M1 Flashcards
1
Q
A person, group, system and organization that one interacts with in his/her day to day function
A
CUSTOMER
2
Q
- those employed or involved in the workplace providing service
- employees, representatives
A
INTERNAL CUSTOMERS
3
Q
not part of the organization or not employed in the company who receiving the services being provided
A
EXTERNAL CUSTOMERS
4
Q
The 10 Commandments of Great Customer Service
- Take the time to identify customer needs by asking questions and concentrating on what the customer is really saying.
- Listen to their words, the tone of voice, body language, and most importantly, how they feel.
- Beware of making assumptions, thinking you intuitively know what the customer wants.
A
BE A GOOD LISTENER
5
Q
The 10 Commandments of Great Customer Service
- Customers don’t buy products or services. They buy good feelings and solutions to problems
- Most customer needs are emotional rather than logical.
- The more you know your customers, the better you become at anticipating their needs.
- Communicate regularly so that you are aware of problems or upcoming needs.
A
IDENTIFY AND ANTICIPATE NEEDS
6
Q
The 10 Commandments of Great Customer Service
- Treat them as individuals.
- Always use their name and find ways to compliment them, but be sincere. It creates good feeling and trust.
- Think about ways to generate good feelings about doing business with you.
- Customers are very sensitive and know whether or not you really care about them.
- Thank them every time you get a chance.
A
MAKE CUSTOMERS FEEL IMPORTANT & APPRECIATED
7
Q
10 COMMANDMENTS OF GREAT CS
- Be sure that your body language conveys sincerity.
- Your words and actions should be congruent.
A
BODY LANGUAGE IS KEY
8
Q
10 COMMANDMENTS OF GREAT CS
- Help customers understand your systems.
- Take time to explain how your systems work and how they simplify transactions.
- If customers don’t understand them, they can get confused, impatient and angry.
- Be careful that your systems don’t reduce the human element of your organization.
A
UNDERSTANDING IS CRUCIAL
9
Q
10 COMMANDMENTS OF GREAT CS
- Always look for ways to help your customers.
- When they have a request (as long as it is reasonable) tell them that you can do it.
- Look for ways to make doing business with you easy.
- Always do what you say you are going to do.
A
APPRECIATE THE POWER OF YES
10
Q
10 COMMANDMENTS OF GREAT CS
- When something goes wrong, apologize. It’s easy, and customers like it.
- The customer may not always be right, but the customer must always win.
- Deal with problems immediately and let customers know what you have done.
- Make it simple for customers to complain. Value their complaints. As much as we dislike it, it gives us an opportunity to improve.
A
KNOW HOW TO APOLOGIZE
11
Q
10 COMMANDMENTS OF GREAT CS
- Since the future of all companies lies in keeping customers happy, think of ways to elevate
yourself above the competition. - Consider the following:
- What can you give customers that they cannot get elsewhere?
- What can you do to follow up and thank people even when they don’t buy?
- What can you give customers that is totally unexpected?
A
GIVE MORE THAN EXPECTED
12
Q
10 COMMANDMENTS OF GOOD CS
- Encourage and welcome suggestions about how you could improve.
- There are several ways in which you can find out what customers think and feel about your services.
- Listen carefully to what they say.
- Check back regularly to see how things are going.
- Provide a method that invites constructive criticism, comments, and suggestions.
A
GET REGULAR FEEDBACK
13
Q
10 COMMANDMENTS OF GREAT CS
- Employees are your internal customers and need a regular dose of appreciation.
- Thank them and find ways to let them know how important they are.
- Treat your employees with respect and chances are they will have a higher regard for customers.
- Appreciation stems from the top. Treating customers and employees well is equally important.
A
TREAT EMPLOYEE WELL
14
Q
10 CS SKILLS
- an important part of your overall communication skill.
- is about hearing what the customer says but also what they’ve left unsaid. It means considering the customer’s tone and body language to truly understand how they feel and how you can help.
- Whether you speak to the customer in person, on the phone, or through a follow-up email, paraphrase what the customer said to let them know you’ve been listening and want to ensure it’s what they meant.
A
LISTENING
15
Q
helps minimize any misinterpretation that could further impact the customer service experience.
A
ACTIVE LISTENING
16
Q
10 CS SKILLS
- involves focusing on ways to fix issues by both developing solutions and helping alleviate conflict, a customer’s pain point, or anything else that stands in the way of a customer feeling good.
- a critical skill because it addresses the customer’s desire to get some type of assistance from you. Showing a desire to help and putting your knowledge, expertise, and creativity to work can create an exceptional service experience for customers.
A
PROBLEM-SOLVING
17
Q
10 CS SKILLS
- ability to remain calm despite being under pressure while dealing with an angry client or confused customers.
- Even in the face of conflict, holding onto your ____ can make the difference between alleviating the anger and stirring up the client even more
- No matter what the situation, working in customer service requires you to separate personal feelings from the exchange even if a customer is verbally abusive
- Whether it is an online review or you are face to face with the customer, showing ____ makes a good impression on the unhappy customer as well as everyone else around you.
A
PATIENCE
18
Q
10 CS SKILLS
- means having the ability to put others first in thought and action and doing so with a passion to help others.
- It shows humility and gratitude as well, illustrating to customers that you find them all more important than anything else.
- Customers will rate an experience as exceptional when service far surpasses their expectations.
- Doing even seemingly small things for them — show that you put the customers first and want to “serve” them.
A
SERVICE HEART
19
Q
10 CS SKILLS
- Positivity is looking on the bright side.
- It means being kind, polite, and cheerful
- Customer service staff who smile exude this positivity.
- A positive employee is always focused on a solution.
A
POSITIVITY
20
Q
10 CS SKILLS
- This customer service skill can also fall into the list of essential sales skills.
- Using a customer’s name along with action words can help you sell what you are offering without making the customer feel like that’s what you are doing.
- Instead, this speech makes clients feel like you are putting them first and appreciate their business.
- To deepen this skill, it’s important to spend time getting to know your customers and leveraging what you know about them to create a personal experience.
A
PERSUASIVE SPEAKING
21
Q
10 CS SKILLS
- Being mindful of your time and the appointments you set or the deadlines in place can translate into a better customer service experience.
- Customers truly appreciate that you respect their time.
- Sticking to appointment times
- Offering a fast checkout experience
- Meeting all deadlines
- Delivering earlier than expected
A
TIME MANAGEMENT
22
Q
10 CS SKILLS
- is the ability to understand another person’s emotions and their point of view because you have experienced something similar.
- Although you may not always know the exact feelings that your customers have, an ____ approach will help you focus on a similar experience or what you imagine they are going through.
- When customers believe a company “gets” them, they are more likely to return and share their positive experience with others
A
EMPATHY
23
Q
10 CS SKILLS
- Being able to adapt, pivot, and bend the general rules to please a customer enhances the service experience.
- Mental flexibility is a skill because it involves the willingness and creativity to adapt on the spot
- It’s important to also have an organizational structure and culture that allows customer service personnel to make decisions and execute on their own rather than wait for permission.
- For example, providing a discount, squeezing a client in for an appointment, or delivering a product earlier are all ways to show the customer your business is about their needs.
A
FLEXIBILITY
24
Q
10 CS SKILLS
- involve how clearly you speak (not mumbling or using confusing words), your focus, and body language.
- All of these tell the customer how interested you are in them and their needs, how willing you are to help them satisfy those needs, and how you feel about what you are doing.
- For example, enunciating your words, using simple language, and avoiding jargon are good ways to create a positive customer service experience.
A
COMMUNICATION
25
* are the **personal attributes**, **personality traits**, **inherent social cues**, and **communication abilities** needed for success on the job.
* characterize **how a person interacts** in his or her relationships with others
* similar to **emotions** or **insights** that **allow people to “read” others**.
* include **attitude**, **communication**, **creative thinking**, **work ethics teamwork**, **networking**, **decision making**, **positivity**, **time management**, **motivation**, **flexibility**, **problem-solving**, **critical thinking**, and **conflict resolution**
SOFT SKILLS
26
skills that are **learned**
HARD SKILLS
27
**related to soft skills** in that they include a **combination** of **non-technical** and **technical skills**
YBRID SKILLS
28
# SOFT SKILLS
* **essential** in customer service.
* Enunciating, **speaking loudly enough**, and employing an upbeat tone will help you communicate clearly and positively with your customers.
* If you write or email with customers, be sure to use proper grammar and spelling and choose words and phrases that convey a similarly upbeat attitude.
CLEAR COMMUNICATION
29
# SOFT SKILLS
* Listen carefully to customers to **know exactly what they need** and **how you can help them**.
* Demonstrate that you are actively listening through **body language** and **responses**.
* Don’t be afraid to **ask clarifying questions** to **make sure you understand the other person**.
* An important aspect of customer service is simply **making the customer feel heard**.
LISTENING SKILLS
30
# SOFT SKILLS
* People who work in customer service need to be able to **calmly handle** all customers, even the most negative ones.
* Patience and self-control will keep you from getting upset and saying something inappropriate
SELF CONTROL
31
# SOFT SKILLS
* goes a long way in customer service.
* If customers have a problem with a product or service, focus on what you can do to help them.
* While you **don’t want to seem overly happy** when a customer is upset, being **proactive** and **optimistic** can help a customer stay positive too
POSITIVE ATTITUDE
32
# SOFT SKILLS
* When dealing with customers, you want to be able to **take control of the situation** and do what you need to do in an efficient manner.
* If you are **meek or passive**, customers may **not have faith in you**. However, you also don’t want to be aggressive or demanding, which can offend customers.
* By speaking in a **strong**, **steady** voice, asking direct questions, and keeping track of what you need to do, you will convey confidence without being aggressive.
ASSERTIVENESS
33
# SOFT SKILLS
* It is important for you to be a **creative problem solver**.
* Always make sure you **understand problems clearly** and offer customers realistic solutions. **Think creatively**; often you will need to think of solutions that fit the needs of a specific customer.
* If you cannot find a solution that works for a customer, help her **locate additional help**.
* Customers will appreciate your **interest in their problem** and your **willingness to help** in whatever way possible.
CONFLICT RESOLUTION
34
# SOFT SKILLS
* It is important to understand what customers say and also how they feel.
* If you struggle to convey empathy, think about being in that customer’s position.
* How would you feel? How would you like to be treated? What would you feel like if you had the same problem the customer did? These questions will help you to identify with and better assist your customers.
EMPATHY
35
# SOFT SKILLS
* While you should be friendly with your customers, remember that **you are not there to share your life story**.
* When a customer explains an issue he is having, there is **no need for you to respond with your own**, related problem.
DEPERSONALIZATION
36
# SOFT SKILLS
* This is a big part of working in customer service, and that includes being able to say, **“I’m sorry,”** whether it’s for a late shipment or the poor quality of a product.
* You have to be able to **sincerely apologize** to a customer on behalf of your company even when the problem was not your fault. Hearing an apology almost always makes a customer feel better.
TAKING RESPONSIBILITY
37
# SOFT SKILLS
* This can make a potentially stressful customer-service interaction **more enjoyable**.
* If a customer **cracks a silly joke**, she will appreciate it if you **chuckle** along with her.
* However, make sure **you are never laughing at a customer**, such as when they make a mistake or have trouble with something. Instead, **laugh with your customers**.
A SENSE OF HUMOR
38
* They are the ones who **line up** in the drugstore and **patiently wait** for their turn to be attended to.
* They **take time to listen during patient counselling** and so they are **able to receive important information** about their medicine.
* They are the **easiest customers to deal with**, and the ones you're always motivated to serve better.
* you get to **bring out the best in your service** and perhaps do an extra mile just to please them.
* These kind of customers are **quite common** in the drugstore and **they make going to work worth
looking forward to everyday**.
PATIENT CUSTOMER
39
* Being talkative in the sense of being communicative is certainly a good thing especially if the customer is communicating the status of their health, how they are responding to their prescription medicines, and if they are experiencing any adverse effects with their drugs.
* These kinds of information are very important because we are able to find out how effective their medication is and how well they are responding to their medicines.
* **easier to establish rapport** with this kind of customers and make patient counselling much more effective.
* challenge to the pharmacist is how to **control the flow of conversation** - the pharmacist must know **how to steer the conversation** such that relevant information helpful to the patient's health is the main course of the dialogue and not gibberish nonsense.
TALKATIVE CUSTOMER
40
* Being demanding not only takes away the chance of good customer-pharmacist relationship but also **dampens the mood** for what could have been a great round of patient counselling.
* This type of customer is probably the **most challenging test** to a pharmacist's professionalism but the key is to **give the customer what he wants right away** while giving him as much information as you possibly can.
DEMANDING CUSTOMER
41
* This is a type of customer who walks into the drugstore and **do not care at all** whether you put out good (or bad) service for them.
* would approach with **neither a smile nor a frown**, making it difficult to tell if they are happy with your service, or simply disgusted with it. It is also quite **hard to figure out if they are in the mood** for some information about their meds or are in a hurry to get out of the store.
* They also pose a challenge to the professionalism of a pharmacist because it is **difficult to set a rapport** with them.
INDIFFERENT CUSTOMER
42
* This is a customer who is simply **fuming mad** about a something, whether it would be about the prices of medicines, or uncovered medications, or some other concerns.
* simply the **toughest challenge** one can encounter inside the drugstore.
* **Extra care with less judgement is necessary** when dealing with these kind of customers. It is important to **find out where exactly they're coming from** and **allow them to express their anger** without taking anything personally.
* **active listening** and **empathy** are the **most effective ways of dealing** with these type of customers.
IRATE CUSTOMER
