www.gajananshirke.com

1. Why are You Here?
Gajanan Shirke-MIH
03/09/15 Gajanan Shirke-MIH , Author

2. What we will be covering?
Effective Customer Interaction
Selling Skills
Delighting Customers
03/09/15 Gajanan Shirke-MIH , Author

3. Effective
Customer Interaction
03/09/15 Gajanan Shirke-MIH , Author

4. An Activity
The Greatest Sales
Stories Ever Told
03/09/15 Gajanan Shirke-MIH , Author

5. Contents
 Receiving a Customer
 Customer Interaction – The 4 Step Process
(Identify customers individually, Differentiate
customers, Interact with customers, Customize
for customers)
 Personal appearance
 How to Communicate with the customers
 Verbal / Non-verbal
 Understanding Customers – Questioning &
Listening
 Handling Customers – Types of Customers
 Working with more than one Customer
 Dealing with queries03/09/15 Gajanan Shirke-MIH , Author

6. 03/09/15 Gajanan Shirke-MIH , Author

7. Receiving our Customers –
Greeting
03/09/15 Gajanan Shirke-MIH , Author

8. First Impressions
 You are the First point of contact with the
Customers
 You are the Hotel’s image
 Customers observe your personal grooming and
grooming of your Store
 Organize yourself– every time a Customer
leaves your premises
 Clean the public area– every time
Receiving Customers
03/09/15 Gajanan Shirke-MIH , Author

9. Why should we Greet our Customer?
Acknowledge their Visit to our Hotel
Greeting makes our Customers to feel:
 Welcoming
 Comfortable in the Hotel
 Positive about our Hotel
 Signal of Friendly environment
Receiving Our Customers
03/09/15 Gajanan Shirke-MIH , Author

10. Role of CSA in Greeting
1st
Step of receiving a Customer is to Greet them.
Your Role as Hotel representative
 Greet
 Thank
 See off (farewell) our Customers
Important: And this every time the employees
encounters a Customer
Receiving Our Customers
03/09/15 Gajanan Shirke-MIH , Author

11. Where do you use greetings?
 First point of contact
 Entrance
 Corridors
 F&B outlets
Receiving Our Customers
03/09/15 Gajanan Shirke-MIH , Author

12. Types of Greeting
Good morning/
afternoon/
evening
Namaste (with
folded hands)
Namsate “Thank you
,please come again”
“Thank you for
Dining/Staying
with us”
Receiving Our Customers
03/09/15 Gajanan Shirke-MIH , Author

13. Essentials of a Greeting?
 Be genuine
 Smile from the heart, do not laugh
 Friendly gestures
 Smile, stand straight, make an eye contact
 Acknowledgement of customer
 Nod your head while Greeting
Receiving Our Customers
03/09/15 Gajanan Shirke-MIH , Author

14. Process of Greeting A Customer
Receiving Our Customers
03/09/15 Gajanan Shirke-MIH , Author

15. Approach the customer
 Make an eye contact with the customer
 Do not wait until the customer comes to you
 Do not invade personal body space
 Show that you care
Customer
Enters Hotel
Approach
(Eye Contact)
03/09/15 Gajanan Shirke-MIH , Author

16. Smile at the customer
 Try to put a natural smile
 Smile has to be genuine
Customer
Enters Hotel
Approach
(Eye Contact)
Smile
03/09/15 Gajanan Shirke-MIH , Author

17. Acknowledge the customer to ensure
the customer is aware of you
 Use a gesture
 Nod your head
 Shake your head slightly
 Bend your neck
Customer
Enters Hotel
Approach
(Eye Contact)
Smile Acknowledge
03/09/15 Gajanan Shirke-MIH , Author

18. Verbally greet the customer
 Namaste (pause) or Namaskar or Good
Morning/Afternoon/Evening
 Use a warm and friendly voice – be careful of
the tone of your voice
Customer
Enters Store
Approach
(Eye Contact)
Smile Acknowledge Greet
This should take within 0-5 Sec of Customer entry03/09/15
Gajanan Shirke-MIH , Author

19. Engaging with
Customers
03/09/15 Gajanan Shirke-MIH , Author

20. Engaging – The 4 Step Process
 Hoshiyar - Alert and Attentive on the floor.
 Acknowledge their presence.
 Approach at the right time.
 Assist if needed
Interaction with Customers
03/09/15 Gajanan Shirke-MIH , Author

21. Hoshiyar - Alert and Attentive
Where ….
 Hotel Entrance – by Security Guard
 At Front Desk - FO Team
 F&B Outlet- F&B team
 Corridors - HK Team
 Back Areas : Back of the house team
 During the Exit - by Security Guard
Interaction with Customers
03/09/15 Gajanan Shirke-MIH , Author

22. Acknowledging the Customer
 Level 1. More than 10ft - When they are far
away
 we should smile and nod our head
 Level 2. Less than 10 ft - Near us
 should smile, nod our head and Greet our Customers
 Level 3. Around 3 ft - Very close to us
 take a step back, smile, nod head, Greet them and
start engaging with Customers
Interaction with Customers
03/09/15 Gajanan Shirke-MIH , Author

23. Approach at the Right time
 Calls you.
 Signals you.
 Looks Confused
 Has 2-3 things in hand.
 Is searching for a help.
 Looking for signs.
Interaction with Customers
03/09/15 Gajanan Shirke-MIH , Author

24. While we are Assisting:
 ….SMILE
 ….Maintain an eye contact.
 ….Stand Straight. Use hands while explaining
 ….Keep a distance from our customers- Don’t
get too close
 ….Offer assistance
 ….Listen to our customers
 ….Offer solution
 ….Escort them
Interaction with Customers
03/09/15 Gajanan Shirke-MIH , Author

25. Opening Lines
 Must be Context based – background of our
Customers
 must have nothing to do with business
 must to encourage conversation
 must be creative, unique, and/or special enough
to start a conversation
Receiving Customers Question03/09/15 Gajanan Shirke-MIH , Author

26. If they come with children
 Every parent loves to talk about their Children
 Comment on how cute the kids are
 Find out how old are they
 Comment on how well the child speak
 Be careful not to guess baby’s gender (male /
female)
Receiving Customers
03/09/15 Gajanan Shirke-MIH , Author

27. Working with More Than One
Customer
 Working with Customer A and Customer B
 Seek Verbal approval from Customer A
 Again seek Verbal approval from Customer B
 Works because: you are courteous and asking
favour
 In most cases you will be successful
Receiving Customers
03/09/15 Gajanan Shirke-MIH , Author

28. Thank them for their visit
 Ask them to visit again with Smile and nodding
your head slightly
 Help them
 You can also take feedback here
Interaction with Customers
03/09/15 Gajanan Shirke-MIH , Author

29. Role Play
Customer Interaction
03/09/15 Gajanan Shirke-MIH , Author

30. Personal Appearance -
Grooming
03/09/15 Gajanan Shirke-MIH , Author

31. Personal Hygiene
 Brushing teeth, regular bath, and mouth free
from odor, neatly trimmed nails
 Hair must be short and trim and properly
groomed
 Beards sideburns and mustaches must be clean
and neatly groomed
 No fancy hair colors
Grooming
03/09/15 Gajanan Shirke-MIH , Author

32. Dress Code
 Hotel uniform is must
 Uniform should be Clean & ironed.
 Proper display of ID- Cards (if any)
 Clean service utentials every day.
 Shoe - clean and polished
 Simple belts
 Black shoes & socks
Grooming
03/09/15 Gajanan Shirke-MIH , Author

33. Communication with the
Customers
03/09/15 Gajanan Shirke-MIH , Author

34. Why Communication is important ?
 To understand customer’s:
 Needs
 Wants
 Expectations
Communication
03/09/15 Gajanan Shirke-MIH , Author

35. Communication
 7% - Words
 38% - Tone & Pitch
 55% - Body Language
Communication
03/09/15 Gajanan Shirke-MIH , Author

36. What is important in communication
with the customer?
 Non-Verbal
 Body language
 Verbal
 Words, volume, pitch and tempo
Communication
03/09/15 Gajanan Shirke-MIH , Author

37. Understanding the
Customers
Communication
03/09/15 Gajanan Shirke-MIH , Author

38. Two ways we can understand
Customers
 Questioning
 Listening
Communication
03/09/15 Gajanan Shirke-MIH , Author

39. Questioning – Why should we ask
Questions?
 Inviting them to talk
 Get basic knowledge about the Customers
 Voice of Customer (pain / need areas)
 Gives direction to the conversation
 Builds Empathy in the Customers
 Establishes a base for building a relationship
Communication Back03/09/15 Gajanan Shirke-MIH , Author

40. Types of Questions
 Closed Ended
 Open Ended
Communication
03/09/15 Gajanan Shirke-MIH , Author

41. Closed Ended Questions
 Definitive - Can be answered with “yes” or “no”
 One word answers mostly
 Useful for checking your own or customer’s
understanding
 Enables you to control the conversation with the
Customer
Communication
03/09/15 Gajanan Shirke-MIH , Author

42. Examples
 E.g. Is this what you looking for?
 E.g. Do you need more clarification?
 E.g. Is this colour ok?
 E.g. What is your favourite Indian or Chinese ?
 E.g. How many members are there in your Family?
Communication
03/09/15 Gajanan Shirke-MIH , Author

43. Open Ended Questions
These questions will help in:
 Get a Customer to talk about the good things in
their lives (talking about their yield/realization)
 Getting them "interested" in talking with you
 Allows the customer to find their own answer –
to choose the right product
 Builds a dialogue, in turn you can develop
rapport and relationship with them
Communication
03/09/15 Gajanan Shirke-MIH , Author

44. Examples
 E.g. “Tell me about the places you like”
 E.g. What kind of setup you like?
 E.g. Would you tell me more about your shirt?
 E.g. What kind of information are you looking about?
Communication
03/09/15 Gajanan Shirke-MIH , Author

45. Listening-Why is it important to Listen
to Customers?
 to understand customer needs – advising them
the right product
 to demonstrate to customers that you
understand them
 to expect future needs
 customer satisfaction depends upon listening
actively
Communication
03/09/15 Gajanan Shirke-MIH , Author

46. Active Listening Techniques
 Pay attention.
 Show that you are listening
 Do Not Interrupt
 Provide feedback
 Answer rightly
Communication
03/09/15 Gajanan Shirke-MIH , Author

47. Pay Attention
 Give undivided attention
 Hands in front of the body
 Maintain Eye contact
 Tilted head
Communication
03/09/15 Gajanan Shirke-MIH , Author

48. Show that you are listening
 Nod (shake your head) occasionally
 Smile and use other facial expressions
 follow body language tips
 Encourage the Customer to continue with small
verbal comments like: Yes, I understand and …..
Communication
03/09/15 Gajanan Shirke-MIH , Author

49. Do Not Interrupt
 Allow the Customer to finish.
 Don’t interrupt with counterarguments unless
necessary.
Communication
03/09/15 Gajanan Shirke-MIH , Author

50. Provide feedback
 Reinforce what has been said by paraphrasing
 Ask questions to clarify certain points
 Summarize the Customer’s comments regularly
to avoid misunderstanding
Communication
03/09/15 Gajanan Shirke-MIH , Author

51. Answer rightly
 Be frank, open, and honest in your response.
 State your opinions respectfully.
 Treat the other person as you would want to be
treated
Communication
03/09/15 Gajanan Shirke-MIH , Author

52. Handling different
Types of Customers
03/09/15 Gajanan Shirke-MIH , Author

53. Types of Customers
 Teenagers / young adults
 Elderly
Handling different Customers
03/09/15 Gajanan Shirke-MIH , Author

54. Teenagers / young adults -
Characteristics
 Window dinners
 Small purchases
 Interest in fast food
 Frequent dinners – Weekly
 Accompanied with parents / relatives
Handling different Customers
03/09/15 Gajanan Shirke-MIH , Author

55. Teenagers / young adults - Handling
 New promotions / offers
 Have information about product, price, quality,
etc
Handling different Customers
03/09/15 Gajanan Shirke-MIH , Author

56. Elderly Customers - Characteristics
 Looking for attention
 Do not want to be rushed
Handling different Customers
03/09/15 Gajanan Shirke-MIH , Author

57. Elderly Customers – Handling
 Reaching and locating restaurant
 Help them in food selection
Handling different Customers
03/09/15 Gajanan Shirke-MIH , Author

58. Dealing with Queries
03/09/15 Gajanan Shirke-MIH , Author

59. Do you know your Job?
 What are the areas of knowledge that you are
supposed to have?
 What are the products & services that we
deliver?
Dealing with Queries
03/09/15 Gajanan Shirke-MIH , Author

60. Common Customer Queries
 Do you have….?
 How much is….?
 Where can I find…?
 What goes with…?
 Which starter is better?
 How long will it take?
 Do you provide home delivery?
Dealing with Queries
03/09/15 Gajanan Shirke-MIH , Author

61. Steps in dealing with customer
queries
1. Greet customer
2. Evaluate query
3. Answer query
Dealing with Queries
03/09/15 Gajanan Shirke-MIH , Author

62. Greet the customer
 Make an eye contact with the customer
 Smile at the customer
 Acknowledge the customer
 nod to ensure the customer is aware of you
 Verbally greet the customer
 Namaste or Namaskar
 Use a warm and friendly voice
Dealing with Queries
03/09/15 Gajanan Shirke-MIH , Author

63. Understand the query
 Is it a simple query
 Decide whether you can answer the query, if
Yes, go ahead and help them
 Is query is something more complex
Dealing with Queries
03/09/15 Gajanan Shirke-MIH , Author

64. Answer query
 Stop what you are doing if you can & help them
 Give the customer your complete attention
 If the customer wants to know where an item is
located, escort the customer to the product, do
not give direction how to reach that particular
product or category
Dealing with Queries
03/09/15 Gajanan Shirke-MIH , Author

65. When You Cannot Answer the Query
 Inform the customer that you will get the
assistance
 Escort the customer to the person who can
answer the query
 Explain the customer’s query to the person
providing the assistance
Dealing with Queries
03/09/15 Gajanan Shirke-MIH , Author

66. Recap
 Receiving a Customer - Greeting
 Customer Interaction – The Five Step Process
 Personal appearance
 How to Communicate with the customers
 Verbal / Non-verbal
 Understanding Customers – Questioning &
Listening
 Handling Customers – Types of Customers
 Dealing with queries
03/09/15 Gajanan Shirke-MIH , Author

67. End of Effective
Customer Interaction
03/09/15 Gajanan Shirke-MIH , Author

68. Selling
Skills
03/09/15 Gajanan Shirke-MIH , Author

69. Contents
 Engaging – The 4 Step Process
 Understanding the Customer Needs
 Customer Needs
 Uncovering Customer Needs: Probing – Questioning Techniques
 Open / Closed Ended Questions
 Customer buying process
 The Sales Process
 Fulfilling Customer Needs
 Product Knowledge
 Features, Advantages and Benefits
 Demonstration
 Handling Objections
 Offer alternatives
 Add On / Up-Selling / Cross Selling
 Closing the Sales
 Closing Techniques
 Exchange Policy
 Warranty / Guarantee
 Asking for Referrals
03/09/15 Gajanan Shirke-MIH , Author

70. Prerequisites of Initiating a Sale
4 Steps of Engaging
 Alert and Attentive
 Acknowledge
 Approach
 Assist
Receiving Customers
03/09/15 Gajanan Shirke-MIH , Author

71. Understanding the
Customer Needs
03/09/15 Gajanan Shirke-MIH , Author

72. Customers Needs
Understanding customer needs is not always a
simple task, since the customer does not
generally state what he/ she needs. It is the
employees task to identify what exactly the
customer desires
03/09/15 Gajanan Shirke-MIH , Author

73. Five types of needs
 Stated needs
 Real needs
 Unstated needs
 Delight needs
 Secret needs
03/09/15 Gajanan Shirke-MIH , Author

74. Recognize the Need
 Recognizes his need – to buy Fertilizers
 Responds to promotions/offers/discounts
 If something urgent – takes decision quickly
Recognize
the
Need
Information
Search
Remove
Concerns
Purchase
Decision
Post
Purchase
03/09/15 Gajanan Shirke-MIH , Author

75. Information Search
o Asks friends / visiting other hotels / Gathers
broachers / leaflets / promotional material / free
samples if any
o Most Customers value and respect personal
advice (Word Of Mouth) more than any other
medium
Recognize
the
Need
Information
Search
Remove
Concerns
Purchase
Decision
Post
Purchase
03/09/15
Gajanan Shirke-MIH , Author

76. Purchase Decision
 a purchase is made
 our customer walks away happy
 sometimes may not be happy
Recognize
the
Need
Information
Search
Remove
Concerns
Purchase
Decision
Post
Purchase
03/09/15 Gajanan Shirke-MIH , Author

77. The Selling Process
03/09/15 Gajanan Shirke-MIH , Author

78. Why Sales Process is important?
 To achieve our Sales targets
03/09/15 Gajanan Shirke-MIH , Author

79. The Steps of the Sales Process
1. Understanding Customer Needs
2. Fulfilling Customer Needs
3. Offer Alternatives
4. Handling Objections
5. Add On – Generating extra Sales
6. Close the Sale
03/09/15 Gajanan Shirke-MIH , Author

80. Step 1: Understanding Customer
Needs
 Asking questions
 Using “Tell Me”
 Providing Information
 Types of Products
 Pricing Structure
03/09/15 Gajanan Shirke-MIH , Author

81. Step 2: Fulfilling Customer Needs
 Product Knowledge
 Features, Advantages and Benefits
 Demonstration / Trial
Fulfilling Customer Needs
03/09/15 Gajanan Shirke-MIH , Author

82. Product Knowledge
03/09/15 Gajanan Shirke-MIH , Author

83. Why is Product Knowledge important?
 Knowledge – provides clarity to Customers
 Helps in Overcoming Objections
 Strengthens your Communication Skills
 Boosts Enthusiasm & Confidence
 Knowledge means more sales
Fulfilling Customer Needs
03/09/15 Gajanan Shirke-MIH , Author

84. How do you acquire Product
Knowledge
 Information on the Product
 Product presentation
 Training Sessions
 Practical use
Fulfilling Customer Needs
03/09/15 Gajanan Shirke-MIH , Author

85. SELL
 Show the product's features
 Explain its advantages
 Lead into the benefits for the Customer
 Let the Customer talk
Fulfilling Customer Needs
Opening
Lines
Features
Demons-
tration
Let
Customer
Try
03/09/15 Gajanan Shirke-MIH , Author

86. Why is it important to Delight
Customers
Life time value
of a Customer
03/09/15 Gajanan Shirke-MIH , Author

87. What is Life time value of a
Customer?
 It is the total revenue earned out of a customer
and his/her referrals
03/09/15 Gajanan Shirke-MIH , Author

88. Why this is important?
 The lifetime value of a customer continues even
after he/she is not our customer anymore
 If each customer creates referrals and the chain
goes on then the lifetime value for each would
be very high
 It is more important to retain a customer not only
for his/her lifetime value but also because cost
of getting a new customers is higher
03/09/15 Gajanan Shirke-MIH , Author

89. How it works?
1. By Selling the Product to Mr. XYZ Initial Revenue
2. Monthly spent on outing Regular Revenue
3. By Selling the ----- to Mr. XYZ friends
Referrals
4. Monthly spent by Mr. XYZ friends
5. to save on Marketing costs as the cost
of acquiring a customer through a referral
is very low (a few telephone calls)
Customer
Acquisition cost
saving
03/09/15 Gajanan Shirke-MIH , Author

90. Steps of Delighting
 Taking Feedback
 Follow-Up
 Issue Resolution
 Complaint Handling
03/09/15 Gajanan Shirke-MIH , Author

91. Taking Feedback from
Customer
03/09/15 Gajanan Shirke-MIH , Author

92. Why to Take Feedback
 Improves our sales – products that fulfill
customer needs
 Improves customer satisfaction– repeat
customers
 Helps address or reduce customer’s
disagreement
 Can improve our products & price range
 Will help us grow our business
Taking Feedback
03/09/15 Gajanan Shirke-MIH , Author

93. The Seven
Deadly Sins
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94. 1. Procrastination
(the action of delaying or postponing something)
 You will lose your job and career
 Other simple jobs like paperwork are also
important for everyone of us
 Filling cheklist
 Feedback collection
03/09/15 Gajanan Shirke-MIH , Author

95. 2. Arrogance
 You can have confidence but not arrogance
 To succeed we must serve both our customers
and company
3. Lack of interest
 Employees are backbone of any Hotel – if you
lose interest it will effect our Hotel and business
03/09/15 Gajanan Shirke-MIH , Author

96. 4. Gossip
 No office politics – we are all same at Hotel
 No gathering on the guest floor – use breaks to
discuss your personal problems never say
something bad / wrong about someone to
anyone
5. Inflexibility
 Be flexible and open to new ideas
 Everyone’s contribution is important and follow if
someone gives you a better idea03/09/15 Gajanan Shirke-MIH , Author

97. 6. Inappropriateness
 Creating hostile workplace is completely
unacceptable
 Stay away from conflict
7. Lack of accountability
 Take responsibility for what you doing
 You are answerable for your job
03/09/15 Gajanan Shirke-MIH , Author

98. 10 Golden rules that will make a
successful CSA
03/09/15 Gajanan Shirke-MIH , Author

99. 1. Sell to Every Single Customer
 You must sell to every Customer
 Learn from victories
 Analyze mistakes
 What did you do differently today to close the
sale
03/09/15 Gajanan Shirke-MIH , Author

100. 2. Focus on the Floor
 Imagine that you're the customer in other hotel
 Give undivided attention to the Customers
 Give Smiling service
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101. 3. Listen to Your Customers
 Pay attention
 Show that you are Listening
 Provide feedback
 Do not interrupt
 Answer rightly
03/09/15 Gajanan Shirke-MIH , Author

102. 4. Look professional
 well-groomed and dressed appropriately
 friendly and welcoming disposition
 follow all those grooming standards are
prescribed by the Company
5. You Must Ask Questions
 Ask right questions – open and closed ended
 Use right words to present your product
03/09/15 Gajanan Shirke-MIH , Author

103. 6. Features Must be Linked to
Benefits
 Features don’t sell, Benefits DO
 Personalize the benefits to your Customer’s
Stated and Unstated needs
03/09/15 Gajanan Shirke-MIH , Author

104. 7. Product Knowledge is Key
 Strengthens the Communication skills
 Boosts Enthusiasm
 Builds confidence
 Helps in overcoming objections
8. Aim to be Unique
 Find something that is Unique of Hotel and
yourself
 Do something differently than your competitors
03/09/15 Gajanan Shirke-MIH , Author

105. 9. Know why Customer is leaving the
Hotel without making a Booking
 employees should be able to engage and
establish enough of relationship with Customer
to know whey he is leaving without buying
something
 Remember, we can’t say he was just taking
rates
03/09/15 Gajanan Shirke-MIH , Author

106. 10. Selling with Enthusiasm
Why it is important in Selling?
 Enthusiasm can give you the energy to take
action
 enthusiasm keeps you going especially when
the going gets tough
 motivates everyone around you–your sales
team, your hotel, your customers
03/09/15 Gajanan Shirke-MIH , Author

107. Techniques to keep up your
Enthusiasm at peak levels
 This is Your Job
 Set Your Own Personal Targets
 Try new things
 Use your weekly offs productively
 Share the power
03/09/15 Gajanan Shirke-MIH , Author

108. Server, Bad employee and
Professional
03/09/15 Gajanan Shirke-MIH , Author

109. Server Bad Employee Professional
They say, "How may I help
you?"
When you don't bother to
listen to the answer.
when you naturally engage
the customer in a
friendly
way – 3 Ps (personable,
personal and purpose)
When you say, "Will that be
all?"
When you ignore the
customer when he is
making a sale.
When you Congratulate
your Customer on their
purchase
when you are unable to
answer a customer's
question about
a product
when you make up
answers to questions.
when you either know the
answer or do your best
to
find it
when you don't think to eat
a mint (mouth freshener)
after eating onions, spicy
food or
smoking a cigarette
when you smoke on the
way your customer
walks by to enter the
store
when you correct your
colleagues who are
making these mistakes
at store
03/09/15 Gajanan Shirke-MIH , Author

110. when you fail to contribute
new ideas about how the
store can improved
when you say that
contributing to the
success of the store
isn't your job
when you contribute ideas
whether you've been
asked or not
when you don't care for your
job but have no plans to
leave
when you tell everyone
you don't like your job
but never leave
when you like your job and
meeting your targets
regularly
when you hate to sell when you tell people
you're a salesperson
but all you do is
clerk a sale
when you're proud to sell
because what you do has
a
positive impact on
customer's lives
You are standing like a
statue in the category
You are everywhere
except in you
department
You are always with the
Customers
03/09/15 Gajanan Shirke-MIH , Author

111. Customers remember you
when they come next
time
They don’t remember
you at all
They ask for you when they
visit the store next time
You follow Customer
service
You don’t bother about
your Customers
You are extremely focused
on providing a great
experience to your
customers
You repeat the process again
and again
You do what you feel
like that time
You go beyond every
single customer
03/09/15 Gajanan Shirke-MIH , Author

112. Thank You
03/09/15 Gajanan Shirke-MIH , Author