1. WELCOMEWELCOME

2. JUST FOR YOUR THOUGHTJUST FOR YOUR THOUGHT

HYUNDAIHYUNDAI
MOTORSMOTORS

MARUTHI UDYOGMARUTHI UDYOG
LTDLTD

TAJ HOTELSTAJ HOTELS

FIAT MOTORSFIAT MOTORS

NISSAN MOTORSNISSAN MOTORS

WOODLANDWOODLAND
HOTELSHOTELS

3. DIFFERENT WAYS OFDIFFERENT WAYS OF
SERVICINGSERVICING
THE CUSTOMERTHE CUSTOMER

4. ObjectiveObjective :: At the end of theAt the end of the
presentation, you shouldpresentation, you should
understand ,understand ,
1. What is customer service ?1. What is customer service ?
2. Why it is important?2. Why it is important?
3. How better we can do to our3. How better we can do to our
customers?customers?

5. Definition :Definition :
Customer service is a series ofCustomer service is a series of
activities designed to enhance theactivities designed to enhance the
level of customer satisfaction – that is,level of customer satisfaction – that is,
the feeling that a product or servicethe feeling that a product or service
has met the customer expectation."has met the customer expectation."

6. WHY.....WHY.....
 Out of the entire customers you lost:Out of the entire customers you lost:
 1% die1% die
 3%3% move awaymove away
 9%9% go away for cheaper pricesgo away for cheaper prices
 19% are chronic customers19% are chronic customers
 68% leave due to bad service68% leave due to bad service

7. WHY....WHY......
 RetensionRetension
 Repeat SalesRepeat Sales
 ReferencesReferences
 ReputationReputation
 RevenueRevenue

8. HOW DO YOU WANT TO SEEHOW DO YOU WANT TO SEE
YOUR CUSTOMERS ?YOUR CUSTOMERS ?

11. HOW .....HOW .....
 Customer Service isCustomer Service is
 80% Attitude80% Attitude
 &&
 20% Knowledge20% Knowledge

12. HOW.....HOW.....
 Caring & ListeningCaring & Listening
 Confident & FriendlyConfident & Friendly
 Positive & EnthusiasticPositive & Enthusiastic
 Valuable & Speedy suggestionsValuable & Speedy suggestions
 Regular Follow upRegular Follow up

13. HOW ....HOW ....
 Pitching the right product with right Price.Pitching the right product with right Price.
 Explain the benefits & advantages of theExplain the benefits & advantages of the
product.product.
 Good Product KnowledgeGood Product Knowledge
 Process KnowledgeProcess Knowledge

14. Summarize the Learnings today ?Summarize the Learnings today ?
Our Objective achieved ?Our Objective achieved ?

15. THANK YOUTHANK YOU