Group Members (SUFIes)

M.haroon afzal bsme-01113017 Akmal hafeez bsme-01113011 Waqas gul bsme-01113066 Rashid munir bsme-01113015 Tauswer Niaz BSME-01113065

CUSTOMER

• A customer is  the  recipient  of  a good, service, product,  or idea,  obtained  from  a seller, vendor,  or supplier for  a monetary  or  other  valuable  consideration. Customers  are generally categorized into two types…

• Intermediate Customer Or Trade Customer

• Ultimate Customer

CUSTOMER Care

• Customer  care  is  at  the heart of  all  successful  companies.  It can  help  you  develop  a  loyal  customer  base  and  improve relationships with your customers.

Customer is important… Why ???

• You may have number of products. but, there should be some one to buy. Otherwise it is of no use…

Customer is KING..

• Awareness today.. Thanks to media.• Wide Range of products..• Competition• Better quality• Question a lot• Tell about Bad to Ten - but good to none !

Dealing with customer..

• Listen carefully– Show you are listening– Avoid interruptions

• Ask clear questions– Find the problem

• Be polite– Use positive language

• Smile– You can tell when some one is smiling even if you can’t see them !

Rashid Munir bsme-01113015

Strategies of building customer loyalty

Ladder of customer loyalty

Advocate

Supporter

Client

Customer

Prospect

Strategies

• Building brand equity

• Creating customer satisfaction 

• Creating and maintaining relationships

Facts about customer Care

• 54% to 70% of customers who complain will do business with you  again  if  they  feel  their  problem  is  resolved.  That  figure jumps  to  95%  if  the  customer  feels  the  complaint  has  been resolved quickly.

• 80% of business  leaders believe their companies are doing a good job in the way they treat customers.

•  Only 8% of customers agree.

Why it matters?

Businesses need to recognize:

•The benefits of having satisfied customers

•The costs of having dissatisfied customers

Rules for good customer service

Rules

• Answer your phone– Make sure that someone is picking up the phone when someone calls your business. 

• Don’t make promises unless you WILL keep them• Listen to your customers

– Let your customer talk and show him that you are listening by making the appropriate responses, such as suggesting how to solve the problem . 

• Deal with complaints • Be helpful, courteous, and knowledgeable

Tauswer Niaz bsme-01113065

Words that damage customer relationship

• You don’t understand.• I don’t know. • I can’t…• You don’t see my point. • Hold on (or hang on)  a second. • Our policy says (or prohibits)…• That’s not my job/responsibility.• You must/should…• You’ll have to…• What you need to do is…

Words that damage customer relationship

• Please.• Thank you.• How may I help?• I was wrong.• You’re right.• I understand how you feel.• Have you considered …• I’m sorry for …• What do you think?• Would you mind?

Communication is a 2-way Process

Communication skills involve:• Listening to others (Receiving) message • Asserting/ Expressing (Sending)

sender

receiver

sender

receiver

BarriersBarriers

Effective Communication Skills

Eye contact & visible mouth

Body language

Some questions

Encouragement silence to continue

Summarising Checking for understanding what has been said Smiling face

Effective Communication skills

Barriers to Effective Communication

Language Noise

Time Distractions

Other people Put downs

Too many Lack of interest

Questions

Distance Disability

Discomfort

with the topic

Barriers to effective communication

AKMAL HAFEEZ bsme-01113011

Factors Affecting the Quality of Service

• Reliability• Confidence• Responsiveness• Efficiency• Consistency• Organization• Acceptance of and adherence to policies and procedures

Dealing with Difficult Behavior

• Label the behavior, not the customer• Listen• Don’t get defensive• Don’t take it personally• Find out what the customer wants• Discuss alternatives • Take responsibility for what you CAN do• Agree on action

Why do customers quit ?

• 1% Die• 3% Move away• 5% Form other friendship• 9% For competitive reasons• 14% Due to product dissatisfaction• 68% due to indifferent attitude by the staff towards customers.

Thumb Rule..

• Rule 1:  Customer is always right.

• Rule 2: If Customer is ever wrong,

• Reread Rule 1

We are in business…Key to success

• Friendly approach process

• Employees commitment to customer satisfaction

• Keep short term & long term satisfaction

HAROON AFZALbsme-01113017

BEST CHEVROLET

SUMMARY

Best Chevrolet,  a  100-person Chevrolet dealership  in Hingham, Massachusetts,  has  been  regularly  engaging  Disney  Institute from  the  mid-1990s  to  today  in  an  ongoing  effort  to  improve their  company  culture  and  boost  their  customer  satisfaction levels.

THE BAD OLD DAYS

Our customers weren’t happy. Our employees weren’t happy. 

PROFESSIONAL DEVELOPMENT COURSE

• If you take care of your customers they will want to come back. 

• We realized we had to change our mindset and put our customers first.

IMPLEMENTING PRACTICES

• Make people happy.• That includes the customer and our people.• We stopped using pressure techniques to sell a car and focused on pleasing the customer.

AN ONGOING PROCESS

AN ONGOING PROCESS

• Rebuilding a culture is an ongoing process.

• Everyone who goes comes back excited with new ideas and inspires others with their enthusiasm,”

RESULTS

• The   firm’s   Customer   Satisfaction    Index    (CSI)    is    in    the   90s, compared to an industry average of 80.6 percent.

• Employee  retention  has  also  jumped.• Best   Chevrolet’s    retention    rate,    a   measurement   of    the number  of  customers  who  still  have  their  cars  serviced through five years after purchase, has jumped to a whopping 64 percent, compared to an industry average of 39.7 percent.

CONCLUSION

CONCLUSION