The nature of company’s business determines the uses of either customer or client. For instance if the business of your organization involved in rendering professional services to people such as lawyers, doctors, Accountant, brokers etc. the best for you is client. And for those that involved in selling goods or render other services that are unprofessional then customers is your choice. In CA Profession we use the term Client
Customer service is an integral part of our job and should not be seen as an extension of it. A company’s most vital asset is its customers. Without them, we would not and could not exist in business. When you satisfy our customers, they not only help us grow by continuing to do business with you, but recommend you to friends and associates.
Good customer service is all about bringing customers back. And about sending them away happy - happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers.
Success Story of Meru Cab ( treat your employees well)- Every company feels that they are paying the best to their employees and every employee feels that he is underpaid. However in case of MERU, the employee pays the company and both are happy. I will explain briefly the MERU model MERU hires the driver with certain driving experience and train him on soft skills. A contract is signed between MERU and the driver. MERU buys the car and gives it to the driver The fuel cost has to be borne by the driver The maintenance of the car is taken care by MERU MERU helps the drivers by providing the booking to drivers through their call centers The driver is free to take fares if he doesn’t get the fare from the call center In return the driver provides Rs. 800 per day to MERU Whatever the driver earns above these 800 rupees is his own income. Now MERU has enabled the employees to earn what they want to earn and they have not only given them employment but a business Provide employees the opportunity to earn to their potential. (May be through Performance Linked Incentives or any other innovative way that fits your business) Though MERU cab is expensive as compared to other cab people are ready to pay premium, due to its punctuality, readiness to go to any corner of the city and overall customer service.
Survey reported by American Society for quality and Quality product center
Leadership Skills, Networking Skills and Business Behaviour
The Law of the LidThe Law of the Lid
Leadership Ability Determines a Person’sLeadership Ability Determines a Person’s
Level of EffectivenessLevel of Effectiveness
Leadership ability is the lid that determines aLeadership ability is the lid that determines a
person’s level of effectiveness.person’s level of effectiveness.
Your leadership ability always determines yourYour leadership ability always determines your
effectiveness and the potential impact of youreffectiveness and the potential impact of your
न मे पाथारिसत कतारवम ितशु लोके षु
नानवापामवापावम वतर एव च कमरिण
The Law of InfluenceThe Law of Influence
The True Measure of Leadership isThe True Measure of Leadership is
Influence – Nothing More, Nothing LessInfluence – Nothing More, Nothing Less
True leadership cannot be awarded, appointed,True leadership cannot be awarded, appointed,
or assigned.or assigned.
It comes only from influence, and that cannot beIt comes only from influence, and that cannot be
mandated. It must be earned.mandated. It must be earned.
Several Factors That Make aSeveral Factors That Make a
Character –Character – Who They AreWho They Are
Relationships –Relationships – Who They KnowWho They Know
Knowledge –Knowledge – What They KnowWhat They Know
IntuitionIntuition – What They Feel– What They Feel
ExperienceExperience – Where They’ve Been– Where They’ve Been
AbilityAbility – What They Can Do– What They Can Do
The Law of ProcessThe Law of Process
““Leadership Develops Daily, Not in a Day”Leadership Develops Daily, Not in a Day”
The Phases of Leadership Growth:The Phases of Leadership Growth:
Phase 1: I Don’t Know What I Don’t KnowPhase 1: I Don’t Know What I Don’t Know
Phase 2: I Know That I Need to KnowPhase 2: I Know That I Need to Know
Phase 3: I Know What I Don’t KnowPhase 3: I Know What I Don’t Know
Phase 4: I Know and Grow and It Starts to ShowPhase 4: I Know and Grow and It Starts to Show
Phase 5: I Simply Go Because of What I KnowPhase 5: I Simply Go Because of What I Know
The Law of AdditionThe Law of Addition
““Leaders Add Value by Serving Others”Leaders Add Value by Serving Others”
Adding Profits by Adding ValueAdding Profits by Adding Value
Adding Value, Changing LivesAdding Value, Changing Lives
The Law of MagnetismThe Law of Magnetism
““Who You Are Is Who You Attract”Who You Are Is Who You Attract”
You draw people to you who possess theYou draw people to you who possess the
same qualities you do.same qualities you do.
If you want to attract better people,If you want to attract better people,
become the kind of person you desire tobecome the kind of person you desire to
Top Six Ways That Leaders GainTop Six Ways That Leaders Gain
Others’ Respect:Others’ Respect:
Natural Leadership AbilityNatural Leadership Ability
Respect For OthersRespect For Others
Value Added to OthersValue Added to Others
The Law of ConnectionThe Law of Connection
““Leaders Touch a Heart Before They AskLeaders Touch a Heart Before They Ask
for a Hand”for a Hand”
The Law of RespectThe Law of Respect
““People Naturally Follow Leaders StrongerPeople Naturally Follow Leaders Stronger
Than Themselves”Than Themselves”
The Law of EmpowermentThe Law of Empowerment
““Only Secure Leaders Give Power to Others”Only Secure Leaders Give Power to Others”
Theodore Roosevelt once said:Theodore Roosevelt once said:
““The best executive is the one who has sense enough toThe best executive is the one who has sense enough to
pick good men to do what he wants done, and the self-pick good men to do what he wants done, and the self-
restraint enough to keep from meddling with them whilerestraint enough to keep from meddling with them while
they do it.”they do it.”
The Law of VictoryThe Law of Victory
Leaders Find a Way for the Team to Win
The Law of PrioritiesThe Law of Priorities
““Leaders Understand That Activity Is NotLeaders Understand That Activity Is Not
Necessarily Accomplishment”Necessarily Accomplishment”
The Law of SacrificeThe Law of Sacrifice
A Leader Must Give Up to Go UpA Leader Must Give Up to Go Up
The Law of LegacyThe Law of Legacy
““A Leader’s Lasting Value Is Measured byA Leader’s Lasting Value Is Measured by
Know the Legacy You Want to LeaveKnow the Legacy You Want to Leave
Live the Legacy You Want to LeaveLive the Legacy You Want to Leave
Choose Who Will Carry on Your LegacyChoose Who Will Carry on Your Legacy
Make Sure You Pass the BatonMake Sure You Pass the Baton
People do business with people theyPeople do business with people they
know, like and trust. It’s how theknow, like and trust. It’s how the
world goes around.world goes around.
If no one knows who you are, theyIf no one knows who you are, they
can’t help you.can’t help you.
Learn from people in your networkLearn from people in your network
who have experience and expertise.who have experience and expertise.
Why Build an Awesome ProfessionalWhy Build an Awesome Professional
Your Network = Your SuccessYour Network = Your Success
Networking is a life practice that affects:Networking is a life practice that affects:
• Getting a job
• Pay and promotion
• Influence and
• Venture capital and
• Organizational learning
and doing (80%)
• Strategic alliances
• Financial stability
• Health (2x-5x mortality)
Networking and YourNetworking and Your
As a Recruiter:As a Recruiter:
Getting referrals, not just introductions
Attracting more clients
Media exposure and publicity
Personal career development
Make a PlanMake a Plan
The Missing Piece
in most networking:
Aligning Your Activities
The Seven Keys to a PowerfulThe Seven Keys to a Powerful
How Big Should My NetworkHow Big Should My Network
It takes TIMEIt takes TIME
to build relationships.to build relationships.
The more people you know,The more people you know,
the less well you know them.the less well you know them.
Why Strength MattersWhy Strength Matters
For any given request, people consider:For any given request, people consider:
Strength of the relationshipStrength of the relationship
Effort / risk to themEffort / risk to them
In order to act on your behalf,In order to act on your behalf,
your relationship must be above theyour relationship must be above the
ACTION THRESHOLDACTION THRESHOLD
In order to take action proactively, not justIn order to take action proactively, not just
reactively, the threshold is higher.reactively, the threshold is higher.
Create Value Everywhere YouCreate Value Everywhere You
Enlightened Self-InterestEnlightened Self-Interest
People want to hire and work with people who arePeople want to hire and work with people who are
willing and able to be of service to others.willing and able to be of service to others.
Generosity leads to reciprocity.Generosity leads to reciprocity.
If you’re not creating value, you’re wasting your timeIf you’re not creating value, you’re wasting your time
and theirs.and theirs.
Creating Value - IdeasCreating Value - Ideas
ASK! (on a regular basis)ASK! (on a regular basis)
Proactively make introductionsProactively make introductions
Share informationShare information
Become a media outletBecome a media outlet
Choose service over socializingChoose service over socializing
Online Networking ProsOnline Networking Pros
Blogs, social networking sites andBlogs, social networking sites and
automated biography tools have made:automated biography tools have made:
- Data more current and complete- Data more current and complete
- Passive candidates more visible- Passive candidates more visible
- All candidates more readily accessible- All candidates more readily accessible
Online Networking ConsOnline Networking Cons
Extensive reach and ease ofExtensive reach and ease of
“non-communication”have made:“non-communication”have made:
- Process less personal- Process less personal
- More competition- More competition
- Differentiation more difficult- Differentiation more difficult
On to the tips already...On to the tips already...
1. Be helpful1. Be helpful
Share your expertise and ideasShare your expertise and ideas
Share informationShare information
Promote your networkPromote your network
Be a connectorBe a connector
As per the law of reciprocity, people willAs per the law of reciprocity, people will
be more motivated to return the favorbe more motivated to return the favor
When people in your network getWhen people in your network get
stronger, you get strongerstronger, you get stronger
2. Build a Reputation2. Build a Reputation
As someone who is valuableAs someone who is valuable
As someone who is helpfulAs someone who is helpful
Be someone that people want toBe someone that people want to
Let people know what you’reLet people know what you’re
doing...through blogging, emails, anddoing...through blogging, emails, and
3. Be visible3. Be visible
““if a tree falls in the forest…”if a tree falls in the forest…”
If no one knows what you’re doing,If no one knows what you’re doing,
it’s like it never happenedit’s like it never happened
Stay in touchStay in touch
Maintain regular and consistentMaintain regular and consistent
4. Meet lots of people!4. Meet lots of people!
““The best way to make lucky things, is to make a lot ofThe best way to make lucky things, is to make a lot of
things happen”things happen”
Go outside: Manufacture SerendipityGo outside: Manufacture Serendipity
5. Be intentional5. Be intentional
Think about where the people you want toThink about where the people you want to
meet hang out both online and offlinemeet hang out both online and offline
Go thereGo there
Offer valueOffer value
Interact and build rapportInteract and build rapport
Who else spends time with the peopleWho else spends time with the people
you want to meet?you want to meet?
Connect with themConnect with them
6. Think Long- Term6. Think Long- Term
Connections open doors, relationshipsConnections open doors, relationships
close dealsclose deals
Build relationships, not just business cardBuild relationships, not just business card
Relationships take time to buildRelationships take time to build
Be patientBe patient
Stay in touch over timeStay in touch over time
Focus on people, not just job titlesFocus on people, not just job titles
Dig your well before you’re thirstyDig your well before you’re thirsty
7. Get Rejected!7. Get Rejected!
““If you aren’t getting rejected on a dailyIf you aren’t getting rejected on a daily
basis, your goals aren’t ambitiousbasis, your goals aren’t ambitious
- Chris Dixon- Chris Dixon
Push yourselfPush yourself
Inevitably you will get rejectedInevitably you will get rejected
Learn from itLearn from it
Grow stronger for the next timeGrow stronger for the next time
8. Listen8. Listen
Ask open-ended questionsAsk open-ended questions
Be genuinely interestedBe genuinely interested
Show interestShow interest
Learn about people’sLearn about people’s
9. Ask9. Ask
You never know until you ask, and moreYou never know until you ask, and more
often than you think, you will get theoften than you think, you will get the
answer you wantanswer you want
For introductionsFor introductions
People you want to meet to meet withPeople you want to meet to meet with
For adviceFor advice
10. Follow up10. Follow up
On what others promised to do for youOn what others promised to do for you
On e-mails that get ignoredOn e-mails that get ignored
Do what you promised to doDo what you promised to do
Build a reputation as someone who deliversBuild a reputation as someone who delivers
Who is a Customer?Who is a Customer?
A person, company, or other entity whichA person, company, or other entity which
buys goods or services produced by anotherbuys goods or services produced by another
person, company, or other entity.person, company, or other entity.
In CS Profession we use the term ClientIn CS Profession we use the term Client
for Customerfor Customer
Is a person who comes to us with theirIs a person who comes to us with their
needs and wants.needs and wants.
A customer is not just money in the cashA customer is not just money in the cash
register. They are human beings with feelingsregister. They are human beings with feelings
and deserve to be treated with respect.and deserve to be treated with respect.
Deserves the most courteous attention weDeserves the most courteous attention we
can give them. They are the lifeblood of everycan give them. They are the lifeblood of every
Although your customers won’t love you ifAlthough your customers won’t love you if
you give bad service,you give bad service, your competitorsyour competitors
What is Customer Service?What is Customer Service?
It is the ability to provide a service orIt is the ability to provide a service or
product in the way it has beenproduct in the way it has been
Any or all interactions which the customerAny or all interactions which the customer
has with your organization whilehas with your organization while
conducting businessconducting business
It is also about treating customers withIt is also about treating customers with
respect, individuality, and personalrespect, individuality, and personal
Rules for good Customer ServiceRules for good Customer Service
Listen to your customerListen to your customer
Appreciate the power of “YES”Appreciate the power of “YES”
Don’t make promises unless you will keepDon’t make promises unless you will keep
Deal with complaints, take responsiblityDeal with complaints, take responsiblity
Be helpful – even if there’s no immediateBe helpful – even if there’s no immediate
profit in itprofit in it
Always be courteous and knowledgeableAlways be courteous and knowledgeable
Take care of your internal customersTake care of your internal customers
Good Customer ServiceGood Customer Service
Good service is when the customer gets aGood service is when the customer gets a
treatment that meets his/her expectations.treatment that meets his/her expectations.
Bad Customer ServiceBad Customer Service
Bad Service is when customer gets treatment.Bad Service is when customer gets treatment.
which is less than his/her expectations.which is less than his/her expectations.
Customer Expectation What Customer receives
Excellent Customer ServiceExcellent Customer Service
When the customer gets a little more thanWhen the customer gets a little more than
he/she expected, Good Service becomeshe/she expected, Good Service becomes
Excellent Service.Excellent Service.
From Customer Satisfaction to CustomerFrom Customer Satisfaction to Customer
Examples of Poor customer ServiceExamples of Poor customer Service
Reaching to checkout in the supermarketReaching to checkout in the supermarket
and the cashier refusing to serve you asand the cashier refusing to serve you as
he is "just closing the aisle".he is "just closing the aisle".
Calling a call centre and getting lost in anCalling a call centre and getting lost in an
endless loop of voicemail recordings.endless loop of voicemail recordings.
A customer driven organizationA customer driven organization
Hire RightHire Right
Constantly trainConstantly train
Continually praise good behaviorContinually praise good behavior
Public RecognitionPublic Recognition
Treat your employees the way you wantTreat your employees the way you want
them to treat your customersthem to treat your customers
Open to feedback from customerOpen to feedback from customer
Why do Customers leaveWhy do Customers leave
1% die.1% die.
3% move away.3% move away.
5% develop other relationships.5% develop other relationships.
9% leave for competitive reasons.9% leave for competitive reasons.
14% are dissatisfied with product or14% are dissatisfied with product or
68% leave because of rude or68% leave because of rude or
discourteous service.discourteous service.
Some known factsSome known facts
Only 4% of unhappy customers complain,Only 4% of unhappy customers complain,
the 96% of other unhappy customers justthe 96% of other unhappy customers just
go elsewhere.go elsewhere.
Of the customers who leave, 68% do soOf the customers who leave, 68% do so
because of an attitude indifference by thebecause of an attitude indifference by the
company or individual.company or individual.
Dissatisfied customers will tell 9-12 others.Dissatisfied customers will tell 9-12 others.
Happy Customers tell 4 to 5 others ofHappy Customers tell 4 to 5 others of
their positive experience.their positive experience.
Minimal customers leave due to productMinimal customers leave due to product
dissatisfaction or price - most leave due todissatisfaction or price - most leave due to
rudeness or poor service.rudeness or poor service.
9/10 complainers will continue dealing with9/10 complainers will continue dealing with
you if you can resolve the situation rightyou if you can resolve the situation right
You could not afford enough advertising toYou could not afford enough advertising to
overcome this negative word of mouth!overcome this negative word of mouth!
More FactsMore Facts
It costs between five and six times more toIt costs between five and six times more to
attract new customers than to keep existing oneattract new customers than to keep existing one
According to research done by Bain andAccording to research done by Bain and
Company, Companies can boost profitsCompany, Companies can boost profits
anywhere from 25 to 125 percent by retaininganywhere from 25 to 125 percent by retaining
merely 5% more existing customersmerely 5% more existing customers
A 2% increase in Customer retention has theA 2% increase in Customer retention has the
same effect on profits as cutting cost by 10%same effect on profits as cutting cost by 10%
Why do Customers comeWhy do Customers come
..they will come back, if you give them..they will come back, if you give them
What was promisedWhat was promised
Knowledgeable helpKnowledgeable help
Prompt, willing attentionPrompt, willing attention
Good treatmentGood treatment
Organizations that take customerOrganizations that take customer
service seriously, and approach it withservice seriously, and approach it with
passion and zeal, are thepassion and zeal, are the
organizations that will prosper andorganizations that will prosper and
continue to stand out among theircontinue to stand out among their
WISH U A
GOVIND KUMAR MISHRA