Description
The is PPT explains on the role which employees have to perform in the service industry.
Employee’s Role in Service Delivery
Critical Importance of Service Employees
They are the Service
They are the organization in the customer’s eyes
They are the Marketers
Service – Profit Chain
GOAL
Profit and growth Customer loyalty Customer Satisfaction
Service Value Employee productivity Employee Loyalty Employee satisfaction Internal quality of work life
Critical Importance of Service Employees
Reliability Responsiveness Assurance Empathy Tangibles
Service Quality
Who are they?
Are they at the bottom of the pyramid?
Are they least skilled?
Why they are called emotional labor?
Sources of Conflicts
Inter personal Inter-organizational
Person / Role Conflicts
Organization / Client Conflicts
Client / Client Conflicts
Quality / Productivity Conflicts
Human Resource Strategies in Services
Human Resource Strategies in Services
Hire the right people
Compete for the best people
Hire for Service competencies & Service inclination
Be the preferred Employer
Human Resource Strategies in Services
Develop people to deliver service Quality
Train for Technical & Interactive Skills
Empower Employees
Promote Team work
Human Resource Strategies in Services
Provide Needed support Systems
Measure internal service Quality
Provide Supportive Technology & Equipment
Develop Service Oriented Internal Processes
Human Resource Strategies in Services
Retain the Best People
Include Employees in the Company?s Vision
Treat Employees as Customer
Measure & Reward Strong Service performers
Customer Service Tools and Techniques
A : Angry Customer G : General E : Etiquette Normal R : Recovery EO : Etiquette opening EC : Etiquette closing D : Customer’s delight
General
? Above and Beyond the Call of Duty Needs
Some thing which is not required as a part of your job or duty
? Acknowledge Customer?s Needs
Make a effort to understand his needs. Customer will view you positively
? Apologize ? Active Listing
It prove that you are paying attention to the customer – (Posture –leaning)
A sincere apology can calm the customer as a part of recovery (Posture- No
? Admitting Mistakes
Customer tend to respect those who are honest & open about mistakes and errors (Posture- Neck –Yes or No)
? Appropriate Smiles
Appropriate to the situation. If the customer is angry, smile is seen as smirking or adding fuel to the fire.
? Arranging Follow-up
General
? Appropriate Nonverbal ? Completing follow-up ? Assurances of Results
stronger statement of the result
It should include 3 things, explaining customer what you will do, time required for follow-up and the way it will be communicated
Non- verbal are termed as body language which includes every posture Re- explain why the follow up was required. And ask “Any thing else, I can do for you”
? Contact Security / Authorities / Management
You are not trained for the security. Follow the SOPs of the company.
? Expert Recommendations
Explain why the expert is required, rather “ I am not aware of ”
? Privacy and Confidentiality
Many customer don?t want to disclose their whereabouts
? Bonus Buyoff
Technique involves offering something of value to the customer as compensation for inconvenience or other problems
? Finding Agreement Points
Agreement points creates good rapport with the customer
? Common Courtesy
Normal polite behavior standards- Please/Thank you, but not in emergency
? Closing Interactions Positively “Thanks for the visit” and not “sorry for inconvenience”
“ apology for delay”
? Managing Interpersonal Distance
Some times angry customer enters your interpersonal space. Don?t resist.
? Plain Language
No short forms, common jargons – Language which customer understands
? Preemptive Strike
On anticipation of service failure, acknowledging it before customer brings it. But in certain cases only.
? Probing Questions ? Providing Alternatives ? Providing a Customer Takeaway ? Referral to Supervision ? Setting Limits ? Stop Sign-Nonverbal ? Suggest an Alternative to Waiting
? Summarize the Conversation
It helps to recap, reconfirm what you are suppose to do and clarify the misunderstanding if any, at the end of discussion.
? Use Customers Name
Mr or Ms or Madam, Sir, rather Kaka, Mami, Tai, Amma, Anna (allowed if the culture allows, more of Local etiquettes
? Verbal Softeners
People don?t respond well to Language that sounds absolute, authoritainn or harsh eg – “ We never make those mistake” vs “ Its unlikely we have made mistake” few other softeners“perhaps” “sometimes” “its possible” “ occasionally”
? Thank-You
Final conversation. Has lasting effect. Reason for subsequent visit.
Angry Customer
? Avoid general statements
“How are you” “ where are you coming from”
? Managing Height Differentials/Nonverbal
Avoid face to face, cut to 90 degree position. Adjust your inter personal height
? Refocus
When angry customer goes on & on, deviates from original complaint he needs to be refocused softly on the original deficiency of service
? Not Taking the Bait ? Face-saving Out
It means not responding to the angry customer?s insults or comments
It is used were the customer has done a grave or stupid mistake. The conversation is used to avoid embarrassing or to blame a customer.
Angry Customer
? Acknowledging Without Encouraging
Principle is based on 2 principles – Acknowledge, but don?t encourage too much
? Allowing Venting
Principle – Generally 70% of customer are Venters, one who eventually calm down. Obessors are one who get angrier & angrier, the more they talk
? Audience Removal
some customer will “Play to the audience”. Remove the audience they will gradually vent. The are more of a attracters rather than complainants
? Disengaging
Technique is used for aggressive or difficult customer. Disengage him so that he will calm down. Not to be used always.- like –”give me a minute”
? Distraction
Used to divert his attention to a physical object- any brochure, forms, signs can be used
Specific Customer Situations
?When a Customer is not happy with the earlier purchase ?When a Customer unhappy about Stockout in store ?When a Customer angry about consistent Stockouts in store
?When a Customer is complaining about the long checkout Queue
?When a Customer Trolley/Basket not available ?When a Customer complaints about AC not working ?When a Customer complaints
Checkout / Till based situation ?When bar code is not readable ?When Quantity/Price scanned is higher than Quantity /MRP
?When a free bees are not given
?When Money/change is not available ?When a Customer?s Credit card is not swapping ?When a Customer is short of cash and CSA has saved the bill
?When a Customer is in a Hurry
?When a Customer Jumps Ahead in a Line of Waiting Customers ?When a Customer Asks to Be Served Ahead of Other waiting Customers ?When a Customer Interrupts discussion Between the Employee and Another Customer ?When a Customer Has a Negative Attitude About Your Company Due to Past Experiences
?When You Need to Explain a Company Policy or Procedure ?When a Customer Might Be Mistrustful
?When a Customer is Experiencing a Language Barrier ?When a Customer Needs to Follow sequence of Action ?When the Customer Insults Your Competence
?When the Customer Swears or Yells in Person ?When a Customer Has Been Waiting in a Line ?When Nobody Handy Has the Answer
?When You Don?t Have the Answer
?When You Lack the Authority to ?When a Customer Threatens to Go over Your Head ?When a Customer Demands to Speak with Your Supervisor
?When a Customer Demands to Speak with Your Supervisor Who isn?t Available
?When a Customer Threatens to Complain to the Press
?When a Customer Demands to Speak to the „Person in Charge
?When a Customer Threatens Bodily Harm or Property Damage
?When a Customer is Confused About What He or She Wants or Needs
?When a Customer Makes a Racist Remark
?When a Customer Makes a Sexist Remark
?When a Customer Accuses You of Racism
?When a Customer Plays One Employee off Another [„So-and-So-Said?]
?When a Customer Might Be Stealing
?When a Customer is Playing to an Audience of Other Customers
?When a Customer Uses Nonverbal Attempts to Intimidate
?When You Need to Clarify Commitments
?When a Customer Wants information You Are Not Allowed to Give
?When a Customer Makes a Suggestion to improve Service
?When Your Are Following Up on a Customer Complaint
?Properly Identifying the Internal Customer
?When an Internal Customer Isn?t Following Procedures to Request Service
?When the Customer Wants Something That Won?t Fill His Need
?When a Customer Complains About Red Tape and Paperwork
?When You Need to Respond t a Customer Complaint made in writing ?When a Customer Complains About a Known Problem ?When a Customer tries an Unacceptable Merchandise Return
doc_948499260.pptx
The is PPT explains on the role which employees have to perform in the service industry.
Employee’s Role in Service Delivery
Critical Importance of Service Employees
They are the Service
They are the organization in the customer’s eyes
They are the Marketers
Service – Profit Chain
GOAL
Profit and growth Customer loyalty Customer Satisfaction
Service Value Employee productivity Employee Loyalty Employee satisfaction Internal quality of work life
Critical Importance of Service Employees
Reliability Responsiveness Assurance Empathy Tangibles
Service Quality
Who are they?
Are they at the bottom of the pyramid?
Are they least skilled?
Why they are called emotional labor?
Sources of Conflicts
Inter personal Inter-organizational
Person / Role Conflicts
Organization / Client Conflicts
Client / Client Conflicts
Quality / Productivity Conflicts
Human Resource Strategies in Services
Human Resource Strategies in Services
Hire the right people
Compete for the best people
Hire for Service competencies & Service inclination
Be the preferred Employer
Human Resource Strategies in Services
Develop people to deliver service Quality
Train for Technical & Interactive Skills
Empower Employees
Promote Team work
Human Resource Strategies in Services
Provide Needed support Systems
Measure internal service Quality
Provide Supportive Technology & Equipment
Develop Service Oriented Internal Processes
Human Resource Strategies in Services
Retain the Best People
Include Employees in the Company?s Vision
Treat Employees as Customer
Measure & Reward Strong Service performers
Customer Service Tools and Techniques
A : Angry Customer G : General E : Etiquette Normal R : Recovery EO : Etiquette opening EC : Etiquette closing D : Customer’s delight
General
? Above and Beyond the Call of Duty Needs
Some thing which is not required as a part of your job or duty
? Acknowledge Customer?s Needs
Make a effort to understand his needs. Customer will view you positively
? Apologize ? Active Listing
It prove that you are paying attention to the customer – (Posture –leaning)
A sincere apology can calm the customer as a part of recovery (Posture- No
? Admitting Mistakes
Customer tend to respect those who are honest & open about mistakes and errors (Posture- Neck –Yes or No)
? Appropriate Smiles
Appropriate to the situation. If the customer is angry, smile is seen as smirking or adding fuel to the fire.
? Arranging Follow-up
General
? Appropriate Nonverbal ? Completing follow-up ? Assurances of Results
stronger statement of the result
It should include 3 things, explaining customer what you will do, time required for follow-up and the way it will be communicated
Non- verbal are termed as body language which includes every posture Re- explain why the follow up was required. And ask “Any thing else, I can do for you”
? Contact Security / Authorities / Management
You are not trained for the security. Follow the SOPs of the company.
? Expert Recommendations
Explain why the expert is required, rather “ I am not aware of ”
? Privacy and Confidentiality
Many customer don?t want to disclose their whereabouts
? Bonus Buyoff
Technique involves offering something of value to the customer as compensation for inconvenience or other problems
? Finding Agreement Points
Agreement points creates good rapport with the customer
? Common Courtesy
Normal polite behavior standards- Please/Thank you, but not in emergency
? Closing Interactions Positively “Thanks for the visit” and not “sorry for inconvenience”
“ apology for delay”
? Managing Interpersonal Distance
Some times angry customer enters your interpersonal space. Don?t resist.
? Plain Language
No short forms, common jargons – Language which customer understands
? Preemptive Strike
On anticipation of service failure, acknowledging it before customer brings it. But in certain cases only.
? Probing Questions ? Providing Alternatives ? Providing a Customer Takeaway ? Referral to Supervision ? Setting Limits ? Stop Sign-Nonverbal ? Suggest an Alternative to Waiting
? Summarize the Conversation
It helps to recap, reconfirm what you are suppose to do and clarify the misunderstanding if any, at the end of discussion.
? Use Customers Name
Mr or Ms or Madam, Sir, rather Kaka, Mami, Tai, Amma, Anna (allowed if the culture allows, more of Local etiquettes
? Verbal Softeners
People don?t respond well to Language that sounds absolute, authoritainn or harsh eg – “ We never make those mistake” vs “ Its unlikely we have made mistake” few other softeners“perhaps” “sometimes” “its possible” “ occasionally”
? Thank-You
Final conversation. Has lasting effect. Reason for subsequent visit.
Angry Customer
? Avoid general statements
“How are you” “ where are you coming from”
? Managing Height Differentials/Nonverbal
Avoid face to face, cut to 90 degree position. Adjust your inter personal height
? Refocus
When angry customer goes on & on, deviates from original complaint he needs to be refocused softly on the original deficiency of service
? Not Taking the Bait ? Face-saving Out
It means not responding to the angry customer?s insults or comments
It is used were the customer has done a grave or stupid mistake. The conversation is used to avoid embarrassing or to blame a customer.
Angry Customer
? Acknowledging Without Encouraging
Principle is based on 2 principles – Acknowledge, but don?t encourage too much
? Allowing Venting
Principle – Generally 70% of customer are Venters, one who eventually calm down. Obessors are one who get angrier & angrier, the more they talk
? Audience Removal
some customer will “Play to the audience”. Remove the audience they will gradually vent. The are more of a attracters rather than complainants
? Disengaging
Technique is used for aggressive or difficult customer. Disengage him so that he will calm down. Not to be used always.- like –”give me a minute”
? Distraction
Used to divert his attention to a physical object- any brochure, forms, signs can be used
Specific Customer Situations
?When a Customer is not happy with the earlier purchase ?When a Customer unhappy about Stockout in store ?When a Customer angry about consistent Stockouts in store
?When a Customer is complaining about the long checkout Queue
?When a Customer Trolley/Basket not available ?When a Customer complaints about AC not working ?When a Customer complaints
Checkout / Till based situation ?When bar code is not readable ?When Quantity/Price scanned is higher than Quantity /MRP
?When a free bees are not given
?When Money/change is not available ?When a Customer?s Credit card is not swapping ?When a Customer is short of cash and CSA has saved the bill
?When a Customer is in a Hurry
?When a Customer Jumps Ahead in a Line of Waiting Customers ?When a Customer Asks to Be Served Ahead of Other waiting Customers ?When a Customer Interrupts discussion Between the Employee and Another Customer ?When a Customer Has a Negative Attitude About Your Company Due to Past Experiences
?When You Need to Explain a Company Policy or Procedure ?When a Customer Might Be Mistrustful
?When a Customer is Experiencing a Language Barrier ?When a Customer Needs to Follow sequence of Action ?When the Customer Insults Your Competence
?When the Customer Swears or Yells in Person ?When a Customer Has Been Waiting in a Line ?When Nobody Handy Has the Answer
?When You Don?t Have the Answer
?When You Lack the Authority to ?When a Customer Threatens to Go over Your Head ?When a Customer Demands to Speak with Your Supervisor
?When a Customer Demands to Speak with Your Supervisor Who isn?t Available
?When a Customer Threatens to Complain to the Press
?When a Customer Demands to Speak to the „Person in Charge
?When a Customer Threatens Bodily Harm or Property Damage
?When a Customer is Confused About What He or She Wants or Needs
?When a Customer Makes a Racist Remark
?When a Customer Makes a Sexist Remark
?When a Customer Accuses You of Racism
?When a Customer Plays One Employee off Another [„So-and-So-Said?]
?When a Customer Might Be Stealing
?When a Customer is Playing to an Audience of Other Customers
?When a Customer Uses Nonverbal Attempts to Intimidate
?When You Need to Clarify Commitments
?When a Customer Wants information You Are Not Allowed to Give
?When a Customer Makes a Suggestion to improve Service
?When Your Are Following Up on a Customer Complaint
?Properly Identifying the Internal Customer
?When an Internal Customer Isn?t Following Procedures to Request Service
?When the Customer Wants Something That Won?t Fill His Need
?When a Customer Complains About Red Tape and Paperwork
?When You Need to Respond t a Customer Complaint made in writing ?When a Customer Complains About a Known Problem ?When a Customer tries an Unacceptable Merchandise Return
doc_948499260.pptx