Transcript Customer Service Training - GJC CPP Virtual Classroom

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Customer Service Training
To Do List
9 Lessons
1 Quiz covering the first 5 Lessons
Multiple Choice Final (10 Questions)
250 Word Essay on how Customer Service is
used in your trade.
Analysis of the movie “Employee of the Month”
from the perspective of Customer Service
You will receive the “Boston Region Customer
Service Certification” that you can add to your
resume.
Customer Service
Training
Lesson One
• What is Customer Service?
• Why is It Important?
After this lesson you will…
• Understand the importance of taking
and completing customer service
training
• Be able to define customer service and
it components.
• Be able to explain the importance of
good customer service.
Customers
Customer – Someone who receives customer
service from a service deliverer.
They can be either a person or company
Webster Dictionary
Defines customer as:
•“A person Who
Buys.”
•“A person with whom
one has dealings.”
The two types of Customers…
• External Customer– A private
individual or someone who
comes from another
organization. A Paying
Customer
• Internal Customer– A
customer from another part of
the same organization.
Examples Include: Co-workers,
Classmates, Supervisors, and
Managers
Did you say Co-Workers are
customers too?
• Most Employees will
provide service to coworkers more often
• What goes around
comes around.
• Happiness spreads
• Starts at the top, ends
with the customer
What is Customer Service?
• The institute of Customer Service
defines customer service as :
• The sum total of what an
organization does to meet customer
expectations and to produce
customer satisfaction.
• Customer service generally involves
service teamwork and service
partnerships.
Why is customer service important?
• Increases your employability
• Makes you an valuable employee.
• Only 1 out of 4 employees feel qualified
to deal with customer complaints (ICS).
• Only 1 out of 3 customer-facing staff
are trained to deal with angry
customers (ICS)
In order to provide customer
service as a team, employees
must…
• Actively listen: Listen to understand
the message.
• Practice Tolerance: Accept the fact
that others may have views and opinions
different than yours. Avoid
Disrespecting others
• Compromise: Meet half way so both
parties are satisfied by being tolerant.
Products and Services
• Organizations involved in customer service
offer a mixture of goods/products (items to
sell) and services.
• Examples of goods/products include:
Electronics, Clothes, Jewelry and Shoes.
• Examples of Services Include: Haircuts, Cell
Phone Service, Cab Rides and the Delivery of
goods.
Total Quality Management
• Abbreviated TQM. The
overall quantifier and
assurance that all parts of
a company or organization
are working well.
• Management of a process
or product that assesses
quality from start to
finish.
TQM as it relates to customer service is
assuring that good customer service occurs
at all levels, from the part time janitor to
the CEO
Who is responsible for customer
service in your work environment?
EVERYBODY
Customer Experience
What people think should happen and how
they think they should be treated when
asking for or receiving customer service.
Satisfied – Customer satisfaction is
when a customer is happy, pleased,
and satisfied with a good or service
they have received.
Dissatisfied – The exchange of
goods and services have not been a
good experience for the customer.
Customer Experience
When a customer is satisfied they are more likely
to return to your business, and this creates
customer loyalty.
• Customer Loyalty – Customers return to the
same business and/or service deliverer.
• Customer loyalty will only happen when customers
are receiving what they want. What the
customer wants is customer preference.
• Customer Preference – Customers’ individual
likes and dislikes.
Added Value
The extra, over and above the
basic product or service that an
organization makes to its
customer.
Hooray!!!!!!!! Movie Time
Specific Examples of Added Value
in HBI (Plu, EW, FM, Carp):
• Fix something small free of charge like
a squeaky hinge, small leak, level picture
frame.
• Explain what your doing to the customer
and explain how it is part of the bigger
project
• Help carry in groceries
Added Value in the Medical Trades
• Make patients feel more
comfortable
• Offer candy or a sticker to
younger patients
• Let patients use the phone for a
ride or call them a cab
• Nursing assistants can give
birthday cards, cakes or just
spend extra time with their
lonely patients
Added Value in MO :
• Allow customers to use the phone for a
ride afterwards
• Help customer complete paper work
• Have candy on your desk for internal or
external customers
• Help internal customers with projects
or assignments
Added Value in Security and
Culinary Arts
Security:
• Give customers directions
• Walk internal customers to the car
• Water plants and feed fish on weekends
Culinary:
• Offer a free dessert for customers
having a birthday
• Help internal customers with their line
duties
How does Customer Service Benefit
Companies and Organizations ?
• Competitive advantage – Customer Service is the number one
differentiator in a competitive market place. (R. Moment, 2008 )
• Competitive advantage – Nearly all customers would recommend a
company to their friends if a complaint had been resolved
efficiently (Institute of Customer Service).
• Financial Benefit–
It costs five times more to
get a customer than to keep a customer.
• Financial Benefit– Most customers would pay more for excellent
service (Institute of Customer Service)
• Total Quality Management
Terminology
• Added Value – The extra, over and above the basic product or service that an
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organization makes to its customer.
Customer – Someone who receives customer service from a service deliverer
Internal – A customer from another part of the same organization.
External – A private individual or someone who comes from another organization.
Satisfied – Customer satisfaction is when a customer is happy, pleased, and
satisfied with a good or service they have received.
Dissatisfied – The exchange of goods and services have not been a good
experience for the customer.
Customer Experience – What people think should happen and how they think they
should be treated when asking for or receiving customer service.
Customer Loyalty – Customers return to the same service deliverer.
Customer Preference – Customers’ individual likes and dislikes.
Products and Services – Organizations involved in customer service offer a
mixture of products (items to sell) and services.
Total Quality Management – Abbreviated TQM. The overall quantifier and
assurance that all parts of a company or organization are working well. Management
of a process or product that assesses quality from start to finish.