Objectives Understand the importance of Customer & Customer Service Identify Internal & External customers Understand Moment of Truth & Service-Profit Chain Understand & create Customer Delight Practice complaint handling skills Tips to practice & demonstrate good customer service
YOU as a customer…Share an experience of Good Customer Service
YOU as a customer…Share an experience of Bad Customer Service
Who are Customers?• The most important person in any business.• Is not dependent on us. We are dependent on them.• Is not an interruption of our work, but the purpose of it.• Is part of our business – not an outsider.• Does us a favor when they come in. We aren’t doing them a favor by serving them.
Who are Customers?• A customer is not just money in the cash register. They are human beings with feelings and deserve to be treated with respect.• Is a person who comes to us with their needs and wants. It is our job to fill them.• Deserves the most courteous attention we can give them. They are the lifeblood of every business.
Facts about Customers The Customer is the business’ biggest asset The Customer pays all our salaries wages and bonuses The customer will go where he/she receives the best attention There is no profit, no growth, no jobs without the customerHence, You must be your customers’ best choice!
Facts about Customers• A typical dissatisfied customer will tell 8-10 people about their problem.• 7 out of 10 complaining customers will do business with you again if you resolve the complaint in their favor.• If you resolve a complaint on the spot, 95% will do business again.
What qualities are important to our customers? Accuracy Friendliness Timeliness Efficiency Courtesy Honesty
Customer Service Any or all interactions which the customer has with your organization while conducting business It is the ability to provide a service or product in the way it has been promised It is also about treating customers with respect, individuality, and personal attention
Customer Service - GUEST G – Greet the customer U – Understand customer needs E – Explain features and benefits S – Suggest additional items T – Thank the customer
Good Customer Service Good service is when the customer getstreatment that meets his/her expectations. Customer What CustomerExpectation receives
Bad Customer ServiceBad Service is when customer gets treatment which is less than his/her expectations Customer What CustomerExpectation receives
Excellent Customer Service When the customer gets a little more than whathe/she expected, Good Service becomes Excellent Service + Customer What Customer Expectation receives
Types of Customers Internal Customers External Customers
Internal CustomerAn individual or a group of people you mayInteract / serve within the organization Eg: IT, Cafeteria, Logistics, HR, Facilities, Housekeeping
External CustomerSomeone who comes to your organizationfor products or services – the end customerThese customers depend on the timelines,quality, and accuracy of your organization’swork.
Moment of Truth Any point in interaction during which the Customer has an opportunity to form anImpression (negative or positive) about the Company through its services
Moment of Truth When a moment of Truth for a customer has been a negative experience, it becomes a Moment of Misery On the other hand, when the interaction has been extremely positive, it becomes a Moment of Magic for the customer
The Service-Profit Chain Higher Incentives/Bonus to Employees High Revenue/ More profits Service-oriented employees Good Service – Satisfied Higher Sales Customers
Customer Delight Exceeding customers’ expectation is delighting customers The customer reacts with a “wow” in return for the product/service Every interaction with the customer has an opportunity to create delight The challenge is to consistently maintain the delight factor
Complaint Handling Appreciate/Thank the customer for sharing the complaint Apologize for the error / mistake / inconvenience Listen actively and nod from time to time showing interest Show Empathy – Put yourself in the customer’s place
Complaint Handling Resolve, if it is within your control. If not, bring it to the notice of your supervisors If not solved immediately, take down the customer’s details (name, telephone number, address) to contact with the solution Do follow up till the customer is satisfied REMEMBER: Don’t take customers’ complaints personally
Angry Customer A slight mistake has made this customer Mad. How to handle? Let the customer finish talking. Don’t interrupt. Use the pressure cooker method Be firm and polite else they may not be happy
Demanding CustomerThe customer who wants more than youcan offer. They are not easily satisfied.How to Handle? Be firm yet polite Be professional Avoid being too docile but not rude
Passive CustomerThe Customer who listens to you. Is quitemeek and extra polite. Will sound apologeticwhen complain.How to handle? Listen carefully what they have to say Sound professional and don’t brush them aside Gain their confidence
Tips for Good Customer Service Smile Make yourself presentable/well groomed Greet each customer as he/she enters your service area Smile Make any eye contact when speaking to customers Be a good listener and show interest in what the customer is saying Don’t chat with other staff when customers are around Smile
Tips for Good Customer Service Identify & anticipate needs – Customers don’t just buy products/service; they buy good feelings & solutions Make customers feel important & appreciated Avoid rushing or doing too many things at once Smile Apologize when something goes wrong Service a little more than they expect Use positive verbal & body language Smile