BUT, I DON’T HAVE
CUSTOMERS!
Session for MMA by:
Suresh Vijendran
Workshop Objectives
Deal
What Identify Connect
with
custome custome with
difficult
r service r’s custome
custome
means needs rs
rs
Pre-Assignment Review
Think about what you are doing
now to provide customer
service
What are your customer service
strengths?
What are your customer service
weaknesses?
Who Are Customers?
• Outside the
Extern organization
al • Traditional
customers
• Peers
Intern • Inside the
al organization
Needs of the Customers
• What a customer
Rational actually needs
• How a customer
Emotion wants to feel
al about their
experience
Why Customer Service is
hard
Difficult Customer
Defective Products
Challenging co-workers
Inflexible Policies
What Is Customer Service?
Attentio
Essentia Pre-
n of
l sales
staff
After
Point of
sales
sale
service
Appearance Counts!
Customer
opinions
matter
Dress for your
role
Maintain
standards of
dress
The Power of a Smile
Friendly
Positive
experience
Welcoming
Retention tool
Stay Energized
Eat well
Plug into
others
Music
Stay
humorous
Staying Positive
Personalize your
workspace
View negative situations
as learning opportunities
Learn new things
Outlook and attitude are
essential
Understanding the Customer’s
Situation
Allow the
customer to
communicate
Identify their
needs
Learn from
experience
Staying Outside the Box
Don’t be judgemental
Let the customer guide
you
Don’t judge by their
appearance
Pause and listen
Meeting Basic Needs
Friendline
ss
Empathy
Fairness
Informati
on
Going the Extra Mile
Give
Remembe Return
Likes and informati
r their calls
dislikes on on
name promptly
specials
There is a
Generating Return place in the
world for
Business any business
that takes
care of its
People who have been in business customers
for a while know the value of return — after the
sale.
business. Experts believe that it
costs at least five times more to Harvey
attract a new customer than it does MacKay
to keep existing ones. If you think
about the cost of advertising and
salespeople, you can see why
winning new a customer is so much
more expensive.
Following Up
After a After
sale contact
Major part
of Powerful
customer tool
service
Addressing Complaints
To be taken seriously
To be listened to
To be respected
To receive a quick response
Turning Difficult Customers
Around
You don’t know the answer, but you will
find it out
Explain why you have to say no
Offer alternates
Offer proof
Explain why you need information
Your most
Recovering Difficult unhappy
Customers customer
s are your
greatest
One of the hardest challenges
source of
customer service staff face is learning.
dealing with difficult customers.
Sometimes customers have a Bill
legitimate reason to be upset and Gates
sometimes they don’t. In either
case, customer service staff needs
to be prepared for dealing with
difficult customers and finding
ways to win them back.
De-Escalating Anger
Speak in a calm
manner
Liste
n
Get to the source of
the issue
Let them know you feel the
issue is important
Establishing Common
Ground
On the same team
Have the customer part of the
process
Common goal
Formulate a solution
Keep them in the loop
Setting Your Limits
Explain why
How you say it is
important
Offer
alternatives
Managing Your Own Emotions
Composure
Don’t
escalate the
situation
Keep calm
You are a
human being
Ten Things You Can Do to Here is a
WOW Customers Every Time simple but
powerful rule
— always
Meeting the basic needs of
give people
customers is only the first step in
more than
providing great customer service. If what they
you want to make a lasting expect.
impression on customers, you need Nelson
to go the extra mile. Giving Boswell
customers more than they expect
will not only keep them coming
back, but it will also inspire to tell
their friends about the great
service they received.
Ten Tips (I)
Greet customers with a
smile
Be helpful
Know your product or
service
Don’t make them feel
inadequate
Listen to your customers
Ten Tips (II)
Employees will treat
customers the way they are
treated by management
Feel Important and
appreciated
Make things easy
Throw in something extra
Say thank you
Questions to Yourself
What customer service
goals would you like to
achieve?
How can you use your
strengths in your job?
What solutions are
within your control to
make it better?
Thank You
Suresh Vijendran
9840986285
[email protected]
