This document discusses customer care and service. It defines internal and external customers, their key differences and importance. Internal customers are co-workers and collaborators, while external customers pay bills and can choose alternatives. Both are important. The document also discusses customers' expectations of service, why customers quit businesses, how to delight customers through priorities, respect and exceeding expectations, and building lifelong loyalty through quality service and care.

1. Customer Care Eye Sight
Introduction
• Customers areyour greatest assets.
• 23% of customers who had a positive serviceinteraction told 10 or more
people aboutit.
• 48% of customers who had a negative experience told 10 or more others
Who is a customer?
In a simple term a customer is a person or anyoneto whomyou providea product
or service.
There are two types of customers:
• Internalcustomer: Anyone you count on or rely on to complete a task or
function or to provideyou with information
And anyonewho counts on you to complete a task or function to provide
them with information so that they can get their job done
• External customer: A customer is the recipient of a good, service, product
or idea obtained from a seller, vendor for a consideration.
• A customer is not an outsider to our business.
• He is a definite part of it. A customer is not an interruption of our work. He
is the purposeof it.
Characteristics of internal customers
• Co-workers
• Collaborators in servicedelivery
– Suppliers, Internetserviceproviders, Telecoms etc.

2. • No payment for services
• Can comment on quality of servicerendered
Characteristics of external customers
• They pay the bills. The income for an organization comes fromcustomers.
• They can make choices- they can accept your serviceor go somewhereelse.
• They have expectations.
• They are not exclusive- they are accessibleto competition
• They sharetheir experiences
• Enter into legal contract binding transactions
Internal vs External customers
THEY ARE BOTH IMPORTANT!!
• External customer pays the bills.
• Internalcustomers arepartners in rendering service
• They are both your bosses.
What is service?
Basic nature of SERVICE remains the samealthough its
Definition has changed radically today.
Service is a type of economic activity that
Is intangible, it is not storedand does
Not result inownership.
A serviceis consumedat the point of sale.

3. The customers’ expectations fromservicemore or less define what service
should be.
Customers’ expectation of service
What is customer service?
• Customer service is an attitude to deliver an expected service
level to customers irrespective of who they are or what they are
known for.
• Customer service is also about looking after the customer i.e.
‘good customer care’ and
Not just using gimmicks to entice them.

4. Why Customers quit doing business with a
company?
1% die
3% move away
5% develop other friendships
9% leave for competitive reasons
14% aredissatisfied with product/service
68percent% quit becauseof an attitude of indifference
Toward them by the owner, manager or some employees.
How to Delight your Customers
• Make your customer’s needs your No.1 priority
• Respect customers. They are always right.
• Under promise; Over deliver
• Exceed their expectations
• Build products and create services that your customers need and desire
• Make it easy for your customers
• Be timely,etc
Building life-long partners
• Loss of a customer is a gift to your competitor and income loss to your
company.

5. • Building life-long relationships
• Building Customer Loyalty.
• Customer Loyalty and increased marketshare
Market globalisation
The WORLD isa GLOBAL VILLAGE
Let usend ithere we continue fromotheronce untouched later.