In this competitive world, you will find excellent products with excellent delivery system..then how can our business stand apart & create an edge over others? It is with exceptional, high quality & proactive customer service.

1. “At Your Service”

2. Objectives
 Develop Customer orientation
 Work for customer delight
 Ask focused questions,
 Listen and probe in a professional manner
 Various types of customers
 Handle irate & difficult customers
 “Moment of Truth”
 Types of Customer Service
 Over come challenges
 Small Talk
 Rapport Building
 Empathy
 Experience Sharing
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3. Who is a Customer
A Customer is a current or
potential buyer or user of the
product or services of an
individual or organization.

4. What is Customer Service?
A genuine concern for
your customer’s well-being &
strong desire to help your
customers solve their problems
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5. The Ten Commandments of Great Customer Service!
1) Use Common Sense
2) Follow up
3) Be knowledgeable
4) Never Assume
5) Avoid being trapped in negative mindset
6) Agree mutually on a solution
7) Read between the lines
8) Provide Complete & Accurate
Information
9) Asking probing Questions if necessary
10) Your attitude reflects in the tone of your
message
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6. Circle of Service
Why to keep customers satisfied?
•Treat them right, they’ll come back because
they like you
• If they like you, they’ll spend more money
• If they spend more money you want to
treat them better
• If you treat them better, they keep coming
back.

7. 77 %
Clients are unhappy due to
Poor Customer Service
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8. Why Customers Leave?
Poor Customer Service 77%
Dissatisfied 14%
Seek other Alternative 5%
Move Away 3%
Die 1%
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9. Impact of Customer Service
Resolving a complaint within 24 hours results in 96% retention.
Companies can boost profits 100% by retaining 5% more of their customers.
For each day of delay, it results in about 10% additional loss.
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10. Dimensions of customer service
Procedural Personal
Dimension Dimension
Quality Service
The procedural dimension of services consists of the systems
and procedures of the company to deliver products / services
The personal dimension of service consists of how the people
in the company interact with customers. This aspect covers their
attitudes, behaviours, communication and interpersonal relations

11. Were You Listening ???
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12. Asking the right question
 Open
 Probing
 Closed
 Reflective
 Hypothetical
 Multiple
 Leading.

13. The Funnel – Questioning Model

14. The RATER Model
• Responsiveness
– The timeliness of service and the willingness to help.
• Assurance
– Knowledge, courtesy and professionalism that build a customer's trust.
• Tangibles
– Physical aspects of a service experience
• Empathy
– Caring, individualized service that makes a customer feel valued.
• Reliability
– Performing the promised service dependably and accurately, keeping promises
and doing it right the first time.

15. Types of Customers
Assertive Passive Aggressive
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16. Assertive customers
• Assertive customers are positive on what
they want. They demand something which
they believe is rightfully theirs
• Respect is critical
• Ensure that you mirror a assertiveness
even when you cannot fulfill the request

17. Passive Customers
• The customer looks for guidance, listens to
you, may sound apologetic when
complaining
• Listen carefully and encourage them to talk
• Summarize and paraphrase
• Give plenty of assurances

18. Aggressive Customers
• The customer who wants more that you can offer.
• One who is not easily satisfied
• One who is irate
• Be assertive
• Use the pressure cooker method – allow the steam to settle
• Helpful phases …
 ‘I see what you mean.’
 ‘I would be as concerned as you are.’
 ‘Please give me a call if you have any more questions.’
 Do you see
 Always say what you can do…:
 I can…..
 I will…..
 Will you please…..?
 Could I ask you to….?
 Which means that….

19. Handling Irate customers
• L – listen
• E – Empathize
• A – Apologize
• P – Paraphrase
• S – Solution offered

20. The 4 C’s of Professionalism
Competence: Ability to perform assigned / allotted tasks satisfactorily
Commitment: Mental ownership of the task / work
Culture: Ways of working / relating to people
Consistency: Delivering quality & timely results each time with Care For Minor Details

21. Customer experience funnel
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22. Customers Profiling
Phlegmatic Choleric
• Knows your business better than you. • Very vocal and loves to pick up fights
• Sounds very disinterested. • Resists every effort put in to satisfy them.
• Difficult to get their reactions. • Will not hesitate to tell you what you’re doing
wrong.
• Require special attention but do not like being
asked lot of questions. • Talks constantly that can be annoying at times
• Very analytical and can pose difficult questions. • Dislike being interrupted and can be abusive at times
Sanguine
Melancholic
• Very co-operative and friendly.
• Totally dependant and doesn’t know anything.
• Will be satisfied and express his satisfaction.
• Not willing to help themselves.
• Recommend you to other people.
• Hard to know how to satisfy them.
• Can provide polite feedback to improve the services
• Silence is so deafening that it could be difficult to next time.
retain their attention.
• Willing to listen to you and appreciate the services.
• Will give vague answers which can be confusing.

23. Tier Zero Approach..
Phlegmatic Choleric
• Do not try to prove customer wrong. • Let them vent out their anger rather than being
• Be patient and maintain a friendly tone. defensive.
• Stay neutral and make them feel valued. • Be confident and do not give up on efforts.
• Listen carefully to them as they prefer speaking • Stay calm and don’t take comments personally.
less.. • Acknowledge what they say rather than hurting their
• Take ownership and provide a clear and concise self- esteem.
answers. • Do not interrupt but listen to them patiently.
Melancholic Sanguine
• Do not push or rush the customer. • Maintain the warm and friendly approach.
• Use confident tone to build trust. • Value their association with us..
• Use open probes to help them respond. • Be pro-active and read between the lines..
• Summarize the answers by quantifying and keep • Take the feedback politely and thank him for it. Also
them posted of what you are doing for them . assure them that you would take care of it.
• Acknowledge the customer’s expression of concern • Listen to their queries with equal interest and give
or confusion. regular verbal nods.

24. Service standards
American Airlines
• 85% of passengers should get a ticket in less than 5 minutes
• Phones to be answered within 20 seconds
• Plane doors to open within 70 seconds of plane stopping
• 85% of flights to land within 15 minutes of scheduled time
L.L.Bean – Specialty catalog company
• 99.89% service level
• 100% satisfaction guarantee – no questions
• 5.5 million orders processed : 4.5 days lead time

25. Service standards
Titan Industries
• 97% of watches booked for repair to be ready within 3 days
• 100% resolution within 15 days of booking
• Repeat returns within 6 months to be less than 0.1%
• 75% of watches booked to be repaired and delivered in 7 days
Pizza Corner
• No payment to be made if home delivery takes > 40 minutes
State Bank of India
• DD to be issued within 20 minutes of application

26. First Impression
Hey, he sounds Thank You for
pleasant ! Great ! calling XYZ. How
may I help you
today Sir?
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27. Moment of Truth…
• What is Moment of Truth?
It is an episode in which a customer comes into contact with any aspect of
the company and thereby has an opportunity to form an impression of it.
• What constitutes Moment of truth?
Body language, voice tone and the words used are important component
when customer comes in contact for the first time.
• How much time does it take to create ‘First Impression?’
We have at least 30 seconds to 4 minutes to establish the moment of
truth.

28. What empathy is like?
• Affinity
• Appreciation
• Compassion
• Insight
• Rapport
• Warmth
• Insight
• Comprehension
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29. Consumers are ready to pay 22% more
for good customer service
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30. Customers Pay Our Salary
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31. Be Proactive……Show Enthusiasm
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32. Customer is not your spouse
Do NOT vent your anger on your customer
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33. Do right. Do your best.
Treat others as you want
to be treated.
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34. Put Yourself in the customer’s Shoe
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35. Word of Mouth
Biggest Source of Advertisement
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36. Customers can hear your smile
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37. Let’s Share
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