Effective Strategies for Customer Service Excellence
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iCPAR ECONOMIC AND DEVELOPMENT
SKILLS DEVELOPMENT SYMPOSIUM
23-25 May 2019, Lake Kivu Serena Hotel
Cecile Umuhoza, May 25, 2019
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Person selling or providing
•
Person receiving or buying
•
Actual service or product
THE PERSON
PROVIDING
THE SERVICE
(1).
Control
of the situation, has clear (2).
goals/objectives
, the service
provider is making him/her (3)
feel good
about him/herself and treated with
a sense of (4).
fairness
,(5) and
Friendliness
,(6). The service provider is
understanding
, (7) the customer doesn’t need to worry about
Safety
, (8)
there is
approval and recognition
for the customer, thanking them for
choosing your company for example (9) he/they feel
Important
and essential
to the business, (10)
appreciated
for his/her efforts especially he/she is
spending/investing a significant amount of time/money or is a regular, (11)
he/she feels like she belongs and identifies with your business/service, (12)
he/she feels like they can trust you/your company because of the honesty
THE PERSON RECEIVING THE SERVICE
1.
.
How to deal with difficult customers
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Listen without interrupting
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Don’t get defensive
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Respond with Glad. Sure. Sorry.
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Express empathy
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Ask questions to understand the problem
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Find out what the customer wants
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Explain what you can do
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Discuss Alternatives and agree on action
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Take action immediately
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Follow up to ensure customer satisfaction
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Friendly courteous climate
2.
Get necessary information by listening and asking questions
3.
Repeat for complete understanding
4.
Propose a CAN DO plan of action
5.
Get agreement on WHAT is to be Done by WHOM, WHERE,
WHEN and HOW
6.
Provide Service Agreed Upon
7.
Follow up to Ensure Results
The art of Giving Quality Service
by Mary Gober
Recognised internationally as a pre-eminent
authority on Customer Service
Thank you!
Explore key elements for providing exceptional customer service, including handling difficult customers, methods of quality service, and fostering positive interactions between service providers and customers. Learn how to listen actively, show empathy, and ensure customer satisfaction through a customer-centric approach. Discover practical tips for dealing with challenging situations and creating a positive service environment.
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Presentation Transcript
CUSTOMER CUSTOMER SERVICE SERVICE 1st iCPAR ECONOMIC AND DEVELOPMENT SKILLS DEVELOPMENT SYMPOSIUM 23-25 May 2019, Lake Kivu Serena Hotel Cecile Umuhoza, May 25, 2019
Person selling or providing Person receiving or buying Actual service or product
THE PERSON PROVIDING THE SERVICE
(1). Control of the situation, has clear (2). goals/objectives, the service provider is making him/her (3) feel good about him/herself and treated with a sense of (4). fairness,(5) and Friendliness,(6). The service provider is understanding, (7) the customer doesn t need to worry about Safety, (8) there is approval and recognition for the customer, thanking them for choosing your company for example (9) he/they feel Important and essential to the business, (10) appreciated for his/her efforts especially he/she is spending/investing a significant amount of time/money or is a regular, (11) he/she feels like she belongs and identifies with your business/service, (12) he/she feels like they can trust you/your company because of the honesty
1. . THE PERSON RECEIVING THE SERVICE
How to deal with difficult customers Listen without interrupting Don t get defensive Respond with Glad. Sure. Sorry. Express empathy Ask questions to understand the problem Find out what the customer wants Explain what you can do Discuss Alternatives and agree on action Take action immediately Follow up to ensure customer satisfaction 1. .
METHODS OF QUALITY SERVICE METHODS OF QUALITY SERVICE
METHODS OF QUALITY SERVICE METHODS OF QUALITY SERVICE 1. Friendly courteous climate 2. Get necessary information by listening and asking questions 3. Repeat for complete understanding 4. Propose a CAN DO plan of action 5. Get agreement on WHAT is to be Done by WHOM, WHERE, WHEN and HOW 6. Provide Service Agreed Upon 7. Follow up to Ensure Results
The art of Giving Quality Service by Mary Gober Recognised internationally as a pre-eminent authority on Customer Service
