Importance of customer care

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Importance of customer care

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Importance of customer care

  1. 1. Importance of Customer care<br />
  2. 2. Feeling concern and interest in someone who has entered a business to buy a product or obtain a service.<br />This brings out the fact that a person can be a customer without having to spend money.<br />Definition of Customer Care…<br />
  3. 3. Customer care should start at the lowest level of the organization hierarchy and continue towards to the top most level.<br />Customer care<br />
  4. 4. Put yourself in the customers shoes; see the situation as they do.<br />Basic rule of customer care…<br />
  5. 5. Essentially, Moments of Truth are those contacts between companies and customers where a firm's reputation are at stake.“<br />“Moments of Truth”<br />
  6. 6. Each time you meet with a customer, or potential customer, is a chance to make a positive impression on that person. These encounters can be described as "Moments of Truth". <br />Moments of Truth<br />
  7. 7. Lack of incentive<br />Complacency<br />Lack of support<br />No real training<br />Staff under pressure<br />Poor knowledge <br />No team spirit or motivation<br />Lack of awareness <br />Why does poor Customer Care happen?<br />
  8. 8. <ul><li>Attitude
  9. 9. Appearance
  10. 10. Communication-listening, talking, reading, writing
  11. 11. Observation of standards and body language
  12. 12. Assertiveness </li></ul>What skills do we need to use?<br />
  13. 13. There are 8 main customer care skills that need to be displayed when serving the customer…<br />Customer Care Skills<br />
  14. 14. Appearance<br />Observation<br />Listening <br />Body Language and Facial Expression<br />Talking<br />Assertiveness<br />Attitude <br />Behaviour<br />
  15. 15. Do...<br />Show empathy/concern<br />Use their name if you can<br />Listen<br />Take notes<br />Let them make their case<br />Ask questions to clarify detail<br />Confirm with them that you have got it right<br />When dealing with a complaint…<br />
  16. 16. Gather your version of events before replying<br />Tell them what you propose to do<br />Ensure they are happy<br />See it as an opportunity to cement the relationship and encourage more business <br />Do…<br />
  17. 17. Feel good factor is high/enjoy going to work<br />Improved reputation <br />Return/<br />repeat business <br />Fewer complaints<br />Less stress for mgt and staff <br />Greater job security<br />Happy boss <br />Improved team spirit, staff morale and motivation<br />More enjoyable work atmosphere<br />Greater staff loyalty and retention<br />Improved communication within the business<br />Greater chance of word of mouth advertising<br />Benefits of excellent Customer Care<br />
  18. 18. <ul><li>Establishes customer loyalty.
  19. 19. Strengthens reputation – enhances the image of the organisation and helps to attract new customers.
  20. 20. Customers are satisfied and happy – they have confidence in what they are purchasing and feel highly valued by the organisation (creates a sense of belonging!).
  21. 21. Employees in turn also feel highly motivated and valued resulting in a low staff turnover – shows competitors that the organisation is highly efficient in using its most precious resource.
  22. 22. Increased market share which gains the organisation a very strong competitive edge.</li></ul>Benefits of excellent Customer Care<br />
  23. 23. IN ORDER TO ENSURE THE SUCCESS OF THE ORGANISATION IT IS IMPERATIVE THAT THE CUSTOMER LIES AT THE HEART OF EVERYTHING THEY DO!<br />
  24. 24. Presented By --<br />PRASHANT JAIN<br /> PGDM (IB) <br />Thank you<br />

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