Training on sales Techniques - Colombo North sales Staff National Savings Bank 22.02.

2011

Yakkala Loan Center

Zonal Manager K K V V L W Karunatilake

MBA,B.Com SP (Hons),PGD in bank Management(IBSL) PGD in HRM(PIM), Dip in HRM(IBSL),Visiting Lecturer,Trainer

CUSTOMER CARE .? * A FUNDRMENTAL PRINCIPLE OF MARKETING IS THAT PROFIT IS MADE FORM PEOPLE,NOT,PRODUCT * MARKETING IS ALL THE ACTIVETIES INVOLVED IN FACILITATING EXCHANGE BETWEEN PEOPLE IN ORDER TO SATISFY HUMAN NEEDS AND WANTS * ALL BUSINESS DECISIONS SHOULD BE COUSTEMER ORIENTED,VIZ,COUSTEMER SHOULD BE THE FOCUS OF ALL ACTVITIES

Introduction to customer care ?

Customer care aims to close the gap between the customers expectations and their experience in every aspect.

What is customer care

Ill happily spend my hard-earned money with you and encourage my friends to use you,if you treat me well & give me what I want

Satisfied customers are your best source of free marketing

Bad customer care Unhappy customers Less sales Lower profits/losses Lower salaries Less job satisfaction Higher stress| No customer base Negative image

Good customer care Happy customers More sales Higher profits Better salaries Better job prospects Less stress. Loyal customer base Better positive image

Customer Care is Everybodys Business

Human Resource Marketing Finance Production R&D Sales department

Customer Care Skills

If anyone wants to be successful in anything in life,they need to enjoy the work. they should be good at it,they should be proud about it, and they should be passionate about it

Skills
1.Interpersonal 2.Selling 3.Drive and Motivation 4.Listening 5.Organizational

Who is your customer?

Why customer service is important?

Who makes our profit?

Its people NOT the product.

Traditional Views of the customer.? King Emperor God ? ? ?

The cornerstone of the Company ? A person in need ?

Profile of todays customers

Customer is very much sophisticated and knowledgeable He has far more choices in terms of product and place Customers increasingly rate personal touch than

convenience and speed of delivery. (Their first Name, Title,Date of Birth)

Harder to please. Smarter More price conscious & Sensitive More demanding Command faster response Less forgiving

Customer Care Why ? Retaining customer is very profitable Getting new customer costs five times It ensure repeat business Quality relationship with customer Boost employee morale

Customers do not purchase goods and services.?

BUT PERCEPTIONS !

PERCEPTION: SIMPLY HOW WE SEE THINGS IN OUR MIND NOT BY EYES

PROBLEM IN PERCEPTION IS DIFFERENT PEOPLE PERCEIVE THE SAME THING IN DIFFERENT WAYS

THE DENGER IN PERCEPTION IS WE COME TO CONCLUSION WITHOUT ALL INFORMATION