Customer Delight

The Bridge to Our Customers

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 arent doing them a favor by serving them.

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 fill 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 Dissatisfaction Others

Better Prices Elsewhere

What qualities are important to our customers?

Accuracy Friendliness Timeliness Efficiency Courtesy Honesty

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

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

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 organizations 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

Higher Incentives/Bonus to Employees High Revenue/ More profits

Service-oriented employees

Higher Sales

Good Service Satisfied Customers

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 customers 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 customers details (name, telephone number, address) to contact with the solution Do follow up till the customer is satisfied REMEMBER: Dont take customers complaints personally

Different Customers & Handling them

Angry Customer
A slight mistake has made this customer Mad. How to handle? Let the customer finish talking. Dont 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 dont brush them aside Gain their confidence

The Killer Word

BUT

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 Dont chat with other staff when customers are around Smile

Tips for Good Customer Service

Identify & anticipate needs Customers dont 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