CUSTOMER SERVICE

DEFINITION OF CUSTOMERS:-

THE PERSON WHO AVAILS PRODUCTS & SERVICES OF AN ORGANISATION IS KNOWN AS CUSTOMER.

TYPES OF CUSTOMERS:-

INTERNAL CUSTOMERS (OWN EMPLOYEES OF THE ORGANISATION)

EXTERNAL CUSTOMERS (OTHER THAN OWN EMPLOYEES OF THE ORGANISATION

IMPORTANCE OF CUSTOMER:–

CUSTOMER IS MOST IMPORTANT PERSON IN ANY BUSINESS.

CUSTOMER IS NOT DEPENDENT ON US- WE ARE DEPENDENT ON THEM.

CUSTOMER IS NOT AN INTERRUPTION OF OUR WORK, BUT THE PURPOSE OF IT.

CUSTOMER 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.

OBJECTIVES:-

UNDERSTAND THE IMPORTANCE OF CUSTOMER & CUSTOMER SERVICE.

IDENTIFY INTERNAL & EXTERNAL CUSTOMERS.

UNDERSTAND & CREATE CUSTOMER DELIGHT.

PRACTICE COMPLAINT HANDLING SKILLS.

TIPS TO PRACTICE & DEMONSTRATE GOOD CUSTOMER SERVICE.

THE CUSTOMER IS THE BIGGEST ASSET OF THE BUSINESS

CAUSES OF CUSTOMERS LEAVING AN ORGANIZATION:-

CUSTOMERS LEAVE ANY ORGANIZATION DUE TO THE FOLLOWING REASONS: –

1% DIE.

            3% MOVE AWAY.

            5% DEVELOP OTHER RELATIONSHIPS.

            9% LEAVE FOR COMPETITIVE REASONS.

            14% ARE DISSATISFIED WITH PRODUCT OR SERVICE.

            68% LEAVE BECAUSE OF RUDE OR DISCOURTEOUS SERVICE

EXPECTATION OF THE CUSTOMERS :-

THE CUSTOMER EXPECTS THE PRODUCTS OR SERVICES FROM THE ORGANISATION WITH:

ACCURACY

FRIENDLINESS

TIMELINESS

EFFICIENCY

COURTESY

HONESTY

JOB KNOWLEDGE

 MOTIVATION TO SERVE

JUDGMENT

PERSUASIVENESS

PLANNING

RESILIENCE

SITUATION ANALYSIS

WORK STANDARD

CUSTOMER SERVICE:-

CUSTOMER SERVICE IS THE SUM TOTAL OF WHAT AN ORGANISATION DOES TO MEET CUSTOMER EXPECTATIONS AND PRODUCE CUSTOMER SATISFACTION.

IT IS DEFINED AS THE ABILITY TO PROVIDE A SERVICE OR PRODUCT IN THE WAY IT HAS BEEN PROMISED TO THE CUSTOMER BY TREATING HIM/HER CORDIALLY WITH RESPECT AND PERSONAL ATTENTION.

EFFECTIVE CUSTOMER SERVICE IS THE KEY TO SUCCESS FOR ANY ORGANIZATION.

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.

KEEPING DELIVERY COMMITMENTS.

CREATING CUSTOMER LOYALTY.

ENSURING SERVICE RELIABILITY.

TREATING CUSTOMERS IMPARTIALLY

CUSTOMER COMPLAINT:-

A SATISFIED CUSTOMER CAN ATTRACT 8-10 PERSONS FOR YOUR ORGANIZATION, BUT A DIS-SATISFIED CUSTOMER CAN TAKE AWAY 100 CUSTOMERS.

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.

HENCE, YOU MUST BE YOUR CUSTOMERS’ BEST CHOICE.

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.

LET THE CUSTOMER FINISH TALKING. DON’T INTERRUPT.

BE FIRM AND POLITE ELSE THEY MAY NOT BE HAPPY.

TIPS FOR EXCELLENT CUSTOMER SERVICE:-

MAKE YOU PRESENTABLE / WELL GROOMED.

GREET EACH CUSTOMER AS HE/SHE ENTERS YOUR SERVICE AREA.

MAKE 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.

IDENTIFY & ANTICIPATE NEEDS.

CUSTOMERS DON’T JUST BUY PRODUCTS / SERVICE – BUT THEY NEED GOOD FEELINGS & SOLUTIONS.

MAKE CUSTOMERS FEEL IMPORTANT & APPRECIATED.

AVOID RUSHING OR DOING TOO MANY THINGS AT ONCE.

 APOLOGIZE WHEN SOMETHING GOES WRONG.

 SERVICE A LITTLE MORE THAN THEY EXPECT.

USE POSITIVE VERBAL & BODY LANGUAGE.

TYPES OF CUSTOMER SERVICE:-

BAD, GOOD AND EXCELLENT

BAD CUSTOMER SERVICE: –

DEFINITION:-

BAD SERVICE HAPPENS WHEN CUSTOMER GETS TREATMENT TOWARDS PRODUCT OR SERVICE WHICH IS LESS THAN HIS / HER EXPECTATIONS.

GOOD CUSTOMER SERVICE:-

DEFINITION:-

GOOD SERVICE HAPPENS WHEN THE CUSTOMER GETS TREATMENT THAT MEETS HIS/HER EXPECTATIONS.

EXCELLENT CUSTOMER SERVICE:–

DEFINITION:-

WHEN THE CUSTOMER GETS A LITTLE MORE THAN WHAT HIS / HER EXPECTATION, GOOD SERVICE BECOMES EXCELLENT SERVICE.

THANKS.

PLEASE COMMENT IN COMMENT BOX.