Customer Service

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Mages Gugan Trichy

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Customer Service

  1. 1. Customer Service Assignment
  2. 2. I am Magesh Gugan. INTRODUCTION C from A-1 batch. Making dreams to reality through FRANKFINN “Personal development for Smart people” I think I’ll go with “tough,big,and strong.”
  3. 3. Give trust, and you'll get it double in return  A customer is the most important KEES KAMIES person in any business.  A customer is not dependent on us. We are dependent on him.  A customer is part of our business - not an outsider.  A customer is not just money in the cash register.  He is a human being with feelings and deserves to be treated with respect.  A customer is a person who comes to us with his needs and his wants.  It is our job to fill them.  He is the lifeblood of this and every business. He pays your salary.  Without him we would have to close
  4. 4. “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.”
  5. 5.  Employee who receives goods or services produced elsewhere in the firm as inputs to his or her work in the firm. Customers who are not a part of or affiliated with a particular business, and who are also the purchasers or recipients of that business's "output" (i.e., product or service deliverables).
  6. 6.  1. Friendliness  2. Understanding and empathy  3. Fairness  4. Control  5. Options and alternatives  6. Information
  7. 7.  Friendliness is the most basic of all customers needs, usually associated with being greeted graciously and with warmth. We all want to be acknowledged and welcomed by someone who sincerely is glad to see us. A customer shouldn’t feel they are an intrusion on the service provider’s work day!
  8. 8.  Customers need to feel that the service person understands and appreciates their circumstances and feelings without criticism or judgment. Customers have simple expectations that we who serve them can put ourselves in their shoes, understanding what it is they came to us for in the first place.
  9. 9.  We all need to feel we are being treated fairly. Customers get very annoyed and defensive when they feel they are subject to any class distinctions. No one wants to be treated as if they fall into a certain category, left wondering if “the grass is greener on the other side” and if they only received second best.
  10. 10.  ‘Control represents the customers’ need to feel they have an impact on the way things turn out. Our ability to meet this need for them comes from our own willingness to say “yes” much more than we say “no.” Customers don’t care about policies and rules; they want to deal with us in all our reasonableness.
  11. 11.  Customers need to feel that other avenues are available to getting what they want accomplished. They realize that they may be charting virgin territory, and they depend on us to be “in the know” and provide them with the “inside scoop.” They get pretty upset when they feel they have spun their wheels getting something done, and we knew all along a better way, but never made the suggestion.
  12. 12.  “Tell me, show me – everything!” Customers need to be educated and informed about our products and services, and they don’t want us leaving anything out! They don’t want to waste precious time doing homework on their own – they look to us to be their walking, talking, information central.
  13. 13. During My Proje ct  I Interviewed a Customer named Mr. S. Ashwin who is the regular customer for the Kumudam Departmental Store since 2003, He is working as a Manager in ICICI Bank, As per his views he needs….. *Good Quality *Affordable Rates *And special attention for him from the sales executive side (Understanding & Empathy) *He likes to know everything about that products which he is buying (Information)
  14. 14.  1. Customers Expect Solid Information.  2. Customers Expect Options  3. Customers Expect Single Source Service.  4. Customers Expect Superior Communication.  5. Customers Expect Consulting.  6. Customers Expect A Seamless Relationship.
  15. 15. Solid information  Providing your customers with tangible information lets them know that you value them and respect their ability to make sound decisions. When they feel that they're respected, they're more open and willing to do more business with your company. One way to ensure they receive beneficial information is to ask probing questions during your conversations to uncover needs they may not have voiced. For instance, ask about the objectives they've set for their company, and the problems associated with attaining them.
  16. 16. Options  Customers don't want to be told that there's only one way or one solution. They'll respond positively when they're given options. Options are essential because they create dialogue and discussion. Open dialogue can lead to more sales.
  17. 17. Single Source Service.  Customers don't want to be transferred to every unit of your business to have their problems solved. They want to be able to do business with you with the slightest amount of discomfort. You must be easy to do business with. This means taking ownership of your customers requests, problem, etc., and ensuring that their needs are met to their satisfaction.
  18. 18. Superior Communication.  They may not be the best communicators, but they expect communication excellence from you. So, if you tell them that you will call them back at a certain time, make sure that you do. Your responsiveness will create a bond of trust, and a communication comfort level.
  19. 19. Co n s u l t i n g  As the expert on your business' products and services, you are your customer only contact to determining how to use your product and/or service to get the best RETURN ON INVESTMENT (ROI). You must take the time to ask pertinent questions aimed at finding how your customer is using your product and/or service. This will demonstrate your ability and knowledge as well as your intent to spend the necessary time with them to meet their specific needs.
  20. 20. A Seamless Relationship.  The best businesses are those that believe in going the extra mile for their customers. They know that they have to reinforce why it's in the customers best interest to continue doing business with them. Building a relationship with your customers built on mutual trust and respect takes time and effort, but remember retention is the best method of building profit. Stay in touch with your customers by keeping them informed of new events, product updates, passing on information that may be of interest, calling to say hello, etc.
  21. 21.  There exists an interaction between the desired results and customer satisfaction, customer loyalty and customer retention. They may go by other names such as patients, clients, buyers, etc. Without the customer it is impossible for any business to sustain itself. Achieving the desired results is frequently a result of customer actions. Any business without a focus on customer satisfaction is at the mercy of the market. Without loyal customers eventually a competitor will satisfy those desires and your customer retention rate will decrease.  There are several levels of customers: 1. Dissatisfied customer--Looking for someone else to provide product or service. 2. Satisfied customer---Open to the next better opportunity. 3. Loyal customer--Returns despite offers by the competition.
  22. 22.  What is Customer Delight ?It's creating a feeling of "WOW" !  Delighted customers are those where you anticipate their needs, provide solutions to them before they ask and where you are observing to see if new and/or additional expectations are about ready to be required.
  23. 23.  1) Maintain a consistent demeanor and attain positive results in each transaction. Whether face-to-face or on the telephone, each situation should end on a positive note, with a full resolution. Help create a win-win situation with ample supervisory input for your customer service representatives.  2) Develop a standard "business friendly" personality within your organization Provide standard scripts to help guide the customer service representative and foster a standard of company care for your customers.  3) Train customer service representatives to value each interaction individually. Modify vocal tones, body language and expression to reflect each customer’s
  24. 24.  4) Place the customer first, with full focus on the task at hand. Don’t allow paperwork or retail duties (such as stocking) interfere with a customer interaction.  5) Speak in "layman’s" terms. Customer service representatives should convey information without utilization of technical or industry jargon. Yielding information with clarity enhances customer participation and knowledge and eliminates problems that may arise from confusion.  6) Listen effectively to the customer. Train customer service representatives to not only listen to what is being said, but the manner in which it’s stated and delivered.  7) Use questioning and restating techniques. Whether problem solving, up-selling or suggestive selling, questioning often reveals the answer and solutions may often be offered in tilling the information that is provided by the customer.
  25. 25.  8) Learn to leave stressful situations behind. Teach employees to separate the present from the past and place the emotions of a stressful interaction away.  9) Build rapport with every customer. The establishment of long-term business partnerships is often accomplished through the very first transaction, so that first contact should be upbeat and positive.  10) Communicate service terms or product description clearly. Be sure your company policies, procedures, and services are explained thoroughly to avoid any complications or dissatisfaction arising from unmet expectations.
  26. 26. Customer Service Skill That I Noticed During The Project  Now a days the customers are expecting to get an idea of the products first then only they are getting the product, They wont believe the Advertisement alone.  I saw a customer named Mrs. Kalaivani who is the regular customer for the Kumudam Departmental Store since 2000. So she know everything about the shop hence she didn’t need any customer service executive to help her, The Manager of the store gave a special discount for that lady, Because she is a regular customer… Then he gave some complementary cards to her, From this I got an idea about “Fairness”
  27. 27.  Next I noticed another customer who is new to that store, So the Manager arrange a special person for her to guide her purchase, He give some complementary gifts for this customer to get a good rapport, Hence from this I got an idea about “Friendliness”  I saw an annoyed customer who is not satisfied with a product, The sales girls in that counter accept the customers complaint and give their best, this showed me “Understanding & Empathy”
  28. 28. If I Am In A Place Of Service Provider  I would give best complements for the new customers  I would give special discounts for my regular customers  I would give a special care for the customer and ask them to write their opinion about my shop in a customer book, By seeing that I will correct the defects in my shop and fullfill the needs of the customers
  29. 29.  I would send greeting cards to the customers during festivals  I would give retain warranty for the goods which the customers get from my shop
  30. 30.  Through this project I learnt a lot about the customer service, As well I learnt how to manage the customers and what are the ways to handle the customers. And I really get the knowledge about how to manage the problems with the customers… Hence I got a lot of information through this project
  31. 31. I am thankful to Frankfinn institute and our centre head for allowing me to go for our assignment purpose to Kumudam Departmental Store for our Customer Service Project. My sincere gratitude towards our faculty Mrs. Jaylene Hardy for giving us such a wonderful opportunity and guidance, I thank my whole team members and also the staff of the Kumudam Departmental Store, Especially the Manager of Kumudam Departmental Store. operation. Thankfull for the customers who Cooperated with us during
  32. 32. Declaration I here by declare that the above work is done by me and it is my own work.

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