For educational and training purposes

1. Customer Delight

2.  Understand the importance of Customer & Customer Service
 Identify Internal & External customers
 Understand Moment of Truth & Service-Profit Chain
 Understand & create Customer Delight
 Practice complaint handling skills
 Tips to practice & demonstrate good customer service

3. Share an experience of Good
Customer Service

4. Share an experience of Bad
Customer Service

5. • 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.

6. • 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.

7.  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!

8. • 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.

9. 9%
9%
13%
69%
Others
Product
Dissatisfaction
Better Prices
Elsewhere
Poor Service

10.  Accuracy
 Friendliness
 Timeliness
 Efficiency
 Courtesy
 Honesty

11.  Any or all interactions which the customer has with
your organization while conducting business
 It is the ability to provide a service or product in the
way it has been promised
 It is also about treating customers with respect,
individuality, and personal attention
Customer Service

12.  G – Greet the customer
 U – Understand customer needs
 E – Explain features and benefits
 S – Suggest additional items
 T – Thank the customer

13. Good, Bad, & Excellent Service

14. Good service is when the customer gets
treatment that meets his/her expectations.
Customer
Expectation
What Customer
receives

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

16. When the customer gets a little more than what
he/she expected, Good Service becomes Excellent
Service
Customer
Expectation
What Customer
receives
+

17.  Internal Customers
 External Customers

18. An individual or a group of people you may
Interact / serve within the organization
Eg: IT, Cafeteria, Logistics, HR,
Facilities, Housekeeping

19. 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.

20. Any point in interaction during which the
Customer has an opportunity to form an
Impression (negative or positive) about the
Company through its services

21.  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

22. Good Service – Satisfied
CustomersHigher Sales
High Revenue/
More profits
Higher Incentives/Bonus to
Employees
Service-oriented employees

24.  Exceeding customers’ expectation is
delighting customers
 The customer reacts with a “wow” in return
for the product/service
 Every interaction with the customer has an
opportunity to create delight
 The challenge is to consistently maintain the
delight factor

25.  Appreciate/Thank the customer for sharing
the complaint
 Apologize for the error / mistake /
inconvenience
 Listen actively and nod from time to time
showing interest
 Show Empathy – Put yourself in the
customer’s place

26.  Resolve, if it is within your control. If not, bring it to
the notice of your supervisors
 If not solved immediately, take down the customer’s
details (name, telephone number, address) to
contact with the solution
 Do follow up till the customer is satisfied
REMEMBER: Don’t take customers’ complaints
personally

28. A slight mistake has made this customer
Mad.
How to handle?
 Let the customer finish talking. Don’t
interrupt. Use the pressure cooker
method
 Be firm and polite or else they may not
be happy

29. The customer who wants more than you
can offer. They are not easily satisfied.
How to Handle?
 Be firm yet polite
 Be professional
 Avoid being too docile but not rude

30. The Customer who listens to you. Is quite
meek and extra polite. Will sound apologetic
when complain.
How to handle?
 Listen carefully what they have to say
 Sound professional and don’t brush them aside
 Gain their confidence

31. BUT

32.  Smile
 Make yourself presentable/well groomed
 Greet each customer as he/she enters your service area
 Smile
 Make any eye contact when speaking to customers
 Be a good listener and show interest in what the customer
is saying
 Don’t chat with other staff when customers are around
 Smile

33.  Identify & anticipate needs – Customers don’t just
buy products/service; they buy good feelings &
solutions
 Make customers feel important & appreciated
 Avoid rushing or doing too many things at once
 Smile
 Apologize when something goes wrong
 Service a little more than they expect
 Use positive verbal & body language
 Smile