CustomerService（PPT） .ppt
Customer service,S Smile for everyone 微笑待客E Excellent in everything you do 精通业务R Reaching out to every customer with hospitality 对客户的态度亲切友善V VIP 将每一位客户视为重要的人物I Inviting your customer to return 邀请每位客户再度光临C Creating a warm atmosphere 为顾客营造温馨的服务环境E Eye contact that shows we care 用眼神表达对客户的关心,Whats Service?,Service commitments Service mindsetService skills-Who are my Customers-Skills to meet/exceed Customers needs-Skills to handle unhappy Customers-Email code of conduct-Telephone manner,Our Agenda,Q&A,I provide value to customers through superior service and solutions,I take the ownership and care for our customers,I explore every opportunity to exceed customers needs,Service commitments,Sow a thought,reap an actionSow an action,reap a habitSow a habit,reap a characterSow a character,reap a destiny-Samuel Smiles,Service mindset,I believe in WinWin I choose my own actions 态度决定一切 I believe that when I share my knowledge/experience with,work with,and help other team members,we will be able to create a bigger cake Its better to make mistakes while trying to be helpful/proactive,than doing nothing at all The biggest room in the world is the“？”continuous improvement,Service mindset,CustomerSatisfaction,BusinessSuccess,CustomerLoyalty,EmployeeSatisfaction&Retention,Repeating Business,Value proposition,Service mindset,Who are my customers?,External customers who pay for our services Team members who rely on my assistance Internal partners whom I supply information,resources and cooperation.,Service skills,Skills to meet/exceed customer needs,-Personal needs include*Feeling valued,respected,important and special*Being heard,understood,and cared about*Being involved in processes and decisions that affect them,-Practical needs include*Having the goods/cargo shipped to the destination port intact and as scheduled*Getting information about shipment or having a question answered*Problem solved*Receiving correct B/L*,Service skills,Service skills,Skills to meet/exceed customer needs,-Skills to meet/exceed personal needs1.Maintain or enhance self-esteem2.Listen and respond with empathy3.Involve the customer,-Skills to meet/exceed practical needs1.Acknowledge2.Clarity3.Meet/Exceed 4.Confirm,The Gold Rule:Treat the customers the way you want to be treated.,The Platinum Rule:Treat the customers the way they want you to treat them!,Service skills,Skills to meet/exceed customer needs,The Platinum Rules:*A smiling face opens all the doors*Positive words*Use excuses carefully*Avoid usual mistakes*If you have to do something,do it right now with happy,Service skills,Skills to meet/exceed customer needs,*Examples be careful at excuses,The computer/system is down,so I can only reply to you tomorrow.You are not my customer.And the colleague is not in office.Its FACTs fault,not mine.I am very busy today.Internally we have this and that procedure,Service skills,Skills to meet/exceed customer needs,*Examples Avoid usual mistakes,Usual mistakes:-Hard sell-Over-promise-Talk too much-Pay low attention tomaintain loyalty afterreaching a deal-Always depend onprevious experiences,Remedies:-Heart sell-Be cautious to promises-Watch your mouth-Show your care to old customers-Be flexible,Service skills,Skills to handle unhappy customers,Dissatisfied,OPEN,HIDDEN,Satisfied,Dissatisfied,OPEN,HIDDEN,Extraordinary service opportunities,Service skills,Skills to handle unhappy customers,Understanding Walkers*Group discussion,whats the behaviors indicators?-Turning walkers into talkersUse“confirm”,Listen and respond with emphathy,Its not the initial service problem that makes dissatisfied,its how I respond to that problem,Service skills,Skills to handle unhappy customers,Some tips:Listen Express you are sorry Do not argue and do not interrupt Point out facts Admit the problem Involve the customer in problem solving Follow-up Give the customer a“way back”Sense of urgency,Service skills,Basic email format,Email font:Verdana 10 pt Salutation Complimentary close Auto signature right party receivers the use of CC wrongly addressed emails,Email code of conduct,*Clear messages,relevant messages,clean messages*Complete with all necessary infromation*Concise*Courteous(tone,wording)*Correct(information,spelling,punctuation,grammar,),Email fundamental skills,Write a meaningful title in the subject that really indicate the email content,KISS principle(keep Information Short and Simple),Email code of conduct,Email fundamental skills-Global Email Code of Conduct,Avoid using abbreviations TO OUR CUSTOMER,like GUA,TRM Keep sentences short Respond to emails timely Dont involve external customers in internal correspondence.Ensure the content belongs to the right header/subject,Email code of conduct,Principle 1-Be alertAnswer the telephone within 3 rings!Stop any chatting with colleagues before picking up the phoneCatch the point of the conversation,use language that customers can understandDraw up conclusion by asking appropriate questions to obtain mutual understanding When need to hold the phone looking for information from files or colleagues,use“hold”function(so that music will be played).,Telephone manner,Principle 2-Be pleasant Put your smile in your voice and demonstrate courtesy.The customer can“see”your face through your tone.,Telephone manner,Principle 3-Be helpful and considerate Offer help state the facts,try to give alternatives and solutions When negative message is about to deliver,tone needs to be soften and state the reason or fact that we have tried xxx,but we are unable to xxx due to xxxx Show our empathy,Telephone manner,Principle 4-Dealing with angry/frustrated customers,when customer is yelling at you on the phoneWait till customer finishes expressing themselvesDont let them frustrate youKeep a calm mind Figure out where the frustration comes fromAcknowledge the problem and think of immediate solutionIf no immediate solution can be provided,suggest to end the conversation first by saying that I will consult my superior and come back to you with solution,Telephone manner,What causes ineffective communication?,Unclear message Mindset communication style skills work pressure Message overload Bad timing Jargon Interruption,Maintain good relationship is the final objective!,Q&A,
