Customer centricite


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Customer centricite

  1. 1. The Bridge to Our Customers Customer Delight
  2. 2. Objectives  Understand the importance of Customer & Customer Service  Identify Internal & External customers  Understand Moment of Truth & Service-Profit Chain  Understand & create Customer Delight  Practice complaint handling skills  Tips to practice & demonstrate good customer service
  3. 3. YOU as a customer… Share an experience of Good Customer Service
  4. 4. YOU as a customer… Share an experience of Bad Customer Service
  5. 5. Who are Customers? • The most important person in any business. • Is not dependent on us. We are dependent on them. • Is not an interruption of our work, but the purpose of it. • Is part of our business – not an outsider. • Does us a favor when they come in. We aren’t doing them a favor by serving them.
  6. 6. • A customer is not just money in the cash register. They are human beings with feelings and deserve to be treated with respect. • Is a person who comes to us with their needs and wants. It is our job to fill them. • Deserves the most courteous attention we can give them. They are the lifeblood of every business. Who are Customers?
  7. 7. Facts about Customers  The Customer is the business’ biggest asset  The Customer pays all our salaries wages and bonuses  The customer will go where he/she receives the best attention  There is no profit, no growth, no jobs without the customer Hence, You must be your customers’ best choice!
  8. 8. • A typical dissatisfied customer will tell 8-10 people about their problem. • 7 out of 10 complaining customers will do business with you again if you resolve the complaint in their favor. • If you resolve a complaint on the spot, 95% will do business again. Facts about Customers
  9. 9. 9% 9% 13% 69% Others Product Dissatisfaction Better Prices Elsewhere Poor Service Why Customers leave?
  10. 10. What qualities are important to our customers?  Accuracy  Friendliness  Timeliness  Efficiency  Courtesy  Honesty
  11. 11.  Any or all interactions which the customer has with your organization while conducting business  It is the ability to provide a service or product in the way it has been promised  It is also about treating customers with respect, individuality, and personal attention Customer Service
  12. 12. Customer Service - GUEST  G – Greet the customer  U – Understand customer needs  E – Explain features and benefits  S – Suggest additional items  T – Thank the customer
  13. 13. Good, Bad, & Excellent Service
  14. 14. Good Customer Service Good service is when the customer gets treatment that meets his/her expectations. Customer Expectation What Customer receives
  15. 15. Bad Customer Service Bad Service is when customer gets treatment which is less than his/her expectations Customer Expectation What Customer receives
  16. 16. Excellent Customer Service When the customer gets a little more than what he/she expected, Good Service becomes Excellent Service Customer Expectation What Customer receives +
  17. 17. Types of Customers  Internal Customers  External Customers
  18. 18. Internal Customer An individual or a group of people you may Interact / serve within the organization Eg: IT, Cafeteria, Logistics, HR, Facilities, Housekeeping
  19. 19. External Customer Someone who comes to your organization for products or services – the end customer These customers depend on the timelines, quality, and accuracy of your organization’s work.
  20. 20. Moment of Truth Any point in interaction during which the Customer has an opportunity to form an Impression (negative or positive) about the Company through its services
  21. 21. Moment of Truth  When a moment of Truth for a customer has been a negative experience, it becomes a Moment of Misery  On the other hand, when the interaction has been extremely positive, it becomes a Moment of Magic for the customer
  22. 22. The Service-Profit Chain Good Service – Satisfied CustomersHigher Sales High Revenue/ More profits Higher Incentives/Bonus to Employees Service-oriented employees
  23. 23. Customer Delight
  24. 24. Customer Delight  Exceeding customers’ expectation is delighting customers  The customer reacts with a “wow” in return for the product/service  Every interaction with the customer has an opportunity to create delight  The challenge is to consistently maintain the delight factor
  25. 25. Complaint Handling  Appreciate/Thank the customer for sharing the complaint  Apologize for the error / mistake / inconvenience  Listen actively and nod from time to time showing interest  Show Empathy – Put yourself in the customer’s place
  26. 26.  Resolve, if it is within your control. If not, bring it to the notice of your supervisors  If not solved immediately, take down the customer’s details (name, telephone number, address) to contact with the solution  Do follow up till the customer is satisfied REMEMBER: Don’t take customers’ complaints personally Complaint Handling
  27. 27. Different Customers & Handling them
  28. 28. Angry Customer A slight mistake has made this customer Mad. How to handle?  Let the customer finish talking. Don’t interrupt. Use the pressure cooker method  Be firm and polite else they may not be happy
  29. 29. Demanding Customer The customer who wants more than you can offer. They are not easily satisfied. How to Handle?  Be firm yet polite  Be professional  Avoid being too docile but not rude
  30. 30. Passive Customer The Customer who listens to you. Is quite meek and extra polite. Will sound apologetic when complain. How to handle?  Listen carefully what they have to say  Sound professional and don’t brush them aside  Gain their confidence
  31. 31. BUT The Killer Word
  32. 32. Tips for Good Customer Service  Smile  Make yourself presentable/well groomed  Greet each customer as he/she enters your service area  Smile  Make any eye contact when speaking to customers  Be a good listener and show interest in what the customer is saying  Don’t chat with other staff when customers are around  Smile
  33. 33.  Identify & anticipate needs – Customers don’t just buy products/service; they buy good feelings & solutions  Make customers feel important & appreciated  Avoid rushing or doing too many things at once  Smile  Apologize when something goes wrong  Service a little more than they expect  Use positive verbal & body language  Smile Tips for Good Customer Service
  34. 34. Questions