• Understand the importance of Customer Service

• Handle different types of customers

• Practice complaint handling

• Discover techniques to cultivate and maintain special customer relationships

Customers and Their Roles

Reasons Why Customers Leave

Customer Service

Service-Profit Chain

Handling Customers and Their Complaints

Tips for Good Customer Service

• They are the MOST important people in any business.

• They are NOT dependent on us. We are dependent on them.

• They are NOT an interruption to our work, but thePURPOSE of it.

• They are part of our business. They are not outsiders.

• They give us favor when they come in. We are NOT doing a favor by serving them.

• They deserve the most courteous attention. They are the lifeblood of every business.

I don’t have enough time.

I don’t get paid to be nice.

Every customer is totally irate today.

I can’t deal with people who do not show me respect.

How can we do a good job if the other departments do not provide the back-up we need?

I am having a bad day.

I am always too busy.

• The customer is the business’biggest asset.

• The customer’s payment becomes part of our salaries, wages, bonuses.

• The customer will go where he/she receives the best attention.

• There is no profit, no growth, no jobs without the customer.

• 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 favor.

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

5 – 20% Probability of selling to anew prospect

60 – 70% Probability of selling to anexisting customer

It takes 12 positive experiences to make up for one unresolved negative experience.

For every customer who bothers to complain, 26 other customers remain silent.

News of bad customer service reaches more than twice as many ears as praise for

good service experience.

Poor service , 69%

Product dissatisfaction,

13%

Better prices/offers

elsewhere, 9%

Others, 9% Poor service

Productdissatisfaction

Better prices/offerselsewhere

Others

Accuracy

Friendliness

Timeliness

Efficiency

Courtesy

Honesty

Any or all interactions which the customer has with the company 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 the customers with respect, individuality, and personal attention.

GOOD SERVICE is when the customer gets the treatment that meets his/her

expectations.

BAD SERVICE is when the customer gets treatment which is less than his/her

expectations.

When the customer gets a little more that what he/she expected, Good

Service becomes EXCELLENT SERVICE.

•Internal Customers

•External Customers

An individual or group of people you may interact/serve within the organization/company.

e.g. Investment Specialists, Real Estate Brokers

Someone who comes into your organization/company for products or services – the end customers.

These customers depend on the timeliness, quality, and accuracy of the organization’s work.

Service-oriented employees

Good service –Satisfied customers

Higher SalesHigh Revenue/More profits

Higher incentives/ Bonus to

employees

• Appreciate the customer for sharing the complaint.

• Apologize for the error/mistake/inconvenience.

• Listen actively. Nod from time to time to show interest.

• Show empathy.

• Resolve, if it is within your control. If not, bring it to the notice of your supervisors.

• If not solved immediately, take down the customer’s details (name, contact number, address) to contact with the solution.

• Do follow-up until the customer is satisfied.

REMEMBER: Don’t take customers’ complaints personally.

A slight mistake can make this customer mad.

• Let the customer finish talking. Do NOT interrupt.

• Be firm and polite or else they may not be happy.

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

• Be firm yet polite.• Be professional.• Avoid being too docile but not rude.

The customer who listens to you and sounds apologetic when complaining. The

customer is quite meek and extra polite.

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

1.) APOLOGIZE – An apology makes the angry customer feel heard and understood. It defuses anger and allows to establish trust.

2.) DIPLOMACY AND EMPATHY – Use carefully-worded sentences and phrases to kill the anger brewing in them.

“Getting to the bottom of the issue is as much important to me as it is to you” or “I am sorry to hear that…”

3.) RESPONSIBILITY– Acknowledge the deficiency in the service. Commit to them that you will take care of the issue or investigate the matter personally, and will call back within required timeframe.

4.) APPRECIATE – Show appreciation for the feedback. Thank the customer for his patience. Welcome customer complaints.

• SMILE!

• Make yourself presentable/well-groomed.

• Greet each customer as he/she enters your service area. Don’t use customer’s first name unless asked to.

• Make an eye contact when speaking to customers.

• Be a good listener and show interest in what the customer is saying.

• Don’t chat with other staff when customers are around. Give them your full attention.

• Identify and anticipate needs. Customers don’t just buy products/services; they buy good feelings and solutions.

• Make customers feel important and appreciated.

• Avoid rushing or doing too many things at once.

• Apologize when something goes wrong.

• Service a little more than they expect.

• Use positive verbal and body language.

• Thank the customer for their visit.

• SMILE!

“ Your customer doesn’t care how much you

know until they know how much you care. ”

~Damon Richards