Customer care,customer service

1. CUSTOMER SERVICE AS CUSTOMER’S
EXPECTATION.
Presented By:
Ziauddin Sawlet Ghani
SEVP & Head of IRMD

2. CUSTOMER LIFE CYCLE
CUSTOM
ER LIFE
CYCLE
1
4 3
5
2
RETAIN
DEVELOP ACQUIRE
INSPIRE
REACH

3. • Quality customer service is the key to customer
service success. Higher the quality greater the
customer satisfaction.
• Know your customers, remember their Name,
Date of Birth, Marriage day etc. and inquiry about
their wellbeing gives the impression that your
care.
• Maintain good relationship with customers. If you
want them come back.
• Greet every customer who walks through the
door. It leaves the impression that you are aware
of their presence.
• Find ways to take feedback from the customers to
find out what is important for them.

4. What customer expects from a Banker? When
He/She enter into a Branch premises
• Warm reception.
• Customer Friendly Behavior.
• Proper attention to His/Her issues.
• Listen customers Query/problem with
patience.
• Accurate information

5. • Philip Kotler, Author of Marketing
Management Said, That loyal customers are
satisfied customer and the said satisfied
customers are,
1) Will come again and again
2) Talk favorably about your bank which
means free advertisement.

6. Customer Service Philosophy:
A. Always remember never underestimate
customer on the basis of dress or small
amount transaction. Customers don’t care
about corporate clients or loads of customers
or shortage of man power.
B. Don’t wait until there’s a complaint to follow
up with your customers. Generally only a
handful of clients will come to you with an
issue while other keep their dissatisfaction to
themselves.

7. Customer Service Philosophy:
C. Don’t forget some customers are very Touchy/ highly
sensitive nature will just switch elsewhere without
spending time or complaining. Try your level best to
check in with all of your customers regularly to ensure
the customers stay happy and you are able to improve
the service you provide to those that aren’t. Don’t try
to treat every customer equally rather be logical.
D. It is far cheaper to keep a customer than gain a new
one. Acquisition and customer retention can
contribute to long term service success and bank’s
growth.

8. Customer Service Philosophy:
E. Every Bank in the country does everything to
obtain new customers, but when it comes to
retaining them with contention many of the
Bank’s/Branches Fail. Ignoring the existing
clients is simply suicidal for a Bank/Branch.

9. 7 customer service principles that can
change our business:
1. Support customers as a team.
2. Listen to customers (and share their ideas).
3. Be a real person (not a robot).
4. Be honest about what you don’t know.
5. Be empathetic.
6. Know your product.
7. Remember every second counts.

10. 15 Customer Service Skills that Every
Employee Needs:
There are certain customer service skills that every employee must
master if they are forward-facing with customers.
1. Patience
2. Attentiveness
3. Clear Communication Skills
4. Knowledge of the Product
5. Ability to Use "Positive Language"
6. Acting Skills
7. Time Management Skills
8. Ability to "Read" Customers
9. A Calming Presence “Staying cool
under pressure’’
10. Goal Oriented Focus
9. A Calming Presence “Staying cool
under pressure’’
10. Goal Oriented Focus
11. Ability to Handle Surprises
12. Persuasion Skills
13. Tenacity
14. Closing Ability
15. Willingness to Learn

11. -THE END-
• Any Question ?