The document discusses the importance of customer care. It defines customer care as feeling concern for customers and understanding their perspective. Customer care should be practiced at all levels of an organization and during all customer interactions, which are seen as "moments of truth" that can positively or negatively impact the company's reputation. Poor customer care can stem from issues like a lack of training or incentive. Good customer care requires skills like listening, communication, and assertiveness. Practicing excellent customer care leads to benefits like increased loyalty, reputation, satisfaction, and business performance. Overall, the document emphasizes that customer needs should be the top priority of any organization.

1. Importance of Customer care

2. Feeling concern and interest in someone who has entered a business to buy a product or obtain a service. This brings out the fact that a person can be a customer without having to spend money. Definition of Customer Care…

3. Customer care should start at the lowest level of the organization hierarchy and continue towards to the top most level. Customer care

4. Put yourself in the customers shoes; see the situation as they do. Basic rule of customer care…

5. Essentially, Moments of Truth are those contacts between companies and customers where a firm's reputation are at stake.“ “Moments of Truth”

6. Each time you meet with a customer, or potential customer, is a chance to make a positive impression on that person. These encounters can be described as "Moments of Truth". Moments of Truth

7. Lack of incentive Complacency Lack of support No real training Staff under pressure Poor knowledge No team spirit or motivation Lack of awareness Why does poor Customer Care happen?

9. Appearance

10. Communication-listening, talking, reading, writing

11. Observation of standards and body language

12. Assertiveness What skills do we need to use?

13. There are 8 main customer care skills that need to be displayed when serving the customer… Customer Care Skills

14. Appearance Observation Listening Body Language and Facial Expression Talking Assertiveness Attitude Behaviour

15. Do... Show empathy/concern Use their name if you can Listen Take notes Let them make their case Ask questions to clarify detail Confirm with them that you have got it right When dealing with a complaint…

16. Gather your version of events before replying Tell them what you propose to do Ensure they are happy See it as an opportunity to cement the relationship and encourage more business Do…

17. Feel good factor is high/enjoy going to work Improved reputation Return/ repeat business Fewer complaints Less stress for mgt and staff Greater job security Happy boss Improved team spirit, staff morale and motivation More enjoyable work atmosphere Greater staff loyalty and retention Improved communication within the business Greater chance of word of mouth advertising Benefits of excellent Customer Care

19. Strengthens reputation – enhances the image of the organisation and helps to attract new customers.

20. Customers are satisfied and happy – they have confidence in what they are purchasing and feel highly valued by the organisation (creates a sense of belonging!).

21. Employees in turn also feel highly motivated and valued resulting in a low staff turnover – shows competitors that the organisation is highly efficient in using its most precious resource.

22. Increased market share which gains the organisation a very strong competitive edge.Benefits of excellent Customer Care

23. IN ORDER TO ENSURE THE SUCCESS OF THE ORGANISATION IT IS IMPERATIVE THAT THE CUSTOMER LIES AT THE HEART OF EVERYTHING THEY DO!

24. Presented By -- PRASHANT JAIN PGDM (IB) Thank you