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Customer delight
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Customer delight

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With the help of this presentation you will get to know about :

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 Presentation Transcript

  • 1. Objectives
      • Understand the importance of Customer and Customer service
      • Understand Moment of Truth and Service-Profit Chain
      • Understand and create Customer Delight
      • Practice Complaints and Handling Skills
      • Tips to practice and demonstrate a good customer service
  • 2. Customer Delight
    • The Bridge to our customers
      • Exceeding customers expectations is Delighting Customers.
      • The customer reacts with a “wow “ in return of a product or services.
      • Every interaction with the customer has a opportunity to create a delight .
  • 3. You as an Customer Share an Experience of Good Customer Service
  • 4. You as an Customer Share an Experience of Bad Customer Service
  • 5. Who are Customers?
      • The most important person in any business.
      • Is not dependent upon us. We are dependent upon them.
      • Is not an interruption in our work, but the purpose of it.
      • They do us a favor when they come in. We are not doing them a favor by serving them.
      • A customer is not just money in the our account. They are human beings with feelings and deserves to be treated respectfully.
      • Is a person who comes to us with their wants and needs, its our job to fulfill them
      • Deserves the most courteous attention
  • 6. Facts about Customers
      • The customers are the biggest asset of our business.
      • The customers pays all our salaries, wages and bonuses.
      • The customer will go where he receives the best attention.
      • There is no profits ,no growths and no jobs without customers.
    • Hence, you must be your customers best choice
  • 7. Facts about Customers
      • 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.
      • 7 out of 10 complaining customers will do business with you again, if you resolve the complaint in their favor.
      • If you resolve the complaints on the spot,95% will do business again.
  • 8. Facts about Customers
      • A typical dissatisfied customer will tell 8-10 people about their problems.
      • 7 out of 10complainig customers will do business with you again, if you resolve the complaint in their favor.
      • If you resolve the complaints on the spot,95% will do business again.
  • 9. Why Customers Leave?
  • 10. What is important to customer?
      • Accuracy
      • Efficiency
      • Courtesy
      • Friendliness
      • Honesty
  • 11. Why customer service is important ?
    • Anybody can copy your product and delivering method but no one can copy your service mindset.
  • 12. Customer Service
      • Any or all interactions which the customer has with our organization while conducting business
      • It’s an ability to provide a service or product in the way its has been promised
  • 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. Good Customer Service When the customer gets treatment that’s meet his expectations .
  • 15. Bad Customer Service When the customer gets treatment that is less than his expectations .
  • 16. Excellent Customer Service When a customer gets little more than what he expected, Good Services becomes Excellent .
  • 17. Moment of Truth
      • 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.
  • 18. Service Profit Chain
  • 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. Complaint Handling
      • Appreciate / Thank the Customer for sharing the complaint.
      • Apologize for the error /mistake/inconvenience.
      • Take ownership to resolve the issue.
      • Never promise that you cannot do.
  • 21. Things to Remember
      • Customers don’t just buy products/services ,They also buy good feelings and solution.
      • Make customer feel important and appreciated.
      • Avoid rushing or doing too many things.
      • Apologize when something goes wrong.
      • Service a little more than they expect.
      • Use positive verbal and body language .