WELCOMEWELCOME

JUST FOR YOUR THOUGHTJUST FOR YOUR THOUGHT

HYUNDAI HYUNDAI MOTORSMOTORS

MARUTHI UDYOG MARUTHI UDYOG LTDLTD

TAJ HOTELSTAJ HOTELS

FIAT MOTORSFIAT MOTORS NISSAN MOTORSNISSAN MOTORS WOODLAND WOODLAND

HOTELSHOTELS

DIFFERENT WAYS OF DIFFERENT WAYS OF SERVICING SERVICING

THE CUSTOMERTHE CUSTOMER

Objective Objective : : At the end of the At the end of the presentation, you should presentation, you should understand ,understand ,

1. What is customer service ?1. What is customer service ?

2. Why it is important?2. Why it is important?

3. How better we can do to our 3. How better we can do to our customers?customers?

Definition : Definition :

Customer service is a series of Customer service is a series of activities designed to enhance the activities designed to enhance the level of customer satisfaction – that level of customer satisfaction – that is, the feeling that a product or is, the feeling that a product or service has met the customer service has met the customer expectation." expectation."

WHY.....WHY..... Out of the entire customers you Out of the entire customers you

lost:lost: 1% die1% die 3% 3% move awaymove away 9% 9% go away for cheaper pricesgo away for cheaper prices 19% are chronic customers19% are chronic customers 68% leave due to bad service68% leave due to bad service

WHY....WHY......

RetensionRetension Repeat SalesRepeat Sales ReferencesReferences ReputationReputation RevenueRevenue

HOW DO YOU WANT TO SEE HOW DO YOU WANT TO SEE

YOUR CUSTOMERS ?YOUR CUSTOMERS ?

HOW .....HOW .....

Customer Service isCustomer Service is

80% Attitude80% Attitude &&

20% Knowledge20% Knowledge

HOW.....HOW.....

Caring & ListeningCaring & Listening Confident & FriendlyConfident & Friendly Positive & EnthusiasticPositive & Enthusiastic Valuable & Speedy suggestionsValuable & Speedy suggestions Regular Follow upRegular Follow up

HOW ....HOW ....

Pitching the right product with right Pitching the right product with right Price.Price.

Explain the benefits & advantages of Explain the benefits & advantages of the product.the product.

Good Product KnowledgeGood Product Knowledge Process KnowledgeProcess Knowledge

Summarize the Learnings Summarize the Learnings today ?today ?

Our Objective achieved ?Our Objective achieved ?

THANK YOUTHANK YOU