You As a Customer……….. Do you want & demand action? Are you very direct and to the point in your statements? Do you make it clear what you want? Do you lack patience? Do you tend to speak faster? Are you focused on results? Are you usually not interested in details?
Who are Customers? • The most important person in any business. • Is not dependent on us. We are dependent on them. • Is not an interruption of our work, but the purpose of it. • Is part of our business – not an outsider. • Does us a favor when they come in. We aren’t doing them a favor by serving them.
Who are Customers?• A customer is not just money in the cash register. They are human beings with feelings and deserve to be treated with respect.• Is a person who comes to us with their needs and wants. It is our job to fill them.• Deserves the most courteous attention we can give them. They are the lifeblood of every business.
Facts about Customers The Customer is the business’ biggest asset The Customer pays all our salaries wages and bonuses The customer will go where he/she receives the best attention There is no profit, no growth, no jobs without the customer Hence, You must be your customers’ best choice!
Facts about Customers • A typical dissatisfied customer will tell 8-10 people about their problem. • 7 out of 10 complaining customers will do business with you again if you resolve the complaint in their favor. • If you resolve a complaint on the spot, 95% will do business again.
Finally, Customer is the King (as told by M K Gandhi) A customer is the most important visitor on our premises. He is not interrupting on our work. He is the purpose of it. He is not outsider to our business. He is a part of it. We are not doing a favor by serving him. He is doing us a favor by giving us opportunity to do so.
Some Startling Statistics Only 4% of customers actually complain For every complaint you receive there are 26 unattended Around 75% of the complaining customers will do business with you again, if you act quickly It costs 5-6 times more to attract new customers than to keep old ones
Why do customers leave Death -1% Move away -3% Friendships -5% Competition -9% Dissatisfaction -14% Indifference -68%
What all could “indifference” mean Not being empathetic. Not Listening carefully. Not Reverting as discussed. Not looking for solution but quoting “Company Policy”.
So Most Of AllCustomers go elsewhere because thepeople they deal with are indifferent totheir needs 68%.
However..... People largely understand that those providing the service are humans, and can make mistakes too. 70% will do business with you again if you resolve their complaint satisfactory. 95% will continue doing business if their complaint is resolved immediately.
What qualities are important to our customers? Accuracy Friendliness Timeliness Efficiency Courtesy Honesty
QUALITY SERVICE ATTRIBUTES Timeliness - waiting time, queuing time, processing time Accuracy - error free, reliability Courtesy - front line manners - telephone etiquette Completeness - scope of services - availability of support
Summary Customers want what we want – a positiveinteraction when doing business with everyCustomer Service Representative that theycome in contact with.ITS ALL ABOUT THERIGHT ATTITUDE