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  • Good Customer Service

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    Gps7676
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    100% said they've witnessed incivility at work. 25% said it's hard to keep a positive attitude when dealing with customers. 20% felt most customers were too demanding. 15% said that dealing with customers gets in the way of getting their job done.

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    100% said they've witnessed incivility at work. 25% said it's hard to keep a positive attitude when dealing with customers. 20% felt most customers were too demanding. 15% said that dealing with customers gets in the way of getting their job done.

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    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
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    8 views18 pages

    Good Customer Service

    Uploaded by

    Gps7676
    100% said they've witnessed incivility at work. 25% said it's hard to keep a positive attitude when dealing with customers. 20% felt most customers were too demanding. 15% said that dealing with customers gets in the way of getting their job done.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pptx, pdf, or txt
    of 18

    Customer dies/moves away

    4%

    Customer influenced by friends


    Customer lured away by competitions Customer turned away by an attitude of indifference on part of service provider.

    5%
    9%

    Customer dissatisfied with product quality 14%

    68%

    Lets grade ourselves...

    or

    -- Appearance of our facilities -- Appearance of our people -- How we treat our customers -- How we treat each other

    RUDE
    INDIFFERENT

    EXCEPTIONAL

    FRIENDLINESS UNDERSTANDING AND EMPATHY

    FAIRNESS
    CONTROL INFORMATION OPTIONS AND ALTERNATIVES
    Individual Strategies!

    Eye to Eye About Face From the Waist Up Nod Face the Customer Lean Forward

    Tone Of Voice
    38% Words 7%

    Body Language 55%

    A Touchy Subject

    Individual Strategies

    (Survey of 1, 000 applicants for customer service jobs)

    100% said theyve witnessed incivility at work.

    25% said its hard to keep a positive attitude when dealing with customers.
    20% felt most customers were too demanding. 15% said that dealing with customers gets in the way of getting their job done.
    Individual Strategies

    Sometimes circumstances force you to say no.

    Saying yes does not guarantee a happy customer.


    Saying no does not mean that you have to end up with an unhappy customer.

    Individual Strategies

    1. THE HARD NO
    Never in a million years

    2. THE SERVICE NO
    What I will do is What you can do is...
    Individual Strategies

    STEP 1: Let the customer vent Zip your lip Dont take it personally
    Dealing with Difficult People

    I can see why you feel that way.

    I see what you mean. That must be very upsetting.


    I understand how frustrating this must be. Im sorry about this.

    Dealing with Difficult People

    Gather any additional information you need.

    Double-check all the facts.

    Dealing with Difficult People

    Mutually Agree on the Solution

    Dealing with Difficult People

    Dealing with Difficult People

    Expand Your Definition of Service

    Beware of Your Body Language

    Remember the 5 Steps in Dealing with Difficult Customers: 1. Let the Customer Vent 2. Express Empathy 3.. Problem Solve 4. Agree on a Solution 5.. Follow-Up

    FEDERAL GOVT= 69 BANKS= 68 FOOD LION= 71 UTILITIES= 75

    PIZZA HUT= 68 MCDONALDS= 61 PUBLIX= 82 SAMS CLUB= 78

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