Customer Service

1. Customer Service – English Power Point Show

2. What Makes a Customer Decide to Leave a Company?

• moving away 3%
• form other interests 5%
• for competitive reasons 9%
• due to product dissatisfaction 14%
• because someone was rude,
indifferent or discourteous to them
68%

3. External customers

4. Internal customers

5.

The customer is
always a King. The
only exception is
when the client is
a Queen

6.

If everyone ismoving forward
together, then success takes care of
itself!
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7. PASSING ON WORK OR TASKS

• Promptness
• Correct up-to-date information
• Correct recipient
• Completeness
• Accuracy
• Indication of urgency/importance/Timelines
• Realistic promises
• Clear, comprehensive contents
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8. 8 PERFORMANCE STANDARDS FOR CUSTOMER SERVICE

• Right first time.
• Realistic promises to customers.
• ‘Inherited’ errors are not passed on to others.
• All written work must be clear and understandable.
• Customers should be treated with the maximum
courtesy, respect and helpfulness.
• All documents should be left in an organized and
logical state.
• All telephones should be answered within three or
four rings.
• Identify and provide the information needs of
customers, at the time it is needed.
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9.

Customer Service.
General rules

10. Greet our customers - Make me feel comfortable

Eye contact
Positive body language
Smile
Use your Name and their name
Put them at ease
First impressions
Thank for visiting
Tune into the customer
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11. Value our customers - Let me know that you think I am important

Attitudes:
It is the way we think
Motives:
They are the reasons why we do things
Values:
They are our inner guidelines that direct our
behavior. They are the rules by which we live
our lives.

12.

Three values:
1.“You’re the customer – you pay my
salary!”
2.“There is something about you I like!”
3.“You make my job possible!”
When you appreciate people, your sincerity and
genuineness are evident and make them like and trust
you ;)
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13.

Ask “How can we help you?”:
- Find out what I want
“How can I help you?”
Ask open-ended questions.
Sometimes people are not fully aware of
what we can offer them.
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14.

Listen to our customers
- Listen to me and understand me
Words used
Tone of voice
Body language
Understand their feelings and
emotions
Listening is one of the most powerful tools to
convince people you are trying to help them!
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15.

Help our customers
- Help me get what I want
Wants and needs
Clients’ problems
Feel more important
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16.

• What do you give to
the clients that they
cannot get anywhere
else?
• What do you do to
your clients that your
rivals don’t?
Always give the customers more
than they expect
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17.

Learn to
think out
of the
Box
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18.

ALLOW OUR EXCELLENT CUSTOMER
SERVICE TO STAND OUT!
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19.

Invite our customers back
- Let me know that I’m welcome back
any time
• Just as the first impression is memorable,
so are the last ones.
• People take their feelings with them when
they leave you.
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20.

• Always thank customers
for visiting you.
• Always ask them to come
back.
• Try your best to make
them want to come back.
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21.

Treat every customer as if the world
revolves around them…
Why? Because it does!
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.

22. Communication Skills & Customer Service

Communication Skills &
Customer Service

23. Good Communication is an essential part of organizations

• Communication is a two-way process.
• Communication can be summed up as:
• Words 7%
• Tone of voice 38%
• Body language 55%
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24. Four communication dramas + 1

Emotionalism
Drama
Understand what needs
to be done and how to
do it, but emotionalism,
impulsiveness and
inconsistency prevent
me from doing this 24

25. Overcoming communication dramas

Ability to
hear other
people
Ability to
understand other
people
Ability to act
Ability to express
own thoughts and
feelings
Emotionalism drama:
Ability to control emotional tension
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26. Skills at talking to customers

Questioning skills
Small talk skills
Positive language skills
Complimenting skills
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27. Types of questions:

Open-ended
Closed
Alternative
It is better to use open-ended questions
instead of hypotheses. This allows
customers to give their own ideas.
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28. A beam of understanding when asking open-ended questions

What your partner means
Area of possible understanding of your partner28

29. A beam of understanding when asking closed questions

What your partner means
Area of possible understanding of your partner29

30. Mistakes of formulating questions

• Hidden accusation
• Reproach
• Advice unasked
Examples:
• “Why didn’t you…?”
• “Why did you agree…?”
• “Where did you see…?”
• “Why don’t you do…?”
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31. Questions to avoid

Leading questions –
confirm your viewpoint
Multiple questions –
stringing questions together
“Don’t you think it
would be better
to…?”
“I take it you
haven’t…?”
“Well, what
about…?
Didn’t they do
anything?”
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32. Small Talk Skills

Small talk is a conversation about a
subject the person finds interesting and
pleasant.
The purpose of small talk is to make the
person speak, create a favorable
atmosphere and lay the foundations for
mutual sympathy and trust.
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33. Small Talk Techniques

Quoting your partner
Positive statements
Informing
Interesting story
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34. Typical mistakes of small talk

Forcible interview
(interrogation)
Inventory of one’s life
Turning to big talk
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35. Using positive language

Negative language (-)
- The department
doesn’t open until 9,
so I won’t be able to
do anything until then
Positive language (+)
- The department
opens at 9, so I’ll
contact them first
thing and get straight
back to you
- I don’t know
- I’ll find out for you
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36. Compliments

• Appearance
• Actions, deeds
• Peculiarities of sensation, perception,
thinking, memory and attention
• Professional qualities
• Love and pride
• Compliments in the form of comparison
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37. Skills at listening and understanding customers

They include effective listening
Techniques used to hear and
understand people
Body language
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38.

Listening is an
essential part of
communicating.
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39. Effective listening

1. Effective listening means not talking
2. Check understanding
3. Demonstrate listening
4. Build relationships
5. Diagnostic skills
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40. 1. Effective listening means not talking

They talk, you listen (80:20)
Do not interrupt
Pay attention to what they are saying
Listen, do not start thinking about the
answer
Make notes
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41. 2. Check understanding

Ask questions to clarify anything you
are not sure about
From time to time give a reflective
summary
Don’t “tune out” the things that you
might not be pleased to hear
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42. 3. Demonstrate listening

Demonstrate that you are listening, by
means of your:
Body posture (be open; lean slightly
towards the person, personal
“territory”)
Interested tone of voice
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43. 4. Build relationships

Give them space to let off steam
Show that you can see things from
their point of view
Use the customer’s name
Focus on positive actions for the
future
Include customers as contributors to
your planned actions – “We can sort
this out together…”
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44. 5. Diagnostic skills

Resist the urge to argue, to defend, or
to excuse
Admit to mistakes and apologize
sincerely
Do not jump to conclusions
Look for solutions, not obstacles
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45. Voice quality

The tone of your voice is a part of
communication in itself.
Tone (attitude)
Pitch (the quality of sound)
Volume
Inflection (modulation, gradation)
Self-assurance
Rate of speech (speed)
Pronunciation
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46. Listening and understanding techniques:

• 1. Repetition –
Repeat, quote every word said
• 2. Paraphrasing –
Short message of the partner’s
utterance
• 3. Interpretation –
Ideas about the true meaning of the
partner’s utterance or its reasons and
purpose.
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47. Typical mistakes of repetition, paraphrasing and interpretation

• Rigidity
• False interpretation
• Persistent repetition
• Too precise
interpretation
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48. Understanding body language

Open body language (open palms, eye
contact, the upper body is open)
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49. Understanding body language

Closed body language (folded arms,
crossed legs or ankles, no eye contact,
body twisted away)
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50. Understanding body language

Keeping your distance
Leaving ‘personal space’ between people
Creating an impression
First impression
Grooming
Understanding and using gestures
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51. Eye contact

Excessive eye contact
Insufficient eye contact
Effective eye contact
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52.

Mime
Your face must express your
friendliness
Smile
A smile makes other people smile back
Head movement
Do not put your head up very high
Do not look sideways
Use nods
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53.

GROUP ACTIVITY. Out loud, what you think each picture is possibly ‘saying’.
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54. Solving customers’ problems

Understand the problem
Identify the cause
Discuss possible solutions
Solve the problem
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55. CHECKLIST FOR DEALING WITH ANGRY CUSTOMERS

Use your listening skills
Use your questioning skills
Give the customer space to let off steam
Use ‘positive’ language
See things from the customers’ point of view
Do as much as your authority level allows
Do not take it personally
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56.

Your repayment from
this training program
will only come when
you start to use your
new knowledge and
new skills on your
day-to-day work
Regularly practice the
new skills so that
they become
second nature
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