This document provides information on customer service best practices. It discusses why customers quit (68% due to indifference of employees), what angry customers want (to feel listened to, respected, and assured of action), the responsibilities of complaints handlers (updating records and following up), and qualities of good service technicians (being on time, cleaning up, and following up). The overall message is on the importance of caring for customers and addressing their needs and complaints to retain their business.

1. Muhammad Yousuf Mirza
MS-Quality Management
Bachelor of Mechanical -HVACR
Consultant – TQM, HVACR & Energy Services
Catkin Engg. Sales $ Services Islamabad
Air Engineering Company Islamabad
National Manager Customer Services
Pak Elektron Limited Lahore
Country Manager Customer Services
Haier Pakistan Pvt. Ltd. Lahore
Waves - Cool Industries Pvt. Ltd.
Regional Manager Customer Services
Dawlance Group of Companies Karachi

2. Know Your Customer

3. Why Customers Quit
 1 % Die
 3 % Move Away
 5 % Other Friends
 9 % Competitive Reasons
 14% Product Dissatisfaction
 68% QUIT BECAUSE OF THE ATTITUDE
OF INDIFFERENCE OF AN EMPLOYEE.

4. What Customers Want from You
When They are Angry
 To be Listen Carefully
 Understood
 Empathized
 Respected
 Valued
 Made to feel important
 Appreciated for their business
 Taken seriously
 Guaranteed immediate action
 Assured the problem will not happen again
 Compensated in some way

7. Who Should Attend the Customer?
A good receptionist is…..
 Neat and smart in appearance
 Able to speak clearly
 Friendly and helpful
 Sincerely polite
 Able to make decisions
 Able to say something without offending or hurting
others
 Knowledgeable about the company and its people
 Able to talk to all sorts of people

8. Key Responsibilities of Complaints
Handling Person
 To Keep updated record of all complaints.
 To make Happy calls to all Customers.
 To take collect information from each Customers.
 To inform the concerned service engineer immediately
in case of any non compliance.
 To monitor and do follow up of each single Complaint
on daily basis regularly.
 To make summary report of all Complaints on
Daily, Weekly, Fortnightly and Monthly basis and do
keep their Records.

9. Who Is Better & Why ?
McDonald
or
KFC

13.  Tangibility: Appearance of physical
facilities, equipment, personnel, and communication
materials.
 Reliability: Ability to perform the promised service
dependably and accurately.
 Responsiveness: Willingness to help customers and
provide prompt service.
 Assurance: Knowledge and courtesy of employees
and their ability to inspire trust and confidence.
 Empathy: Caring, individualized attention the firm
provides its customers. 13

16. Preparation of Service Technician
Before Attending the Complaint
1、Check your conduct and confidence
2、Check your uniform must be neat & clean
3、Check all necessary tools and equipments
4、Check all necessary parts are taken with you
5、Realize the nature of complaint & rectification
6、Reach the customer home on time

17. Arrival of Service Technician at
Customers’ Residence
1、The technician must reach the customer home 5 minutes advance.
2、Ring the door bell or knock at the door three times minimum.
3、 If no answer from customer, left your visiting card at the door.
4、 Inform the customer 30 minutes before time in case of emergency.
5、 Service and repairing should be as per company set standards.

18. Service at Customer`s Home
1、Discuss in advance with the customer about the nature of the defect.
2、Discuss in advance with the customer about his / her wants & needs.
3、Examine the whole product to rectify the problem completely.
4、Rectify the defect first and then ask the customer for payment.
5、Provide the detail description of bill and repair & service charges detail.

19. Service at Customer`s Home
6、We must let the customers know that our service can make them happy.
7、After service，we must clean the product and check its proper function.
8、Ask the customer if there is any other product that needs service right now.
9、If we move the product to workshop, we must return in normal position.
10、We must make a telephone call to every customer after one week of repair.

20. Very Important for SVC Technicians
1、Do not destroy any thing in customer`s Home.
2、Use of customer’s telephone, etc is not allowed.
3、Use of customers’ toilet or clothes is not allowed.
4、 Demand of Cold drink, tea or lunch from customer, is
not allowed.
5、 Do not make any thing dirty at customer`s Residence
like floor, carpet etc.

21. Let`s Plant a Customer
Service Culture Tree Today