2. Objectives
Understand the importance of Customer & Customer Service
Identify Internal & External customers
Understand Moment of Truth & Service-Profit Chain
Understand & create Customer Delight
Practice complaint handling skills
Tips to practice & demonstrate good customer service
3. YOU as a customer…
Share an experience of Good
Customer Service
4. YOU as a customer…
Share an experience of Bad
Customer Service
5. Who are Customers?
• The most important person in any business.
• Is not dependent on us. We are dependent on them.
• Is not an interruption of our work, but the purpose of it.
• Is part of our business – not an outsider.
• Does us a favor when they come in. We aren’t doing
them a favor by serving them.
6. • A customer is not just money in the cash register. They
are human beings with feelings and deserve to be
treated with respect.
• Is a person who comes to us with their needs and
wants. It is our job to fill them.
• Deserves the most courteous attention we can give
them. They are the lifeblood of every business.
Who are Customers?
7. Facts about Customers
The Customer is the business’ biggest asset
The Customer pays all our salaries wages and
bonuses
The customer will go where he/she receives the
best attention
There is no profit, no growth, no jobs without the
customer
Hence, You must be your customers’ best choice!
8. • A typical dissatisfied customer will tell 8-10 people
about their problem.
• 7 out of 10 complaining customers will do business
with you again if you resolve the complaint in their
favor.
• If you resolve a complaint on the spot, 95% will do
business again.
Facts about Customers
10. What qualities are important to
our customers?
Accuracy
Friendliness
Timeliness
Efficiency
Courtesy
Honesty
11. Any or all interactions which the customer has with
your organization while conducting business
It is the ability to provide a service or product in the
way it has been promised
It is also about treating customers with respect,
individuality, and personal attention
Customer Service
12. Customer Service - GUEST
G – Greet the customer
U – Understand customer needs
E – Explain features and benefits
S – Suggest additional items
T – Thank the customer
14. Good Customer Service
Good service is when the customer gets
treatment that meets his/her expectations.
Customer
Expectation
What Customer
receives
15. Bad Customer Service
Bad Service is when customer gets treatment
which is less than his/her expectations
Customer
Expectation
What Customer
receives
16. Excellent Customer Service
When the customer gets a little more than what
he/she expected, Good Service becomes Excellent
Service
Customer
Expectation
What Customer
receives
+
18. Internal Customer
An individual or a group of people you may
Interact / serve within the organization
Eg: IT, Cafeteria, Logistics, HR,
Facilities, Housekeeping
19. External Customer
Someone who comes to your organization
for products or services – the end customer
These customers depend on the timelines,
quality, and accuracy of your organization’s
work.
20. Moment of Truth
Any point in interaction during which the
Customer has an opportunity to form an
Impression (negative or positive) about the
Company through its services
21. Moment of Truth
When a moment of Truth for a customer
has been a negative experience, it
becomes a Moment of Misery
On the other hand, when the interaction
has been extremely positive, it becomes
a Moment of Magic for the customer
22. The Service-Profit Chain
Good Service – Satisfied
CustomersHigher Sales
High Revenue/
More profits
Higher Incentives/Bonus to
Employees
Service-oriented employees
24. Customer Delight
Exceeding customers’ expectation is
delighting customers
The customer reacts with a “wow” in
return for the product/service
Every interaction with the customer has
an opportunity to create delight
The challenge is to consistently maintain
the delight factor
25. Complaint Handling
Appreciate/Thank the customer for sharing the
complaint
Apologize for the error / mistake /
inconvenience
Listen actively and nod from time to time
showing interest
Show Empathy – Put yourself in the
customer’s place
26. Resolve, if it is within your control. If not, bring it
to the notice of your supervisors
If not solved immediately, take down the
customer’s details (name, telephone number,
address) to contact with the solution
Do follow up till the customer is satisfied
REMEMBER: Don’t take customers’ complaints
personally
Complaint Handling
28. Angry Customer
A slight mistake has made this customer
Mad.
How to handle?
Let the customer finish talking. Don’t
interrupt. Use the pressure cooker
method
Be firm and polite else they may not
be happy
29. Demanding Customer
The customer who wants more than
you
can offer. They are not easily satisfied.
How to Handle?
Be firm yet polite
Be professional
Avoid being too docile but not rude
30. Passive Customer
The Customer who listens to you. Is quite
meek and extra polite. Will sound apologetic
when complain.
How to handle?
Listen carefully what they have to say
Sound professional and don’t brush them aside
Gain their confidence
32. Tips for Good Customer
Service
Smile
Make yourself presentable/well groomed
Greet each customer as he/she enters your service area
Smile
Make any eye contact when speaking to customers
Be a good listener and show interest in what the
customer is saying
Don’t chat with other staff when customers are around
Smile
33. Identify & anticipate needs – Customers don’t just
buy products/service; they buy good feelings &
solutions
Make customers feel important & appreciated
Avoid rushing or doing too many things at once
Smile
Apologize when something goes wrong
Service a little more than they expect
Use positive verbal & body language
Smile
Tips for Good Customer
Service
