The document discusses key aspects of quality customer service including understanding service culture, developing communication skills, addressing different customer needs and behaviors, and resolving service issues. It emphasizes the importance of knowing your organization, products, and customers; communicating effectively through both verbal and nonverbal means; listening to understand different customer styles; and taking responsibility to resolve problems in a respectful manner. Quality service requires excellence in both personal interactions and established procedures.

1. Managing Customer Service

3. Those with a positive attitude and a cheerful outlook Those who can allow customers to be right (even on the occasions when they are not) Those who genuinely enjoy working with and for other people Those with the ability to put the customer on “center stage” Those who view their job primarily as a human relations profession Service Winners…..

5. Service is Intangible Service is intangible Intangibles deal with the human side of an organization They include human emotions, behaviors, understandings, feelings, and perceptions

7. Service The procedural dimension Consist of the established systems and procedures to deliver products and/or services The personal dimension How service providers (using their attitudes, behaviors, and verbal skills) interact with customers Two Dimensions of Service

8. Two Dimensions of Service The Freezer Low in both personal and procedural service. Motto : “We don’t care” The Friendly Zoo Bad in procedural service, good in personal service. Motto : “We are trying hard, but don’t really know what we are doing” The Factory Good in procedural service, bad in personal service. Motto : “You are number. We are here to process you” Quality Customer Service Excellent in both the personal and procedural dimensions. Motto : ‘We care and we deliver”

9. Key Elements of Quality Service

10. Assurance Five Elements of Quality Service Tangible Empathy Responsiveness Reliability

16. Service Culture Components Delivery System Training Motivators and reward Employee roles and expectations Policies and procedures Management support Service mission SERVICE CULTURE Products and services

17. Service Culture Components Service mission Products and services The direction or vision of an organization that supports day-to-day interaction with the customer The material, products, and services that are state of the art, competitively priced, and meet the needs of customers

18. Service Culture Components Delivery System Training Motivators and reward The way an organization deliver its products and services Instruction or information provided through a variety of techniques that teach knowledge or skills, or attempt to influence employee attitude toward excellent service delivery Monetary rewards, material items, of feedback that prompts employees to continue to deliver service and perform at a high level of effectiveness and efficiency

19. Service Culture Components The specific measures that indicates what is expected of employees in customer interactions and that define how employee service performance will be evaluated The guidelines that establish how various situations of transactions will be handled The availability of management to answer questions and assist frontline employees in customer interaction when necessary Employee roles and expectations Policies and procedures Management support

20. Key Skills for Quality Customer Service

21. Know Your Organization Know Your Product/Service Know Your Customer Customer Service Person What You Should Know?

25. Developing Excellent Communication with Customers Excellent Verbal Communication Skills Excellent Non-Verbal Communication Skills Excellent Listening Skills Productive Relationship with Customers

28. Words and phrases that build relationship: Please Thank you I can or will How may I help? I understand how you feel You’re right May I Would you mind….. I apologize for…. Excellent Verbal Communication with Customers Communicating positively…..

29. Words and phrases that damage relationship: You don’t understand You don’s see my point Hold on a second Our policy says (or prohibits) That’s not my responsibility What you need to do is….. Why don’t you The word “problem” The word “but” The word “no” Excellent Verbal Communication with Customers Avoiding negative communication

30. Six C of giving good information to customers Clear Concise Courteous Complete Correct Concrete Excellent Verbal Communication with Customers

31. Non Verbal Communication with Customers Non Verbal Behavior Body language Volume Cues Appearance and Grooming Miscellaneous Cues

37. To listen more effectively….. Attend physically – the right body language helps us to focus on the customer and encourages the customer to give us more information Attend mentally – follow the customer’s flow of thought, listen to understand, not evaluate; listen first, then assess Check it verbally – paraphrase, clarify, probe further, summarize your understanding

40. Addressing Customer Needs and Behavior Style

41. Addressing Customer Needs To Feel Welcome To Feel Comfortable To Be Understood To Feel Appreciated To Feel Important To Be Respected Customer Needs

42. Addressing Customer Needs To Feel Welcome To Feel Comfortable To Be Understood Use an enthusiastic greeting, smile, use the customer’s name, thank the customer, be positive Listen actively, paraphrase, ask key question, give positive feedback, empathize Use an enthusiastic welcome, relieve anxiety through friendly communication, explain your action calmly, ensure physical comfort

43. To Feel Appreciated To Feel Important To Be Respected Thank the customer, follow up, go beyond service expectations, provide “special” offers, remember special details about the customer Use the customer’s name, give special treatment when possible, elicit opinions Listen, don’t interrupt, acknowledge the customer’s emotions and concerns, take time to serve, ask advice, elicit feedback Addressing Customer Needs

44. Four Styles of Behavior Dominance Influencing Steadiness Compliance

51. Resolving Service Breakdown

52. Service Breakdown Service breakdowns occur whenever any product or service fail to meet the customer’s expectations

53. Service Recovery Strategy Express respect Listen to understand Uncover the expectations Outline the solutions Take action and follow through Double check for satisfaction

54. Service Recovery Strategy Express respect Listen to understand Uncover the expectations "What you are telling me I important” Listen carefully; empathize with the customer; and do not make excuses or interruption “ Please tell me what happened” “ Will you please tell me what you feel need to be done?”

55. Service Recovery Strategy “ I will take this action” or “You have several choices” “ You refund has been requested. I will personally check with accounting to ensure your check goes out Friday” “ I am following up to make sure your check arrived” Outline the solutions Take action and follow through Double check for satisfaction