Transcripts
1. Introduction: Hello and welcome to the course. Now for every business
organization, the goods and services provided are meant for
a target audience. They are referred to
as the customers. Now, advertising, marketing
and ******** among others would bring
your customers and create awareness
for your brand. But what would keep those
patrons is customer service. Customer service consist
of those policies, plans, and activities that govern how your organization interacts
with your customer. Customer service is how your company interacts
with its customer. Indeed, the transaction. And also as a problem-solving
solution when issues arise, it has a direct and
meaningful impact on your company's profitability. As your customer service team is the front-line response
to your customers need. And it's crucial for
long-term customer retention. Welcome to fundamental
customer service kids. Wow, every customer. In this fast-paced course, we will help you to build
the knowledge and develop the skills needed to be successful customer
service specialists. By understanding the importance of customer mindset
and buying cycle. Appropriate empathetic
behavior such as curiosity, visions,
time management, and willingness to help
problem-solving to research an issue and heading into mine and
appropriate resolution. Being able to end
the conversation with confirmed satisfaction. And last but not the least, understand the steps in handling at typical
customer interactions scenario to lead your customers
with a wow experience. What are you waiting for? I'm super excited to see
you inside the course. Let's get started.
2. 1 What is Customer Service: Let me start off
with this quote. It takes months to
find the customer, but it only takes a
second to lose one. So what is customer service? Customer service is often at
the heart of the business, which in to provide an
exceptional service that leaves the customer
feeling valued and respected. Now, although providing
an excellent service can involve extra resources, time, and money, when
you get it right, it will enable you to stand
out from your competition, maintain a positive reputation among the future customers, and encourage existing customers to purchase from your business. Again, you must
have realized that customer is at the core
of customer service. No matter what your budget
for running a businesses, customer service is
something that will always have to be in your
top priorities. And if you really want to
understand customer service, then the first thing
that we need to understand is who
is it customer. Now businesses need money to
survive and to make money, businesses would need customers. Now, ideally, these customers
are happy customers. They tell your friend about you and they keep
coming back to you. In other words, a customer, sometimes known as
a client buyer, or a purchaser, as a recipient
of a good or a service, or a product or an idea, obtain trauma seller,
vendor or a supplier, wire a financial transaction
or exchange for money or some other valuable
consideration and keeping this customer happy is the foundation of a
successful business. While your business
might survive with angry single purchase customer. But only the businesses
with a focus on customer service will
try in a longer run. Customer satisfaction
is a difference between surviving and thriving. What is customer service? The customer service actually means making sure that
your customers are satisfied and will continue to buy your products or
services of the company. That definition means
that everyone and anyone who has any contact
with the customer, including salespeople,
business owner, and receptionist at all customer
service representatives. Excellent customer service is
the ability of a firm could constantly and consistently
exceed the customers wants, expectations and needs,
and customer service is important because it can help you to increase
customer loyalty. Increase the amount of money each customer spends
with your business. Increase how often our
customers buy from you. Generate positive word of
mouth for your business. The only contact a customer
has with your company. Good customer service
means it repeat business. A happy customer is a net
promoter of your new business. And last but not the least, it impacts your profitability. These may be some
of the reasons, but there are many more reasons why customer services
is important. And many ways you can ensure
that you're delivering the service which creates the perfect experience
for your customers.
3. 2 Types of Customers: Types of customer. Now, any company
with employees and customers must
serve to customers the internal audience or
the staff who provides the service and produce the products sold
by the business. And then external customers who purchase the product or
services from the business. Basically, your customers fall into two different categories. External customers,
extended customers or consumers who purchase goods and services from a business. External customers
or customers who don't belong to
the organization. In different terms. They are the purchaser
of the products or the service that the
business produces, but in no way are they
affiliated with the company. These may also pertain to
customers who purchase or rent products that are
not of the same company, but they are affiliated
in the same industry. Those are dropped by and check the products are
still considered one. External customers get the
product for their own use. And company's profit
always increases with the increase in
external customers. Internal customers, internal
customers or people who work for that business or who do business
with that company. Employees and vendors both
deserve a good service. Internal customers know more
about the pros and cons of the product as they are involved with the company
and its production. Sometimes internal
customers may be the beneficiary in profit
for sale of the product, or maybe the middleman between the company and the
external customers. Internal customer is a division, individual or a
unit employee who purchases the deceiver
of product materials, services, and information from other units in the same company. This is practiced by a number of companies in order to
train the workers on how to deal and treat external customers
effectively in this week, get consciously
aware of how they work in collaboration
with each other. And they help in enhancement of the quality of the
service and the product. Now 1, I definitely would
like to highlight to you. Now all too often, Executive Leadership focuses
on external customers. Do the exclusion of the
internal customers, which then results in low employee morale and
high employee turnover. You can be less
formal and assume more familiarity when you're providing internal
customer service, then when you're serving
an external customer. However, with the jobs
already going unfilled, younger generation
preferring to work for themselves and a
declining population, reducing an already
shallow labor pool. Executive leadership must give equal importance to internal as well as
external customers. Employees, along with
the external customer, should be the mantra for every organization
in today's time.
4. 3 Understand Customer Mindset: Understanding that
customer mindset. Now how well do you
know your customers? Why does your customer buy
from one vendor than another? Now it's certainly a
tough thing to evaluate. Let us look at the
ways to get inside your ideal customers mindset. Because once you understand why people are buying from you, you will be able to produce relevant marketing content and a customer centric
environment around it that resonates with
your customers and ultimately converts into more
sales and repeat buyers. New ideas and help. If customers could diagnose their own problems
and come up with workable solutions on their own. They would do so. The reason that they are turning
to you and your phone is that gets stuck somewhere
and they need your help. Therefore, humans be able to bring something
new to the table. You need to have a
researching mindset that understands the Aeneid
correctly and should be able to help them in a
timely manner or develop new ideas that can make their life more
comfortable and better. Service quality and attitude. Recent Gallup survey reveals that when it comes to
memorable service, people tell their
friends about it. It's more important that
the service provided fields thorough and friendly
than other than quick. This was especially true
for service in premium or prestigious markets such as
customer support at a bank. This such as found that the number one reason
customer would abandon a brand was due to poor quality and rude
customer service, which were cited 18% mode, often dense law or
untimely service. That is our seemed very clear. Good service and fast service. Every time in both
customer retention as well as satisfaction, It's important that
your business and those who hire focus on
providing memorable, competent, and knowledgeable
service with a smile. Timely service is important, but customers are
much more likely to remember brands
that went above and beyond to solve your problems or the brand that got them
out of the door. Quickly. Personalized approach. It used to be that
customers wanted a fast response to the
questions or complaints. Now they want the experience
to be personalized. Every selling situation
involves making a connection between two individuals who
like and trust each other. As a great sales guru once said, all things being equal, most people would rather buy
from somebody the light. That's true even when
all things are equal. A recent survey also found that almost 60% of the customers said that being treated as
an individual was more important than how fast
the issue was resolved. The point that I'm trying
to clear over here is that the customer wants to
be treated like people, not account numbers
or service tags. And if you can deliver both
speed and personalization, you have a winning combination. First called result. When the customers
call for support. The only one to tell
you their story once, didn't do not want
to repeat it to multiple customer service agents and nor do they want
to be transferred here and there are made
up called repeatedly, either because of some faulty
communication channels, The issue is unresolved
or being repetitive. Furthermore, if customer makes a complaint online
with a chatbot, the agent who picks up the check should be
asking questions about the complaint and not asking the customer to
repeat the story. Customers expect no repeats, or in other words, they expect first
call resolution. A soviet reveals that first call resolution for most of the industry
average is at 29%, which means 70% of
the customers have to repeat their queries
again and again. Consistency. Now more than 70% of the customers
that you see conflicting answers from
different support agents when asking the same question. Now this is a real dilemma. It causes confusion and loss
of customers confidence. Now it is not uncommon to
your customers claim that they don't like an
answer they receive from a customer service
representative. They just hang up, callback and present the same question to
a different representative. That is an old saying
that insanity is doing the same thing again and again and expecting a
different result. Unfortunately, with many
customer support centers, this kind of irrationality
and inconsistency does exist, rewarding for being loyal. Loyalty programs came into existence when companies
realized that the competitive advantage that
the one's experience due to product differentiation
no longer holds good due to a proliferation of similar looking and
me-too products. Although setting up reward
programs requires effort, but it is watered. Loyalty programs can help
improve your brand recognition. It may increase your growth and then improve your
customer service product. The primary motive behind the loyalty program is to retain the customers by rewarding them for being with you
for a long time. A global survey
actually shows that 60% of the customers love being rewarded for their brand
loyalty and which keeps them coming back to the same
provider again and again. However, the customers expect the reward programs
to be easy to use and should be more visual
for real-life experience. The same programs if
made more complex, can make the customer
field Keaton, and then make them move
away from your brand. Last but not the
least, provide value. Value has very less to
do with the price of the product or the service
you provide to the customer. In fact, there are two
different concepts. Price can be understood
as the money or the amount to be paid
to get something. And value implies the
utility of birth of the commodity or the
service for an individual. Your company's customer
service can make or break you, which is the backbone that
makes the customer feel that your product or service
is worth investment. Unless you can provide
that buying from you is the right business
decision for the customer. The customer can and should buy elsewhere to provide better
value to your customers. Talk to them, survey, then, watch the
actions and reactions. In short, capture the data to understand what
is important to your customers and
what opportunities do you have to
help them further? So to conclude everything, get inside your
customer's mindset. If you need to understand exactly why they need
your product or service, what problem do you solve? What need do you fulfill? What aspect of their life
are you trying to improve? Don't reload the features
of what you can provide. Communicate the benefits
of what you're offering, and create a value proposition for your customers that will definitely keep them coming back to you for
further business.
5. 4 Customer Service Skills Part 1: Customer service skills. It doesn't matter how
great your product is. If your customer services, poor people will complain about it and you will start
losing customers. However, the good news is, it's not impossible to
turn things around. Transforming your
customer service from mediocre to grade won't
happen overnight. It requires a serious commitment
to meaningful change. A team of rockstar
professionals and work across the entire organization. Let us look at some
of the qualities needed for external
customers service. Upcoming personality. Personality matters in the
customer service world. Because a single personality and your support department will have ends are thousands of interactions with the customers. That's a lot of metaphors for
this type of personality, like keeping the air cooled or staying cool and
the pressure, etc. But it also represents
the same thing. The ability that some people
have to stay calm and even influence others when
things get a little hectic, the best customer
service representative knows that they cannot
lead a heated customer, it causes them to
lose the upgrade. In fact, it is their
job to be the rock for the customer who
thinks the world is falling down due to
their current problem. Bottom-line,
charismatic people are attractive and people want
to interact with them, which is why it is desirable to have them in your support team. If you're a support
rep is like cable. This which I know of to
the company as well. Patients and listening skills. Patients is the capacity to
accept our tolerate a delay. Problem are suffering without becoming annoyed or anxious. Without patients, the
service experiences done unpleasant for both the
customer and the service rep, patients is one of the most
important characteristics of customer service employees. Only a patient customer
service representative can give each gland the time the need for their
issue resolution. Without compromising
on the quality. Candidates who scored
poorly on this grid can lose the ICU or dilute
their quality of support, especially for customers or tickets that take
more time to resolve. Secondly, a customer service professional needs
to really listen to understand the users
real question as not all users are skilled
at explaining their issues. Active listening means trying to do more than just yearning to understand what someone
is trying to put across in the customer
support contexts. This means understanding
the customers go tissue. Candidates who are good
listeners get this naturally because they
understand the problem well, they generally offered better
and faster the solutions. If you deal with customers, be sure to stay
patient when they come to you stumped and frustrated. Learning to be patient
with customers is as easy as learning to separate your feelings
from the situation. And understanding
that in most cases, the customer is upset
with something that has nothing to do with
you personally. Also be sure to take time to truly figure out what they want. They'd rather get the
competent service then be rushed out of the door. Be attentive, listen
to the world we'll, as well as the nonverbal cues. And last but not the least, Not only is it important to pay attention to individual
customer interactions, but it is also important
to be mindful and attentive to the feedback
that you receive at-large. Positive attitude and
willingness to help. Genuinely positive minded people generally tend to look on
the bright side of things. In terms of customer service, it means that they're
more likely to be friendly and more engaged
with their customers. They will put in
an extra effort to deliver the wow experience
for the customer. They get along well with
their team members and they take on challenges that
others might try to avoid. Always remember, taking
an ownership approach to your duties gives you an ability to empathize when the customer complaints
of a service failure. Ownership approach
with positive attitude also leads to self motivation, which will improve your
productivity. Photo. Never judge your customers just because they
have a problem. Always use positive
body language when you're dealing
with your customers. Be solution oriented. Do not talk to customers about what you
cannot do for them. Always think of what
you can actually offer them to
resolve the problem. Remember, positive
attitude helps to be job-related stress as
well about everything. As a customer service
professional must maintain a positive
attitude because candidates who come with positive
attitude are always optimistic and respectful in their
interactions with the customers. Good communication skills, good customer service
communication skills involve more than just
the words you see. Though they are important
at the same time. Good communication skills
involves body language, facial expression, tone
of voice, and much more. Communication skills
are required to be an effective and a successful customer service representative. Communication involves
both listening to customers and
understand what they're trying to say and
providing information to the customers clearly
and effectively. When working in
customer service and agent will lead to
understand how to adjust their own communication
style depending on which medium of communication
the customer is using. For example, when conversing
with an irate customer, one can use simple tips like
keeping your body relaxed, showing a bit of
concern on your face, keeping your tone of
voice calm and neutral. Trying to use
positive language and focusing more on the solution
than on the problem. These communication
skills can help diffuse even the most difficult
situations they remember. It is important that
you are able to communicate meaningfully
and clearly to customers and also send the right messages with
your body language. It is important to
listen as much. It is important to talk. Make sure you're getting to
the problem at hand quickly. Last but not least, your body language must suggest that the employee is interested.
6. 5 Customer Service Skills Part 2: Empathy. Empathy is very important in creating a great customer
experience Extensions. And it also plays a key role in resolving customer completes. Empathy is a key
requirement for building a strong and engaged
relationship between you and your customers. Now, empathy is one of the
good qualities to look for when hiring someone for
a customer service role. As a powerful personality trait, empathy helps a person
understand others and their situation at
a much deeper level. Candidates who
understand empathy can quite naturally feel the frustration of
the customer and keep that in mind while
you're responding to them. If a customer service
representative communicates in a way that feels
dismissive or uncaring. The customer will
definitely notice it and your frustration
will actually increase feeling dismissed
or being made to feel slow for not
understanding something is assured way for
customer dissatisfaction. By showing empathy, an agent can actually create a
sense of being a part of the team working
together to solve a problem rather than acting as adversities working
against each other. Good product and
industry knowledge. Product knowledge is
an essential skill. Understanding your product's
features allows you to present the benefits
accurately and persuasively. The best forward facing
employees in your company will work on having a deep knowledge of how your products work. Customers are more likely
to trust people who show confidence in themselves and what they are
offering are selling. You can build this
confidence by increasing your knowledge of
the products or services that you offer. Customers actually called for support because they
experienced a knowledge gap. You have a question and go
to Support for an answer. Now it's logical that deep knowledge about the
company and its products will raise service quality by providing better
and faster answers. The best customer facing agents on your team
will have in-depth knowledge of how your product
or service actually works. When an agent does not know the product from top to bottom, they weren't know
the best way to help the customer when they
run into a problem, even when a product
changes causing an agent do not know
the answer immediately. Yeah, Oregon knowledge
will contribute to the ability to
troubleshoot effectively. While it's not necessarily for the customer service agent to
be able to build a product, but it is definitely essential
that they should know how to help the customer in using the product
mode effectively. Time management, use time
more effectively and practice good time management skills in our time management is not
very difficult as a concept, but it is surprisingly
hard to do in practice. It requires the investment
of a little time upfront to prioritize
and organize yourself. One who understands
the importance of time management will always
respond back on time, be accountable for
his responsibilities, and do not miss a follow-up. Time management is another
key characteristics of customer service employees who are excellent at their jobs. Candidates who manage
their time well, don't just respond to all
tickets on your list, but also allocate time to the other job duties like
reporting on the performance, producing documentation,
serving customers, and so on. Employees who are efficient
time managers can also juggle between the bunch of urgent and non-urgent
support requests. In other words, they know how
to prioritize things well. Customer support
queries are rarely addressed in the order
in which they arrived. Making, prioritizing a
very critical skill. And therefore,
time management is a critical skill for
effective customer service.
7. 6 Customer Service Skills Part 3: Problem-solving skills. Now, that is one thing
that the customer service professional is expected
to do all day long, then it's solving the
greatest for the customers. And that's why
problem-solving is amongst the most absolute
half characteristics. Fought customer service employees
who excel at their job. Essentially, problem-solving involves understanding
the problem, coming up with
potential solutions, zeroing down on the
best possible solution, and then doing what needs to be done for implementing
that solution. Understand the problem. Now, don't brush issues of it. Instead, tackle them head on by acknowledging
what is happening. But the website has crashed. A key product goes out-of-stock or your payment system
isn't working properly, understand the
problem correctly. Our first step is to identify the problem that your customer
is actually experiencing. Give me come across a
customer that is having a difficult time
explaining what is wrong. Tried to get to the
crux of the problem by asking related questions. When did you begin
experiencing the problem? Has this happened before? Once you'd see more information, you should be able to define the problem and
then further go and assist the customer generate
potential solutions. Now get your thinking
cap on and find the probable solutions to
your customers problems. You need to always
be thinking of possible solutions to
resolve customer issues. The best customer
service includes more than just
solving the issues. It also means keeping customers informed
throughout the process. This is especially
important when solutions aren't easily found. Gum in unusual forms or take
a long time to implement. Offer an incentive
to the customer. When a problem has interrupted
your customers experience. And offered incentives
can help retain their loyalty and ensure
that they are willing to wait until a solution
is found instead of seeking a similar product
or a service as well. If a product goes out-of-stock
or becomes backorder, offer automatic shipping as
soon as it is available. But perhaps even free shipping or a discount on the products. Regular price will
retain your customer. That closing ability. Being able to close
with the customer means being able to
end the conversation with a confirm satisfaction with the customer
feeling that everything has been taken care of getting booted after the
customer service call, uh, before all of their
problems have been addressed is the last
thing that customer wants. So be sure to take the time
to confirm with customer that each and every issue they had on the deck has been
entirely result. Your willingness to do
this shows the customer three important things you
get about getting it right. You're willing to keep going
until you get it right. The customer is the one with
data might what is right? You know, the conversation is over when you get
the customer to say, Yes, I'm all set. And last but not the least, in our gait customer
service skills is willingness to learn. Desire to learn is important
because it allows you to improve and develop
your own skills. A well-educated with a good
background of knowledge, stuff is a key factor needed for the company's success
and business growth. Sometimes it can get
hectic really quickly when sales are at its peak
or during the Rachella, it is important
that you are able to keep your head
above the bottom. This ability makes it possible to remain calm and professional. Even when customers are drowning you in vigorous are complete. Now while this is probably the most general
scale on this list, it's also one of the
most important one. After all, willingness
to learn is the basis for growing your skills as a customer service professional, you have to be willing to learn your product inside and out. Willing to learn how
to communicate better, willing to learn when it's
okay to follow a process, and when is it appropriate to
choose your own adventure? Those who don't seek to
improve what they do, whether it's building a product, marketing business or
helping customers, will get left behind
by the people who are willing to invest in
their own skills. The good news, however, is that if you have the
willingness to learn, that is always a way. A person who is open to learning will always
grow in life.
8. 7 Handling the customer: Handling the customer. Now, customer service
should be motor for conversation rather
than a gourd, lifeless script given the video but later of interacting
with customers. However, it's easy to see how
Support Center champs can benefit from some
forward thinking in dealing with tough
customer service scenarios. Let us take a
scenario and look at a simple steps to
navigate through the customer service issue and handle it in a most
efficient manner. Imagine any scenario
that in you or the customer service
representative and I've handled a tough
customer in the past. Then look at these steps and see how you could
have implemented these steps in that
particular interaction to make it better
or even the best. Listen patiently,
show genuine concern, and then acknowledge
and replace. First, always listen
to the customer. Yet concerned about an
aspect of your service, let go the temptation to
respond in any quick fashion. The time to listen and truly understand what is actually
driving the concept. Give them time to Wendy or
frustration and irritation. Be patient while the ADEA
grievances about your product, your service prices in whatever
it is is bothering them. Nobody likes to feel
that they are being ignored or not taken seriously. So apply active listening
techniques such as paraphrasing back to them their statements in
a reworded format. For example, if the
customer complaints, I bought the shoe from you and in the sole of the
shoe came off, you might say, Oh, I'm
extremely sorry to Yoda. I understand that
this shoot that you have purchased has
turned out to be 40. Now, this shows
that you heard and understood what the
customer actually said. Likewise, it also exhibits that you are actually
paying attention. And how did the action
to the statement which reinforces the
customer's perception of the unimportant to you. Recall a similar situation
to situation above where you know that you as a
company has been at fault for producing
a faulty product. Apologize right away. While you do that and pay attention to the
customers gradient. Think and try to recall if a similar situation
had happened in the past and how it was handled in the best
possible manner. If the solution had
worked in the past, then there is a very
high probability that the solution will
also work this time. However, if the situation is just one-off and happening
for the first time, then use your
creative thinking and best judgment and think of
a line of action within your mind and all the
possible solutions that you can offer the
customer at this time, offer the possible solutions. Now you need to present the customer with the
possible solutions. Not there are two
ways of doing this. If you feel that you know what will make
your client happy, that tell them how you'd like
to correct the situation. For example, you can say, I understand that getting a faulty product can
be quite frustrating. And you had to come all the
way to return the product. Now as a best possible solution, what I can do for
you is I can offer you an exact replacement
of the product. Or what you can do is you can choose another
product from Iraq, and I shall give you a 20%
discount on the printed price. If you're still not sure what your client wants from you out, if there is your
proposed solution, then give them the power
to dissolve the things. Ask them to identify what
will make them happy. What instance you can say. If my solution does
not work for you, then I would definitely
like to hear from you what will make you happy
if it is in my power, I will definitely try
to get it done for you, execute and repeat the solution. Offer any add-ons if you get. Now that you have
solved your problem, beard with originally
requested resolution, odd with an alternative
that you propose. Repeat the solution,
but exemple. In our case, if the customer
buys an alternate products, you can say that I'm really glad that you gave us
this opportunity to rectify our mistake and an opportunity to serve
you one more time. Now I'm really
happy to offer you a discount of 20% on
the purchase today. And also as a token of tanks, I would also be giving
you a gift voucher of thousand rupees for your
next point is with us, anticipate future needs
and follow-up if needed. When ending a conversation
with a customer. Don't forget to ask if there is anything else that
you can be of help. The customer may have been so focused on one
particular issue or problem that they forgot about the second problem they also wanted to bring to
your attention. Asking to solve more problems is one of the easiest
way to remind the customer of any
other issues or problems that they're facing with your product or company. Also, you can try to understand if there could be
any future needs that the customer might have and can be fulfilled from your end. Once the situation
has been dissolved, follow-up with your client
or the next few days to make sure that they are happy with the resolution that
has been provided. Whenever you can go above
and beyond that expectation. But instance, you can send
them a gift certificate, give them a great discount
on the next porches, or just send them a
hand-written apology. And last but not the least, evaluate your
customer expedience. Your last step is to
reduce the risk of the situation happening
again in future. Once you have gone
through all the steps, make sure to follow
up with them, to make sure that they are
satisfied with the solution. And then you have also taken
care of any future needs. These days. It takes more than a
great idea, some capital, and a ping-pong table to get
new business of the ground. Remember, great customer
service needs to be a part of your company
DNA from day one, not respect you of the kind of business
that you are doing. Providing good customer
service can generate more marketing and
sales support entity. Meeting your customer
satisfaction is paramount to keeping up
business growing successfully. And learning these skills will always give you a cutting
edge in the corporate world. As people will look at you as a profit-generating magnet
for their organization. The more you
practice this skill, the better you become at good. Customer service is the
backbone of your business. And without a backbone, your business is certainly not going to stand very straight already done near the
customer service. And then there is no limit
to how much you can grow.
The Guruskool, Data Analytics & Business Intelligence Leader
