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Objectives?
Understanding the concepts of Who is a Customer and
What is Service Quality Differentiate between a good or bad customer experience and its impact on organization Understand the relation of customer services to the brand image of Organization. Leading and cascading commitment to delivering consistent and standardized Customer Services Develop the attitudes to become the best in customer services How to retain the leadership position in quality health & medical services in the country. Learn and Apply the standards provided in this training to achieve Highest Customer Services Standards
Customer
Entity that receives or consumes products
(goods or services) and has the ability to choose between different products and suppliers The slogan "customer is king" or "customer is God" or "the customer is always right" indicate the importance of customers to businesses
Customer
Who is the Customer?
Customer is someone with a
problem or a need and he comes to you for a resolution of his problem or fulfillment of his need and is willing to pay the price for your solution. What solution is provided and how it is provided determines the value for customer
Customer Service
"Customer service is the ability to provide a service
Importance of Customer?
A customer is the most important person in any business.
coming to us
What is Quality
Criteria of Quality?
Quality in a service or
product is not what you put into it. It is what the client or customer gets out of it.
Dissatisfaction
Defection
Variety Seeking
Customer Loyalty
On average, customers who have had a bad experience will tell at least 9 other people.
For every customer who complains, there are 26 other customers who have had similar problems.
ACTIVITY
POSITIVE WORDS NEGATIVE WORDS
objective
Where managers ensure that the staff gives Where staff support each other and depts.
customers more importance than their bosses collaborate rather than compete. opportunities to improve
Convenient
Responsive
Take Ownership
Getting rude with a customer Ignoring a problem Making the customer jump through hoops Being placed on hold endlessly
CARING
Guides right
Service Standards
Acknowledge customers within 10 seconds of his arrival Smile and make eye contact Say AOA. Welcome to Mobilink, How may I help you? Obtain and use customers name, where appropriate. Seek permission from customer before attending to
other distractions, like phone call Show empathy and ask questions to understand customer needs Be informed/up to date on your operations, location of various departments and concerned officers. Guide customer to their desired location by providing adequate information Never leave a customer unattended or uninformed
TELEPHONE STANDARDS
Answer phone by third ring
Smile and Greet customer by saying AOA, Thank you
for calling PIA, This is Inform customer before placing on hold or transferring the call Your emotions and feelings are transferred to people calling you Return calls same day before sundown
Use non-verbal communication to SOFTEN S = SMILE O = Open Posture F = Forward Lean T = Touch, only if appropriate E = Eye Contact N = Nod
responding. Be assertive - not aggressive or passive Keep the focus on the issue, not the customers behavior Take customer away from the scene Apologize sincerely
DONTS
Don't make threats Don't argue Don't hang up on the customer Don't make the customer feel helpless Don't raise your voice Don't tell a customer he/she is wrong
WHAT WOULD
DO DIFFERENTLY
STARTING TOMORROW?