2. Objectives?
Understanding the concepts of “Who is a Customer” and
“What is Service Quality”
Differentiate between a good or bad customer experience
and its impact on organization
Understand the relation of customer services to the
brand image of Organization.
Leading and cascading commitment to delivering
consistent and standardized Customer Services
Develop the attitudes to become the best in customer
services
How to retain the leadership position in quality health &
medical services in the country.
Learn and Apply the standards provided in this training
to achieve Highest Customer Services Standards
3. Customer
Entity that receives or consumes products
(goods or services) and has the ability to
choose between different products and
suppliers
The slogan "customer is king" or "customer
is God" or "the customer is always right"
indicate the importance of customers to
businesses
4. Customer
Who is the Customer?
Customer is someone with a
problem or a need and he
comes to you for a
resolution of his problem or
fulfillment of his need and is
willing to pay the price for
your solution.
What solution is provided
and how it is provided
determines the value for
customer
5. Importance of Customer?
A customer is the most important person in any business.
A customer is the ultimate boss who can fire anyone by
not coming to us
A customer is not an interruption of our work. He is the
purpose of our organizational existence.
We aren't doing him a favor by waiting on him.
He is doing us a favor by visiting us
A customer is a stakeholder of our business - not an
outsider.
A customer is not just money in the cash register. He is a
human being with feelings and deserves to be treated
with respect.
11. Customer Service
"Customer service is the ability to provide a service
or product in the way that it has been promised"
"Customer service is about treating others as you
would like to be treated yourself"
"Customer service is an organization's ability to
supply their customers' wants and needs"
"Customer Service is a phrase that is used to
describe the process of taking care of our
customers in a positive manner"
12. Customer Services Attitude
My customer is my paymaster
Don’t label or stereotype customers
Customer is not here to test you or your knowledge
How much do you like or enjoy your work?
13. Cost of a Negative Experience…
Some facts
96% of the customers who have had a bad experience will not
complain… 90% of these customers will not return.
On average, customers who have had a bad experience will
tell at least 9 other people.
For every customer who complains, there are 26 other
customers who have had similar problems.
14. Are we Leading the
Customer Services or just
Managing the Customer?
15. Service Quality Culture
Where serving customer is primary business
objective
Where everyone takes personal responsibility
and initiative for providing quality services
Where managers ensure that the staff gives
customers more importance than their bosses
Where staff support each other and depts.
collaborate rather than compete.
Where customer complaints are considered as
opportunities to improve
16. Service Standards
Acknowledge customers within 10 seconds of his arrival
Smile and make eye contact
Say “ AOA. Welcome to Mobilink, How may I help you?”
Obtain and use customer’s name, where appropriate.
Seek permission from customer before attending to
other distractions, like phone call
Show empathy and ask questions to understand
customer needs
Be informed/up to date on your operations, location of
various departments and concerned officers.
Guide customer to their desired location by providing
adequate information
Never leave a customer unattended or uninformed
17. TELEPHONESTANDARD
Answer phone by third ring
Smile and Greet customer by saying “AOA, Thank
you for calling PIA, This is ………
Inform customer before placing on hold or
transferring the call
Your emotions and feelings are transferred to people
calling you
Return calls same day before sundown
18. How does a customer perceive
a caring Organization?
Customer-focused Organization
Convenient
Appreciates/
Values
Customers
Responsive
Take
Ownership
Transparent
(fees, rates,
policies)
20. Customer Service Mistakes
You Should Avoid
1.
Getting rude with a customer
2.
Ignoring a problem
3.
Making the customer jump through hoops
4.
Being placed on hold endlessly
21. Things to Avoid With Angry
Customers
DONTS’
Don't make threats
Don't argue
Don't hang up on the customer
Don't make the customer feel helpless
Don't raise your voice
Don't tell a customer he/she is wrong
22. How to handle Disgruntled and
Angry Customers
Listen with the intent to understand.
Speak slowly and wait a few seconds before
responding.
Be assertive - not aggressive or passive
Keep the focus on the issue, not the customer’s
behavior
Take customer away from the scene
Apologize sincerely
23. Use non-verbal communication to
SOFTEN
S
O
F
T
E
N
= SMILE
= Open Posture
= Forward Lean
= Touch, only if appropriate
= Eye Contact
= Nod
