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TOTAL QUALITY SALES TEAM<br />
CHALLENGES FACING TODAY<br />
COMPETITION<br />
CUSTOMER  UPGRADATION<br />
CHOICES<br />
GETTING NEW CUSTOMERS           AND  RETAINING THE OLD<br />
I AM OKAY<br />YOU ARE NOT OKAY<br />
I AM NOT OKAY, YOU ARE OKAY<br />
IAM NOT OKAY,                              YOU ARE NOT OKAY<br />
I AM OKAYYOU ARE OKAY<br />
ATTITUDE<br />Me and My Life<br />Understand where you stand<br />Decide where to improve<br />
SALES MAN<br />SENSIBLE<br />ACTIVE<br />LOYAL<br />ENTHUSIASTIC<br />SINCERE<br />MATURED<br />ACCOUNTABLE<br />NEAT<br />
CUSTOMER  <br />THE FOCUS OF THE BUSINESS<br />
CUSTOMERS<br />CONSTANT<br />UPGRADATION OF<br />SYSTEMS AND<br />TECHNOLOGY TO<br />OFFER <br />MORE<br />EFFICIENT AND<b...
 CUSTOMER IS THE PROFIT<br />Customer is the most important factor in our business<br />He is not dependent on us<br />We ...
CUSTOMER FOCUS<br />
<ul><li>Customer focus:</li></ul>	Owning the voice of the customer and delivering what customers consider truly valuable.<...
customer focus<br />A local man selling ice cream and drinks to tourists on a beachis an expert on customer focus.He knows...
Resolve Customer Complaints<br />LISTEN<br />REMAIN CALM<br />ACKNOWLEDGE <br />ASK QUESTIONS<br />APOLOGISE<br />WHEN CUS...
CUSTOMER EXPECTATIONS<br />Quick Service<br />Better Service<br />Service with a SMILE<br />Listen to them<br />Good Behav...
SATISFACTION<br />MEETING EXPECTATIONS<br />CUSTOMER SATISFACTION<br />
CUSTOMER DELIGHT<br />
CUSTOMER DELIGHT<br />EXCEEDING EXPECTATIONS<br />
Lion or a deer<br />EVERY MORNING IN AFRICA, A DEER WAKES UP KNOWING IT MUST RUN FASTER THAN THE FASTEST LION OR BE KILLED...
“take the first <br />step in faith. You <br />do not have to <br />see the whole <br />staircase.<br />Just take <br />th...
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CUSTOMER SERVICE

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CUSTOMER THE KING
HOW TO DELIGHT YOUR CUSTOMERS
SELLING IS AN ART
HANDLE OBJECTIONS EFFECTIELY
BE A SUCCESFUL SALESMAN

Published in: Business, Technology

CUSTOMER SERVICE

  1. 1. TOTAL QUALITY SALES TEAM<br />
  2. 2. CHALLENGES FACING TODAY<br />
  3. 3. COMPETITION<br />
  4. 4. CUSTOMER UPGRADATION<br />
  5. 5. CHOICES<br />
  6. 6. GETTING NEW CUSTOMERS AND RETAINING THE OLD<br />
  7. 7.
  8. 8. I AM OKAY<br />YOU ARE NOT OKAY<br />
  9. 9. I AM NOT OKAY, YOU ARE OKAY<br />
  10. 10. IAM NOT OKAY, YOU ARE NOT OKAY<br />
  11. 11. I AM OKAYYOU ARE OKAY<br />
  12. 12.
  13. 13. ATTITUDE<br />Me and My Life<br />Understand where you stand<br />Decide where to improve<br />
  14. 14. SALES MAN<br />SENSIBLE<br />ACTIVE<br />LOYAL<br />ENTHUSIASTIC<br />SINCERE<br />MATURED<br />ACCOUNTABLE<br />NEAT<br />
  15. 15. CUSTOMER <br />THE FOCUS OF THE BUSINESS<br />
  16. 16. CUSTOMERS<br />CONSTANT<br />UPGRADATION OF<br />SYSTEMS AND<br />TECHNOLOGY TO<br />OFFER <br />MORE<br />EFFICIENT AND<br />RELIABLE <br />SERVICES<br />
  17. 17. CUSTOMER IS THE PROFIT<br />Customer is the most important factor in our business<br />He is not dependent on us<br />We are dependent on him<br />He is not an interruption to our work <br />He is the purpose of it<br />He is not an outsider on our business<br />He is part of it<br />We are not doing him a favor by serving him<br />He is doing a favor by giving us an opportunity to do so<br />
  18. 18. CUSTOMER FOCUS<br />
  19. 19. <ul><li>Customer focus:</li></ul> Owning the voice of the customer and delivering what customers consider truly valuable.<br />
  20. 20. customer focus<br />A local man selling ice cream and drinks to tourists on a beachis an expert on customer focus.He knows what you need, he createsan instant need among children, andhe is able charge premium price.<br />
  21. 21. Resolve Customer Complaints<br />LISTEN<br />REMAIN CALM<br />ACKNOWLEDGE <br />ASK QUESTIONS<br />APOLOGISE<br />WHEN CUSTOMER IS WRONG…..<br />DELIVER WHAT YOU PROMISED<br />THANK THE CUSTOMER<br />
  22. 22. CUSTOMER EXPECTATIONS<br />Quick Service<br />Better Service<br />Service with a SMILE<br />Listen to them<br />Good Behavior<br />Friendly Approach<br />Getting Attention to their need<br />Proper response<br />Information about schemes<br />Proper receipts<br />
  23. 23. SATISFACTION<br />MEETING EXPECTATIONS<br />CUSTOMER SATISFACTION<br />
  24. 24. CUSTOMER DELIGHT<br />
  25. 25. CUSTOMER DELIGHT<br />EXCEEDING EXPECTATIONS<br />
  26. 26.
  27. 27. Lion or a deer<br />EVERY MORNING IN AFRICA, A DEER WAKES UP KNOWING IT MUST RUN FASTER THAN THE FASTEST LION OR BE KILLED.<br />EVERY MORNING A LION AWAKENS KNOWING IT MUST OUTRUN THE SLOWEST DEER OR STARVE TO DEATH <br />IT DOES’NT MATTER WHETHER YOU ARE A LION OR A DEER,WHEN SUN COMES UP YOU BETTER BE RUNNING.PROVERB IN AFRICA. <br />
  28. 28. “take the first <br />step in faith. You <br />do not have to <br />see the whole <br />staircase.<br />Just take <br />the first <br />step.”<br />
  29. 29. THANK YOU<br />CHERIAN VARGHES<br />TRAINER JCI <br />INDIA<br />94471 32132<br />jccherian@gmail.com<br />www.cherianvarghese.org<br />
  30. 30. CHERIAN VARGHESE<br />TRAINER JCI<br />94471 32132<br />jccherian@gmail.com<br />

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