How to give Good customer Service

GOOD CUSTOMER SERVICE
By
Aakash Narwal

ONE SATISFIED CUSTOMER….
IN 10 YEARS WILL BRING YOU 100 MORE

What can a satisfied customer do?

World of mouth recommendation is a very powerful
and highly cost effective marketing tool.

• Satisfied customers become –

• Satisfied customers become – Advocates

• Satisfied customers become –

• Satisfied customers become – Repeat purchasers / Rxbers

• Satisfied customers bring you –

• Satisfied customers bring you – Prospects
(who in turn become customers)

• Satisfied customers

• Satisfied customers increase our sales & profits.

• Satisfied customers increase our sales & profits.
• Satisfied customer helps you to earn your Incentives, Awards
& Rewards.

Customer retention is the key for consistent
business growth

business growth
As per research:

business growth
• It costs 5 times more money to acquire a new customer
than retain an existing one.
As per research:

business growth
• If we increase our customer retention rates by 5% we
increase our sales/ profits by 25%.
As per research:

business growth
• 80% of Future business comes from 20% Existing
customers.
As per research:

business growth
customers.
• 68% customers leave due to poor customer service.
As per research:

business growth
customers.
• 68% customers leave due to poor customer service.
We have to retain our customers with exceptional
customer service.
As per research:

Customer Retention-Key for consistent business growth

At present we are in Buyer’s Market

As Supply Exceeds Demand
&

As Supply Exceeds Demand
&
Customer is the King.

DISSATISFIED CUSTOMER
• No future business

• Business lost to competition

• Business lost to competition
• Negative publicity

“Customer service does not come from a
manual……..It comes from the heart.”

Steps to Good Customer Service

1. Start with a smile.

2. Have a Positive Attitude.

3. Treat customers with empathy & understanding.

4. Respond promptly & accurately

5. Be reliable

5. Be reliable
6. Explain the process

5. Be reliable
7. Maintain communication

5. Be reliable
8. Be the expert- Solution Provider

5. Be reliable
9. Anticipate customers needs

5. Be reliable
10. Look for ways to get to yes

5. Be reliable
11. Ensure every customer visit goes well

5. Be reliable
12. Always follow-up

5. Be reliable
13. Own up to mistake with humility & honesty

5. Be reliable
14. Make relationship matters.

1. Start with a smile

It shows friendliness.

It shows friendliness.
Smiling immediately puts the customer at ease &
signals that you are ready and able to help.

2. Have a Positive Attitude

Be respectful, polite & enthusiastic.

Be respectful, polite & enthusiastic.
Displaying professionalism, shows the customer
that you value their work.

Need empathic listening.

Need empathic listening.
Customer want to know that you understand
their situation and their special circumstances.

Give the correct information on time.

Lets customers know when they can expect the results

Lets customers know when they can expect the results
Always do the job right the first time.

5. Be reliable

5. Be reliable
Shows your customers that you can deliver their
requested goods or service on time.

Make sure that your customers understand your
process and procedures.

Make information accessible.

Make information accessible.
Have a transparent system for your customers to
submit and follow up on requests.

8. Be the expert-Solution Provider

8. Be the expert-Solution Provider
Shows the customer that you are the right person
with the right expertise to deliver the products that
they need and solve their problems.

9. Anticipate customer needs

9. Anticipate customer needs
The more you know your customer, the better you
can serve their needs.

Explore all applicable regulations in order to find all
available solutions to help your customers.

Ensure every customer visit goes well by:

Establishing rapport

Recommending actions

Obtaining agreement

Obtaining agreement
Determining next steps

Ensure that you have a system in place to contact
every customer in order to make sure their needs
were met.

We all make mistakes.

When they occur-

When they occur-
 Apologize

When they occur-
 Apologize
 Take ownership and

When they occur-
 Apologize
 Take ownership and
 Solve the problem

We all need to remember that our customer’s success is
our success and the success of our company.

Customer Service Philosophy
Having a clearly defined images of what our organization stands for,
consistently communicating it and living up to that image is what it takes to
stand out from the crowd.

Customer Service Standards
Professional Etiquettes

Professional Etiquettes/ How we have to behave
towards customers

Professional Etiquettes
towards customers

Professional Etiquettes/ Common Customer Service Standards :-
towards customers

• Dress
towards customers

• Dress/ Professional Appearance
towards customers

• Behavior
towards customers

• Behavior/ Interacting with customers
towards customers

• Delivery of our services
towards customers

• Delivery of our services/ Key Performance Standards
towards customers

• Product quality
towards customers

• Product quality/ Product promotion as per customer need
towards customers

HOW TO SHOW ETIQUETTES
Professional Appearance

• Clean, pressed dress

• Clean, pressed dress:- No Flashy Colors – Shirt, Trouser and
Matching Necktie

Matching Necktie
( You Are Not A Model For An Advertisement)

Matching Necktie
• Grooming

Matching Necktie
• Grooming – Hair Cut, Shave

Matching Necktie
• Use Fresh Inner Clothes, Socks

Matching Necktie
• Shoes and matching socks – Polish Shoes ( Black/ Brown)

Matching Necktie
• Shoes and matching socks – Polish Shoes ( Black/ Brown)
• Smile, Smile

Interacting With Customers

1. Shake Hand- When & How

2. Business card – When & how to give

3. Take permission before sitting

4. Never keep your sales kit on the customer’s table

5. Posture

5. Posture
6. Eye Contact

5. Posture
6. Eye Contact
7. Mobile on silent mode

8. Sales kit arrangement

9. Use of plastic folder

10. Never interrupt but always listen

11. Takes notes-keep your spiral note book ready

12. Voice Modulation

13. Enthusiasm

13. Enthusiasm
14. Thank the customer

• When visiting a customer at Residence

- Ring the doorbell only once

- Greet the customer with a smiling face

- Introduce yourself by showing your I-card (If First Time)

- Take permission before getting inside

- Take permission to sit down or wait

- Take permission to sit down or wait
- Announce the purpose of your visit

•Professional way of talking to customers over the phone

- Greet the customer

- Identify yourself

- Identify yourself
- State the purpose

- Identify yourself
- State the purpose
- Reconfirm

- Identify yourself
- State the purpose
- Reconfirm
- Thank the customer

- Identify yourself
- State the purpose
- Reconfirm
- Thank the customer
•Prepare the Detailing Bag

Management
• APPOINTMENT
• ROUTE PLANNING

Management
• APPOINTMENT
• ROUTE PLANNING
• WAITING TIME UTILISATION

Management
• APPOINTMENT
• ROUTE PLANNING
• WAITING TIME UTILISATION
• TIME REQUIRED FOR PRESENTATIONS

Handling Customer Complaints
Two types of Heart Attack,

1) Violent Heart Attack

1) Violent Heart Attack:- Having Clinical Signs

It’s good as it put you on notice

2) Silent Heart Attack

2) Silent Heart Attack:- No Clinical signs

patient die in sleep without any notice

Customer who is shouting on complaints, expressing his dissatisfaction/ anger is
much better than silent customer ( who is not shouting and change the brand)

Customer who is shouting on complaints, expressing his dissatisfaction/ anger is
much better than silent customer ( who is not shouting and change the brand)
In case of Violent customer we have a chance to retain him, he is not here to left
you ( for that he never complaint, just switch the brand)

Why Customer Complaints?
• To seek the solutions on his problem

• His expectations are not being met

• He made wrong assumption

• He is suspicious

• Not understand the product( lack of product knowledge)

• Speed of handling customer complaints

• After sales service

• Promises not meet

• He feels he was not listened to

• His integrity or honesty was questioned

• His integrity or honesty was questioned
• V.S.O. argued with him

Basics of Handling Customer having Complaints

In India, Customer is very generous and respecting the Brand.

Research confirms:- Out of ten, only one customer complaints.

So, we should very serious on each and every complaints.

1) Treat customers with COURTSEY.

Make a habit of courtesy & not an exception

(For eg. Will you remove Shoes entering a temple in a Jungle?)

2) Make them feel important

2) Make them feel important
3) Be willing to help them (likes a friend)

4) Learn to smile. Do not Moan (sigh)

5) Our personal appearance reflects our company standard.

6) We have to fully armed with Needed Information, Pricelist, Company
Terms, Product range, Trial Reports, FAQ…………..

6) We have to fully armed with Needed Information, Pricelist, Company
Terms, Product range, Trial Reports, FAQ…………..
7) Do not blame others & company (It will Spoil your name)

Dealing with Complaints
1) Be calm

1) Be calm
2) Use open ended questions ( why?, When?, Where?, Which?,
How?, Can you Explain?...)

1) Be calm
3) Active Listening

1) Be calm
3) Active Listening
4) Empathies

1) Be calm
3) Active Listening
4) Empathies
5) Do not justify lapses (gaps/ delays)

1) Be calm
3) Active Listening
4) Empathies
6) Make notes ( Clarify doubts)

1) Be calm
3) Active Listening
4) Empathies
6) Make notes ( Clarify doubts)
7) Agree on a course of Action:- (Give time frame, Be sure you can
meet deadline & consult others for dates)

8) Promise less, perform better (Build credibility)

9) Follow through(Take follow up action, Inform customer and make
sincere effort)

sincere effort)
10) Warning:-

sincere effort)
10) Warning:-
• Bad Situation becomes worst by not following through

sincere effort)
10) Warning:-
• Not sticking to deadline is bad, not informing another deadline is worse.

sincere effort)
10) Warning:-
• Not sticking to deadline is bad, not informing another deadline is worse.
• Do not say things like:- I can not believe it, This can not be true, You are joking…

Good service is not just smiling at your customer
But getting your customer to smile at you

How to give Good customer Service

How to give Good customer Service

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