Sanmit (Customer Service)


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  • Sanmit (Customer Service)

    1. 1. Customer Service
    2. 2. INDIVIDUAL PRESENTATION <ul><li>By – Sanmit Karandikar. </li></ul><ul><li>Batch – H5. </li></ul><ul><li>Frankfinn Institute of Airhostess Training. </li></ul><ul><li>Assessor – Mr. Rohan Miranda. </li></ul>
    3. 3. <ul><li>I take this humble opportunity to thank the Frankfinn Institute for giving me such a great exposure to the Service Industry. </li></ul><ul><li>I would also like to thank Mr. Rohan Miranda for teaching us the highs and lows of the Customer Service Industry and making us tackle any situation in our future life. </li></ul>ACKNOWLEDGEMENT
    4. 4. P
    5. 5. Who are Customers? <ul><ul><li>The most important person in any business. </li></ul></ul><ul><ul><li>Is not dependent on us. We are dependent on them. </li></ul></ul><ul><ul><li>Is not an interruption of our work, but the purpose of it. </li></ul></ul><ul><ul><li>Is part of our business – not an outsider. </li></ul></ul><ul><ul><li>Does us a favor when they come in. </li></ul></ul><ul><ul><li>We aren’t doing them a favor by serving them. </li></ul></ul><ul><ul><li>A customer is not just money in the cash register. They are human beings with feelings and deserve to be treated with respect. </li></ul></ul><ul><ul><li>Is a person who comes to us with their needs and wants. It is our job to fill them. </li></ul></ul>
    6. 6. Facts about Customers <ul><li>The Customer is the business’ biggest asset </li></ul><ul><li>The Customer pays all our salaries wages and bonuses </li></ul><ul><li>The customer will go where he/she receives the best attention </li></ul><ul><li>There is no profit, no growth, no jobs without the customer </li></ul><ul><li>Hence, You must be your customers’ best choice! </li></ul>
    7. 8. A Challenge… <ul><li>Please write a One Sentence Definition of </li></ul><ul><li>CUSTOMER SERVICE. </li></ul>
    8. 9. <ul><li>Any or all interactions which the customer has with your organization while conducting business. </li></ul><ul><li>It is the ability to provide a service or product in the way it has been promised. </li></ul><ul><li>It is also about treating customers with respect, individuality, and personal attention. </li></ul>Customer Service
    9. 10. Customer Service - GUEST <ul><li>G – Greet the customer </li></ul><ul><li>U – Understand customer needs </li></ul><ul><li>E – Explain features and benefits </li></ul><ul><li>S – Suggest additional items </li></ul><ul><li>T – Thank the customer </li></ul>
    10. 11. Customer Service - Airline Industry <ul><li>Customer service in the airline industry is critical for the survival of air carriers around the world. </li></ul><ul><li>Whether you're interested in airline sales personnel, airline attendents, or pilots, you'll find information about airline customer service, and how to improve it here. </li></ul>
    11. 12. Good, Bad, & Excellent Service
    12. 13. Good Customer Service <ul><li>Good service is when the customer gets </li></ul><ul><li>treatment that meets his/her expectations. </li></ul>Customer Expectation What Customer receives
    13. 14. Bad Customer Service <ul><li>Bad Service is when customer gets treatment </li></ul><ul><li>which is less than his/her expectations. </li></ul>Customer Expectation What Customer receives
    14. 15. Excellent Customer Service <ul><li>When the customer gets a little more than what </li></ul><ul><li>he/she expected, Good Service becomes Excellent Service </li></ul>Customer Expectation What Customer receives +
    15. 16. Types of Customers <ul><li>Internal Customers </li></ul><ul><li>External Customers </li></ul>
    16. 17. Internal Customer <ul><li>An individual or a group of people you may </li></ul><ul><li>Interact / serve within the organization </li></ul><ul><li>Eg: IT, Cafeteria, Logistics, HR, Facilities, Housekeeping </li></ul>
    17. 18. <ul><li>Internal Customers: </li></ul><ul><li>Many people deal with customers WITHIN their own companies. </li></ul><ul><li>Internal customers are those people and employees who might use your services and products, who reside in the same company. </li></ul><ul><li>For example the computer department, and human resources department serve internal needs. </li></ul>
    18. 19. External Customer <ul><li>Someone who comes to your organization </li></ul><ul><li>for products or services – the end customer </li></ul><ul><li>These customers depend on the timelines, </li></ul><ul><li>quality, and accuracy of your organization’s </li></ul><ul><li>work. </li></ul>
    19. 20. <ul><li>External Customers: </li></ul><ul><li>To my understanding, an external customer is the ordinary customers that purchase the companies products. </li></ul><ul><li>It's a common idea in Marketing or Management, that it's important to value or satisfy not only the external customer, but also the internal customer. </li></ul><ul><li>A successful company not only must sell well, but also have good employees that are willing to work their best for their company. </li></ul>
    20. 21. My Experience… <ul><li>Last week I gave a visit to a popular O hotel for a dinner. </li></ul><ul><li>As a privileage, I have a membership of the hotel on which I get a discount on the food. </li></ul><ul><li>The way they treat privileaged members is awesome. </li></ul><ul><li>You feel like you are the king. </li></ul><ul><li>They treat you like a VIP. </li></ul><ul><li>When I went there, I was on the waiting list because of the Saturday night rush. </li></ul><ul><li>I asked for a pool-side table which I didn’t know was asked by another customer before me. </li></ul><ul><li>As the table was cleared, he called me before the other guy even if he was first on the waiting list. </li></ul><ul><li>When he saw that, he was very angry towards the attitude of the manager. </li></ul><ul><li>In this case I was the internal customer because of my frequent visits to the hotel and the other guy was an external customer, a complete stranger. </li></ul>
    21. 22. M1 / M3
    22. 23. The Six Basic Needs of Customers <ul><li>1. Friendliness Friendliness is the most basic of all customers needs, usually associated with being greeted graciously and with warmth. </li></ul><ul><li>We all want to be acknowledged and welcomed by someone who sincerely is glad to see us. </li></ul><ul><li>A customer shouldn’t feel they are an intrusion on the service provider’s work day! </li></ul><ul><li>2. Understanding and empathy Customers need to feel that the service person understands and appreciates their circumstances and feelings without criticism or judgment. </li></ul><ul><li>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. </li></ul>
    23. 24. <ul><li>3. Fairness We all need to feel we are being treated fairly. </li></ul><ul><li>Customers get very annoyed and defensive when they feel they are subject to any class distinctions. </li></ul><ul><li>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. </li></ul><ul><li>4. Control Control represents the customers’ need to feel they have an impact on the way things turn out. </li></ul><ul><li>Our ability to meet this need for them comes from our own willingness to say “yes” much more than we say “no.” </li></ul><ul><li>Customers don’t care about policies and rules; they want to deal with us in all our reasonableness. </li></ul>
    24. 25. <ul><li>5. Options and alternatives Customers need to feel that other avenues are available to getting what they want accomplished. </li></ul><ul><li>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.” </li></ul><ul><li>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. </li></ul><ul><li>6. Information “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! </li></ul><ul><li>They don’t want to waste precious time doing homework on their own – they look to us to be their walking, talking, information central. </li></ul>
    25. 26. <ul><li>These basic need in my case was the need of a table for dinner. </li></ul><ul><li>We could see that the hotel manager preferred to meet my needs before the other guy. </li></ul><ul><li>The manager could not meet the needs for the other guy even if he was an external customer. </li></ul><ul><li>He should have shown understanding, friendliness, fairness, control, knowledge. </li></ul><ul><li>He could have come up with an alternative solution. </li></ul><ul><li>When he knew that I was the second choice, he should have acted accordingly and went as per the rules. </li></ul><ul><li>A customer is a customer whether internal or external. </li></ul>
    26. 27. M2 / M3
    27. 29. The Bridge to Our Customers Customer Delight
    29. 31. Co-relation between Customer Perception & Service Evaluation <ul><li>Customer perception and service evaluation both are co-related. </li></ul><ul><li>If then service provided by us is up to the customer’s perception and expectations then that creates a happy customer that helps us in our organization’s growth. </li></ul><ul><li>In an organization we are not just selling our products we are in fact rendering our service also. </li></ul>
    30. 32. D1
    31. 33. Customer service skills <ul><li>Attracting new customers costs more than retaining existing customers. </li></ul><ul><li>Customer service costs real money. </li></ul><ul><li>Understand your customers’ needs and meet them. </li></ul><ul><li>Good process and product design is important. </li></ul><ul><li>Customer service must be consistent. </li></ul><ul><li>Open all communication channels. </li></ul><ul><li>Every customer contact is a chance to shine. </li></ul><ul><li>People expect good customer service everywhere. </li></ul><ul><li>Treat every customer equally. </li></ul>
    32. 34. D2 / D3
    33. 35. If I was in the place of the hotel manager… <ul><li>I would ensure that I prepare a list of customers in case of waiting. </li></ul><ul><li>That would help me in arranging tables for the customers on numbering basis. </li></ul><ul><li>If a reservation is done before hand, I would place a ‘reserved’ plate on the desired table. </li></ul><ul><li>In case of a privileaged member, I would go according the rules. </li></ul>
    34. 36. <ul><li>Whether the customer is internal or external, I would treat him as CUSTOMER. </li></ul><ul><li>This shows my fairness to everybody If the member is not in the mood of waiting, I would suggest some other good alternatives. </li></ul><ul><li>If any problem occurs, I would give some discount so that the customer does not leave with mere satisfaction but with great delight. </li></ul><ul><li>I would act according to the situation so that I ensure that the customer comes again and again. </li></ul><ul><li>I will always help my hotel in building the business. </li></ul>
    35. 37. Conclusion and Reference <ul><li>In this assignment I was able to understand the co-relation between customer satisfaction & customer expectation & also the inter relation between customer perception and customer satisfaction. </li></ul><ul><li>I could also understand how feedbacks are important in the growth of our company. </li></ul><ul><li>Self experience was used in this presentation and no other references. </li></ul>
    36. 38. THANK YOU