1. Customer Service Akash Dolas

2. To my customer.I may not have the answer, but I’ll find it.I may not have the time, but I’ll make it.

4. Identify customers

5. Difference between yesterdays and today's Customers.

6. Understand service profit chain

7. Understand and create customer delight

8. Practice complaint handling skills

9. Tips to practice and demonstrate good customer service

10. What happens when customers are retain?

12. You as a customer… Share an experience about bad customer service

14. Is not dependant on us .We are dependant on them

15. Customer is purpose of work and not an interruption

16. Is a part of business

17. Does us favor when they come in

18. Is a person who comes to us with needs and wants. It is our job to fill them

19. They are the lifeblood of business so they require our courteous attention

21. Was lenient

23. Is not lenient

24. Is not negotiable

25. Willing to spend extra time to see if he had received best service

27. Customer will go where he/she receives best attention

28. There is no profit ,no growth, no jobs without customer

30. Why Customers leave?

32. Timeliness

33. Friendliness

34. Efficiency

35. Courtesy

36. Honesty

39. U – Understand the Customer

40. E – Explain features and benefits

41. S – Suggest Additional Items

43. Computer Crimes are vulnerable Good Customer Service Good Customer Service is when customer gets treatment that meets his/her expectations Customer Expectation What customer receives

44. Bad Customer Service Bad Customer Service is when customer gets treatment which is less his/her expectations Customer Expectation What customer receives

45. Excellent Customer Service When the customer gets little more than what he/she has expected. Good Service becomes excellent service + Customer Expectation What customer receives

48. External Customer 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

49. 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 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

50. Service Profit Chain

52. The customer reacts with a “wow” in return for the product /service

53. Every interaction with the customer has an opportunity to create delight

55. Apologize for the error / mistake / inconvenience

56. Listen actively and nod from time to time showing interest

57. Show Empathy – Put yourself in the customer’s place

59. Types of Customers and Handling them

61. Don’t interrupt

62. Use the pressure –cooker method

64. Be firm

65. Be polite

66. Be professional

68. Listen carefully what they have to say

69. Sound professional and don’t brush them aside

71. Greet each customer as he/she enters your service area

72. Smile make an eye contact when speaking to customers

73. Be a good listener and show interest in what the customer is saying

74. Don’t chat with other staff when customers are around

76. Avoid rushing or doing too many things at once

78. Second, position is strengthen in market

79. Third, marketing costs are cut

80. Fourth, insulates from price competition

81. Finally, satisfied customer is likely to sample other productsREMEMBER - The satisfied customer will attract more customers via word of mouth or by buzz marketing

83. Be open and flexible and adaptive to new approaches and ideas

84. Keep in clear focus that the desired outcome is a successful result

85. Know that in a service business, you are providing service - and its effectiveness is in the eyes of the recipient, not in the energy or activity expended. blog.saleslabdc.com

86. Akash Dolas akash.dolas@gmail.com +919822063638 www.linkedin.com/pub/akash-dolas-pmp-lion/7/70a/b www.twitter.com/akashdolas