Customer Service

Customer Service
Why do we need to treat the customers well?

They are our bread and butter.
They are the reason for my job.
They are the reason the company exists.
Customer Service
What is Superior customer service?

Providing services in a way which delights the
customer is good customer service.
Service that exceeds customer expectation and
makes you stand out from rest of the competitors.
Service that makes the customer to visit again and
again.
What does the customer expects from us
We listen to him.
Understand his needs or problem.
Acknowledge his problem.
Provide solutions.
Provide precise and accurate information.
Act quickly.
Caring Attitude.
Qualities required for excellent customer service
Good knowledge of the product or services offered.
Listening abilities.
Question or probing techniques.
Caring attitude.
Quick thinking.
Speedy and timely resolution of complaints.
Service with a smile


Customer Service Representative
Quality customer service relies on good agent, so it is
important that the agent possesses the right
attributes and qualities to deliver exceptional
customer experience.
A good agent is one who has the right mix of head
and a heart. One who enjoys his work and has the
right attitude towards life. Of all the qualities
attitude is the most important one.


What is Attitude
Attitude is the way we perceive things and situations
in our life. It is the reactive nature of an individual
towards life situations.
Attitude could be positive as well as negative.
It is necessary to show a positive attitude while
dealing with customers.
Positive attitude brings confidence and energy into a
person.
Positive attitude help a person to cope stress and
problems in a better way.
A positive attitude makes a big difference
Always be positive and enthusiastic.
Smile, be friendly and positive.
Your attitude is going to mirrored back by the
customer.
A bad mood or a bad day could be taken care of by
right attitude.
Customer doesnt care if you had a bad day.
leave your problem at home.
Customers expect you delight him by your services.

Superior Customer Service
Greet the customer with a smile.
Use the last name to address them prefixed by Mr,
Ms or Mrs.
Dont use their first name unless asked to.
You should sound energetic and confident.
Compliment them for any special feature visible i.e a
nice tie, watch, decorated office, nice voice etc.
Be a good listener.
Identify and anticipate needs.

Superior customer Service
Make customer feel important and appreciated.
Make customer understand your product and system.
Be ready to help.
Listen to their requirements.
Provide appropriate suggestions.
Be alert keep an eye on customer choice and preferences.
Apologize when things go wrong.
Give more then expected.
Get regular feedback.
Thank the customer for their visit.
Handling Difficult or Angry Customers
1) Apologize: An apology makes the angry
customer feel heard and understood. It
defuses anger and allows to establish trust.

2) Diplomacy and Empathy: Use carefully
worded sentences and phrases to kill the
anger brewing in them like Getting to the
bottom of this issue is as much important me
as it is to you or I am sorry to hear that


Handling Difficult or Angry Customers
3) Responsibility: Acknowledge the deficiency in the
service. Commit to them that you will take care
of the issue or investigate the matter personally
and will callback within a required timeframe.

4) Computer Mode: If the customer is still angry and
irate then get into computer mode, computer
mode is unemotional neutral. This forces the
customer to stop right in their tracks as you dont
fall into the emotional trap and it helps you to
regain control.


Handling Difficult or Angry Customers
5) Assertive : If the situation further escalates or the
customers gets abusive get assertive ask Have I
personally done something to harm you, I am here to
help if you dont want that than call when you need it.

6) Appreciate : Show appreciation for the feedback. Thank
the customer for his patience. Welcome customer
complaints.


Managing Yourself
Do not return anger with anger. Remember customer
has nothing personal against you he is reacting to the
deficiency in service.
Dont get emotional.
Dont react respond.
Keep control of situations.
Apologize whenever required.
Be calm and composed always.