Customer Services

Program Objectives Learn to identify and analyze

customer needs and problems. Recognize the most common

reasons for customer complaints.

Discover techniques to cultivate and maintain special customer relationships.

A Challenge

Please write a One Sentence Definition of

CUSTOMER SERVICE.

Definition

Its not about quick service but helpful service.

Customer Satisfaction Begins with the first contact a customer has with your company. Make sure you

represent a product or service you believe in.

Do You Know Why They Leave? 1% die.

3% move away. 5% develop other relationships. 9% leave for competitive

reasons. 14% are dissatisfied with

product or service. 68% leave because of rude or

discourteous service.

Competencies Communication. Customer Sensitivity. Decisiveness. Energy. Flexibility. Follow-up. Impact. Initiative. Integrity.

Common Excuses For Service Lapses:

I don't have enough time. I don't get paid to be nice. I

am measured by my productivity and accuracy.

Every customer is totally bonkers today.

How can we do a good job if the other departments do not provide the back-up we need?

The Customer Wants You To

. . . Invite me back.

. . . Listen to me.

. . . Value me.

. . . Greet me.

. . . Help me.

Email id : Customer.care@finstem.com

Website : www.finstemgroup.com

Our Helpline: 0120-4284722