1.
Objectives <ul><ul><li>Understand the importance of Customer and Customer service </li></ul></ul><ul><ul><li>Understand Moment of Truth and Service-Profit Chain </li></ul></ul><ul><ul><li>Understand and create Customer Delight </li></ul></ul><ul><ul><li>Practice Complaints and Handling Skills </li></ul></ul><ul><ul><li>Tips to practice and demonstrate a good customer service </li></ul></ul>

2.
Customer Delight <ul><li>The Bridge to our customers </li></ul><ul><ul><li>Exceeding customers expectations is Delighting Customers. </li></ul></ul><ul><ul><li>The customer reacts with a “wow “ in return of a product or services. </li></ul></ul><ul><ul><li>Every interaction with the customer has a opportunity to create a delight . </li></ul></ul>

3.
You as an Customer Share an Experience of Good Customer Service

4.
You as an Customer Share an Experience of Bad Customer Service

5.
Who are Customers? <ul><ul><li>The most important person in any business. </li></ul></ul><ul><ul><li>Is not dependent upon us. We are dependent upon them. </li></ul></ul><ul><ul><li>Is not an interruption in our work, but the purpose of it. </li></ul></ul><ul><ul><li>They do us a favor when they come in. We are not doing them a favor by serving them. </li></ul></ul><ul><ul><li>A customer is not just money in the our account. They are human beings with feelings and deserves to be treated respectfully. </li></ul></ul><ul><ul><li>Is a person who comes to us with their wants and needs, its our job to fulfill them </li></ul></ul><ul><ul><li>Deserves the most courteous attention </li></ul></ul>

6.
Facts about Customers <ul><ul><li>The customers are the biggest asset of our business. </li></ul></ul><ul><ul><li>The customers pays all our salaries, wages and bonuses. </li></ul></ul><ul><ul><li>The customer will go where he receives the best attention. </li></ul></ul><ul><ul><li>There is no profits ,no growths and no jobs without customers. </li></ul></ul><ul><li>Hence, you must be your customers best choice </li></ul>

7.
Facts about Customers <ul><ul><li>Across all industries,50% of consumers complaint about problems to a front line persons. The chances are high that most of the problems will never reported to the manufacturers. </li></ul></ul><ul><ul><li>7 out of 10 complaining customers will do business with you again, if you resolve the complaint in their favor. </li></ul></ul><ul><ul><li>If you resolve the complaints on the spot,95% will do business again. </li></ul></ul>

8.
Facts about Customers <ul><ul><li>A typical dissatisfied customer will tell 8-10 people about their problems. </li></ul></ul><ul><ul><li>7 out of 10complainig customers will do business with you again, if you resolve the complaint in their favor. </li></ul></ul><ul><ul><li>If you resolve the complaints on the spot,95% will do business again. </li></ul></ul>

9.
Why Customers Leave?

10.
What is important to customer? <ul><ul><li>Accuracy </li></ul></ul><ul><ul><li>Efficiency </li></ul></ul><ul><ul><li>Courtesy </li></ul></ul><ul><ul><li>Friendliness </li></ul></ul><ul><ul><li>Honesty </li></ul></ul>

11.
Why customer service is important ? <ul><li>Anybody can copy your product and delivering method but no one can copy your service mindset. </li></ul>

12.
Customer Service <ul><ul><li>Any or all interactions which the customer has with our organization while conducting business </li></ul></ul><ul><ul><li>It’s an ability to provide a service or product in the way its has been promised </li></ul></ul>

13.
Customer Service Customer is a Guest G-greet the customer U-understand the customer’s needs E-explain features and benefits S-suggest additional terms T-thankful to customer

14.
Good Customer Service When the customer gets treatment that’s meet his expectations .

15.
Bad Customer Service When the customer gets treatment that is less than his expectations .

16.
Excellent Customer Service When a customer gets little more than what he expected, Good Services becomes Excellent .

17.
Moment of Truth <ul><ul><li>A “Moment of Truth” is the interaction between the customer and the customer service provider which leaves a lasting impression on the customer...positive or negative! It truly makes the difference in your success or failure. </li></ul></ul>

18.
Service Profit Chain

19.
Do’s and Don’ts of Customer Services Do’s Dont’s Listen attentively Take people for granted Product knowledge Use Jargons Always provide what you promise Give short/clipped answers Assume that customer tells you the truth Speak Fast Never point out customers mistakes Assume Never argue Make sure your solution is acceptable for them

20.
Complaint Handling <ul><ul><li>Appreciate / Thank the Customer for sharing the complaint. </li></ul></ul><ul><ul><li>Apologize for the error /mistake/inconvenience. </li></ul></ul><ul><ul><li>Take ownership to resolve the issue. </li></ul></ul><ul><ul><li>Never promise that you cannot do. </li></ul></ul>

21.
Things to Remember <ul><ul><li>Customers don’t just buy products/services ,They also buy good feelings and solution. </li></ul></ul><ul><ul><li>Make customer feel important and appreciated. </li></ul></ul><ul><ul><li>Avoid rushing or doing too many things. </li></ul></ul><ul><ul><li>Apologize when something goes wrong. </li></ul></ul><ul><ul><li>Service a little more than they expect. </li></ul></ul><ul><ul><li>Use positive verbal and body language . </li></ul></ul>