Customers make brands...its important for every organization to retain your existing customers and provide them best in class Customer Service.

2. CUSTOMER SERVICE

3. CHALLENGES - MARKET
TODAY
COMPETITION
NEW ENTRANTS
MORE OPTIONS
MARGINS ARE FALLING
HIGH QUALITY STANDARDS
KNOWLEDGEABLE CUSTOMERS

4. INTERACTING WITH PERSON ON
CALL
DIFFERENT PEOPLE EVERY
MINUTE
DIFFERENT CULTURAL
BACKGROUND
HIGH EXPECTATIONS
TARGETS
HANDLING COMPLAINTS
CHALLENGES – WE FACE
TODAY

5. CUSTOMER?

7. “People may not remember exactly what you did or what
you said, but they will always remember how you made
them feel.”
GOLDEN TIP?

8. CUSTOMER NEEDS?

9. CUSTOMER NEEDS?
Respected
Understood
Recognized
Remembered
Valued
Appreciated
Feel Comfortable about their need

10. WHY DO CUSTOMER LEAVE?
Customer die - 1%
Customer change on Recommendation - 5%
Customer move away - 7%
Customer can buy cheaper - 9%
Customer are chronic complainers - 10%
Customer are dissatisfied - 68%

11. IT’s EVERYBODY’s
RESBONSIBILITY

12. CUSTOMER SERVICE

13. CUSTOMER SERVICE

14. CUSTOMER SERVICE

16. BAD CUSTOMER SERVICE

17. BAD CUSTOMER SERVICE

18. BAD CUSTOMER SERVICE

19. GOOD CUSTOMER SERVICE

20. UPSET CUSTOMER

21. WHAT MAKES CUSTOMERS
UPSET?
EXPECTATIONS NOT
MET
BROKEN PROMISES
FEAR OF LOSING
MONEY/TIME
NO TRANSPARENCY
SUSPICIOUS
INTERROGATION
RUDENESS
I DON’T CARE
NOT OFFERING
SOLUTION
REPRESEN
TATIVE

22. GOOD CUSTOMER SERVICE

23. DEALING WITH UPSET
CUSTOMER

24. D-E-F-U-S-E TECHNIQUE
D = Don’t lose your COOL
Don’t take things PERSONALLY
Don’t forget issues, TAKE NOTES
Don’t take the customer for GRANTED
Don’t make ASSUMPTIONS

25. D-E-F-U-S-E TECHNIQUE
E = Encourage Venting
Don’t INTERRUPT
LISTEN carefully
Positive VERBAL NODES

26. D-E-F-U-S-E TECHNIQUE
F = Focus on Feelings
Use EMPATHY
APOLOGIZE on behalf of the Company
Offer HELP

27. D-E-F-U-S-E TECHNIQUE
U = Uncover the Facts
PROBING – ask questions
Fill in the information GAPS

28. D-E-F-U-S-E TECHNIQUE
S = Suggest a Solution
Don’t make EXCUSES for the problem
Don’t keep repeating policy/guidelines
Keep customer INVOLVED
Let customer know you INTENT to HELP

29. D-E-F-U-S-E TECHNIQUE
E = End Positively by checking
Make sure that the customer understands the plan
Thank the customer
Use closing script

30. DONT ARGUE

31. AVOID BEING AN EXPERT

32. APOLIGISE & EMPATHIZE

33. WATCH YOUR WORDS

34. PROVIDE A SOLUTION

35. DON’T TAKE IT PERSONAL