Deliver Customer service

CONTENT
 -ESTABLISH CONTACT WITH CUSTOMERS
 - IDENTIFYING CUSTOMER NEEDS
 -DELIVER CUSTOMER SERVICE
 - REGISTERING AND SUBMITTING CUSTOMER FEEDBACK
 - CLOSING SALES
 INPUTTING SALES RECORDS
 PROVIDE SALES SUPPORT
ESTABLISH CONTACT WITH
CUSTOMERS
 Recognizing and greeting customer

 Maintaining personal dress and presentation

 Communicating customers through interpersonal skill

 Maintaining sensitivity to customer

 Establishing rapport and expressing genuine interest

Recognizing and greeting customers

Customers are an organization’s most valuable asset.

All employees have a role to play in building a professional relationship with their

customers to ensure they remain loyal to the organization. Communicating clearly and
effectively with customers is the key to good customer relationships.
Every time an employee interacts with a customer they are contributing to the

customer's impression of the organization.

The importance of good customer
relations
 Quality customer service means:

 Good customer service experience

Types of customers

1. External customers

2. Internal customers
Ways of greeting customers

A. Greeting and acknowledging face-to-face customers

B. Greeting and acknowledging a customer over the telephone

C. Using your voice

Ways of greeting customers

 Asking a customer to wait - there may be seats in the reception area and tea and

coffee might be offered

 Taking a customer to another staff member

 Dealing with difficult customers or callers (you must know who to refer them to)

 Handling confidential information

Greeting and acknowledging a customer
over the telephone

 A greeting, such as 'Good morning'

 The name of the organization; for example, ‘SONY’

 Your name; for example, 'This is Joseph speaking'

Organizational guidelines and procedures
in providing customer service

A.Vision or mission statements and

business plans
B. Policies and procedures manuals
C. Legislative requirement
Policies and procedures manuals

 access and equity principles and practices

 Anti-discrimination and related policies

 Occupational health and safety (OHS) procedures for dealing with customers and
contractors

 Customer service principles and guidelines

 Legal and organizational policies, guidelines and requirements

 Continuous-improvement processes and standards

 Quality-assurance principles and procedures

Legislative requirement

 All organizations must comply with legislation relating to:

 human rights and equal opportunity

 antidiscrimination/Sexual

 Racial and Disability/, privacy and occupational health and safety.

Ways of Avoiding Customer Dissatisfaction

 1) Smile with your greeting.

 2) Stop what you are doing.

 3) Show, don’t tell.

 4) Ask questions.

 5) Dress professionally.

 6) Projecting a good image:

Communicating customers
through interpersonal skill

 Let the customer know you are listening

 Make sure you know what the customer has said

 Don't interrupt

 Take notes

 Use appropriate body language

 Questioning

 Summarizing

 Rephrasing
UNIT TWO: - IDENTIFYING
CUSTOMER NEEDS

CONTENT
 Determining Questioning and active listening

 Assessing customer needs

 Providing information to customer

 Assisting customer preference

 Identifying personal limitations

 customer needs

 Customer needs are the psychological and physical motivations that make someone
want to purchase a product or service and stay loyal to that business.

 For example, customers today need quick and convenient ways to reach support
online.

 If a business doesn’t provide an online experience that’s on par with, or better than,
an in-person experience, customers might leave for a competitor that does.
2.1. Determining questioning and active listening

 Find out about the office opening hours

 Find out who they should speak to about a problem

 Arrange an appointment with someone in the organization

 Find out about special products or services the organization offers

 Find out about the availability of products or services

 Ask about special offers such as discounts

 Return a product

 Complain
2.2. Assessing customer needs

2.2.1 Procedures of Customer Needs Assessment

 How to Conduct a Customer Needs Assessment

 Define Your Target Market

 Identify Your Customer Segments

 Conduct Primary Research

 Conduct Secondary Research

 Analyze Your Findings

 Develop Recommendations

 Implement Your Recommendations

 2.3. Providing information to
customers
 The urgency and sensitivity of a customer request will vary. The need for a repair can
range from extremely urgent; for example, if there is a threat to someone's health and
safety, or if there would be critical adverse economic effects such as loss of production
and revenue, through to non-critical cases where there is no real need for extreme
urgency.
2.3.1. Appropriate ways of providing
information to customers

 Providing information immediately

 Assessing the urgency of a request

 Providing options

 Provide Product and service information

Material includes:

 Product brochures

 Catalogues

 Order forms

 Policy documents

 Price lists

 Leaflets and brochures detailing company services and website links

Unit Three:- Deliver Customer
Service
 Identifying customer service
 Providing information regarding problem
 Enhancing opportunities quality service and product
 Identifying customer service

Concept of Services

 A service is any activity or benefit that one party can offer to another which is
essentially intangible and does not result in the ownership of anything.
Examples of services:

 renting a hotel room,

 depositing money in a bank,
 travelling on an airplane,
 visiting a doctor,
 getting a haircut,
 having a car repaired,
 watching a professional sport,
 seeing a movie,
Services provide by manufacturers

 Distribution And Delivery,

 Equipment Repair And Maintenance,

 Training Programs,

 Technical Consultation And Advice.

Difference between product and Service

PRODUCT

 Products are simply objects that are manufactured, stored, transported, advertised,

and then sold.

 either be tangible or intangible

CONT…

 Need vs. Relationship– a product is specifically designed to satisfy the needs and wants of
the customers and can be carried away.

 However, with a service, satisfaction is obtained but nothing is carried away.

 Perishability- services cannot be stored for later use or sale since they can only be used
during that particular time

 fresh farm and other food products are perishable

 Quantity- products can be numerically quantified and they come in different forms, shapes
and sizes. However, services cannot be numerically quantified.
CONT..

 Inseparability- services cannot be separated from their

providers since they can be consumed at the same time they are
offered. On the other hand, a product can be separated from the
owner once the purchase has been completed.
 Quality- quality of products can be compared since these are physical features that
can be held. However, it may be difficult to compare the quality of the services
rendered by different service providers.
CONT…

 Return ability- it is easier to return a product to the seller if the customer is not satisfied
about it. In turn, the customer will get a replacement of the returned product. However, a service

cannot be returned to the service provider since it is something that is intangible.

 Value perspective- the value of a service is offered by the service provider while the
value of the product is derived from using it by the customer. Value of a service cannot be separated

from the provider while the value of a product can be taken or created by the final user of the product

offered on the market.

 Types of Service

1. private
 (e.g. warehousing and distribution firms, banks)
2.Public
(e.g. police, state-run hospitals) sector organizations.
3. type of market -consumer
(e.g. household insurance policy provider, retailer)
CONT.

4. Services can be people-based

 (e.g. consultancies, education)

5. equipment-bound

(e.g. vending machines, bank cash dispensers).

 Nature and Characteristics of Service

Intangibility
 they cannot be seen,
 felt, tasted, or touched
 Inseparability:
service cannot be separated from the person or firm providing it.
Services are typically produced and consumed at the same time.
Relationship Between Production And
Consumption,
 production and marketing are highly integrated processes. The telephone company

produces telephone service while the telephone user consumes it.

 The service provider and the client are often physically present when consumption

takes place
CONT..

 . Generally, most goods are produced first, then sold and consumed. On the other
hand, services are usually sold first and produced and consumed simultaneously.

 The quality of service and customer satisfaction will be highly dependent on actions of
employees and the interactions between employees and customers.
CONT..

 Heterogeneity: Since services are performances, frequently produced by human beings, no

two services will be precisely alike

 The doctor who gives us complete attention in one visit may behave a little differently in
next visit.

 Perishability: Perishability refers to the fact that services cannot be saved, stored, resold,
or returned. Since a service are deeds, performances or acts whose production and
consumption takes place simultaneously,
CONT..
Product vs Services
SERVICE

 What is a Service?

 A service is intangible. It is the transaction of intangible goods

between the service provider and customer. One of the key ways

to differentiate it from a product is that a service is neither

transferable nor storable.

UNIT FOUR: - REGISTERING AND
SUBMITTING CUSTOMER FEEDBACK

content
 Recognizing and handling customer feedback
  Recording communication and feedbacks
  Identifying unmet customer needs
  Supporting customers services
4.1. Recognizing and handling
customer feedback

 An essential part of any business operation is to

gather the feedback received from customers.
 This feedback is crucial to the success of a
service-oriented business and allows an
organization to ensure that the service being
provided to customers is meeting their needs.
Cont..

 Feedback is the term used to describe the comments an organization

receives from its customers
4.1.1. Important feedback to an
organization

 Examine its strengths and weaknesses

 Reflect on the service it provides

 Understand its customers better

 Take steps to improve its performance

Various Types Of Feedback Organizations Might Receive
From Their External And Internal Customers .

 Compliments
 Testimonials
 Surveys and questionnaires
 Focus groups
4.1.3. Complaints and criticisms

 The most common form of feedback received from customers (both

internal and external) are complaints and criticisms.
UNIT FIVE- CLOSING SALES

• Agreeing on product or service

• Establishing customer preference

• Finalizing documentation

• Negotiating and arranging payment method

• Conducting credit checks

• Recording clearly delivery arrangements

• Complying with relevant legal documents

Need for product and service
agreement

 A MASTER SERVICE AGREEMENT IS THE FORMAL AGREEMENT MADE

BETWEEN SUPPLIERS AND BUYERS.
 Services agreement is a written contract between a service provider and a
client
 Terms And Conditions INCLUDES:
 Deliverables,
 Warranties,
 Indemnification,
 Payment Terms,
 Termination Clauses,
 Intellectual Property Rights,
 Confidential Information
5.2. Establishing customer
preference

 Dependent Upon:
 culture,
 education, and
 individual tastes
 Understand your customer Preference

1.Find out their shopping methods

2.Identify Who Your Customers Are.
3.Listen to your customer's complaints
4.Invest in customer research.
5.Conduct a customer satisfaction survey.
Ways of improve Internal
Customer Service

 Create Service Standards.

 Employee Training. .
 Manage Employee Performance.
 Job Swap.
 Process Improvement Teams.
Negotiating and arranging payment method
Payment negotiation

 Cash
 Checks
 Debit cards
 Credit cards
 Mobile payments
 Electronic bank transfer
 cash

 One of the most common and easiest forms of

payment.

Many customers will expect you to accept cash.

You won’t have to pay any fees to accept cash.

 CHECK
 May lead customers to make more frequent or larger
purchases.

Allows customers to safely make large purchases.

You won’t have to keep as much cash in your store.

You won’t have to pay any fees to accept checks.

Recording clearly delivery arrangements

 Delivery is the process of transporting goods from a

source location to a predefined destination.
 Cargo (physical goods) is primarily delivered via roads
and railroads on land.
 shipping lanes on the sea, and
 airline networks in the air.
 as pipelines for liquid goods,
 power grids for electrical power and
 computer networks such as the Internet or broadcast networks
for electronic information.
Cont..

 The general process of deliverin?’g goods is known as

distribution

 the study of effective processes for delivery and disposition of

goods and personnel is called logistics
Procurement Methods

 Procurement refers to activities involved in

obtaining the goods and services a company
needs to support its daily operations
Procurement process includes

 sourcing items,
 negotiating terms
 purchasing the items
 receiving and inspecting goods,
 keeping records of every step of the
procurement process.
Procurement vs Purchasing

 purchasing only focuses on order costs and how to lower

them,

 whereas procurement focuses on the overall value creation

and total costs throughout the purchasing cycle.

 Procurement is an umbrella term that covers other purchasing

activities

 manage supplier relationships, risk mitigation, lowering costs and

contract compliance.
What is Purchasing?

 Purchasing is part of the procurement process

and involves the system an organization or
small business uses to acquire goods and
services.
Basic diferences

 Procurement is everything related to sourcing and

carefully obtaining goods and services for a company's
business operations, while purchasing is buying the said
goods and services.

 The scope of procurement includes sourcing, negotiating,

purchasing, receiving, and recording keeping. Contrarily,
purchasing is just a part of the procurement process
Cont..

 Procurement focuses on getting the best value from goods and

services while purchasing focuses on getting the best price.

 Purchasing is short-term and more transactional.

 Procurement is long-term,
Procurement methods

1. Open tendering

2. Request for proposals

3. Two-stage tendering

4. Request for quotations

5. Selective tendering

6. Single source