earn smile by walking and extra mile!
TRANSCRIPT
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PROPRIETARY OF Global ACTTM
Copyright © 2015 Global ACT™. All Rights Reserved.
Global ACT is proudly presents its Training
Program on…..
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PROPRIETARY OF Global ACTTM
Copyright © 2015 Global ACT™. All Rights Reserved.
CUSTOMER SERVICE
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PROPRIETARY OF Global ACTTM
Copyright © 2015 Global ACT™. All Rights Reserved.
ObjectivesBy the end of this session, you will be able
to:
•Define customer service•Define the importance of customer service•Define the ways and qualities to provide excellent customer service
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PROPRIETARY OF Global ACTTM
Copyright © 2015 Global ACT™. All Rights Reserved.
Customer ServiceCustomer service includes all the activities an organisation carries out to ensure customer
satisfaction. Excellent customer service means putting the customer first.
There is only one boss in customer service.
Whether the person shines shoes for a living or heads the biggest corporation in the world, the
boss remains the same – It is the customer.
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PROPRIETARY OF Global ACTTM
Copyright © 2015 Global ACT™. All Rights Reserved.
Customers’ Expectations
How do you expect to be treated as a customer?
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PROPRIETARY OF Global ACTTM
Copyright © 2015 Global ACT™. All Rights Reserved.
How do customers evaluate service quality?
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PROPRIETARY OF Global ACTTM
Copyright © 2015 Global ACT™. All Rights Reserved.
Reliability
Assurance
Tangibles
Empathetic
Responsive
The RATER Table……..
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PROPRIETARY OF Global ACTTM
Copyright © 2015 Global ACT™. All Rights Reserved.
Impact of Service Experiences
Customers
Good ExperienceBad Experience
Complain
Spread the Bad WordTalk to Other People
Get More Customers for Your Company
v
Pull Customers Away from Your Company
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PROPRIETARY OF Global ACTTM
Copyright © 2015 Global ACT™. All Rights Reserved.
Our Customers
A customer is any person who buys or intends to buy our products or use our
service.
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PROPRIETARY OF Global ACTTM
Copyright © 2015 Global ACT™. All Rights Reserved.
Customer Service Responsibility
Who is responsible for customer service?
YOU!
I&FR Engineer
I&FR Engineer I&FR Engineer
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PROPRIETARY OF Global ACTTM
Copyright © 2015 Global ACT™. All Rights Reserved.
Let Us DiscussDeepak, an I&FR engineer, attends to the customers with a smile. He starts conversations, listens attentively and encourages customers to ask questions about the broadband connection and other products available with Airtel. He works hard and is respectful and truthful while doing any transaction.
He always thanks the customers and wishes them a good day when he leaves Customer premises. Customers are always happy with him.
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PROPRIETARY OF Global ACTTM
Copyright © 2015 Global ACT™. All Rights Reserved.
Benefits of Good Customer Service
Build Customer Loyalty
Create Positive Brand Image
Increase Sales
Increase Profits
Benefits of Good Customer Service
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PROPRIETARY OF Global ACTTM
Copyright © 2015 Global ACT™. All Rights Reserved.
Professional Qualities
The professional qualities of customer service always relate to what the customer wants.
Following are the qualities an advisor must possess to ensure excellent customer services:
• Friendliness• Empathy• Fairness• Control• Information
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PROPRIETARY OF Global ACTTM
Copyright © 2015 Global ACT™. All Rights Reserved.
Tips for Excellent Service
Smile
Your looks Posture
Eye contac
t
Gesture
Observation Attentive
Personal space
Handshake Tone of
voice
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PROPRIETARY OF Global ACTTM
Copyright © 2015 Global ACT™. All Rights Reserved.
Discussion
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Specially Designed for <Name of the Client>
Thank You