Customer Delight
The Bridge to Our Customers
Objectives
Understand the importance of Customer & Customer Service
Identify Internal & External customers
Understand Moment of Truth & Service-Profit Chain
Understand & create Customer Delight
Practice complaint handling skills
Tips to practice & demonstrate good customer service
YOU as a customer… Share an experience of Good Customer Service
YOU as a customer… Share an experience of Bad Customer Service
Who are Customers? •
The most important person in any business.
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Is not dependent on us. We are dependent on them.
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Is not an interruption of our work, but the purpose of it.
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Is part of our business – not an outsider.
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Does us a favor when they come in. We aren’t doing them a favor by serving them.
Who are Customers? •
A customer is not just money in the cash register. They are human beings with feelings and deserve to be treated with respect.
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Is a person who comes to us with their needs and wants. It is our job to fill them.
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Deserves the most courteous attention we can give them. They are the lifeblood of every business.
Facts about Customers
The Customer is the business’ biggest asset
The Customer pays all our salaries wages and bonuses
The customer will go where he/she receives the best attention
There is no profit, no growth, no jobs without the customer
Hence, You must be your customers’ best choice!
Facts about Customers •
A typical dissatisfied customer will tell 8-10 people about their problem.
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7 out of 10 complaining customers will do business with you again if you resolve the complaint in their favor.
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If you resolve a complaint on the spot, 95% will do business again.
Why Customers leave? Poor Service
69%
13%
9% 9%
Product Dissatisfaction Others
Better Prices Elsewhere
What qualities are important to our customers? Accuracy Friendliness Timeliness Efficiency Courtesy Honesty
Customer Service
Any or all interactions which the customer has with your organization while conducting business
It is the ability to provide a service or product in the way it has been promised
It is also about treating customers with respect, individuality, and personal attention
Customer Service - GUEST
G – Greet the customer
U – Understand customer needs
E – Explain features and benefits
S – Suggest additional items
T – Thank the customer
Good, Bad, & Excellent Service
Good Customer Service Good service is when the customer gets treatment that meets his/her expectations.
Customer Expectation
What Customer receives
Bad Customer Service Bad Service is when customer gets treatment which is less than his/her expectations
Customer Expectation
What Customer receives
Excellent Customer Service When the customer gets a little more than what he/she expected, Good Service becomes Excellent Service
+ Customer Expectation
What Customer receives
Types of Customers
Internal Customers
External Customers
Internal Customer An individual or a group of people you may Interact / serve within the organization Eg: IT, Cafeteria, Logistics, HR, Facilities, Housekeeping
External Customer Someone who comes to your organization for products or services – the end customer These customers depend on the timelines, quality, and accuracy of your organization’s work.
Moment of Truth Any point in interaction during which the Customer has an opportunity to form an Impression (negative or positive) about the Company through its services
Moment of Truth
When a moment of Truth for a customer has been a negative experience, it becomes a Moment of Misery
On the other hand, when the interaction has been extremely positive, it becomes a Moment of Magic for the customer
The Service-Profit Chain Higher Incentives/Bonus to Employees High Revenue/ More profits
Higher Sales
Service-oriented employees
Good Service – Satisfied Customers
Customer Delight
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
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
Complaint Handling
Resolve, if it is within your control. If not, bring it to the notice of your supervisors
If not solved immediately, take down the customer’s details (name, telephone number, address) to contact with the solution
Do follow up till the customer is satisfied REMEMBER: Don’t take customers’ complaints personally
Different Customers & Handling them
Angry Customer A slight mistake has made this customer Mad. How to handle? Let the customer finish talking. Don’t interrupt. Use the pressure cooker method Be firm and polite else they may not be happy
Demanding Customer The customer who wants more than you can offer. They are not easily satisfied. How to Handle? Be firm yet polite Be professional Avoid being too docile but not rude
Passive Customer The Customer who listens to you. Is quite meek and extra polite. Will sound apologetic when complain. How to handle? Listen carefully what they have to say Sound professional and don’t brush them aside Gain their confidence
The Killer Word
BUT
Tips for Good Customer Service
Smile Make yourself presentable/well groomed Greet each customer as he/she enters your service area Smile Make any 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 Smile
Tips for Good Customer Service
Identify & anticipate needs – Customers don’t just buy products/service; they buy good feelings & solutions Make customers feel important & appreciated Avoid rushing or doing too many things at once Smile Apologize when something goes wrong Service a little more than they expect Use positive verbal & body language Smile
Questions