Ppt on customer service module 2
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- 2. Share an experience of Bad Customer Service 2
- 3. The most important person in any business. He 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 favour when they come in. We aren’t doing them a favour by serving them. 3
- 4. 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 satisfy them. Deserves the most courteous attention we can give them. They are the lifeblood of every business. 4
- 5. 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 5
- 6. 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 favour. If you resolve a complaint on the spot, 95% will do business again. 6
- 7. 9% 9% 13% 69% Others Product Dissatisfaction Better Prices Elsewhere Poor Service 7
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- 9. 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 and personal attention. 9
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- 11. G – Greet the Guest U – Understand Guest needs E – Explain features and benefits S – Suggest additional items T – Thank the Guest 11
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- 13. Good service is when the customer gets treatment that meets his/her expectations. Customer Expectation What Customer receives 13
- 14. GoodCustomer Service When the customer gets a little more than what he/she expected, Good Service becomes Excellent Service + Customer Expectation What Customer receives 14
- 15. Any point of interaction during which the Employee has an opportunity to form an Impression (negative or positive) about the Company through its services 15
- 16. Angry Customer Demanding Customer Passive Customer 16
- 17. A slight mistake has made the customer Aggressive. How to handle? Let the customer finish their complain. Don’t interrupt. Be firm and polite. 17
- 18. 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. 18
- 19. 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. 19
- 20. Keep smiling Make yourself presentable/well groomed Greet each customer as he/she enters your service area Make an eye contact when speaking to customer Be a good listener and show interest in what the customer is saying Don’t chat with other staff when customers are around 20
- 21. 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 all at once Apologize when something goes wrong Service a little more than they expect Use positive body language 21
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