Customer

Service

Service With A
Smile
 Who Is A Customer?

Someone to whom we provide service,

product,or information

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 Customer Service

Customer service is the set of behaviors

that a business undertakes during its
interaction with its customers.
 What is Customer Service

 Doing ordinary things extraordinarily

well.
 Going beyond what’s expected
 Adding value to every interaction
 Being at your best with every
customer
 Discovering new ways to delight
 Taking care of the customer like you
would take care of your
grandmother.
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 Trends - Personal

Then Now

• Personal goal security • Personal goal rapid

growth

• ‘Commodity’ products • ‘Intellectual‘Products

 Trends - Customers

Then Now

• Less informed • Highly informed

• Less choices • More choices

• Preference less • Ever – changing

dynamic preferences
 Trends - Customers
Then
Now
• Satisfied with
low priced,mass • Demands
produced customized
product solution

• Selection of a
product mainly • Selection of a
based on price product based
on convenience
and convergence
 Trends - Corporate
Then
Now

• Interested in • Interested in
Customer Customer
acquisition insights,
Relationship
focus
• Profit on each sale
• Profit on
customer
lifetime value
 Trends - Corporate

Then Now

• Price based on • Price based on perceived

cost of production value

• Decision making • Decision making based on

based on logic. Synthesis

• Regular customer • Regular and speedy

data not required collections of customer
data
What do customers
expect from us?

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 Golden rule of Human-Relationship

Treat others the same way,

you want to be treated.

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Give your customers a
“TREAT”

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 TREAT
• T rust
• R esponsiveness
• E mpathy
• A ssurance
• T angibles

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 TREAT

• TRUST
The ability to provide what was promised,
dependably and accurately

“ I would like to go to a company which

promises to do the work by a certain
time.”
“ I would like the company to show
sincere interest in solving my
problem.”
“ I like a company which keeps me
informed always.” 14
 TREAT

• RESPONSIVENESS
The willingness to help customers
promptly

“I would prefer a company whose

employees give me prompt service.”
“I prefer this company because the
employees are always willing to help 15
 TREAT
• EMPATHY
The degree of caring and individual
attention you show to customers
“This company gives me individual
attention.”
“I always go to this company because
they understand my specific needs.”

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 TREAT
• ASSURANCE
The knowledge and courtesy you show
to customers, and your ability to
convey trust,
competence and confidence
“I always visit this company because
the employees instill confidence in me.”
“I feel very safe in my transactions
with this company.”
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 TREAT
• TANGIBLES
The physical facilities and equipment, and
your own (and others’) appearance
 “I like this company because they have
modern looking equipments/ products.”
 “The physical facilities are very appealing”
 “I like this company as their employees
appear neat always.”
 “I prefer this store because they have
convenient business hours.”
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 We want our
customers to say
 SERVICE
S- SMILE
E- EYE CONTACT
R- RECOGNITION
V VALUE CUSTOMER’S TIME
I- INFORMED
C- CLEAN
E- EVERYONE

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 Find a way to say “YES”

Always try to find a way to

say”YES”

Never say,”I don’t know”,say “I

don’t know but I will find out for
you”

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 REMEMBER

You never tell or instruct a

customer, instead you always
ask him.

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 And always say “Thank U”

Warmly invite the customer to return

“Thank you sir/ma’am ,do visit us again”

“Thank you sir/ma’am we hope to see you
soon”

“Thank you sir/ma’am, have a nice day”

“Thank you Mr Roy, have a Good Evening”

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Thank customers for coming,
invite again!

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