Learning Resource

1. Humantalents International
Customer Care & Public Relations
Jayadeva de Silva
By the end of this training session you will understand the
importance of Customer Care and the part this plays in your role as a
trainer
Exercise /Ice breaker
 At one of a training seminar a participant who works at a deli
counter asked the following question
 "How do you politely deal with a customer who is talking on a
cell phone while you're trying to take their order?"
 What would you do ???
Quality Service and Customer Care
Customer care depends on four fundamental principles
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2. Humantalents International
1 The company is fully committed to providing excellent Customer
Care and the customer is the key focus throughout the Company.
2 All staff are aware of, and committed to, the vision of excellent
Customer Care.
3 All staff are trained to provide the highest – quality Customer Care.
4 Systems and procedures are designed to enhance Customer Care.
Remember
YOU NEVER GET A SECOND CHANCE
TO MAKE A FIRST IMPRESSION
What is Customer Care and Quality Service?
Customer Care and Quality Service is giving people a little bit more
than they expect.
Giving that little bit extra means:
 Keeping promises
 Showing interest in the personal experiences
 Acting in advance rather than waiting to be asked
 Remembering names
 Paying attention to detail, smiling first, looking people in the
eye…
 Acknowledging everyone you meet
 Saying that you can, not what you cannot do
Remember
Customer Service is a matter of inches not miles!
Customer Care and Quality Service really matters because of:
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3. Humantalents International
Greater competition within the industry
Higher customer expectations – if competitors raise their levels of
service, customers expectations are raised
The need to retain customers in order to build a profitable business
Remember
It costs five times more to get a new customer
Than to keep and existing one
We must cherish our loyal customers!
Why is Customer Care important? Some more reasons
The average business never hears from 96% of its unhappy
customers
For every one complaint received the average company has 26
customers who experienced a problem.
The average customer who has a problem with a company tells 10
other people.
It costs five times more to get a new customer than to keep an
existing one.
60% of the population now work in service industries – this makes
60%of the population are very particular about service!
Quality is remembered long after the price is forgotten
Then, What is Quality Service?
Quality refers to:
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4. Humantalents International
1 The quality of our Establishment – clean, modern and
attractive – a pleasant environment for “Working Out” and
working in.
2 The Quality of our Staff – people who are knowledgeable,
friendly and helpful; people who have the ability to perform well and
the flexibility to adapt to the challenges of working in a busy
environment.
3 The Quality of our Service – The quality of our services to meet
the needs of all our customers.
A person providing the excellent Service and Customer Care
has the following characteristics:
 A friendly disposition
 A positive attitude
 A prompt and appropriate response
 The ability to identify your needs in that situation
 A willingness to help
 A knowledge relating to all products
 An ability to communicate well
 A readiness to provide “that little extra something”
 Courtesy, concern and care
Customer Care and Quality Service is all about:
Treating customers with care, courtesy and efficiency
Following established systems and procedures effectively
Carrying out your job tasks effectively and getting them right first
time
Having a positive attitude towards work and customers
Setting high standards for the way you work
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5. Humantalents International
Why is it so important?
Customer Care and Quality Service is at the heart of all good service
oriented organizations.
Whether it is the local swimming pool or an organization like yours,
competition is keen.
Customer Care and Quality Service is good for the company.
Customer Care and Quality Service is good for our clients.
Quality Service is good for you!
Customer Care and Quality Service is more than a campaign for you
and your colleagues, it will become a guiding principle, which affects
everything that you do during the course of your working day.
Customer Care and Quality Service and YOU
The clients who come into to contact with your establishment want
more than the facilities we offer, they want to be treated well!
That is where you have an important contribution to make:
The service that you give to your customers depends very much
upon your attitude towards your work. Customer Care and Quality
Service thrives on a positive attitude.
Being Positive
The way that you approach your job, yourself, and other people has
a direct effect upon everything that you do.
It is the difference between waking up in the morning and thinking:
“I feel great today”
And
“Oh, another boring day!”
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6. Humantalents International
Ten tips to a positive attitude
 Be willing to learn new things about your job and your company.
 Show an interest in other people – members and colleagues.
 Cultivate a sense of humour, and get some fun out of your work.
 Try to be cheerful, even on bad days.
 Be punctual – good timekeeping is a measure of your reliability
 Take pride in your work, every task no matter how trivial it seems
is an important one.
 Get organized – plan ahead and make more time for your
priorities.
 Be a good listener – it is not easy as it sounds.
 Show willingness to help.
 Set goals for yourself and work hard to achieve them
Remember
The quality of your life – both inside and outside of work is
determined to a large extent by your attitude.
Customer Care and Quality Service thrives on a positive attitude.
Only YOU can control this!
Why is it important to be positive?
 Because if you feel good about yourself:
 You will tend to laugh off some of the things that tend to make
you feel down.
 You will have more enthusiasm for your job and for life in general.
 You will focus on what is good rather than what is not so good.
 You will work more efficiently.
 You will use your strengths and work on your weaknesses.
 You will criticize less and praise more.
 You will gain more job satisfaction.
 You will have better relationships with colleagues and members.
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7. Humantalents International
And what could be more important than that!
Customer Care and Quality Service and Clients
Ever heard comments like these?
“They are a miserable lot……..smile doesn’t cost much does it?”
“I asked what kind of service they offered…….and no – one seems
to know!”
“He was really rude…….said it wasn’t his department!”
“She said she would have a word with the manager about it and I
still haven’t heard a thing!”
You are probably familiar with the types of things people say when
they do not get good service – hopefully you will not hear them at
this establishment!
How to make clients come back
 Be pleasant to clients – even when you don’t feel like it.
 Deal courteously and promptly with clients’ queries.
 See problems as challenging and look for ways to overcome
them
 Learn as much as you can about the products and the services
we provide.
 Note all clients’ comments and suggestions.
 Keep clients informed at all times.
 Try not to take clients’ complaints personally.
 Provide service over the above and what clients expect from
you.
 Remember that each and every client you help, no matter who
you are, how new you are, what job you do – you are the
establishment!
Remember
The customer is the reason we are here
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8. Humantalents International
And not an interruption to our work
Putting yourself in Customers’ Shoes
•The thing that motivates people to return is the way we are treated
•Facilities attract people to use the company
•By positive feelings, created by your behavior, keep them coming
back
So remember
•Be on your best behavior
•Treat people, as you would expect to be treated
•Put your customers first…meet their needs
Understanding your customers
 We need to treat people as individuals
 We need to be proactive in the way we deliver Customer Care if
we are to remain competitive
 We need to put ourselves in our customers’ shoes – understanding
their needs and wants, meeting them and exceeding them when we
can
 We need to enjoy giving people a little more than they expect
Remember
“Our quality is remembered long after the price is forgotten”
People always remember experiences……….
Customer Care and Quality Service
And Colleagues Why is it important?
The quality of the service that you extend to your colleagues is just as
important as that given to the clients, for the following reasons:
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9. Humantalents International
It creates a better working atmosphere
It makes everybody’s job easier and more satisfying
The way you treat one another has direct repercussions on the way
you treat members
What is good for the member is good for everybody
Key Points
Customer Care and Quality Service is:
Being the best not one of the rest!
Giving people a little more than they expect!
Making the little things matter as much as the large!
Treating people as you wish to be treated yourself
Recognizing that what is good for the clients is good for colleagues
too!
Making sure our clients return – again, again, again!
Not so much a slogan, more a frame of mind!
A continuous process
Take a critical look at the way we do things – with a view to
improving the service we give to colleagues and to clients.
MOMENTS OF TRUTH
All Points of Customer Contacts are important and should be
managed well.
-Most successful people feel good about themselves
reverse is also true. If you want to be successful _feel good about
yourself
-Behaviour breeds behaviour
-Customer is always right
-Never argue with a customer. We can win the argument and loose
the customer.
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10. Humantalents International
Dimensions of Quality
Performance
Reliability
Dependability on after Sales Service
Perceived Value
TIME IS MONEY
A Revolutionary Change in Optimism
HALF OPEN or
HALF CLOSED
4 Psychological States
Mad
Sad
Scared
Glad
MOST IMPORTANT LAW IN CUSTOMER
SATISFACTION
 Set Realistic Expectations
 And Exceed Expectations
 Never Promise Anything That You Know Well You Cannot
Deliver
 Satisfied Customers Recommend You to Others .That Is The
Most Effective Form Of Advertising.
 Customer satisfaction
 Customer delight
 Customer Loyalty
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11. Humantalents International
How To Handle Angry Customers
 Learn to Listen
 Develop Empathy
 Tell What You are going to do
 Do it
Jayadeva de Silva
Jayadeva de Silva obtained Master’s degree in Science from Russian Friendship University
Moscow and Diploma in Personnel Management from National Institute of Business
Management( SriLanka). He is a fellow of both the Institute of Personnel Management IPM) and
Institute of Training & development.(SLITAD) He is also professionally qualified in training systems
& curriculum design with an ILO fellowship.
A strong advocate of Human Talents Development, Jayadeva is the Principal Consultant/Director
of humantalents Unlimited, a professional practice that provides training & consultancy in
Management. Jayadeva has carried out several consultancy projects and conducted numerous
management development programs/strategic planning workshops, and has been trained in many
modern management and leadership concepts. He has contributed articles (over 50) and authored
the trend setting book ‘Human Talents Management’.
He founded humantalents International and HRSriLanka virtual learning Groups. Jayadeva de
Silva functioned as Group Manager (Human Resources Development) of Hayleys Group of
Companies and Group Director–Human Resources of Brown & Co.
He also serves as a resource person for professional and Post graduate courses primarily in the
areas of HRM & HRD at Post graduate Institute, University of Peradeniya, University of Ruhuna,
ICFAI University (India), , SriLanka Foundation Institute IPM & SLITAD.
He is a past president of HRDGateway, an International organization of over 45,000 HR
Professionals worldwide. He is featured in the millennium registry of SriLankan personalities
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12. Humantalents International
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He can be contacted as follows
E mail djayadeva@gmail.com
Tel 011 2562449
077 7272295
Web humantalents@yahoogrops.com
Some of his publications are available for fee download from
www.slideshare.net/Jayadeva
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