2. You As a Customer………..
Do you want & demand action?
Are you very direct and to the point in your
statements?
Do you make it clear what you want?
Do you lack patience?
Do you tend to speak faster?
Are you focused on results?
Are you usually not interested in details?
3. 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.
4. Who are Customers?
• 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.
5. 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!
6. Facts about Customers
• 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.
7. Finally, Customer is the King
(as told by M K Gandhi)
A customer is the most important visitor on our
premises.
He is not interrupting on our work.
He is the purpose of it.
He is not outsider to our business.
He is a part of it.
We are not doing a favor by serving him.
He is doing us a favor by giving us opportunity to do
so.
8. Some Startling Statistics
Only 4% of customers actually complain
For every complaint you receive there are 26
unattended
Around 75% of the complaining customers will
do business with you again, if you act quickly
It costs 5-6 times more to attract new customers
than to keep old ones
10. What all could “indifference” mean
Not being empathetic.
Not Listening carefully.
Not Reverting as discussed.
Not looking for solution but quoting “Company
Policy”.
11. So Most Of All
Customers go elsewhere because the
people they deal with are indifferent to
their needs 68%.
12. However.....
People largely understand that those providing
the service are humans, and can make mistakes
too.
70% will do business with you again if you resolve
their complaint satisfactory.
95% will continue doing business if their
complaint is resolved immediately.
13. What qualities are important to
our customers?
Accuracy
Friendliness
Timeliness
Efficiency
Courtesy
Honesty
14. QUALITY SERVICE ATTRIBUTES
Timeliness
- waiting time, queuing time, processing time
Accuracy
- error free, reliability
Courtesy
- front line manners
- telephone etiquette
Completeness
- scope of services
- availability of support
15. Summary
Customers want what we want – a positive
interaction when doing business with every
Customer Service Representative that they
come in contact with.
ITS ALL ABOUT THE
RIGHT ATTITUDE
