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Certified Coach

Enneagram Trainer

NLP Master Practitioner

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Overview

Trend of Service in today’s world

Sales sells Service, Service sells Sales !!!

Compete with Service Strategy

Trend of Service in today’s world

Overview

Acquiring new Customers has much higher cost than

Retaining current Customers

Cost of Sales

Overview

Good Service creates;

Customers Satisfaction

Customers Loyalty

Referral

New Customers !!

Overview

Customers Behavior

Expectation towards v  Brand v  Product Type / Category

Overview

Past Experience

Personality Type !!!

Customers Behavior

Overview

Customer Engaging Service Strategy & Technique

Starting from ….

YOU !!!

Positive Attitude and Mindset

Positive Attitude and Mindset

How you treat your People ?

Positive Energy Radiation

Customer Engaging Service Strategy & Technique

Customer Engaging Service Strategy & Technique

CongruencE of

Doing

Feeling

Thinking

CongruencE of

Work life

Personal life

Your

Behavior in

Customer Engaging Service Strategy & Technique

Logical Level of Service

For Whom ?

Who are You ?

Why Service ?

How to Service ?

What kind of Service ?

When and Where to ?

Customer Engaging Service Strategy & Technique

Customer Engaging Service Framework

Based on 9 Types of Personality

Enneagram

Customer Engaging Service Strategy & Technique

1. High Standard & High Quality

2. Service with Heart

3. Determination with Objective

4. Uniqueness & Identity

5. Customers Information

9 Qualities of Customer Engaging Service

Customer Engaging Service Strategy & Technique

6. Strategy & Process

7. Enthusiasm with Happiness

8. Prompt Action & Responsive

9. Win / Win / Win / Win

9 Qualities of Customer Engaging Service

Customer Engaging Service Strategy & Technique

•  Brand •  Product Type / Category •  Value for Money •  Past Experience •  Advertising •  Etc.

Customer Expectation

Customer Engaging Service Strategy & Technique

Customer Satisfaction

Meet Expectation

Exceed / Beyond Expectation

Customer Engaging Service Strategy & Technique

Meeting Expectation comes from …

Standard Process

Customer Engaging Service Strategy & Technique

Exceed / Beyond part comes from …

Experiential Service Strategy

CRM , CEM

Plus +

Customer Engaging Service Strategy & Technique

Exceed / beyond part comes from …

HUMAN !!!

Inter Personal Skills !!!

Think – Feel - Do

Customer Engaging Service Strategy & Technique

ÊสµตÔิ !!!

Missed Expectation !!!

Customers Handling with …

Customer Engaging Service Strategy & Technique

Customer Engaging Service Strategy & Technique

Apologize

Calm them down

Finding Customer wants

Offering Compensation

Asking for Recommendation

Customers Handling steps

Understanding Compassion

Feedback / Back Tracking Active Listening

SMILE !!!

Customers Handling needs ...

Customer Engaging Service Strategy & Technique

Customers Follow Up purpose;

Express Caring Responsibilities showing off Customer Satisfaction assessment Feedback listening

Relationship Retaining !!! Customers Information completing

Customer Engaging Service Strategy & Technique

Customer visit

Phone call

E-mail, Social Network tools

Mail

Etc.

Customers Follow Up by ...

Customer Engaging Service Strategy & Technique

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