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1. CUSTOMER SERVICE MODULE
1Indiafamilymart.com

2. STORYOF
KANTA

3. STORYOF
KANTA
Kanta – A middle aged woman used to buy groceries from shop called
“Corner Store” - every month. She would give the shopkeeper the
items list, he would give her the ration and she would go home. The
shopkeeper was so involved with his work that he didn’t even talk to
Kanta when she visited his shop. She has been buying from his store
for the last 23 years!
However, one day the shop was not open and hence she decided to
buy ration from another shop – “Welcome Stores”. When she entered
the shop, the shopkeeper greeted her with a smile, and she handed
over the list to him.

4. STORYOF
KANTA
The shopkeeper gave her the groceries and told her
that he did not have the dal that she had
mentioned in the list. Kanta told him that it wasn’t a
problem, and she will collect the same tomorrow
and decided to leave, however the shopkeeper told
her that the dal would be available by evening and
once he closes the shop, he shall deliver the dal to
her house. She doesn’t have to come again
tomorrow. The woman was very happy with the
gesture and thanked the man. She also starting
buying groceries from the “Welcome Stores”
instead of the “Corner Store” .

5. Who is the customer in
the story?
Who is the service
provider ?
What is the difference
in approach of the
“Corner Store”
shopkeeper and the
“Welcome Stores”
shopkeeper
Although Kanta was
buying ration from the
same shop for 23 years
what made her buy
groceries from the new
What did you learn
from this story?

6. 70%
13%
14%
3%
Reasons why customers stop visiting a particular store
Attitude of the employees Competition Product Dissatisfaction No Reason
NEILSON MARKETING

7. Who is a customer?
Difference between a customer and a consumer
What is customer service
Why is customer service important
Difference between good and bad customer service
How to deliver good customer service
Types of customers

8. Who isa
Customer

9.  “A customer is the most
important visitor on our
premises. He is not dependent
on us. We are dependent on him.
He is not an interruption in our
work. He is the purpose of it.”
Mahatma Gandhi

10. Difference between
acustomer and a
consumer
CUSTOMER
One who buys the product is a customer
A customer can also be a consumer
A mother buys Dresses for the entire family hence she is the
customer.
CONSUMER
 One who finally uses the product is a consumer
 A consumer might not necessarily be a customer
 The entire family Usage the Dresses hence they are consumers.
The mother is also the consumer.

11. Whatis
Customer
Service
SERVICE TO THE CUSTOMER BEFORE ,
DURING AND AFTER BUYING A
PRODUCT OR SERVICES. of service to customers
before, during and after buying a product or service.
SEER

12. Basicneedsof a
customer
To get his/her
concerns
addressed
To be understood
correctly
To be
remembered
To be respected
To feel valued

13. WhatisGood
Customer
Service?
Good Customer service is:
 When a customer is satisfied with
the services
 When the customer is treated well
 When his/her complaints are
addressed

14. RulesOfGood
Customer
Service
 Smile and Greet
 Active Listening
 Positive Attitude
 Apologize when necessary

15. RulesOfGood
Customer
Service
 Clear Communication
 Patience
 Honesty
 Make the customer feel
important

16. BadCustomer
serviceis:
When a customer is NOT
satisfied with the services.
When the customer is NOT
treated well
When his/her complaints are
NOT addressed

17. Whatresultsin
BadCustomer
Service?
 Saying No
 Saying I will try
 Saying I don’t know
 Saying That’s not my job
 Saying That’s not my department

18. Whatresultsin
BadCustomer
Service
 Saying You’re right – that’s bad
 Saying I am busy
 Saying Call me back
 Saying That’s not my fault
 Saying You can talk to my supervisor

19. Whyisgood
customer service
important
 It is because it gets the business,
necessary to keep the company running.
 It is because it helps the company to do
well and the employees to get their
salaries.
 It is because it helps winning the trust
of a new customer while retaining the
trust of the existing customer.
If we don't take care of our customers someone else
will......

20. Remember A Happy
customer will
share his
experience
with 2-3 people

21. Remember
An Unhappy customer
will share his experience
with 9-10 people

22. Did you
know?
For every customer who complains there are
26 other unhappy customers who have
remained silent however will never come back
The cost is more to get a new customer is 4
times more than to retain an existing one

23. DidYouKnow?
According to a survey
customers said that 50% of
customer service associates
did not help them or did not
have answer to their
questions

24. Howtodeliver
goodcustomer
service?
 Listen well to the customer
 Listen to the customer carefully and
understand his problem before providing a
solution
 Empathize
 Empathy means to build a rapport with the
customer so that the customer gets
comfortable with you

25. Howtodeliver
goodcustomer
service?
 Always Smile
 A smile can be heard on the other side of the phone
as well so keep a smiling face when greeting and
helping the customer.
 Gather maximum information
 Gather maximum amount of information the first
time itself so that you can resolve the problem in a
better manner

26. welcome
 WELCOME THE CUSTOMER BY
GOOD MORNING, GOOD
AFTERNOON, GOOD EVENING OR
SIMPLY NAMASKAR OR NAMASTE
IMPORTANT PHRASES TO REMEMBER

27. INQUIRY
 After welcoming the customer, please ask
the customer that in which category
he/she wants to make purchase.
 Then guide the customer to concern
category.

28. Need
Assessment
 Once customer reaches the concern section, TM
after greeting the customer, start asking is
their any specific requirement, to understand
customer requirement Listen carefully.
 After clarity show relevant products to the
customer

29. Selling
 Start showing the desired products in
various color and design available
with us in that price range.
 Give USP of the product while show
casing.
 Try for upselling by showing some
higher range product with their USP
which scores over current price range.
 Please explain all promotions and
discount running at store.

30. Expansionor
Crossselling
 Once his/her buying completed, go for
cross selling
 Cross selling can be in same
subcategory, category or with another
category or subcategory.
 Cross selling can be for same
consumer or for family members.
 Please explain all discount and
promotion running at store to each
customer.

31. Loyalty
 After a customer complete his/her buying from
store, please guide him/her to cash counter.
 At cash counter cashier will add at least one
impulse item
 Cashier will inform about the Loyalty
program to the customer.

32. Keep
 After billing thanks customer
for buying at
1Indiafamilymart.
 Ask customer to visit again.

33. Customer Service
isapplicable
everywhere
 Customer service is an important part of our
daily life.
 It is needed on the telephone
 It is needed when we reply to emails
 It is needed the most in our face-to-face
interactions with customers
 It is needed when we talk to our colleagues

34. DifferentApproach
Towards
DifferentCustomers
Customers who
talk less
Customers who
talk more
Customers who
are in a hurry
for resolution
Customers who
are angry

35. How todeal
withcustomers
whotalkless
 Ask open ended questions
 Make the customer talk more so that
you can gather maximum information
 Make the customer comfortable so that
he talks more

36. How todeal
withcustomers
whotalkmore
 Ask close ended questions
 Make the customer talk less and hence
gather maximum information in the first
go
 Be assertive with the customer

37. Howtodeal with
customerswho
areinahurry
 Ask close ended questions
 Gather all the information in the first
instance
 Offer the customer to come at a different
time when you have fixed the issue or offer a
callback at a time suitable to him (if it can
be resolved over the phone

38. TheBiggestChallengeIs
HandlingTheAngry
Customer

39. Stepstohandle
anangry
customer:
 Stay calm
 Do not take things personally
 He/she is upset with the product/service and NOT YOU
 Apologize more often
 Listen very carefully
 Do not make the customer repeat

40. Stepstohandle
anangry
customer:
 Take handy notes
 Stay committed and focused on the
customer
 Be genuine
 Give suggestions to solve the problem
 End on a positive note

41. Do's&Don'ts
OfCustomer
Service
DO’S DON’TS
Smile Always Behave in an
unprofessional manner
Meet and greet the
customer
Use negative
statements
Always dress properly Wear improper clothes
to work

42. Do's&Don'ts
OfCustomer
Service
DO’S DON’TS
Listen actively Keep the customer
waiting
Gather maximum
information to help the
customer
Gather incomplete
information from the
customer
Always offer solutions Blame someone else
for the problem

43.  “A customer is the most
important visitor on our
premises. He is not
dependent on us. We are
dependent on him. He is not
an interruption in our work.
He is the purpose of it.”
Mahatma Gandhi
REMEMBER

44. ThankYou
 I am sure this will help you to do better
 For any doubt and clarification write to
training@1indiafamilymart.com or call me at
7764098996.