Customer Service

Customer Service

Service With A Smile

Who Is A Customer? Someone to whom we provide service, product,or information

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Customer Service

Customer service is the set of behaviors that a business undertakes during its interaction with its customers.

What is Customer Service  Doing ordinary things extraordinarily well.  Going beyond what’s expected  Adding value to every interaction  Being at your best with every customer  Discovering new ways to delight  Taking care of the customer like you would take care of your grandmother.

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Trends - Personal Then

Now

• Personal goal security

• Personal goal rapid growth

• ‘Commodity’ products

• ‘Intellectual‘Products

Trends - Customers Then

Now

• Less informed

• Highly informed

• Less choices

• More choices

• Preference less dynamic

• Ever – changing preferences

Trends - Customers Then • Satisfied with low priced,mass produced product • Selection of a product mainly based on price

Now • Demands customized solution

• Selection of a product based on convenience and convergence

Trends - Corporate Then • Interested in Customer acquisition

Now • Interested in Customer insights, Relationship focus

• Profit on each sale • Profit on customer lifetime value

Trends - Corporate Then

Now

• Price based on cost of production

• Price based on perceived value

• Decision making based on logic.

• Decision making based on Synthesis

• Regular customer data not required

• Regular and speedy collections of customer data

What do customers expect from us?

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Golden rule of Human-Relationship Treat others the same way,

you want to be treated.

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Give your customers a “TREAT”

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TREAT • T rust • R esponsiveness • E mpathy • A ssurance • T angibles 13

TREAT • TRUST The ability to provide what was promised, dependably and accurately

“ I would like to go to a company which promises to do the work by a certain time.” “ I would like the company to show sincere interest in solving my problem.” “ I like a company which keeps me informed always.” 14

TREAT

• RESPONSIVENESS The willingness to help customers promptly “I would prefer a company whose employees give me prompt service.” “I prefer this company because the employees are always willing to help

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TREAT • EMPATHY The degree of caring and individual attention you show to customers “This company gives me individual attention.” “I always go to this company because they understand my specific needs.” 16

TREAT • ASSURANCE The knowledge and courtesy you show to customers, and your ability to convey trust, competence and confidence “I always visit this company because the employees instill confidence in me.” “I feel very safe in my transactions with this company.” 17

TREAT • TANGIBLES The physical facilities and equipment, and your own (and others’) appearance  “I like this company because they have modern looking equipments/ products.”  “The physical facilities are very appealing”  “I like this company as their employees appear neat always.”  “I prefer this store because they have convenient business hours.” 18

We want our customers to say

SERVICE S- SMILE E- EYE CONTACT R- RECOGNITION V VALUE CUSTOMER’S TIME I- INFORMED C- CLEAN E- EVERYONE

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Find a way to say “YES”

Always try to find a way to say”YES” Never say,”I don’t know”,say “I don’t know but I will find out for you” 21

REMEMBER You never tell or instruct a customer, instead you always ask him.

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And always say “Thank U” Warmly invite the customer to return “Thank you sir/ma’am ,do visit us again” “Thank you sir/ma’am we hope to see you soon” “Thank you sir/ma’am, have a nice day” “Thank you Mr Roy, have a Good Evening” 23

Thank customers for coming, invite again!

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