CUSTOMER SERVICE SLIDES. for customer service trianing for business owners

customer service slides

1. Centre For Entrepreneurship Development And Innovation Hub Presents BECOMING CUSTOMER FOCUSED 2024

2. Table Of Content

3. Course Topics Who is a customer? What is customer service? How do we retain best workers What customers want and meeting their requirement Providing customer support / Keeping Customers informed Promoting a customer-first attitude Communicating clearly Looking after your customers and keeping them happy Handling customer complaint Dealing with angry customers Handling change effectively Building a customer relationship Building A Cyber Relationship Assessing customer – first skills

4. Introduction Today’s customers expect first-class services, if they sense that you are not putting them first, they will be disappointed. Customer loyalty and satisfaction are becoming more difficult, and more important to maintain in today’s competitive business word. This course emphasizes the role that each person plays towards good customer relationship within an organisation or business sector.

5. Objectives By the end of the programme participants should be able to: Acquire/enhance on the skills of creating and keeping customer. To keep pace with customers’ changing needs Communicate effectively with customers. To win back dissatisfied customers. Provide customer support services. Handle customer complaint. Develop a Customer-First Culture

6. Course Aim Deliver excellent customer service .

7. Who is a Customer?

8. Some steps in Customer Service Think of customers as individuals, even if they are a large organization Analyze all activities from the customer’s point of view. Every time you meet customers make a point of talking about their future requirements. Make a list of your top ten customers and talk to them frequently. Make sure your team knows who their best customer is. Help your customers succeed and you will also succeed. Always ask your customer how their business is progressing

9. How to retain best workers

10. WHAT CUSTOMERS WANT AND MEETING THEIR REQUIREMENTS

11. PROVIDING CUSTOMER SUPPORT/KEEPING CUSTOMERS INFORMED

12. PROMOTING A CUSTOMER-FIRST ATTITUDE

13. COMMUNICATING CLEARLY Oral communication is the life-blood of our personal and business lives. This has to do with listening and speaking at the same time.

14. Listening When listening to customers bear in mind the following points Establish eye contact. This shows that you are listening. Question in a genuine attempt to understand the situation. Beware of destruction and try not to be affected by what is happening around you. Give feedback verbally or non-verbally e.g. nodding or smiling to let the speaker know that you are following what is being said. Ask probing questions to pinpoint whether there has been any misunderstanding that can be easily resolved. Be open-minded, that is to hear what is being said, not what you would like to hear. Appreciate the speaker’s point of view.

15. Hear / Hearing According to Oxford Advance Learners Dictionary - to hear means to be aware of sounds with your ears .

16. Speaking Use clear and simple language. You should know when you have said enough and stop on a positive note. Avoid mannerisms in your speech in “ums,” ‘ ers ,” “know what”, “I mean”, “kind of”, “sort of’ etc. Full completion of word’s beginnings and endings – make sure your vowels are well rounded and not swallowed and consonants not being clipped . Know when to emphasis key words and phrases and when to lift and drop your voice to provide contrast and colour to the massage. While speaking monitor constantly the feedback you receive by watching and hearing.

17. Telephone Technique

18. Telephone Technique continuation If the caller wants to speak to somebody who is not immediately available, ask whether the caller would like to: *speak to someone else *be rung later *ring again later *leave a message Avoid lengthy conversations on the telephone. In as much as possible, do not bang the receiver after your conversation. Before you talk to a customer write down your questions and get your pen and paper ready to write sown important points made.

19. LOOKING AFTER CUSTOMERS AND KEEPING THEM HAPPY Treat customers with respect Show empathy – treat them as you would like to be treated. Make it your business to know your customers business. Repeat customers demand to prevent misunderstanding. Admit and apologies for mistakes when you make them involve customers in finding solutions i.e. another appointment refund). Politely suggest ways to prevent future recurrence of mistakes.

20. Continuation Smile and greet customers in a friendly manner. Show interest and familiarity by addressing by their names when talking to them. Introduce new employees to customer as early as possible. Keep customers informed when there is a change. Be honest and sincere to them. Be committed to the work you are doing Always thank your customers for doing business with you.

21. Handling Customer Complaint To benefit from complaints, you should have a mechanism for handling them effectively. The elements of successful complaint handling are: Listen Ensure that you understand the complaint fully. Thank the customer for pointing out the problem. Apologies. Be sincere and clear in your apology but do not make the mistake of overdoing it. Let them know that you intend to do something about it. Let them know how long it will take. Give them some idea of what the outcome will be if you can. Do whatever is necessary to deal with the complaint. Be as quick as possible but do not compound the error, with another error through too much haste.

22. Dealing with an Angry Customer Start by apologising that your customer feels the need to complain. Listen carefully to complaints and take down notes. Be tolerant and make a conscious effort to be friendly. Allow the customer to let off some steam. Do not accuse the customer with statements such as “You are wrong” or “You did not read the instructions well”. Propose and agree on a solution that is acceptable to the customer. Be diplomatic in whatever you say to the customer. Try to find a solution immediately within your authority or refer a customer to a superior. Check that the customer is satisfied and ask whether there is anything more you can do for him. Ensure that your customer continues to benefit from your service. Say thank you for understanding.

23. Handling Change Effectively

24. Building a good Customer Relationship Be neat, smart, and cooperative. Greet everybody with a smile. Have the desire to help people. Enjoy interacting with many different people. Try to be helpful, calm, and courteous even when under pressure. Be practical and realistic – don’t get emotional and overreact before a customer. Accept that your customer is the most important person and be in a supporting capacity. Be prepared to anticipate problems and come up with a suitable solution to customer problems. Listen to the customer and give him what he needs. Be careful about body language in all situations let it be consistent with verbal communication. Keep your sense of humor – and deep it for the right occasions

25. Building a Cyber Relationship The internet can be used to help you get closer to your customers and provide a better service than that of your competitors. As several organizations go on-line, it is important to stay ahead of the competition.

26. Things to do Create a website. Make sure the site is fast-loading to avoid frustrations. Help customers to know that they can place order online and help them to use it Review with customers how the technology can improve customer satisfaction Provide a helpline for all customers. Check your mails at least two times a day Learn from the way other people use the internet Help customers to feel comfortable with the new technology by offering support to enable them to make the change over when it becomes necessary.

27. Assessing your Customer- First Skill Create an evaluation form to assess your customer-first environment.

28. END OF PRESENTATION THANK YOU .