CUSTOMER SERVICE

Types of Customers
Characteristics of the customers
Characteristics of the customers
Characteristics of the customers
SOLUTIONS
TO
HANDLING
CUSTOMERS
Tough Customer
 LISTEN ALLOW HIM/HER TO TALK FIRST

 EXPRESS YOUR POINTS AS

SUGGESTIONS CLEARLY

 BE COURTEOUS BUT FIRM

Uncertain Customer
MAINTAIN EYE CONTACT

BREAK BARRIERS

LISTEN

ASK THE RIGHT QUESTIONS

Angry or Irate Customer
BE ASSERTIVE-IN CONTROL- NOT ANGRY

BE POLITE TO THE POINT

CALM & CLEAR VOICE

DON’T GIVE HOLLOW PROMISES

EMPHASIZE
Knowledgeable Customer
 SATISFY HIS DESIRE FOR DETAIL

 NO FOOLING HIM
Friendly Customer
Respond to Warmth and Hospitality

Keep to Business
Why Service Matters
86 % of customers expect better services than they
did five years ago.
82% of customers will switch loyalty if better services
are not given
97% switched loyalty due to bad customer service
35 % said that a mere ‘Sorry’ would have stopped
from moving off.
The cost of acquiring new customers is 5 times the
cost of keeping old ones happy
Old customers bring returns about 3 to 7 times more
than to a new guest.
Increasing customer retention by 5 % can raise profits
by 25 to 30 %
Reducing Customer problems by 1 % can increase
profits a few crores over the years.
A customer is the most important
visitor on our premises, he is not
dependent on us.
We are dependent on him. He is
not an interruption in our work.
He is the purpose of it.
He is not an outsider in our
business.
He is part of it.
We are not doing him a favor by
serving him.
He is doing us a favor by giving us
an opportunity to do so.