InternalCustomerServiceInternalCustomerService1GroundRulesParticipatefullyContributeEntertainpossibilityChallengeyourselfHavefun!GroundRulesParticipatefully2內(nèi)部客戶服務(wù)培訓(xùn)-Internal-Customer-Service課件3內(nèi)部客戶服務(wù)培訓(xùn)-Internal-Customer-Service課件4AgendaEstablishingtheMindsetColleaguesvs.CustomersAppreciatetheDifferences“ReturnonInvestment”InternalCustomerServiceBasicsWhoAreYourCustomersExpandYourDefinitionofInternalCustomerServiceProfessionalInternalCustomerServiceQualitiesActions:Do’sandDont’sNonVerbalCommunicationVerbalCommunicationTelephoneEtiquetteTop10Do’sandDont’sAgendaEstablishingtheMindse5AgendaBestPracticesSharing:Nathan’sSharingHowOtherCompaniesAreDoingItPossibleNextStepsTakinganHonestLookatOurServiceLevelIdentifyingInternalCustomerNeedsDevelopingICSGuidelinesandManualsAgendaBestPracticesSharing:6BadNewsBy2011,75%ofITdepartmentswillbeplayingverydifferentrolescomparedtotheircurrentjobs10%ofITdepartmentswillbegone,10%willbeabsorbedbyotherfunctions-TheGartnerGroupBadNewsBy2011,75%ofITdep7WorseNewsITapplicationsgettingmoreandmoremature–athighspeedOutsourcinggettingmoreandmorepopularWorseNewsITapplicationsgett8WorstNewsPeopleinthisroomareallITpeoplePerfectreasonsforustotalkaboutInternalCustomerServiceWorstNewsPeopleinthisroom9CustomerServiceis

80%Attitude

20%Technique

ProbablymoresoforInternalCustomerServiceCustomerServiceis

80%Attitu10MindSetIssuesColleaguesvs.CustomersAppreciatetheDifferences“ReturnonInvestment”MindSetIssuesColleaguesvs.11OurCustomers“Thereisonlyoneboss,andwhetherapersonshinesshoesforalivingorheadsupthebiggestcorporationintheworld,thebossremainsthesame.Itisthecustomer!Thecustomeristhepersonwhopayseveryone’ssalaryandwhodecideswhetherabusinessisgoingtosucceedorfail.Infact,thecustomercanfireeverybodyinthecompanyfromthechairman(CEO)ondown,andhecandoitsimplybyspendinghismoneysomewhereelse.Literallyeverythingwedo,everyconceptperceived,everytechnologydevelopedandassociateemployed,isdirectedwiththisoneobjectiveclearlyinmind–pleasingthecustomer.”--SamM.Walton,CEOWal-MartOurCustomers“Thereisonlyon12內(nèi)部客戶服務(wù)培訓(xùn)-Internal-Customer-Service課件13內(nèi)部客戶服務(wù)培訓(xùn)-Internal-Customer-Service課件14Yes,weknowcustomersareextremelyimportant,butWhenitcomestotreatingourcolleaguesascustomers…Yes,weknowcustomersareext15Whatcanbethebarriers

forustotreatourcolleagueslikeacustomers?Whatcanbethebarriers

foru16“ReturnOnInvestment”O(jiān)rganizationalBenefitsforGreatInternalCustomerServiceKeytosurvivalandsuccessMotivatedteamworkCosteffectiveAddstothecompanybottomline“ReturnOnInvestment”O(jiān)rganiza17“ReturnOnInvestment”What’sInItForMe-personalbenefitsServicementality-beingneededMorejobsatisfactionInterpersonalskillsFromItalenttoTtalentPersonalgrowthOfcourse–rememberthe10%“ReturnOnInvestment”What’sI18InternalCustomerServiceBasicsWhoAreYourCustomers

ExpandYourDefinitionofInternalCustomerService

ProfessionalInternalCustomerServiceQualities

InternalCustomerServiceBasi19WhoAreYourCustomers?WhoAreYourCustomers?20ExpandYourDefinitionof

CustomerServiceGivingcustomerswhattheywantFindingwhattheywantHelpingcustomersdefinewhattheywantExpandYourDefinitionof

Cus21CaseStudy-NescafeBrandNamePriceServiceCaseStudy-NescafeBrandName22內(nèi)部客戶服務(wù)培訓(xùn)-Internal-Customer-Service課件23ClarifyingtheRealNeeds!!ClarifyingtheRealNeeds!!24InternalCustomerServiceQualitiesFriendliness–themostbasicandassociatedwithcourtesyandpoliteness.Empathy–thecustomerneedstoknowthattheserviceproviderappreciatestheirwantsandcircumstances.Fairness–thecustomerwantstofeeltheyreceiveadequateattentionandreasonableanswers.InternalCustomerServiceQual25InternalCustomerServiceQualitiesControl–thecustomerwantstofeelhis/herwantsandinputhasinfluenceontheoutcome.Alternatives–mostcustomerswantchoiceandflexibilityfromservice.Theywanttoknowtherearemanyavenuestosatisfythem.Resultvs.Information–somejustneedresults,someappreciatemoreinformation.InternalCustomerServiceQual26Actions:Do’sandDont’sNonVerbalCommunicationVerbalCommunicationTelephoneEtiquetteFirstImpression–YouOnlyGetOneTop10Do’sandDont’sActions:Do’sandDont’sNonV27Keystatisticalconsumersectordatarevealed:Customerswillspendupto10%moreforthesameproductwithbetterservice.Whencustomersreceivegoodservicetheytell10-12peopleonaverage.Whencustomersreceivepoorservicetheytellupwardsof20people.Thereisan82%chancecustomerswillrepurchasefromacompanywheretheyweresatisfied.Thereisa91%chancethatpoorservicewilldissuadeacustomerfromevergoingbacktoacompany.WhyShouldInternalCustomersBeDifferent?Keystatisticalconsumersecto28Howpeoplereceiveinformation55%ofwhatwelearnfromotherscomesfromtheirbodylanguage.38%ofwhatwelearnfromotherscomesfromtheirtoneofvoice.7%ofwhatwelearnfromotherscomesfromthewordstheysay.Howpeoplereceiveinformation29Non-VerbalCommunication

SmileEyecontactToneofvoiceIt’snotwhatyousay,it’showyousayit!PosturePersonalspaceObserveNon-VerbalCommunicationSmile30VerbalCommunication

Customerscan“see”youovertelephoneInflectionMonotoneVolumeLowvolumesometimeshelpsPaceCustomerserviceprofessionalsrecommendmimickingyourcustomerspace.VerbalCommunicationCustomers31TelephoneEtiquette

Pickupthephoneinthreerings.Morethanthreeringssignalschaosinyourofficeorinattentivenessonthepartofyourcompanyororganization.Greetthecaller,e.g.“hello”,“goodmorning”.Goodmannersshowsyourespectthecaller.Giveyourname,e.g.,“Hi,mynameisMartha”.Thisisacourtesythatservestopersonalizethecustomerserviceexperienceaswellasallowingthecustomertoholdyouaccountableforyourlevelofservice.He/shenowhasapointofreferenceandsomeonetocontactwhenhe/shecallsback.Askthecustomeriforhowyoucanhelp.Askingtohelptellsthecustomeryouaretheretoservehis/herneedsandtosolvehis/herproblems.Thisalsoleavesthecustomerwithapositiveimpression.TelephoneEtiquettePickupth32PuttingItTogether“Goodmorning,thanksforcallingResound,mynameisMichael,howmayIhelpyou?”PuttingItTogether“Goodmorn33FirstImpressions–YouOnlyGetOne

PersonalresponsibilityforacustomerOfferingimmediateassistanceFriendlinessUsingcustomer’snameinaconversationPleasantvoicetonePoliteandcourteousmannersNeatnessAgenuinesmileFirstImpressions–YouOnlyG34Practice:

HowWeMightDoItDifferentlyPractice:

HowWeMightDoIt35Top10Do’sandDont’s“Idon’tknow.”“I’llfindout.”“No.”“WhatIcandois…”“That’snotmyjob.”“Letmefindtherightpersonwhocanhelpyouwith…”“You’reright–thisisbad.”“Iunderstandyourfrustrations.”“That’snotmyfault.”“Let’sseewhatwecandoaboutthis.”Top10Do’sandDont’s“Idon’t36Top10Do’sandDont’s“Youneedtotalktomymanager.”“Icanhelpyou.”“Youwantitbywhen?”“I’lltrymybest.”“Calmdown.”“I’msorry.”“I’mbusyrightnow.”“I’llbewithyouinjustamoment.”“Callmeback.”“Iwillcallyouback,whatisyourtelephonenumber.”Top10Do’sandDont’s“Younee37Nathan’sSharingNathan’sSharing38HowOtherCompaniesAreDoingItHowOtherCompaniesAreDoing39內(nèi)部客戶服務(wù)培訓(xùn)-Internal-Customer-Service課件40SunSetRuleWedependoneachothertoaccomplishourdailywork,sonomatteritisarequestfromanothercountry,oracallfromdownstairs,everyrequestshallhaveananswerbeforesunset.SunSetRuleWedependoneach41內(nèi)部客戶服務(wù)培訓(xùn)-Internal-Customer-Service課件4210Feet(3Meter)RuleLookatyourcustomerintheeyewithasmileandask“HowcanIhelpyou?”10Feet(3Meter)RuleLookaty43AT&T,PRfunctionsTraditionallydeliveredeitherbyadedicatedPRstaffwithinadivisionorprovidedbythecorporatePRgroup.Experimentedwithuserchoice.AsmallgroupcalledPRCreativeServiceswassetupanallowedtosellitsserviceincompetitionwiththemaincorporatePRfunction.Theirinternalcustomersonlypaywhentheyusetheservice.Thepressureofhavingtoselltheirservicesrapidlyleadtoa"cando"attitudeandthegroupmotto,"Whatthecustomerwantswhentheywantit."InsettingthemselvesupasaninternalbusinessratherthanatraditionalstaffgrouphassosharpenedtheirideasofservicethatthegroupisgrowingatatimewhenmanystaffactivitiesinAT&Taredownsizing.AT&T,PRfunctionsTraditionall44ResultsDespiteunrelentingcostcuttingthroughoutourbusiness,CreativeServiceshaskeptahealthybalancesheetandhasgrowntomeetdemand.We'reapplyingthelessonswelearnedthroughCreativeServicestothewaywemanageandevaluateworkthroughoutAT&TpublicrelationsMarilynLaurie,AT&TseniorvicepresidentofpublicrelationsResultsDespiteunrelentingcos45內(nèi)部客戶服務(wù)培訓(xùn)-Internal-Customer-Service課件46Whenauserraisesarequest,remembertoask“Why”Don’tcomplainthatyourpartnerisnotprofessional,problemsolvingisalwaysanopportunityforourprogress.Responsibilityofco-workers:Identifyproblemsandgiveanswers.Don’t“identifyproblemsandgiveproblems”!Whenauserraisesarequest,47WalMartITHelpDeskFollowupcall,alwaysSimpleReassuringGreatservice!WalMartITHelpDeskFollowup48PossibleNextStepsTakinganHonestLookatOurServiceLevelSurvey/FocusGroup/InterviewsIdentifyingInternalCustomerNeedsRemembertheNestleCaseActionPointsWithsupportneededDevelopingICSGuidelinesandManualsOnlineBestpracticesharingPossibleNextStepsTakinganH49內(nèi)部客戶服務(wù)培訓(xùn)-Internal-Customer-Service課件50BeCreative!

BeCreative!51YourActionsWritedown2thingsyouwilldotoenhancetheserviceyouprovidetoyourinternalcustomersYourActionsWritedown2thing52Q&AQ&A53Thankyouforparticipating!Thankyouforparticipating!54內(nèi)部客戶服務(wù)培訓(xùn)-Internal-Customer-Service課件55InternalCustomerServiceInternalCustomerService56GroundRulesParticipatefullyContributeEntertainpossibilityChallengeyourselfHavefun!GroundRulesParticipatefully57內(nèi)部客戶服務(wù)培訓(xùn)-Internal-Customer-Service課件58內(nèi)部客戶服務(wù)培訓(xùn)-Internal-Customer-Service課件59AgendaEstablishingtheMindsetColleaguesvs.CustomersAppreciatetheDifferences“ReturnonInvestment”InternalCustomerServiceBasicsWhoAreYourCustomersExpandYourDefinitionofInternalCustomerServiceProfessionalInternalCustomerServiceQualitiesActions:Do’sandDont’sNonVerbalCommunicationVerbalCommunicationTelephoneEtiquetteTop10Do’sandDont’sAgendaEstablishingtheMindse60AgendaBestPracticesSharing:Nathan’sSharingHowOtherCompaniesAreDoingItPossibleNextStepsTakinganHonestLookatOurServiceLevelIdentifyingInternalCustomerNeedsDevelopingICSGuidelinesandManualsAgendaBestPracticesSharing:61BadNewsBy2011,75%ofITdepartmentswillbeplayingverydifferentrolescomparedtotheircurrentjobs10%ofITdepartmentswillbegone,10%willbeabsorbedbyotherfunctions-TheGartnerGroupBadNewsBy2011,75%ofITdep62WorseNewsITapplicationsgettingmoreandmoremature–athighspeedOutsourcinggettingmoreandmorepopularWorseNewsITapplicationsgett63WorstNewsPeopleinthisroomareallITpeoplePerfectreasonsforustotalkaboutInternalCustomerServiceWorstNewsPeopleinthisroom64CustomerServiceis

80%Attitude

20%Technique

ProbablymoresoforInternalCustomerServiceCustomerServiceis

80%Attitu65MindSetIssuesColleaguesvs.CustomersAppreciatetheDifferences“ReturnonInvestment”MindSetIssuesColleaguesvs.66OurCustomers“Thereisonlyoneboss,andwhetherapersonshinesshoesforalivingorheadsupthebiggestcorporationintheworld,thebossremainsthesame.Itisthecustomer!Thecustomeristhepersonwhopayseveryone’ssalaryandwhodecideswhetherabusinessisgoingtosucceedorfail.Infact,thecustomercanfireeverybodyinthecompanyfromthechairman(CEO)ondown,andhecandoitsimplybyspendinghismoneysomewhereelse.Literallyeverythingwedo,everyconceptperceived,everytechnologydevelopedandassociateemployed,isdirectedwiththisoneobjectiveclearlyinmind–pleasingthecustomer.”--SamM.Walton,CEOWal-MartOurCustomers“Thereisonlyon67內(nèi)部客戶服務(wù)培訓(xùn)-Internal-Customer-Service課件68內(nèi)部客戶服務(wù)培訓(xùn)-Internal-Customer-Service課件69Yes,weknowcustomersareextremelyimportant,butWhenitcomestotreatingourcolleaguesascustomers…Yes,weknowcustomersareext70Whatcanbethebarriers

forustotreatourcolleagueslikeacustomers?Whatcanbethebarriers

foru71“ReturnOnInvestment”O(jiān)rganizationalBenefitsforGreatInternalCustomerServiceKeytosurvivalandsuccessMotivatedteamworkCosteffectiveAddstothecompanybottomline“ReturnOnInvestment”O(jiān)rganiza72“ReturnOnInvestment”What’sInItForMe-personalbenefitsServicementality-beingneededMorejobsatisfactionInterpersonalskillsFromItalenttoTtalentPersonalgrowthOfcourse–rememberthe10%“ReturnOnInvestment”What’sI73InternalCustomerServiceBasicsWhoAreYourCustomers

ExpandYourDefinitionofInternalCustomerService

ProfessionalInternalCustomerServiceQualities

InternalCustomerServiceBasi74WhoAreYourCustomers?WhoAreYourCustomers?75ExpandYourDefinitionof

CustomerServiceGivingcustomerswhattheywantFindingwhattheywantHelpingcustomersdefinewhattheywantExpandYourDefinitionof

Cus76CaseStudy-NescafeBrandNamePriceServiceCaseStudy-NescafeBrandName77內(nèi)部客戶服務(wù)培訓(xùn)-Internal-Customer-Service課件78ClarifyingtheRealNeeds!!ClarifyingtheRealNeeds!!79InternalCustomerServiceQualitiesFriendliness–themostbasicandassociatedwithcourtesyandpoliteness.Empathy–thecustomerneedstoknowthattheserviceproviderappreciatestheirwantsandcircumstances.Fairness–thecustomerwantstofeeltheyreceiveadequateattentionandreasonableanswers.InternalCustomerServiceQual80InternalCustomerServiceQualitiesControl–thecustomerwantstofeelhis/herwantsandinputhasinfluenceontheoutcome.Alternatives–mostcustomerswantchoiceandflexibilityfromservice.Theywanttoknowtherearemanyavenuestosatisfythem.Resultvs.Information–somejustneedresults,someappreciatemoreinformation.InternalCustomerServiceQual81Actions:Do’sandDont’sNonVerbalCommunicationVerbalCommunicationTelephoneEtiquetteFirstImpression–YouOnlyGetOneTop10Do’sandDont’sActions:Do’sandDont’sNonV82Keystatisticalconsumersectordatarevealed:Customerswillspendupto10%moreforthesameproductwithbetterservice.Whencustomersreceivegoodservicetheytell10-12peopleonaverage.Whencustomersreceivepoorservicetheytellupwardsof20people.Thereisan82%chancecustomerswillrepurchasefromacompanywheretheyweresatisfied.Thereisa91%chancethatpoorservicewilldissuadeacustomerfromevergoingbacktoacompany.WhyShouldInternalCustomersBeDifferent?Keystatisticalconsumersecto83Howpeoplereceiveinformation55%ofwhatwelearnfromotherscomesfromtheirbodylanguage.38%ofwhatwelearnfromotherscomesfromtheirtoneofvoice.7%ofwhatwelearnfromotherscomesfromthewordstheysay.Howpeoplereceiveinformation84Non-VerbalCommunication

SmileEyecontactToneofvoiceIt’snotwhatyousay,it’showyousayit!PosturePersonalspaceObserveNon-VerbalCommunicationSmile85VerbalCommunication

Customerscan“see”youovertelephoneInflectionMonotoneVolumeLowvolumesometimeshelpsPaceCustomerserviceprofessionalsrecommendmimickingyourcustomerspace.VerbalCommunicationCustomers86TelephoneEtiquette

Pickupthephoneinthreerings.Morethanthreeringssignalschaosinyourofficeorinattentivenessonthepartofyourcompanyororganization.Greetthecaller,e.g.“hello”,“goodmorning”.Goodmannersshowsyourespectthecaller.Giveyourname,e.g.,“Hi,mynameisMartha”.Thisisacourtesythatservestopersonalizethecustomerserviceexperienceaswellasallowingthecustomertoholdyouaccountableforyourlevelofservice.He/shenowhasapointofreferenceandsomeonetocontactwhenhe/shecallsback.Askthecustomeriforhowyoucanhelp.Askingtohelptellsthecustomeryouaretheretoservehis/herneedsandtosolvehis/herproblems.Thisalsoleavesthecustomerwithapositiveimpression.TelephoneEtiquettePickupth87PuttingItTogether“Goodmorning,thanksforcallingResound,mynameisMichael,howmayIhelpyou?”PuttingItTogether“Goodmorn88FirstImpressions–YouOnlyGetOne

PersonalresponsibilityforacustomerOfferingimmediateassistanceFriendlinessUsingcustomer’snameinaconversationPleasantvoicetonePoliteandcourteousmannersNeatnessAgenuinesmileFirstImpressions–YouOnlyG89Practice:

HowWeMightDoItDifferentlyPractice:

HowWeMightDoIt90Top10Do’sandDont’s“Idon’tknow.”“I’llfindout.”“No.”“WhatIcandois…”“That’snotmyjob.”“Letmefindtherightpersonwhocanhelpyouwith…”“You’reright–thisisbad.”“Iunderstandyourfrustrations.”“That’snotmyfault.”“Let’sseewhatwecandoaboutthis.”Top10Do’sandDont’s“Idon’t91Top10Do’sandDont’s“Youneedtotalktomymanager.”“Icanhelpyou.”“Youwantitbywhen?”“I’lltrymybest.”“Calmdown.”“I’msorry.”“I’mbusyrightnow.”“I’llbewithyouinjustamoment.”“Callmeback.”“Iwillcallyouback,whatisyourtelephonenumber.”Top10Do’sandDont’s“Younee92Nathan’sSharingNathan’sSharing93HowOtherCompaniesAreDoingItHowOtherCompaniesAreDoing94內(nèi)部客戶服務(wù)培訓(xùn)-Internal-Customer-Service課件95SunSetRuleWedependoneachothertoaccomplishourdailywork,sonomatteritisarequestfromanothercountry,oracallfromdownstairs,everyrequestshallhaveananswerbeforesunset.SunSetRuleWedependoneach96內(nèi)部客戶服務(wù)培訓(xùn)-Internal-Customer-Service課件9710Feet(3Meter)RuleLookatyourcustomerintheeyewithasmileandask“HowcanIhelpyou?”10Feet(3Meter)RuleLookaty98AT&T,PRfunctionsTraditionallydeliveredeitherbyadedicatedPRstaffwithinadivisionorprovidedbythecorporatePRgr