The Bridge to Our Customers

Customer Delight

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…

Share an experience of Good Customer Service

YOU as a customer…

Share an experience of Bad Customer Service

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.

• 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

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!

• 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

9%9%

13%

69%

Others

Product Dissatisfaction

Better Prices Elsewhere

Poor Service

Why Customers leave?

What qualities are important to our customers?

Accuracy Friendliness Timeliness Efficiency Courtesy 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

G – Greet the customer

U – Understand customer needs

E – Explain features and benefits

S – Suggest additional items

T – Thank the customer

Good, Bad, & Excellent 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 Service is when customer gets treatment

which is less than his/her expectations

Customer Expectation

What Customer receives

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

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Types of Customers

Internal Customers

External Customers

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

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

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

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

Good Service – SatisfiedCustomersHigher Sales

High Revenue/More profits

Higher Incentives/Bonus toEmployees

Service-oriented employees

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

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

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

Angry Customer

A slight mistake has made this customer

Mad.

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

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

Passive Customer

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

BUT

The Killer Word

Tips for Good Customer Service

Smile Make yourself presentable/well groomed Greet each customer as he/she enters your service area Smile 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

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 Smile Apologize when something goes wrong Service a little more than they expect Use positive verbal & body language Smile

Tips for Good Customer Service

Questions