itft- customer care and interpersonal skills

CUSTOMER CARE AND

INTERPERSONAL SKILLS

Why do we need customer care?????

In the service industry the customer is the KING

IF WE DON’T TAKE CARE OF OUR CUSTOMERS……………..SOMEONE ELSE WILL

WHO IS A CUSTOMER ?

• A Customer is someone who makes use of or receives the products or services of an individual organization and is willing to pay a price for the satisfaction he gets from using the product.

• The word derives from "custom," meaning "habit”.

A customer is part of our business - not an outsider.

A customer is not just money in the cash register.

He is a human being with feelings and deserves to be treated with respect.

A customer deserves the most courteous attention we can give him.

Who is our customer ?• Not Necessarily those

who pay but…

All those ,whom we serve…

Paying Customer, Boss, Colleagues with whom we interact, Subordinate, Wife, Children, Parents, Relatives,

Neighbours,

Fellow Human beings,

Environment…

• Those who receive and use or are directly affected by the products and services of the organization. Customers include direct recipients of products and services, internal customers who produce services and products for final recipients, and other organizations and entities that interact with an organization to produce products and services.

TYPES OF CUSTOMERS

• INTERNAL CUSTOMERS

• EXTERNAL CUSTOMERS

• NEW CUSTOMER

• REGULAR CUSTOMER

Internal customers work for the organisation, possibly in another department or another branch.

E.G. - People working in different departments of the vendor's organisation.

People working in different branches of the vendor's organisation.

ALWAYS RESPECT YOUR EMPLOYEES, CO WORKERS,KEEP THEM HAPPY AND SATIAFIED(By providing good work culture , good working conditions , good pay package , understanding their problems

DO NOT DO THIS TO YOUR INTERNAL CUSTOMER

• The Final Customer: the end user who use the product or the service on a regular basis.

• For Example: anyone buying anything form a shop would be the final customer not only for the seller but also for the manufacturer.

What do Customers Want ?

Customers want a variety of responses from you.

Most of all, people want to be treated like human beings. Some of what they want includes:

  To be taken seriously. To be treated with respect. To get immediate action. To gain compensation/restitution. To have the party who wronged them reprimanded

or punished. To clear up the problem so that it never happens

again. To be listened to

What is Customer Service?“ is…retaining and gaining customers”

1. The expectation that a product will produce the benefits promised

2. The expectation that the service will be of the standard promised.

Who is a service provider?

• One who provides a service for some financial or other return

Why are some service providers better than others ?

• Because they care for their customers, satisfy their customers needs and wants and go a step further to delight the customer.

What is service?

• It is the part of the product or the full product for which the customer is willing to see value and pay for it.

Characteristics of services• INTANGIBLE: can’t be touched r sensed• INSEPARABLE: interconnectedness of

customer and service provider• HETEROGENEOUS: variation in consistency

from one service transaction to the next• PERISHABLE: can’t be saved, reserved, stored

or inventoried

THE CUSTOMER GAP

EXPECTED SERVICE

PERCEIVED SERVICE

CUSTOMER GAP

Why do we lose customers? 3% move away due to boredom 5% develop other friendships 9% leave for competitive reasons 14% are unhappy with the “product

or a particular person 68% quit because of an attitude of

indifference from the owner, manager or some employee

10 Words NEVER to be used in Customer Service

• Policy• What?• Listen• Wait• Should’ve

• No

• Can’t

• Impossible

• Wrong

• Why ?

Give

ROYAL TREATMENT

to your CUSTOMER

Thank you