How to deal with the customers in best possible way.

1. Customer Centricity

2. Topics we will discuss…
• Who are customers?
• Types of customers.
• What is customer service?
• What is customer centricity?
• Customer service elements.
• Importance of Attitude.
• Tips on displaying customer service attitude.
• What makes customer irate.
• Closing Thought.

3. Who are Customers?
• A customer, also called client, buyer, or purchaser, is usually used to refer to
a current or potential buyer or user of the products of an individual or
organization, called the supplier, seller, or vendor.
• The people to whom the goods are to be supplied or service rendered by the
supplier.

4. Individual or a group of people you may interact/service within the organization.
Examples : IT , Cafeteria ,HR ,Training, etc.
Some one who comes to your organization for product or service – the end
customer. These customer depends on the time , quality and accuracy of your
organization work.
Examples : Client, Vendors, Visitors , etc.
• Internal Customers
• External Customers
Types of Customers?

5. • Customer service is an organization's ability to supply their customers'
wants and needs.
• It is about treating customers with respect ,individuality and personal
attention.
• It is the ability to provide a service or product in the way it has been
promised.
Customer Service is…

6. Customer Centricity
• “Customer Centricity" means attending to the customer's needs.
• Customer Centricity is the only key differentiator in the current competitive
market - all competitors can obtain the technology and can make or buy the
content.
• Customer expectation of service is growing and growing - led by sectors
beyond the Telecom and media sectors.
Customer Centric
Product: Meet
customer needs
Customer Centric
Service: Meet
customer requirement
Customer Centric
Attitude: I Care
Attitude

7. • This is the 15th call I am taking and it’s the same
issue…
• 20th Field Visit and its all same…
• Another day however same old stuff to do…
• Its been over an year and…
Does this happens to you???

8. What will happen if...
Pilot feels bored
while flying?
Surgeon feels bored
while operating?
Engineer feels bored
while operating
machines?

9. As a key player, no matter how many…

10. Customer Service - Elements
Friendly Behavior
Accuracy when providing
information
Confident
Respectful
Welcoming
Honest
Professional
I Care attitude

11. Customer service attitude is the inherent ability to
look at every interaction with the customer as an
opportunity for customer delight and service
excellence”

12. I’m glad
I’m here
I’m delighted
to speak
with you
Repeat these words mentally as often as you want to ensure your thoughts.
I’m
committed
to creating a
‘wow’
experience
with you.
Three second drill

13. Attitude Checklist
What attitudes assist in providing good service?
• Enjoy helping people
• Handle people well
• Care for your customers
• Give fair and equal treatment to all
• Be understanding of people with special needs

14. Displaying Customer Service Attitude
Our beliefs fuel our
actions.
Positive beliefs lead
to positive actions
and negative beliefs
lead to negative
actions
Enthusiasm spells the
difference between
mediocrity and
accomplishment
Using Positive Language
Being Enthusiastic

15. Your problem
is important
To the customer
you are the
Company
Conveying Speed or urgency
Taking Ownership or accountability
Displaying Customer Service Attitude

16. Being Courteous/Polite
Example:
•“ May I please suggest something at this point…”
•“ It was my pleasure serving you”
•“ Thank you for your patience…”
Displaying Customer Service Attitude

17. Voice Control
• Customers should hear warmth, enthusiasm, care and commitment in
our voices.
• Don’t sound as if you know it all.
• Speak softly, clearly and courteously at all times.
• Speak with a moderate pace and with appropriate volume.
• Sentences should be short and simple

18. Problem Solving
• Know your product/work well.
• Accept responsibility to take care of the problem.
• Tell the customer what you are going to do and when
you are going to do it.
• Take immediate action to solve problem.
• Follow up to ensure that problem is solved.
• Make amends if something goes wrong.
• Give options.
• Be pro-active/anticipate customers’ need.
• Create a win-win situation.

19. Rapport Building
• Respect the other person and do not take him/her for granted.
• Say please and thank you when asking Customers for information.
• Make it easy for the other person to accept you.
• Use the Customer’s name.
• Show you are human too.
• Show your interest in the Customer’s needs.
• Let the customer know what the options are.

20. Listening
Active listening = Attending skills (being ready)
• Attend to immediate needs (if you need to finish something
before giving your full attention)
• Being available
• Eye contact
• Attentive posture
• Concentration
On an average, we can think four times faster than the listener can
talk!!!

21. Empathy & Sympathy
Empathy : Power of projecting one’s personality into (and so fully
comprehending) the object of contemplation.
E.g., “I can understand how upsetting this can be.”
Sympathy : (Capacity for) being simultaneously affected with the same
feeling as another.
E.g., “I’m really angry about this too. ”

22. Empathy
“I understand” statement holds no meaning for the listener if it is not combined
with the emotion of the customer that you relate to!
What you may say :
“I understand how frustrating that can be/how you feel.”
“I can understand how this must have thrown your schedule off balance”
Customers don’t care about WHAT you know, until they KNOW that you care.

23. As a Customer, What makes you Irate?
Activity

24. • Promises not delivered
• Service that was rude and insufficient.
• Conflicting messages from employees
• Feelings of being victimized by the business or operation.
• Misinformation from an employee.
• Delays and long waits.
• Lack of communication between parties and dispute.
• Treatment as being uninformed, wrong, or unimportant.
• Defective or inferior products.
• Feelings of being dismissed or discounted by the personnel.
• Business integrity or honesty that was questionable.
What makes customer irate?

25. Mistakes we make
• Trying to Justify
• Passive Listening
• Being Rigid
• Giving Excuses
• Long holds
• Contradictory statement
• Not giving alternatives
• Avoidance
• Telling them its their fault

26. How can you take Ownership?
• Take Full Responsibility
• Do what is required
• Think about solutions
• Do not be fearful of - New Situations

27. Story: About Mother

28. Mother Story: Discussion Points
• “If we show even half of the attitude that our mother has been carrying for all
these years we will make our customer happy.”
• “We always need to be patient with our customers. Respect them the way we
want to be respected.”
• “The right attitude will increase productivity, foster team work, increases quality
and reduces stress.”
• “If we do more than what is expected than we will take the customer from a
state of satisfaction to delight.”
• “Let’s see the difference between customer satisfaction and customer delight.”