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  • Customer Service: & Our Behavior

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    Chinansha Ahhuja
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    When interacting with customers, you are essentially "on stage" and should dress and act professionally. Customer service is crucial since 68% of customers will leave due to bad service. It costs 5 times as much to attract a new customer as it takes to keep an existing one satisfied. To provide good customer service, one must listen carefully, understand the customer's perspective, speak politely and clearly, provide options and solutions. Non-verbal communication like eye contact and body language are also important aspects of customer service. Maintaining a positive attitude can make a big difference in how customers perceive their experience.

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    When interacting with customers, you are essentially "on stage" and should dress and act professionally. Customer service is crucial since 68% of customers will leave due to bad service. It costs 5 times as much to attract a new customer as it takes to keep an existing one satisfied. To provide good customer service, one must listen carefully, understand the customer's perspective, speak politely and clearly, provide options and solutions. Non-verbal communication like eye contact and body language are also important aspects of customer service. Maintaining a positive attitude can make a big difference in how customers perceive their experience.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
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    102 views23 pages

    Customer Service: & Our Behavior

    Uploaded by

    Chinansha Ahhuja
    When interacting with customers, you are essentially "on stage" and should dress and act professionally. Customer service is crucial since 68% of customers will leave due to bad service. It costs 5 times as much to attract a new customer as it takes to keep an existing one satisfied. To provide good customer service, one must listen carefully, understand the customer's perspective, speak politely and clearly, provide options and solutions. Non-verbal communication like eye contact and body language are also important aspects of customer service. Maintaining a positive attitude can make a big difference in how customers perceive their experience.

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    of 23

    Customer Service & Our Behavior

    A WORKSHOP TO ACHIEVE CUSTOMER DELIGHT

    YOU ARE ON STAGE


    When youre serving a customer, youre on stage

    Are you dressed for the part? Do you know your lines? Do you understand the play?

    WHAT IS CUSTOMER SERVICE?

    Who is Intexs Customer? How do we treat our customer?

    Surprised?
    Statistic about the loss of Customers:
    1% Die 3% Move away 9% Go away for cheaper prices 19% Are chronic customers 68% Leave due to bad service

    Cost of loosing a customer


    For every customer who bothers to complain, there

    are 26 others who remain silent.


    The average wronged customer will tell 8 to 16

    people
    91% of unhappy customers will never purchase

    services from you again.


    It costs about five times as much to attract a new

    customer as it costs to keep an old one.

    Customer Service
    Why do we need to treat our Customers well?
    We are the front liners They are our pay master They are the reason why I do my job They are the reason why Intex Exist

    What is CUSTOMERS expectation from us?


    Info
    Fast Accurate

    Attitude
    Positive Sincere

    Options

    Friendly

    MOMENT OF TRUTH
    The Customer is Respected
    And Understood And Treated Genuinely

    CUSTOMER CARE

    It

    is not enough just to give good service

    The

    Customer must perceive the fact that he is getting good service

    QUALITY OF SERVICE
    Customer judges quality on:
    Responsiveness Competency Courtesy Sensitivity Consistency

    COMMUNICATION SKILLS

    COMMUNICATION SKILLS
    Rules for effective communication : Listen Carefully Understand the customer Speak politely and clearly Give options Provide solutions

    Listening Effectively
    Don't talk but listen to the customer Do not interrupt Do not make the customer repeat Acknowledge the customer Answer from the customer's perspective only

    Understanding
    Probing Helps in identifying the customer's needs Sales is all about converting the suspect to prospect Ask open ended questions in order to probe Paraphrasing

    Examples of probing
    Can you tell me sir, for what purpose you need this product? Is it for regular use or for any other purpose? Are you using any of this right now?

    Conversation
    Tone Pitch Clarity Rate of Speech : 140-160 w/m

    Customer Handling
    Always SMILE Always greet the customer Build rapport Make the customer feel comfortable Empathize if necessary

    NON -VERBAL COMMUNICATION


    Postures Gestures

    Movements
    Eye Contact

    Using positive language!


    The way you express yourself will affect whether your message is received positively or negatively

    POSITIVE ATTITUDE
    What is attitude? Attitude is the way we look at things. Two types of attitudes Positive Negative

    The foundation of your success is Positive Attitude

    A POSITIVE ATTITUDE MAKE A DIFFERENCE


    Always be enthusiastic
    Smile, be friendly Try to meet a customers reasonable request Customer doesnt care if you are having a bad day

    You should leave your problem at home


    Customers expect to get more

    make work enjoyable for you and your customers

    Treat every customer as your first customer

    Donts
    I dont know We are closed Its over there I cant do that That is not my department Im new here

    I am busy right now


    Youre wrong Please hurry

    You will have to

    Dos
    Yes sir You are right However Ill check

    Ill refer to the management


    What we can do

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