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Customer Care
Customer Care
Customer Care
Customer Care
Customer Care
Customer Care
Customer Care
Customer Care
Customer Care
Customer Care
Customer Care
Customer Care
Customer Care
Customer Care
Customer Care
Customer Care
Customer Care
Customer Care
Customer Care
Customer Care
Customer Care
Customer Care
Customer Care
Customer Care
Customer Care
Customer Care
Customer Care
Customer Care
Customer Care
Customer Care
Customer Care
Customer Care
Customer Care
Customer Care
Customer Care
Customer Care
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Customer Care

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  • 1. Customer Care
  • 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. Exceeding Expectations <ul><li>BAD SERVICE < EXPECTATION </li></ul><ul><li>GOOD SERVICE = EXPEXTATION </li></ul><ul><li>SUPERIOR SERVICE > EXPEXTATION </li></ul>
  • 16. Exceeding Expectations Cont 1 . . . What you Provide < = > What you Promised and/or What They Expected Dissatisfied Delighted Satisfied
  • 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. Exceed Expectations Cond 2 . . . Delight = Expectation + 1
  • 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. 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. 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. Informed Cont 1 . . . <ul><li>Discussion </li></ul><ul><li>How to keep informed </li></ul>
  • 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. Thank You

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