1. Customer care 1

2. Objectives Understand customer and his needs Taking care of customer to his satisfaction Listening to customer Complaint handling 1.1.2

3. Who is customer? One who buys any goods or services. Customer is the king. Reason for our existence. One whom we depend on. 3

4. WHAT IS CUSTOMER CARE ? Customer care is a series of activities designed to enhance the level of “Customer satisfaction, the feeling, that a product or service has met the customer expectations.” 4

5. Customer care View the video clip on customer service by salesman and discusscustomer service 1.1.5

6.  NEGLECTED,  REJECTED,  UNIMPORTANT,  IGNORED,  WORTHLESS,  DEMOTIVATED,  DISHEARTENED  LET DOWN If not listened, customer feels …

7. Why customer care…. To face increased competition To increase our productivity Save our operating cost Obtain gains of a satisfied customer Obtain the TRUST of the customer Save our time and energy Enhance our reputation Have job satisfaction 7

8. Why customer care… To create customer loyalty Development of mutually satisfying long term relationships It is more expensive to win new customer than to retain existing customer 8

9. Why do customers quit ? 1% Die 3% Move away 5% Other friendship 9% competitive reasons 14% Due to product dissatisfaction 68% due to indifferent attitude by the staff towards customers. 9

10. Thumb Rule.. Rule 1: Customer is always right. Rule 2: If Customer is ever wrong, Reread Rule 1 10

11. Watch the video clip on telephonic interaction with a customer and discusstelephonic interaction 1.1.11

12. Our objectives of customer care… Integration of customer, technology and staff Identification of profitable customer by understanding their needs Improving delivery standards and reducing transaction cost 12

13. How …. Having cordial relationship – Relationship with customer is decided by behaviour of the customer and person in contact. – Behaviour is an extension of any one state of emotion GLAD SAD MAD SCARED 13

14. Customer care comprise … Job knowledge Listening skill Communication skill Complaints handling assertiveness 14

15. Job Knowledge.. Products and services Their benefits to the customer Operating procedures Network of staff with whom customer has to deal 15

16. Listening… Being attentive and showing it.. Involves absorbing and interpreting non- verbal messages Not hearing but understanding.. Not listening leads to rejection It is a thinking ability 16

17. Why we do not listen… We presume what other person going to say Waiting for our turn to speak Bored, Thinking something else Angry/hurry/tired/thirsty/uncomfortable 17

18. Facts of listening… Most persons listen to you to the extent that you listen to them We always like to hear what pleases us Listening makes communication Argument triggers end of communication Conflict is the result of poor listening Best way to talk to a disturbed person is …LISTEN 18

19. Improved body language… Look happy and cheerful Smile Make eye contact Observe body language and try to interpret it and react accordingly. 19

20. Complaints… Good measure of customer service of the department Source of information on customer needs and expectations Remember for every complaint received there are 20 others who do not complain Opportunity to show how good you are… Complaint well taken makes customer LOYAL 20

21. How to handle a complaint.. Make it easy for customer to complain Give a feeling that he is welcome Respond quickly Give customers benefit of doubt Be generous in your response Generate alternative solutions Always say what you can do and will do LEARN from the complaint 21

22. Handling verbal complaints.. Let the customer have his say Listen actively Say sorry for what has happened Do not argue and defend Concentrate on situation not the person Do not impose your solution 22

23. Five Cs of customer care Clear Concise Courteous Complete Correct 23

24. Group discussion Can you recall your good/bad experience as a customer List the points where the customer care person has gone wrong 24

25. Quote Customer is the profit … everything else is overhead 25

26. Customer relationship … better way SIX important words---” I admit I made a mistake” Four Important words—”what is your opinion” Two important words---” Thank You” One Most important word– “WE” One least important word---” I “ 26

27. Exercise Role Play 27

28. Customer “A customer is the most important visitor on our premises. He is not dependent on us; we are dependent on him. He is not an interruption in our work; he is the purpose of it. He is not an outsider in our business; he is a part of it. We are not doing him a favour by serving him; he is doing us a favour by giving us an opportunity to do so.” 1.1.28