ppt on customer service module 2

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CUSTOMER SERVICE

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Share an experience of Bad Customer Service

YOU as a customer…

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The most important person in any business.He is not dependent on us. We are dependent on them.Is not an interruption of our work, but the purpose of it.Is part of our business – not an outsider. Does us a favour when they come in. We aren’t doing them a favour by serving them.

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A customer is not just money in the cash register. They are human beings with feelings and deserve to be treated with respect.Is a person who comes to us with their needs and wants. It is our job to satisfy them.Deserves the most courteous attention we can give them. They are the lifeblood of every business.

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The Customer pays all our salaries wages and bonusesThe customer will go where he/she receives the best attentionThere is no profit, no growth, no jobs without the customer

Hence, You must be your customer’s best

choice!

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A typical dissatisfied customer will tell 8-10 people about their problem.

7 out of 10 complaining customers will do business with you again if you resolve the complaint in their favour.

If you resolve a complaint on the spot, 95% will do business again.

Contd…

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9%9%

13%

69%

Others

Product Dissatisfaction Better Prices Elsewhere

Poor Service

Research says…

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What matters for a Customer ?

Accuracy

Friendliness

Timeliness

Efficiency

Honesty

Courtesy

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Any or all interactions which the customer has with your organization while conducting business.It is the ability to provide a service or product in the way it has been promised.It is also about treating customers with respect and personal attention.

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G – Greet the Guest

U – Understand Guest needs

E – Explain features and benefits

S – Suggest additional items

T – Thank the Guest

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Good service is when the customer getstreatment that meets his/her expectations.

Customer Expectation

What Customer receives

Good Customer Service

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GoodCustomer Service

When the customer gets a little more than whathe/she expected, Good Service becomes Excellent

Service

+

Customer Expectation

What Customer receives

Excellent Customer Service

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Any point of interaction during which theEmployee has an opportunity to form an

Impression (negative or positive) about theCompany through its services

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Handling Different Customer

Angry Customer

Demanding Customer

Passive Customer

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A slight mistake has made the customer Aggressive.

How to handle? Let the customer finish their complain. Don’t interrupt. Be firm and polite.

Angry Customer

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The customer who wants more than you can offer. They are not easily satisfied.

How to Handle? Be firm yet polite. Be professional. Avoid being too docile but not rude.

Demanding Customer

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The Customer who listens to you. Is quitemeek and extra polite. Will sound apologeticwhen complain.

How to handle? Listen carefully what they have to say. Sound professional and don’t brush them aside. Gain their confidence.

Passive Customer

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Keep smilingMake yourself presentable/well groomedGreet each customer as he/she enters your service areaMake an eye contact when speaking to customerBe a good listener and show interest in what the customer is sayingDon’t chat with other staff when customers are around

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Identify & anticipate needs – Customers don’t just buy products/service; they buy good feelings & solutionsMake customers feel important & appreciatedAvoid rushing or doing too many things all at onceApologize when something goes wrongService a little more than they expectUse positive body language

Contd..

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