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
• 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.
• A customer is not just money in the cash register. They
are human beings with feelings and deserve to be treated
• 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.
The Customer is the business’ biggest asset
The Customer pays all our salaries wages and
The customer will go where he/she receives the best
There is no profit, no growth, no jobs without the
Hence, You must be your customers’ best
• A typical dissatisfied customer will tell 8-10 people about
• 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
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
G – Greet the customer
U – Understand customer needs
E – Explain features and benefits
S – Suggest additional items
T – Thank the customer
An individual or a group of people you may
Interact / serve within the organization
Eg: IT, Cafeteria, Logistics, HR,
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
Any point in interaction during which the
Customer has an opportunity to form an
Impression (negative or positive) about the
Company through its services
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
Good Service – Satisfied
Higher Incentives/Bonus to
Exceeding customers’ expectation is
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
Appreciate/Thank the customer for sharing
Apologize for the error / mistake /
Listen actively and nod from time to time
Show Empathy – Put yourself in the
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
A slight mistake has made this customer
How to handle?
Let the customer finish talking. Don’t
interrupt. Use the pressure cooker
Be firm and polite or else they may not
The customer who wants more than you
can offer. They are not easily satisfied.
How to Handle?
Be firm yet polite
Avoid being too docile but not rude
The Customer who listens to you. Is quite
meek and extra polite. Will sound apologetic
How to handle?
Listen carefully what they have to say
Sound professional and don’t brush them aside
Gain their confidence
Make yourself presentable/well groomed
Greet each customer as he/she enters your service area
Make any eye contact when speaking to customers
Be a good listener and show interest in what the customer
Don’t chat with other staff when customers are around
Identify & anticipate needs – Customers don’t just
buy products/service; they buy good feelings &
Make customers feel important & appreciated
Avoid rushing or doing too many things at once
Apologize when something goes wrong
Service a little more than they expect
Use positive verbal & body language