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PROFESSIONAL EMPLOYERS PRIVATE LIMITED MODULE: Sizzling Customer Service SLIDES: 13 PROFESSIONAL EMPLOYERS PRIVATE LIMITED PROFESSIONAL EMPLOYERS PRIVATE LIMITED MODULE: Sizzling Customer Service SLIDES: 13 PROFESSIONAL EMPLOYERS PRIVATE LIMITED 1

WHAT ARE YOUR BUSINESS OBJECTIVES? § § § § § Profits? Increase in Stockholders’ WHAT ARE YOUR BUSINESS OBJECTIVES? § § § § § Profits? Increase in Stockholders’ Wealth? Greater Market Share? Optimal Utilization of Resources? A Socially Responsible Organization? Customer Satisfaction? Employees’ Wellbeing & Welfare? Adherence to Rules and Regulations & Law? Providing ‘Win / Win’ Deals to Everyone Involved? PROFESSIONAL EMPLOYERS PRIVATE LIMITED 2

WHAT ARE YOUR OBJECTIVES? § § § Cause & Effect Primary Objectives Secondary Objectives WHAT ARE YOUR OBJECTIVES? § § § Cause & Effect Primary Objectives Secondary Objectives PROFESSIONAL EMPLOYERS PRIVATE LIMITED 3

BASIC QUESTIONS? § What is Your Business? PROFESSIONAL EMPLOYERS PRIVATE LIMITED 4 BASIC QUESTIONS? § What is Your Business? PROFESSIONAL EMPLOYERS PRIVATE LIMITED 4

WHAT IS THE BUSINESS OF § § § Kodak? Black & Decker? Marriott Hotels? WHAT IS THE BUSINESS OF § § § Kodak? Black & Decker? Marriott Hotels? Fair and Lovely? Decent Balloons? Citibank? PROFESSIONAL EMPLOYERS PRIVATE LIMITED 5

“What Customers Want When They Buy ¼ Inch Drills is ¼ Inch Holes” Theodore “What Customers Want When They Buy ¼ Inch Drills is ¼ Inch Holes” Theodore Levitt PROFESSIONAL EMPLOYERS PRIVATE LIMITED 6

BASIC QUESTION? Who is Your Customer? PROFESSIONAL EMPLOYERS PRIVATE LIMITED 7 BASIC QUESTION? Who is Your Customer? PROFESSIONAL EMPLOYERS PRIVATE LIMITED 7

ARE ANY OF THESE YOUR CUSTOMERS? Your Prospects? Your Lost Customers? Your Current Customers? ARE ANY OF THESE YOUR CUSTOMERS? Your Prospects? Your Lost Customers? Your Current Customers? Your Competitors’ Customers? PROFESSIONAL EMPLOYERS PRIVATE LIMITED 8

This World is Swarming With CUSTOMERS PROFESSIONAL EMPLOYERS PRIVATE LIMITED 9 This World is Swarming With CUSTOMERS PROFESSIONAL EMPLOYERS PRIVATE LIMITED 9

We have CUSTOMERS back at home too PROFESSIONAL EMPLOYERS PRIVATE LIMITED 10 We have CUSTOMERS back at home too PROFESSIONAL EMPLOYERS PRIVATE LIMITED 10

Everyone is spending someone else’s time, effort, and / or money PROFESSIONAL EMPLOYERS PRIVATE Everyone is spending someone else’s time, effort, and / or money PROFESSIONAL EMPLOYERS PRIVATE LIMITED 11

What all Customers want is ADDED VALUE PROFESSIONAL EMPLOYERS PRIVATE LIMITED 12 What all Customers want is ADDED VALUE PROFESSIONAL EMPLOYERS PRIVATE LIMITED 12

ADDED VALUE There are only Two Ways to give Added value § Give the ADDED VALUE There are only Two Ways to give Added value § Give the customer more than they think they are paying for, or § To not charge them as much for what they are getting. PROFESSIONAL EMPLOYERS PRIVATE LIMITED 13

EVERY ONE WANTS ADDED VALUE Customers want good value as it pertains to other EVERY ONE WANTS ADDED VALUE Customers want good value as it pertains to other things but they want added-value for themselves. § Management wants added-value from their employees § Employees want added-value from their management. § More importantly, organization's potential and current customers want added-value from both management and employees. PROFESSIONAL EMPLOYERS PRIVATE LIMITED 14

How Good We Should Be To Our Customers? 50%? 75%? 99% PROFESSIONAL EMPLOYERS PRIVATE How Good We Should Be To Our Customers? 50%? 75%? 99% PROFESSIONAL EMPLOYERS PRIVATE LIMITED 15

IF 99. 9% IS GOOD ENOUGH, THEN… § § § § 2 million documents IF 99. 9% IS GOOD ENOUGH, THEN… § § § § 2 million documents will be lost by the IRS this year. 12 babies will be given to the wrong parents each day. 18, 322 pieces of mail will be mishandled in the next hour. 291 pacemaker operations will be performed incorrectly this year. 20, 000 drug prescriptions will be filled incorrectly each year. 22, 000 checks will be deducted from the wrong bank accounts each hour. 2 unsafe plane landings at Heathrow Airport each day. PROFESSIONAL EMPLOYERS PRIVATE LIMITED 16

THE RECIPE FOR EXEMPLARY CUSTOMER CARE Four Significant Areas: § Quality Improvement § Customer THE RECIPE FOR EXEMPLARY CUSTOMER CARE Four Significant Areas: § Quality Improvement § Customer Relations § Business Processes § Communications PROFESSIONAL EMPLOYERS PRIVATE LIMITED 17

IMPROVE YOUR QUALITY § § Exceed Expectations Constantly Seek Improvements Remember Fundamentals – Avoid IMPROVE YOUR QUALITY § § Exceed Expectations Constantly Seek Improvements Remember Fundamentals – Avoid Easy Fixes Make Sure There Are No Excuses PROFESSIONAL EMPLOYERS PRIVATE LIMITED 18

CAPTIVATE YOUR CUSTOMER RELATIONS § § § § Listen To Your Customers Make It CAPTIVATE YOUR CUSTOMER RELATIONS § § § § Listen To Your Customers Make It Easy To Complain Analyze and Respond to Complaints Make Customers Your Best Ambassadors Don’t Assume Niceness is Enough Don’t Take Your Relationships For Granted When You Lose a Customer, Find Out Why PROFESSIONAL EMPLOYERS PRIVATE LIMITED 19

Customer Complaints Are Not Easy To Hear - But They Are Your Best Friends Customer Complaints Are Not Easy To Hear - But They Are Your Best Friends PROFESSIONAL EMPLOYERS PRIVATE LIMITED 20

Customer Complaints Are Like Medicines Nobody Likes them but they make us better PROFESSIONAL Customer Complaints Are Like Medicines Nobody Likes them but they make us better PROFESSIONAL EMPLOYERS PRIVATE LIMITED 21

LISTEN FOR DOLLARS – CUSTOMER COMPLAINTS CREATE PROFIT PROFESSIONAL EMPLOYERS PRIVATE LIMITED 22 LISTEN FOR DOLLARS – CUSTOMER COMPLAINTS CREATE PROFIT PROFESSIONAL EMPLOYERS PRIVATE LIMITED 22

If we do not listen, rest assured, the financial statement will communicate the news If we do not listen, rest assured, the financial statement will communicate the news eventually. PROFESSIONAL EMPLOYERS PRIVATE LIMITED 23

MAKE YOUR BUSINESS PROCESSES CUSTOMER FRIENDLY § § § § Be Strategic Step Outside MAKE YOUR BUSINESS PROCESSES CUSTOMER FRIENDLY § § § § Be Strategic Step Outside the Box Align the Objectives of Your Functions Concentrate on the Big Picture and Worry About Detail Concentrate on Detail and Worry About the Big Picture Observe the Writing on the Wall Be Part of the Solution, and Not the Problem PROFESSIONAL EMPLOYERS PRIVATE LIMITED 24

MAKE YOUR BUSINESS PROCESSES CUSTOMER FRIENDLY § § § Deal With Problems Understand that MAKE YOUR BUSINESS PROCESSES CUSTOMER FRIENDLY § § § Deal With Problems Understand that People, not Processes, Deliver the Service Empower Your People Not To Have to Check with the Supervisor First Don’t pass the Buck Don’t Just Try to Do it. Do IT! Check, Don’t Assume You Did it Right PROFESSIONAL EMPLOYERS PRIVATE LIMITED 25

CRYSTALLIZE YOUR COMMUNICATIONS § § § § Be Accessible Make, Listen To, and Act CRYSTALLIZE YOUR COMMUNICATIONS § § § § Be Accessible Make, Listen To, and Act on Suggestions Make the Smallest of Fragment of Service Count Listen Empathize Keep Your Promises Don’t Kill The Messenger PROFESSIONAL EMPLOYERS PRIVATE LIMITED 26

PROFESSIONAL EMPLOYERS PRIVATE LIMITED 27 PROFESSIONAL EMPLOYERS PRIVATE LIMITED 27

". . . it will not suffice to have customers that are merely satisfied. Satisfied customers switch, for no good reason, just to try something else. Why not? Profit and growth come from customers that can boast about your product or service - the loyal customer. He requires no advertising or other persuasion, and he brings a friend along with him. " PROFESSIONAL EMPLOYERS PRIVATE LIMITED 28

Trust is the Residue of Promises Fulfilled PROFESSIONAL EMPLOYERS PRIVATE LIMITED 29 Trust is the Residue of Promises Fulfilled PROFESSIONAL EMPLOYERS PRIVATE LIMITED 29

“Do All Little Things a Little Better” PROFESSIONAL EMPLOYERS PRIVATE LIMITED 30 “Do All Little Things a Little Better” PROFESSIONAL EMPLOYERS PRIVATE LIMITED 30

EMPOWERMENT IMPACTS COMPLAINT HANDLING AND LOYALTY The 5% who complain to management The 45% EMPOWERMENT IMPACTS COMPLAINT HANDLING AND LOYALTY The 5% who complain to management The 45% who Complain to front-line Personnel The 50% who encounter a problem, But do not complain PROFESSIONAL EMPLOYERS PRIVATE LIMITED EMPOWERED • Problems Solved Quickly • Customer Loyalty Maintained • Employee Pride & Morale Maintained NOT EMPOWERED • Problem solving requires manager • Delays and Costs Increase • Customer Loyalty affected • Employee pride and morale impaired 31

PROFESSIONAL EMPLOYERS PRIVATE LIMITED 32 PROFESSIONAL EMPLOYERS PRIVATE LIMITED 32

PROFESSIONAL EMPLOYERS PRIVATE LIMITED 33 PROFESSIONAL EMPLOYERS PRIVATE LIMITED 33

“Loyal relationships of the future are built by your actions today!” PROFESSIONAL EMPLOYERS PRIVATE “Loyal relationships of the future are built by your actions today!” PROFESSIONAL EMPLOYERS PRIVATE LIMITED 34

THREE SERVICE ENCOUNTERS § § § Service Encounters of the First Kind Service Encounters THREE SERVICE ENCOUNTERS § § § Service Encounters of the First Kind Service Encounters of the Second Kind Service Encounters of the Third Kind PROFESSIONAL EMPLOYERS PRIVATE LIMITED 35

SERVICE ENCOUNTERS OF THE FIRST KIND § § ‘What do you want? ’ SERVICE ENCOUNTERS OF THE FIRST KIND § § ‘What do you want? ’ "I want your product "X" by time and date "Y" at your listed price "Z". PROFESSIONAL EMPLOYERS PRIVATE LIMITED 36

SERVICE ENCOUNTERS OF THE SECOND KIND § § “What do you want and How SERVICE ENCOUNTERS OF THE SECOND KIND § § “What do you want and How do you want it? ” "I want your product "X" by time and date "Y" at your listed price "Z". And I want it special, I want it …my way. ” PROFESSIONAL EMPLOYERS PRIVATE LIMITED 37

SERVICE ENCOUNTERS OF THE THIRD KIND § § ‘ What do You Want to SERVICE ENCOUNTERS OF THE THIRD KIND § § ‘ What do You Want to Become? ’ “ As a matter of fact, I’m not sure. But can we discuss? ” PROFESSIONAL EMPLOYERS PRIVATE LIMITED 38

STRIKING A WIN-WIN DEAL I Lose / You Win I Lose / You Lose STRIKING A WIN-WIN DEAL I Lose / You Win I Lose / You Lose PROFESSIONAL EMPLOYERS PRIVATE LIMITED I Win / You Win I Win / You Lose 39

Turn Customer Service Inside Out! PROFESSIONAL EMPLOYERS PRIVATE LIMITED 40 Turn Customer Service Inside Out! PROFESSIONAL EMPLOYERS PRIVATE LIMITED 40

When we think of customer service we think of staff serving customers over a When we think of customer service we think of staff serving customers over a counter or over the phone. But customer service occurs within your organization as well. PROFESSIONAL EMPLOYERS PRIVATE LIMITED 41

How well is your staff serving its internal customers: other departments, its management, vendors How well is your staff serving its internal customers: other departments, its management, vendors and consultants? Believe it or not, it all counts PROFESSIONAL EMPLOYERS PRIVATE LIMITED 42

Poor Internal Customer Service Negatively Impacts External Customers PROFESSIONAL EMPLOYERS PRIVATE LIMITED 43 Poor Internal Customer Service Negatively Impacts External Customers PROFESSIONAL EMPLOYERS PRIVATE LIMITED 43

While companies focus thousands of rupees on external customer service in hopes of wooing While companies focus thousands of rupees on external customer service in hopes of wooing and retaining customers, little attention is being paid to the effect poor internal customer service has on customer satisfaction. It all starts within your organization! PROFESSIONAL EMPLOYERS PRIVATE LIMITED 44

What goes around usually comes around. Helping other departments succeed can help yours too What goes around usually comes around. Helping other departments succeed can help yours too when the roles are reversed. PROFESSIONAL EMPLOYERS PRIVATE LIMITED 45

WALK YOUR SERVICE TALK Make sure your commitment to internal customer service matches your WALK YOUR SERVICE TALK Make sure your commitment to internal customer service matches your company's external focus on customer care. PROFESSIONAL EMPLOYERS PRIVATE LIMITED 46

TIP # ONE: TURNING CUSTOMER SERVICE INSIDE OUT Never complain within earshot of customers. TIP # ONE: TURNING CUSTOMER SERVICE INSIDE OUT Never complain within earshot of customers. It gives them the impression your company isn't well run, shaking their confidence in you. PROFESSIONAL EMPLOYERS PRIVATE LIMITED 47

TIP # TWO: TURNING CUSTOMER SERVICE INSIDE OUT Never complain to customers about other TIP # TWO: TURNING CUSTOMER SERVICE INSIDE OUT Never complain to customers about other department's employees. Who wants to patronize a company whose people don't get along with each other. PROFESSIONAL EMPLOYERS PRIVATE LIMITED 48

TIP # THREE: TURNING CUSTOMER SERVICE INSIDE OUT Employees at every level should strive TIP # THREE: TURNING CUSTOMER SERVICE INSIDE OUT Employees at every level should strive to build bridges between departments. This can be done through cross training, joint picnics, parties or offsite, or creative gatherings, as well as day-to-day niceties PROFESSIONAL EMPLOYERS PRIVATE LIMITED 49

TIP # FOUR: TURNING CUSTOMER SERVICE INSIDE OUT Utilize post-mortems after joint projects so TIP # FOUR: TURNING CUSTOMER SERVICE INSIDE OUT Utilize post-mortems after joint projects so everyone can learn from the experience. Fences can be mended and new understandings gleaned when everyone reviews what went right. . . or wrong PROFESSIONAL EMPLOYERS PRIVATE LIMITED 50

Tip # Five: Turning Customer Service Inside Out Consider letting your employees become Tip # Five: Turning Customer Service Inside Out Consider letting your employees become "Customer for a Day" to experience firsthand what your customers experience when doing business with you. PROFESSIONAL EMPLOYERS PRIVATE LIMITED 51