PRINCIPLES OF CUSTOMER CARE TO CMT2b.ppt

Customer in clinical officers help them understand how to keep in touch with provision of health service to the client
Also help recognize the needs and wants of both internal and external customers
Therefore it is very essential to have this knowledge in advance for the effective privsion of health care services to clients of different needs

1. PRINCIPLES OF
CUSTOMER CARE

2. LEARNING OBJECTIVES
Explain principles of customer care
Explain techniques used in providing quality customer service
Outline the importance of first impression customer service
Explain the steps needed to begin problem solving in customer care

3. PRINCIPLES OF CUSTOMER CARE
•Speed
•Customers hate waiting for too long. This can help reduce customers’ boredom
•First response speed
•How quickly a customer receives a response. First response shows that the customer has
been noted
•Problem resolution time
•The higher the skills the short the time
•Employee empowerment in making decision saves time compared to the ones who are not
empowered since they will have to seek advice from the manager.

4. PRINCIPLES OF CUSTOMER CARE
•Accuracy
•Answers provided or service should be accurate. If not it will lead to
customer dissatisfaction
•Transparency
•Explain openly to the customer. Example how long it will take and why

5. PRINCIPLES OF CUSTOMER CARE
•Accessibility
•There should be a way on how customers will get in touch in case they face
problems. Means of communication should be friendly to all classes of customers.
•Empowerment
•Make customers feel in control. A well self service option is important since some
customers don’t like to be assisted in each step.
•Friendliness

6. PRINCIPLES OF CUSTOMER CARE
•Recognition
•Make the customers feel appreciated by responding to their contributions.
Example when a customer has brought a good suggestion.
•Responsibility
•Be responsible for the customers’ service and never blame the other part
because to customers your supplier, manufacturer and you are the same
person. Also every customer service representatives is one person to the
customer. You should be responsible of what your customers are doing.

7. PRINCIPLES OF CUSTOMER CARE
•Efficiency
•Provide best service but at considerable cost. Use the good service with low
cost because if you use high cost it may lead to loss hence poor service in the
long run.

8. TECHNIQUES USED IN PROVIDING
QUALITY CUSTOMER SERVICE.
•Engage in active listening
•Allow customers to speak without interruption and listen with both ears and
eyes
•Assurance of understanding
•A customer should be aware that you understand them. Asking questions
makes them feel that.

9. TECHNIQUES USED IN PROVIDING
QUALITY CUSTOMER SERVICE.
•Politeness
•Use the words like please and thank you. Ask and don’t demand
•Personalization
•Calling a customer by his/her name

10. TECHNIQUES USED IN PROVIDING
QUALITY CUSTOMER SERVICE.
•Explain
•Customers may sometimes demand things which are out of your policies and
procedures. Explain your company’s policies and procedure using a layman
language. Avoid technical terms.

11. IMPORTANCE OF FIRST IMPRESSION
CUSTOMER SERVICE
•First impression whether good or bad will determine the level of trust which
will be built by the customer. Good first impression will lead to the increase
in customers since the few first customers can be ambassadors to let others
know. Increase of customers will lead to increase in profit.

12. STEPS NEEDED TO BEGIN PROBLEM
SOLVING IN CUSTOMER SERVICE
•Understanding the customers point of view
•Listen actively to understand the problem. Avoid negative thinking it will
drive you away from customers.
•Identifying the problem
•Sometimes the customers are not able to explain exactly what is wrong. If
they have lost trust in your products or service make sure that you restore
their faith after know what the problem is. Make sure you know the number
of customers affected and the time when the problem started.

13. STEPS NEEDED TO BEGIN PROBLEM
SOLVING IN CUSTOMER SERVICE
•Find solution
•Find the solution which will suit your customers. If not able then provide
them with a suggestion.
•Fix the problem and follow up on solution
•Once customers have agreed to a solution you have to fix it. Make follow up
to the customers to check if your solution worked