Customer Delight

The Bridge to Our Customers


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

YOU as a customer« Share an experience of Good Customer Service

YOU as a customer« Share an experience of Bad Customer Service

Is part of our business ± not an outsider. We are dependent on them. We aren¶t doing them a favor by serving them. but the purpose of it.Who are Customers? ‡ ‡ ‡ The most important person in any business. ‡ ‡ . Is not dependent on us. Does us a favor when they come in. Is not an interruption of our work.

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.Who are Customers? ‡ A customer is not just money in the cash register.

Tangible & Intangible Tangible : Direct customer. . Friends & colleagues. patient etc Intangible : Relatives.

You must be your customers¶ best choice! . no jobs without the customer Hence.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.

Facts about Customers ‡ A typical dissatisfied customer will tell 8-10 people about their problem. 95% will do business again. . ‡ If you resolve a complaint on the spot. ‡ 7 out of 10 complaining customers will do business with you again if you resolve the complaint in their favor.

Customer delight is all about exceeding the expectations of the patients to make him highly satisfied .Customer Satisfaction Customer satisfaction is a person's feeling of pleasure or disappointment resulting for comparing a product/service's perceived performance or outcome in relation to his or her expectations.

Why Customers leave? Poor Service 69% 13% 9% 9% Product Dissatisfaction Others Better Prices Elsewhere .

What qualities are important to our customers? Accuracy Friendliness Timeliness Efficiency Courtesy Honesty .

Customer Service 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. and personal attention . individuality.

GUEST G ± Greet the customer U ± Understand customer needs E ± Explain features and benefits S ± Suggest additional items T ± Thank the customer .Customer Service .

& Excellent Service . Bad.Good.

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

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

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

Types of Customers Internal Customers External Customers .

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

and accuracy of your organization¶s work.External Customer Someone who comes to your organization for products or services ± the end customer These customers depend on the timelines. . quality.

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

it becomes a Moment of Magic for the customer . when the interaction has been extremely positive.Moment of Truth When a moment of Truth for a customer has been a negative experience. it becomes a Moment of Misery On the other hand.

The Service-Profit Chain Higher Incentives/Bonus to Employees High Revenue/ More profits Service-oriented employees Higher Sales Good Service ± Satisfied Customers .


Clear and frequent communication of what is being done to improve customer satisfaction. Involve management and employees in the development of plans for customer satisfaction improvement. Allocate appropriate resources to the improvement of customer satisfaction. The results of a customer satisfaction survey need to be evaluated to determine what needs to be improved Customer-Based Improvement Goals Unhappy employees will have difficulty in keeping customers happy . Acknowledge areas where the organiztaion needs to improve.


Evaluate customers comments Take quick actions against customer complaints Pay immediate attention to customer feedback. .


Customer Delight .

Customer Delight Exceeding customers¶ expectation is delighting customers The customer reacts with a ³wow´ 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 .

Complaint Handling 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 .

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

Different Customers & Handling them .

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

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

Is quite meek and extra polite. How to handle? Listen carefully what they have to say Sound professional and don¶t brush them aside Gain their confidence .Passive Customer The Customer who listens to you. Will sound apologetic when complain.

The Killer Word BUT .

Tips for Good Customer Service 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 .

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 .Tips for Good Customer Service Identify & anticipate needs ± Customers don¶t just buy products/service.

Questions .

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