SERVICE EXCELLENCE

Excellent Service is enjoying giving People a little more than they expect

WHY SERVICE EXCELLENCE?

Customer expectations are higher than ever before The service industry is growing Competition for resources keeps increasing Change in management values- from reactive/ responsive to creative/proactive mode Excellent service is profitable

SERVICE MANAGEMENT
. Is a total organizational approach that makes excellent service, as perceived by the customer, the No. 1 driving force for the operation of the business. It is customer-focused, not inwardly-focused. It is customer driven, not product or technology driven Service is integrated, not departmentalized.

CUSTOMER SERVICE

..is the organizations responsiveness to the needs of customers. It is service that combines technical knowledge and professional attitude with friendliness and courtesy toward customers. .involves all the activities that the organization conducts or performs to satisfy its customers. This means more than just handling complaints and smiling at customers. Customer service means going out of your way for the customer, doing everything possible to satisfy the customer and making decisions that benefit the customer.

C U S T O M

- Critical to the existence and survival of the company - User / recipient of the products and/or service. - Sets the standard - Treated with dignity and respect - Our ally - Made of flesh and blood - Entitled to the best product/service we can deliver - Right to change his mind

E
R

TYPES OF CUSTOMER
Direct- individuals or organizations who avail themselves of your products (results, outputs) or services (expertise, knowledge) for their personal or organizations use.
Indirect individuals or organizations that benefit from your products or service through another party or from a direct customer.

FOUR BASIC PERSONAL NEEDS

1.

Need to be UNDERSTOOD
Those who select your service need to feel they are communicating effectively. This means the message they send should be interpreted correctly. Emotions or language barrier can get in the way of proper understanding.

Four Basic.cont.

2.

Need to feel WELCOME

Anyone doing business with you who feels like an outsider will not return. People need to feel you are happy to see them and that their business is important to you.

Four Basic.cont.

3.

Need to feel IMPORTANT

Ego and self-esteem are powerful human needs. We all like to feel important. Anything you can do to make a great feel special is a step in the right direction.

Four Basic.cont.

4.

Need for COMFORT

Customers need physical comfort; a place to wait, rest, talk or do business. They also need psychological comfort; the assurance they will be taken care of properly, and the confidence you will meet their needs.

CUSTOMERS EXPRESSIONS OF SATISFACTION

CUSTOMER . . .

anyone internal or external to the organization for whom your work, (products, results, outputs) or services ( expertise, knowledge) are produced or intended. anyone whose success or satisfaction depends on your action.

UNDERSTANDING OURSELVES AND THE CUSTOMERS

What drives us Crazy? (What do customers say and do that drive us crazy) _____________________________ _____________________________ _____________________________ _____________________________ _____________________________

UNDERSTANDING OURSELVES AND THE CUSTOMERS

What drives us Crazy? (What do customers say and do that drive us crazy) _____________________________ _____________________________ _____________________________ _____________________________ _____________________________

COMMON DIFFICULTIES IN ORGANIZATIONAL CHANGE EFFORT

Organizational Culture/Climate Problems

(some departments may, at present care about customers; others may not) Quality of Work Life Problems (budget, management issues)

TYPES OF CUSTOMER
Direct- individuals or organizations who avail themselves of your products (results, outputs) or services (expertise, knowledge) for their personal or organizations use.
Indirect individuals or organizations that benefit from your products or service through another party or from a direct customer.

HOW DO WE SATISFY OUR CUSTOMERS?

I. Know what they need

PERSONAL NEEDS - every

customer needs to be recognized, treated with respect and made to feel important.

BUSINESS NEEDS - the products

and/or services that are being offered.

How do we satisfycont.

II. Meet or exceed the need

a. Acknowledge the person
Customers need to be taken care of promptly and courteously. They dont have time to wait for someone attending to other business. Suggested Phrases: Good morning. Welcome to ____. My name is ____. I am pleased to meet you. I am ____.

How do we satisfycont.
b. Clarify the situation

Before you can satisfy the business needs of your customer, you must find out the details of the situation. Suggested Phrases: Can you describe the situation in detail? How many will you need? What are your specifications?

c. Involve the customer in the interaction

Most customers would want to be involved in developing a course of action in response to their needs. They are more likely to be satisfied with solutions theyve helped generate.

Suggested Phrases:
What did you have in mind? How do you think we should handle that? Which would you prefer, ____ or _____?

III. After-sales service

Not all service interactions end when the customer leaves or hangs up the phone. Customers expect you to keep your promises and they like to be kept informed. They will appreciate unexpected phone calls to check for satisfaction. Monitoring can also be done through field visits and letters.

ATTITUDE IS YOUR KEY TO SERVICE EXCELLENCE Your attitude towards customers influences your behavior. You cannot always camouflage how you feel. Your attitude determines the level of your job satisfaction. Your attitude affects everyone who comes in contact with you, either in person or on the telephone. Your attitude is not only reflected by your tone of voice, but also by the way you stand or sit, your facial expression, and other non-verbal ways. Your attitude is not fixed. The attitude you choose to display is up to you.

TELEPHONE ETIQUETTE

G - Greet I - Identify

S - Satisfy
T - Thank

TIPS ON TELEPHONE CONVERSATION

Answer the telephone as quickly as possible. Dont wait for the second ring. Be ready to talk right away. Dont wait for the caller to talk first. Introduce yourself first. Be sure to identify your company and yourself if necessary.

Be friendly. You should sound interested in what the caller is going to say.
Speak plainly. Dont mumble your words and say aloud. Make sure the caller understands what you say.

Tips oncont.

Transfer calls thoughtfully. The listener appreciates knowing why and to whom he is being transferred. Stay with the caller until the transfer is completed.
Volunteer to assist, questions like, Is there something I can do for you? may help the caller deliver his message. When asking for the identity of the caller, avoid asking, Whos calling? or Who is this?. A more polite question is, May I know whos calling?. Stay on line. While waiting for the person called for, you may keep the caller company if possible.

Tips oncont.

Take the message willingly. Write the message down on a paper and deliver them immediately.
Record important information. A few words may mean a big amount of money. Talk with the person, not a the telephone - with a properly modulated tone, not in a loud voice. Bid goodbye pleasantly, replace receiver gently. Freshen up your voice. Keep your voice fresh for the next caller.

SKILLS IN HANDLING CUSTOMERS

Prepare yourself.
Listen rationally. Establish rapport. Involve the customer in making decisions/ choosing options. Confirm and close. Follow-through.

HOW TO HANDLE CUSTOMER COMPLAINTS

EMPATHIZE APOLOGIZE ACT ON THE PROBLEM PROVIDE FEEDBACK What not to do . . . Fighting back Running away Explaining Operating with mixed goals

REASONS WHY CUSTOMERS DONT COMPLAIN

1. People think its not worth the time and effort. 2. They have reached a conclusion to always expect the worst. 3. They have a better option: QUIT! 4. He prefers to talk it out with other people. 5. They want to maintain their self-respect.

SATISFYING THE CUSTOMER IS NOT ENOUGH

By: Professor Mario Antonio G. Lopez

GOALS More product and service development Excellent features, model and services choices Better productivity, more pricing flexibility Set new Industry Standards The delighted Customer and No dissatisfied Customer More testimonials More referrals More recommendations

Less defections Less badmouthing

Less recapture cost Less defense and reaction expenses

No-cost advertising and promotions

More commitment to work and company

Expense

Improved capabilities Improved morale The Delighted Employee

More pride in company membership, sense of contribution

Profits

More reinvestible funds

The delighted Owner Shareholder Stakeholder

More product/services R&D More facilities upgrades More HRD

More liberal reinvestment decision

QUALITY SERVICE ATTRIBUTES

Timeliness

- waiting time, queuing time, processing time

Accuracy - error free, reliability

Courtesy

- front line manners - telephone etiquette - scope of services - availability of support

Completeness

SET QUALITY SERVICE STANDARDS

(by: William B. Martin)

Set service standards that are: CLEAR precise in meaning CONCISE short and to the point OBSERVABLE can be seen or measured REALISTIC practical and attainable IMPORTANCE OF SETTING QUALITY SERVICE STANDARDS: Establish a target Communicate expectations Create a valuable management tool

Qualitycont.

Availability Ambiance

- no. of outlets, tellers, service station

- service atmosphere - cleanliness - spaciousness of lobby - flexibility

Personalized Service

Convenience

- location - accessibility - parking

QUALITY SERVICE STANDARDS

Quality Service Attributes a. Timeliness - Waiting Time - Queuing Time - Processing Time b. Accuracy c. Courtesy d. Completeness e. Availability f. Ambiance g. Personalized Service h. Convenience Standards

End of Slide Thank you!!!!!!!

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