # 02Effective ListeningEffective 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


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Management Learning

Series Vol # 02Telephone CourtesyTelephone Courtesy

Voice pitch

wimpy voice = pushover

cute, soft, or adorable voice = negative

a kind, warm but firm voice = positive


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Management Learning

Series Vol # 02Telephone CourtesyTelephone Courtesy

Volume

Too fast or too slow

Too loud or too soft


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Management Learning

Series Vol # 02TelephoneTelephone CourtesyCourtesy

Whatcha

Ishegonnaget

IdinitJevver

Zat

Ya/YallKin

Git

What are you

Is she going to get it

Isnt it

Did you ever

Is that

You

Can

Get


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Management Learning

Series Vol # 02EMPATHYEMPATHY

To understand or identify another's situation.


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Management Learning

Series Vol # 02Examples of EmpathyExamples of Empathy

You sound pretty disappointed with theinformation I just told you.

When you feel youve been given therunaround, I can understand

Brainstorm some more examples of empathystatements!


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Management Learning

Series Vol # 02AcknowledgementAcknowledgement

Recognizing the validity of the customersposition from their point of view. Translate.


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Management Learning

Series Vol # 02Examples of AcknowledgementExamples of Acknowledgement

your reluctance to talk with me instead of asupervisor.

Before we give up on your request for a larger

budget,

Brainstorm for more examples ofacknowledgement statements!


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Management Learning

Series Vol # 02ReassuranceReassurance

Restoring the customers confidence in you.


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Management Learning

Series Vol # 02Examples of ReassuranceExamples of Reassurance

I want to be sure there is nothing I am awareof thats changed.

If youll give me just a few minutes, I think

youll find between the two of us we can workout a satisfactory solution without taking upeven more of your time by starting all over withsomebody new.

Brainstorm for more examples of reassurancestatements!


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Management Learning

Series Vol # 02ActionAction

Do it!! Tell the customer what you plan to doand how you plan to do it.


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Management Learning

Series Vol # 02Examples of Action StatementsExamples of Action Statements

Now I am going to run through it again as youexplained it to me. Stop me if I do not have itright.

Let me get my manager in on our conversationand listen to his ideas about your alternatemethod for the project.

Brainstorm for more examples of Action

statements!


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What are the steps to handle anangry customer or manage a

complaint???


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Empathy

Acknowledgement

Reassurance

Action


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Management Learning

Series Vol # 02GROUP EXERCISEGROUP EXERCISE

Get in groups ofthree. Read through thescenario assigned to you. Write your responseto the approaching customer using what youhave just learned. Your response may be a fewsentences.


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Management Learning

Series Vol # 02SituationSituation

Your customer complains of repeated equipmentfailure. He worries about equipment reliabilityand the possibility of latent defects.


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Management Learning

Series Vol # 02What you say:What you say:

Mr. Customer, I can understand how concernedyou must be that what has already happenedseveral times will continue. I, too, would wantto know what to do to guard against possiblefuture failures.

Were concerned about the trouble you had withthe installed equipment. Wed like to work with

you to determine whats going on. Heres howwe may be able to help.


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Management Learning

Series Vol # 02Remember the key elements:Remember the key elements:

Empathize with your customer.

State your companys equal concern.

Present a plan of action.

Ask for your customers thoughts.


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Customer Service-Subroto Ghosh

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