The Bridge to Our Customers : The Bridge to Our Customers Customer Delight Objectives : 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… : YOU as a customer… Share an experience of Good Customer Service YOU as a customer… : YOU as a customer… Share an experience of Bad Customer Service Who are Customers? : Who are Customers? The most important person in any business.
Is not dependent on us. We are dependent on them.
Is not an interruption of our work, but the purpose of it.
Is part of our business – not an outsider.
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.
Is a person who comes to us with their needs and wants. It is our job to fill them.
Deserves the most courteous attention we can give them. They are the lifeblood of every business. Who are Customers? Facts about Customers : 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.
7 out of 10 complaining customers will do business with you again if you resolve the complaint in their favor.
If you resolve a complaint on the spot, 95% will do business again. Facts about Customers Why Customers leave? : Why Customers leave? What qualities are important to our customers? : What qualities are important to our customers? Accuracy
Honesty : 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 Customer Service - GUEST : Customer Service - GUEST G – Greet the customer
U – Understand customer needs
E – Explain features and benefits
S – Suggest additional items
T – Thank the customer Slide 13: Good, Bad, & Excellent Service Good Customer 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 Customer Service Bad Service is when customer gets treatment
which is less than his/her expectations Customer
Expectation What Customer receives Excellent Customer Service : 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 : Types of Customers Internal Customers
External Customers Internal Customer : 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 : 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 : 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 : 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 : The Service-Profit Chain Good Service – Satisfied
Customers Higher Sales High Revenue/
More profits Higher Incentives/Bonus to
Employees Service-oriented employees Customer Delight : Customer Delight 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 : 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 Complaint Handling Different Customers&Handling them : Different Customers&Handling them Angry Customer : Angry Customer A slight mistake has made this customer
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 : Demanding Customer The customer who wants more than you
can offer. They are not easily satisfied.
How to Handle?
Be firm yet polite
Avoid being too docile but not rude Passive Customer : Passive Customer The Customer who listens to you. Is quite
meek and extra polite. Will sound apologetic
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 The Killer Word Tips for Good Customer Service : Tips for Good Customer Service Smile
Make yourself presentable/well groomed
Greet each customer as he/she enters your service area
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
Apologize when something goes wrong
Service a little more than they expect
Use positive verbal & body language
Smile Tips for Good Customer Service Questions : Questions