Customer Service

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Customer Service

  1. 1. CUSTOMER SERVICE
  2. 2. Understanding A Customer <ul><li>“ Customers are the most respected guests in our premises. They are not dependent on us. We are dependent on them. They are not incidental to our purpose; they are central to our existence. We don’t do any favour by serving them; on the contrary they have done us a favour by giving us an opportunity to serve them.” </li></ul>
  3. 3. <ul><li>THE CUSTOMER IS A HOLY COW </li></ul><ul><li>YOU DON’T MILK A HOLY COW </li></ul><ul><li>YOU WORSHIP IT </li></ul>
  4. 4. Customers are the king <ul><li>The range of product or service </li></ul><ul><li>Customer awareness </li></ul><ul><li>Product or service upgradation </li></ul><ul><li>Competitors wooing strategy </li></ul><ul><li>Demanding importance </li></ul><ul><li>New trends </li></ul><ul><li>Word of Mouth </li></ul>
  5. 5. The Truth about Customers <ul><li>Ten times more expensive to acquire a new customer than to keep a current customer </li></ul><ul><ul><ul><li>-Bain & Company Research </li></ul></ul></ul>
  6. 6. The Truth about Customers <ul><li>Customers are lost primarily due to indifference (66%) versus dissatisfaction (14%) </li></ul><ul><li>The greatest danger for most of us is not that our aim is too high and we miss it, but that it is too low and we reach it </li></ul>
  7. 7. Customer needs <ul><li>Expressed needs ( Clear) </li></ul><ul><li>Implicit needs ( Unexpressed due to the fear of to be too expensive) </li></ul><ul><li>Core needs (Basic needs) </li></ul><ul><li>Hidden needs (Shy to ask) </li></ul><ul><li>Delight needs (Go beyond the expectation) </li></ul>
  8. 8. Customer Service and satisfaction: <ul><li>Cigna : “We’ll never be 100 percent satisfied until you are too” </li></ul><ul><li>Honda : “One reason our customers are so satisfied is that we aren’t” </li></ul><ul><li>Dell Computers : “Think customers” </li></ul><ul><li>Burger King: “Have it your way” </li></ul>
  9. 9. Customer Satisfaction Employee Satisfaction Investments to Enhance Productivity Superior Services Dedicated Work Force Investments in Human Resources High Profits & Growth Fewer Customer Defections
  10. 10. Consequence of Customer Satisfaction Customer Satisfaction Increased Customer Loyalty More Repeat Customer Positive Customer Word of Mouth More New Customer
  11. 11. Customer Satisfaction <ul><li>What leads to Customer satisfaction or dissatisfaction? </li></ul><ul><li>The presence or absence of a GAP between </li></ul><ul><li>What the Customer expects and </li></ul><ul><li>What the Customer thinks he/ she gets </li></ul>Customer Expectations Perceived/ Delivered Product Quality GAP The size of this Quality Gap will decide the extent of Customer satisfaction or dissatisfaction
  12. 12. Bridging the GAP <ul><li>What is our task? </li></ul><ul><li>Our task is to bridge the Quality GAP </li></ul><ul><li>How do we do it? </li></ul><ul><li>By understanding customer expectations </li></ul><ul><li>By meeting customer expectations where we can </li></ul><ul><li>By managing customer expectations and perceptions where we cannot </li></ul><ul><li>By communicating effectively with the customers </li></ul><ul><li>What influences Customer expectations? </li></ul><ul><li>Customer needs Word of mouth </li></ul><ul><li>Past experience Options available </li></ul>
  13. 13. When Customers get Dissatisfied <ul><li>Careless mistakes </li></ul><ul><li>Lack of courtesy </li></ul><ul><li>Inconsiderate behaviour </li></ul><ul><li>Not meeting commitments </li></ul><ul><li>Rude behaviour </li></ul><ul><li>Lack of listening from the staff </li></ul><ul><li>Unwilling to see customer rights </li></ul><ul><li>Arrogance </li></ul>
  14. 14. Customer Care Building Blocks <ul><li>Dependability </li></ul><ul><li>Reliability </li></ul><ul><li>Predictability </li></ul><ul><li>Consistency </li></ul><ul><li>Caring </li></ul><ul><li>Empathy </li></ul><ul><li>A sense of duty </li></ul><ul><li>Sincerity </li></ul><ul><li>Character </li></ul><ul><li>Integrity </li></ul><ul><li>Loyalty </li></ul><ul><li>Respect </li></ul><ul><li>Fairness </li></ul><ul><li>Openness </li></ul><ul><li>Congruence </li></ul><ul><li>Competence </li></ul><ul><li>Acceptance </li></ul>
  15. 15. Customer Commitment <ul><li>Committed Customers tend to: </li></ul><ul><li>Come to you: </li></ul><ul><li>Buy more often: </li></ul><ul><li>Suggests you: </li></ul><ul><li>Buy only from you: </li></ul><ul><li>Recommend you: </li></ul>
  16. 16. <ul><li>Service Customers </li></ul><ul><li>Good meets demands </li></ul><ul><li>Better exceeds demands </li></ul><ul><li>Best causes delight </li></ul>
  17. 17. The Best <ul><li>Woo </li></ul><ul><li>Empathy </li></ul><ul><li>Discipline </li></ul><ul><li>Command </li></ul><ul><li>Responsibility </li></ul>
  18. 18. Commitment to Customer Care <ul><li>Customer care cannot be bought, they are earned </li></ul><ul><li>We owe customer care to our conscience </li></ul><ul><li>Commitment means not quitting at the sign of problems </li></ul><ul><li>Customer care means subordinating our desires to other person’s need but not his whims and fancies </li></ul><ul><li>Customer care is not a legal contract. Its foundation is on character, integrity and empathy </li></ul><ul><li>In customer care we are saying, “ Dear customer, you can count on me no matter what”. </li></ul>
  19. 19. <ul><li>Aca Group defines </li></ul><ul><li>EXCELLENT CUSTOMER SERVICE as- </li></ul><ul><li>“ The ability of an organisation to constantly exceed the customer’s expectations” </li></ul>
  20. 20. Customer Delight <ul><li>Customer care in today’s context is not sufficient. We have to aim for customer delight. </li></ul><ul><li>When we provide a superior service, which customers generally don’t expect, we achieve customer delight. </li></ul><ul><li>With customer delight, each satisfied customer becomes an ambassador of goodwill of the company which costly advertisement even don’t ensure </li></ul><ul><li>Each satisfied customer becomes a loyal customer of the organisation </li></ul><ul><li>Each satisfied customer shares this experience with other friends who subsequently becomes customers the organisation </li></ul><ul><li>Customer delight today is the competitive edge of all the industries. </li></ul>
  21. 21. How to delight customers? <ul><li>GUEST Philosophy </li></ul><ul><li>CLEAR Techniques </li></ul>
  22. 22. <ul><li>THANK YOU </li></ul>

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