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					QUALITY
CUSTOMER SERVICE

Quality Customer Service

Contents
 What is Customer Service  Who is the Customer?  Why is Customer Service Important  What‟s it got to do with Me?  What the Most Important Person Wants...

 How to Make Customers Feel Special...
 Building Rapport  Listening  First Impressions  What they said about us
Quality Customer Service

What is Customer Service?
 Going out of your way for the customer and

doing everything possible to satisfy and often exceed the customer‟s needs  Striving for excellence  Never saying „It will do‟…. It will NEVER do

Quality Customer Service

Who is the Customer?
 The potential visitor on the telephone/email  The person browsing in the exhibition area  The person making an enquiry at the

counter  The guesthouse owner  The colleague from the townhall  ANYONE WHO GOES AWAY WITH AN IMPRESSION OF THE TOURIST OFFICE Quality Customer Service

Why is Customer Service Important?
 For the Council  long term customer retention  increase in business and revenue  enhanced marketing as customers spread the

good word  fewer complaints
Quality Customer Service

Why is Customer Service Important?
 For the Staff  Greater job satisfaction  Job security  Less Stress

 Increase of confidence and self esteem
 Greater team spirit  Better awareness of individual contribution

to the reputation and success of centre
Quality Customer Service

What‟s it got to do with Me?
 Take pride in your job and ensure every

customer has a positive experience.  Know the difference between „getting by‟ and excelling  YOU CAN MAKE THE DIFFERENCE  Your attitude can either send the customer away with a positive or negative impression
Quality Customer Service

THE CUSTOMER IS THE MOST IMPORTANT PERSON

MAKE HIM OR HER FEEL SPECIAL
Quality Customer Service

The Customer
 Not dependent on us - we on him!  Not an interruption to our work - the reason

for it!  not an outsider to the business - part of it!  We‟re not doing him a favour by serving him - he‟s doing us a favour by giving us his business
Quality Customer Service

LEAVE THE EGO IN THE CAR-PARK!
The Customer doesn‟t want to know!

Quality Customer Service

What does the Customer Want?
 The Customer want to be made feel special

Quality Customer Service

How do I make the Customer feel special?
 Acknowledge the customer  Greet the customer  Give him your attention  Listen carefully and speak clearly  Don‟t keep him waiting  Try and build rapport
Quality Customer Service

Building Rapport
 Greet  Take cues from the conversation  Ask where the customer is from  Ask if it‟s their first visit  Match your pace and voice with that of the

customer
Quality Customer Service

DON‟T
 Don‟t forget the greeting  Don‟t Speak too fast/low  Don‟t appear engrossed in other work/busy

with other tasks  Don‟t give short clipped answers  Don‟t appear not to care  Don‟t judge by appearance  Don‟t argue with the customer
Quality Customer Service

What the customer really really wants!
 “I want to be treated like an individual”  “I want you to respect my time”  “I want you to make it easy for me to do

business with you”  “I want you to listen to me”  “I want you to tell me the truth”  “I want you to give me a reason to come back”
Quality Customer Service

Never Assume!
 Don‟t judge customers or think you know

what they want  ASK  LISTEN  GET FEEDBACK  Never assume the customer knows what you know
Quality Customer Service

Listening
 Don‟t underestimate the importance of

listening
 Remember we have TWO EARS and one

mouth so focus on what the customer is saying, not what YOU think he is saying

Quality Customer Service

To help you listen better
 Focus on the customer, make eye contact  Give listening cues, ie nod, say „I understand‟,

smile  Don‟t let your mind wander or get distracted  Listen to the customer‟s body language  Don‟t interrupt  Ask questions to make sure you understand  Repeat/summarise if necessary  GIVE THE CUSTOMER THE ATTENTION YOU WOULD LIKE TO RECEIVE.
Quality Customer Service

FIRST IMPRESSIONS
 First impressions are vital  A customer will decide in the first 15

seconds whether you are competent, prepared, approachable and efficient

Quality Customer Service

People want to know about how much you care…before they care how much you know

Quality Customer Service

Use your Customer Service Tools to create a good First Impression
 Your smile  Your voice  Your body language  Your words

Quality Customer Service

Make the first 15 seconds count
 Smile and greet  Show interest, make eye contact, listen  Treat the customer as if he/she is the first

person of the day  Be friendly, willing and helpful  Show interest, inform and cross-sell  Thank them for their business
Quality Customer Service

Don‟t forget your working environment also can make a good impression
Customers often believe that sloppiness in one area of an organisation can mean a general carelessness in all areas.
Quality Customer Service

Make sure desk is tidy and welcoming
 REMOVE the mess and papers

 REMOVE out of date posters/fliers
 Cupboards & drawers closed  Pens, message pads replenished throughout

day  Calendar showing correct date!  Treat your work area as if it were your home.
Quality Customer Service

And how our customers have described us...  Likeable  Well Groomed
 Professional  Accountable  Caring  Sincere  Responsive  Approachable  Lively  Immediate attention  On the Ball

 Knows her stuff
 Shows interest  Good Listener

 Confident
 Has sense of humour  Show Respect

 Reliable
 Patient

Quality Customer Service

Customer Care Prayer

Lord, I beg you, give me strength With certain customers who talk at length. Give me patience and the common sense To listen while the customer vents. Let me feel what they go through So I can see their point of view. Guide my words so what I say Reaches them in a courteous way (continued on next slide)
Quality Customer Service

Customer Care Prayer

|Open my ears that I may be led To hear the message left unsaid. Show me ways to build rapport, And always try to offer more. Make me always show respect, And far exceed what they expect.
(Continued on next slide)

Quality Customer Service

Customer Care Prayer

Remind me that service is but part of my role; Customer care is the primary goal. Help me always live this prayer To prove to them I really care. And at day‟s end, let me look back with pride Knowing I kept every customer satisfied.
Quality Customer Service


				
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posted:10/25/2009
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