Issues Billing Problem , MRP Mismatch, Item not found, Offer Not updated , Wrong Billing Double-billing Scanning

Issue Price tag(barcode) missing Cash Change Issue One Packers Or support cashier Free Item With Product Missing

Ave billing speed 10 item in 6 sec At Billing System On But Billing not started MRP Mismatch Item Not Found Offer Not Updated Double Barcode in a single Product Scanning Issue Price Tag (Barcode) Missing

Post Billing Double Billing No Change in Cash Transaction Packer Not available Debit Card EDC Machine not Available in the till

Carry bags of Correct Size not available Cashier Is new & cannot Answer the Queries CSD Executive Is Not able to Clear the Customer Doubt Offer Confusion Near Exit After Biiling Bag Beeps at the Exit Checklist For Cashier Before Opening cash till BIS

How To solve Once Issue Found, to ensure that the stocks are Removed from the Floor

Time line

Once Identified Ensure Barcode is found & Fresh Barcode are put ensure that when the Crowd is there There are support staff for packing Pack All the Free Item

2 Hrs

Dept To Check Offer Reflecting In one Cash till But not in other

eed 10 item in 6 sec

t Billing not started Once the Issue is found By Cashier, To inform the Dept. on the Same, In the Mean while Check If Alt code is Availab It is of 2 reason, One Idoc not Updated & Other Product Have Wrong EAN, These need to be Checked by Logistics o Once Found, to check If these is due to wrong offer communication or Multiple item, with different flavour Kept at Once the issue is found , take the plane barcode & paste it in the wrong code or cross the code ina way that it shou Product not getting Scanned, due to Old barcode /Other Reason Need to check while receiving & its Should be a routine for staff to check the Tag missing Article & ensured that th

These might happen due to cashier mistake due to double scan or Two different product having same code. Cashie Cash Transaction

C Machine not Available in the till

Correct Size not available w & cannot Answer the Queries Is Not able to Clear the Customer Doubt

ag Beeps at the Exit

Cashier Before Opening cash till

Issue

WHY is it Happening

How to resolve

eck If Alt code is Available, If Yes take the Barcode Print & Put in the Item, If no Collate the detail & mail to category For updat e Checked by Logistics or the Receiving Team, By Doing the Scan check in logistics. & If issue found The stock Need to Kept in different flavour Kept at the same place, Offer is deleted / Changed. If Offer deleted pls remove the signages, & daily check the ode ina way that it should not scan. To not repeat the same, should train a person on receiving the product & he need to chec

Article & ensured that the Tagd are updated

aving same code. Cashier need to be Trained Before & well informed of the issue before, so that he might check the same.

l & mail to category For updating . In the mean time till price is updated Remove from Floor nd The stock Need to Kept in logistics & Send to floor After the Updation the signages, & daily check the offer product selling price in pos Morning Before customer Entry. the product & he need to check these issue in logistics while receiving & ensure that the issue are resolved then & by putting a

he might check the same.

re resolved then & by putting a blank barcode & then taken to the floor.

Customer Services and Retail Selling

Learning Objectives :

1 Learning Objectives Explain why customer service is so important in retailing. Describe the various customer serv

Learning Objectives :
2 Learning Objectives Describe the various management problems involved in retail selling, salesperson selection,

Customer Service :

3 Customer Service Merchandise Management Building and Fixture Management Promotion Management Price M

Customer Service :

4 Customer Service High-Quality Service is the type of service that meets or exceeds customers expectations. Rel

A Shoppers Wish :

5 A Shoppers Wish Please Let me find a parking place near the store Do not let me pay too much Have the sale

The Cross Shopping Trend :

6 The Cross Shopping Trend

Customer Service :

7 Customer Service High-performance retailers can develop relationships with their customers by offering two bene

Three Basic Tasks of Retailing :

8 Three Basic Tasks of Retailing

Customer Service :

9 Customer Service Customer Service consists of all those activities performed by the retailer that influence (1) the

Customer Service :

10 Customer Service Merchandise Management: Keep in stock the merchandise a customer wants. Building and F

Customer Service :

11 Customer Service Price Management: Clearly marked and visible; fair, honest, and straightforward; and true pric

Customer Service :

12 Customer Service Questions to assess whether a retailers promotion is serving the customer: Is the advertising

Customer Service :

13 Customer Service Nordstrom, by providing high-quality customer service, has become a leader in relationship re

Common Customer Services :

14 Common Customer Services Pretransaction Services Transaction Services Posttransaction Services

Common Customer Services :

15 Common Customer Services Pretransaction Services are services provided to the customer prior to entering the

Common Customer Services :

16 Common Customer Services Transaction Services are services provided to customers when they are in the stor

Common Customer Services :

17 Common Customer Services Personal Shopping occurs when an individual who is a professional shopper perfor

Posttransaction Services :

18 Posttransaction Services Posttransaction Services are services provided to customers after they have purchase

Retailing Truism :
19 Retailing Truism A retailers job isnt over when the cash registers bell rings.

Six Rules to Follow WhenHandling a Customers Complaint :

20 Six Rules to Follow WhenHandling a Customers Complaint Acknowledge the importance of the customer. Befor

Six Rules to Follow WhenHandling a Customers Complaint :

21 Six Rules to Follow WhenHandling a Customers Complaint Think of all possible solutions. Using your creative p

Determining Customer Service Levels :

22 Determining Customer Service Levels Retailers Characteristics include store location, store size, and store type

Factors to be Considered WhenDetermining Customer Services to Offer :

23 Factors to be Considered WhenDetermining Customer Services to Offer Customer Service Mix Type of Merchan

How the Retailers Salesforce Meets the Expectations of Both Vendors and Customers :

24 How the Retailers Salesforce Meets the Expectations of Both Vendors and Customers Vendors Expectations C

Question to Ponder :

25 Question to Ponder How can e-tailers differentiate themselves from other e-tailers, brick & click retailers, and bri

Retail Sales Management :

26 Retail Sales Management Types of Retail Selling Salesperson Selection Salesperson Training Evaluation of Sal

Retail Sales Management :

27 Retail Sales Management Types of Retail Selling it is generally true that: Retailers with high margins and high le

Retail Sales Management :

28 Retail Sales Management Salesperson Selection: Criteria Predictors Demographics Personality Knowledge and

Retail Sales Management :

29 Retail Sales Management Salesperson Training: the most important skill the retailer can teach is common custo

Retail Sales Management :

30 Retail Sales Management Customer Choice Criteria No active product choice criteria Inadequate or vague choic

Customer Types: Defensive :

31 Customer Types: Defensive Characteristics Doesnt trust any salesperson. Resists communication as they a hav

Customer Types: Interrupter :

32 Customer Types: Interrupter Recommendations Dont waste time, move quickly and firmly from one sales point

Customer Types: Decisive :

33 Customer Types: Decisive Characteristics Recommendations Confident in their ability to make decisions and sta

Customer Types: Indecisive :

34 Customer Types: Indecisive Recommendations Avoid becoming frustrated yourself. Determine as early as poss

Customer Types: Sociable :

35 Customer Types: Sociable Recommendations You have to wait out these customers. Listen for points in convers

Customer Types: Impulsive :

36 Customer Types: Impulsive Characteristics Quick to make decisions. Impatient, just as likely to walk out as they

Evaluation of Salespeople :

37 Evaluation of Salespeople Performance Standards Conversion Rate is the percentage of shoppers that enter the

The Retail Sales Process :

38 The Retail Sales Process Prospecting is the process of locating or identifying potential customers that have the

Selling Process in the Retail Environment :

39 Selling Process in the Retail Environment

Selling Process in the Retail Environment :

40 Selling Process in the Retail Environment

Selling Process in the Retail Environment :

41 Selling Process in the Retail Environment

Selling Process in the Retail Environment :

42 Selling Process in the Retail Environment

Selling Process in the Retail Environment :

43 Selling Process in the Retail Environment

Estee Lauder Training Materials :

44 Estee Lauder Training Materials Build a Rapport Repeat what the customer says back in your own words to sho

Estee Lauder Training Materials :

45 Estee Lauder Training Materials Lay a Foundation Hold each product the customers has viewed, explain it and h

Estee Lauder Training Materials :

46 Estee Lauder Training Materials Dont Give Up If a customer objects to a products price, dont give up. A custo

Some Closing Signals theSalesperson Should Be on the Lookout For :

47 Some Closing Signals theSalesperson Should Be on the Lookout For The customer reexamines the product car

Some Closing Signals theSalesperson Should Be on the Lookout For :

48 Some Closing Signals theSalesperson Should Be on the Lookout For The customer asks the following questions

Characteristics of a Top Retail Salesperson :

49 Characteristics of a Top Retail Salesperson 1. BELIEVE IN YOURSELF: A retail salesperson must have that sel

Characteristics of a Top Retail Salesperson :

50 Characteristics of a Top Retail Salesperson 2. BE WILLING TO WORK HARD: Retail selling is really a job dema

Characteristics of a Top Retail Salesperson :

51 Characteristics of a Top Retail Salesperson 3. HAVE PERSEVERANCE: The person that has the ability to perse

Characteristics of a Top Retail Salesperson :

52 Characteristics of a Top Retail Salesperson 4. HAVE RESPECT FOR THE CUSTOMERS GOOD SENSE: Don

Characteristics of a Top Retail Salesperson :

53 Characteristics of a Top Retail Salesperson 5. BE FLEXIBLE: The ability to adjust to the ever-changing needs o

Characteristics of a Top Retail Salesperson :

54 Characteristics of a Top Retail Salesperson 6. BE DECISIVE: No two selling situations are the same. The ability

Characteristics of a Top Retail Salesperson :

55 Characteristics of a Top Retail Salesperson 7. BE ABLE TO HANDLE STRESS: The retail salesperson must be

The Customer Service and Sales Enhancement Audit :

56 The Customer Service and Sales Enhancement Audit Customer Service and Sales Enhancement Audit provides

The Customer Service and Sales Enhancement Audit :

57 The Customer Service and Sales Enhancement Audit Basic Service: Customer contact Salesperson-initiated co

The Customer Service and Sales Enhancement Audit :

58 The Customer Service and Sales Enhancement Audit Sales Enhancement: Impulse purchasing Walkouts

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cribe the various customer services that a retailer can offer. Explain how a retailer should determine which services to offer.

selling, salesperson selection, training and evaluation. Describe the retail selling process. Understand the importance of a cus

romotion Management Price Management Credit Management A Recap

s customers expectations. Relationship Retailing comprises all the activities designed to attract, retain, and enhance long-term

me pay too much Have the sales staff pretend that they care Do not make me have to return anything Get me in and out as fas

customers by offering two benefits: Financial benefits that increase the customers satisfaction. Social benefits that increase th

he retailer that influence (1) the ease with which a potential customer can shop or learn about the stores offering, (2) the ease

ustomer wants. Building and Fixture Management: Heating and cooling; availability of parking spaces; ease of finding merchan

nd straightforward; and true price of credit. Credit Management: Both in-house and bank card, should also be integrated into th

he customer: Is the advertising informative and helpful? Does the advertising provide all the information the consumer needs?

come a leader in relationship retailing and has many loyal long-term customers.

ransaction Services

e customer prior to entering the store. Convenient Hours Information Aids

omers when they are in the store shopping and transacting business. Credit Layaway Gift Wrapping and Packaging Check Cas

s a professional shopper performs the shopping role for another; very upscale department and specialty stores offer personal s

mers after they have purchased merchandise or services. Complaint Handling Merchandise Returns Servicing and Repair Deli

portance of the customer. Before the customer even begins to explain his or her problem, acknowledge that the customer is im

solutions. Using your creative powers, think of all possible, even wild, solutions that could remedy the problem. Agree on the so

ation, store size, and store type. Competition: Services offered by competitors will have a significant effect on the level and var

er Service Mix Type of Merchandise Handled Price Image of Store Services Offered by the Competition Retailers Characterist

ustomers :

omers Vendors Expectations Customers Expectations Retailers Sales Force Retailer will: Promote the product Make product

s, brick & click retailers, and brick & mortar retailers based on service assortment?

rson Training Evaluation of Salespeople

s with high margins and high levels of customer service place more emphasis on order getting. Those with low margins and a l

ics Personality Knowledge and intelligence Experience

ler can teach is common customer courtesy. Retailers Policies Merchandise: retailer may suggest becoming familiar with the c

eria Inadequate or vague choice criteria Choice criteria in conflict Explicit choice criteria

ts communication as they a have a dislike of others. Generally uncooperative and will explode at slightest provocation. Recomm

and firmly from one sales point to another. Avoid overkill since they know what they want. Characteristics Intense, impatient per

bility to make decisions and stay with them. Open to new ideas but wants brevity. Highly motivated by self-pride. No canned pr

elf. Determine as early as possible the need and concentrate on that. Avoid presenting customer with too many alternatives. St

ers. Listen for points in conversation where you can interject products merits. Pressure close is out. Subtle friendly close need

ust as likely to walk out as they were to walk in. Recommendations Close as rapidly as possible. Avoid any useless interaction.

ntage of shoppers that enter the store that are converted to purchasers. Sales per hour Use of time Data Requirements

ential customers that have the ability and willingness to purchase your product. Approach Sales Presentation Closing the Sale

back in your own words to show her you understand her needs. Advisers should make eye contact and hold a product as if it

ers has viewed, explain it and hand it to her. She will already feel like it is hers. Advisers should encourage the customer to ret

s price, dont give up. A customer objection is a sign of interest, the manual says, Advisers should first empathize and then l

mer reexamines the product carefully. The customer tries on the product (i.e., trying on a sport coat or strapping on a wristwatch

mer asks the following questions: Does this come in any other colors? Do you accept Discover cards? Can you deliver this tomo

salesperson must have that self-confidence to keep going when everything is going wrong. After all, your customers will believ

Retail selling is really a job demanding hard work if you are going to be good. Dont waste time when customers arent in the sto

son that has the ability to persevere and take ups and downs of selling in stride will find an increasing number of opportunities.

TOMERS GOOD SENSE: Dont try to trick the customer. You might win the battle by getting the sale, however, you will lose no

t to the ever-changing needs of the situation calls for flexibility. The salesperson must have the willingness and enthusiasm to

ations are the same. The ability to make rapid decisions, and to render judgments, and take action until the sale is completed is

The retail salesperson must be able to perform consistently under pressure and to thrive on constant change and challenge. Th

es Enhancement Audit provides management with a detailed analysis of current sales activity by location and by selling area. Id

ontact Salesperson-initiated contact Customer acknowledgement Salesmanship: Merchandise knowledge Needs clarification A

se purchasing Walkouts

euser... - 16 views www.facebook.com - 13 views webcache.googleuserc... - 4 views stmatrinitat.org - 1 views moon.mybionx.n

mine which services to offer.

rstand the importance of a customer service audit.

, retain, and enhance long-term relationships with customers.

ything Get me in and out as fast as possible Do note make me have to wait in line to make my purchase Let this experience be

Social benefits that increase the retailers social experience with the customer.

e stores offering, (2) the ease with which a transaction can be completed once the customer attempts to make a purchase, an

paces; ease of finding merchandise; layout and arrangement of fixtures; placement of restrooms and lounge areas; location of

hould also be integrated into the customer service program.

ormation the consumer needs? Are the salespeople helpful and informative? Are the salespeople friendly and courteous? Are t

ping and Packaging Check Cashing Personal Shopping Merchandise Availability Personal Selling Sales Transaction

specialty stores offer personal shoppers to their clients. Dwell Time refers to the amount of time a consumer must spend waitin

turns Servicing and Repair Delivery

owledge that the customer is important by telling him or her that you are there to help. Try to ease the customers frustration. Un

dy the problem. Agree on the solution. Determine the solution that is fair to both parties and then have both parties agree to it.

cant effect on the level and variety of customer services offered. Type of Merchandise can be an indication of the types of serv

mpetition Retailers Characteristics Cost of Providing Service Income of Target Market

mote the product Make product visible Be knowledgeable about its use Provide necessary service Retailer will: Offer high qualit

Those with low margins and a low customer service policy tend to emphasize order taking.

est becoming familiar with the competitors offerings and their strengths and weaknesses. Customer types

t slightest provocation. Recommendations Avoid mistaking their silence for openness to your ideas. Stick to basic facts. Tactfu

cteristics Intense, impatient personality. Often interrupt salespersons and have a perpetually strained expression. Often drive

ted by self-pride. No canned presentations. The key is to assist. Dont argue or point out errors in their judgement.

r with too many alternatives. Start with making decisions on minor points. Characteristics They worry about making the wrong

s out. Subtle friendly close needed. Friendly, talkative types who are enjoyable to visit with. Many have excess time on their han

. Avoid any useless interaction. Avoid any oversell. Highlight products merits.

ime Data Requirements

Presentation Closing the Sale is the action the salesperson takes to bring a potential sale to its natural conculsion. Suggestion

ntact and hold a product as if it were a rare jewel. Link and Bridge When a customer asks for red lipstick, show her several sh

encourage the customer to return by mentioning other beauty concerns and scheduling an appointment. Lead by the Nose Aft

ould first empathize and then list a products benefits.

oat or strapping on a wristwatch. The customer begins to read the warranty or brochure. The customer makes the following sta

ards? Can you deliver this tomorrow? Do you have a size 7 in this style? Do you accept trade-ins? Do you have any training se

r all, your customers will believe in you if you believe in yourself. If you dont believe in yourself, why should they believe in you

hen customers arent in the store. Learn about your merchandise, go over your sales records, and call your key customers o

easing number of opportunities. All too often salespeople may become frustrated due to the many things occurring that they ca

e sale, however, you will lose not only the war but the customer as well. Find out what the customer needs and get it for him. Re

willingness and enthusiasm to do whatever is necessary (although not planned to make the sale. If one approach or sales pres

on until the sale is completed is decisiveness. Every salesperson could probably make better decisions if more time were avail

stant change and challenge. The failure to handle stress is a major reason people give up on retail selling as a career. They te

y location and by selling area. Identify service, salesmanship, and sales enhancement methods to produce more sales. Target

knowledge Needs clarification Active selling Suggestion selling

t.org - 1 views moon.mybionx.net - 1 views ipjq.org - 1 views bzivkovicsavke.blogs... - 1 views

urchase Let this experience be somewhat enjoyable Do not make me have to deal with other obnoxious shoppers

tempts to make a purchase, and (3) the customers satisfaction with the transaction. Transient Customer is an individual who is

s and lounge areas; location of check-cashing, complaint, and returns desks; lighting; and width and length of aisles. Promotio

e friendly and courteous? Are the salespeople easy to find when needed? Are sufficient quantities available on sales promotion

g Sales Transaction

a consumer must spend waiting to complete a purchase.

e the customers frustration. Understand the customers problem. Ask all the questions needed to completely understand the s

n have both parties agree to it. Above all, make sure the customer leaves feeling as you would want to feel if you were the cust

n indication of the types of services. Price Image: Expectation of more services from a high-price image than a discounter. Tar

e Retailer will: Offer high quality/low prices (value) Hire knowledgeable sales force Provide prompt service Provide service afte

omer types

eas. Stick to basic facts. Tactfully inject products advantages and disadvantages.

rained expression. Often driven and successful people who want results fast.

in their judgement.

worry about making the wrong decision. They tend to postpone all decisions. Want salesperson to make decision for them.

y have excess time on their hands (e.g., retirees). They usually resist the close. Characteristics

natural conculsion. Suggestion Selling

ed lipstick, show her several shades. If she is repurchasing a product, use link selling by showing her a companion item. Use

ointment. Lead by the Nose After trying a fragrance on a customers hand, guide it toward her nose and say Doesnt that smel

stomer makes the following statements: I always wanted a compact disc player. I never realized that these were so inexpensiv

s? Do you have any training sessions available? Do you have it in stock? What accessories are available? Where would I take

why should they believe in you. There will be days when selling is easy, the customers will want everything you are selling. Ho

and call your key customers on the phone to see if they need anything. Remember the old saying, The harder I work, the luck

ny things occurring that they cant control. A salesman used to call on my fathers store with merchandise targeted too high for

mer needs and get it for him. Remember the example of Kris Kringle, in the Miracle on 34th Street, when he had the wisdom to

e. If one approach or sales presentation doesnt work, try a different one. It is fine to live on high expectations. However, if the r

ecisions if more time were available. However, more time is frequently unavailable because of the types of customers a salespe

etail selling as a career. They tend to focus on the failures and not on the satisfaction to be gained from helping a customer sol

to produce more sales. Target the methods by the store and selling area to produce most significant improvements. Determine

bnoxious shoppers

Customer is an individual who is dissatisfied with the level of customer service offered at a store or stores and is seeking an alt

h and length of aisles. Promotion Management: Provides customers with information that can help make purchase decisions.

es available on sales promotion items? Do salespeople know about the ad and whats being promoted and why?

to completely understand the situation. Determine the responsibilities of each party and what went wrong. Do not assign any f

want to feel if you were the customer. If you would not be satisfied with the solution if you were the customer, start over. Remem

e image than a discounter. Target Market Income: Higher income of target market, higher the price. Cost of Services: Know th

mpt service Provide service after sales Offer easy return policy

to make decision for them.

ng her a companion item. Use bridge selling by asking what fragrances she prefers, then show here Estee Lauder perfumes.

ose and say Doesnt that smell wonderful The manual instructs, Always have your customer acknowledge the scent.

d that these were so inexpensive. I bet my wife would love this.

available? Where would I take it to get it serviced? Is it really that easy to operate?

t everything you are selling. However, the key is handling those days when everything is going wrong. Remember, even on a p

ng, The harder I work, the luckier I get.

chandise targeted too high for his target market. After a few years of this, my father asked him how long he was going to conti

et, when he had the wisdom to not try to trick the customer into a different item. Instead, he sent her across the street to anoth

expectations. However, if the realities of the situation tell you otherwise, be flexible enough to try something different.

he types of customers a salesperson must deal with. Remember, a salesperson must be able make decisions quickly, confiden

ed from helping a customer solve a problem.

icant improvements. Determine added sales by improving service level, salesmanship, and sales enhancement programs.

or stores and is seeking an alternative store with the level of customer service that he or she thinks is appropriate.

lp make purchase decisions.

omoted and why?

ent wrong. Do not assign any fault at this stage. Repeat the problem (as you understand it) to the customer. Without interruptin

he customer, start over. Remember, it is better to lose a little now than to take a chance on losing a customer for life.

rice. Cost of Services: Know the cost to estimate additional sales to pay for the service.

here Estee Lauder perfumes.

cknowledge the scent.

wrong. Remember, even on a poor shooting night, Michael Jordan wanted the ball in the final seconds with the game on the lin

how long he was going to continue to call on him, since he consistently turned down his merchandise line. Well, he said, it d

nt her across the street to another retailer.

ry something different.

ake decisions quickly, confidently, and correctly in order to be successful even if perfect information is not always available.

s enhancement programs.

inks is appropriate.

he customer. Without interrupting the customer, paraphrase the problem as you understand it.

ng a customer for life.

conds with the game on the line.

andise line. Well, he said, it depends on which one us dies first . . .

ation is not always available.

Cash Till usage 5-Apr 6-Apr 7-Apr 8-Apr 9-Apr 10-Apr 11-Apr 12-Apr 13-Apr 3-May 4-May 5-May 6-May 7-May 8-May 9-May 10-May 11-May 12-May 13-May 14-May 15-May 16-May 17-May 18-May 19-May 20-May 21-May 22-May 25-May 24-May 23-May 26-May 27-May Thu Fri Sat Sun Mon Tue Wed Thu Fri Thu Fri Sat Sun Mon Tue Wed Thu Fri Sat Sun Mon Tue Wed Thu Fri Sat Sun Mon Tue Fri Thu Wed Sat Sun

12:00 PM 34% 38% 56% 28% 28% 34% 34% 25% 19% 25% 28% 41% 22% 28% 53% 13% 22% 38% 72% 19% 28% 38% 22% 34% 28% 38% 28% 25% 19% 25% 41% 34% 44%

2:00 PM 47% 53% 63% 66% 41% 38% 47% 38% 41% 31% 50% 63% 69% 38% 66% 44% 44% 53% 72% 44% 38% 59% 47% 44% 53% 59% 44% 41% 41% 38% 53% 59% 53%

4:00 PM 50% 56% 66% 66% 34% 34% 44% 41% 41% 38% 47% 63% 66% 41% 47% 59% 44% 50% 72% 47% 44% 63% 44% 50% 56% 59% 44% 41% 47% 53% 53% 47% 53%

6:00 PM 56% 63% 66% 84% 47% 38% 47% 41% 38% 41% 63% 50% 47% 69% 41% 53% 69% 53% 47% 59% 44% 47% 56% 59% 50% 41% 44% 53% 56% 59% 63%

8:00 PM 56% 59% 78% 84% 38% 38% 47% 41% 38% 47% 63% 75% 56% 47% 66% 44% 47% 72% 53% 47% 63% 44% 56% 63% 69% 41% 44% 53% 50% 63% 53% 69%

10:00 PM 56% 69% 81% 88% 41% 38% 53% 41% 44% 50% 53% 69% 78% 59% 50% 75% 44% 48% 81% 59% 56% 56% 50% 69% 72% 44% 47% 47% 41% 59% 59% 69%

Grand Total 53% 56% 65% 74% 38% 35% 45% 39% 38% 38% 44% 58% 66% 46% 43% 65% 38% 33% 49% 73% 46% 43% 56% 43% 47% 54% 59% 42% 40% 43% 43% 54% 52% 58%

Slide 1:
Customer Service: Going Beyond Satisfaction A Presentation by Rajiv Bajaj

YOU : Slide 3:
Service expectations today are very high. Consumer awareness of service standards has increased tremendously.

are among the growing group of people who are planning to join a service oriented industry which is dedicated to

Slide 4:
Who Is A Customer ?

The Internal Customer : The External Customer : Slide 7: What do Customers Want? :
What do Customers Want?

The Internal Customer Internal customers are the people who work for your company; and They depend on you an

The External Customer External customers are outside your organization. These are the people that buy your good

A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. H

Customers Expectations :
Customers Expectations Be treated with courtesy and respect. To ask questions when they do not understand. To

Slide 10:
To receive service from knowledgeable, competent & cooperative staff. To complete, accurate, reliable information

What Is Service? :
What Is Service? Difficult to define accurately because

Slide 12:
It is not tangible. Cant be measured / weighed.

Slide 13:
It is more emotional than rational.

Slide 14:
You can sell it, but you cannot give a customer a sample to take back & show to others.

Slide 15:
Having given it, the customer may not acquire anything except a good experience !

Service Quality : Quality as :

Quality as Excellence

Service Quality Different viewpoints of service quality exist. Difficult to define in terms on which all can agree. Some

Amount of Quality :
Amount of Quality High Low

Subjective Perception :
Subjective Perception Good Bad

Value Based :
Value Based Perceived price relative to quality. Quality Price

Five Dimensions of Service Quality : Tangibles : Reliability :

Five Dimensions of Service Quality Normally judged on five dimensions: Tangibles Reliability Responsiveness Assu

Tangibles Physical aspects of the service that we can see or with which we interact. E.g. Physical appearance of th

Reliability Ability of service personnel to perform the promised service accurately and consistently.

Responsiveness :
Responsiveness Employees willingness to help customers and their promptness in providing service.

Assurance : Empathy : Slide 27: Evaluating Service : Quality & Customer Satisfaction : What is Customer Service ? : Slide 32: Moment of Joy :
Moment of Joy When you not only meet, but exceed the expectations of the customer.

Assurance A catch-all quality dimension that involves the faith we have in service personnel. Do they seem well trai

Empathy The part of quality that is heartfelt. The quality element that shows the service personnel care about you a

Includes caring about your waiting times, and fairness in waiting line systems. The element of service that makes u

Evaluating Service Customers compare their prior expectations of the service to their during service judgments of

Quality & Customer Satisfaction Comparison - Actual Service Vs Expectations : The three possible outcomes - Actu

Focusing your entire organization - Systems, people, processes, facilities and information towards meeting the cu

Any point in the interaction during which the customer has an opportunity to gain or form an impression of the servi

Moment of Misery :
Moment of Misery When you fail to give good service to the customer.

The Reactions : Slide 36: Why Do Customers Leave ? : Some Startling Statistics : Customer Service - Importance : Slide 40:
Types of Customer Service

The Reactions Good & bad service can arouse powerful emotions. Surprising how long these reactions often last. R

Opportunity to retain or lose customers & gain or lose several more. Someone who has had a bad customer experie

Why Do Customers Leave ? Indifferent service is the biggest cause. Leave Statistics Source: U.S. News & World R

Some Startling Statistics Only 4% of customers actually complain. Around 75% of the complaining customers will d

Providing excellent customer service starts with a commitment from the top and flows throughout the company. In a

Reactive : Proactive : Slide 43:

Customer Service Attitude

Reactive Starts after receiving a complaint. Moves on to solving the complaint. Usually is a one time activity. Basica

Proactive Starts at the first contact with the customer. Makes buying a pleasant experience. Reduces the waiting tim

Customer Service Attitude :

Customer Service Attitude Customer Service is 80% Attitude & 20% Technique

The Choice is YOURS :

The Choice is YOURS OR

What is Customer Service Attitude? :

What is Customer Service Attitude? It is the inherent ability to look at every interaction with the customer as an opp

Attitude Checklist : Slide 48:

The Ten Commandments of Customer Service

Attitude Checklist What attitudes assist in providing good service? Enjoy helping people & handle people well. Care

1. Know Who The Boss Is :

1. Know Who The Boss Is The Customer is King. Never forget that the customer pays your salary and makes your

Slide 50: 2. Be A Good Listener : Slide 52: 3. Identify & Anticipate Needs : 4. Make Them Feel Important : Slide 55: 5. Help Customers Understand Systems. : 6. Appreciate The Power Of Yes : 7. Know How To Aplogise : Slide 59: 8. Give More Than Expected : Slide 61: 9. Get Regular Feedback :
9. Get Regular Feedback Encourage & welcome suggestions about how you could improve. You can find out what

You can only do that if you know what it is your customers want. Listen well to your customers - they let you know w

2. Be A Good Listener Take the time to identify customer needs Ask questions. Concentrating on what the custom

Beware of making assumptions - thinking you intuitively know what the customer wants. Effective listening and und

3. Identify & Anticipate Needs Customers don't buy products or services - they buy good feelings & solutions to pro

4. Make Them Feel Important Treat them as individuals. Always use their name and find ways to compliment them,

Think about ways to generate good feelings about doing business with you. Customers are very sensitive and know

5. Help Customers Understand Systems. You may have the world's best systems for getting things done. But if cus

6. Appreciate The Power Of Yes Always look for ways to help your customers. When they have a reasonable requ

7. Know How To Aplogise When something goes wrong, apologise. It's easy and customers appreciate it. Custome

Make it simple for customers to complain. Value their complaints. As much as we dislike it, it gives us an opportunit

8. Give More Than Expected The future of all companies lies in keeping customers happy. Think of ways to elevate

What can you give customers that they cannot get elsewhere? What can you do to follow-up and thank people eve

10. Treat Employees Well : Handling Complaints :

Handling Complaints

10. Treat Employees Well Employees = Internal customers. They need a regular dose of appreciation. Thank them

Slide 65: Slide 66:

L.E.A.R.N.

Encourage customers to complain. A complaining customer gives you a chance to improve on your services. Reme

Slide 67:
Listen Empathise Apologise Respond No Delay

Listen :
Listen Listen to the complaint. Sincerely. With full attention. Do not interrupt. Allow customer to vent.

Empathise :

Empathise Put yourself in the customers shoes. Understand the problem from their point of view. Show that you ca

Apologise : Respond : No Delay : Dont Lose Sight of The Service-Profit Chain : Slide 74:
Questions ?

Apologise For the inconvenience caused. Be sincere with the apology. This is the first step to complaint redressal. A

Respond Respond to the complaint. Offer a solution. Solutions include Replacement, Refund, Fixing, Discount on

No Delay If a solution is possible on the spot, do NOT delay. Act now. If implementation will take time, advise exact

Dont Lose Sight of The Service-Profit Chain Good Service Satisfied Customers Higher Sales High Revenue/ Mor

d industry which is dedicated to meet the needs of others. YOU

s has increased tremendously.

y; and They depend on you and the work you do in order to complete their own tasks. Employees, Team Members, Colleagues

e the people that buy your goods and services.

s. 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

en they do not understand. To timely service, whether in person, by phone, or in writing.

, accurate, reliable information & feedback. To receive value for their money. These are also the RIGHTS of a customer !!

s on which all can agree. Some views on quality

Reliability Responsiveness Assurance Empathy

E.g. Physical appearance of the facilities. Equipment. Appearance & uniform of employees. Communication material / brochur

d consistently.

providing service.

rsonnel. Do they seem well trained? Are they knowledgeable? Do they seem trustworthy?

vice personnel care about you and understand your frustrations and needs. Involves setting operating hours for the convenienc

lement of service that makes us feel special, when service providers recognise that we are individuals. The care and individual

r during service judgments of five service quality elements their overall quality perception of actual quality. The result of th

three possible outcomes - Actual Service > Expectations = 2. Actual Service = Expectations = 3. Actual Service < Expectation

mation towards meeting the customers needs, and building lasting relationships. Excellent customer service requires thinking

orm an impression of the service provided by the company. Research has shown that it takes on average 12 shining moments

ong these reactions often last. Results may be remarkable or disastrous !

has had a bad customer experience will tell at least 10 other people.

s Source: U.S. News & World Report

e complaining customers will do business with you again, if you act quickly. It costs 5-6 times more to attract new customers th

s throughout the company. In a quality organisation, employees know that the customer is the reason for the organisation's ex

lly is a one time activity. Basically we wait till the time complaints come.

erience. Reduces the waiting time. Delivers service more efficiently. Increases customer retention. Lesser complaints. The Bott

on with the customer as an opportunity for customer delight and service excellence

ople & handle people well. Care for your customers. Give fair and equal treatment to all. Be understanding of people with speci

ys your salary and makes your job possible. You are in business to service customer needs.

customers - they let you know what they want. Once you know that, you can provide better service.

oncentrating on what the customer is really saying. Listen to their words, tone of voice, body language, and more importantly, h

nts. Effective listening and undivided attention are particularly important. It makes the customer feel wanted and appreciated. A

ood feelings & solutions to problems. Most customer needs are emotional rather than logical. The more you know your custom find ways to compliment them, but be sincere. People value sincerity. It creates good feeling and trust.

ers are very sensitive and know whether or not you really care about them. Thank them every time you get a chance. Let them

r getting things done. But if customers don't understand them, they can get confused, impatient and angry. Take time to explai

en they have a reasonable request, tell them that you can do it. Figure out how afterwards. Look for ways to make doing busin

stomers appreciate it. Customers may not always be right, but the customer must always win. Deal with problems immediately

slike it, it gives us an opportunity to improve. Even if customers are having a bad day, go out of your way to make them feel com

happy. Think of ways to elevate yourself above the competition. Consider the following:

ollow-up and thank people even when they don't buy? What can you give customers that is totally unexpected?

mprove. You can find out what customers think and feel about your services: Listen carefully to what they say. Check back r

se of appreciation. Thank them and find ways to let them know how important they are. Treat your employees with respect and

mprove on your services. Remember, a customer who complains wants redressals. If handled appropriately, he will come back

w customer to vent.

point of view. Show that you care. Be SINCERE.

st step to complaint redressal. Also important for mending the relationship.

nt, Refund, Fixing, Discount on next purchase etc. If you cant handle it, call your supervisor.

tion will take time, advise exact time frame. Stick to the time frame.

gher Sales High Revenue/ More profits Higher Incentives/Bonus to Employees Service-oriented employees

es, Team Members, Colleagues, etc.

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 u

e RIGHTS of a customer !!

mmunication material / brochure etc that is provided etc.

rating hours for the convenience of the guests, not management or employees.

viduals. The care and individualized attention that is (or is not) provided to us.

actual quality. The result of this comparison of expected quality is the customers level of satisfaction.

3. Actual Service < Expectations =

tomer service requires thinking outside the lines we have drawn around us. What is Customer Service ?

n average 12 shining moments of truth to compensate for one dull moment of truth.

ore to attract new customers than to keep old ones.

eason for the organisation's existence. Delivering excellent customer service is a never-ending search, as is thinking outside o

on. Lesser complaints. The Bottom Line - does wonders for you and your company.

erstanding of people with special needs.

guage, and more importantly, how they feel. feel wanted and appreciated. Avoid being distracted by other things. Focus on the customer before you.

he more you know your customers, the better you become at anticipating their needs. Communicate regularly so that you are a

me you get a chance. Let them know they are appreciated.

and angry. Take time to explain how your systems work and how they simplify transactions. Ensure that your systems don't re

k for ways to make doing business with you easy. Always do what you say you are going to do.

eal with problems immediately and let customers know what you have done.

your way to make them feel comfortable.

lly unexpected?

o what they say. Check back regularly to see how things are going. Provide a method that invites constructive criticism, com

our employees with respect and chances are they will have a higher regard for customers. Appreciation stems from the top. Tre

ppropriately, he will come back to you. A customer who doesnt complain is less likely to return to you.

d employees

e is doing us a favor by giving us an opportunity to do so. Mahatma Gandhi

search, as is thinking outside of the box. Customer Service - Importance

icate regularly so that you are aware of problems or upcoming needs.

sure that your systems don't reduce the human element of your organization.

vites constructive criticism, comments and suggestions.

eciation stems from the top. Treating customers and employees well is equally important.