6 Customer Service

Orientation ProgrammeOrientation Programme

……am I going to am I going to the right the right direction??direction??

Elements of Personality Development

PunctualityPunctuality

Dress CodeDress Code

BehaviorBehavior

Customer Service

Customer Service

Communication

Communication

Self LearningSelf Learning

CashieringCashiering

MarketingMarketing

AttitudeAttitude

Team WorkTeam Work

PunctualityPunctualityPunctuality means consistently being on time for work Punctuality means consistently being on time for work

and all other appointments.and all other appointments.

Time is money….!Time is money….!

How do you spend your time..?How do you spend your time..?

How do you waste your time…?How do you waste your time…?

How can you utilize time How can you utilize time fruitfully in future..?fruitfully in future..?

Tips for time management…!

Present in the office before time Start early Conscious about Time. Plan your activities Share your job with colleagues only at urgency Take decision quickly Communicate properly Know thoroughly your work Avoid chatting during office hours Don’t waste others’ time

Do you want to know the value of time…?

DRESS CODEDRESS CODE Dress is the symbol of cultureDress is the symbol of culture Dress style reflects the personality and Dress style reflects the personality and

characteristicscharacteristics Acceptable to othersAcceptable to others Reflects the image of your OrganizationReflects the image of your Organization Why Uniforms…?Why Uniforms…? DisciplineDiscipline Feel to be a part of the organization Feel to be a part of the organization BeautyBeauty ConfidenceConfidence Display Identity cardDisplay Identity card

BehaviorBehavior

• SuperiorsSuperiors

• ColleaguesColleagues

• SubordinatesSubordinates

• CustomersCustomers

““Customer service is Customer service is the sum total of what the sum total of what an organisation does an organisation does to meet customer to meet customer expectations and expectations and produce customer produce customer satisfaction.”satisfaction.”

• A customer is not an outsider to our business. He is a definite part of it.

• A customer is not an interruption of our work. He

is the purpose of it. • A customer is doing us a favour by letting us

serve him. We are not doing him any favour.

• A customer is not a cold statistic; he is a flesh and blood human being with feelings and emotions like our own.

• A customer is not someone to argue or match wits with. He deserves courteous and attentive treatment.

• A customer is not dependent on us. We are dependent on him.

• A customer brings us his wants. It is our job to handle them properly and profitably - both to him and us.

• A customer makes it possible to pay our salary, whether we are a driver, plant or office employ

- Gandhi- Gandhi

• Customers are the Customers are the life-blood of any life-blood of any business so business so providing great providing great customer service is customer service is critically critically important…important…

… ….Customers expect .Customers expect the same quality the same quality that you would that you would expect to receive. expect to receive. Keeping the Keeping the customer satisfied customer satisfied needs to be the goal needs to be the goal of everyone in the of everyone in the organization.organization.

• Know your products. • Know your customers • Commit to quality service • Treat people with courtesy and

respect • Never argue with a customer.• Convenience – Lead to more

business.• Quick Service.

Customer Service

•Always provide what you promise.

•Don’t promise anything what you are not sure.

•Make the customer feeling comfortable in your office.

•Personalize the service.

•Respect and identify them as soon enter your premises.

•Assume that customers are telling the truth

•Don’t argue with the customer

•Don't leave customers hanging

•Focus on making customers, not making sales

Customer Service

What Annoys Customers the Most?

When we get good service . . .

We tell anywhere from 9 to 12 people.

WHEN WE RECEIVE POOR SERVICE…

WE TELL UP TO 20 PEOPLE!

If the service is REALLY poor, 91% of retail customers

won’t go back to the service provider!

An 82% chance exists thatcustomers will avail service from a

company

if their complaint is handled quickly and pleasantly

Cutting down the “Wait Time”

Greeting CustomersGreeting Customers

That friendly smile seems like a minor detail, but it's enough to make a person

seem approachable and personable, and is a great way to convey confidence.

Even if you can not assist the customer immediately, eye contact will let the customer know that you are aware that he/she is there.

Handling ObjectionsHandling Objections

Ignoring an objection will never make it go away. . .

Ignoring an objection might make the customer go away!

4 Steps for Handling an Objection

1. Listen to the objection2. Acknowledge the objection3. Respond with a positive statement4. Follow-up with a question

4 Steps for Handling an Objection

1. Listen to the objection2. Acknowledge the objection3. Respond with a positive statement4. Follow-up with a question

…Customer Service

• A customer you are unfamiliar with, comes into your office where you work A customer you are unfamiliar with, comes into your office where you work in, you... in, you...

– stop what you are doing, smile and acknowledge the person; stop what you are doing, smile and acknowledge the person;

– stare at the person, saying nothing; stare at the person, saying nothing;

– look up from what you are doing, then go back to it;look up from what you are doing, then go back to it;

• A "regular" comes into your office, at the same time you are busy with A "regular" comes into your office, at the same time you are busy with another customers. You... another customers. You...

– smile an acknowledgement that you'll be there as soon as possible; smile an acknowledgement that you'll be there as soon as possible;

– stare at the customer; s/he's a regular, s/he'll understand; stare at the customer; s/he's a regular, s/he'll understand;

– give no sign at all that you saw someone enter and sit down;give no sign at all that you saw someone enter and sit down;

• You are chatting with a co-worker or customer at a service counter and the You are chatting with a co-worker or customer at a service counter and the telephone rings. You... telephone rings. You...

– Cease your conversation, pick up the receiver and answer cheerfully; Cease your conversation, pick up the receiver and answer cheerfully;

– pick up, but continue your current sentence as you lift the receiver; pick up, but continue your current sentence as you lift the receiver;

– let it ring while you continue your conversation; maybe it will stop;let it ring while you continue your conversation; maybe it will stop;

• A smile, a friendly "hello", A smile, a friendly "hello", a genuine concern for your a genuine concern for your customers' needs is what customers' needs is what Customer Service is all Customer Service is all about. No special training about. No special training is required, just be nice!is required, just be nice!

CCommunication…?ommunication…?• Origin, Media, ReceiverOrigin, Media, Receiver• Types of CommunicationTypes of Communication• Language – Literal and Body.Language – Literal and Body.• KnowledgeKnowledge• SkillsSkills• StyleStyle• ConfidenceConfidence• CourtesyCourtesy• Be a good listenerBe a good listener

Communication SkillsCommunication Skills

“How you say it” is more important than

“what you say”

Telephone MannersTelephone Manners• Pick up the phone quickly.Pick up the phone quickly.• Start talking professionally while in Start talking professionally while in

office.office.• Greet the caller and reveal your office Greet the caller and reveal your office

identity.identity.• Listen carefully.Listen carefully.• Softly ask for the callers identity.Softly ask for the callers identity.• Reveal your identityReveal your identity• Express interest to listen – Talk with Express interest to listen – Talk with

smilesmile• Caller can read your emotion in your Caller can read your emotion in your

voice.voice.• Don’t ask the caller to hold the line Don’t ask the caller to hold the line

for long timefor long time• Talk with self confidence.Talk with self confidence.• Wrong numbers – Don’t shout at them.Wrong numbers – Don’t shout at them.• Help caller to find the correct target.Help caller to find the correct target.• Conclude the call with “ Thanks “Conclude the call with “ Thanks “

Be a “complete” listener

Communication SkillsCommunication Skills

DEVELOP GOOD LISTENING SKILLS:

Listen first before commenting

Give your customer your full attention

Sincerely listen…don’t thinking about your next response

Summarize your customer’s request to insure you understand

Self LearningSelf Learning

• Initiative ness

• Attitude

• Self Motivation

• Eagerness

Cashiering..

• Discipline• Procedure• Accuracy & Speed• Concentration• Presence of mind• Vigilant• Numerical aptitude

• Indoor , Cross Selling• Outdoor• Written Communication• Word of Mouth• Relationship marketing• Telemarketing

I can’tATTITUDEATTITUDE

Erase the words “I can’t” from your vocabulary

If you find you cannot realistically do what your customer wants,tell him/her what you CAN do and offer alternatives

ATMOSPHERE• InfrastructureInfrastructure

• Work CultureWork Culture

• Brand ImageBrand Image

TEAM WORK

• Support • Co-operation• Leadership Skill• Planning

Story of Hare and tortoise

Do your job with more perfection and less Do your job with more perfection and less time….time….