C1 Customer service


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  • Break the group into teams
  • C1 Customer service

    1. 1. Customer Delight
    2. 2.  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
    3. 3. Share an experience of Good Customer Service
    4. 4. Share an experience of Bad Customer Service
    5. 5. • 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.
    6. 6. • 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.
    7. 7.  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 customer Hence, You must be your customers’ best choice!
    8. 8. • 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.
    9. 9. 9% 9% 13% 69% Others Product Dissatisfaction Better Prices Elsewhere Poor Service
    10. 10.  Accuracy  Friendliness  Timeliness  Efficiency  Courtesy  Honesty
    11. 11.  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
    12. 12.  G – Greet the customer  U – Understand customer needs  E – Explain features and benefits  S – Suggest additional items  T – Thank the customer
    13. 13. Good, Bad, & Excellent Service
    14. 14. Good service is when the customer gets treatment that meets his/her expectations. Customer Expectation What Customer receives
    15. 15. Bad Service is when customer gets treatment which is less than his/her expectations Customer Expectation What Customer receives
    16. 16. When the customer gets a little more than what he/she expected, Good Service becomes Excellent Service Customer Expectation What Customer receives +
    17. 17.  Internal Customers  External Customers
    18. 18. An individual or a group of people you may Interact / serve within the organization Eg: IT, Cafeteria, Logistics, HR, Facilities, Housekeeping
    19. 19. Someone who comes to your organization for products or services – the end customer These customers depend on the timelines, quality, and accuracy of your organization’s work.
    20. 20. Any point in interaction during which the Customer has an opportunity to form an Impression (negative or positive) about the Company through its services
    21. 21.  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
    22. 22. Good Service – Satisfied CustomersHigher Sales High Revenue/ More profits Higher Incentives/Bonus to Employees Service-oriented employees
    23. 23.  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
    24. 24.  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
    25. 25.  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
    26. 26. 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 or else they may not be happy
    27. 27. The customer who wants more than you can offer. They are not easily satisfied. How to Handle?  Be firm yet polite  Be professional  Avoid being too docile but not rude
    28. 28. The Customer who listens to you. Is quite meek and extra polite. Will sound apologetic when complain. How to handle?  Listen carefully what they have to say  Sound professional and don’t brush them aside  Gain their confidence
    29. 29. BUT
    30. 30.  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
    31. 31.  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