Customer Relationship


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  • Only by exceeding customer's expectations, customer loyalty can be achieved.
    Customer Loyalty means long term organizational growth and success!
  • You are the company gatekeeper – The Bank itself! You matter the most!
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  • Customer Relationship

    1. 1. Customer Relationship Management
    2. 2. Objectives?  Understanding the concepts of “Who is a Customer” and “What is Service Quality”  Differentiate between a good or bad customer experience and its impact on organization  Understand the relation of customer services to the brand image of Organization.  Leading and cascading commitment to delivering consistent and standardized Customer Services  Develop the attitudes to become the best in customer services  How to retain the leadership position in quality health & medical services in the country.  Learn and Apply the standards provided in this training to achieve Highest Customer Services Standards
    3. 3. Customer Entity that receives or consumes products (goods or services) and has the ability to choose between different products and suppliers The slogan "customer is king" or "customer is God" or "the customer is always right" indicate the importance of customers to businesses
    4. 4. Customer Who is the Customer? Customer is someone with a problem or a need and he comes to you for a resolution of his problem or fulfillment of his need and is willing to pay the price for your solution. What solution is provided and how it is provided determines the value for customer
    5. 5. Importance of Customer?  A customer is the most important person in any business.  A customer is the ultimate boss who can fire anyone by not coming to us  A customer is not an interruption of our work. He is the purpose of our organizational existence.  We aren't doing him a favor by waiting on him. He is doing us a favor by visiting us  A customer is a stakeholder of our business - not an outsider.  A customer is not just money in the cash register. He is a human being with feelings and deserves to be treated with respect.
    6. 6. ACTIVITY What are the expectations of customers
    7. 7. What is Quality Quality = Performance / Expectation
    8. 8. Criteria of Quality? Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.
    9. 9. Customer Loyalty Vs. Satisfaction Customer Expectations Customer Satisfaction Customer Loyalty Not meeting expectations Dissatisfaction Defection Meeting expectations Satisfaction, but “taken for granted” Variety Seeking Exceeding expectation Enthusiasm & Surprise Customer Loyalty
    10. 10. Customer Service "Customer service is the ability to provide a service or product in the way that it has been promised" "Customer service is about treating others as you would like to be treated yourself" "Customer service is an organization's ability to supply their customers' wants and needs" "Customer Service is a phrase that is used to describe the process of taking care of our customers in a positive manner"
    11. 11. Customer Services Attitude My customer is my paymaster Don’t label or stereotype customers Customer is not here to test you or your knowledge How much do you like or enjoy your work?
    12. 12. Cost of a Negative Experience… Some facts 96% of the customers who have had a bad experience will not complain… 90% of these customers will not return. On average, customers who have had a bad experience will tell at least 9 other people. For every customer who complains, there are 26 other customers who have had similar problems.
    13. 13. Are we Leading the Customer Services or just Managing the Customer?
    14. 14. Service Quality Culture Where serving customer is primary business objective Where everyone takes personal responsibility and initiative for providing quality services Where managers ensure that the staff gives customers more importance than their bosses Where staff support each other and depts. collaborate rather than compete. Where customer complaints are considered as opportunities to improve
    15. 15. Service Standards Acknowledge customers within 10 seconds of his arrival Smile and make eye contact Say “ AOA. Welcome to Mobilink, How may I help you?” Obtain and use customer’s name, where appropriate. Seek permission from customer before attending to other distractions, like phone call Show empathy and ask questions to understand customer needs Be informed/up to date on your operations, location of various departments and concerned officers. Guide customer to their desired location by providing adequate information Never leave a customer unattended or uninformed
    16. 16. TELEPHONESTANDARD Answer phone by third ring Smile and Greet customer by saying “AOA, Thank you for calling PIA, This is ……… Inform customer before placing on hold or transferring the call Your emotions and feelings are transferred to people calling you Return calls same day before sundown
    17. 17. How does a customer perceive a caring Organization? Customer-focused Organization Convenient Appreciates/ Values Customers Responsive Take Ownership Transparent (fees, rates, policies)
    18. 18. Service Quality Personal Target Making Customers Smile
    19. 19. Customer Service Mistakes You Should Avoid 1. Getting rude with a customer 2. Ignoring a problem 3. Making the customer jump through hoops 4. Being placed on hold endlessly
    20. 20. Things to Avoid With Angry Customers DONTS’  Don't make threats  Don't argue  Don't hang up on the customer  Don't make the customer feel helpless  Don't raise your voice  Don't tell a customer he/she is wrong
    21. 21. How to handle Disgruntled and Angry Customers  Listen with the intent to understand.  Speak slowly and wait a few seconds before responding.  Be assertive - not aggressive or passive  Keep the focus on the issue, not the customer’s behavior  Take customer away from the scene  Apologize sincerely
    22. 22. Use non-verbal communication to SOFTEN S O F T E N = SMILE = Open Posture = Forward Lean = Touch, only if appropriate = Eye Contact = Nod
    23. 23. Courteous Alive & energetic Responsive Informative Never says “No” Guides right “ CARING