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Certified Coach
Enneagram Trainer
NLP Master Practitioner
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Overview
Trend of Service in today’s world
Sales sells Service, Service sells Sales !!!
Compete with Service Strategy
Trend of Service in today’s world
Overview
Acquiring new Customers has much higher cost than
Retaining current Customers
Cost of Sales
Overview
Good Service creates;
Customers Satisfaction
Customers Loyalty
Referral
New Customers !!
Overview
Customers Behavior
Expectation towards v Brand v Product Type / Category
Overview
Past Experience
Personality Type !!!
Customers Behavior
Overview
Customer Engaging Service Strategy & Technique
Starting from ….
YOU !!!
Positive Attitude and Mindset
Positive Attitude and Mindset
How you treat your People ?
Positive Energy Radiation
Customer Engaging Service Strategy & Technique
Customer Engaging Service Strategy & Technique
CongruencE of
Doing
Feeling
Thinking
CongruencE of
Work life
Personal life
Your
Behavior in
Customer Engaging Service Strategy & Technique
Logical Level of Service
For Whom ?
Who are You ?
Why Service ?
How to Service ?
What kind of Service ?
When and Where to ?
Customer Engaging Service Strategy & Technique
Customer Engaging Service Framework
Based on 9 Types of Personality
Enneagram
Customer Engaging Service Strategy & Technique
1. High Standard & High Quality
2. Service with Heart
3. Determination with Objective
4. Uniqueness & Identity
5. Customers Information
9 Qualities of Customer Engaging Service
Customer Engaging Service Strategy & Technique
6. Strategy & Process
7. Enthusiasm with Happiness
8. Prompt Action & Responsive
9. Win / Win / Win / Win
9 Qualities of Customer Engaging Service
Customer Engaging Service Strategy & Technique
• Brand • Product Type / Category • Value for Money • Past Experience • Advertising • Etc.
Customer Expectation
Customer Engaging Service Strategy & Technique
Customer Satisfaction
Meet Expectation
Exceed / Beyond Expectation
Customer Engaging Service Strategy & Technique
Meeting Expectation comes from …
Standard Process
Customer Engaging Service Strategy & Technique
Exceed / Beyond part comes from …
Experiential Service Strategy
CRM , CEM
Plus +
Customer Engaging Service Strategy & Technique
Exceed / beyond part comes from …
HUMAN !!!
Inter Personal Skills !!!
Think – Feel - Do
Customer Engaging Service Strategy & Technique
ÊสµตÔิ !!!
Missed Expectation !!!
Customers Handling with …
Customer Engaging Service Strategy & Technique
Customer Engaging Service Strategy & Technique
Apologize
Calm them down
Finding Customer wants
Offering Compensation
Asking for Recommendation
Customers Handling steps
Understanding Compassion
Feedback / Back Tracking Active Listening
SMILE !!!
Customers Handling needs ...
Customer Engaging Service Strategy & Technique
Customers Follow Up purpose;
Express Caring Responsibilities showing off Customer Satisfaction assessment Feedback listening
Relationship Retaining !!! Customers Information completing
Customer Engaging Service Strategy & Technique
Customer visit
Phone call
E-mail, Social Network tools
Etc.
Customers Follow Up by ...
Customer Engaging Service Strategy & Technique
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