The document discusses the significance of training for employees at Green Wind Solutions, emphasizing that it enhances their skills, boosts productivity, and fosters employee retention. It outlines the importance of understanding customer needs and providing exceptional service, including effective complaint handling. The document also highlights strategies for building long-term relationships with customers, ensuring their satisfaction and loyalty.

1. GREEN WIND SOLUTIONS (P) LTD

2. CUSTOMER CARE

3. Topic
► What is Training
► Importance of Training
► Customer is the King
► Be Self Aware
► Your Role
► What Customers Want
► When Customers Walk-in
► Its Delivery Time
► Handling Complaints
► DO NOT’s
► Customers for Life
► Everybody is a Winner

4. What is Training?
The practise adopted to increase the
employee’s know-how of the job that
enhances his/her efficiency and
effectiveness.

5. Importance of Training
► It improves employee
confidence/efficiency which results in
increased productivity and therefore,
financial gains.
► Upgrades the skills of employees with
changing technology and market
conditions.
► It helps in creating a pool of
employees within organization to fill
in any vacancy.
► It gives a message that the
organization cares about employees
which increases retention.

6. Words of Gandhiji
“ A Customer is the most important
visitor on our premises.
He is not dependent on us, we are
dependent on him.
He is not an interruption on our work,
he is part of it.
He is not an outsider on our business,
he is part of it.
We are not doing him a favor serving
him, he is doing us a favor by
giving us the opportunity to do so.”

7. Customer is the KING
► Lets Discuss the
reason.
► Can you suggest
some other captions.
Customer the God

8. The SSI Factor Structure
SSI
(Sales Satisfaction Index)
Measures levels of customer satisfaction with the pre-
sales
process, the actual sales.

9. Be Self Aware - The Attributes
► Knowledge about industry
► Sales person’s appearance
► Attention focused on customer
► Ability to offer the best material as per need
► Courtesy and friendliness shown
► Honesty
► Clear and Understandable in deal
► Fulfillment of commitments
► Ability to provide complete and accurate answers for the questions
► Concern shown for budget
► Sufficient time allowed before deciding
► Sales person without hassles
► Time taken to finalize the product
► Appropriateness of sales person
► Have a memorable day to Customer

10. Your Role
► What and Whom do
you represent?

11. What Customers Want
► A friendly, smiling face,
► Feel Welcomed, respected, valued and to be given
undivided attention.
► Their presence to be recognized and importance to be
given to them.
► To understand how the organizational sales, service
and other processes work.
► To talk with people who have adequate knowledge.
► To establish a one point contact at the organization.
► To have their time respected and promises kept.
► To be listened to.
► To respond their calls, queries, questions promptly
► A quality product and service at a fair price.

12. What Customers Don’t Want
► Their time to be wasted .
► To be shifted from person to person.
► Information to be withheld or to change.
► To be pressurized or manipulated.
► To experience insulting, arrogant, threatening, indifferent,
discourteous, insincere or disrespectful comments or behavior.
► To be treated as if they are ignorant or unintelligent.

13. When Customer Walk In
► Greet the customer with a friendly smile.
► Introduce yourself.
► Must be in uniform
► Ask for some refreshments.
► Ask for the product he wants.
► Should have good body language.
► Can implement NLP method
► Create a friendly space for the customer.
► Avoid jumping into sales.
► Identify his purpose/need.
► Try and build personal rapport with the customer.
► Never move him from one place to other.

14. MOST MEMORABLE MOMENT
► Buying a nice dress is
most memorable
moment in customers
life.
► Make this special
moment for you and
the customer by
building up a
relationship with
your COMPANY

15. ALWAYS REMEMBER
The Delivery of the product is not end
of a sale, but beginning of a
RELATIONSHIP.

16. Most Interesting Section
Handling Complaints

17. Causes
► Not Listening or paying attention to customers.
► Not Showing customers the proper respect or courtesy.
► Making false promises(includes price, material,Coloretc)
► Taking advantage of a customer’s trust or misfortune.
► Not knowing what you are talking about.
► Mis matching the information.
► Not keeping the customer informed.
► Blaming a problem on customer action, inaction or lack of knowledge.

18. What upset customers really want
► To be heard.
► An acknowledgement that the problem is real.
► To have some control over the situation.
► Immediate action.

19. Complaint Resolution
► Replace the product/price.
► Take an apology and a
token of gift if needed.
► Resolve the complaint and
get a satisfaction note.

20. Complaints ?
Complaints are an opportunity
for you to strengthen the
relationship with the customer and even
enhance their confidence in you.
Furthermore
they represent
an opportunity to improve things
so that you can avoid
the same problem in future.

21. How to Handle Complaints?
► Never run away from complaints.
► Receive the complaint politely.
► Don’t reject or argue.
► Listen properly.
► Use 80:20 principle
► Think in the customer view point.
► Identify the customer’s main complaint.
► Don’t make excuses.
► Take notes of the complaints.
► Let the customer know if you cannot answer the complaint immediately.
► Reassure them that you will investigate and come back to them later.
► Don’t reply in an ambiguous way.
► Never promise something which you cant do.

22. Keep in Mind
► Never Shuffle the customer from person to person.
► Never keep the customer waited for a long time.
► Never argue with the customer.
► Never keep the customer in rigid position let they walk freely
► Never deliver in hurry.
► Never treat delivery as a close of sale.

23. Customers For Life
Lets Discuss.
► How can you Win a
Customer for Life?
► What are the benefits?

24. ► Never lose touch with the customer.
► Being out of sight is being out of mind.
► Make him feel that you are always there to help him out and you value your
relationship with him.

25. ► By being constantly in touch with the customer you can:
► Find out his future plans.
► Keep track of occasions in his family.
► Follow-up the matter till you succeed.
► Inform the customer about new model arrivals, new materials , offer prices etc.
Winning
customer’s
confidence is only
the Ist step
towards building a
life-long
relationship.

26. ► Its Test Time Now !!!!
► Lets See Who is the Winner

27. Training Feedback
&
Assessment
Kindly Fill the feedback form
and return back. Appreciate
your sincere feedbacks.

28. Thanks
&
Wish you All The Best
Green Wind Solutions Pvt Ltd