Types Of Customers
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The document provides guidance on how to handle different types of customers in a service environment. It discusses how to effectively deal with tough, uncertain, angry, knowledgeable, and friendly customers. Key recommendations include listening actively, maintaining eye contact, keeping calm and clear communication, and tailoring your level of detail to the customer. The document also stresses the importance of customer service, noting statistics on customer loyalty, retention, and profits that can be impacted by service quality.
Types Of Customers
- 5. Characteristics of the customers
- 6. Characteristics of the customers
- 7. Characteristics of the customers
- 9. Tough Customer LISTEN ALLOW HIM/HER TO TALK FIRST EXPRESS YOUR POINTS AS SUGGESTIONS CLEARLY BE COURTEOUS BUT FIRM
- 10. Uncertain Customer MAINTAIN EYE CONTACT BREAK BARRIERS LISTEN ASK THE RIGHT QUESTIONS
- 11. Angry or Irate Customer BE ASSERTIVE-IN CONTROL- NOT ANGRY BE POLITE TO THE POINT CALM & CLEAR VOICE DON’T GIVE HOLLOW PROMISES EMPHASIZE
- 12. Knowledgeable Customer SATISFY HIS DESIRE FOR DETAIL NO FOOLING HIM
- 13. Friendly Customer Respond to Warmth and Hospitality Keep to Business
- 14. 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.
- 15. 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.