LEARNING OBJECTIVES - Human Resources

[Pages:10]Presented by Jules Keith-Le

Learning and Development Human Resources Department

LEARNING OBJECTIVES

Define "Customer Service" Identify the difference between internal and external customers Explore techniques for delivering excellent customer service Examine the impact of unsatisfactory customer service Share techniques for helping customers with complaints Identify ways to communicate effectively and respectfully with

customers

WHEN YOU ARE THE CUSTOMER

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What Is Customer Service?

Any interaction that a person has with our organization while they are conducting business

The ability of the organization's employee to provide a service or product in the way it has been promised

Treating customers with respect, individuality, empathy and personal attention

Who Are Customers?

Customers are people who need your assistance Customers are not an interruption to our daily job

function, but the purpose for that function Customers are a part of our business, they are not

"outsiders" Customers are the University's biggest asset Customers will go where they receive the best attention

Are the reason we have a job!!!

WHO ARE OUR CUSTOMERS?

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Types of Customers

Internal Customers External Customers

Internal Customer

An individual or a group of people you interact with and serve within the organization

Example: IT, Food Service, Logistics, Human Resources, Faculty, Students, Facilities and Housekeeping...

External Customer

Someone who comes to your organization for products or services ? the end customer

These customers depend on the timelines, quality, and accuracy of your organization's work

Example: Vendors

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Qualities Important to Customers

Accuracy Friendliness Timeliness Efficiency Courtesy Honesty

Customer Service - GUEST

G - Greet the customer U - Understand customer needs E - Explain features and benefits S - Suggest additional items T - Thank the customer

Good Customer Service

Good customer service is when the customer gets the treatment that meets their expectations

Customer Expectation

Customer Reality

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Unsatisfactory Customer Service

Unsatisfactory customer service is when customers receive treatment which is less than their expectations

Customer Expectation

Customer Reality

Excellent Customer Service

When YOU exceed the customer's expectations, Good Service becomes Excellent Service!

Customer Expectation

Excellent Customer Reality

Why Do Customers Leave?

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Why Customers Leave?

Poor Service Better Prices Dissatisfaction Other

9% 13%

22% 69%

9%

CUSTOMER SERVICE IMPACT FACTS

A typical dissatisfied customer will tell 8 to 10 people about their problem

7 out 10 unsatisfied customers will do business with you again if you resolve their complaint in their favor

If you resolve a complaint on the spot, 95% will do business again

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Complaint Handling

Apologize for the customer's negative experience

Thank the customer for sharing the complaint Listen actively and show interest Show Empathy ? Put yourself in the customer's

place

Complaint Handling

Resolve that matter if it is within your control Bring the matter to your supervisors attention If the matter is not resolved, take down the customer's

details (name, telephone number, address, account, etc) to follow-up with them with a solution in a timely manner

Don't take customer complaints personally!

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The Angry Customer

The Facts

A mistake has made the customer mad Uncontrollable external issues may have aggravated the

matter

How to Handle the Situation

Let the customer finish talking ? use ACTIVE LISTENING Don't Interrupt Diffuse the anger before trying to solve the problem

The Demanding Customer

The Facts

The customer wants more than you can realistically offer They are not easily satisfied

How to Handle the Situation

Be firm yet polite Be professional Avoid being too docile but not rude Accept that there will be some customers you cannot satisfy

The Passive Customer

The Facts

The customer listens to you Is quiet, meek, and extra polite Will sound apologetic about their complaint

How to Handle the Situation

Listen carefully to what they have to say Sound professional and don't brush them aside Gain their confidence and resolve their issue

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