1 / 19

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

synnove-sven
Download Presentation

Customer care

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  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 ? Worker Farmer 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 BPM as a Business Manager – Products and Services of Indiapost Financial Services

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

  6. Why do customers quit ? • 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.

  7. Thumb Rule.. Rule 1: Customer is always right. Rule 2: If Customer is never wrong, Reread Rule 1

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

  9. What does an unhappy customer do? Suffers in silence • Switches to the competitor in silence • Tells friends and neighbours • Talks to third parties like Press, social media lawyers.. • Talks to the Company/Organisation • What do you feel the best ?

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

  11. When Customer’s expectations are exceeded Customer Delight

  12. 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

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

  14. 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 !

  15. 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..

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

  17. Activity & Exercise

  18. Responsibility of a BPM • 1. You are responsible for the revenue earned in your B.O. Market the products and services to all the villages attached to your B.O. • 2. You are responsible for the work of GDSMD/GDSMC attached to your office-attendance, delivery of articles clearance of LB to be monitored • 3.You are responsible for satisfactory customer service-handle complaints effectively. Settle claim cases by liaising with IP/SPM • 4.Never forget you are the team leader of your office • 5. You are responsible for proper accounting of cash and valuables of your office

  19. Thank you..

More Related