earn smile by walking and extra mile!

PROPRIETARY OF Global ACTTM

Copyright © 2015 Global ACT™. All Rights Reserved.

Global ACT is proudly presents its Training

Program on…..



CUSTOMER SERVICE



ObjectivesBy the end of this session, you will be able

to:

•Define customer service•Define the importance of customer service•Define the ways and qualities to provide excellent customer service



Customer ServiceCustomer service includes all the activities an organisation carries out to ensure customer

satisfaction. Excellent customer service means putting the customer first.

There is only one boss in customer service.

Whether the person shines shoes for a living or heads the biggest corporation in the world, the

boss remains the same – It is the customer.



Customers’ Expectations

How do you expect to be treated as a customer?



How do customers evaluate service quality?



Reliability

Assurance

Tangibles

Empathetic

Responsive

The RATER Table……..



Impact of Service Experiences

Customers

Good ExperienceBad Experience

Complain

Spread the Bad WordTalk to Other People

Get More Customers for Your Company

v

Pull Customers Away from Your Company



Our Customers

A customer is any person who buys or intends to buy our products or use our

service.



Customer Service Responsibility

Who is responsible for customer service?

YOU!

I&FR Engineer

I&FR Engineer I&FR Engineer



Let Us DiscussDeepak, an I&FR engineer, attends to the customers with a smile. He starts conversations, listens attentively and encourages customers to ask questions about the broadband connection and other products available with Airtel. He works hard and is respectful and truthful while doing any transaction.

He always thanks the customers and wishes them a good day when he leaves Customer premises. Customers are always happy with him.



Benefits of Good Customer Service

Build Customer Loyalty

Create Positive Brand Image

Increase Sales

Increase Profits

Benefits of Good Customer Service



Professional Qualities

The professional qualities of customer service always relate to what the customer wants.

Following are the qualities an advisor must possess to ensure excellent customer services:

• Friendliness• Empathy• Fairness• Control• Information



Tips for Excellent Service

Smile

Your looks Posture

Eye contac

t

Gesture

Observation Attentive

Personal space

Handshake Tone of

voice



Discussion


Specially Designed for <Name of the Client>

Thank You

earn smile by walking and extra mile!

Self Improvement