CUSTOMER FOCUS Strengthening Customer Service

Transcription

1 Strengthening Customer Service By: Prof. Anna K. Karani PhD Professor of Nursing University of Nairobi College of Health Sciences 23 rd June, 2016 University of Nairobi ISO 9001: Certified

2 Strengthening Customer Service By the end of this session, the participants are expected to: 1. State the importance of Customer focus 2. Explain the attributes - successful Customers service 3. Discuss Quality service for customer satisfaction University of Nairobi ISO 9001: Certified

3 Strengthening Customer Service Introduction For customer service we need to realize that: Every aspect of our transaction has an impact on customer service which also involve face-to-face customer contact. Customer Focus is in ISO procedure 66 which you can check later. Definition: It is the ability to satisfy customers Ability to constantly and consistently exceed the customer's expectations. University of Nairobi ISO 9001: Certified

4 Strengthening Customer Service Types of Customers include: Internal a. Students b. Staff of University of Nairobi External a. Suppliers b. Stakeholders c. Collaborators d. Kenyatta National Hospital University of Nairobi ISO 9001: Certified

5 Purpose: Improvement of Customer Service :- Involves continuous improving service Success is a journey (Peters & Waterma,2004) Maintaining customer satisfaction- consider needs of groups & individuals according to Stephen Covey, 2004 in the book Seven habits of highly effective people. e.g A leader who was concerned about lack of cooperation among his people. P.216 and read University of Nairobi ISO 9001: Certified

6 :- Purpose Cont. Improvement of Customer Service :- It involves making a commitment to learning what customers' needs and wants are. It requires developing action plan that help implement customer friendly processes. Customer focus is very important because it contributes to the success of the University. University of Nairobi ISO 9001: Certified

7 Purpose Cont. Improvement of Customer Service :- Strengthening Customer Service involves making a commitment to learn customers' needs and wants. Then developing action plans for implementing customer friendly services. University of Nairobi ISO 9001: Certified

8 Purpose Cont. Improvement of Customer Service :- Customer focus is very important because it contributes to the success of the University. It involves ensuring that all skills used to satisfy customers are maintained and there is effective customer relations. How do you do it? Finance (Bursars office), Audit, Procurement? University of Nairobi ISO 9001: Certified

9 Attributes to successful Customers service accessible, knowledgeable and courteous e.g excellent listening skills e.g willingness to compromise to reach a resolution Strong speaking skills e.g speaking clearly & slowly, maintaining a calm demeanor, even when customer becomes upset. University of Nairobi ISO 9001: Certified

10 Provide current information to customers e.g. Customers need to have the latest and accurate information about finance in the University of Nairobi policies. Let customers provide feedback about the service they receive and let them suggest areas for improvement University of Nairobi ISO 9001: Certified

11 Quality service for customer satisfaction: Improving Your Team s Customer Service Skills Direct interaction Defined by your skill and quality Team is often the face of the University A strong team, you have great customer relationships e.g Meeting a smiling welcoming face and very friendly people is satisfying. University of Nairobi ISO 9001: Certified

12 Quality service for customer satisfaction: Improving Your Team s Customer Service Skills Always lookout for opportunities to improve customer service. Ensure you improve all relationships. Productive work people pay attention to relationships (Kolroutis,2004) Identifying new ways to serve customers. University of Nairobi ISO 9001: Certified

13 Quality service for customer satisfaction: Improving Your Team s Customer Service Skills Ensure Team has the right skills. People skills translate into care skills which improve interaction Identify customers needs. Build a culture of putting other people first. University of Nairobi ISO 9001: Certified

14 1. Strengthen your customer service skills Empathy, patience and consistency Handling customers difficult, irate; hard questions; Talkative people (time wasters) is challenging. Most of you display those skills so you are a well selected team from my observation and experience. Adaptability - handling surprises, customer s mood and adapting accordingly. willingness to learn and providing good customer service is an important skill. University of Nairobi ISO 9001: Certified

15 communication: Be Clear, Use positive language, stay cheerful and the customers will be satisfied. Work ethic: Time management skills, don t spend too much with one customer, while others are waiting. Knowledge: Stay informed, But don t be afraid to say I don t know honesty is important and people trust you more. University of Nairobi ISO 9001: Certified

16 Improve interactions with customers: Thick skin: keep the customer s happiness in mind, accept blame or negative feedback, Is the customer s always right? What do you think? You may be fire fighting most of the times. University of Nairobi ISO 9001: Certified

17 Customer service skills 2. Look at every touchpoint Have you had bad customer experience at any time? If one is not careful, this can ruin your relationship if not well handled. University of Nairobi ISO 9001: Certified

18 3. Improve the customer interactions Identify a common ground like shared interests listening to customers to feel heard. Clarify and rephrase what the customers say Admit your mistakes, even if you discover them before your customers do. This builds trust and confidence., re-focus the customer s attention and resolve the issue. University of Nairobi ISO 9001: Certified

19 Improve the customer interactions Follow-up - Make sure the issue is solved, Follow up e.g with an 4. Enhance your customer service Get personal. Customers want to feel like they have access to you. Be available. Personal touch is making sure you are accessible to customers. University of Nairobi ISO 9001: Certified

20 4. Enhance your customer service Be Personal - Don t send customers away even if it is not office hours e.g lunch time Cater for your customers needs - let them know they are appreciated Create communities Let your customers feel valued and important. University of Nairobi ISO 9001: Certified

21 5. Make sure your staff are engaged Best customer service skills to be applied Reason: Dissatisfied employees are unlikely to come forward with their problems, that is why there is anonymous suggestion box. 6. Let customers provide feedback Whether it s a phone, etc to learn what needs improvement for satisfaction of customers University of Nairobi ISO 9001: Certified

22 The Customer Service Skills 1. Patience - support people when they are confused and frustrated 2. Attentiveness - ability to really listen to customers 3. Clear Communication Skills - be cautious about how some of your communication habits to customers. Relay clearly to customers, keep it simple and leave nothing to doubt. 4. Knowledge - have deep knowledge of your

23 The Customer Service Skills Cont. 5. Know your customers Use Positive Language Encourage customer satisfaction Use Language of persuasion to encourage positive perception for University of Nairobi. University of Nairobi ISO 9001: Certified

24 The Customer Service Skills Cont. 6. Acting Skills - Avoid people likely to pull you down 7. Time Management Skills spend more time with customers and when you cannot help a customer refer to someone else. 8. Ability to understand Customers - create a personal experience with customers. Look and listen for subtle clues about their current mood, patience level, personality. University of Nairobi ISO 9001: Certified

25 The Customer Service Skills Cont. 9. Calm Presence -Keeps their cool even under pressure 10. Goal Oriented Focus -allow plenty of freedom to handle customers 11. Ability to Handle Surprises - think on your feet 12. Persuasion Skills - need to have some mastery of persuasion to convince customers that our service is best. University of Nairobi ISO 9001: Certified

26 The Customer Service Skills Cont. 13. Tenacity - Work ethic and a willingness to do what needs to be done providing the service 14. Closing Ability - When one is able to end the conversation with satisfaction 15. Willingness to Learn - seek to improve Continuing Educational Development. Any Questions or comments University of Nairobi ISO 9001: Certified

27 Strengthening Customer Focus Strengthen customer focus through quality service provision in order to increase productivity and build good image for the University of Nairobi including CHS hence attract more & more customers for the World Class University. References Convey. S.(2006) The speed of Trust. New York. Simon & Schuster Convey. S.(2004) The speed of Trust. New York. Simon & Schuster Koloroutis, M.(Ed.) (2004) Relationship Based Care. A model for transforming Practice.. Minneapolis. Creative Health Care Management. Peters. T & Waterman, R. (2004) In search of Excellence. America Best run Company. London: Haper Collins Business.