Customer Service by XYv5Gtj

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									Customer Service
Customer
Why Customer Service

            Customer Service is how we:
            Retain Customer
            Get to Know him
            Keep in touch with him
            Try to ensure that he get what he want
             from us in every aspect of dealing
            Check that he is getting what we promised
Customers’ Most Important
Requirements
             When he enquire about the product, give
              him advice promptly and courteously.
             Be timely and relevant in your contacts
              with him
             Make it easy for him to contact you.
             After the sale, don’t pester him, but keep
              in touch
             Trust him and live up to promises.
Ten Keys of Positive Customer
Service
The Fresh and New Signal:
“Fresh” and “New”       are the positive signs to most
customers. Take a good look at your facility or operation
and identify what you can do to provide the strongest “
fresh and new” signal to your customer.
The Neat & Clean Test:
Your service or product need not to be brand new to
convey positive signals. Cleanliness is also very strong
desire of the customer.
Ten Keys of Positive Customer
Service
Efficiency: For many customers the time is of the
essence. Fast response is an impression of efficiency.
While it is important that staff display warm, friendly
attitudes, pleasant faces are no substitute for efficiency.
An efficient response, coupled with smile, will be the
winning combination for pleasing the customer.
Ten Keys of Positive Customer
Service
Reliability: The obvious place to start with reliability is
ensuring that the customer’s perception is there and correct
when he or she arrives. However this is certainly not where
reliability should end. Reliability means that one staff
member says “ it will be done in 15 minutes” that work
should be done in 10-12 minutes _____not 30-40 minutes.
Reliability is a combination of all these factors that gives
the guest a comfortable feelings that “ this place works”
Ten Keys of Positive Customer
Service

Acceptability: People like to be accepted. Does your
operation convey acceptance or do your customers feel
as though they are processed. Are they viewed as
outsiders instead of guests? Does the word “ welcome”
still exist in the vocabulary of all your customer contact
staff. Rude attitude, shabby appearance and so on can
take a perfectly reliable operation and turn it into a very
unacceptable environment for your customers.
Ten Keys of Positive Customer
Service
Empathy: Not all of your customers arrive in a good
mood. Be sure your staff are trained to deal with difficult
guests and are capable to recognizing those who might
have just been through a trying experience.

Uniqueness: Because you so often hear the expression,
“They are all about the same”, wouldn’t offering some
uniqueness make sense? It does not have to be totally
different but you should have something that tells your
customers. Offering customers something that can be
identified with you will give your service a recognizable
edge.
Ten Keys of Positive Customer
Service
Class: Class has many definitions. One of the most
applicable to the service industry is “The ability to function
with grace under pressure”. The handling of an irritated
customer by an experienced staff can be a demonstration.
Class is also a feeling within the property that comes from
the employee’s overall esprit de corps. Class is an attitude
that a staff convey to customers when he offer any service.
If you have a class, your customers will know it and react
positively.
Ten Keys of Positive Customer
Service
Beat-the-System Offer: Most of the people do not like
the regimented environment, or what “the system” offers.
One technique in obtaining positive customer reaction is
to make sure that your customers at least one opportunity
“beat the system” during their visits. The opportunity may
be nothing more than a discount.
Value: Value is a quality at a fair price. Over pricing, poor
quality products, and inadequate service levels are “rip-
off” signals that destroy the opportunity to offer the
customer the strongest reason to be your customer ____
value.
Why Customers Leave

   10% Prefer another product or service
   10% Leave for reasons unrelated to the
    product or service such as relocation
   15% Are dissatisfied with a particular product
    or service
   65% Don’t like the way they were treated
If You Don’t Take Care
   of Your Customer,
如果我们不能照顾好我们的客人




 Somebody Else Will.
  我们将被竞争者所取代
       Give The Customers A




Good Reason To Come Back
It’s Not Customer Service




   It’s Customer Help
 You Can’t Be Number One By Doing




What Everybody Else Is Doing.
 To Give Real Service, You Must Add
 Something Which Cannot Be Bought
     Or Measured With Money




And That Is Sincerity And Integrity
Quality Service Is A Matter Of Trust




      Between the Company
       And The Customer
   Service Is Not About Making
  Promises Or Grand Statements




It Is All About Keeping The Promise
The Customer’s Perception
Of Good Or Bad Service




 Is The Best Measure Of
 Your Success Or Failure.
Thank
            You

        Adnan A. Khan

								
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