customer care
TRANSCRIPT
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قدرها الغرامة
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MILESTONEMILESTONE
Transformational pointTransformational point
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Market Market liberationliberation
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CUSTOMER
CHOICE
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Changing direction
• If you gave your customers what they need, there are others will give them what they didn’t dream
Satachi
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WOW
It’s not enough to meet your customer’s needs, you should delight them by exceeding their expectations.
Customer service rep must have:
• Patience
• Friendliness
• Customer respect
• Initiation to aid.
• Remember:
you don’t have the right to choose customers, they have.
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Why do we care with customer satisfaction ?
• Imagine your customer as money that moves with two legs towards you.
Staticaverage
• Satisfied customer tells 5 persons.• Un satisfied customer tells 10.• For every complainer customer you have 24
don‘t complain.• From every 24 who end their deals with you 6
only have serious problem.• Every unsatisfied 25 tell from10 to 20 then
you have 250 to 500 unsatisfied
• Companies looses 20% of customers every year.
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How much does it cost us loosing one customer ?
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A coffee shop
• 5 pounds a once* 20 times monthly= 100 a month
• 100 * 12 month = 1200 pounds a year• Customer turn over 5 years
1200 * 5 = 6000 • Satisfied customer tells 5 persons.
• One person at least will be a customer = 6000
• The income will be
• 6000 basic customer + 6000 = 12000
• Un satisfied customer tells 10 persons
• 5 persons at least won’t deal with this coffee shop
• 5*6000= 30000+6000 basic customer= 36000
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Why don’t they come back ?
1. Death
2. Changing location
3. Friendship
4. Price
5. Dissatisfaction with the product
6. Employees’ carelessness
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Why don’t they come back ?
1- Death 1%
2- Changing location 3%
3-Friendship 5%
4- Price 9%
5- Dissatisfaction with the product 14%
6- Employees’ carelessness 68%
What can we do ?
•Be an active listener
Active listening
• Hearing vs Listening
• Are you a good listener?
Listening Levels
• Ignoring
• Pretending
• Selective
• Attentive
• Empathetic
Why don’t we listen to others?
• Mind reader ( jump to conclusions )
• Rehearser ( what will I say )
• Filterer ( selective )
• Dreamer
• Identifier ( refer to his experience )
Why don’t we listen to others?
• Comparer
• Derailleur ( changing subject )
• Sparrer ( belittle )
• Placater ( agree with every thing )
Some advices for active listening.
• Paraphrase :1- Pay attention2- Identify key words3- Restate it in your words
- Parroting vs. Paraphrasing
- Avoid using jargons- Ask clarifying questions.
Do and don’t• Do :• Let them know you are listening.• Use the caller’s name 3 times within call.• Nod.• Paraphrase.• Empathize and reflect their feelings.• Discourage discussion of any delusion and focus on ‘ ‘ now and
here ‘ ‘• Explore ways ( options ) to have their need met.• Brainstorm together.• Avoid ‘’ yes,but ‘’.• Learn how to say no.• Listen to all parties.
First lecture
• Market monopolization – competition• Customer choice • Why do we care with customer satisfaction ( static )• Why don’t they come back• Be an active listener• Listening levels• Why don’t we listen• Do and don’t.
Do and don’t• Do :• Let them know you are listening.• Use the caller’s name 3 times within call.• Nod.• Paraphrase.• Empathize and reflect their feelings.• Discourage discussion of any delusion and focus on ‘ ‘ now and
here ‘ ‘• Explore ways ( options ) to have their need met.• Brainstorm together.• Avoid ‘’ yes,but ‘’.• Learn how to say no.• Listen to all parties.
Do and don’t
• Don’t :
• Argue
• Interrupt
• Scold and lecture
• Offer false reassurance
• Try to solve the problem before thoroughly understanding
Showing empathy
• Feel
• Felt
• Found
• But you must be sincere.
How to build rapport
• You can build rapport between you and your customer through :
• Active listening. ( carnegie)
• Empathy.
• Pacing.
• Creating common language.
• Under promise, over deliver.
Greetings and goodbyes
• Do you think standard greeting better?
Greeting guidelines
• Aim to answer the call within 3 seconds.
• Pause before lifting the caller.
• Smiling conveys warmth and friendliness.
• Visualize the caller.
• Use the standard greeting.
Goodbyes guidelines
• Summarize the key points.
• Refer to any future actions.
• Ask for any other service you can do.
• Thank them for calling your company.
• Keep your promises.• Fully complete this call before starting another.
• Make sure you have emotionally ended this call.
On hold
• Don’t cup the mouse piece with your hand.
• Ask their permission.
• Give reasons and time for hold.
• Wait for a respond from the customer.
• Don’t exceed 2 minutes on hold.( 30 sc )
• Thank the customer for waiting.
Handling complaints calls
1- Listen.
2- Avoid jumping to conclusions.
3- Don’t take it personally.
4- They want to be heard.
5- Ask for suggestions.
Handling complaints calls
6- Gather all information before solution.7- Use trial case.8- Manage the customer’s expectations.9- Close the call.
ASAP
Dealing with difficult customer
Are you nervous ?
Dealing with difficult customer
• The angry complaining customer
• Stay positive.
• Allow him to let off steam.
• Show empathy.
• Use his name, and offer yours.
• Apologize.
• Find out what they want.
Dealing with difficult customer
• Ensure you understand him.
• Suggest a solution.
• Thank him for bringing the problem to your attention.
• Record and pass the complaint.
Customer types
• The mistaken customer :
• Be tactful
• Don’t say you are wrong
• Talk about situation.
• Use tactful statements.• Keep explanation clear, simple and brief.• Use clarifying questions.
The critical customer
• Find out the problem and what he want.
• Ensure you know the company’s policy.
• Thank him for bringing the problem.
• Search alternatives.
• Explain what you can do.
The critical customer
• Make sure management know about the problem.
• Shift their attention to the solution.
• Check your authority to act.
• Avoid “ yes , but “.
• Find the points of agreement.
The abusive customer
• Stay cool, don’t take it personally.• Focus on things you have control on.
• Get him back to the problem.
• You can ask supervisor for help. (some cases )
• You can’t hang up or end the call.
• Don’t say be calm.
Shopping lover
Closed questions.
Offers
Pause after questions
Be friendly
Use normal sale pace
• The basic principle when dealing with customer :
Kiss Keep it simple and sincere.
Remember
• All skills are gained by
practice