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Customer care

Objectives

• Understand customer and his needs• Taking care of customer to his satisfaction• Listening to customer• Complaint handling

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Who is customer?

• One who buys any goods or services.• Customer is the king.• Reason for our existence.• One whom we depend on.

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WHAT IS CUSTOMER CARE ?

Customer care is a series of activities designed to enhance the level of

“Customer satisfaction, the feeling, that a product or service has met the customer expectations.”

Customer care

• View the video clip on customer service by salesman and discuss

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NEGLECTED, REJECTED, UNIMPORTANT, IGNORED, WORTHLESS, DEMOTIVATED, DISHEARTENED LET DOWN

If not listened, customer feels …

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Why customer care….

• To face increased competition• To increase our productivity• Save our operating cost• Obtain gains of a satisfied customer• Obtain the TRUST of the customer• Save our time and energy• Enhance our reputation• Have job satisfaction

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Why customer care…

• To create customer loyalty• Development of mutually satisfying long term

relationships• It is more expensive to win new customer than

to retain existing customer

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Why do customers quit ?

• 1% Die• 3% Move away• 5% Other friendship• 9% competitive reasons• 14% Due to product dissatisfaction• 68% due to indifferent attitude by the staff

towards customers.

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Thumb Rule..

• Rule 1: Customer is always right.

• Rule 2: If Customer is ever wrong,

• Reread Rule 1

• Watch the video clip on telephonic interaction with a customer and discuss

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Our objectives of customer care…

• Integration of customer, technology and staff• Identification of profitable customer by

understanding their needs• Improving delivery standards and reducing

transaction costIf we do not take care of our customer-

Some one else will

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How ….

• Having cordial relationship– Relationship with customer is decided by

behaviour of the customer and person in contact.– Behaviour is an extension of any one state of

emotion• GLAD• SAD• MAD• SCARED

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Customer care comprise …

• Job knowledge• Listening skill• Communication skill• Complaints handling• assertiveness

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Job Knowledge..

• Products and services • Their benefits to the customer• Operating procedures• Network of staff with whom customer has to

deal

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Listening…

• Being attentive and showing it..• Involves absorbing and interpreting non-

verbal messages• Not hearing but understanding..• Not listening leads to rejection• It is a thinking ability

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Why we do not listen…

• We presume what other person going to say• Waiting for our turn to speak• Bored, Thinking something else• Angry/hurry/tired/thirsty/uncomfortable

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Facts of listening…

• Most persons listen to you to the extent that you listen to them

• We always like to hear what pleases us• Listening makes communication• Argument triggers end of communication• Conflict is the result of poor listening• Best way to talk to a disturbed person is …

LISTEN

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Improved body language…

• Look happy and cheerful• Smile• Make eye contact• Observe body language and try to interpret it

and react accordingly.

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Complaints…

• Good measure of customer service of the department

• Source of information on customer needs and expectations

• Remember for every complaint received there are 20 others who do not complain

• Opportunity to show how good you are…• Complaint well taken makes customer LOYAL

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How to handle a complaint..

• Make it easy for customer to complain• Give a feeling that he is welcome• Respond quickly• Give customers benefit of doubt• Be generous in your response• Generate alternative solutions• Always say what you can do and will do• LEARN from the complaint

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Handling verbal complaints..

• Let the customer have his say• Listen actively• Say sorry for what has happened• Do not argue and defend• Concentrate on situation not the person• Do not impose your solution

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Five Cs of customer care

• Clear• Concise• Courteous• Complete• Correct

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Group discussion

• Can you recall your good/bad experience as a customer

• List the points where the customer care person has gone wrong

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Quote

• Customer is the profit … everything else is overhead

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Customer relationship … better way

• SIX important words---” I admit I made a mistake”

• Four Important words—”what is your opinion”• Two important words---” Thank You”• One Most important word– “WE”• One least important word---” I “

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Exercise

Role Play

Customer

“A customer is the most important visitor on our premises. He is not dependent on us; 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; he is a part of it. We are not doing him a favour by serving him; he is doing us a favour by giving us an opportunity to do so.”

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