Customer Service

Objectives of the program:

 Who is a customer
 Identify your customer- Internal and External
 What quality characteristics are important for
Customer service
 How to create positive memorable experiences
for all customers
Customer Service
Who are Customers?

 People who receive Company output

 People who pay to Company
 They are the reason why Company do its
job
 People who want to avail Company’s
services
Foundation of Customer Service

Customers are of two types:

 Internal

 External
Foundation of Customer Service
Internal customer:
 Group of people organization may serve within the
organization.
like Amway……. Bit corporation…….
External customer:
 “someone who depends on the timeliness, quality, and
accuracy of someone else’s work.” These are customers
who come to the organization for some services or
products.
 A Company is a customer of others within an organization
and it also have customers.
like HUL, Transportation, Hotel….
 DEFINING CUSTOMER
SERVICE
“Quality of service delivery set by you or your
department.”
▬

“Customer care activities that support the delivery

of the product or core service.”
▬

“The way in which the brand meets its customers'

needs via its various different channels.”
Customer Service
What quality characteristics are important
to Companies customers?
 Accuracy
 Friendliness
 Timeliness
 Efficiency
 Courtesy
 Honesty
Why is Service so Difficult to
Define Accurately?
 It is not tangible
 It cant be measured/ weighed
 It is more emotional than rational
 A Company can sell it, but it cannot give
a customer a sample to take & show to
another
 Having given it, the customer may not
have acquired anything
Customer Service
Core service and Customer service

 Core Service: is the service or product your

organization provides to its customers- your
“reason for being”

 Customer Service: includes all of the

interactions you have with a customer while
you are conducting the business
Service can be Divided into
two main types:
MATERIAL:
 Price, Quantity, Quality, Type of equipment,
Routines, Working method, Manning etc.

PERSONAL:
 It is personal service which upgrades a
neutral impression about a service to a good
impression.
 A honest smile & full personal attention will
work wonders even if material service breaks
down.
 Customer Service
The four things the Customer wants:

 Friendly, caring service:

 Being interested
 Giving information
 Listening carefully
 Answering questions
 Warm friendly responses at all times especially
when customers are upset or have concerns

 Flexibility: Customer want the person to

“jiggle” the system to make it work for them.
They don’t want to hear “No”
 Customer Service
The four things the Customer wants:
 Problem resolution:
 Business problems
 Non-business problem

 Recovery: If and when mistake is made,

customer wants you to take care of it
quickly and to their satisfaction
 Apology
 Fix it
 Extra Step
 Follow up
Customer Service At Its Best!
 Southwest Airlines
(shining in the worse
conditions)  Nordstrom (a culture of
customer service)
 Blue Nile (low prices
and high-end service)
 CarMax (driving the
extra 12-hour mile)
 Dont’s
 Don’t Forget
 Don’t Hesitate
 I will try
 Unfortunately
 Free
 Discount
 Sadly
 We cant do that
 Just a second
 Dont’s
 I am afraid
 I don’t know
 Cost problem
 Don’t worry
 No problem
 But
 You will have to
 It’s a policy
 GUEST
 G- Greet the customers

 U- Understand customer needs

 E- Explain features and benefits

 S- Suggest additional items

 T- Thank the customer

 Displaying Customer Service
Attitude
 Projecting Confidence
 Thinking Positive
 Using Positive Language
 Being Enthusiastic
 Conveying Speed or urgency
 Taking Ownership or accountability
 Being Courteous
CONFIDENCE

“ Who has Confidence in himself will gain

the confidence of others”
Because
Confidence is never purchased but it sells
 Thinking Positive

Our beliefs fuel our actions.

Positive beliefs lead to positive actions
and negative beliefs lead to negative actions.
 POSITIVE LANGUAGE

Using positive language!

The way you express yourself will affect

whether your message is received positively
or negatively
Taking Ownership

To the customer you are the Company

 Courtesy

Please

Politeness goes far yet costs nothing

Thank you
A customer is not dependent upon the
Company……….

Company is dependent upon him for its

living
Good Customer Service rests
on 3 P’s
People

Process Product
Thanks for
the Cooperate…
 THANK YOU
Presented by

Vikas Periwal
MBA 1st YEAR

APEX INSTITUTE OF ENGG. &

TECHNOLOGY