I am Magesh Gugan.
INTRODUCTION C from A-1 batch.
Making dreams to
Smart people” I
think I’ll go with
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
A customer is not just money in the
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
“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
Employee who receives goods or
services produced elsewhere in the
firm as inputs to his or her work in
Customers who are not a part of or affiliated
with a particular business, and who are also
the purchasers or recipients of that
(i.e., product or service deliverables).
5. Options and
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!
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.
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.
‘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.
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.
“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,
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…..
*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)
Providing your customers with tangible information lets
that you value them and respect their ability to make
decisions. When they feel that they're respected, they're
open and willing to do more business with your
company. One way
to ensure they receive beneficial information is to ask
questions during your conversations to uncover needs
they may not
have voiced. For instance, ask about the objectives
for their company, and the problems associated with
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
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.
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.
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
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
business with them. Building a relationship with
built on mutual trust and respect takes time and
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.
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
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
2. Satisfied customer---Open to the next better opportunity.
3. Loyal customer--Returns despite offers by the competition.
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.
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
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
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.
8) Learn to leave stressful situations behind. Teach
employees to separate the present from the past
and place the emotions of a stressful interaction
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
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.
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
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”
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
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”
If I Am In A Place Of Service Provider
I would give best complements for the new
I would give special discounts for my regular
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
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
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
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
I here by declare that the above
work is done by me and it is my