Advertisement
Advertisement

More Related Content

Advertisement
Advertisement

Customer care :customer service

  1. CUSTOMER SERVICE AS CUSTOMER’S EXPECTATION. Presented By: Ziauddin Sawlet Ghani SEVP & Head of IRMD
  2. CUSTOMER LIFE CYCLE CUSTOM ER LIFE CYCLE 1 4 3 5 2 RETAIN DEVELOP ACQUIRE INSPIRE REACH
  3. • Quality customer service is the key to customer service success. Higher the quality greater the customer satisfaction. • Know your customers, remember their Name, Date of Birth, Marriage day etc. and inquiry about their wellbeing gives the impression that your care. • Maintain good relationship with customers. If you want them come back. • Greet every customer who walks through the door. It leaves the impression that you are aware of their presence. • Find ways to take feedback from the customers to find out what is important for them.
  4. What customer expects from a Banker? When He/She enter into a Branch premises • Warm reception. • Customer Friendly Behavior. • Proper attention to His/Her issues. • Listen customers Query/problem with patience. • Accurate information
  5. • Philip Kotler, Author of Marketing Management Said, That loyal customers are satisfied customer and the said satisfied customers are, 1) Will come again and again 2) Talk favorably about your bank which means free advertisement.
  6. Customer Service Philosophy: A. Always remember never underestimate customer on the basis of dress or small amount transaction. Customers don’t care about corporate clients or loads of customers or shortage of man power. B. Don’t wait until there’s a complaint to follow up with your customers. Generally only a handful of clients will come to you with an issue while other keep their dissatisfaction to themselves.
  7. Customer Service Philosophy: C. Don’t forget some customers are very Touchy/ highly sensitive nature will just switch elsewhere without spending time or complaining. Try your level best to check in with all of your customers regularly to ensure the customers stay happy and you are able to improve the service you provide to those that aren’t. Don’t try to treat every customer equally rather be logical. D. It is far cheaper to keep a customer than gain a new one. Acquisition and customer retention can contribute to long term service success and bank’s growth.
  8. Customer Service Philosophy: E. Every Bank in the country does everything to obtain new customers, but when it comes to retaining them with contention many of the Bank’s/Branches Fail. Ignoring the existing clients is simply suicidal for a Bank/Branch.
  9. 7 customer service principles that can change our business: 1. Support customers as a team. 2. Listen to customers (and share their ideas). 3. Be a real person (not a robot). 4. Be honest about what you don’t know. 5. Be empathetic. 6. Know your product. 7. Remember every second counts.
  10. 15 Customer Service Skills that Every Employee Needs: There are certain customer service skills that every employee must master if they are forward-facing with customers. 1. Patience 2. Attentiveness 3. Clear Communication Skills 4. Knowledge of the Product 5. Ability to Use "Positive Language" 6. Acting Skills 7. Time Management Skills 8. Ability to "Read" Customers 9. A Calming Presence “Staying cool under pressure’’ 10. Goal Oriented Focus 9. A Calming Presence “Staying cool under pressure’’ 10. Goal Oriented Focus 11. Ability to Handle Surprises 12. Persuasion Skills 13. Tenacity 14. Closing Ability 15. Willingness to Learn
  11. -THE END- • Any Question ?
Advertisement