Customer care. Customer is important… Why ? “You may have number of products. but, there should be some one to buy. Otherwise it is of no use” “You may.

Customer careCustomer care

Customer is important… Customer is important… Why ?Why ?

““You may have number of products. You may have number of products. but, there should be some one to but, there should be some one to buy. Otherwise it is of no use”buy. Otherwise it is of no use”

Customer is KING.. Customer is KING..

Awareness today.. Thanks to media.Awareness today.. Thanks to media. Wide Range of products..Wide Range of products.. CompetitionCompetition Better qualityBetter quality Question a lotQuestion a lot Tell about Bad to Ten - but good to Tell about Bad to Ten - but good to

none !none !

Branch Post Office – Name of Village served by BO

Family

School

College Students

Farmer Worker

Dairy, Industry

Who is your customerWho is your customer

18/04/2318/04/23 Use Pin CodeUse Pin Code 44

NREGA payments…….Accounts

Panchayat, Block Office

Family of MigrantWorker

Receive MO

BPM as a Business Manager – Products and Services of Indiapost Financial Services

18/04/2318/04/23 Use Pin CodeUse Pin Code 55

1 x 1 = 11 x 2 = ?1 x 3 = ?1 x 4 = ?1 x 5 = ?

Can you multiply these?

1 customer x five services = Five customers for the BO

Shri Shyam -NREGA wage Earner – One Customer for the post office

Shri Shyam X Payment of NREGA Wages

Shri Shyam X Payment of NREGA Wages, RD deposit of Rs 10/- per month,

Shri Shyam X Payment of NREGA Wages, RD deposit of Rs 10/- per month, Rs 1000/- Time Deposit for one year,

Shri Shyam X Payment of NREGA Wages, Rural Postal Life Micro Insurance for Rs 10,000/-

Shri Shyam X Payment of NREGA Wages, SB A/c holder

BPM as a Business Manager – Multiplying customers of the Post Office

Customers’ expectation:Customers’ expectation:

Information's in simple way.Information's in simple way. Help from the staffHelp from the staff Advantages / benefits related to Advantages / benefits related to

productsproducts Good Service.Good Service. FacilitiesFacilities

Why do customers quit ?Why do customers quit ?

1% Die1% Die 3% Move away3% Move away 5% Form other friendship5% Form other friendship 9% For competitive reasons9% For competitive reasons 14% Due to product dissatisfaction14% Due to product dissatisfaction 68% due to indifferent attitude by 68% due to indifferent attitude by

the staff towards customers.the staff towards customers.

Thumb Rule..Thumb Rule..

Rule 1: Customer is always right.Rule 1: Customer is always right.

Rule 2: If Customer is ever wrong,Rule 2: If Customer is ever wrong,

Reread Rule 1Reread Rule 1

Customer dissatisfaction..Customer dissatisfaction..

When customer’s expectations are When customer’s expectations are not metnot met

What does an unhappy What does an unhappy customer do?customer do?

Suffers in silenceSuffers in silence Switches to the competitor in silenceSwitches to the competitor in silence Tells friends and neighborsTells friends and neighbors Talks to third parties like Press, lawyers..Talks to third parties like Press, lawyers.. Talks to the CompanyTalks to the Company

Whom do you feel the best ?Whom do you feel the best ?

Nice customer..Nice customer..

Please read the passage given to Please read the passage given to you..you..

Guess who I am…Guess who I am…

I am the customer who never I am the customer who never comes back!comes back!

Customer Satisfaction..Customer Satisfaction..

When customer’s expectations are When customer’s expectations are metmet

When Customer’s expectations are When Customer’s expectations are exceededexceeded

Customer delight. our Customer delight. our approachapproach

Without customers, post office has no Without customers, post office has no existenceexistence

Genuine and not superficial respect for Genuine and not superficial respect for our customersour customers

Be close to the customersBe close to the customers Listen to the customersListen to the customers Delight the customers by providing Delight the customers by providing

services which exceed their services which exceed their expectationsexpectations

Dealing with difficult Dealing with difficult customers..customers..

Don’t return anger to angerDon’t return anger to anger Take control- assert yourselfTake control- assert yourself Never promise what can’t deliverNever promise what can’t deliver Let them vent their angerLet them vent their anger Show concern and sympathyShow concern and sympathy Apologize, even if it is not your faultApologize, even if it is not your fault Offer solutionOffer solution

Golden rules for listening..Golden rules for listening..

Put yourself in customer’s shoesPut yourself in customer’s shoes Stop the chatter inside your headStop the chatter inside your head Concentrate on what is being saidConcentrate on what is being said Show that you are listeningShow that you are listening Check details if you are in doubtCheck details if you are in doubt Be aware of what is being missed by Be aware of what is being missed by

customercustomer Write down the details..Write down the details..

Dealing with invisible Dealing with invisible customer..customer..

Listen carefullyListen carefully Show you are listeningShow you are listening Avoid interruptionsAvoid interruptions

Ask clear questionsAsk clear questions Find the problemFind the problem

Be politeBe polite Use positive languageUse positive language

SmileSmile You can tell when some one is smiling even if You can tell when some one is smiling even if

you can’t see them !you can’t see them !

We are in business…We are in business…Key to successKey to success

Friendly approach..processFriendly approach..process Employees commitment to customer Employees commitment to customer

satisfactionsatisfaction Keep short term & long term Keep short term & long term

satisfactionsatisfaction

Thank you..Thank you..