CUSTOMER SERVICE

1,445 views
1,329 views

Published on

CUSTOMER THE KING
HOW TO DELIGHT YOUR CUSTOMERS
SELLING IS AN ART
HANDLE OBJECTIONS EFFECTIELY
BE A SUCCESFUL SALESMAN

Published in: Business, Technology
1 Comment
1 Like
Statistics
Notes
No Downloads
Views
Total views
1,445
On SlideShare
0
From Embeds
0
Number of Embeds
14
Actions
Shares
0
Downloads
122
Comments
1
Likes
1
Embeds 0
No embeds

No notes for slide
  • The General - directly responsible for execution of strategy – that is, the interpretation and conversion of strategy (business goals/desired outcomes) to tactics (projects)Typically owner of an department or division that directly supports a line of businessHas absolute authority (power) for a portion of IT budgetDirectors are/should be the cornerstones of a great business – they turn ideas into realityShould be the priority setter for his peopleAlways looking for leaders who can get things doneFocused on monthly and quarterly resultsPhoto credits: http://www.flickr.com/photos/jamesdale10
  • Be an active listener and listen more than you speakAsk open ended questionsLook for something in common in an effort to create connectionsPhoto credits: http://www.flickr.com/photos/prakhar
  • First impressions matter!It never hurts to be at dress at least one level better than your audience. You can always dress down, but it’s much harder to dress up.Photo credits: http://www.flickr.com/photos/Jeff_Sandquist
  • I bet hillary clinton would agree with this.The social web changes power dynamics, and the brands that can become connectors will win.
  • CUSTOMER SERVICE

    1. 1. TOTAL QUALITY SALES TEAM<br />
    2. 2. CHALLENGES FACING TODAY<br />
    3. 3. COMPETITION<br />
    4. 4. CUSTOMER UPGRADATION<br />
    5. 5. CHOICES<br />
    6. 6. GETTING NEW CUSTOMERS AND RETAINING THE OLD<br />
    7. 7.
    8. 8. I AM OKAY<br />YOU ARE NOT OKAY<br />
    9. 9. I AM NOT OKAY, YOU ARE OKAY<br />
    10. 10. IAM NOT OKAY, YOU ARE NOT OKAY<br />
    11. 11. I AM OKAYYOU ARE OKAY<br />
    12. 12.
    13. 13. ATTITUDE<br />Me and My Life<br />Understand where you stand<br />Decide where to improve<br />
    14. 14. SALES MAN<br />SENSIBLE<br />ACTIVE<br />LOYAL<br />ENTHUSIASTIC<br />SINCERE<br />MATURED<br />ACCOUNTABLE<br />NEAT<br />
    15. 15. CUSTOMER <br />THE FOCUS OF THE BUSINESS<br />
    16. 16. CUSTOMERS<br />CONSTANT<br />UPGRADATION OF<br />SYSTEMS AND<br />TECHNOLOGY TO<br />OFFER <br />MORE<br />EFFICIENT AND<br />RELIABLE <br />SERVICES<br />
    17. 17. CUSTOMER IS THE PROFIT<br />Customer is the most important factor in our business<br />He is not dependent on us<br />We are dependent on him<br />He is not an interruption to our work <br />He is the purpose of it<br />He is not an outsider on our business<br />He is part of it<br />We are not doing him a favor by serving him<br />He is doing a favor by giving us an opportunity to do so<br />
    18. 18. CUSTOMER FOCUS<br />
    19. 19. <ul><li>Customer focus:</li></ul> Owning the voice of the customer and delivering what customers consider truly valuable.<br />
    20. 20. customer focus<br />A local man selling ice cream and drinks to tourists on a beachis an expert on customer focus.He knows what you need, he createsan instant need among children, andhe is able charge premium price.<br />
    21. 21. Resolve Customer Complaints<br />LISTEN<br />REMAIN CALM<br />ACKNOWLEDGE <br />ASK QUESTIONS<br />APOLOGISE<br />WHEN CUSTOMER IS WRONG…..<br />DELIVER WHAT YOU PROMISED<br />THANK THE CUSTOMER<br />
    22. 22. CUSTOMER EXPECTATIONS<br />Quick Service<br />Better Service<br />Service with a SMILE<br />Listen to them<br />Good Behavior<br />Friendly Approach<br />Getting Attention to their need<br />Proper response<br />Information about schemes<br />Proper receipts<br />
    23. 23. SATISFACTION<br />MEETING EXPECTATIONS<br />CUSTOMER SATISFACTION<br />
    24. 24. CUSTOMER DELIGHT<br />
    25. 25. CUSTOMER DELIGHT<br />EXCEEDING EXPECTATIONS<br />
    26. 26.
    27. 27. Lion or a deer<br />EVERY MORNING IN AFRICA, A DEER WAKES UP KNOWING IT MUST RUN FASTER THAN THE FASTEST LION OR BE KILLED.<br />EVERY MORNING A LION AWAKENS KNOWING IT MUST OUTRUN THE SLOWEST DEER OR STARVE TO DEATH <br />IT DOES’NT MATTER WHETHER YOU ARE A LION OR A DEER,WHEN SUN COMES UP YOU BETTER BE RUNNING.PROVERB IN AFRICA. <br />
    28. 28. “take the first <br />step in faith. You <br />do not have to <br />see the whole <br />staircase.<br />Just take <br />the first <br />step.”<br />
    29. 29. THANK YOU<br />CHERIAN VARGHES<br />TRAINER JCI <br />INDIA<br />94471 32132<br />jccherian@gmail.com<br />www.cherianvarghese.org<br />
    30. 30. CHERIAN VARGHESE<br />TRAINER JCI<br />94471 32132<br />jccherian@gmail.com<br />

    ×