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Customer care

Customer care. Customer is important… Why ?. “You may have number of products. but, there should be some one to buy. Otherwise it is of no use”. Customer is KING. Awareness today.. Thanks to media. Wide Range of products.. Competition Better quality Question a lot

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Customer care

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  1. Customer care

  2. Customer is important… Why ? • “You may have number of products. but, there should be some one to buy. Otherwise it is of no use”

  3. Customer is KING.. • Awareness today.. Thanks to media. • Wide Range of products.. • Competition • Better quality • Question a lot • Tell about Bad to Ten - but good to none !

  4. Who is your customer Farmer Worker NREGA payments …….Accounts Panchayat, Block Office Family Family of Migrant Worker Receive MO Branch Post Office – Name of Village served by BO College Students Dairy, Industry School Use Pin Code BPM as a Business Manager – Products and Services of Indiapost Financial Services

  5. Can you multiply these? 1 x 1 = 1 1 x 2 = ? 1 x 3 = ? 1 x 4 = ? 1 x 5 = ? 1 customer x five services = Five customers for the BO Use Pin Code BPM as a Business Manager – Multiplying customers of the Post Office

  6. Customers’ expectation: • Information's in simple way. • Help from the staff • Advantages / benefits related to products • Good Service. • Facilities

  7. Why do customers quit ? • 1% Die • 3% Move away • 5% Form other friendship • 9% For competitive reasons • 14% Due to product dissatisfaction • 68% due to indifferent attitude by the staff towards customers.

  8. Thumb Rule.. • Rule 1: Customer is always right. • Rule 2: If Customer is ever wrong, • Reread Rule 1

  9. Customer dissatisfaction.. • When customer’s expectations are not met

  10. What does an unhappy customer do? • Suffers in silence • Switches to the competitor in silence • Tells friends and neighbors • Talks to third parties like Press, lawyers.. • Talks to the Company • Whom do you feel the best ?

  11. Nice customer.. • Please read the passage given to you.. • Guess who I am… • I am the customer who never comes back!

  12. Customer Satisfaction.. • When customer’s expectations are met

  13. When Customer’s expectations are exceeded Customer Delight

  14. Customer delight. our approach • Without customers, post office has no existence • Genuine and not superficial respect for our customers • Be close to the customers • Listen to the customers • Delight the customers by providing services which exceed their expectations

  15. Dealing with difficult customers.. • Don’t return anger to anger • Take control- assert yourself • Never promise what can’t deliver • Let them vent their anger • Show concern and sympathy • Apologize, even if it is not your fault • Offer solution

  16. Golden rules for listening.. • Put yourself in customer’s shoes • Stop the chatter inside your head • Concentrate on what is being said • Show that you are listening • Check details if you are in doubt • Be aware of what is being missed by customer • Write down the details..

  17. Dealing with invisible customer.. • Listen carefully • Show you are listening • Avoid interruptions • Ask clear questions • Find the problem • Be polite • Use positive language • Smile • You can tell when some one is smiling even if you can’t see them !

  18. We are in business…Key to success • Friendly approach..process • Employees commitment to customer satisfaction • Keep short term & long term satisfaction

  19. Thank you..

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