Effective Customers Relations
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A presentation on how to effectively manage customers."Effective customer relations portrays a good image of an office, establishment, or business concern". ...

A presentation on how to effectively manage customers."Effective customer relations portrays a good image of an office, establishment, or business concern".
Albert Ohiokhie

More in: Business , Education
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  • 1. EFFECTIVE CUSTOMERS RELATIONS By: Albert Ohiokhie (HR Learning Session)
  • 2. Course Objectives
    • To analyse who a customer is.
    • The customer in the IITA concept.
    • Why customer relations is important.
    • Planning a caring approach.
    • Who is a difficult customer.
    • Handling difficult customers.
    • Is the customer always right.
  • 3. WHO IS A CUSTOMER
    • There are many definitions of who a customer
    • is and is not: here are some:-
    • Is the most important person in your office either in person or by mail.
    • 2. A customer is not an interruption of the work process, he is the purpose of it
    • 3. A customer is not dependent on us, we are dependent on him/her.
    • 4. The customer is somebody who brings us his wants – it is our job to handle them satisfactorily.
    • 5. A customer is not some one to argue with. He will always claim the right of way
  • 4. The customer in the IITA - HR concept
    • These are the IITA staff and non staff that come to our offices for one service or the other .
  • 5. Why is effective customer relations important
    • 1. Effective customer relations portrays a good image of an office, establishment, or business concern
    • 2. to a business concern, it makes the customer have a feeling of satisfaction and the craving to want to call again.
  • 6. Planning a caring approach.
    • These are in three ways:
    • 1. Personal Customer care – (Face 2 face)
    • 2. Phone customer care.
    • 3. Electronic customer care.
  • 7. Planning a caring approach (cont.)
    • Face to Face:
    • 1. Ask the customer with a smile, politely what he requires of your office.
    • 2. Take time to hear the customer’s request all out before proceeding to taking actions.
    • 3. Where you cannot meet the customer’s demands say so politely with a smile and reason
  • 8. Planning a caring approach (cont)
    • 4. Avoid negative body language as much as possible
    • 5. maintain good poise even when you are not comfortable.
    • 6. Speak distinctly and communicate effectively.
  • 9. Caring on the phone
    • 1. Answer the phone politely with a smile. The smile on your face reflects in your tone.
    • 2. Introduce your unit on the phone, the caller could have made a wrong call e.g. this is the Personnel Unit, can I please help you?.
    • 3. Be distinct and have the right choice of words
    • 4. Be patient on the phone, do not be in a hurry, hear the person on the other end out.
    • 5. Do not cut the phone with your hand but with the receiver, in so doing you will be able to hear if he has hung up or not.
  • 10. Customer care – the Electronic way.
    • Take time (promptly) to answer to request that come by e-mail.
    • Be explicit in your explanations using the right words.
    • Use the appropriate titles e.g. Dr, Mr., etc
    • Close your mails with the appropriate closing remarks e. g. thank you, kind regards etc.
  • 11. Difficult customers –
    • Refuse to accept and follow procedures.
    • Lacks understanding of HR and IITA policies.
    • Are impatient.
    • Want to over take others who are on the queue.
  • 12. Handling Difficult customers
    • Enlighten, using various forms to inform customer of our activities, processes and procedures.
    • Be firm but polite
    • Act professionally.
    • Be efficient.
  • 13. A question for all – Is the customer always right ?
    • No – but when he/she insists that he/she is right, please remain calm and refer such to higher authorities.
  • 14.
    • THANK YOU