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Customer Service

Sam Walton, the founder and CEO of Wal-Mart, emphasizes that the customer is the most important part of any business. He states that customers pay everyone's salary and decide if a business succeeds or fails by where they spend their money. Good customer service results in continued business success, increased profits, and higher job satisfaction for employees. It is crucial for businesses to focus on satisfying customer needs above all else.

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Nasser Ali Bamookreh
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35 views16 pages

Customer Service

Sam Walton, the founder and CEO of Wal-Mart, emphasizes that the customer is the most important part of any business. He states that customers pay everyone's salary and decide if a business succeeds or fails by where they spend their money. Good customer service results in continued business success, increased profits, and higher job satisfaction for employees. It is crucial for businesses to focus on satisfying customer needs above all else.

Uploaded by

Nasser Ali Bamookreh
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Customer Service

Introduction to Customer Service

• “There is only one boss, and whether a person shines shoes


for a living or heads up the biggest corporation in the world,
the boss remains the same. It is the customer!

• The customer is the person who pays everyone’s salary


and who decides whether a business is going to succeed
or fail. In fact, the customer can fire everybody in the
company from the chairman (CEO) on down, and he can do it
simply by spending his money somewhere else.

• Literally everything we do, every concept perceived, every


technology developed and associate employed, is directed with
this one objective clearly in mind – pleasing the customer.”
--Sam Walton, Owner & CEO, Wal-Mart
Customer Service in the 21st Century

• Manufacturing economy →
Service economy → “Relationship
Management” economy
• Increased importance on
customer interaction as a high-
tech environment has decreased
personal contacts
• E.g. Today’s greeting of the customer support staff
is “How are you doing today?”- makes the customer
feel less like a number and more like a human being
“A lot of people have fancy
things to say about customer
service, including me. But it’s
just a day-in, day-out, on going,
never ending, unremitting,
persevering, compassionate
type of activity.”

- Leon Gorman,
Former President of LL Bean
(America’s largest catalog retail outlet)
Good Customer Service
• Good customer service means:
– Providing a quality product or service
– Satisfying the needs/wants of a customer
– Resulting in a repeat customer
• Good customer service results in:
– Continued success
– Increased profits
– Higher job satisfaction
– Improved company or organization
morale
– Better teamwork
– Market expansion of services/products
Customer Service

• Good customer service = Lasting


relationships

• Average customer service = Steady


relationships that could be lost

• Poor customer service = Lost


business
What does the Customer Desire?

• Friendliness
• Empathy
• Fairness
• Participation
• Alternatives
• Information
10 Rules for Great Customer Service

1. Commit to quality service:


– Create a positive experience for the customer.
– Go above and beyond customer expectations.
2. Know your products:
– Helps win a customer's trust and confidence.
3. Know your customers:
– Tailor your service approach to their needs & buying
habits.
– Get to the root of customer dissatisfaction by
talking to people and understanding complaints.
10 Rules for Great Customer Service

4. Treat people with courtesy and respect:


– Every contact with a customer leaves an
impression.
– Use phrases like "sorry to keep you waiting,"
"thanks for your order," "you're welcome," and "it's
been a pleasure helping you."
5. Never argue with a customer:
– Be solution focused rather than problem focused.
– Research shows that 7 out of 10 customers will do
business with you again if you resolve a complaint
in their favor.
10 Rules for Great Customer Service

6. Don't leave customers hanging:


– All communications with customers need to be
handled with a sense of urgency.
– Research shows that 95% of dissatisfied customers
will do business with a company again if their
complaint is resolved on the spot.
7. Always provide what you promise:
– Failure to do this is a sure way to lose credibility with
your customer.
– If you can't make good on your promise, apologize
and offer some type of compensation, such as a
discount or free delivery.
10 Rules for Great Customer Service

8. Assume that customers are telling the truth:


– The majority of customers don't like to complain; in
fact, they'll go out of their way to avoid it.
9. Focus on making customers, not making sales:
– Focus on the quality rather the volume of the sale.
– Research shows that it costs six times more to attract
a new customer than it does to keep an existing one.
10. Make it easy to buy:
– Make the process simple and user-friendly.
“Culture of Commitment”

The transition from ordinary to extraordinary


performance happens through a “ Culture of
Commitment”, where frontline people reflect
to the outside the intense pride and ownership
they are experiencing on the inside.
“Moment of Truth” or the “aha” experience

• Strong “Culture of Commitment”


ensures “Moments of Truth”.
• Jan Carlson, in his book, Moments
of Truth, calls every customer
interaction a moment of truth,
and every moment of truth is an
opportunity to make a favorable
impression on your customer.
Internal Customer/External Customer

• Who is an External Customer?


– The term external customer
includes not just the paying
customer but also anyone who
receives the benefit of the goods
and services.
• Who is an Internal Customer?
– Internal customers are specific
people and departments who play
a role in helping you to serve
external customers.
Polite and Friendly Alternatives

• I DON’T KNOW – I’LL FIND OUT.


• NO – WHAT I CAN DO IS….
• THAT’S NOT MY JOB – LET ME FIND THE RIGHT
PERSON WHO CAN HELP YOU WITH….
• YOU’RE RIGHT THIS IS BAD – I UNDERSTAND
HOW YOU FEEL.
• THAT’S NOT MY FAULT – LET’S SEE WHAT WE
CAN DO ABOUT THIS.
• CALM DOWN – I APOLOGIZE….
• I WANT YOU TO – LET’S
Contact Information

MOMENTUM TRAINING SOLUTIONS


PRIVATE LIMITED

Cell: +91 9025523000

Email: [email protected]

Website: www.mmmts.com

Karun Samuel Vikas V.


President - Business President - Training &
Development Development

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