19 & 20 October 2016

Kepentingan untuk WOWkan pelanggan

Menambahbaik keberkesanan komunikasi
dengan pelanggan
Memupuk kemahiran komunikasi dan impresi
yang WOW
Menambahbaik kemahiran perbualan telefon
Bagaimana mewujudkan pengalaman yang
WOW semasa bertemu pelanggan
Menetapkan jangkaan pelanggan ke arah
WOW
Bagaimana menguruskan pelanggan bermasalah
What is Customer Experience ?
The sum of all experiences a consumer has
with a supplier of goods or services over the
entire duration of their relationship and
emotional attachment with that supplier
and the organisation
Khidmat Pelanggan Luar Biasa
Membuat pelanggan gembira
Memberikan perkhidmatan yang berkualiti
Memenuhi kehendak pelanggan
Pelanggan akan gembira ! WOW !
 CUSTOMER IS ALWAYS RIGHT

Perlu hormat pelanggan, bukannya apa yang

pelanggan cakap semua betul
Letakkan pelanggan di tempat yang positif
KNOWLEDGE SKILLS ATTITUDE

Proses borang Kemasukan Data Sopan

I.T. / Dapatkan maklumat Empathy (meletakkan diri

Serahan saman
dari orang awam (lokasi) kita di tempat seseorang)

Tahu Akta Pemeriksaan Tegas tapi mesra

 What is the Branded Customer
Experience ?
An EXPERIENCE a customer has with an
organization, resulting form the CONSISTENT
CREATION OF EMOTIONAL ATTACHMENT.
 4 Levels of Service

You WOW!
The Customer
You
Wished (Yg dimahukan)
COULD
You
Expected (Yang dijangka)
SHOULD
You
MUST Essential/The Norm (Biasa-biasa)
KOMUNIKASI
Service Professional Competencies
Attentiveness/Goal Oriented Focus
Clear Communication Skills/Accuracy of Information
Tenacity/Ability to Use Positive Language
Time Management Skills/Independent
Rapport Building/Ability to Read Customers
Patience/A Calming Presence/Ability to Handle
Surprises
Problem Solving/Troubleshooting Skills
Managing Challenging Customers/Persuasive &
Influential Skills
Knowledgeable/Willingness to Learn
Service Professional Behaviors
Treats customers courteously
Responds to customer request in a timely manner
Elicits feedback from customers to monitor their
satisfaction
Considers both short and long term interests of the
customer in making service decision
Proactively identifies customer needs
Takes responsibility to resolve customers complaints
Takes business or personal risks to serve customers long
term interests
Creates strategies to help the organization serve
customers more effectively
 Communication Model

Message

E D
n e
SENDER c CHANNEL c RECEIVER
o o
d d
e e

Feedback
FIRST IMPRESSION
1. Peoples perception are shaped from their
first impressions. Perception is REALITY.
2. Conveying the RIGHT IMAGE can make all
the difference to your PERSONAL and
PROFESSIONAL SUCCESS.
How are first impressions created?
Appearance
Body Language
Vocal Cues
How we say it
What we say
Types of Listening
Social Listening because of social pressure
Courteous Listening out of respect
Active Listening listen to paraphrase
Serious Listening listen to know more
Factors that Hinder Listening
Emotions
Habit to answer before fully understanding
question
Problem of tolerating distraction.
Personal prejudice
Types of Questions
Open Question 5W 1H, bila tak banyak
detail
Closed Question Answer by YES or NO
Split Question customers are given 2 or
more optional answers
Assumptive Question anggap jawapan ada
dalam soalan
Effective Listening means
They talk, WE LISTEN
We dont INTERRUPT
We PAY ATTENTION to what they are saying
rather than sitting there pretending to listen
whilst planning our next statement
We write down KEY POINTS
Check Your Understanding
Dont TUNE OUT (leka/tak fokus) the things
that we might be less pleased to hear
Form time to time, PARAPHRASE (ulang) to
the customer
Practice SERIOUS LISTENING
Be honest, dont PRETEND & ASSUME
Ask QUESTIONS to clarify anything you are
not sure
WOW Telephone Etiquette
1. The Welcome
Greeting : Selamat pagi/tghari/petang,
Suruhanjaya Syarikat Malaysia Terengganu
Personalized Introduction: Saya Kamarul
Offering Assistance: Boleh saya bantu?

Tips:
Speed Jangan terlalu laju atau perlahan
Tonation Jangan flat macam robot
Volume sederhana
Kalau customer interrupt masa greeting, teruskan saja
Jangan guna situasi untuk tukar ayat
2. Understanding the Needs
Probe with precise questions
Use combination of question types
Acknowledge consistently when you receive
responses
Clarify clearly to better understand specific
needs
Paraphrase after receiving responses
There is never a wrong answer. Only an
UNCLEAR one.
3. Putting customers on hold
Request permission: Do you mind if I put you on
hold, Mr.Lee
Offer an explaination: while I check the system
for the information you requested?
Wait for confirmation and Acknowledge
Thank the customer: Great! Please hold.
When returning: Thank you for holding, Mr. Lee
Respect the customers time. Offer an alternative if
appropriate
Tell them what you are doing. Dont leave them in
the dark.
4. Transferring a call
1. Acknowledge: Yes, sure
Request permission: Do you mind if I put you on
hold
Provide explanation: while I transfer you?
Wait for confirmation
Thank them or acknowledge: Thank
you/Excellent! Kindly hold, Mr. Lee.
5. Closing the call
Seek confirmation/affirmation: Is there
anything I can do for you, Mr. Lee?
Wait for customers confirmation
Thank the customer: Thank you for calling
SSM. Have a nice day.
WOW Service Face to Face
The Face to Face Welcome
Smile
Eye contact
Greeting
Personalized introduction
Offering assistance
Proper Body Language
Personal Space
Smile
Handshake
Body Posture
Personal Space Reationship Zones

INTIMATE PERSONAL SOCIAL

PUBLIC
ZONE ZONE ZONE
ZONE
15 45 cm 45 cm 1.2 m 1.2 3.5 m
Over 3.5 m
Managing Difficult / Challenging
Customers
What causes conflicts?
Expectations not met
Same response on multiple calls
Gender differences
Education differences
Religion differences
Race differences
Age differences
Personal issues
Emotional states
Customer dissastisfaction process

4. Hostility
- Mula bertindak ganas

3. Enraged
- Mula bersuara kuat, mahu
tarik perhatian
2. Frustration
- Start to
complain
1. Irritation
To avoid conflicts,
Dont use Use
I cant or wont What can I do

This is my companys policy I want to help you with

Im not authorized to I am sure together we can

Its not my job Let me work on it immediately

I dont have the time We will promise you

Its your problem not ours

Youll have to speak to someone else

Positive facts about complaints
Customers still care for us
Provides feedback of information for further
improvement
The customer has faith and is giving us a
chance
Customers who have service failure will
become loyal and happy when we resolve
the issue
Angry customer has 2 separate
needs:
EMOTIONAL PHYSICAL
To be heard Wants an answer or reply

To be understood To see action taken

Too express dissatisfaction To get a solution/alternative

To be appreciated To achieve an agreement

A-D-R Respons
Steps The message
I understand how you feel and
ACKNOWLEDGE what are you going through
(empathy-faham apa yg
customer rasa)

The possible reason why this

DEFUSE happened is because (jangan
guna defuse kalau tiada apa utk
defuse)

REFOCUS Let me find a solution for you

(state the objective)
Listen to what is the real complaint

Empathize to show we listen to customers

Acknowledge any issues if its our fault

Respond with an explanation

Note issue and correct

Customer Centric Culture
Having a Customer Centric Culture
Making customers the priority
Organisational alignment
Service philosophy focus on resolution
Empower Your Self from your team
Listen to customers both internal & external
Customer Journey Mapping personalize your
service
Building trust have integrity
Maximise the value of customer feedback
THANK YOU FOR YOUR
TIME.