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Customer Service Skills
Customer Service Skills
What is forming a relationship with customers – a relationship that the individual customer feels that he would like to pursue.
Customer Service
knowledge and courtesy you show to customers, and ability to convey trust
Assurance
Not just the paying customer but also anyone who receives the benefit of the goods and services you offer.
EXTERNAL CUSTOMERS
If you deal with customers on a daily basis, be sure to stay ........ when they come to you stumped and frustrated,
patient
"I want to be sure I don't miss any details, I may need to pause to make notes. Would that be ok?"
attentive listening
´Doing ordinary things extraordinary well.
´Going beyond what is expected.
´Adding value to every interaction.
´Being at your best with every customer.
´Discovering new ways to delight.
´Taking care of your customers like you would take care of your loved ones.
What is The Essence of Customer Service
What builds a bond that keeps customers coming back time and time again?
Exceptional customer service
It includes a person’s looks and actions, including general grooming and cleanliness, clothing, voice tone, attitude, body language and posture.
First Impressions
The ability to really listen to customers is so crucial for providing great service.
Attentiveness
"That product will be available next month. I can place the order for you right now and make sure that it is sent to you as soon as it reaches."
Positive language:
What do customers expect?
A TREAT
Treat every customer as if they sign what?
your pay checks
being honest, doing the right thing, and being accountable for your actions.
Being ethical
What is a very important part of persuasion?
Positive Language
maintaining your usual upbeat persona in spite of dealing with people who may be just plain grumpy.
Acting Skills
degree of caring and individual attention you show to customers
Empathy
The transition from ordinary to extraordinary performance happens through
A Culture of commitment
“I can hear that you are upset, and I want to help. Will you explain your concern to me please?”
What is diffusing angry customer
"I can't get you that product until next month; it is back-ordered and unavailable at this time."
Negative language:
To be concerned with getting customers what they want in an efficient manner.
Time Management Skills
“I can completely relate to it. It’s always a bad experience when something like this happens. We’re sorry for that and we hope this is never repeated again.”
what is empathy
It's not personal -Stay calm, apologize, be empathetic, let them vent, stay firm, propose a solution.
What is how to handle an angry customer
This skill is essential because you don't want to mis-read a customer and end up losing them due to confusion and miscommunication.
Ability to "Read" Customers
To truly take your customer service skills to the next level, you need to have what ?
Persuasion Skills
End the interaction with confirmed satisfaction (or as close to it as you can achieve) and with the customer feeling that everything has been taken care of (or will be).
Closing Ability