Customers Services (1)


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Customers Services (1)

  1. 1. CUSTOMER SERVICES Dewan Stores (Pvt) Ltd
  2. 2. PURPOSE:- The purpose of this training is to help all employees develop a customer focus and the skills to continuously make and retain customers.
  3. 3. Agenda:- <ul><li>Who is a customer? </li></ul><ul><li>What does a customer need & expect? </li></ul><ul><li>Seven practical steps to customer problem solving </li></ul><ul><li>Customer service essentials </li></ul><ul><li>Customer service facts </li></ul>
  4. 4. A Customer:- A Customer is not just money in the cash register. They are human beings with feelings and deserves to be treated with respect.
  5. 5. Satisfying the customer Relies on answering ONE Question.
  6. 6. <ul><li>“ What do my customer need?” </li></ul><ul><li>& </li></ul><ul><li>“ What does my customer expect?” </li></ul>
  7. 7. All anyone really NEEDS is: INFORMATION, HELP & RESOURCES
  8. 8. Seven Practical Steps to Customer Problem Solving: <ul><li>Express respect </li></ul><ul><li>Listen to understand </li></ul><ul><li>Uncover the expectations </li></ul><ul><li>Repeat the specifies </li></ul><ul><li>Outline the solution or alternatives </li></ul><ul><li>Take action & follow through </li></ul><ul><li>Double-check for satisfaction </li></ul>1. 2. 3. 4. 5. 6. 7.
  9. 9. An Example to stimulate your thinking: <ul><li>Think about the situation for a moment: Picture yourself walking into a department store. You know exactly what you want. You get the merchandise and walk to the cash register area, ready to pay. Two customer assistants are talking. Neither turns to recognize you. Instead, they continue discussing a party that they both attended last weekend. What are your feelings as you stand unattended? People did not bother to communicate your worth as a customer. </li></ul><ul><li>CONSEQUENCES? </li></ul>
  10. 10. How to express respect? <ul><li>Establish long-term, mutually satisfying relationship that you use with your family & friends to create a friendly environment by following these steps: </li></ul><ul><li>Smile </li></ul><ul><li>Say “Asalam-aliekum” </li></ul><ul><li>Introduce yourself and say “How can I help you?” </li></ul><ul><li>Keep your voice tone clear </li></ul><ul><li>Maintain proper eye contact </li></ul><ul><li>Salutation </li></ul><ul><li>Helping customers beyond the job responsibilities </li></ul><ul><li>Their name recognition delights them </li></ul><ul><li>Responding properly to their queries </li></ul><ul><li>Thanking them for coming in </li></ul>
  11. 11. Develop few statements of Calming language that expresses respect:
  12. 12. ASK, and then LISTEN: <ul><li>ASK: </li></ul><ul><li>Get the customer to talk </li></ul><ul><li>Find out what they really want by asking open-ended questions </li></ul><ul><li>LISTEN: </li></ul><ul><li>Listening will give you a good start toward understanding expectations & will also provides time to collect your thoughts. </li></ul><ul><li>Listen for these vital areas in addition to what the person is saying: </li></ul><ul><li>What the person is feeling? </li></ul><ul><li>What the person is wanting? </li></ul><ul><li>What the person is thinking? </li></ul>
  13. 13. Repeat your understanding: <ul><li>You benefit in two ways by repeating your understanding of a customer’s expectations: </li></ul><ul><li>You find out whether you understand exactly what the person wants. </li></ul><ul><li>People calm down once they realize you understand what they want. </li></ul>
  14. 14. Outlining Solutions: <ul><li>The tough part is when you cannot give people </li></ul><ul><li>exactly what they want. Express care in such situation by managing </li></ul><ul><li>complains. </li></ul><ul><li>HOW? </li></ul><ul><li>Listen Carefully </li></ul><ul><li>Maintain Eye contact </li></ul><ul><li>Do not interrupt </li></ul><ul><li>Do not argue </li></ul><ul><li>Respond in positive manner </li></ul><ul><li>Call Duty Manager/Store Manager </li></ul><ul><li>REMEMBER! </li></ul><ul><li>“ A pessimist has no motor; an optimist has no brakes.” </li></ul>
  15. 15. Follow-through: <ul><li>Categories: </li></ul><ul><li>Immediate (DO IT NOW!) </li></ul><ul><li>Later (MAKE A NOTE!) – Written Complain </li></ul><ul><li>Regardless of which method is required, make a habit of following through and Double-checking for customer </li></ul><ul><li>satisfaction as it builds appreciation & loyalty. </li></ul>
  16. 16. REMEMBER the customer service essentials: It is not only transactions- it is building long-term relationships It is not only filling requests- it is also earning the opportunity for repeat business
  17. 17. Customer Service Facts: <ul><li>It costs six times more to attract a new customer than it does to keep an old one </li></ul><ul><li>A typical dissatisfied customer will tell 8-10 people about their problem </li></ul><ul><li>Possible personal cost for not satisfying customer would be; </li></ul><ul><li>You feel guilty and will become frustrated </li></ul><ul><li>Hurt a relationship </li></ul><ul><li>Decrease concentration which would definitely leads to lower productivity </li></ul><ul><li>Become defensive </li></ul><ul><li>Creation of bad personal and business impression. </li></ul>
  18. 18. Customers judge your company by YOU! NOW It’s on you to decide, whether; “ Going the extra mile – or – Is a foot enough”