“GLAD TO be of SERVICE”

Our Core Purpose

more. Brand Vision – Promises to provide you

and your family more than you expect always,
so you can rest assured, you will get only the
best

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 We at more.
Can Create that Magic!!!

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 Objective

Understand and practice

The importance of customers

What customer service means
How to TREAT your customers
The “Moments of Truth”
Develop a positive attitude towards your
SERVICE.
“I AM BY U” Philosophy

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 Who is a customer ?

Someone to whom we provide service, product,or

information

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 Kinds of Customers

External customer
Internal customer

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The Customer’s Point of
View
Wants,
Reflect Needs,
Desires
Preferences

Browse -
Gather
Experience
Options
Customer

Shop - Analyze
Options
Buy -
Make
Prepare Decision

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 Activity

Your “Best” and “Worst” Customer Service

Experience

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 TEN THINGS A CUSTOMER WANTS
1 Don’t ignore me
2 Make me feel wanted
3 Don’t lie to me
4 Give me clear information
5 Don’t insult my intelligence
6 Keep your promises
7 Don’t keep me waiting
8 Listen to me when I tell you how to improve your services
9 Be sensitive to my needs
10 Treat me fairly, don’t rip me off

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We want our customers to say
 What is Customer Service

Doing ordinary things extraordinarily well.

Going beyond what’s expected
Adding value to every interaction
Being at your best with every customer
Discovering new ways to delight
Taking care of the customer like you would
take care of your grandmother.

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REVIEW QUESTIONS

Refer to page 9
What do customers expect from
us?

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 Golden rule of Human-Relationship

Treat others the same

way, you want to be
treated.

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Give your customers a “TREAT”

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 TREAT

• T rust
• R esponsiveness
• E mpathy
• A ssurance
• T angibles

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 TREAT

• TRUST
The ability to provide what was promised, dependably
and accurately

 “ I would like to go to a company which promises to do

the work by a certain time.”
 “ I would like the company to show sincere interest in
solving my problem.”
 “ I like a company which keeps me informed always.”

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 TREAT

• RESPONSIVENESS
The willingness to help customers promptly

“I would prefer a company whose employees give

me prompt service.”
“I prefer this company because the employees are
always willing to help me.”

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 TREAT
• EMPATHY
The degree of caring and individual attention you
show to customers
“This company gives me individual attention.”
“I always go to this company because they
understand my specific needs.”

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 TREAT
• ASSURANCE
The knowledge and courtesy you show to
customers, and your ability to convey trust,
competence and confidence
“I always visit this company because the
employees instill confidence in me.”
“I feel very safe in my transactions with this
company.”

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• TANGIBLES
TREAT
The physical facilities and equipment, and your own
(and others’) appearance
 “I like this company because they have modern
looking equipments/ products.”
 “The physical facilities are very appealing”
 “I like this company as their employees appear neat
always.”
 “I prefer this store because they have convenient
business hours.”

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REVIEW QUESTIONS 2

Refer to page 14
CORE NEED + SERVICE =
“Moments of Truth”

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Moments Of Truth

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 Moment of Truth

• Everytime a customer comes in contact with

you, anyone who works with you, your products
or your facility, the customer has a chance to
either form an impression of your service or
revise one he / she already has.

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 Moments of Truth

• When a customer enters the store and

sees how it looks

• When a customer calls the store

• When a customer talks to the cashier

• When a customer talks to a CSR

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How to create better “Moments of
Truth” ?
 SERVICE

S- SMILE
E- EYE CONTACT
R- RECOGNITION
V VALUE CUSTOMER’S TIME
I- INFORMED
C- CLEAN
E- EVERYONE

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 SERVICE

We will actively greet customers, SMILE and

speak clearly in a friendly manner

The best ornament on your face is the SMILE..

Wear it always at work.

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 Eye Contact

We will make EYE contact even while passing

by with an acknowledgement.

5 seconds eye contact period is what listeners

are comfortable with in the majority of
their communications, so it is logical for
you to meet those expectations.

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 Recognition

We will create a sense of RECOGNITION by using

the 10/5 rule, in a natural and discreet manner.

If you are within 10 feet of a customer, smile,

nod or acknowledge them using positive body
language.

If you are within 5 feet of a customer, greet the

customer by saying; “Good Morning”, “Good
Evening” etc.

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 Recognition- The Wrong Way

Food & Grocery

X
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 Recognition- The Right Way

Food & Grocery


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 How to Greet
( New Customers )

Food & Grocery


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 How to Greet …
( Regular Customers )

Food & Grocery


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 Value Customer’s Time

We will empathize with our customers and

value their time with our prompt service.

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 Informed

We will be well INFORMED about our store, our

section, our products, their benefits & will take
ownership of simple requests & not refer
customers elsewhere.

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 Having Product Knowledge

Food & Grocery

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 Clean

• We will always appear CLEAN, crisp

and well groomed .

• We will also keep our section neat and

clean to make it appeal better to our
customers.

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 Why Clean?

Food & Grocery

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 EVERYONE

EVERYONE, everywhere should show their care

for our customers all the time and remember to
thank customers for coming to our store.

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Thank customers for coming, invite again!

Food & Grocery

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 SERVICE

S- SMILE- We will actively greet customers, SMILE and speak clearly in a

friendly manner
E- EYE CONTACT- We will make EYE contact even while passing by with an
acknowledgement.
R- RECOGNITION - We will create a sense of RECOGNITION by using the 10/5
rule, in a natural and discreet manner
V- VALUE TIME – We will empathize with our customers and VALUE their time
with our prompt service.
I- INFORMED - We will be well INFORMED about our store, our section, our
products & will take ownership of simple requests & not refer customers
elsewhere.
C- CLEAN - We will always appear CLEAN, crisp and
well groomed and keep our store clean.
E- EVERYONE - EVERYONE, everywhere should show their care for our
customers all the time and remember to thank customers for coming to our
store.

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 Activity

Map out the moments of truth

Moments of Magic
Moments of Misery

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REVIEW QUESTIONS 3

Refer to page 38
“I AM BY U” PHILOSPHY

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 “I AM BY U” PHILOSPHY

• I mmediately acknowledge the customers’

presence.
• A nticipate their needs and have resources
ready and user friendly
• M eet and exceed their needs and expectations… go
the extra mile!
• B e friendly ! Smile and use their name.
• F ind a way to say “YES”
• And always say “THANK U”

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Immediately Acknowledge the Customers’ presence

• Eye contact
• Smile
• Greeting-
• Try to take the customer to where the product is
if possible
• When you see customers struggling, ask them if
they would like help Please Allow me to
help you

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Anticipate their needs and have resources ready and user friendly

Ask questions
Listen
Walk through your area and experience it like a
“customer”

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Meet their needs and exceed their expectations…Go the extra mile

Know your products or merchandise

Know the what, where, and when of your stock
What you have in stock
Where it is located
When new stocks are arriving
Help customers lift heavy items

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Meet their needs and exceed their expectations…Go the extra mile

• Treat every customer as your finest and most

important customer of the day

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 Be friendly ! Smile and use their name

• Smile and greet the customer within ten seconds of their

entering: “Good morning, how may I help you?”

• Smile and make eye contact when you are talking to a customer

• Notice and pay attention to their children. Before touching

children, do ask for permission “May I”

• Be respectful and kind to all customers regardless of age , caste

creed or appearance.

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 Find a way to say “YES”

Always try to find a way to say”YES”

Never say,”I don’t know”,say “I don’t know

but I will find out for you”

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 And always say “Thank U”

Warmly invite the customer to return

“Thank you sir/ma’am ,do visit us again”

“Thank you sir/ma’am we hope to see you
soon”

“Thank you sir/ma’am, have a nice day”

“Thank you Mr Roy, have a Good Evening”

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You are the key to excellent customer service

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CASE STUDIES
more. Phraseology
 REMEMBER
You never tell or instruct a customer, instead you
always ask him.

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 PHRASES TO AVOID
• 1. One sec, Just a minute
• 2. Ya that’s right, Sir
• 3. Sure, OK, Fine, No Problem
• 4. What ? What ?
• 5. Hello !
• 6. I don’t know
• 7. Your good name please
• 8. NO
• 9. That’s not my fault
• 10. That’s not my department
• 11. As per company policy
• 12. We are closing now
• 13. You are wrong
• 14. I am just an associate
INSTEAD TRY
Please give me a minute
Yes, that’s right Sir
Yes Sir, Certainly Sir, Very Well Sir
“ Sorry ! “
Hi! Good Morning
Let me check it out for you, Sir
May I have your name please, Sir?
What I can do is…..
Let me see what I can do on this.
“ Let me put you through to the
person who will help you right
away “
Am extremely sorry. If I could do
that for you, I would. But let me
tell you what I can do.
We will certainly serve you before
we close
Perhaps I misunderstood
I will have to get an approval
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REVIEW QUESTIONS 4

Refer to page 45
ROLE PLAYS
If we don’t take care of our
customers….

Someone else
will….

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Thank You

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