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    Chapter 2: The Challenges of Customer Service

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    Deanprint Kjaya
    The chapter discusses the challenges of customer service, including different types of customers that require high or low levels of interaction. It explains common barriers to good customer service like poor communication, attitude problems, and lack of training, and emphasizes the importance of managing expectations, building credibility, and acting ethically. The role of an organization's values and an individual's scope of influence on customers are also addressed.

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    Chapter 2: The Challenges of Customer Service

    Uploaded by

    Deanprint Kjaya
    239 views23 pages
    The chapter discusses the challenges of customer service, including different types of customers that require high or low levels of interaction. It explains common barriers to good customer service like poor communication, attitude problems, and lack of training, and emphasizes the importance of managing expectations, building credibility, and acting ethically. The role of an organization's values and an individual's scope of influence on customers are also addressed.

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    challenge face in customer service

    Original Title

    2. Challenges in CS

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    The chapter discusses the challenges of customer service, including different types of customers that require high or low levels of interaction. It explains common barriers to good customer service like poor communication, attitude problems, and lack of training, and emphasizes the importance of managing expectations, building credibility, and acting ethically. The role of an organization's values and an individual's scope of influence on customers are also addressed.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    239 views23 pages

    Chapter 2: The Challenges of Customer Service

    Uploaded by

    Deanprint Kjaya
    The chapter discusses the challenges of customer service, including different types of customers that require high or low levels of interaction. It explains common barriers to good customer service like poor communication, attitude problems, and lack of training, and emphasizes the importance of managing expectations, building credibility, and acting ethically. The role of an organization's values and an individual's scope of influence on customers are also addressed.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 23

    CHAPTER 2: THE

    CHALLENGES OF
    CUSTOMER SERVICE

    Learning Objectives

    Explain the most common barriers to


    providing excellent customer service.
    Define customer service
    expectations.
    Explain the keys to credibility.
    Explain the importance of values in
    customer service.
    Define ethics in customer service.
    Indicate the role of scope of influence
    in customer service.

    HIGH TOUCH AND LOW TOUCH


    CUSTOMER
    HIGH TOUCH CUSTOMER
    Require a high level of
    customer interaction.
    Expecting high level of
    service.
    No interaction =
    dissatisfied.
    E.g: A buyer wants to
    buy a real estate. He
    needs clear
    explanation on the
    product, the price, the
    buying process.

    LOW TOUCH CUSTOMER


    Customer expect low
    level of interaction.
    Low touch exists
    because of technology.
    E.g: A customer
    purchase a fast food
    meal through drive-in
    windows. The customer
    place an order and
    collect the food and
    make the payment on
    next window.

    Barriers in Customer
    Service
    Barrier

    is obstacles that make it


    difficult to enter a givenmarket.
    Barrier happens when:
    You promise more than you can
    deliver. Never say No.
    Your service policies are too rigid.
    Not listening to your employees.
    Employees dealing directly with your
    customer.

    COMMON BARRIERS IN
    CUSTOMER SERVICE
    Some barriers that can be
    overcome:
    Laziness
    Poor communication skills
    Poor time management
    Attitude
    Moodiness
    Lack of adequate training
    Inadequate staffing

    HOW TO OVERCOME BARRIERS?


    Improving

    customers satisfaction
    with service is a rapidly rising
    corporate priority.
    Self evaluations to asses providers
    effectiveness and to improve
    identified areas should be performed
    periodically.
    Individual should make the effort to
    change.
    Learn as much as you can about the

    Expectation
    Vs.
    Perception

    PERCEPTIONS
    The

    way that we see something


    based on our experience.
    Perceptions been developed
    through the ways weve been
    treated, our values, priorities,
    prejudices and sensitivity of
    others.
    May be influenced by momentary
    frustration and anger.

    EXPECTATIONS
    Personal

    vision of the result that


    will come from our experience.
    Expectations may be positive or
    negative.
    Expectations are based on our
    perceptions.
    Level of perceptions:
    a) Primary expectations
    b) Secondary expectations

    TECHNIQUES FOR EXCEEDING


    EXPECTATIONS
    Become

    familiar with your customers.


    Ask your customers what their
    expectations are?
    Tell your customers what they can
    expect.
    Live up to their expectations.
    Maintain consistency.
    Communicate with customers using
    the method they want to use.

    KEYS TO CREDIBILITY
    To

    be credible means capable of being


    believed; believable, worthy of belief or
    confidence; trustworthy.
    Tips to building trust:
    Beware of your body language gestures and
    remember to keep them positive.
    Remember to make eye contact and listen with
    interest.
    Dress and act professionally.
    Become teammate with your coworkers.
    Show your dedication to customers.
    Treat all with the same high level of respect.
    Apologize of you are wrong.

    ETHICS IN CUSTOMER SERVICE


    Ethics

    are a set of principles that govern


    the conduct of an individual or group.
    Being ethical is also not the same as
    following the law.
    Sometimes the spectrum falls in gray
    areas in which right or wrong course
    of action difficult to identify.
    Ethical decision making getting harder.
    E.g of ethical actions: promotion
    techniques, privacy, bluffing, sexual
    harassment, inequality.

    CAN ETHIC BE TAUGHT?

    The Wall Street Journal announced that


    ethics courses are useless because
    ethics can't be taught.
    Socrates, a philosopher: Ethics consists
    of knowing what we ought to do, and
    such knowledge can be taught.
    Studies indicate that a person's
    behaviour is influenced by his or her
    moral perception and moral
    judgements.

    GOOD ETHICS VS. BAD ETHICS

    Bad business ethics can be said to be


    any instance in which a company
    knowingly ignores the best interests of
    its employees, customers or the
    society in general in order to earn more
    money or otherwise preserve its
    position.
    Good business ethics also comes in
    many forms. A fairer treatment to
    suppliers or a more employee friendly
    style of management.

    The Ethical Organization

    16

    Ethical individuals = honest, have integrity, strive


    for a high level of moral development

    Ethical leadership = provides the necessary


    actions, committed to ethical values and helps
    others to embody those values

    Organizational structure = embodies a code of


    ethics, and methods to implement ethical behavior

    IDENTIFY WHICH IS ETHICAL OR


    NOT
    A

    pre-med student considers copying


    the homework in Art History.
    ________________
    Giving out customers information to
    public. ____________
    Using pretty and young girl to
    promote products. ____________
    Covering

    some flaw impacts of the


    product to customers. ____________

    SCOPE OF INFLUENCE IN
    CUSTOMER SERVICE
    Influence:

    the ability to influence


    others based on our perceptions or
    experience.
    Power of word-of-mouth
    advertising.
    Studies have shown that it costs
    about five times as much to attract
    new customers as it costs to keep
    our current customers.

    Cont
    Customers are likely to share a
    positive experience with the
    people closest to them and with
    no one else.
    A happy customer can attract
    new customers at virtually no
    cost.
    Tips: Nurturing the personal
    relationships you already have,
    Staying in touch with everyone

    EXCEED CUSTOMER
    EXPECTATIONS
    Evaluate

    your competitions.
    Know your customers.
    Openly accept feedback.
    Be involved and accessible.
    Act quickly.

    EXERCISE: Learn foreign


    language
    Instruction: Find Hello / Hi! in other languages. Fill
    in the blanks.
    Malaysian

    e.g: Selamat
    Sejahtera,
    Salam

    Arab

    Mandarin

    Afrikaans

    Tamil

    Vietnamese

    Japanese

    French

    Korean

    Spanish

    Filipino

    German

    Thai

    Russian

    EXERCISE: Learn Foreign


    Language
    Instruction: Find Thank You in other languages. Fill in
    the blanks.
    Malaysian

    e.g: Terima
    Kasih

    Arab

    Mandarin

    Afrikaans

    Tamil

    Vietnamese

    Japanese

    French

    Korean

    Spanish

    Filipino

    German

    Thai

    Russian

    Q & A SESSION

    THANK YOU

    Eklas Forum
    Compare the old strategy
    customer service with the new
    trends in customer service.

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