Types Of Customers
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CUSTOMER SERVICE
Types of Customers
Characteristics of the customers
Characteristics of the customers
Characteristics of the customers
SOLUTIONS TO HANDLING CUSTOMERS
Tough Customer LISTEN ALLOW HIM/HER TO TALK FIRST EXPRESS YOUR POINTS AS
SUGGESTIONS CLEARLY BE COURTEOUS BUT FIRM
Uncertain Customer MAINTAIN EYE CONTACT BREAK BARRIERS LISTEN ASK THE RIGHT QUESTIONS
Angry or Irate Customer BE ASSERTIVE-IN CONTROL- NOT ANGRY BE POLITE TO THE POINT CALM & CLEAR VOICE DON’T GIVE HOLLOW PROMISES EMPHASIZE
Knowledgeable Customer SATISFY HIS DESIRE FOR DETAIL NO FOOLING HIM
Friendly Customer Respond to Warmth and Hospitality Keep to Business
Why Service Matters 86 % of customers expect better services than
they did five years ago. 82% of customers will switch loyalty if better services are not given 97% switched loyalty due to bad customer service 35 % said that a mere ‘Sorry’ would have stopped from moving off. The cost of acquiring new customers is 5 times the cost of keeping old ones happy Old customers bring returns about 3 to 7 times more than to a new guest. Increasing customer retention by 5 % can raise profits by 25 to 30 % Reducing Customer problems by 1 % can increase profits a few crores over the years.
A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.
Types of Customers
Characteristics of the customers
Characteristics of the customers
Characteristics of the customers
SOLUTIONS TO HANDLING CUSTOMERS
Tough Customer LISTEN ALLOW HIM/HER TO TALK FIRST EXPRESS YOUR POINTS AS
SUGGESTIONS CLEARLY BE COURTEOUS BUT FIRM
Uncertain Customer MAINTAIN EYE CONTACT BREAK BARRIERS LISTEN ASK THE RIGHT QUESTIONS
Angry or Irate Customer BE ASSERTIVE-IN CONTROL- NOT ANGRY BE POLITE TO THE POINT CALM & CLEAR VOICE DON’T GIVE HOLLOW PROMISES EMPHASIZE
Knowledgeable Customer SATISFY HIS DESIRE FOR DETAIL NO FOOLING HIM
Friendly Customer Respond to Warmth and Hospitality Keep to Business
Why Service Matters 86 % of customers expect better services than
they did five years ago. 82% of customers will switch loyalty if better services are not given 97% switched loyalty due to bad customer service 35 % said that a mere ‘Sorry’ would have stopped from moving off. The cost of acquiring new customers is 5 times the cost of keeping old ones happy Old customers bring returns about 3 to 7 times more than to a new guest. Increasing customer retention by 5 % can raise profits by 25 to 30 % Reducing Customer problems by 1 % can increase profits a few crores over the years.
A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.
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