Customer delight

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With the help of this presentation you will get to know about :
What Is Customer service?
Why is it important for any business

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Customer delight

  1. 1. Objectives <ul><ul><li>Understand the importance of Customer and Customer service </li></ul></ul><ul><ul><li>Understand Moment of Truth and Service-Profit Chain </li></ul></ul><ul><ul><li>Understand and create Customer Delight </li></ul></ul><ul><ul><li>Practice Complaints and Handling Skills </li></ul></ul><ul><ul><li>Tips to practice and demonstrate a good customer service </li></ul></ul>
  2. 2. Customer Delight <ul><li>The Bridge to our customers </li></ul><ul><ul><li>Exceeding customers expectations is Delighting Customers. </li></ul></ul><ul><ul><li>The customer reacts with a “wow “ in return of a product or services. </li></ul></ul><ul><ul><li>Every interaction with the customer has a opportunity to create a delight . </li></ul></ul>
  3. 3. You as an Customer Share an Experience of Good Customer Service
  4. 4. You as an Customer Share an Experience of Bad Customer Service
  5. 5. Who are Customers? <ul><ul><li>The most important person in any business. </li></ul></ul><ul><ul><li>Is not dependent upon us. We are dependent upon them. </li></ul></ul><ul><ul><li>Is not an interruption in our work, but the purpose of it. </li></ul></ul><ul><ul><li>They do us a favor when they come in. We are not doing them a favor by serving them. </li></ul></ul><ul><ul><li>A customer is not just money in the our account. They are human beings with feelings and deserves to be treated respectfully. </li></ul></ul><ul><ul><li>Is a person who comes to us with their wants and needs, its our job to fulfill them </li></ul></ul><ul><ul><li>Deserves the most courteous attention </li></ul></ul>
  6. 6. Facts about Customers <ul><ul><li>The customers are the biggest asset of our business. </li></ul></ul><ul><ul><li>The customers pays all our salaries, wages and bonuses. </li></ul></ul><ul><ul><li>The customer will go where he receives the best attention. </li></ul></ul><ul><ul><li>There is no profits ,no growths and no jobs without customers. </li></ul></ul><ul><li>Hence, you must be your customers best choice </li></ul>
  7. 7. Facts about Customers <ul><ul><li>Across all industries,50% of consumers complaint about problems to a front line persons. The chances are high that most of the problems will never reported to the manufacturers. </li></ul></ul><ul><ul><li>7 out of 10 complaining customers will do business with you again, if you resolve the complaint in their favor. </li></ul></ul><ul><ul><li>If you resolve the complaints on the spot,95% will do business again. </li></ul></ul>
  8. 8. Facts about Customers <ul><ul><li>A typical dissatisfied customer will tell 8-10 people about their problems. </li></ul></ul><ul><ul><li>7 out of 10complainig customers will do business with you again, if you resolve the complaint in their favor. </li></ul></ul><ul><ul><li>If you resolve the complaints on the spot,95% will do business again. </li></ul></ul>
  9. 9. Why Customers Leave?
  10. 10. What is important to customer? <ul><ul><li>Accuracy </li></ul></ul><ul><ul><li>Efficiency </li></ul></ul><ul><ul><li>Courtesy </li></ul></ul><ul><ul><li>Friendliness </li></ul></ul><ul><ul><li>Honesty </li></ul></ul>
  11. 11. Why customer service is important ? <ul><li>Anybody can copy your product and delivering method but no one can copy your service mindset. </li></ul>
  12. 12. Customer Service <ul><ul><li>Any or all interactions which the customer has with our organization while conducting business </li></ul></ul><ul><ul><li>It’s an ability to provide a service or product in the way its has been promised </li></ul></ul>
  13. 13. Customer Service Customer is a Guest G-greet the customer U-understand the customer’s needs E-explain features and benefits S-suggest additional terms T-thankful to customer
  14. 14. Good Customer Service When the customer gets treatment that’s meet his expectations .
  15. 15. Bad Customer Service When the customer gets treatment that is less than his expectations .
  16. 16. Excellent Customer Service When a customer gets little more than what he expected, Good Services becomes Excellent .
  17. 17. Moment of Truth <ul><ul><li>A “Moment of Truth” is the interaction between the customer and the customer service provider which leaves a lasting impression on the customer...positive or negative! It truly makes the difference in your success or failure. </li></ul></ul>
  18. 18. Service Profit Chain
  19. 19. Do’s and Don’ts of Customer Services Do’s Dont’s Listen attentively Take people for granted Product knowledge Use Jargons Always provide what you promise Give short/clipped answers Assume that customer tells you the truth Speak Fast Never point out customers mistakes Assume Never argue Make sure your solution is acceptable for them
  20. 20. Complaint Handling <ul><ul><li>Appreciate / Thank the Customer for sharing the complaint. </li></ul></ul><ul><ul><li>Apologize for the error /mistake/inconvenience. </li></ul></ul><ul><ul><li>Take ownership to resolve the issue. </li></ul></ul><ul><ul><li>Never promise that you cannot do. </li></ul></ul>
  21. 21. Things to Remember <ul><ul><li>Customers don’t just buy products/services ,They also buy good feelings and solution. </li></ul></ul><ul><ul><li>Make customer feel important and appreciated. </li></ul></ul><ul><ul><li>Avoid rushing or doing too many things. </li></ul></ul><ul><ul><li>Apologize when something goes wrong. </li></ul></ul><ul><ul><li>Service a little more than they expect. </li></ul></ul><ul><ul><li>Use positive verbal and body language . </li></ul></ul>

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