Customer Centric Plan


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Customer Centric Plan

  1. 1. Customer Delight The Bridge to Our Customers
  2. 2. <ul><li>We Understand the importance of Customer & Customer Service </li></ul><ul><li>We Identify Internal & External customers </li></ul><ul><li>We understand Moment of Truth & Service-Profit Chain </li></ul><ul><li>We understand & create Customer Delight </li></ul><ul><li>We follow the same with Simple Methods </li></ul><ul><li>Practice complaint handling skills </li></ul><ul><li>We practice & demonstrate good customer service </li></ul>
  3. 3. SERVICE v/s SERVICES <ul><li>Services are things you do for your customers </li></ul><ul><li>Service is how well an organization does what it does . </li></ul>
  4. 4. <ul><li>The In - focussed Company </li></ul><ul><li>The Customer focussed Company </li></ul>TWO TYPES OF ORGANISATIONS
  5. 5. Share an experience of Good Customer Service…
  6. 6. Share an experience of Bad Customer Service…
  7. 7. CLIENTS… <ul><ul><li>The most important person in our business is our client </li></ul></ul><ul><ul><li>We understand that they are not dependent on us. We are dependent on them. </li></ul></ul><ul><ul><li>Our mistakes are not an interruption of our work, but the purpose of it. </li></ul></ul><ul><ul><li>Our business – not an outsider. </li></ul></ul><ul><ul><li>Does us a favor when they come in. We aren’t doing them a favor by serving them. </li></ul></ul>
  8. 8. HOW CUSTOMERS DEVELOP EXPECTATIONS? <ul><li>Marketing communication channels </li></ul><ul><li>Word of mouth </li></ul><ul><li>Previous experience with the Organization / Employee </li></ul><ul><li>Previous experiences with similar Organizations </li></ul>
  9. 9. WE FOLLOW THE FACTS <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, we know we must be our customers’ best choice! </li></ul>
  10. 10. WE FOLLOW THE FACTS <ul><ul><li>A typical dissatisfied customer will tell 8-10 people about their problem. </li></ul></ul><ul><ul><li>7 out of 10 complaining customers will do business with you again if you resolve the complaint in their favor. </li></ul></ul><ul><ul><li>If you resolve a complaint on the spot, 95% will do business again. </li></ul></ul>
  11. 11. Customers leave <ul><li>Graph </li></ul>Others Product Dissatisfaction Better Prices Elsewhere Poor Service
  12. 12. Moment of Truth <ul><li>Any point in interaction during which the </li></ul><ul><li>Customer has an opportunity to form an </li></ul><ul><li>Impression (negative or positive) about the </li></ul><ul><li>Company through its services </li></ul>
  13. 13. QUALITY OF EXPERIENCES AFFECTS CUSTOMER PERCEPTIONS Moments of Magic Define the Customer’s Moments of Misery ‘ Moments of Truth’
  14. 14. MOMENT OF TRUTH <ul><li>When what is communicated at Moments of Truth is that : </li></ul><ul><li>The Customer is Respected </li></ul><ul><li>And Understood </li></ul><ul><li>And treated Genuinely, </li></ul><ul><li>The foundations are laid for </li></ul><ul><li>Quality Service </li></ul>
  15. 15. The Service-Profit Chain Good Service – Satisfied Customers Higher Sales High Revenue/ More profits Service-oriented employees
  16. 16. Different Customers & Handling them
  17. 17. CUSTOMER <ul><li>Passive </li></ul><ul><li>Angry </li></ul><ul><li>Demanding </li></ul>
  18. 18. FEW THINGS CUSTOMER WANTS <ul><li>… </li></ul>
  19. 19. ACCESSIBLE <ul><li>Our customers should be able to get a hold of us, or someone in your company, if they have a question or if they need service. </li></ul><ul><li>we acknowledge, speak his language, feel sorry for them, be respectful and polite by using empathy words and there you are always present for them. </li></ul>
  20. 20. WE RESPOND IN A TIMELY MANNER <ul><li>We make it a policy to tell customer whatever he needs and we know. Customer’s time are precious as ours. </li></ul><ul><li>We listen to them completely before answering the queries. </li></ul>
  21. 21. WE LISTEN TO OUR CUSTOMERS <ul><li>Often when a customer calls, they just want to be heard </li></ul><ul><li>In fact, sometimes, just listening is all you need to do. Take the time to listen to what your customers have to say before you start responding or defending your product or service. </li></ul><ul><li>They must be having a point </li></ul>
  22. 22. WE TREAT OUR CUSTOMERS WITH RESPECT <ul><li>Even if the customer on the other end of the phone is acting irrationally, or being rude, we don't lower yourself to their level by reciprocating. </li></ul><ul><li>Treat everyone with respect and you will be respected in return. </li></ul><ul><li>Plus, you never know when someone's just having a bad day, and they happen to be taking it out on you (we've all done it). </li></ul>
  23. 23. WE DON’T ARGUE WITH OUR CUSTOMERS <ul><li>We don’t ever want to win an argument with a customer </li></ul><ul><li>Because if we do win, we more than likely alienated the customer and we believe in loosing the business. </li></ul><ul><li>We all know the customer isn't really always right, but instead of focusing on what went wrong and defending our self, we focus on how we can solve the problem or fix the situation </li></ul>
  24. 24. WE HONOUR OUR COMMITMENTS <ul><li>If we offer a guarantee or promise, then honour it. Nothing spoils a Customer Relationship faster than being promised something & not honouring it. </li></ul><ul><li>We feel the Joy when a customer showering all praise on us for keeping promise and helping them out. </li></ul><ul><li>It’s the best motivating factor and worth more than any other gift we get from our Clients. </li></ul>
  25. 25. WE DO WHAT WE SAY <ul><li>If we say a customer that he/she will be getting a solution fast act on it. </li></ul><ul><li>We never go back on our words, if we want customer’s </li></ul><ul><li>It’s the best motivating factor and worth more than any other gift we get. </li></ul>
  26. 26. WE FOCUS ON MAKING CUSTOMER RELATIONSHIPS <ul><li>The long-term success of our business rests on our ability to make long-term customer relationships. </li></ul><ul><li>If we sacrifice relationships to personal interests, ego & Prestige, the business will be short-lived </li></ul>
  27. 27. WE ARE HONEST <ul><li>We don’t exaggerate things, don’t promise things which cannot be delivered just to close the conversation and get rid of angry customers </li></ul><ul><li>Everything in market these days are quick fix or a silver bullet. It suckers people into buying the product, and then the product doesn't deliver. We don’t follow them. </li></ul><ul><li>We think and believe that customer is ever going to make another purchase from that business? Not likely. Be honest and direct about what your products and services can deliver and we follow the same </li></ul><ul><li>For continuation of Business… </li></ul>
  28. 28. WE ADMIT WHEN WE MAKE A MISTAKE <ul><li>No one's perfect. We all make mistakes; it's part of learning. So when we do make a mistake, we don't try to cover it up or deny it </li></ul><ul><li>We just admit it and if necessary, do something to make the situation right. We know our customers will appreciate it and they'll be more likely to stay as customers for long. </li></ul>
  29. 29. <ul><li>Thanks for being with us here today… </li></ul><ul><li>Conclusion and Call for Questions </li></ul>