Transcript FUTURE GROUP - HRvillage.in

Customer Delight
The Bridge to Our Customers
Mahesh K Prasad
Head- Human Resources
Cell: 9820775178
Objectives
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Understand the importance of Customer & Customer Service
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Identify Internal & External customers
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Understand Moment of Truth & Service-Profit Chain
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Understand & create Customer Delight
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Practice complaint handling skills
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Tips to practice & demonstrate good customer service
YOU as a customer…
Share an experience of Good
Customer Service
YOU as a customer…
Share an experience of Bad
Customer Service
Who are Customers?
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The most important person in any business.
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Is not dependent on us. We are dependent on them.
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Is not an interruption of our work, but the purpose of it.
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Is part of our business – not an outsider.
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Does us a favor when they come in. We aren’t doing
them a favor by serving them.
Who are Customers?
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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.
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Is a person who comes to us with their needs and
wants. It is our job to fill them.
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Deserves the most courteous attention we can give
them. They are the lifeblood of every business.
Facts about Customers
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The Customer is the business’ biggest asset
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The Customer pays all our salaries wages and
bonuses
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The customer will go where he/she receives the
best attention
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There is no profit, no growth, no jobs without the
customer
Hence, You must be your customers’ best choice!
Facts about Customers
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A typical dissatisfied customer will tell 8-10 people
about their problem.
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7 out of 10 complaining customers will do business
with you again if you resolve the complaint in their
favor.
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If you resolve a complaint on the spot, 95% will do
business again.
Why Customers leave?
Poor Service
69%
13%
9%
9%
Product
Dissatisfaction
Better Prices
Elsewhere
Others
What qualities are important to
our customers?
Accuracy
 Friendliness
 Timeliness
 Efficiency
 Courtesy
 Honesty
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Customer Service
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Any or all interactions which the customer has with
your organization while conducting business
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It is the ability to provide a service or product in the
way it has been promised
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It is also about treating customers with respect,
individuality, and personal attention
Customer Service - GUEST
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G – Greet the customer
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U – Understand customer needs
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E – Explain features and benefits
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S – Suggest additional items
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T – Thank the customer
Good, Bad, & Excellent Service
Good Customer Service
Good service is when the customer gets
treatment that meets his/her expectations.
Customer
Expectation
What Customer
receives
Bad Customer Service
Bad Service is when customer gets treatment
which is less than his/her expectations
Customer
Expectation
What Customer
receives
Excellent Customer Service
When the customer gets a little more than what
he/she expected, Good Service becomes Excellent
Service
+
Customer
Expectation
What Customer
receives
Types of Customers

Internal Customers

External Customers
Internal Customer
An individual or a group of people you may
Interact / serve within the organization
Eg: IT, Cafeteria, Logistics, HR,
Facilities, Housekeeping
External Customer
Someone who comes to your organization
for products or services – the end customer
These customers depend on the timelines,
quality, and accuracy of your organization’s
work.
Moment of Truth
Any point in interaction during which the
Customer has an opportunity to form an
Impression (negative or positive) about the
Company through its services
Moment of Truth

When a moment of Truth for a customer
has been a negative experience, it
becomes a Moment of Misery
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On the other hand, when the interaction
has been extremely positive, it becomes
a Moment of Magic for the customer
The Service-Profit Chain
Higher Incentives/Bonus to
Employees
High Revenue/
More profits
Higher Sales
Service-oriented employees
Good Service – Satisfied
Customers
Customer Delight
Customer Delight
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Exceeding customers’ expectation is
delighting customers
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The customer reacts with a “wow” in
return for the product/service
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Every interaction with the customer has
an opportunity to create delight
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The challenge is to consistently maintain
the delight factor
Complaint Handling
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Appreciate/Thank the customer for sharing the
complaint
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Apologize for the error / mistake /
inconvenience
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Listen actively and nod from time to time
showing interest
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Show Empathy – Put yourself in the
customer’s place
Complaint Handling
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Resolve, if it is within your control. If not, bring it
to the notice of your supervisors
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If not solved immediately, take down the
customer’s details (name, telephone number,
address) to contact with the solution
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Do follow up till the customer is satisfied
REMEMBER: Don’t take customers’ complaints
personally
Different Customers
&
Handling them
Angry Customer
A slight mistake has made this customer
Mad.
How to handle?
 Let the customer finish talking. Don’t
interrupt. Use the pressure cooker
method
 Be firm and polite else they may not
be happy
Demanding Customer
The customer who wants more than
you
can offer. They are not easily satisfied.
How to Handle?
 Be firm yet polite
 Be professional
 Avoid being too docile but not rude
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 don’t brush them aside
 Gain their confidence
The Killer Word
BUT
Tips for Good Customer
Service
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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
Don’t chat with other staff when customers are around
Smile
Tips for Good Customer
Service
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Identify & anticipate needs – Customers don’t just
buy products/service; they buy good feelings &
solutions
Make customers feel important & appreciated
Avoid rushing or doing too many things at once
Smile
Apologize when something goes wrong
Service a little more than they expect
Use positive verbal & body language
Smile
Thank You