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Customer Service DAD Riders

Customer Service DAD Riders

Panashe
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Customer Service DAD Riders

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  1. CUSTOMER SERVICE DAD RIDER

  2. Welcome to Dial A Delivery WE’RE GLAD YOU ARE HERE AND WE WOULD LIKE TO GET YOU UP TO SPEED WITH WHAT GOES ON AT DAD. IN THIS CLASS, YOU WILL LEARN ABOUT CUSTOMER SERVICE AND THE WAY WE NEED YOU TO DO THINGS.

  3. MODULE OVERVIEW

  4. AT DIAL A DELIVERY WE HAVE DEVELOPED A UNIQUE WAY OF DOING THINGS. OUR PRIMARY FOCUS IS OUR CUSTOMER NEEDS. OUR CUSTOMERS HAVE THESE NEEDS: 1.KNOWLEDGEABLE CUSTOMER SERVICE REPS 2.CLEAR COMMUNICATION 4.SPEEDY DELIVERY 5.HOT FOOD

  5. OUR GOALS AT DAD • Knowledgeable customer service reps – Know your products, Know prices, provide accurate information to the customer. • Clear communication – be audible and clearly communicate, don’t eat or drink anything when talking to the customer. DO NOT LIE to the customer • Fast Delivery - Food must be delivered within the promised time frame, no one wants to eat cold food. • Hot food – No one wants to eat cold food. We aim to make sure customers get their food while hot.

  6. WHO PAYS YOU?

  7. Part 1. WHO ARE YOUR CUSTOMERS?

  8. INTERNAL CUSTOMERS • SITE AGENTS • SHOPS TYPES OF CUSTOMERS • EXTERNAL CUSTOMERS • THE END USER

  9. WHAT IS CUSTOMER SERVICE CUSTOMER SERVICE IS BUILDING A RELATIONSHIP WITH A CUSTOMER, A RELATIONSHIP THAT, THAT INDIVIDUAL CUSTOMER WOULD LIKE TO PURSUE.

  10. WHY WOULD WE WANT TO BUILD A RELATIONSHIP WITH THE CUSTOMER? BECAUSE WHEN WE HAVE A RELATIONSHIP WITH THE CUSTOMER THEY WOULD WANT TO COME BACK AGAIN AND AGAIN TO OUR BUSINESS. THEY WON’T HAVE COMPLAINTS ABOUT OUR BUSINESS OR IF THEY DO HAVE COMPLAINTS, RATHER THAN GO ON SOCIAL MEDIA THEY WILL APPROACH US, BECAUSE WE HAVE A RELATIONSHIP.

  11. WHY ARE YOU IMPORTANT • AT DIAL A DELIVERY OUR RIDERS ARE WHAT MAKES OUR BUSINESS A SUCCESS. OUR RIDERS ARE THE FACE OF OUR BUSINESS.

  12. PROVIDING EXCEPTIONAL CUSTOMER SERVICE WHAT IS EXCEPTIONAL CUSTOMER SERVICE •IT IS GOING ABOVE AND BEYOND THE CUSTOMERS NEEDS AND EXPECTATIONS WE CANNOT STRESS ENOUGH THE IMPORTANCE OF DELIVERING ON OUR PROMISE. SPEED – QUALITY - SERVICE

  13. PROVIDING EXCEPTIONAL CUSTOMER SERVICE YOUR WILLINGNESS TO HELP YOUR CUSTOMERS ARE STEPS AWAY FROM A SATISFIED CUSTOMER. BEING FRIENDLY IS THE FIRST STEP IN CREATING GREAT RELATIONS WITH YOUR CUSTOMERS, WHEN YOU GREET YOUR CUSTOMER WITH A SMILE IT HELPS BUILD A BOND .

  14. DIMENSIONS TO CUSTOMER SERVICE • PROFESSIONALISM - USE "THANK YOU" AND "PLEASE”. • FIRST IMPRESSIONS – THE WAY YOU LOOK, YOUR SMILE AND YOUR WILLINGNESS TO HELP • SPEEDY RESPONSES - PREDICT FOLLOW-UP TIME, DON’T PAD CONVERSATION WITH IDLE CHATTER • ACCURATE INFORMATION - USE EASY-TO-UNDERSTAND EXAMPLES, DON’T BLAME OTHERS, DON’T USE DATED INFORMATION(CHECK FOR NEW PRICES AND MENU ITEMS) • GENUINE CONCERN - USE EMPATHY, DON’T JUDGE CALLER’S FEELINGS, DON’T LET ONE NEGATIVE CALL “BLEED” INTO ANOTHER • RELIABLE FOLLOW-UP - RESPONSIBILITY TO CARRY OUT PROMISED ACTION (IF YOU PROMISE TO CALL BACK THE CUSTOMER, DO AS PROMISED)

  15. Benefits of exceptional customer service •SATISFIED CUSTOMERS •INCREASED PROFITS •BRAND LOYALTY •OPENING OF MORE STORES AND HIRING MORE PEOPLE TO THE BUSINESS

  16. Benefits of exceptional customer service •YOU RECEIVE MORE TIPS FROM CUSTOMERS •YOU GET MORE REFERRALS OR MENTIONS FROM THE CUSTOMER ABOUT YOUR SERVICE THEREFORE GETTING MORE RECOGNITION •YOU BUILD A GOOD RELATIONSHIP WITH YOUR CUSTOMERS AND KEEP THEM COMING FOR MORE. TO YOU

  17. RIDER

  18. Part 2. DEALING WITH CHALLENGES

  19. DEALING WITH CHALLENGES CHALLENGES HAPPEN AND THEY CAN HAPPEN AT ANY TIME. HOW YOU DEAL WITH EACH CHALLENGE HELPS YOU COME OUT VICTORIOUS AND WITH REDUCED STRESS. REMEMBER IF YOU HAVE A CHALLENGE IT WILL HAVE RIPPLE EFFECT THAT AFFECTS YOUR CURRENT CUSTOMER AS WELL AS THE ORDERS THAT STILL HAVE TO BE PICKED UP. DEALING WITH CUSTOMERS SHOULD BE AN EXCITING EXPERIENCE , HOWEVER IF THERE IS SOMETHING WRONG WITH THE ORDER OR IF THE ORDER IS DELAYED YOU WILL POSSIBLY FACE CHALLENGING CUSTOMER SITUATIONS .

  20. THINGS TO DO WHEN FACED WITH A CHALLENGE • DEAL WITH FEELINGS FIRST. • LISTEN AND RESPOND WITH EMPATHY. • ASK QUESTIONS TO GET SPECIFICS ABOUT THE COMPLAINT • SUMMARIZE CALLER’S PROBLEM TO GET AGREEMENT • OFFER A CHOICE OF ALTERNATIVES TO FIX THE PROBLEM • LET THE CUSTOMER DECIDE WHICH ALTERNATIVE TO USE • FOLLOW THROUGH ON WHAT YOU AGREE TO DO, WHEN POSSIBLE, DO SOMETHING EXTRA

  21. HANDLING CHALLENGING CUSTOMER SITUATIONS • YOU MAY GET INTO A SITUATION WHERE THE CUSTOMER IS DRUNK. IN THIS SITUATION KEEP YOUR COOL. IF YOU ARE NOT ABLE TO NAVIGATE THAT SITUATION LET THE CALL CENTER KNOW OF YOUR EXPERIENCE. • YOU MAY ENCOUNTER CUSTOMERS THAT ARE RUDE AS WELL. THE IMPORTANT THING IS TO UNDERSTAND IT FROM THE CUSTOMER’S PERSPECTIVE. AS A GENERAL RULE, THE BUSINESS TRIES TO ENSURE THAT ITS ASSOCIATES WORK IN A VERY SAFE ENVIRONMENT HOWEVER AT TIMES, YOU MAY BE PLACE IN A PRECARIOUS POSITIONS.

  22. Part 3. SCENARIOS

  23. SCENARIO 1 • THE CUSTOMER WHO WANTS MORE THAN YOU CAN OFFER. THEY ARE NOT EASILY SATISFIED. • BE FIRM YET POLITE • BE PROFESSIONAL • AVOID BEING TOO DOCILE BUT NOT RUDE

  24. SCENARIO 2 DEALING WITH AN ABUSIVE CUSTOMER •A CUSTOMER WHO GOES BEYOND EXPRESSING ANGER ABOUT A PROBLEM AND BEGINS ATTACKING THE PERSON HANDLING HIM/HER OFTEN INCLUDES CUSSING AND PERSONAL ATTACKS. •“ALTHOUGH A CUSTOMER IS ALWAYS RIGHT”, AT SIMBISA WE DO NOT TAKE THE ABUSE OF OUR ASSOCIATES LIGHTLY. DO NOT RUSH TO CALL THE MANAGER BEFORE EXHAUSTING EVERY EFFORT TO RESOLVE THE ISSUE. STAY CALM, YOU’RE NOT THE TARGET •GIVE CUSTOMER WARNING “EXCUSE ME SIR/MA’AM ?” “I DON’T APPRECIATE THE LANGUAGE YOU ARE USING.” “ IF YOU AREN’T ABLE TO TALK WITH ME WITHOUT SWEARING, I WILL HAVE TO END THIS CALL.”

  25. SCENARIO 3 WAITING FOR A NON-RESPONSIVE CUSTOMER. •YOU ARRIVE AT YOUR LOCATION AND RING THE BELL OR KNOCK AT THE GATE AND THE CUSTOMER DOES NOT COME OUT. LET THE SITE AGENT KNOW THAT YOU ARE ON LOCATION AND THE CUSTOMER IS NOT RESPONDING, THE SITE AGENT WILL TELL YOU HOW TO PROCEED- WAIT FOR INSTRUCTIONS. MAKE SURE YOU ARE AT THE RIGHT LOCATION.

  26. SCENARIO 4 YOU HAVE BEEN INVOLVED IN AN ACCIDENT •ACCIDENTS DO HAPPEN FROM TIME TO TIME. YOUR SAFETY IS OUR CONCERN WHEN YOU ARE ON THE ROAD. RESIST MULTI-TASKING WHEN YOU ARE ON YOUR BIKE. PAY ATTENTION TO YOUR SURROUNDINGS. WHEN YOU DO GET INVOLVED IN AN ACCIDENT FIND A SAFE PLACE AND CALL THE CALL CENTER. DO NOT GET INTO ANY AGREEMENTS WITH THE OTHER PARTY YOU GET IN AN ACCIDENT WITH. CONTACT THE CALL CENTER AND WAIT FOR THEM TO LET YOU KNOW WHAT TO DO.

  27. SCENARIO 5 BIKE HAS BROKEN DOWN •WHEN YOUR BIKE BREAKS DOWN ON YOUR WAY TO MAKE DELIVERIES, CALL YOUR SITE AGENT AND LET THEM KNOW OF A POSSIBLE BREAKDOWN, EXPLAIN THE DETAILS OF WHAT HAS BROKEN DOWN. YOUR SITE AGENT WILL THEN COMMUNICATE WITH THE CUSTOMER. WAIT FOR ASSISTANCE FROM THE CALL CENTER AND STAY VIGILANT OF YOUR SURROUNDINGS AND MAKE SURE YOU ARE SAFE - ESPECIALLY AT NIGHT.

  28. DO'S AND DON’TS • DO NOT BE INDIFFERENT TO THEIR FEELINGS. IF FOR EXAMPLE YOU ARRIVE VERY LATE WITH A CUSTOMER’S ORDER AND THE CUSTOMER BECOMES IRATE AND BELLIGERENT DO NOT ADD FUEL TO THE FIRE AND SAY “IT’S NOT MY FAULT I’M JUST A DRIVER”. EMPATHIZE WITH THE CUSTOMER, ACKNOWLEDGE THEIR CONCERNS AND HELP PROVIDE A SOLUTION. OF COURSE WE EXPECT YOU TO SMILE AT THE CUSTOMER BUT IN THIS SITUATION IT’S NOT A THE TIME. • DO ACKNOWLEDGE YOUR CUSTOMERS' ISSUE. PROVIDE A SOLUTION AND SAY ‘LET ME SEE WHAT I CAN DO FOR YOU.’ NEVER SAY THERE IS NOTHING I CAN DO FOR YOU. DO NOT BE RUDE.

  29. DO'S AND DON’TS • IF A CUSTOMER IS UPSET DON’T SMILE, SMILING CAN ACTUALLY ADD FUEL TO THE FIRE. • DO ACKNOWLEDGE THE CUSTOMERS DISAPPOINTMENTS AND SINCERELY APOLOGIZE. • DO NOT ATTEMPT TO OPEN THE DOOR OR GATE WITHOUT THE CUSTOMERS PERMISSION • DO FOLLOW THE DELIVERY INSTRUCTIONS NOTED BY THE CUSTOMER

  30. DO'S AND DON’TS • DO NOT ASK FOR TIPS FROM THE CUSTOMER. THIS CAN BE SEEN AS RUDE. IF TOU HAVE DONE A GOOD JOB CUSTOMERS WILL NATURALLY TIP YOU WITHOUT YOU ASKING. • DO NOT MAKE ADVANCES TO THE CUSTOMER OR TAKE THEIR PERSONAL DETAILS FOR YOUR OWN USE. • DO KEEP THINGS PROFESSIONAL • DO NOT SHOW FRUSTRATION WHEN DEALING WITH THE CUSTOMER • ALWAYS BE COURTEOUS AND POLITE, GREET YOUR CUSTOMERS BY NAME AND WITH A SMILE.

  31. COMMUNICATION • WHAT IS COMMUNICATION?: IT IS SHARING OR EXCHANGING OF INFORMATION. • COMMUNICATION TIPS? • PAY ATTENTION TO THE PERSON YOU ARE TALKING TO • DON'T BE EMOTIONAL • LISTEN CAREFULLY AND FOLLOW INSTRUCTIONS • YOUR POINT OF VIEW IS NOT THE ONLY WAY • OTHERS MAY HAVE A DIFFERENT PERSPECTIVE THAT YOU HAVEN'T THOUGHT OF SO LISTEN AND UNDERSTAND WHERE OTHER PERSON IS COMING FROM.

  32. And that's a wrap. THANK YOU

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