Customer Care


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Customer Care

  1. 1. Customer Care
  2. 2. What is Customer Care <ul><li>Way of dealing with Customers </li></ul><ul><li>so that there is strong & loyal relationship </li></ul><ul><li>between the customer & BSNL </li></ul>
  3. 3. VISION <ul><li>To provide world class telecommunication services for all people using the state of art technology even to the remotest part of our country at affordable cost. </li></ul><ul><li>Retaining the existing customers & looking for future potential customers </li></ul>
  4. 4. Subscriber & Customer Subscriber: One who accepts the conditions of the organization. Customer: The organization should be in a position to cater all the needs of the customer
  5. 5. Why is Customer Care Important <ul><ul><ul><ul><li>Competition </li></ul></ul></ul></ul><ul><ul><ul><ul><li>To Remain successful </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Revenue </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Employees share in revenue </li></ul></ul></ul></ul>
  6. 6. Modern customer-oriented organization chart Top management Middle management Front-line people Customers Customers Front-line people Middle management Top management Traditional organization chart
  7. 7. Customer has to feel “SPECIAL” <ul><li>S - Speedy </li></ul><ul><li>P - Personalized </li></ul><ul><li>E - Exceed Expectations </li></ul><ul><li>C - Courtesy </li></ul><ul><li>I - Informed </li></ul><ul><li>A - Attitude (Can Do) </li></ul><ul><li>L - Long Lasting </li></ul>
  8. 8. Speedy (Acting quickly) <ul><li>Have sufficient latest stock of brochures. </li></ul><ul><li>Keep equipment in order always. </li></ul><ul><li>Keep forms in good supply. </li></ul><ul><li>Always have stock of goods & services </li></ul><ul><li>Dispose expired stock immediately. </li></ul><ul><li>Prepare for peak periods </li></ul>
  9. 9. Speedy cont 1. . . <ul><li>Be up to date with information </li></ul><ul><li>Find out what customer wants </li></ul><ul><ul><li>By listening </li></ul></ul><ul><ul><li>Asking questions </li></ul></ul><ul><li>Make extra effort to avoid delays. </li></ul><ul><li>Take & give help to colleagues in difficulty. </li></ul>
  10. 10. Speedy cond 2 . . . <ul><li>Provide alternate solutions </li></ul><ul><li>for infeasible cases </li></ul><ul><li>eg: Customer wants broadband. </li></ul><ul><li>Broadband is infeasible. </li></ul><ul><li> What do you do? </li></ul><ul><li> </li></ul>
  11. 11. Speedy cont 3 . . . <ul><li>Dial Up </li></ul><ul><li>DIAS </li></ul><ul><li>WLL </li></ul><ul><li>GPRS/EDGE/3G </li></ul><ul><li>Account Free </li></ul><ul><li>ISDN </li></ul><ul><li>EvDO </li></ul><ul><li>NIC </li></ul><ul><li>Wi-MAX </li></ul><ul><li>Wi-Fi </li></ul>BSNL solutions for internet access In case of infeasibility, explore alteranatives.
  12. 12. Personalized <ul><li>Customers like to get individual treatment. </li></ul><ul><li>Courtesy, manners and politeness </li></ul><ul><li>Groom yourself - customer watch sales person </li></ul><ul><li>Use customer’s name in all written communication </li></ul>
  13. 13. Personalized cont 1 . . . <ul><li>Listening </li></ul><ul><ul><li>Stop talking </li></ul></ul><ul><ul><li>Let the customer talk </li></ul></ul><ul><ul><li>Do not argue with customer </li></ul></ul><ul><ul><li>Try to see from the customer’s perspective </li></ul></ul><ul><ul><li>Avoid distractions </li></ul></ul><ul><li>Customer is always right. </li></ul>
  14. 14. Personalized Cont 2 . . . <ul><li>Angry customers </li></ul><ul><li>Customers with specific drawbacks </li></ul><ul><ul><li>Children </li></ul></ul><ul><ul><li>Elderly </li></ul></ul><ul><ul><li>Foreigners </li></ul></ul><ul><ul><li>Handicapped </li></ul></ul><ul><li>Uneducated customers </li></ul>
  15. 15. Exceeding Expectations <ul><li>BAD SERVICE < EXPECTATION </li></ul><ul><li>GOOD SERVICE = EXPEXTATION </li></ul><ul><li>SUPERIOR SERVICE > EXPEXTATION </li></ul>
  16. 16. Exceeding Expectations Cont 1 . . . What you Provide < = > What you Promised and/or What They Expected Dissatisfied Delighted Satisfied
  17. 17. Expectations from front-line staff <ul><li>Good Communication Skills </li></ul><ul><li>Ability to get along with wide range of people </li></ul><ul><li>Good social skills </li></ul><ul><li>Well groomed </li></ul><ul><li>Ability to organize self and work </li></ul><ul><li>Stay calm under pressure. </li></ul><ul><li>Well informed about products, service, procedure, tariff </li></ul>
  18. 18. Exceed Expectations Cond 2 . . . Delight = Expectation + 1
  19. 19. Exceed Expectations Cont 3 . . . + 1 % + 1 more smile + 1 additional item + 1 more personal contact + 1 bit more thought fullness + 1 extra minute of your time + 1 check to make sure all’s now OK + 1 telephone call to ensure the customer’s happy + 1 anything else that will delight your customers
  20. 20. Courtesy <ul><li>Greet Customers </li></ul><ul><li>Smile </li></ul><ul><li>Use Good Inter Personal Communication </li></ul><ul><li>Check layout and convenience of work area </li></ul><ul><li>Say “Thank You” & “ Please” </li></ul><ul><li>Give them your full attention. </li></ul>
  21. 21. Informed <ul><li>Know Your Products & Services. </li></ul><ul><li>Know Your Colleagues. </li></ul><ul><li>Know Your Procedures. </li></ul><ul><li>Know Your Tariff. </li></ul><ul><li>Know Your Limits. </li></ul><ul><li>Keep updated </li></ul>
  22. 22. Informed Cont 1 . . . <ul><li>Discussion </li></ul><ul><li>How to keep informed </li></ul>
  23. 23. Attitude <ul><li>Why Do Customers move away? </li></ul><ul><ul><ul><li>1% Die </li></ul></ul></ul><ul><ul><ul><li>3% Move Away </li></ul></ul></ul><ul><ul><ul><li>5% Form other Friendship </li></ul></ul></ul><ul><ul><ul><li>9% For Competition </li></ul></ul></ul><ul><ul><ul><li>14% For Product Dissatisfaction </li></ul></ul></ul><ul><ul><ul><li>68% For indifferent attitude of employees </li></ul></ul></ul>
  24. 24. Attitude Cont 1 . . . <ul><li>People with “Can Do” attitude </li></ul><ul><ul><ul><li>Try to solve customer’s problem. </li></ul></ul></ul><ul><ul><ul><li>Try to improve service </li></ul></ul></ul><ul><ul><ul><li>Try for team work </li></ul></ul></ul>
  25. 25. GANDHIJI & CUSTOMER <ul><li>Customer is the most important person in our organization. </li></ul><ul><li>customer is not an interruption to our work; </li></ul><ul><li>he is the purpose of it. </li></ul><ul><li>customer is not dependant on us; </li></ul><ul><li>we are only depending on him. </li></ul><ul><li>we are not doing any favor to him; </li></ul><ul><li>he has given an opportunity to serve him </li></ul>
  26. 26. Attitude cond 2 . . . <ul><li>IMAGINE THE FOLLOWING </li></ul><ul><li>One day no customer enter our csc. </li></ul><ul><li>One day no fault is booked in 1191. </li></ul><ul><li>One day there is no need for commercial officer to release a advise note. </li></ul><ul><li>One day there is no need to do any jumping work in td </li></ul><ul><li>What will be feeling of employees in these section? </li></ul><ul><li>If the same situation continues for a week </li></ul><ul><li>what will be feeling of employees in these section? </li></ul>
  27. 27. Attitude Cont 3 . . . <ul><li>REASONS FOR CUSTOMER IRRITATION </li></ul><ul><ul><ul><li>Billing </li></ul></ul></ul><ul><ul><ul><li>Non availability of single window system </li></ul></ul></ul><ul><ul><ul><li>Non availability of materials </li></ul></ul></ul><ul><ul><ul><li>Behavior of employees </li></ul></ul></ul><ul><ul><ul><li>Above all “ expectation” </li></ul></ul></ul>
  28. 28. Attitude Cont 4 . . . <ul><li>We cannot change the Customer Attitude, </li></ul><ul><li>but </li></ul><ul><li>We can maintain a Professional Attitude </li></ul>
  29. 29. Attitude Cont 5 . . . <ul><li>Handling Irate Customers </li></ul><ul><ul><ul><li>Listen actively and patiently </li></ul></ul></ul><ul><ul><ul><li>Ask questions </li></ul></ul></ul><ul><ul><ul><li>Control emotions </li></ul></ul></ul><ul><ul><ul><li>Identify the problem </li></ul></ul></ul><ul><ul><ul><li>Solve the problem </li></ul></ul></ul><ul><ul><ul><li>Empathy </li></ul></ul></ul>
  30. 30. Attitude cont 6 . . . <ul><li>Consider a situation when the customer is having a pregnant daughter or sick wife. </li></ul><ul><li>His anger & irritation is result of his tension. </li></ul><ul><li>It is not a result of your fault. </li></ul><ul><li>So, Why Take his Anger to Heart? </li></ul>
  31. 31. Attitude Cont 7 . . . <ul><li>Complaints are disguised opportunities. </li></ul><ul><li>Complaining people want to stay. </li></ul><ul><ul><li>4% of dissatisfied customers tell us </li></ul></ul><ul><ul><li>96 % tell to other people </li></ul></ul><ul><ul><li>Every unhappy customer tells 12 other (10 - 20) </li></ul></ul><ul><ul><li>If problem is solved 95 % of customers are retained. </li></ul></ul><ul><ul><li>40% marks for you, for solving problems. </li></ul></ul>
  32. 32. Long Lasting <ul><li>Customers staying with us. </li></ul><ul><li>Repeat customers. </li></ul><ul><li>Customers referring us. </li></ul><ul><li>Also Known as “Customer Loyalty” </li></ul>
  33. 33. Long Lasting cont 1 . . . <ul><li>Value added customer care. </li></ul><ul><li>Exceed expectation with better information </li></ul><ul><li>Try selling allied products or bundled offers. </li></ul><ul><li>Follow up - example dial after fault completion </li></ul>
  34. 34. Long Lasting Cont 2 . . . <ul><li>Give customer best - eg old Rs 10 note case </li></ul><ul><li>Be sympathetic with customer at his difficult situations. </li></ul><ul><li>Re assure the customer. </li></ul>
  35. 35. Situations of Customer Care <ul><ul><ul><ul><ul><li>face to face </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>phone </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>letter </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>help line </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>road show </li></ul></ul></ul></ul></ul><ul><ul><li>Whatever be the Situation </li></ul></ul><ul><ul><li> Make the Customer feel “SPECIAL” </li></ul></ul>
  36. 36. Thank You