4. IF WE DON’T TAKE CARE OF
OUR CUSTOMERS……………..
SOMEONE ELSE WILL
5. WHO IS A CUSTOMER ?
• A Customer is someone who makes
use of or receives the products or
services of an individual organization
and is willing to pay a price for the
satisfaction he gets from using the
product.
• The word derives from "custom,"
meaning "habit”.
6. A customer is part of our business - not an
outsider.
A customer is not just money in the cash
register.
He is a human being with feelings and deserves
to be treated with respect.
A customer deserves the most courteous
attention we can give him.
7. Who is our customer ?
• Not Necessarily those
who pay but…
8. All those ,whom we serve…
Paying Customer, Boss,
Colleagues with whom
we interact, Subordinate,
Wife, Children, Parents,
Relatives,
Neighbours,
Fellow Human beings,
Environment…
9. • Those who receive and use or are directly
affected by the products and services of the
organization. Customers include direct
recipients of products and services, internal
customers who produce services and products
for final recipients, and other organizations and
entities that interact with an organization to
produce products and services.
10. TYPES OF CUSTOMERS
• INTERNAL CUSTOMERS
• EXTERNAL CUSTOMERS
• NEW CUSTOMER
• REGULAR CUSTOMER
11. Internal customers work for the organisation, possibly in another
department or another branch.
E.G. - People working in different departments of the vendor's
organisation.
People working in different branches of the vendor's organisation.
12. ALWAYS RESPECT YOUR EMPLOYEES, CO WORKERS,
KEEP THEM HAPPY AND SATIAFIED
(By providing good work culture , good working conditions ,
good pay package , understanding their problems
DO NOT DO THIS TO YOUR INTERNAL CUSTOMER
13. • The Final Customer: the end user who use the
product or the service on a regular basis.
• For Example: anyone buying anything form a shop
would be the final customer not only for the seller
but also for the manufacturer.
14. What do Customers Want
?
Customers want a variety of responses from you.
Most of all, people want to be treated like human
beings. Some of what they want includes:
To be taken seriously.
To be treated with respect.
To get immediate action.
To gain compensation/restitution.
To have the party who wronged them reprimanded
or punished.
To clear up the problem so that it never happens
again.
To be listened to
15.
16. What is Customer Service?
“ is…retaining and gaining customers”
1. The expectation
that a product will
produce the
benefits promised
18. Who is a service
provider?
• One who provides a service for some
financial or other return
19. Why are some service
providers better than
others ?
• Because they care
for their customers,
satisfy their
customers needs
and wants and go a
step further to
delight the
customer.
20. What is service?
• It is the part of the product or the full
product for which the customer is willing to
see value and pay for it.
21. Characteristics of services
• INTANGIBLE: can’t be touched r sensed
• INSEPARABLE: interconnectedness of
customer and service provider
• HETEROGENEOUS: variation in consistency
from one service transaction to the next
• PERISHABLE: can’t be saved, reserved, stored
or inventoried
23. Why do we lose
customers?
3% move away due to boredom
5% develop other friendships
9% leave for competitive reasons
14% are unhappy with the “product
or a particular person
68% quit because of an attitude of
indifference from the owner, manager
or some employee
24. 10 Words NEVER to be
used in Customer Service
• Policy
• What?
• Listen
• Wait
• Should’ve
• No
• Can’t
• Impossible
• Wrong
• Why ?
