CUSTOMER SERVICE
GOOD
CUSTOMER
SERVICE
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.
Who are Customers?
“There is only one boss, and whether a person shines shoes for a living
or heads up the biggest corporation in the world, the boss remains the
same. It is the customer! The customer is the person who pays
everyone’s salary and who decides whether a business is going to
succeed or fail. In fact, the customer can fire everybody in the
company from the chairman (CEO) on down, and he can do it simply
by spending his money somewhere else.
Literally everything we do, every concept perceived, every technology
developed and associate employed, is directed with this one objective
clearly in mind – pleasing the customer.”
Sam M. Walton, CEO Wal-Mart
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 fulfill them.
• Deserves the most courteous attention we can give them.
They are the lifeblood of every business.
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.
Why Customers leave?
Poor Service
69%
13% 9%
9%
Product Better Prices
Dissatisfaction Elsewhere
Others
What qualities are important to
our customers?
Poor Service
Accuracy
Friendliness 69%
Timeliness
Efficiency
Courtesy 13% 9%
9%
Honesty Product
Dissatisfaction
Better Prices
Elsewhere
Others
Customer Service
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 - GUEST
G – Greet the customer
U – Understand customer needs
E – Explain features and benefits
S – Suggest additional items
T – Thank the customer
Professional Qualities in
Customer Service
Professionals who constantly deal with customers (inside and outside the company)
need to strive for certain qualities to help them answer customer needs.
The professional qualities of customer service to be emphasized always relate to what
the customer wants. What this means is they are grading your customer service during
each transaction but you rarely know it. While there are a multitude of customer needs,
six basics needs stand out:
• Friendliness – the most basic and associated with courtesy and politeness.
• Empathy – the customer needs to know that the service provider appreciates their
wants and circumstances.
• Fairness – the customer wants to feel they receive adequate attention and
reasonable answers.
• Control – the customer wants to feel his/her wants and input has influence on the
outcome.
• Information – customers want to know about products and services but in a
pertinent and time-sensitive manner.
Helpful Reminders for Polite and
Friendly Responses
Wrong Approach Polite and Friendly Alternative
“I don’t know.” “I’ll find out.”
“No.” “What I can do is…”
“That’s not my job.” “Let me find the right person who
can help you with …”
“That’s not my fault.” “Let’s see what we can do about
this.”
“You want it by when?” “I’ll try my best.”
“Calm down.” “I’m sorry.”
“I’m busy right now.” “I’ll be with you in just a moment.”
“Call me back.” “I will call you back, what is your
telephone number.”
Types of Customers
Internal Customers
External Customers
Internal Customers
An individual or a group of people you may
Interact / serve within the organization
Eg.
IT,Sales,HR,Housekeeping,Finance, Training,Security
etc.
External Customers
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
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
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
Handling Different CUSTOMERS
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
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
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
Smile
Apologize when something goes wrong
Service a little more than they expect
Use positive verbal & body language
Smile
Questions
