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C1 Customer service


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  • Break the group into teams
  • Transcript

    • 1. Customer Delight
    • 2.  Understand the importance of Customer & Customer Service  Identify Internal & External customers  Understand Moment of Truth & Service-Profit Chain  Understand & create Customer Delight  Practice complaint handling skills  Tips to practice & demonstrate good customer service
    • 3. Share an experience of Good Customer Service
    • 4. Share an experience of Bad Customer Service
    • 5. • The most important person in any business. • Is not dependent on us. We are dependent on them. • Is not an interruption of our work, but the purpose of it. • Is part of our business – not an outsider. • Does us a favor when they come in. We aren’t doing them a favor by serving them.
    • 6. • A customer is not just money in the cash register. They are human beings with feelings and deserve to be treated with respect. • Is a person who comes to us with their needs and wants. It is our job to fill them. • Deserves the most courteous attention we can give them. They are the lifeblood of every business.
    • 7.  The Customer is the business’ biggest asset  The Customer pays all our salaries wages and bonuses  The customer will go where he/she receives the best attention  There is no profit, no growth, no jobs without the customer Hence, You must be your customers’ best choice!
    • 8. • 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.
    • 9. 9% 9% 13% 69% Others Product Dissatisfaction Better Prices Elsewhere Poor Service
    • 10.  Accuracy  Friendliness  Timeliness  Efficiency  Courtesy  Honesty
    • 11.  Any or all interactions which the customer has with your organization 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 customers with respect, individuality, and personal attention Customer Service
    • 12.  G – Greet the customer  U – Understand customer needs  E – Explain features and benefits  S – Suggest additional items  T – Thank the customer
    • 13. Good, Bad, & Excellent Service
    • 14. Good service is when the customer gets treatment that meets his/her expectations. Customer Expectation What Customer receives
    • 15. Bad Service is when customer gets treatment which is less than his/her expectations Customer Expectation What Customer receives
    • 16. When the customer gets a little more than what he/she expected, Good Service becomes Excellent Service Customer Expectation What Customer receives +
    • 17.  Internal Customers  External Customers
    • 18. An individual or a group of people you may Interact / serve within the organization Eg: IT, Cafeteria, Logistics, HR, Facilities, Housekeeping
    • 19. Someone who comes to your organization for products or services – the end customer These customers depend on the timelines, quality, and accuracy of your organization’s work.
    • 20. Any point in interaction during which the Customer has an opportunity to form an Impression (negative or positive) about the Company through its services
    • 21.  When a moment of Truth for a customer has been a negative experience, it becomes a Moment of Misery  On the other hand, when the interaction has been extremely positive, it becomes a Moment of Magic for the customer
    • 22. Good Service – Satisfied CustomersHigher Sales High Revenue/ More profits Higher Incentives/Bonus to Employees Service-oriented employees
    • 23.  Exceeding customers’ expectation is delighting customers  The customer reacts with a “wow” in return for the product/service  Every interaction with the customer has an opportunity to create delight  The challenge is to consistently maintain the delight factor
    • 24.  Appreciate/Thank the customer for sharing the complaint  Apologize for the error / mistake / inconvenience  Listen actively and nod from time to time showing interest  Show Empathy – Put yourself in the customer’s place
    • 25.  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, telephone number, address) to contact with the solution  Do follow up till the customer is satisfied REMEMBER: Don’t take customers’ complaints personally
    • 26. A slight mistake has made this customer Mad. How to handle?  Let the customer finish talking. Don’t interrupt. Use the pressure cooker method  Be firm and polite or else they may not be happy
    • 27. The customer who wants more than you can offer. They are not easily satisfied. How to Handle?  Be firm yet polite  Be professional  Avoid being too docile but not rude
    • 28. The Customer who listens to you. Is quite meek and extra polite. Will sound apologetic when complain. How to handle?  Listen carefully what they have to say  Sound professional and don’t brush them aside  Gain their confidence
    • 29. BUT
    • 30.  Smile  Make yourself presentable/well groomed  Greet each customer as he/she enters your service area  Smile  Make any 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  Smile
    • 31.  Identify & anticipate needs – Customers don’t just buy products/service; they buy good feelings & solutions  Make customers feel important & appreciated  Avoid rushing or doing too many things at once  Smile  Apologize when something goes wrong  Service a little more than they expect  Use positive verbal & body language  Smile