Training on Customer Care

1. 1

2. JOB KNOWLEDGE
 LISTENING SKILL
 COMMUNICATION SKILL
COMPLAINTS HANDLING
ASSERTIVENESS

3. R YOUR PRODUCTS ( SCHEMES).
R THEIR BENEFITS TO THE CUSTOMER.
R YOUR SYSTEMS AND PROCEDURES.
R THE NETWORK OF STAFF WITH WHOM A
CUSTOMER HAS TO DEAL.

4. ÁLISTENING MEANS BEING ATTENTIVE AND
SHOWING IT.
ÁIT INVOLVES ABSORBING AND INTERPRETING
NON VERBAL MESSAGES.
ÁIT MEANS NOT HEARING BUT “UNDERSTANDING
WHAT IS SAID.”
ÁNOT LISTENING MEANS REJECTING THE
COMMUNICATOR.
ÁHEARING IS A PHYSICAL ACTIVITY BUT
LISTENING IS A THINKING ABILITY.
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5. º WE THINK THAT WE KNOW WHAT THE OTHER PERSON
IS GOING TO SAY.
º WE ARE WAITING FOR OUR TURN TO SPEAK.
º WE ARE BORED-- MIND IS WANDERING FOR MORE
INTERESTING THINGS.
º WE ARE THINKING SOMETHING ELSE WHILE
LISTENING.
º WE ARE IN A HURRY --TRIES TO FINISH THE
CONVERSATION.
º WE ARE ANGRY / TIRED / THIRSTY / HUNGRY /
PHYSICALLY NOT COMFORTABLE.
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6.  NEGLECTED,
 REJECTED,
 UNIMPORTANT,
 IGNORED,
 WORTHLESS,
 DEMOTIVATED,
 DISHEARTENED
 LET DOWN

7. 7 DO NOT INTERRUPT.
7 LET HIM TALK-- YOU LISTEN.
7 ASK QUESTIONS TO CLARIFY ANYTHING.
7 MAINTAIN FREQUENT EYE CONTACT.
7 INTERPRET BODY LANGUAGE OF OTHER PERSON
7 BE COMFORTABLE-- NOT STIFF.
7 SHOW THAT YOU CAN SEE THINGS FROM THEIR POINT OF
VIEW.
7 USE THE OTHER PERSONS NAME.
7 INCLUDE OTHERS AS CONTRIBUTORS FOR YOUR PLANNED
ACTIONS.
7 UNDERSTAND THE CENTRAL IDEA NOT JUST WORDS.

8. ☺ MOST PERSONS LISTEN TO YOU TO
THE EXTENT THAT YOU LISTEN TO
THEM .
☺ THE DECISION TO LISTEN IS THE
DECISION TO LOVE.
☺ WE SPEAK AND HEAR NOT ONLY
WITH OUR LIPS AND EARS BUT WITH
OUR WHOLE BODY AND OUR HEART.
☺ WE ALWAYS LIKE TO HEAR THAT
PLEASES US.
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9. e LISTENING MAKES COMMUNICATION,
e ARGUMENTATION IS THE END OF
LISTENING,
e LISTENING MUST BE AT TWO LEVELS-
WORDS & FEELING!
e CONFLICT IS THE RESULT OF POOR
LISTENING,
e THE BEST WAY TO TALK TO A
DISTURBED PERSON IS TO LISTEN,
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10. 1 BY WORDS………….. 7 %
1 BY HOW WE SAY… 38 %
1
BY OUR BODY LANGUAGE . 55% !

11. ` LOOK HAPPY AND CHEERFUL.
` SMILING IS AN EFFECTIVE WAY OF
INITIATING AND MAINTAINING EFFECTIVE
COMMUNUCATION.
` ALWAYS MAKE EYE CONTACT WITH YOUR
CUSTOMER.
` OBSERVE OTHERS BODY LANGUAGE AND
TRY TO INTREPRET IT , AND THEN REACT
ACCORDINGLY.
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12.  THE BODY LANGUAGE OF STAFF,
 SPEED OF OUR RESPONSE,
 OUR EAGERNESS TO SERVE THE CUSTOMER,
 CUSTOMER MEETS,
 MEDIA COVERAGE,
 PRODUCT UPGRADATION.

13.  LOOK STEADILY AND SINCERELY AT
OTHER PERSON,
 BE INTERESTED NOT INTERESTING!
 MAINTAIN CONFIDENT BODY LANGUAGE
 ASK OPEN QUESTIONS.
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14.  IT IS A MODE OF BEHAVIOUR WHICH
HELPS ONE TO EXPRESS HIS
FEELINGS/NEEDS/OPINIONS WHILE
RESPECTING FEELINGS / NEEDS /
OPINIONS OF OTHERS.
 IT LIES IN BETWEEN THE BEHAVIOUR OF BEING
PASSIVE TO BEING AGGRESSIVE.
 IT DEPENDS ON ONE’S BELIEFS, WORDS
AND PHRASES ONE USES AND THE WAY
HE DELIVERS THESE WORDS--THE BODY
LANGUAGE!
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15. 1 I T ME ANS S OL VI NG P R OBL E MS AND NOT
D E F E AT I NG OT HE R P E R S ON.
1 I T ME A T HA T HE OT HE R P E R S ON HA A
NS T S
R I GHT T O A K A Y HA AR I GHT T O R E F US E
S ND OU VE
A VI CE -VE R S A
ND .
1 I T ME A S A I NG “ WI T HOUT GI VI NG E XCUS E S /
NS Y NO”
A OLOGI Z I NG OR J T I F Y NG ONE S E LF .
P US I
1 I T A O ME A S E LF D I S CLOS UR E ---
LS NS
E XP R E S S I NG YOUR F E E LI NGS A WA S
ND NT
HONE S T LYWI T HOUT BE I NG E MOT I ONAL.