Customer Mohammad Presentation Project

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Name: Mohammad Droubi

Instructor:Mr. Houssein AbdelSater

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The Bridge to Our Customers

Customer Delight

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Objectives

Understand the importance of Customer & Customer Service

Identify Internal & External customers

Understand Moment of Truth

Understand & create Customer Delight

Practice complaint handling skills

Tips to practice & demonstrate good customer service

Video (bad customer service)

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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 businessnot an outsider.

Does us a favor when they come in. We arent doing them a

favor by serving them.

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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.

Who are Customers?

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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 bestattention

There is no profit, no growth, no jobs without the

customer

Hence, You must be your customers best choice!

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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 businessagain.

Facts about Customers

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9%

9%

13%

69%

Others

Product

DissatisfactionBetter Prices

Elsewhere

Poor Service

Why Customers leave?

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Any or all interactions which the customer has with yourorganization 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

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Customer Service - GUEST

GGreet the customer

UUnderstand customer needs

EExplain features and benefits

SSuggest additional items

TThank the customer

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Good, Bad, & Excellent Service

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Good Customer Service

Good service is when the customer gets

treatment that meets his/her expectations.

Customer

Expectation

What Customer

receives

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Bad Customer Service

Bad Service is when customer gets treatment

which is less than his/her expectations

Customer

Expectation

What Customer

receives

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Excellent Customer Service

When the customer gets a little more than what

he/she expected, Good Service becomes Excellent Service

Customer

ExpectationWhat Customer

receives

+

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Types of Customers

Internal Customers

External Customers

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Internal Customer

An individual or a group of people you may

Interact / serve within the organization

Eg: IT, Cafeteria, Logistics, HR,Facilities, Housekeeping

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External Customer

Someone who comes to your organization

for products or servicesthe end customer

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Moment of Truth

Any point in interaction during which the

Customer has an opportunity to form an

Impression (negative or positive) about theCompany through its services

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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 aMoment of Magicfor the customer

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Customer Delight

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Customer Delight

Exceeding customers expectation is delightingcustomers

The customer reacts with a wow in returnfor the product/service

Every interaction with the customer has anopportunity to create delight

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Different Customers&

Handling them

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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

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Demanding Customer

The customer who wants more than you

can offer. They are not easily satisfied.

How to Handle?

Be professional

Avoid being too docile but not rude

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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

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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

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Apologize when something goes wrong

Use positive verbal & body language

Smile

Tips for Good Customer Service

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Bad Customer Service