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Muhammad Yousuf Mirza            MS-Quality Management         Bachelor of Mechanical -HVACRConsultant – TQM, HVACR & Ener...
Know Your Customer
Why Customers Quit 1 % Die 3 % Move Away 5 % Other Friends 9 % Competitive Reasons 14% Product Dissatisfaction 68% Q...
What Customers Want from YouWhen They are Angry   To be Listen Carefully   Understood   Empathized   Respected   Valu...
Who Should Attend the Customer?A good receptionist is….. Neat and smart in appearance Able to speak clearly Friendly an...
Key Responsibilities of ComplaintsHandling Person   To Keep updated record of all complaints.   To make Happy calls to a...
Who Is Better & Why ?     McDonald        or       KFC
 Tangibility: Appearance of physical  facilities, equipment, personnel, and communication  materials. Reliability: Abili...
Preparation of Service TechnicianBefore Attending the Complaint1、Check your conduct and confidence2、Check your uniform mus...
Arrival of Service Technician atCustomers’ Residence1、The technician must reach the customer home 5 minutes advance.2、Ring...
Service at Customer`s Home1、Discuss in advance with the customer about the nature of the defect.2、Discuss in advance with ...
Service at Customer`s Home6、We must let the customers know that our service can make them happy.7、After service,we must cl...
Very Important for SVC Technicians1、Do not destroy any thing in customer`s Home.2、Use of customer’s telephone, etc is not ...
Let`s Plant a CustomerService Culture Tree Today
Customer Services Presentation.ppt
Customer Services Presentation.ppt
Customer Services Presentation.ppt
Customer Services Presentation.ppt
Customer Services Presentation.ppt
Customer Services Presentation.ppt
Customer Services Presentation.ppt
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Customer Services Presentation.ppt

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Customer Services Presentation-Complaints Handling

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  1. 1. Muhammad Yousuf Mirza MS-Quality Management Bachelor of Mechanical -HVACRConsultant – TQM, HVACR & Energy Services Catkin Engg. Sales $ Services Islamabad Air Engineering Company Islamabad National Manager Customer Services Pak Elektron Limited Lahore Country Manager Customer Services Haier Pakistan Pvt. Ltd. Lahore Waves - Cool Industries Pvt. Ltd. Regional Manager Customer Services Dawlance Group of Companies Karachi
  2. 2. Know Your Customer
  3. 3. Why Customers Quit 1 % Die 3 % Move Away 5 % Other Friends 9 % Competitive Reasons 14% Product Dissatisfaction 68% QUIT BECAUSE OF THE ATTITUDE OF INDIFFERENCE OF AN EMPLOYEE.
  4. 4. What Customers Want from YouWhen They are Angry To be Listen Carefully Understood Empathized Respected Valued Made to feel important Appreciated for their business Taken seriously Guaranteed immediate action Assured the problem will not happen again Compensated in some way
  5. 5. Who Should Attend the Customer?A good receptionist is….. Neat and smart in appearance Able to speak clearly Friendly and helpful Sincerely polite Able to make decisions Able to say something without offending or hurting others Knowledgeable about the company and its people Able to talk to all sorts of people
  6. 6. Key Responsibilities of ComplaintsHandling Person  To Keep updated record of all complaints.  To make Happy calls to all Customers.  To take collect information from each Customers.  To inform the concerned service engineer immediately in case of any non compliance.  To monitor and do follow up of each single Complaint on daily basis regularly.  To make summary report of all Complaints on Daily, Weekly, Fortnightly and Monthly basis and do keep their Records.
  7. 7. Who Is Better & Why ? McDonald or KFC
  8. 8.  Tangibility: Appearance of physical facilities, equipment, personnel, and communication materials. Reliability: Ability to perform the promised service dependably and accurately. Responsiveness: Willingness to help customers and provide prompt service. Assurance: Knowledge and courtesy of employees and their ability to inspire trust and confidence. Empathy: Caring, individualized attention the firm provides its customers. 13
  9. 9. Preparation of Service TechnicianBefore Attending the Complaint1、Check your conduct and confidence2、Check your uniform must be neat & clean3、Check all necessary tools and equipments4、Check all necessary parts are taken with you5、Realize the nature of complaint & rectification6、Reach the customer home on time
  10. 10. Arrival of Service Technician atCustomers’ Residence1、The technician must reach the customer home 5 minutes advance.2、Ring the door bell or knock at the door three times minimum.3、 If no answer from customer, left your visiting card at the door.4、 Inform the customer 30 minutes before time in case of emergency.5、 Service and repairing should be as per company set standards.
  11. 11. Service at Customer`s Home1、Discuss in advance with the customer about the nature of the defect.2、Discuss in advance with the customer about his / her wants & needs.3、Examine the whole product to rectify the problem completely.4、Rectify the defect first and then ask the customer for payment.5、Provide the detail description of bill and repair & service charges detail.
  12. 12. Service at Customer`s Home6、We must let the customers know that our service can make them happy.7、After service,we must clean the product and check its proper function.8、Ask the customer if there is any other product that needs service right now.9、If we move the product to workshop, we must return in normal position.10、We must make a telephone call to every customer after one week of repair.
  13. 13. Very Important for SVC Technicians1、Do not destroy any thing in customer`s Home.2、Use of customer’s telephone, etc is not allowed.3、Use of customers’ toilet or clothes is not allowed.4、 Demand of Cold drink, tea or lunch from customer, isnot allowed.5、 Do not make any thing dirty at customer`s Residencelike floor, carpet etc.
  14. 14. Let`s Plant a CustomerService Culture Tree Today

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