1. BY Barath Surendran For ALL CARGO LOGISTICS – By Barath Surendran

2. To create a profit? To employ people? To do work? To serve the customer? For ALL CARGO LOGISTICS – By Barath Surendran

4. 68% companies loose business because of poor customer service. It takes 5 times to get a new customer than to keep the existing customer. 95% of all jobs are directly related to customer service. For ALL CARGO LOGISTICS – By Barath Surendran

5. Life time value of a customer. Think about your organizational chart! Life time value of a customer. Think about your organizational chart! CEO VP SALES Manager Sales Executive Customer Operations Manager For ALL CARGO LOGISTICS – By Barath Surendran

6. Change is needed from Product oriented into Customer Oriented. Customer Sales Executive Manager VP SALES CEO For ALL CARGO LOGISTICS – By Barath Surendran

7. Repeat business from customers is the key area to concentrate. Customers perception is the reality! Look from the customers eyes! Dont delay when your customer calls you! For ALL CARGO LOGISTICS – By Barath Surendran

8. When a customer comes in contact with your people there is moment of truth! For ALL CARGO LOGISTICS – By Barath Surendran

9. Satisfy employees needs – Business cards, free meal (food) everyday! 3 hour orientation for every employee with the top management. Service excellence program – recognize outstanding skills in customer service. Separate committee for service and policy changes. Have employee focus groups! For ALL CARGO LOGISTICS – By Barath Surendran

10. Employee peer evaluation program Evaluation of managers by the employees Incentive schemes for Good service. Personal skills development Managers need to coach and not police. Self managed Groups. For ALL CARGO LOGISTICS – By Barath Surendran

12. Customer Input and constant Measurement! Effective service strategies Solid support systems (customer friendly support systems) Service team - Customer friendly people.

13. Who the customer is? Measure what is important to the customer! Talk to customers! Get feedbacks from unhappy customers Develop your strategy to handle your customers! For ALL CARGO LOGISTICS – By Barath Surendran

15. Reliability and Dependability Accuracy And competence! For ALL CARGO LOGISTICS – By Barath Surendran

16. Caring for your Customer! Empathy and Trust! For ALL CARGO LOGISTICS – By Barath Surendran

17. Tangibility! Responsiveness! For ALL CARGO LOGISTICS – By Barath Surendran

18. Example : See FedEx Video For ALL CARGO LOGISTICS – By Barath Surendran

19. The First thing to do is to apologize. Dont waste time scapegoating – blaming yourself, your company or your customer. The First thing to do is to apologize. Dont waste time scapegoating – blaming yourself, your company or your customer. For ALL CARGO LOGISTICS – By Barath Surendran

21. Dont make your customer wait too long! For ALL CARGO LOGISTICS – By Barath Surendran

22. Customer service is more than just smiles and happy faces! Courtesy and respect! Good Manners and Civility! For ALL CARGO LOGISTICS – By Barath Surendran

23. Product knowledge Company knowledge Listening skills Problem solving skills For ALL CARGO LOGISTICS – By Barath Surendran

24. Stay calm and in control of yourself. Try to solve his problems! Empathy Vs sympathy You need to be caring!

25. It is the quality of what is accomplished and not the quantity of time! What maters is: Cleanliness Friendliness Service quality. Example: Dun and Bradstreet Scandinavian Airlines For ALL CARGO LOGISTICS – By Barath Surendran

27. I dont know I dont care I cant be bothered I dont like you I know it all You dont know anything We dont want your kind here Dont come back I am right and you are wrong Hurry up and wait!

28. Be honest with yourself and honest with your customers. Understand Read rules and Blue Rules Ask relevant questions Dont ask too personal questions Ask the right question Solve relevant customer problems. For ALL CARGO LOGISTICS – By Barath Surendran

29. I dont know We cant do that You will have to Hang on a second, I will be.. No – when used at the beginning. For ALL CARGO LOGISTICS – By Barath Surendran

30. Apologize/Acknowledge Listen, Empathize, and Ask Open Questions Fix the Problem Quickly and Fairly Offer AtonementFollow Up

31. For ALL CARGO LOGISTICS – By Barath Surendran

32. What customer needs! Beyond Expected! For ALL CARGO LOGISTICS – By Barath Surendran

33. You are helping the customer Customer Service You are selling the customer! SALES For ALL CARGO LOGISTICS – By Barath Surendran

34. Good Feelings! Solutions to problems! For ALL CARGO LOGISTICS – By Barath Surendran