Managing

Customer
Service

Contents :
Understanding Quality Service and Service
Culture
Key Skills for Quality Customer Service
Addressing Customer Different Behavior Style
Steps to Resolve Service Breakdown

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Service Winners..
Those with a positive attitude and a cheerful outlook
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
Those who can allow customers to be right (even on
the occasions when they are not)
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Service is.

Customers in a restaurant want more than a meal

Guests in hotels want more than a room

Client in a transaction want more than a settlement

Customer want more that just the product or

service that is offered they also want to be
treated well

Service is Intangible

Intangibles deal with

the human side of an
organization

Service is
intangible

They include human

emotions, behaviors,
understandings, feelings,
and perceptions

Service is Intangible
Examples of
customer service
intangible :

Satisfaction
Attentiveness
Flow
Helpfulness
Sensitivity
Tone
Attitude
Knowledge
Understanding
Tact
Guidance

Two Dimensions of Service

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
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Two Dimensions of Service

The Freezer
Low in both personal and
procedural service.
Motto : We dont care

The Factory
Good in procedural service,
bad in personal service.
Motto : You are number. We
are here to process you

The Friendly Zoo

Bad in procedural service,
good in personal service.
Motto : We are trying
hard, but dont really
know what we are doing

Quality Customer Service

Excellent in both the
personal and procedural
dimensions. Motto : We
care and we deliver

Key Elements of
Quality Service

Five Elements of Quality Service

Reliability

Assurance

Empathy

Tangible

Responsiveness

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Five Elements of Quality Service

The ability to provide what was

promised, dependably and
accurately

Action strategy : make sure that

you correctly identify customer
needs, promise only what you can
deliver, and follow through to
ensure that the product or service
was received as promised

Reliability

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Five Elements of Quality Service

The knowledge and courtesy of

employees, and their ability to
convey trust and confidence

Action strategy : take the time to

serve customers one at a time.
Provide service assertively by
using positive communication
techniques and describing
products and services accurately

Assurance

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Five Elements of Quality Service

The physical facilities and

equipment and the appearance of
personnel

Action strategy : maintain

workspaces in a neat, orderly
manner, dress professionally, and
maintain excellent grooming and
hygiene standards

Tangible

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Five Elements of Quality Service

The degree of caring and

individual attention provided to
customers

Action strategy : listen for

emotions in your customers
messages. Put yourself in their
place and respond
compassionately by offering
service to address their needs
and concerns

Empathy

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Five Elements of Quality Service

The willingness to help

customers and provide prompt
services

Action strategy : project a

positive, can-do attitude. Take
immediate steps to help
customers and satisfy their
needs

Responsiveness

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Service Culture Components

Delivery
System

Training

Motivators
and reward

Service
mission

SERVICE
CULTURE

Products
and services

Employee
roles and
expectations
Policies and
procedures

Management
support

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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

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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
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Service Culture Components

Employee
roles and
expectations

The specific measures that indicates what

is expected of employees in customer
interactions and that define how employee
service performance will be evaluated

Policies and
procedures

The guidelines that establish how various

situations of transactions will be handled

Management
support

The availability of management to answer

questions and assist frontline employees in
customer interaction when necessary
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Key Skills for

Quality Customer
Service

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What You Should Know?

Know Your
Organization

Customer
Service
Person

Know Your
Product/Service

Know Your
Customer

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Know Your Organization

Know Your
Organization

Organization mission
and vision

Organization culture

Customer interaction
policy and procedures

Company support for

product/service

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Know Your Product/Service

Know Your
Product/Service

Product /service
development and quality
improvement process

Product/service
configuration

Performance data and

specification

Maintenance and care

Price and delivery

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Know Your Customers

Know Your
CUSTOMERS

Customer Needs

Customer Concerns

Customer Personality

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Developing Excellent Communication with

Customers

Excellent Verbal
Communication Skills

Excellent Non-Verbal
Communication Skills

Productive
Relationship
with
Customers

Excellent Listening
Skills

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Excellent Verbal Communication

with Customers

Communicating
positively..

Plan your messages

Greet customer warmly and

sincerely

Be specific

Use small talk

Use simple language

Paraphrase

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Excellent Verbal Communication

with Customers

Ask positively phrased

question (Instead, Why do you
feel that way , use: What makes
you feel that way? Instead, Why
do you want that color, use :
What other colors have you
considered?)

Communicating
positively..

Communicate to your
customers style

Agree with customers

Solicit customer feedback and

participation
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Excellent Verbal Communication

with Customers
Words and phrases that build
relationship:
Please
Thank you

Communicating
positively..

I can or will
How may I help?
I understand how you feel
Youre right
May I
Would you mind..
I apologize for.
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Excellent Verbal Communication

with Customers
Words and phrases that damage
relationship:
You dont understand
You dons see my point

Avoiding
negative
communication

Hold on a second
Our policy says (or prohibits)
Thats not my responsibility
What you need to do is..
Why dont you
The word problem
The word but
The word no
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Excellent Verbal Communication

with Customers
Six C of giving good information
to customers
Clear

Concise

Correct

Complete

Courteous

Concrete

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Non Verbal Communication with

Customers
Body language

Volume Cues
Non Verbal
Behavior

Appearance
and Grooming
Miscellaneous
Cues
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Non Verbal Communication with

Customers
Volume Cue

Body language

Eye contact
Posture
Facial
expression
Gestures

Pitch
Volume
Rate of speech
Voice quality
Articulation
Pauses
Silence
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Non Verbal Communication with

Customers
Appearance
and Grooming

Hygiene (regular
washing and
combing of hair,
use of mouthwash
and deodorant)

Clothing and
accessories

Miscellaneous
cues

Personal
habits

Proper
etiquette and
manners

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Positive and Negative Communication Behavior

Positive

Brief eye contact

Eyes wide open
Smiling

Nodding affirmatively

Expressive body gestures

Open body stance

Listening actively
Remaining silent as
customer speaks
Gesturing with open hand

Clean, organize work area

Negative
Yawning
Eye
contact,orposture,
Frowning
sneering facial
Attending
to matters
other
expression,
gestures
than the customer
Leaning away from customers
as he/she speaks
Subdued or Minimal hand
gestures
Staring blankly or coolly at
customers
Interrupting

Pointing finger or object at

customer
Disorganized, cluttered work
space
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Characteristics of Good Listener

1. Empathy
2. Understanding
3. Patience

Good
Listener

4. Attentiveness
5. Objectivity

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Strategies for Improved Listening

Stop talking !
Prepare yourself
Listen actively
Show willingness to listen
Show empathy
Send positive nonverbal cues
Dont argue
Ask questions
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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 customers flow of
thought, listen to understand, not evaluate; listen first,
then assess
Check it verbally paraphrase, clarify, probe further,
summarize your understanding

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Dealing Assertively with Customers

Look customers in the eyes as you speak

Grasp firmly without crushing

Think, plan, speak a specific question

Stop, gather thoughts, speak

Apologize if you make a mistake

Increase volume, sound firm and convincing

Take responsibility, resolve the problem

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Customer Focused Behavior

Customer
focused
behavior

Act promptly

Guide rather than direct

Dont rush customer

Offer assistance

Dont keep customer waiting

Avoid unprofessional actions

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Addressing Customer
Needs and Behavior Style

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Addressing Customer Needs

To Feel Welcome
To Be Understood
To Feel Comfortable

To Feel Appreciated
To Feel Important
To Be Respected

Customer Needs
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Addressing Customer Needs

To Feel Welcome

Use an enthusiastic greeting, smile,

use the customers name, thank the
customer, be positive

To Be Understood

Listen actively, paraphrase, ask key

question, give positive feedback,
empathize

To Feel Comfortable

Use an enthusiastic welcome, relieve

anxiety through friendly
communication, explain your action
calmly, ensure physical comfort
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Addressing Customer Needs

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 customers name, give
special treatment when possible,
elicit opinions
Listen, dont interrupt, acknowledge
the customers emotions and
concerns, take time to serve, ask
advice, elicit feedback
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Four Styles of Behavior

Dominance

Steadiness

Influencing

Compliance

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Four Styles of Behavior

Dominance

Influencing

Appears to be quite busy

May give the impression of not
listening
Displays a serious attitude
Voices strong opinions
Appears quite active
Takes social initiatives in most
cases
Likes to encourage informality
Expresses emotional opinions
(feelings)
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Four Styles of Behavior

Steadiness

Compliance

Give the appearance of being quiet

and reserved
Listen attentively to other people
Tend to avoid the use of power
Make decisions in a thoughtful and
deliberate manner
Control emotional expressions
Displays a preference for
orderliness
Tends to express measured
opinions
Sees difficult to get to know
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Strategies to Deal with Dominance Person

Dominance

Keep the relationship a businesslike as

possible

Develop strong personal relationship is

not a high priority for dominance
person

Be as efficient, time disciplined, and

well organized as possible

Provide appropriate facts, figures, and

success probabilities

Try to identify their primary objectives

and then determine ways to support
with these objectives
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Strategies to Deal with Influencing Person

Influencing

Be enthusiastic

Avoid an approach that is too stiff and

formal

Take time to establish goodwill and

build relationship

Do not place too much emphasis on

the facts and details

Plan actions that will provide support

for their opinions, ideas and dreams

Maintain good eye contact

Be a good listener
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Strategies to Deal with Steadiness Person

Steadiness

Take time to build a social relationship

with the steadiness person

Spend time learning about the things

that are important in this individuals life

Provide personal assurance and support

for their views

If you disagree with a steadiness person,

cur the desire to disagree assertively;
steadiness person dislike interpersonal
conflict

Give them the time to comprehend your

explanation/responses. Patience is
important
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Strategies to Deal with Steadiness Person

Compliance

Provide a thoughtful, well organized

approach

Take a no-nonsense, businesslike

approach

Use specific questions that show

clear direction

Provide detailed and comprehensive

information

Never pressure the compliance

person to make quick decisions

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Resolving Service
Breakdown

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Service Breakdown

Service breakdowns occur whenever any

product or service fail to meet the
customers expectations

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Service Recovery Strategy

Express
respect

Listen to
understand

Outline
the
solutions

Uncover the
expectations

Take action
and follow
through

Double
check for
satisfaction

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Service Recovery Strategy

Express
respect

"What you
are telling me
I important

Listen to
understand

Listen carefully;
empathize with
the customer; and
do not make
excuses or
interruption
Please tell me
what happened

Uncover the
expectations

Will you please

tell me what you
feel need to be
done?

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Service Recovery Strategy

Outline
the
solutions
I will take
this action or
You have
several
choices

Take action
and follow
through

You refund has

been requested. I
will personally
check with
accounting to
ensure your check
goes out Friday

Double
check for
satisfaction
I am following
up to make
sure your
check arrived

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Roadblock to Service Recovery

Not listening
Lack of respect
Inadequate materials or supporting
equipment
Poor or inadequate communication
Lack of training
Work conflict

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Dealing with Difficult People

Dont take it personally
Remain calm, listen carefully
Focus on the problem, not the person
Reward yourself for turning a difficult
customer into a happy one
When all else fail, ask for help

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