Downloaded 184 times
More Related Content
Customer centricity
- 1.
- 2. Topics we willdiscuss… • Who are customers? • Types of customers. • What is customer service? • What is customer centricity? • Customer service elements. • Importance of Attitude. • Tips on displaying customer service attitude. • What makes customer irate. • Closing Thought.
- 3. Who are Customers? •A customer, also called client, buyer, or purchaser, is usually used to refer to a current or potential buyer or user of the products of an individual or organization, called the supplier, seller, or vendor. • The people to whom the goods are to be supplied or service rendered by the supplier.
- 4. Individual or agroup of people you may interact/service within the organization. Examples : IT , Cafeteria ,HR ,Training, etc. Some one who comes to your organization for product or service – the end customer. These customer depends on the time , quality and accuracy of your organization work. Examples : Client, Vendors, Visitors , etc. • Internal Customers • External Customers Types of Customers?
- 5. • Customer serviceis an organization's ability to supply their customers' wants and needs. • It is about treating customers with respect ,individuality and personal attention. • It is the ability to provide a service or product in the way it has been promised. Customer Service is…
- 6. Customer Centricity • “CustomerCentricity" means attending to the customer's needs. • Customer Centricity is the only key differentiator in the current competitive market - all competitors can obtain the technology and can make or buy the content. • Customer expectation of service is growing and growing - led by sectors beyond the Telecom and media sectors. Customer Centric Product: Meet customer needs Customer Centric Service: Meet customer requirement Customer Centric Attitude: I Care Attitude
- 7. • This isthe 15th call I am taking and it’s the same issue… • 20th Field Visit and its all same… • Another day however same old stuff to do… • Its been over an year and… Does this happens to you???
- 8. What will happenif... Pilot feels bored while flying? Surgeon feels bored while operating? Engineer feels bored while operating machines?
- 9. As a keyplayer, no matter how many…
- 10. Customer Service -Elements Friendly Behavior Accuracy when providing information Confident Respectful Welcoming Honest Professional I Care attitude
- 11. Customer service attitudeis the inherent ability to look at every interaction with the customer as an opportunity for customer delight and service excellence”
- 12. I’m glad I’m here I’mdelighted to speak with you Repeat these words mentally as often as you want to ensure your thoughts. I’m committed to creating a ‘wow’ experience with you. Three second drill
- 13. Attitude Checklist What attitudesassist in providing good service? • Enjoy helping people • Handle people well • Care for your customers • Give fair and equal treatment to all • Be understanding of people with special needs
- 14. Displaying Customer ServiceAttitude Our beliefs fuel our actions. Positive beliefs lead to positive actions and negative beliefs lead to negative actions Enthusiasm spells the difference between mediocrity and accomplishment Using Positive Language Being Enthusiastic
- 15. Your problem is important Tothe customer you are the Company Conveying Speed or urgency Taking Ownership or accountability Displaying Customer Service Attitude
- 16. Being Courteous/Polite Example: •“ MayI please suggest something at this point…” •“ It was my pleasure serving you” •“ Thank you for your patience…” Displaying Customer Service Attitude
- 17. Voice Control • Customersshould hear warmth, enthusiasm, care and commitment in our voices. • Don’t sound as if you know it all. • Speak softly, clearly and courteously at all times. • Speak with a moderate pace and with appropriate volume. • Sentences should be short and simple
- 18. Problem Solving • Knowyour product/work well. • Accept responsibility to take care of the problem. • Tell the customer what you are going to do and when you are going to do it. • Take immediate action to solve problem. • Follow up to ensure that problem is solved. • Make amends if something goes wrong. • Give options. • Be pro-active/anticipate customers’ need. • Create a win-win situation.
- 19. Rapport Building • Respectthe other person and do not take him/her for granted. • Say please and thank you when asking Customers for information. • Make it easy for the other person to accept you. • Use the Customer’s name. • Show you are human too. • Show your interest in the Customer’s needs. • Let the customer know what the options are.
- 20. Listening Active listening =Attending skills (being ready) • Attend to immediate needs (if you need to finish something before giving your full attention) • Being available • Eye contact • Attentive posture • Concentration On an average, we can think four times faster than the listener can talk!!!
- 21. Empathy & Sympathy Empathy: Power of projecting one’s personality into (and so fully comprehending) the object of contemplation. E.g., “I can understand how upsetting this can be.” Sympathy : (Capacity for) being simultaneously affected with the same feeling as another. E.g., “I’m really angry about this too. ”
- 22. Empathy “I understand” statementholds no meaning for the listener if it is not combined with the emotion of the customer that you relate to! What you may say : “I understand how frustrating that can be/how you feel.” “I can understand how this must have thrown your schedule off balance” Customers don’t care about WHAT you know, until they KNOW that you care.
- 23. As a Customer,What makes you Irate? Activity
- 24. • Promises notdelivered • Service that was rude and insufficient. • Conflicting messages from employees • Feelings of being victimized by the business or operation. • Misinformation from an employee. • Delays and long waits. • Lack of communication between parties and dispute. • Treatment as being uninformed, wrong, or unimportant. • Defective or inferior products. • Feelings of being dismissed or discounted by the personnel. • Business integrity or honesty that was questionable. What makes customer irate?
- 25. Mistakes we make •Trying to Justify • Passive Listening • Being Rigid • Giving Excuses • Long holds • Contradictory statement • Not giving alternatives • Avoidance • Telling them its their fault
- 26. How can youtake Ownership? • Take Full Responsibility • Do what is required • Think about solutions • Do not be fearful of - New Situations
- 27.
- 28. Mother Story: DiscussionPoints • “If we show even half of the attitude that our mother has been carrying for all these years we will make our customer happy.” • “We always need to be patient with our customers. Respect them the way we want to be respected.” • “The right attitude will increase productivity, foster team work, increases quality and reduces stress.” • “If we do more than what is expected than we will take the customer from a state of satisfaction to delight.” • “Let’s see the difference between customer satisfaction and customer delight.”