Effective Customers Relations


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A presentation on how to effectively manage customers."Effective customer relations portrays a good image of an office, establishment, or business concern".
Albert Ohiokhie

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Effective Customers Relations

  1. 1. EFFECTIVE CUSTOMERS RELATIONS By: Albert Ohiokhie (HR Learning Session)
  2. 2. Course Objectives <ul><li>To analyse who a customer is. </li></ul><ul><li>The customer in the IITA concept. </li></ul><ul><li>Why customer relations is important. </li></ul><ul><li>Planning a caring approach. </li></ul><ul><li>Who is a difficult customer. </li></ul><ul><li>Handling difficult customers. </li></ul><ul><li>Is the customer always right. </li></ul>
  3. 3. WHO IS A CUSTOMER <ul><li>There are many definitions of who a customer </li></ul><ul><li>is and is not: here are some:- </li></ul><ul><li>Is the most important person in your office either in person or by mail. </li></ul><ul><li>2. A customer is not an interruption of the work process, he is the purpose of it </li></ul><ul><li>3. A customer is not dependent on us, we are dependent on him/her. </li></ul><ul><li>4. The customer is somebody who brings us his wants – it is our job to handle them satisfactorily. </li></ul><ul><li>5. A customer is not some one to argue with. He will always claim the right of way </li></ul>
  4. 4. The customer in the IITA - HR concept <ul><li>These are the IITA staff and non staff that come to our offices for one service or the other . </li></ul>
  5. 5. Why is effective customer relations important <ul><li>1. Effective customer relations portrays a good image of an office, establishment, or business concern </li></ul><ul><li>2. to a business concern, it makes the customer have a feeling of satisfaction and the craving to want to call again. </li></ul>
  6. 6. Planning a caring approach. <ul><li>These are in three ways: </li></ul><ul><li>1. Personal Customer care – (Face 2 face) </li></ul><ul><li>2. Phone customer care. </li></ul><ul><li>3. Electronic customer care. </li></ul>
  7. 7. Planning a caring approach (cont.) <ul><li>Face to Face: </li></ul><ul><li>1. Ask the customer with a smile, politely what he requires of your office. </li></ul><ul><li>2. Take time to hear the customer’s request all out before proceeding to taking actions. </li></ul><ul><li>3. Where you cannot meet the customer’s demands say so politely with a smile and reason </li></ul>
  8. 8. Planning a caring approach (cont) <ul><li>4. Avoid negative body language as much as possible </li></ul><ul><li>5. maintain good poise even when you are not comfortable. </li></ul><ul><li>6. Speak distinctly and communicate effectively. </li></ul>
  9. 9. Caring on the phone <ul><li>1. Answer the phone politely with a smile. The smile on your face reflects in your tone. </li></ul><ul><li>2. Introduce your unit on the phone, the caller could have made a wrong call e.g. this is the Personnel Unit, can I please help you?. </li></ul><ul><li>3. Be distinct and have the right choice of words </li></ul><ul><li>4. Be patient on the phone, do not be in a hurry, hear the person on the other end out. </li></ul><ul><li>5. Do not cut the phone with your hand but with the receiver, in so doing you will be able to hear if he has hung up or not. </li></ul>
  10. 10. Customer care – the Electronic way. <ul><li>Take time (promptly) to answer to request that come by e-mail. </li></ul><ul><li>Be explicit in your explanations using the right words. </li></ul><ul><li>Use the appropriate titles e.g. Dr, Mr., etc </li></ul><ul><li>Close your mails with the appropriate closing remarks e. g. thank you, kind regards etc. </li></ul>
  11. 11. Difficult customers – <ul><li>Refuse to accept and follow procedures. </li></ul><ul><li>Lacks understanding of HR and IITA policies. </li></ul><ul><li>Are impatient. </li></ul><ul><li>Want to over take others who are on the queue. </li></ul>
  12. 12. Handling Difficult customers <ul><li>Enlighten, using various forms to inform customer of our activities, processes and procedures. </li></ul><ul><li>Be firm but polite </li></ul><ul><li>Act professionally. </li></ul><ul><li>Be efficient. </li></ul>
  13. 13. A question for all – Is the customer always right ? <ul><li>No – but when he/she insists that he/she is right, please remain calm and refer such to higher authorities. </li></ul>
  14. 14. <ul><li>THANK YOU </li></ul>