Employees

Role in
Service Delivery
They are the Service
They are the organization in the
customers eyes
They are the Marketers
Critical Importance of Service Employees
Customer loyalty
Profit and growth
Customer Satisfaction
Service Value
Employee productivity
Employee Loyalty
Employee satisfaction
Internal quality of work life
GOAL Service Profit Chain
Service
Quality
Reliability
Responsiveness
Assurance
Empathy
Tangibles
Critical Importance of Service Employees
Who are they?
Are they least skilled?
Are they at the bottom of the pyramid?
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
Compete for the best people
Be the preferred Employer
Hire the right people
Hire for Service competencies & Service inclination
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
Develop Service Oriented Internal Processes
Provide Needed support Systems
Measure internal service Quality
Provide Supportive Technology & Equipment
Include Employees in the Companys Vision
Measure & Reward Strong Service performers
Retain the Best People
Treat Employees as Customer
Human Resource Strategies in Services
Customer Service Tools and Techniques
A : Angry Customer
G : General
E : Etiquette Normal
R : Recovery
EO : Etiquette opening
EC : Etiquette closing
D : Customers delight
Customer Service Tools and Techniques
Acknowledge Customers Needs
Make a effort to understand his needs. Customer will view you positively
Active Listing
It prove that you are paying attention to the customer (Posture leaning)
Admitting Mistakes
Customer tend to respect those who are honest & open about mistakes
and errors (Posture- Neck Yes or No)
Above and Beyond the Call of Duty Needs
Some thing which is not required as a part of your job or duty
Apologize
A sincere apology can calm the customer as a part of recovery (Posture- No)
Appropriate Smiles
Appropriate to the situation. If the customer is angry, smile is seen as
smirking or adding fuel to the fire.
General
Customer Service Tools and Techniques
General
Assurances of Results
stronger statement of the result
Appropriate Nonverbal
Non- verbal are termed as body language which includes every posture
Arranging Follow-up
It should include 3 things, explaining customer what you will do,
time required for follow-up and the way it will be communicated
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 dont want to disclose their whereabouts
Completing follow-up
Re- explain why the follow up was required. And ask Any thing else,
I can do for you
Customer Service Tools and Techniques
Bonus Buyoff
Technique involves offering something of value to the customer
as compensation for inconvenience or other problems
Closing Interactions Positively
Thanks for the visit and not sorry for inconvenience
apology for delay
Common Courtesy
Normal polite behavior standards- Please/Thank you, but not in emergency
Plain Language
No short forms, common jargons Language which customer understands
Finding Agreement Points
Agreement points creates good rapport with the customer
Managing Interpersonal Distance
Some times angry customer enters your interpersonal space. Dont resist.
Preemptive Strike
On anticipation of service failure, acknowledging it before customer
brings it. But in certain cases only.
Suggest an Alternative to Waiting
Probing Questions
Providing Alternatives
Providing a Customer Takeaway
Referral to Supervision
Setting Limits
Stop Sign-Nonverbal
Customer Service Tools and Techniques
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.
Thank-You
Final conversation. Has lasting effect. Reason for subsequent visit.
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 dont 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
Customer Service Tools and Techniques
Customer Service Tools and Techniques
Angry Customer
Face-saving Out
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.
Not Taking the Bait
It means not responding to the angry customers insults or comments
Managing Height Differentials/Nonverbal
Avoid face to face, cut to 90 degree position.
Adjust your inter personal height
Avoid general statements
How are you where are you coming from
Refocus
When angry customer goes on & on, deviates from original complaint
he needs to be refocused softly on the original deficiency of service
Customer Service Tools and Techniques
Angry Customer
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
Acknowledging Without Encouraging
Principle is based on 2 principles Acknowledge, but dont encourage
too much
When a Customer is not happy with the earlier
purchase
When a Customer unhappy about Stockout 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
Specific Customer Situations
When a Customer angry about consistent
Stockouts in store
When a Customer complaints
Checkout / Till based situation
When bar code is not readable
When a free bees are not given
When Money/change is not available
When a Customers Credit card is not swapping
Specific Customer Situations
When Quantity/Price scanned is higher than
Quantity /MRP
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
Specific Customer Situations
Specific Customer Situations
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 the Customer Insults Your Competence
When a Customer Needs to Follow
sequence of Action
Specific Customer Situations
When the Customer Swears or Yells in Person
When a Customer Has Been Waiting in a Line
When You Dont Have the Answer
When Nobody Handy Has the Answer
Specific Customer Situations
When You Lack the Authority to
When a Customer Threatens to Go over Your Head
When a Customer Demands to Speak with
Your Supervisor Who isnt Available
When a Customer Demands to Speak with
Your Supervisor
Specific Customer Situations Specific Customer Situations
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
Specific Customer Situations Specific Customer Situations
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
Specific Customer Situations Specific Customer Situations
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
Specific Customer Situations Specific Customer Situations
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
Specific Customer Situations Specific Customer Situations
Properly Identifying the Internal Customer
When an Internal Customer Isnt Following
Procedures to Request Service
When the Customer Wants Something That
Wont Fill His Need
When a Customer Complains About
Red Tape and Paperwork
Specific Customer Situations Specific Customer Situations
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