Handle customer with smile(final 1)

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Handle customer with smile(final 1)

  1. 1. WELCOME P.NAMBIAR
  2. 2. HANDLE CUSTOMER WITH SMILE
  3. 3. INTRODUCTION <ul><li>I AM YOUR CONSTANT COMPANION. </li></ul><ul><li>I AM YOUR GREATEST HELPER OR HEAVIEST BURDEN. </li></ul><ul><li>I WILL PUSH YOU ONWARD OR DRAG YOU DOWN TO FAILURE. </li></ul><ul><li>I AM COMPLETELY AT YOUR COMMAND.HALF THE THINGS YOU DO MIGHT JUST AS WELL TURN OVER TO ME , AND </li></ul><ul><li>I WILL BE ABLE TO DO THEM QUICKLY, CORRECTLY. </li></ul><ul><li>I AM EASILY MANAGED – YOU MUST MERELY BE FIRM WITH ME. </li></ul>
  4. 4. <ul><li>SHOW ME EXACTLY HOW YOU WANT SOMETHING DONE , AND AFTER A FEW LESSONS </li></ul><ul><li>I WILL DO IT AUTOMATICALLY. </li></ul><ul><li>I AM THE SERVANT OF ALL GREAT PEOPLE; AND ALAS , OF ALL FAILURES AS WELL. THOSE WHO ARE FAILURES , </li></ul><ul><li>I HAVE MADE FAILURES. </li></ul><ul><li>I AM NOT A MACHINE , THOUGH I WORK WITH ALL THE PRECISION OF A MACHINE PLUS THE INTELLEGENCE OF A HUMAN BEING. </li></ul>
  5. 5. <ul><li>YOU MAY RUN ME FOR A PROFIT OR TURN ME RUINS – IT MAKES NO DIFFERENCE TO ME. </li></ul><ul><li>TAKE ME , TRAIN ME , BE FIRM WITH ME , AND </li></ul><ul><li>I WILL PLACE THE WORLD AT YOR FEET. </li></ul><ul><li>BE EASY WITH ME AND I WILL DESTROY YOU! </li></ul>
  6. 6. WHO AM I? I AM HABIT
  7. 7. CONFUSED CUSTOMER 1 2 3 4 5 6 5 KIRON SHARMILI JURY
  8. 8. SERIOUS PHARMACY STAFF GOOD MOVIE ! DAY DREAMING! I TOO LIKE FILMS.
  9. 9. IHL PHARMACY READY TO SREVE . BUT NO CUSTOMER
  10. 10. STEADY & ALERT H.O.D.
  11. 11. WAITING FOR ORDER
  12. 12. READY TO SERVE
  13. 13. WELCOME (SOMETIMES POOR LIGHTING)
  14. 14. ELEGANT INFRASTRUCTURE
  15. 15. FULLY DEVOTED STAFF
  16. 16. WORK INSTRUCTIONS
  17. 17. H.O.D. IN ACTION
  18. 18. SMILING AND MOTIVATING BOSS A M B U L A N C E R A D I O L O G Y R E C E P T I O N C.R.M&PHONES P A T H O L O G Y EPAB X V I P C U S T O M E R S S U P E R I O R S
  19. 19. VERY PUNCTUAL IN AS WELL AS OUT
  20. 20. PLEASE DO NOT SLEEP
  21. 21. HOW TO IMPROVE YOUR RELATIONS SIX IMPORTANT WORDS
  22. 22. I ADMIT I MADE A MISTAKE
  23. 23. 5 IMPORTANT WORDS YOU DID A GOOD JOB
  24. 24. 4 IMPORTANT WORDS WHAT IS YOUR OPINION?
  25. 25. 3 IMPORTANT WORDS HOW ARE YOU?
  26. 26. 2 IMPORTANT WORDS THANK YOU
  27. 27. 1 IMPORTANT WORD WE
  28. 28. THE LEAST IMPORTANT WORD I
  29. 29. HOW MANY BELIEVE IN GOD?
  30. 30. <ul><li>MATRU DEVO BHAVA </li></ul><ul><li>PITRU DEVO BHAVA </li></ul><ul><li>ACHARYA DEVO BHAVA </li></ul>ATITHI DEVO BHAVA
  31. 31. WHO IS A CUSTOMER? <ul><li>ACCORDING TO INDIAN HERITAGE </li></ul><ul><li>ATITHI DEVO BHAVA </li></ul>
  32. 32. CUSTOMER IS THE KING
  33. 33. <ul><li>SHOW RESPECT TO THE CUSTOMER </li></ul><ul><li>DO SERVE TO THE CUSTOMER BY WHICH HE/SHE IS PLEASED. </li></ul><ul><li>PROVIDE HELP &GUIDANCE TO HIM/HER IF NECESSARY. </li></ul><ul><li>BE HUMBLE AND POLITE & BEHAVE WITH GOOD MANNERS. </li></ul>
  34. 34. IN REAL LIFE WHO IS A CUSTOMER? <ul><li>“ A CUSTOMER IS THE MOST IMPORTANT VISITOR ON OUR PREMISES.HE/SHE IS NOT DEPENDENT ON US. WE ARE DEPENDENT ON HIM/HER.HE/SHE IS NOT AN INTERRUPTION OF OUR WORK.HE/SHE IS THE PURPOSE OF IT. </li></ul>
  35. 35. <ul><li>HE/SHE IS NOT AN OUTSIDER TO OUR BUSINESS.HE/SHE IS PART OF IT.WE ARE NOT DOING HIM/HER A FAVOUR BY SERVING HIM/HER.HE/SHE IS DOING US A FAVOUR BY GIVING US THE OPPORTUNITY TO DO SO.” </li></ul>MAHATMA GANDHI
  36. 36. ALWAYS <ul><li>1.ONE SHOULD ALWAYS THINK BEFORE SPEAKING TO CUSTOMER. </li></ul><ul><li>2.ONE SHOULD ALWAYS BE RESPECTFUL WHILE TALKING TO THE CUSTOMER. </li></ul><ul><li>3.ONE SHOULD ALWAYS TRY TO BECOME A GOOD LISTENER. </li></ul><ul><li>4. ONE SHOULD ALWAYS TRY TO BECOME FRIENDLY WHILE CONVERSING WITH CUSTOMER. </li></ul>
  37. 37. 5. ONE SHOULD ALWAYS BE WELL MANNERED. 6.ONE SHOULD ALWAYS BE HUMBLE,POLITE AND FLEXIBLE. 7.ONE SHOULD ALWAYS TRY TO BE CHEERFUL AND HUMOUROUS AMONG OTHERS. 8.ONE SHOULD ALWAYS BE COURTEOUS WHILE CONVERSING WITH OTHERS. 9.ONE SHOULD ALWAYS SHOW INTEREST WHEN OTHERS ARE SPEAKING. 10.ONE SHOULD ALWAYS SMILE .
  38. 38. NEVER 1.ONE SHOULD NEVER NUMBLE WHILE SPEAKING. 2.ONE SHOULD NEVER HESITATE TO PRAISE AND COMPLIMENT OTHERS WHILE COMMUNICATING. 3.ONE SHOULD NEVER USE A WORD IN HIS CONVERSATION WITHOUT UNDERSTANDING ITS MEANING. 4.ONE SHOULD NEVER ARGUE UNNECESSARILY. 5.ONE SHOULD NEVER GIVE SARCASTIC REMARKS OR USE SUPERFLUOUS WORDS IN HIS SPEECH. 6.ONE SHOULD NEVER BECOME OVER FAMILIAR OR SHOW OVER INTIMACY. 7.ONE SHOULD NEVER BE INSINCERE OR EGOIST. 8.ONE SHOULD NEVER LIE. INSURANCE OFFICE STORY
  39. 39. IMPORTANT MAGNETIC WORDS <ul><li>1.GOOD MORNING </li></ul><ul><li>2.WELCOME </li></ul><ul><li>3.MAY I HELP YOU </li></ul><ul><li>4.EXCUSE ME </li></ul><ul><li>5.BEG YOUR PARDON </li></ul><ul><li>6.PLEASE </li></ul><ul><li>7.SORRY </li></ul><ul><li>8.FINE. </li></ul><ul><li>9.THANK YOU </li></ul><ul><li>10.GOOD NIGHT </li></ul>
  40. 40. RESPECT YOURSELF <ul><li>EARLY MORNING </li></ul><ul><li>GOOD MORNING TO SELF(BODY) </li></ul><ul><li>AT NIGHT </li></ul><ul><li>THANK YOU TO SELF(BODY) </li></ul>
  41. 42. CHARACTERISTICS OF SERVICES <ul><li>1.INTANGIBLITY </li></ul><ul><li>2.HETEROGENEITY </li></ul><ul><li>3.INSEPARABILITY </li></ul><ul><li>4.PERISHABILITY </li></ul>
  42. 43. WINNING CUSTOMER CONFIDENCE BY QUALITY SERVICES <ul><li>1.RELIABILITY </li></ul><ul><li>Consistently and dependability </li></ul><ul><li>2.RESPONSIVENESS </li></ul><ul><li>Quick to respond to the needs of customer </li></ul><ul><li>3.CONFIDENCE&ASSURANCE </li></ul><ul><li>Treating them with respect courtesy&building trust and goodwill </li></ul><ul><li>Brand ambassador-all leave with a satisfied feeling after using our facilities. </li></ul><ul><li>4.TANGLIBLES: Tangible aspects in intangible services.Nice looking office,attracive catalogue,Pharmacy stores, uniforms,professional looking invoicxes etc. </li></ul>
  43. 44. SOLVE LIFE EQUATION <ul><li>LET’S ASSUME: </li></ul><ul><li>1). LIFE +LOVE = HAPPINESS </li></ul><ul><li>2). LIFE - LOVE = SORROW </li></ul><ul><li>IF YOU ADD 1+2 </li></ul><ul><li>2 LIFE = HAPPINESS +SORROW </li></ul><ul><li>SO LIFE = ½ HAPPINESS + ½ SORROW </li></ul>
  44. 45. VICIOUS CIRCLE OF LIFE <ul><li>HE GOT UP LATE IN THE MORNING AND SAID, </li></ul><ul><li>“ OH, I DIDN’T SLEEP SOUNDLY”, </li></ul><ul><li>HE DIDN’T EAT HIS BREAKFAST AND SAID, </li></ul><ul><li>“ I AM GETTING LATE FOR THE OFFICE”. </li></ul><ul><li>HE DEVELOPED A HEADACHE </li></ul><ul><li>WHEN HE REACHED OFFICE AND SAID, </li></ul><ul><li>“ IT IS BECAUSE I DIDN’T EAT PROPERLY”. </li></ul><ul><li>HE FAILED TO FINISH HIS WORK AND SAID, </li></ul><ul><li>“ THE HEADACHE HAS TAKEN ITS TOLL”. </li></ul><ul><li>HE WENT HOME QUITE DEPRESSED AND SAID, </li></ul><ul><li>“ MY PENDING WORK IS TROUBLING ME”. </li></ul><ul><li>HE WATCHED A MOVIE LATE AT NIGHT AND SAID, </li></ul><ul><li>“ I WANT TO RECOVER FROM MY GLOOM”. </li></ul><ul><li>AGAIN,HE GOT UP LATE THE NEXT MORNING…….LATE …AND …… </li></ul>
  45. 46. TERRIBLE LIFESTYLE! <ul><li>THIS IS WHAT WE GO THROUGH DAY AFTER DAY.WE FALL INTO A RUT,WE BECOME SLAVES OF OUR HABITS AND WE FORGET TO USE OUR MIND TO CHANGE THEM. </li></ul><ul><li>EVERY MORNING WHEN WE GET UP,WE HAVE TWO CHOICES: </li></ul><ul><li>WE CAN EITHER BE HAPPY OR WE CAN BE SAD.WHAT WOULD YOU LIKE TO CHOOSE? WHEN YOU CHOOSE TO BE HAPPY,YOUR SELF-ESTEEM AUTOMATICALLY GOES UP WITH OPTIMISTIC ATTITUDE. </li></ul>
  46. 47. CREATE THE ECHO OF LIFE <ul><li>A SON AND FATHER WERE WALKING ON THE MOUNTAINS.SUDDENLY HIS SON FELL,HURT HIMSELF AND SCREAMED :AAAhhhhhhhhhhh </li></ul><ul><li>TO HIS SURPRISE,HE HEARD THE VOICE REPEATING,SOMEWHERE IN THE MOUNTAIN, AAAhhhhhhhhhhhh </li></ul><ul><li>CURIOUS,HE YELLED: “WHO ARE YOU?” </li></ul><ul><li>HE RECEIVED THE ANSWER: “WHO ARE YOU?” </li></ul><ul><li>ANGERED AT THE RESPONSE,HE SCREAMED: “COWARD.” </li></ul><ul><li>HE RECEIVED THE ANSWER: “COWARD.” </li></ul>
  47. 48. <ul><li>HE LOOKED AT HIS FATHER AND ASKED;”WHAT IS GOING ON?” </li></ul><ul><li>THE FATHER SMILED AND SAID :”MY SON PAY ATTENTION.” </li></ul><ul><li>THEN HE SCREAMED TO THE MOUNTAIN; “I ADMIRE YOU.” </li></ul><ul><li>THE VOICE ANSWERED, “ I ADMIRE YOU.” </li></ul><ul><li>AGAIN FATHER SCREAMED : “YOU ARE A CHAMPION.” </li></ul><ul><li>THE VOICE ANSWERED: “ YOU ARE A CHAMPION.” </li></ul>
  48. 49. <ul><li>THE BOY WAS SURPRISED,BUT DID NOT UNDERSATND.THEN THE FATHER EXPLAINED: </li></ul><ul><li>“ PEOPLE CALL THIS ECHO,BUT REALLY THIS IS </li></ul><ul><li>LIFE.IT GIVES BACK EVERYTHING YOU SAY OR </li></ul><ul><li>DO.OUR LIFE IS SIMPLY A REFLECTION OF OUR </li></ul><ul><li>ACTIONS.IF YOU WANT MORE LOVE IN THE </li></ul><ul><li>WORLD,CREATE MORE LOVE IN YOUR HEART.IF </li></ul><ul><li>YOU WANT MORE COMPETENCE IN YOUR TEAM, </li></ul><ul><li>IMPROVE YOUR COMPETENCE.THE </li></ul><ul><li>RELATIONSHIP APPLIES TO EVERYTHING,IN ALL </li></ul><ul><li>ASPECTS OF LIFE.LIFE WILL GIVE YOU BACK </li></ul><ul><li>EVERYTHING YOU HAVE GIVEN TO IT.” </li></ul>
  49. 50. <ul><li>YOUR LIFE IS NOT A COINCIDENCE.IT IS A REFLECTION OF YOU. </li></ul>
  50. 51. YOUR PROMISE <ul><li>1.TODAY I WILL NOT HEAR ANYTHING BAD . </li></ul><ul><li>2.TODAY I WILL NOT SEE ANYTHING BAD . </li></ul><ul><li>TODAY I WILL NOT TALK ANYTHING BAD . </li></ul>
  51. 52. TODAY I WILL NOT HEAR ANYTHING BAD . TODAY I WILL NOT SEE ANYTHING BAD . TODAY I WILL NOT TALK ANYTHING BAD .
  52. 53. DAILY PLEDGE
  53. 59. SMILE PLEASE
  54. 62. ENJOY
  55. 63. THAT'S ALL THANK YOU P.NAMBIAR

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