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2. Contents:
• Understanding Quality Service and Service
Culture
• Key skills fro Quality Customer Service
• Addressing Customer Different Behavior Style
• Steps to Resolve Service Breakdown
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3. www.studyMarketing.org
Please visit for more
presentation on strategy, marketing, service,
and innovation.
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4. Service Winners……
Those with a positive attitude and cheerful outlook
Those with the ability to put the customer on “center stage”
Those who genuinely enjoy working with and for other
people
Those who view their job primarily as a human relations
profession
Those who can allow customers to be right (even on the
occasions when they are not
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5. Service is…..
• Customer in a restaurant want more than a
meal
• Guests in hotels want more than a room
• Client in a transaction want more than a
settlement
• Customer want more that just the product or
service that is offered – they also want to be
treated well
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6. Service is Intangible
Intangibles deal with the human
side of an organization
Service is
Intangible
They include human emotion,
behaviors, understanding ,
feelings and perceptions
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7. Service is Intangible
Examples of service • Satisfaction
intangible: • Attentiveness
• Flow
• Helpfulness
• Sensitivity
• Tone
• Attitude
• Knowledge
• Understanding
• Tact
• Guidance
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8. Two Dimensions of Service
The procedural dimension
Consist of the established
systems and procedures to
deliver products and/ or services
SERVICE
SERVICE
The personal dimension
How service providers (using
their attitudes, behaviors, and
verbal skills) interact with
customers
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9. Two dimensions of Service
The Freezer The Factory
Low in both personal and Good in procedural service, bad in
procedural service. Motto: personal service. Motto: `` You are
``We don’t care’’ number. We are here to process
you’’
The Friendly Zoo
Bad in procedural service, good Quality Customer Service
in personal service. Motto: `` We Excellent in both the procedural
are trying hard, but don’t really dimensions. Motto: `` We care
know we are doing’’ and we deliver’’
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11. Five Elements of Quality Service
Reliability Assurance Tangible
Empathy Responsiveness
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12. Five Elements of Quality Service
• The ability to provide what
was promised , dependably
Reliability and accurately
• Action strategy : make sure
that you correctly identify
customer needs, promise
only what you can deliver ,
and follow through to ensure
that the product or service
was received as promised
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13. Five Elements of Quality Service
• The knowledge and courtesy
of employees, and their ability
Assurance to convey trust and
confidence
• Action strategy : take the time
to serve customers one at a
time Provide service
assertively by using positive
communication techniques
and describing products and
services accurately
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14. Five Elements of Quality Service
• The physical facilities and
Tangible equipment and the
appearance of personnel
• Action Strategy : maintain
workplaces in a neat, orderly
manner, dress professionally,
and maintain excellent
grooming and hygiene
standards
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15. Five Elements of Quality Service
• The degree of caring and
Empathy individual attention provided
to customers
• Action strategy : listen for
emotions in your customers
messages. Put yourself in their
place and respond
compassionately by offering
service to address their needs
and concerns
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16. Five Elements of Quality Service
• The willingness to help
Responsiveness customers and provide
prompt services
• Action strategy : project a
positive, can-do attitude.
Take immediate steps to
help customers and satisfy
needs
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17. Service Culture Components
Service mission
Employee roles and
Delivery system
expectations
Training
SERVICE Policies and
procedures
CULTURE
Motivators and Management
reward Support
Products and
services
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18. Service Culture Components
The direct or vision of an organization
Service mission that supports day-to-day interaction
with the customers
The material, products, and services
Products that are state of the art, competitively
and services
priced, and meet the needs of the
customers
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19. Service Culture Components
The way organization deliver its products and
Delivery system services
Instruction or information provided through a
variety of techniques that teach knowledge or
Training skills, or attempt to influence employee
attitude toward excellent service delivery
Monetary rewards, material items, of feedback
Motivators and
that prompts employees to continue to deliver
reward service and perform at a high level of
effectiveness and efficiency
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20. Service Culture Components…
The specific measures that indicates what is
Employee roles and
expected of employees in customer
expectations interactions and that define how employee
service performance will be evaluated
The guidelines that establish how various
Policies and situations of transactions will be handled
procedures
The availability of management to answer
Management
questions and assist frontline employees in
Support customer interaction when necessary
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22. What You Should know?
Know your
Organization
Customer
Know your
Service
Person Products/ Service
Know your
Customers
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23. Know Your Organization
• Organization
Know your
• Know your • Organization vision
mission and mission
Organization
Organization • and vision
Organization culture
•• Organization culture
Customer
• Customer interaction
interaction policy ad
policy ad procedures
procedures
•• Company support for
Company support
product/ service
for product/ service
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24. Know Your Products / Service
• Product/service
• development and
Product/service
• Knowyour
Know Your
development and
quality improvement
Product/Service
Products/ Service
process improvement
quality
process
• Product/Service
• configuration
Product/Service
configuration
• Performance data and
• specification data and
Performance
specification
• Maintenance and care
• Maintenance and care
• Price delivery
• Price delivery
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25. Know Your Customers
• Customer Needs
Know your • Customers Concerns
• Customer Needs
Customers • • Customer Personality
Customers Concerns
• Customer Personality
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26. Developing Excellent Communication
with Customer
Excellent Verbal
Communication skills
Productive
Relationship
Excellent Non-Verbal with
Communication skills Customers
Excellent Listening Skills
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27. Excellent Verbal communication with
customers
• Plan your messages
• Greet customer warmly
Communicating and sincerely
Positively… • Be specific
• Use “small talk “
• Use simple language
• Paraphrase
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28. Excellent Verbal communication with
customers
• Ask positively phrased question
( Instead, ‘’Why do you feel
that way’’, use: What makes
you feel that way? Instead,
Communicating Why do you want that color,
Positively…
use: What other colors have
you considered?)
• Communicate to your
customer’s style
• Agree with customers
• Solicit customer feedback and
participation 28

29. Excellent Verbal communication with
customers
Words and Phrases that
build relationship:
Please
Communicating Thank you
Positively… I can or will
How may I help you?
I understand how you feel
You’re right
May I
Would you mind…
I apologize for…
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30. Excellent Verbal communication with
customers
Words and phrases that damage
relationship:
You don’t understand
Avoiding You don’t see my point
Negative Hold on a second
Communication
Our policy says (or prohibits)
That’s not my responsibility
What you need to do is…
Why don’t you
The word “problem”
The word “but”
The word “ no”
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31. Excellent Verbal communication with
customers
Six C of giving good information to
customers
Clear Concise Correct
Complete Courteous Concrete
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32. Non verbal-communication with customers
Body language
Volume cues
Non verbal
Behavior Appearance and
Grooming
Miscellaneous
Cues
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33. Non verbal-communication with customers
Body Language Volume Cue
• Pitch
• Volume
• Eye contact • Rate of Speech
• Posture • Voice quality
• Facial expression • Articulation
• Gestures • Pauses
• Silence
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34. Non verbal-communication with customers
Appearance and Miscellaneous
Grooming cues
• Hygiene (regular
washing and • Personal habits
combing of hair, • Proper
use mouthwash etiquette and
and deodorant) manners
• Clothing and
accessories
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35. Positive and Negative Communication Behavior
POSITIVE NEGATIVE
• Brief eye contact • Yawning
• Frowning or sneering
• Eyes wide open • Attending to matters other than
• Smiling the customer
• Nodding affirmatively • Leaning away from customers as
he/she speaks
• Expresses body gestures • Subdued or minimal hand
• Open body stance gestures
• Staring blankly or coolly at
• Listening actively customers
• Remaining silent as customer • interrupting
speaks • Pointing finger or object at
customer
• Gesturing with open hand • Disorganized , cluttered work
• Clean , organize work area space
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36. Characteristics of Good Listener
1. Empathy
2. Understanding
3. Patience
Good
4. Attentiveness
5. Objectivity Listener
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37. Strategies for Improved Listening
• Stop talking!
• Prepare yourself
• Listen Actively
• Show willingness to listen
• Show empathy
• Send positive non-verbal cues
• Don’t argue
• Ask questions
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38. To listen more effectively…
• Attend Physically –the right language helps us to
focus on the customer and encourages the
customer to give us more information
• Attend mentally – follow the customer’s flow of
thought, listen to understand, not evaluate; listen
first, then assess
• Check it verbally –paraphrase, clarify, probe
further, summarize your understanding
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39. Dealing assertively with customers
• Look customers in the eyes as you speak
• Grasp firmly without crushing
• Think, plan, speak a specific question
• Stop , gather thoughts, speak
• Apologize if you make a mistake
• Increase volume, sound firm and convincing
• Take responsibility, resolve the problem
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40. Customer Focused behavior
• Act promptly
• Guide rather than direct
Customer
• Don’t rush customer
Focused
• Offer assistance
Behavior
• Don’t keep customer waiting
• Avoid unprofessional actions
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41. Addressing Customer
Needs and Behavior Style
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42. Addressing Customer Needs
To feel welcome To feel appreciated
To be understood To feel important
To feel comfortable To be respected
Customer needs
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43. Addressing Customer Needs
To feel welcome Use an enthusiastic greeting,
To feel welcome smile, use the customer’s name, thank the
customer, be positive
To be understood To be understood Listen actively, paraphrase,
ask key question, give positive feedback,
empathize
To feel To feel comfortable Use enthusiastic welcome,
comfortable relieve anxiety through friendly
communication, explain your action calmly,
ensure physical comfort
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44. Addressing Customer Needs
To feel appreciated thank you the customer,
To feel welcome follow up, go beyond service expectations,
provide “special” offers, remember special
details about the customers
To be understood Use the customer’s name, give special treatment
when possible, elicit opinions
To feel Listen, don’t interrupt, acknowledge the
comfortable customer’s emotions and concerns, take time to
serve, ask advice elicit feedback.
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45. Four Style of Behavior
Dominance Steadiness
Influencing Compliance
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46. Four Styles of Behavior
• Appearance to be quite busy
• May give the impression of not listening
Dominance • Displays a serious attitude
• Voices strong opinions
• Appears quite active
Influencing • Takes social initiatives in most cases
• Likes to encourage informality
• Expresses emotional opinions(feelings)
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47. Four Styles of Behavior
• Give the appearance of being quite and
reserved
Steadiness • Listed attentively to other people
• Tend to avoid the use of power
• Make decisions in a thoughtful and
deliberate manner
• Control emotional expressions
• Displays a preference for orderliness
Compliance • Tends to express measured opinions
• Sees difficult to get to know.
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48. Strategies to Deal with Dominance person
• Keep the relationship a businesslike as
possible
Dominance • Develop strong personal relationship[ is
not a high priority for dominance
person.
• Be as efficient, time disciplined, and well
organized as possible.
• Provide appropriate fact, figures, and
success probabilities.
• Try to identify their primary objectives
and then determine ways to support
with these objectives. 48

49. Strategies to Deal with Influencing person
• Be enthusiastic
• Avoid an approach that is too stiff
Influencing and formal
• Take time to establish goodwill and
build relationship
• Do not place too much emphasis on
fats and details.
• Plan actions that will provide support
for their opinions, ides and dreams
• Maintain good eye contact
• Be a good listener
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50. Strategies to Deal with Steadiness person
• Take time to build a social relationship with the
steadiness person
Steadiness • Spend time learning about the things that are
important in this individual’s life,
• Provide personal assurance and support for their
views
• If you disagree with a steadiness person, cur the
desire to disagree assertively; steadiness person
dislike interpersonal conflict
• Give them the time to comprehend your
explanation/response. Patience is important.
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51. Strategies to Deal with Compliance person
• Provide a thoughtful, well organized
Compliance approach
• Take a no-nonsense, businesslike
approach
• Use specific questions that show clear
direction
• Provide detailed and comprehensive
information
• Never pressure the compliance person
to make quick decisions
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52. Resolving Service
Breakdown
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53. Service Breakdown
Service breakdowns occur whenever any
products or service fail to meet the
customer’s expectations
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54. Service Recovery Strategy
Express Listen to Uncover the
respect Understand expectations
Take action Double
Outline the
and follow check for
solutions
through satisfactions
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55. Service Recovery Strategy
Express Listen to Uncover the
respect Understand expectations
Listen carefully; “Will you
“What you are empathize with the please tell me
telling me I’m customer; and do what you feel
important not make excuses or need to be
interruption “Please done?”
tell me what
happened”
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56. Service Recovery Strategy
Take action Double
Outline the and follow check for
solutions through satisfactions
“I will take this “You refund has
“I am following
action” or “ been requested. I
up to make sure
You have several will personally check
your check
choices” with accounting to
arrived”
ensure your check
goes out Friday”
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57. Roadblock to Service Recovery
• Not listening
• Lack of respect
• Inadequate materials or supporting equipment
• Poor or inadequate communication
• Lack of training
• Work conflict
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58. Dealing with Difficult People
• Don’t take it personally
• Remain calm, listen carefully
• Focus on the problem, not the person
• Reward yourself for turning a difficult
customer into a happy one
• When all else fail, ask for help
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59. Recommended Further Reading:
1. Robert W. Lucas, Customer Service: Skills and Concepts for
Success, McGraw Hill
2. William B. Martin, Quality Customer Service, Crisp Publication
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60. Thank You
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61. Managing Customer Service — Presentation Transcript
1. Managing Customer Service
2. Contents : Understanding Quality Service and Service Culture Key Skills for Quality Customer Service Address
3. www.studyMarketing.org You can download this presentation at: Please visit www.studyMarketing.org for m
4. Those with a positive attitude and a cheerful outlook Those who can allow customers to be right (even on th
5. Service is…. Customers in a restaurant want more than a meal Guests in hotels want more than a room Clien
6. Service is Intangible Service is intangible Intangibles deal with the human side of an organization They includ
7. Service is Intangible Examples of customer service intangible : Satisfaction Attentiveness Flow Helpfulness Se
8. Service The procedural dimension Consist of the established systems and procedures to deliver products and
9. Two Dimensions of Service The Freezer Low in both personal and procedural service. Motto : “We don’t care
10. Key Elements of Quality Service
11. Assurance Five Elements of Quality Service Tangible Empathy Responsiveness Reliability
12. Five Elements of Quality Service Reliability The ability to provide what was promised, dependably and accu
13. Five Elements of Quality Service Assurance The knowledge and courtesy of employees, and their ability to c
14. Five Elements of Quality Service Tangible The physical facilities and equipment and the appearance of perso
15. Five Elements of Quality Service Empathy The degree of caring and individual attention provided to custom
16. Five Elements of Quality Service Responsiveness The willingness to help customers and provide prompt ser
17. Service Culture Components Delivery System Training Motivators and reward Employee roles and expectati
18. Service Culture Components Service mission Products and services The direction or vision of an organizatio
19. Service Culture Components Delivery System Training Motivators and reward The way an organization deliv
20. Service Culture Components The specific measures that indicates what is expected of employees in custom
21. Key Skills for Quality Customer Service
22. Know Your Organization Know Your Product/Service Know Your Customer Customer Service Person What Y
23. Know Your Organization Know Your Organization Organization mission and vision Organization culture Cust
24. Know Your Product/Service Know Your Product/Service Product /service development and quality improve
25. Know Your CUSTOMERS Know Your Customers Customer Needs Customer Concerns Customer Personality
26. Developing Excellent Communication with Customers Excellent Verbal Communication Skills Excellent Non-
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27. Plan your messages Greet customer warmly and sincerely Be specific Use “small talk” Use simple language