Why My Horse Doesnt Smile
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Why My Horse Doesnt Smile

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Learn to serve your customers!!!

Learn to serve your customers!!!

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Why My Horse Doesnt Smile Presentation Transcript

  • 1. “ Why My Horse Doesn’t Smile?” A presentation by: Neelesh Kapoor
  • 2. Why My Horse Doesn’t Smile?
    • Presentation Coverage:
      • The issues and concerns that restrict us to offer good customer service
      • Different ideas and better ways and means to deliver world class customer service
      • What do we need to do in order to make customer service a priority
      • How can we exceed customer’s expectations to make them remain loyal to our organization
  • 3. Why My Horse Doesn’t Smile?
    • ‘ Customer Service’ is the ONLY differentiator in today’s biz world
    • If we don’t take care of our customers, someone else will
    • Good quality customer service is a necessity to reinforce the earlier positive experience of customer
    • Our greatest asset is the customer! Treat each customer as if they are the only ones
    • Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong
  • 4. Why My Horse Doesn’t Smile?
    • Let your customer do selling for your organization
    • Good customer service builds great experience; customers tell each other about that. Word of mouth is really powerful
    • One customer, well taken care of, could be more valuable than $10,000 worth of advertising
    • Single most important thing to remember is that the result of a business is a satisfied customer
    • There is place in the world for any business that takes care of its customers – After the Sale
  • 5. Why My Horse Doesn’t Smile?
    • Customer – A few Definitions
    • A customer is someone who purchases or rents something from an individual or organization.
    • Any person, who defines needs or wants, justifies or pays for part or entire project, or evaluates or uses the results.
    • The person or business that buys from a business; a purchaser of goods or services.
    • “ Customer service is awareness of needs,
    • problems, fears and aspirations”
  • 6. Why My Horse Doesn’t Smile?
    • Characteristics of a Customer
    • A customer is someone:
    • Who has a ‘need’ or ‘want’ of a particular article.
    • Who can afford it, means who has enough ‘money’ to buy it.
    • Who has the ‘authority’ to decide the purchase.
    • “ A company without customer service will be a
    • company without customers”
  • 7. Why My Horse Doesn’t Smile?
    • Service – Some Definitions
    • Work done by a person or group that benefits another.
    • An act of help or assistance.
    • The act of managing the expectations of others.
    • “ One customer, well taken care of, could be more
    • valuable than $10,000 worth of advertising”
  • 8. Why My Horse Doesn’t Smile?
    • Customer Service – A few Definitions
    • Customer service is your ability to cater to the needs and the wants of your customers.
    • Customer service is your ability to constantly and consistently exceed the customer's expectations.
    • “ The goal as a company is to have customer service
    • that is not just the best, but legendary advertising”
  • 9. Why My Horse Doesn’t Smile?
    • Customer Service – Few simple rules
    • Always give people more than what they expect to get
    • I may not have the answer of all questions, but for my customer
    • I will find the answer he or she is looking for. I may not have the time, but I will make it.
    • “ Care stands for Customer Are Really Everything”
  • 10. Why My Horse Doesn’t Smile?
    • Customer Service – Pre-requisite
    • I know you have an impressive wardrobe. But of all the things you wear, your expression is the most important.
    • It is true, if someone remembers your suit and not your smile, you didn’t smile enough.
    • If you work just for money, you will never make it, but if you love what you are doing and you always put customer first, success will be yours
    • “ Everyone smiles in the same language”
  • 11. Why My Horse Doesn’t Smile?
    • Smile Always
    • Smile Always
    • Smile Always
    • Smile Always
    • Smile Always
    • “ A smile is a curve that sets everything straight”
  • 12. Why My Horse Doesn’t Smile?
    • Self Esteem
    • Do we respect our self?
    • Do we feel pride in what we are doing?
    • Do we have faith in our self and our abilities?
    • Do we feel confident of achieving all the goals we have set for our self?
    • “ Put all excuses aside and remember this:
    • YOU are capable”
  • 13. Why My Horse Doesn’t Smile?
    • Positive Self Esteem
    • Learn to welcome changes rather than fear them
    • Your self-image need not to be exaggerated
    • Positive self-esteem does not make you perfect
    • Failure is a stepping stone to success. Instead of blaming or repenting, you must try to find out alternative course of action.
    • “ Sooner or later, those who win are those
    • who think they can”
  • 14. Why My Horse Doesn’t Smile?
    • Communication
    • Verbal Communication
    • Speech – Tone and Pitch of Voice
    • Choice of Words
    • Non-Verbal Communication
    • Body Language
    • Eye Contact
    • Hand Gestures
    • Facial Expressions
    • “ The ill and unfit choice of words wonderfully
    • obstructs the understanding”
  • 15. Why My Horse Doesn’t Smile?
    • Communication
    • Tone of Voice
    • Do I speak too fast or too slow?
    • Do I have long pauses between two sentences?
    • Do I get appropriate words or do I repeat words already spoken?
    • How is my pronunciation?
    • Intonation
    • The SUN rises in the east – The pitch rises while saying SUN
    • The sun rises in the EAST – The pitch rises while saying EAST
    • “ I speak two languages, Body and English”
  • 16. Why My Horse Doesn’t Smile?
    • Communication - A few tips related to body language
    • Distance from others
    • Positioning of Head
    • Communication through eyes
    • Hand Gestures
    • “ The language of the body is the key that can unlock the soul”
  • 17. Why My Horse Doesn’t Smile?
    • Communication – Listening versus Hearing
    • Listening is a prerequisite for being an effective Customer Service Representative.
    • Listening helps in understanding the customer’s complaint and point of view
    • Listening is a prerequisite to maintain good relationships
    • ” Most of us have been gifted with the ability to hear, but few of us have taken hearing and refined it into the art of listening”
  • 18. Why My Horse Doesn’t Smile?
    • Communication – Choosing your response
    • Newton’s Third Law of Motion:
    • “ When two or more bodies interact with each other their action and reaction act in the opposite direction.” Human beings are no different. To every action of ours, there is a reaction from the other person. Most of the time, this reaction is in the opposite direction. This is because everyone believes in their own point of view.
    • “ The first reaction to truth is hatred”
  • 19. Why My Horse Doesn’t Smile?
    • Communication – Choosing your response
    • In ‘Mahabharata’ when Arjuna asked Lord Krishna, “ Keshav, aap itne stithipragya kaise rah lete hein ”. It means: How can you be so undeterred in every situation, whether it is a moment of joy or sorrow. Krishna replied, “Because I always act”. An action is always controlled and appropriate whereas a reaction is uncontrolled and in most of the cases it is in the opposite direction, which may make it in appropriate.
    • “ Most of the successful people I've known are the ones who do more listening than talking”
  • 20. Why My Horse Doesn’t Smile?
    • Rephrasing
    • Rephrasing to clarify what you have said but could not be
    • understood as it was intended
    • "What I meant to say was…“
    • "Let me rephrase that…“
    • "Let me put it in this way...“
    • “ Don’t try to tell the customer what he wants.
    • If you want to be smart, be smart in the shower.
    • Then get out, go to work and serve the customer”
  • 21. Why My Horse Doesn’t Smile?
    • Rephrasing
    • Rephrasing to confirm that whatever you listened was the message customer wanted to communicate
    • "You mean…"
    • "It seems to me you feel . . .“
    • “ You seem to . . .“
    • "In other words . . ."
    • “ Isn’t it really ‘customer helping’ rather than customer service?
    • And wouldn’t you deliver better service if you thought of it that way”
  • 22. Why My Horse Doesn’t Smile?
    • Telephone Etiquette
    • Speak clearly
    • Proper choice of words
    • Appropriate pitch of voice
    • Pleasant tone of voice
    • Do not eat anything or chew while talking over phone
    • “ The telephone is a good way to talk to people
    • without having to offer them a drink”
  • 23. Why My Horse Doesn’t Smile?
    • Telephone Etiquette - How to answer the Phone calls
    • Pick-up all incoming calls before the third ring
    • Your voice should reflect warmth and enthusiasm
    • Pronounce the words clearly, be audible, speak slowly but clearly
    • Avoid using words, ‘OK’ or ‘No problem’, instead use words, ‘Certainly’ or ‘Sure’
    • Avoid using fillers, ‘uh huh’, ‘um’, or phrases ‘you know’
    • Instead of saying, "I don't know" say, "Let me find out what can I do for you.“
    • “ Greet all callers professionally
    • with a smile on your face”
  • 24. Why My Horse Doesn’t Smile?
    • Telephone Etiquette - How to answer the Phone calls
    • Listen attentively, instead of ignoring, must seek clarification
    • Return all calls received in your absence at the earliest
    • Avoid using speaker phone. Use it only when someone else is required to respond to the customer’s query/complaint
    • Always keep a notepad, pen or pencil with you
    • Before hanging up the call, you must thank the customer
    • “ God gave you a gift of 86,400 seconds today.
    • Have you used one to say, thank you”
  • 25. Why My Horse Doesn’t Smile?
    • Creating Rapport: Greeting
    • “ Atithi Devo Bhavah” (A guest is equivalent to God)
    • Tips for Developing Rapport
    • Encourage the customer to talk
    • Disagree without being disagreeable
    • Have patience
    • “ A person without patience is a lamp without oil”
  • 26. Why My Horse Doesn’t Smile?
    • Querying the customer
    • Query versus Interrogation
    • What and when to query a customer
    • Courtesy in querying while asking customer any question, use the word, ‘Please’.
    • “ Ma’am, can you ‘PLEASE’ tell me if you have…..”
    • “ Sir, ‘PLEASE’ tell me the date when this problem occurred.”
    • “ Ma’am, may I request you to ‘PLEASE’ inform me about…”
    • “ If you mean to profit, learn to PLEASE”
  • 27. Why My Horse Doesn’t Smile?
    • Handling Difficult Customers
    • Uninformed
    • Well-informed
    • Anxious
    • Friendly
    • Egoistic or High-Headed
    • Informal
    • “ Customer complaints are the schoolbooks from which we learn”
  • 28. Why My Horse Doesn’t Smile?
    • Handling Complaints
    • Always put yourself in the customer’s shoes
    • Accept that if a customer is angry with you or your organization, there must be a problem
    • Acknowledge their problem, show genuine concern to resolve it.
    • The customer may get angry or annoyed during conversation; but you maintain your cool.
    • When unable to resolve the issue; must refer it to the concerned authorities
    • “ Courtesy is a small act but it packs a mighty wallop”
  • 29. Why My Horse Doesn’t Smile?
    • Handling Stressful Situations
    • Positive Stress
    • What can stress do?
    • How to deal with stress?
    • Prevent stress
    • Share your stress
    • Spend time with self
    • Know your limits
    • Have a sense of humor
    • Make to – do list
    • Cooperation versus Confrontation
    • Cry sometimes
  • 30. Why My Horse Doesn’t Smile?
    • Follow-up
    • If we follow-up on the issues faced by customers, it gives them an assurance that you are taking interest in resolving their problem
    • Follow-up makes a customer feel delighted rather than being just a satisfied customer.
    • We fail to follow up if we lose our sensitivity towards the customer’s issue. Empathize with the customers.
    • Whatever may be the outcome of the follow-up, it must get communicated to the customer within the stipulated time.
    • “ Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong”
  • 31. Why My Horse Doesn’t Smile?
    • Published by: VIVA Books Pvt. Ltd.
    • (121 pages, ISBN 978-81-309-1263-9)
    4737/23 Ansari Road, Daryaganj, New Delhi - 02, India, (9111-42242200) [email_address] 215-216, New Apollo Estate, II Floor, Mogra Lane, Andheri (E), Mumbai 400 069 [email_address] Jamal Fazal Chambers, 26 Greams Road, Chennai - 06 [email_address] B 103 Jindal Towers, 21/1A/3 Darga Road, Kolkata [email_address] 7, Sovereign Park Apts. 56-58, K.K. Road, Basavanagudi, Bangalore 560 004 [email_address] 101-102, Moghal Marc Apts. 3-4-637 to 641, Narayanguda, Hyderabad 500 029 [email_address]
  • 32.