Customer Care...

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2. CHANGES IN ENVIRONMENT
• DEREGULATION
– NEW ENTRIES
– EXISTING PLAYERS CAN ENLARGE
SCOPE OF ACTIVITIES
– FEWER CONSTRAINTS
• GLOBALIZATION
• M & A ACTIVITY
• TECHNOLOGICAL DEVELOPMENTS
• CHANGING CONSUMER PROFILE.
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3.  TO FACE INCREASED COMPETITION,
 TO INCREASE OUR PRODUCTIVITY,
 TO SAVE OUR OPERATING COST,
 TO OBTAIN GAINS OF A SATISFIED
CUSTOMER,
 TO OBTAIN THEIR TRUST.
 TO SAVE OUR TIME AND ENERGY
 TO ENHANCE OUR REPUTATION.
 TO OBTAIN JOB SATISFACTION.

4.  INTEGRATION OF CUSTOMER , TECHNOLOGY
AND STAFF.
 IDENTIFICATION OF PROFITABLE
CUSTOMERS,UNDERSTANDING THEIR NEEDS
 IMPROVING DELIVERY SYSTEMS AND
REDUCING TRANSACTION COST
IF WE DO NOT TAKE CARE OF THE CUSTOMERS
SOMEONE ELSE WILL

5.  TO CREATE CUSTOMER LOYALTY.
 LOYALTY IS A EMOTIONAL COMMITMENT OF A
CUSTOMER IN EXCHANGE OF HIS NEEDS
BEING MET.
 THE KEY IS TO COLLECT,ANALYSE AND TRACK
CUSTOMER INFORMATION.
 THE OBJECT IS TO MAKE IT WORTHWHILE FOR
THE CUSTOMERS TO STAY WITH US.

6.  IT IS DEVELOPMENT AND MAINTENANCE OF
MUTUALLY SATISFYING LONG-TERM
RELATIONSHIPS.
 IT IS MORE EXPENSIVE TO WIN A NEW
CUSTOMER THAN TO RETAIN AN EXISTING
CUSTOMER.
 BUILDING LONG TERM RELATIONSHIP IS BASED
ON CONCERN, TRUST, COMMITMENT AND
SERVICE.
DEFINING CRM:
WHAT IS DONE FROM CUSTOMER’S POINT OF
VIEW RATHER THAN WHAT IT IS.

7. CONCERN MEANS SHOWING EMPATHY AND
UNDERSTANDING TOWARDS HIM
TRUST AND COMMITMENT ARE KEYS TO PROMOTE
EFFICIENCY,PRODUCTIVITY AND EFFECTIVENESS.
TRUST BRINGS A FEELING OF SECURITY
REDUCES UNCERTAINTY AND CREATES
A SUPPORTIVE CLIMATE.
BUILDING RELATIONSHIP REQUIRES
A COMMITMENT TO PROVIDE
RELIABLE AND HIGH QUALITY SERVICE.

8. ANY BEHAVIOUR IS AN
EXTENSION OF ONE OF
RELATIONSHIP THE FOUR STATES OF
WITH EMOTION:
CUSTOMER IS  GLAD
DECIDED BY  SAD
 MAD
BEHAVIOUR OF  SCARED
THE CUSTOMER BOTH WILL ALWAYS BE IN
AND PERSON IN ONE OF THESE STATES.
CONTACT.

9.  THEY ARE A GOOD MEASURE OF CUSTOMER
SERVICE OF THE BRANCH.
 THEY ARE PRICELESS SOURCE OF
INFORMATION ON CUSTOMERS NEEDS AND
EXPECTATIONS.
 FOR EVERY COMPLAINT THAT YOU RECEIVE
THERE ARE 20 OTHER CUSTOMERS WHO
DONOT BOTHER TO COMPLAIN.
 IT IS A GOLDEN OPPORTUNITY TO SHOW HOW GOOD YOU
ARE.
 A CUSTOMER WHOSE COMPLAINT IS WELL TAKEN
BECOMES A MORE LOYAL CUSTOMER THAN OTHERS
WHO DO NOT COMPLAIN.
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10. v MAKE IT EASY FOR CUSTOMER TO
COMPLAIN.
v CUSTOMER SHOULD FEEL THAT HIS
COMPLAINT IS WELCOME.
v RESPOND QUICKLY TO COMPLAINTS.
v GIVE CUSTOMERS THE BENEFIT OF DOUBT.
v BE GENEROUS IN YOUR RESPONSE.
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11. v GENERATE ALTERNATIVE SOLUTIONS FOR THE
CUSTOMER.
v TRY TO EXCEED THE CUSTOMER’S
EXPECTATION.
v ALWAYS SAY WHAT YOU CAN DO AND WILL
DO.
v LEARN FROM THE COMPLAINT.
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12. LET THE CUSTOMER HAVE THEIR SAY.
LISTEN ACTIVELY. DO NOT MAKE ASSUMPTIONS.
SAY YOU ARE SORRY FOR WHAT HAS HAPPENED.
DO NOT ARGUE OR BE DEFENSIVE.
CONCENTRATE ON THE SITUATION AND NOT ON THE
PERSONALITY.
TRY TO FIND WHAT THE CUSTOMER WANTS.
CONCENTRATE ON WHAT YOU CAN DO AND EXPLAIN
WHAT YOU CAN NOT DO.
DO NOT IMPOSE YOUR OWN SOLUTION.
ALWAYS SUMMARISE AND CHECK THAT THE
CUSTOMER UNDERSTANDS AND AGREES.
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13. g BE CLEAR.
g BE CONCISE.
g BE COURTEOUS.
g BE COMPLETE.
g BE CORRECT.

14. KNOWLEDGEABLE AND PROFESSIONAL
STAFF
HELPFUL ENVIRONMENT
READY TO TAKE RESPONSIBILITY.
SAY WHAT YOU CAN DO, AND DO WHAT
YOU SAID.
RESPOND PROMPTLY TO THEIR QUERIES.
ALWAYS FEEL PROUD OF YOUR
ORGANISATION.
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15.  CUSTOMER IS BUSINESS,
 BUSINESS IS PEOPLE,
 PEOPLE ARE CUSTOMERS.
CUSTOMER IS THE PROFIT
EVERYTHING ELSE IS
OVERHEAD

16. SIX IMPORTANT WORDS “I ADMIT I MADE A
MISTAKE”
FOUR IMPORTANT WORDS “ WHAT IS YOUR
OPINION”
TWO IMPORTANT WORDS “THANK
YOU”
ONE M,OST IMPORTANT WORDS
“WE”
ONE LEAST IMPORTANT WORDS “
I ”