PowerPoint Presentation

Effective Customer Care

DosWhole hearted participation

Share ideas & experiences

Provide constructive feedback

Respect the views of othersStep out of your comfort zone

Be open to new ideas

Have Fun!!

Speak one at a time

Be patient

Ground Rules

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DontNo side talking

No phone allow

delayed

Ground RulesPenalty

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Create and understand customer service.Know why is it important/impact of customer service.Levels, aspect and nature of customer expectation.Tips to practice.

Objective:Know how to set a service mindset.Create a first and final impression.Expect that every customer walks out with a satisfactory smile in their face.By the end of session we will:OutcomesPurpose of this session

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Session 1Definition of Customer & Customer Service. Modern Day Customer Service. Concept of Customer Service.Why customer care is so important?

A customer is the most important visitor on our premises.

He is not dependent on us. We are dependent on him.

He is not an interruption of our work. He is the purpose of it.

He is not an outsider of our business. He is part of it.

We are not doing him a favor by serving him. He is doing us a favor by giving us the opportunity to do so.

Who are Customers?

What is Customer Care ?Customer care is at the heart of all successful companies. It can help you develop a loyal customer base and improve relationships with your customers.

Customer service adds value to a product and builds long-term relationship with our customer.What is customer service?

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Why the customer is here?What has made them choose US over our competitor?What are their expectations?At any point in the process, are those expectations being met, exceeded or falling short?What does it take to make their visit BETTER than they expected?It is the empathy that employees have for the people they are serving, the understanding they have of:

Modern Day Customer Service

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Without exceptional customer service WE don't really have a welcome business at all!

Modern Day Customer Service

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96% of dissatisfied customers DO NOT complain directly. But 1 unhappy customer will tell 9 others13% will tell at least 20 other people.

Why customer care is so important?

End of Session 1

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Expectation of Customer. Effective Tips for service.

Session 2

TIMEExpectations

Customers expectations keep rising!So how should we respond?Customer experience attitudeWe needs to fly over those expectations!

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What customers expectPositive consultation/advice from Front Desk for decision making processMeet their queries about specific product & service promptlyRespect & empathy while providing service More friendly behavior & enthusiastic approach from front executiveSpecific Problem Resolution in very first visit Good quality spare parts with in affordable price in case of NWR service

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RespectCustomer experience attitudeFeel welcomeLISTENTimely serviceTo be understoodFeel comfortableTo receive help or assistanceTo feel important

Effective Tips for service

Great First Impression

Skills what do you needThree main customer care skills that need to be displayed when serving the customer

Listening TalkingBehaviour

Pay attention Listen for ideasTake notesAssess the customers emotional stateAssess the customers level of expertiseRead between the linesListen the unspoken service requestEffective Listening Tips

When you please avoid when talking

Using jargons/ abbreviationsMumblingUsing negative languageArguingIts not my faultYoure the fifth today to complain about thatInterruptJump to conclusions

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When talking

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Behavior aspectPerditionObservationsDont take personally Focus on interests not positions Perceptions can blur your vision Do feelings have to do with this

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Some simple (but not easy) principles of dealing with difficult behavior:

Dont react.Deal with feelings.Attack the problem, not the person.Practice direct communication.Look past positions to the underlying interests.Focus on the future.

Competency:Know your products.Know the SOPs / policies.Sharpen your saw, keep updated.Be a team player.Know your SWOT & act accordingly.

Always enrich it.

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Excellent Customer Service

The Relationship Economy

End of Session 2

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Effective Customer ApproachDress up

Session 3

Motivational video

How to approach with CustomerFirst address the customer as Sir and if possible use his name.Listen carefully what customer want to say. If necessary enlist all problems in a paper.Repeat all listed complains to customer.Check for any physical damage made by customer on to the- charging port , headphone port, display, SIM tray, buttons of keypad, upper or lower shell.

How to approach with CustomerIf any damage found, inform it to customer and enlist these in the SO form.Fill customer name, contact number, address, IMEI number , purchase date and put tick on warranty check box.Write down the problem codes or mention all problems in detail in the SO form.Put tick on ATTACHMENT box.

How to approach with CustomerPut off the MMC card and SIM card and give these back to customer.Inform customer about what accessories you are taking from customer.Finally, take the warranty card from customer.

Dress upClean ShavedClean full sleeve shirt & decent trouser with black shoe (for men)/ Sharri or Selowar & kamiz ( for women)ID CardName Plate (not ready yet)

Team Work

End of Session 3

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Have You Any Question