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1、Internal Customer Service,Ground Rules,Participate fullyContributeEntertain possibilityChallenge yourselfHave fun!,Agenda,Establishing the MindsetColleagues vs.CustomersAppreciate the Differences“Return on Investment”Internal Customer Service BasicsWho Are Your CustomersExpand Your Definition of Int
2、ernal Customer ServiceProfessional Internal Customer Service QualitiesActions:Dos and Donts Non Verbal CommunicationVerbal CommunicationTelephone EtiquetteTop 10 Dos and Donts,Agenda,Best Practices Sharing:Nathans SharingHow Other Companies Are Doing ItPossible Next StepsTaking an Honest Look at Our
3、 Service LevelIdentifying Internal Customer NeedsDeveloping ICS Guidelines and Manuals,Bad News,By 2011,75%of IT departments will be playing very different roles compared to their current jobs10%of IT departments will be gone,10%will be absorbed by other functions,-The Gartner Group,Worse News,IT ap
4、plications getting more and more mature at high speedOutsourcing getting more and more popular,Worst News,People in this room are all IT peoplePerfect reasons for us to talk about Internal Customer Service,Customer Service is80%Attitude20%TechniqueProbably more so for Internal Customer Service,Mind
5、Set Issues,Colleagues vs.CustomersAppreciate the Differences“Return on Investment”,Our Customers,“There is only one boss,and whether a person shines shoes for a living or heads up the biggest corporation in the world,the boss remains the same.It is the customer!The customer is the person who pays ev
6、eryones salary and who decides whether a business is going to succeed or fail.In fact,the customer can fire everybody in the company from the chairman(CEO)on down,and he can do it simply by spending his money somewhere else.Literally everything we do,every concept perceived,every technology develope
7、d and associate employed,is directed with this one objective clearly in mind pleasing the customer.”-Sam M.Walton,CEO Wal-Mart,Yes,we know customers are extremely important,but,When it comes to treating our colleagues as customers,What can be the barriersfor us to treat our colleagues like acustomer
8、s?,“Return On Investment”,Organizational Benefits for Great Internal Customer ServiceKey to survival and successMotivated teamworkCost effectiveAdds to the company bottom line,“Return On Investment”,Whats In It For Me-personal benefits Service mentality-being needed More job satisfactionInterpersona
9、l skillsFrom I talent to T talentPersonal growth Of course remember the 10%,Internal Customer Service Basics,Who Are Your CustomersExpand Your Definition of Internal Customer ServiceProfessional Internal Customer Service Qualities,Who Are Your Customers?,Expand Your Definition of Customer Service,Gi
10、ving customers what they wantFinding what they want Helping customers define what they want,Case Study-Nescafe,Brand Name PriceService,Clarifying the Real Needs!,Internal Customer Service Qualities,Friendliness the most basic and associated with courtesy and politeness.Empathy the customer needs to
11、know that the service provider appreciates their wants and circumstances.Fairness the customer wants to feel they receive adequate attention and reasonable answers.,Internal Customer Service Qualities,Control the customer wants to feel his/her wants and input has influence on the outcome.Alternative
12、s most customers want choice and flexibility from service.They want to know there are many avenues to satisfy them.Result vs.Information some just need results,some appreciate more information.,Actions:Dos and Donts,Non Verbal CommunicationVerbal CommunicationTelephone EtiquetteFirst Impression You
13、Only Get OneTop 10 Dos and Donts,Key statistical consumer sector data revealed:,Customers will spend up to 10%more for the same product with better service.When customers receive good service they tell 10-12 people on average.When customers receive poor service they tell upwards of 20 people.There i
14、s an 82%chance customers will repurchase from a company where they were satisfied.There is a 91%chance that poor service will dissuade a customer from ever going back to a company.Why Should Internal Customers Be Different?,How people receive information,55%of what we learn from others comes from th
15、eir body language.38%of what we learn from others comes from their tone of voice.7%of what we learn from others comes from the words they say.,Non-Verbal Communication,SmileEye contactTone of voiceIts not what you say,its how you say it!PosturePersonal spaceObserve,Verbal Communication,Customers can
16、“see”you over telephoneInflection MonotoneVolumeLow volume sometimes helpsPaceCustomer service professionals recommend mimicking your customers pace.,Telephone Etiquette,Pick up the phone in three rings.More than three rings signals chaos in your office or inattentiveness on the part of your company
17、 or organization.Greet the caller,e.g.“hello”,“good morning”.Good manners shows you respect the caller.Give your name,e.g.,“Hi,my name is Martha”.This is a courtesy that serves to personalize the customer service experience as well as allowing the customer to hold you accountable for your level of s
18、ervice.He/she now has a point of reference and someone to contact when he/she calls back.Ask the customer if or how you can help.Asking to help tells the customer you are there to serve his/her needs and to solve his/her problems.This also leaves the customer with a positive impression.,Putting It T
19、ogether,“Good morning,thanks for calling Resound,my name is Michael,how may I help you?”,First Impressions You Only Get One,Personal responsibility for a customerOffering immediate assistanceFriendlinessUsing customers name in a conversationPleasant voice tonePolite and courteous mannersNeatnessA ge
20、nuine smile,Practice:How We Might Do It Differently,Top 10 Dos and Donts,“I dont know.”“Ill find out.”“No.”“What I can do is”“Thats not my job.”“Let me find the right person who can help you with”“Youre right this is bad.”“I understand your frustrations.”“Thats not my fault.”“Lets see what we can do
21、 about this.”,Top 10 Dos and Donts,“You need to talk to my manager.”“I can help you.”“You want it by when?”“Ill try my best.”“Calm down.”“Im sorry.”“Im busy right now.”“Ill be with you in just a moment.”“Call me back.”“I will call you back,what is your telephone number.”,Nathans Sharing,How Other Co
22、mpanies Are Doing It,Sun Set Rule,We depend on each other to accomplish our daily work,so no matter it is a request from another country,or a call from downstairs,every request shall have an answer before sunset.,10 Feet(3Meter)Rule,Look at your customer in the eye with a smile and ask“How can I hel
23、p you?”,AT&T,PR functions,Traditionally delivered either by a dedicated PR staff within a division or provided by the corporate PR group.Experimented with user choice.A small group called PR Creative Services was set up an allowed to sell its service in competition with the main corporate PR functio
24、n.Their internal customers only pay when they use the service.The pressure of having to sell their services rapidly lead to a can do attitude and the group motto,What the customer wants when they want it.In setting themselves up as an internal business rather than a traditional staff group has so sh
25、arpened their ideas of service that the group is growing at a time when many staff activities in AT&T are downsizing.,Results,Despite unrelenting cost cutting throughout our business,Creative Services has kept a healthy balance sheet and has grown to meet demand.Were applying the lessons we learned
26、through Creative Services to the way we manage and evaluate work throughout AT&T public relationsMarilyn Laurie,AT&T senior vice president of public relations,When a user raises a request,remember to ask“Why”Dont complain that your partner is not professional,problem solving is always an opportunity
27、 for our progress.Responsibility of co-workers:Identify problems and give answers.Dont“identify problems and give problems”!,Wal Mart IT Help Desk,Follow up call,alwaysSimpleReassuringGreat service!,Possible Next Steps,Taking an Honest Look at Our Service LevelSurvey/Focus Group/InterviewsIdentifyin
28、g Internal Customer NeedsRemember the Nestle CaseAction PointsWith support neededDeveloping ICS Guidelines and ManualsOn lineBest practice sharing,Be Creative!,Your Actions,Write down 2 things you will do to enhance the service you provide to your internal customers,Q&A,Thank you for participating!,
