Customer Retention.pptx

METRO INDUSTRIAL GAS MANUFACTURING CORPORATION
Delivering Quality and Safety
CUSTOMER RETENTION
BAKIT AT PAANO NATIN ITO
MAPAPANATILI

Questions:
• Ano ang Customer?
• Bakit mahalaga ang isang Customer?
• Bakit mahalaga ang pananatili ng isang
Customer?
CUSTOMER RETENTION

Pananatili ng Customer
• Ito ay ang mga gawain at pamamaraan upang
mabawasan ang paglipat ng customer
• Ang layunin ng programang ito ay mapanatili
ang customer sa pamamagitan ng pagdevelop
ng customer loyalty and brand loyalty
initiatives.
• Dapat tandaan na ang pananatili ng customer
ay nagsisimula sa unang pakikipag-usap sa
customer hanggang sa buong buhay ng
relasyong customer-supplier.
CUSTOMER RETENTION

CUSTOMER RETENTION

Ang pananatili ng customer ay katulad ng katapatan ng customer
• Ang customer ay siyang nagpapasahod sa atin
at ang dahilan bakit tuloy ang ating trabaho
• Ang direktang uganayan sa customer ang
nagpapatibay ng ating relasyon sa kanya
• Good customer service = Customer
satisfaction
• Poor customer service = Iiwanan ka
• Sabi ng mga eksperto dapat na masiyahan
ang customer upang manatili siya
• That is where loyalty grows
CUSTOMER RETENTION

How does Metrogas stand on Customer retention
CUSTOMER RETENTION
No. of Customers in 2020: 221
No. of Customers in 2021: 104
New Customers in 2021: 42
Sales Revenue of Customers in 2020: P 32.0M
Sales Revenue of Customers in 2021: P 26.0M
Sales Revenue of New Customers in 2021: P 20.0M
Reasons for the lost customers in 2021:
a. Closed business - 23.0%
b. Low price - 35.0%
c. Considered as retail - 18.0%
d. Stopped delivery - 21.0%
e. Complaints of our service - 3.0%

Customer Loyalty
Customer Loyalty ay masusukat sa bilang ng pagbili sa atin
a. Loyal Customer
A A A A A A A A A
b. Occasional Switcher
A A B B C C A B C C
c. Switched Loyalty
A B B B B B B B B B

RECAP
1. Ano ang customer
2. Ano ang customer retention
3. Bakit kailangan nating targetin ang
100% customer retention rate?
4. Ano ang katangian ng Metrogas na
dapat nating gamitin sa
pagpapanatili ng customer?
CUSTOMER RETENTION

How to RETAIN customers?
1. Make the customer feel important
2. Think like a customer
3. Make every claim valid, solid and with integrity
• Quality
• Purity
• Delivery Time
• Inventory Record
• Credit Account Record
• After sales service
4. Be calm and persuasive
CUSTOMER RETENTION

1. Gawing feeling VIP ang customer
Q. Ano ang pinakamagandang serbisyo na
natanggap mo bilang customer
• Use their name and find ways to compliment
them but be sincere (customers know if you
are nambobola)
• Dapat ang salita mo at aksyon ay magkatugma
–iisa ang ipinapahiwatig
• Umisip ng magagandang salita upang ipadama
na customer ang una para sa Metrogas.
CUSTOMER RETENTION

CUSTOMER RETENTION
2. Think like a customer
• Always try to put yourself in clients point of view
• It’s about the customer, not about you
• ‘busy lang po kami’
• ‘down po ang system namin’
• ‘nakabakasyon po si Marites hanggang Jun 15’
• Skip the blame, solve the problem
• Use of technology is sending the wrong signal, nawawala
na ang human touch, ang pagaasikaso ng personal
• Queuing - just another ticket or number para sa iyo pero
sa customer it could be very important

CUSTOMER RETENTION
3. Make every claim valid, solid and with integrity
• Tell them what you CAN not what you CAN’T
• ‘Hindi po ako ang tamang tao para sa concern ninyo”
• ‘Salamat po, itransfer ko po kayo kay Mr Vili para
mas matugunan po kayo ng tama
• ‘Hindi ko po alam’
• ‘Bigyan po ninyo ako 5 minutes, isasangguni ko
lang po kay Mr. Manny at sagutin ko kayo’
• ’Hindi po ako authorized dyan e..’
• ‘Itanong ko lang po sandali sa Boss ko..’
• ’Hindi ko po masasagot yan hanggang Huwebes’
• ’Puwede ko po kayong mabigyan ng sagot unang
oras ng Huwebes’

CUSTOMER RETENTION
Use favor rather than command language
• ‘Ano ang order ninyo?’
• ’Puwede po malaman ang order ninyo?’
• ’Ano bang kompanya ito?’
• ’Maaari po bang malaman kung saan po sila, anong
kompanya?
• ’Maupo kayo’
• ‘Sandali lang po, maupo po muna kayo diyan habang
inaayos ko po ang concern ninyo.’

CUSTOMER RETENTION
a. All data input and encoded
1. Are accurate
2. Are up-to-date (real time)
3. Don’t make claims and assumptions
b. What are these data?
1. Credit account
2. Cylinder holdings
3. What else?
c. Quality and purity
1. QA tests are done
2. Safety and integrity tests are done
3. Understand the specs of our products

CUSTOMER RETENTION
a. Be a good listener
b. Identify customer needs by asking questions and
concentrate on the answers
c. Beware of making assumptions
d. Listen to their words, tone of voice, body language,
how do they feel?
a. Angry or frustrated?
b. Patient, cooperative?
c. In a hurry
e. Adjust accordingly

CUSTOMER RETENTION
Turn NO into YES
• Is there a way to get it done?
• Can you go the ’extra mile’?
• Easy for you, hard for them
• Look for creative ways to help our customers.
• When they have a reasonable request, say yes and
figure out later how to do it

CUSTOMER RETENTION
Turn NO into YES
• Request for training course (kunwari pinadala mo na ang
module pero di maopen) pero di pa naschedule
• ‘Di ko maopen e, puwede ba isend mo uli?’
• ‘Baka me problema po ang internet ninyo kaya di
maopen’
• ‘Isend ko po uli, para po mabasa ninyo at schedule na
natin next Wednesday para si Boss e makasama sa
training’
• Request for delivery same day
• ‘Pag ngayon lang po ninyo inorder, bukas na po
madeliver”
• ‘Normally po pag ngayon inorder bukas na po
madelivery, pero tignan ko po ang schedule ng mga
trucks”

CUSTOMER RETENTION
Follow up and Follow through
• Follow up
• Reach out to our customers, be proactive
• Confirm if problems have been solved
• Do questions remain, or new problem?
• Customers thrive on contacts and information
• Follow through
• Do what you promised to do when you promised
to do what you promised
• Being reliable is critical to positive perception

CUSTOMER RETENTION
When things go wrong
• Make it easy for the customers to complain
• Know how to apologize
• The customer may not be always right, but the customer
must have a feeling of winning
• Even if the customer is having a bad day, make the customer
feel comfortable
• Deal with the problem immediately and let the customer
know what you have done
• Value complaints – they are our ways to improve our
products and services

CUSTOMER RETENTION
When things go wrong
• Multiple calls received
• Not really your responsibility
• ’Hindi po ako ang nag-schedule ng delivery e, di ko
po alam kung kailan maideliver’
• ‘I’m sorry po kung di ko masabi kung kailan, pero
alamin ko po sa sales at agad po akong tatawag sa
inyo’ – huwag agad ipapasa ang tawag’
• Maling entry sa resibo
• ‘Ma’am busy po kanina ang sales clerk namin, baka
po nalito lamang’
• ‘I’m sorry ma’am sa error. Ako na po humihingi
paumanhin, ayusin po naming agad at ipadala
namin bukas rin ang tamang resibo’
• What is important is to follow up!

CUSTOMER RETENTION
REVIEW
• Customer retention takes 25% effort while getting new
customer takes 95%.
• Customer retention is synonymous to customer loyalty
• Good customer service is critical to perception of the
kind of products and service we offer
• Make the customer feel important
• Think like a customer
• Make every claim valid, solid and with integrity
• Quality
• Purity
• Delivery Time
• Inventory Record
• Credit Account Record
• After sales service
• Be calm and persuasive

CUSTOMER RETENTION
Remember:
A man without a smiling face,
MUST NOT open a shop.

CUSTOMER RETENTION
“Make new friends, but keep the old.
One is silver, the other gold.”
Acquiring New Customers Is
Important, But Retaining Current
Ones Accelerates Profitable Growth

CUSTOMER RETENTION
Expand your mind, change Metrogas.
THANK YOU

Customer Retention.pptx

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