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Customer Relationship

Management

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Objectives?

Understanding the concepts ofWho is a Customer andWhat is Service Quality

Differentiate between a good or bad customer experienceand its impact on organization

Understand the relation of customer services to thebrand image of Organization.

Leading and cascading commitment to deliveringconsistent and standardized Customer Services

Develop the attitudes to become the best in customer

services How to retain the leadership position in quality health &

medical services in the country.

Learn and Apply the standards provided in this trainingto achieve Highest Customer Services Standards

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CustomerEntitythat receives or consumes products

(goods or services) and has the abilityto

choose between different products andsuppliers

The slogan "customer is king" or "customer

is God" or "the customer is always right"indicate the importance of customers tobusinesses

http://www.businessdictionary.com/definition/entity.htmlhttp://www.businessdictionary.com/definition/receive.htmlhttp://www.businessdictionary.com/definition/product.htmlhttp://www.businessdictionary.com/definition/goods.htmlhttp://www.businessdictionary.com/definition/services.htmlhttp://www.businessdictionary.com/definition/ability.htmlhttp://www.businessdictionary.com/definition/supplier.htmlhttp://www.businessdictionary.com/definition/supplier.htmlhttp://www.businessdictionary.com/definition/ability.htmlhttp://www.businessdictionary.com/definition/services.htmlhttp://www.businessdictionary.com/definition/goods.htmlhttp://www.businessdictionary.com/definition/product.htmlhttp://www.businessdictionary.com/definition/receive.htmlhttp://www.businessdictionary.com/definition/entity.html

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CustomerWho is the Customer?

Customer is someone with a

problem or a need and hecomes to you for a resolutionof his problem or fulfillmentof his need and is willing to

pay the price for yoursolution.

What solution is providedand how it is provided

determines the value forcustomer

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Customer Service

"Customer service is the ability to provide a serviceor product in the way that it has been promised"

"Customer service is about treating others as youwould like to be treated yourself"

"Customer service is an organization's ability to

supply their customers' wants and needs"

"Customer Service is a phrase that is used todescribe the process of taking care of our

customers in a positive manner"

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Challenges & Rewardsof

Customer Services

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Importance of Customer?

Acustomer is the most important person in any business.

A customer is the ultimate boss who can fire anyone by notcoming to us

A customer is not an interruption of our work. He is thepurpose of our organizational existence.

We aren't doing him a favor by waiting on him.He is doing us a favor by visiting us

A customer is a stakeholder of our business - not anoutsider.

A customer is not just money in the cash register. He is a

human being with feelings and deserves to be treated withrespect.

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What is Quality

Quality = Performance / Expectation

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Criteria of Quality?

Quality in a service or

product is not what youput into it. It is what theclient or customer getsout of it.

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ACTIVITYWhat are the expectations

of customers

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Customer Loyalty Vs.

SatisfactionCustomer

Expectations

Not meeting

expectations

Meetingexpectations

Exceeding

expectation

CustomerSatisfaction

Dissatisfaction

Satisfaction, but

taken for granted

Enthusiasm &

Surprise

CustomerLoyalty

Defection

Variety Seeking

Customer Loyalty

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Would You Like FRIES

with That?

Fis for Friendliness

Ris for Reassurance

I is for Information

Eis for Extra mileSis for Sincerity

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Impact of Good and Bad

Customer Services on a

Business

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Cost of a Negative Experience

Some facts

On average, customers who have had a bad experience will

tell at least 9 other people.

For every customer who complains, there are 26 other

customers who have had similar problems.

96% of the customers who have had a bad experience will not

complain 90% of these customers will not return.

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Customer Services Attitude

My customer is my paymaster

Dont label or stereotype customers

Customer is not here to test you or your knowledge

How much do you like or enjoy your work?

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ACTIVITY POSITIVE WORDS NEGATIVE WORDS

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Are we Leading the

Customer Services or justManaging the Customer?

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Service Quality Culture Where serving customer is primary business

objective

Where everyone takes personal responsibilityand initiative for providing quality services

Where managers ensure that the staff givescustomers more importance than their bosses

Where staff support each other and depts.

collaborate rather than compete. Where customer complaints are considered as

opportunities to improve

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How does a customer perceive

a caring Organization?Customer-focused Organization

Convenient

Appreciates/

Values

Customers

Responsive

Take

Ownership

Transparent

(fees, rates,

policies)

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Service Quality Operational Target

Do it Right the first time, always the first time!

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Service Quality Personal Target

Making CustomersSmile

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Customer Service Mistakes

You Should Avoid

1. Getting rude with a customer

2. Ignoring a problem

3. Making the customer jump through hoops

4. Being placed on hold endlessly

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Courteous

Alive & energetic

Informative

Responsive

Never saysNo

CARING Guides right

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Service Standards Acknowledge customers within 10 seconds of his arrival Smile and make eye contact

Say AOA. Welcome to Mobilink, How may I help you?

Obtain and use customers name, where appropriate.

Seek permission from customer before attending toother distractions, like phone call

Show empathy and ask questions to understand

customer needs

Be informed/up to date on your operations, location ofvarious departments and concerned officers.

Guide customer to their desired location by providing

adequate information

Never leave a customer unattended or uninformed

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TELEPHONE STANDARDSAnswer phone by third ring

Smile and Greet customer by saying AOA, Thank youfor calling PIA, This is

Inform customer before placing on hold ortransferring the call

Your emotions and feelings are transferred to people

calling you Return calls same day before sundown

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Use non-verbal communication toSOFTEN

S = SMILE

O = Open Posture

F = Forward Lean

T = Touch, only if appropriateE = Eye Contact

N = Nod

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How to handle Disgruntled and

Angry Customers

DOS

Listen with the intent to understand.

Speak slowly and wait a few seconds before

responding.

Be assertive - not aggressive or passive

Keep the focus on the issue, not the customersbehavior

Take customer away from the scene

Apologize sincerely

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6 Things to Avoid With AngryCustomers

DONTS

Don't make threats

Don't argue

Don't hang up on the customer

Don't make the customer feel helpless

Don't raise your voice Don't tell a customer he/she is wrong

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WHAT WOULD

DO DIFFERENTLYSTARTING TOMORROW?

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