Customer ServiceCustomer Service

AssignmentAssignment

INTRODUCTION

INTRODUCTION

I am Magesh Gugan. C from A-1 batch.

Making dreams to reality through FRANKFINN

“Personal development for Smart people” I think I’ll go with “tough,big,and strong.”

A customer is the most important person A customer is the most important person in any business.in any business.

A customer is not dependent on us. We A customer is not dependent on us. We are dependent on him.are dependent on him.

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

A customer is not just money in the cash A customer is not just money in the cash register.register.

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

A customer is a person who comes to us A customer is a person who comes to us with his needs and his wants. with his needs and his wants.

It is our job to fill them.It is our job to fill them.

He is the lifeblood of this and every He is the lifeblood of this and every business. He pays your salary.business. He pays your salary.

Without him we would have to close our Without him we would have to close our doors. Don't ever forget it.doors. Don't ever forget it.

Give trust, and you'll get it double in returnKEES KAMIES

““Customer serviceCustomer service is a series of 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.”

Employee who receives goods or Employee who receives goods or services produced elsewhere in services produced elsewhere in the firm as inputs to his or her the firm as inputs to his or her work in the firm.work in the firm.

Customers who are not a part of or affiliated with a particular business, and who are also the purchasers or recipients of that business's "output" (i.e., product or service deliverables).

1. 1. FriendlinessFriendliness 2. 2. Understanding Understanding

and empathyand empathy 3. 3. Fairness Fairness 4. 4. ControlControl 5. 5. Options and Options and

alternativesalternatives 6. 6. InformationInformation

Friendliness is the most basic of all Friendliness is the most basic of all customers needs, usually associated customers needs, usually associated with being greeted graciously and with being greeted graciously and with warmth. We all want to be with warmth. We all want to be acknowledged and welcomed by acknowledged and welcomed by someone who sincerely is glad to see someone who sincerely is glad to see us. A customer shouldn’t feel they us. A customer shouldn’t feel they are an intrusion on the service are an intrusion on the service provider’s work day! provider’s work day!

Customers need to feel that the Customers need to feel that the service person understands and service person understands and appreciates their circumstances and appreciates their circumstances and feelings without criticism or feelings without criticism or judgment. Customers have simple judgment. Customers have simple expectations that we who serve them expectations that we who serve them can put ourselves in their shoes, can put ourselves in their shoes, understanding what it is they came understanding what it is they came to us for in the first place. to us for in the first place.

We all need to feel we are being We all need to feel we are being treated fairly. Customers get very treated fairly. Customers get very annoyed and defensive when they annoyed and defensive when they feel they are subject to any class feel they are subject to any class distinctions. No one wants to be distinctions. No one wants to be treated as if they fall into a certain treated as if they fall into a certain category, left wondering if “the grass category, left wondering if “the grass is greener on the other side” and if is greener on the other side” and if they only received second best. they only received second best.

‘‘Control represents the customers’ Control represents the customers’ need to feel they have an impact on need to feel they have an impact on the way things turn out. Our ability to the way things turn out. Our ability to meet this need for them comes from meet this need for them comes from our own willingness to say “yes” our own willingness to say “yes” much more than we say “no.” much more than we say “no.” Customers don’t care about policies Customers don’t care about policies and rules; they want to deal with us and rules; they want to deal with us in all our reasonableness. in all our reasonableness.

Customers need to feel that other Customers need to feel that other avenues are available to getting what avenues are available to getting what they want accomplished. They realize that they want accomplished. They realize that they may be charting virgin territory, and they may be charting virgin territory, and they depend on us to be “in the know” they depend on us to be “in the know” and provide them with the “inside scoop.” and provide them with the “inside scoop.” They get pretty upset when they feel they They get pretty upset when they feel they have spun their wheels getting something have spun their wheels getting something done, and we knew all along a better way, done, and we knew all along a better way, but never made the suggestion. but never made the suggestion.

““Tell me, show me – everything!” Tell me, show me – everything!” Customers need to be educated and Customers need to be educated and informed about our products and informed about our products and services, and they don’t want us services, and they don’t want us leaving anything out! They don’t leaving anything out! They don’t want to waste precious time doing want to waste precious time doing homework on their own – they look to homework on their own – they look to us to be their walking, talking, us to be their walking, talking, information central. information central.

During My Project During My Project I Interviewed a Customer named I Interviewed a Customer named Mr. S. Ashwin who is the regular customer Mr. S. Ashwin who is the regular customer

for the Kumudam Departmental Store for the Kumudam Departmental Store since 2003, He is working as a Manager in since 2003, He is working as a Manager in ICICI Bank, As per his views he needs…..ICICI Bank, As per his views he needs…..

*Good Quality*Good Quality*Affordable Rates*Affordable Rates*And special attention for him from the sales *And special attention for him from the sales

executive side (Understanding & Empathy)executive side (Understanding & Empathy)*He likes to know everything about that *He likes to know everything about that

products which he is buying (Information)products which he is buying (Information)

1. Customers Expect Solid Information.1. Customers Expect Solid Information. 2. Customers Expect Options2. Customers Expect Options 3. Customers Expect Single Source 3. Customers Expect Single Source

Service.Service. 4. Customers Expect Superior 4. Customers Expect Superior

Communication.Communication. 5. Customers Expect Consulting.5. Customers Expect Consulting. 6. Customers Expect A Seamless 6. Customers Expect A Seamless

Relationship.Relationship.

Solid InformationSolid Information Providing your customers with tangible information lets Providing your customers with tangible information lets

them knowthem knowthat you value them and respect their ability to make that you value them and respect their ability to make soundsounddecisions. When they feel that they're respected, they're decisions. When they feel that they're respected, they're moremoreopen and willing to do more business with your company. open and willing to do more business with your company. One wayOne wayto ensure they receive beneficial information is to ask to ensure they receive beneficial information is to ask probingprobingquestions during your conversations to uncover needs they questions during your conversations to uncover needs they may notmay nothave voiced. For instance, ask about the objectives they've have voiced. For instance, ask about the objectives they've setsetfor their company, and the problems associated with for their company, and the problems associated with attainingattainingthem.them.

OptionsOptions Customers don't want to be told that Customers don't want to be told that

there's only one way or onethere's only one way or onesolution. They'll respond positively solution. They'll respond positively when they're given options.when they're given options.Options are essential because they Options are essential because they create dialogue andcreate dialogue anddiscussion. Open dialogue can lead to discussion. Open dialogue can lead to more sales.more sales.

Single Source Service. Single Source Service.

Customers don't want to be Customers don't want to be transferred to every unit of yourtransferred to every unit of yourbusiness to have their problems business to have their problems solved. They want to be able tosolved. They want to be able todo business with you with the do business with you with the slightest amount of discomfort. Youslightest amount of discomfort. Youmust be easy to do business with. must be easy to do business with. This means taking ownership ofThis means taking ownership ofyour customers requests, problem, your customers requests, problem, etc., and ensuring that theiretc., and ensuring that theirneeds are met to their satisfaction.needs are met to their satisfaction.

Superior Superior Communication. Communication.

They may not be the best They may not be the best communicators, but they expectcommunicators, but they expectcommunication excellence from you. communication excellence from you. So, if you tell them that youSo, if you tell them that youwill call them back at a certain time, will call them back at a certain time, make sure that you do.make sure that you do.Your responsiveness will create a Your responsiveness will create a bond of trust, and abond of trust, and acommunication comfort level.communication comfort level.

ConsultingConsulting As the expert on your business' products As the expert on your business' products

and services, you areand services, you areyour customer only contact to determining your customer only contact to determining how to use your producthow to use your productand/or service to get the best RETURN ON and/or service to get the best RETURN ON INVESTMENT (ROI). YouINVESTMENT (ROI). Youmust take the time to ask pertinent must take the time to ask pertinent questions aimed at findingquestions aimed at findinghow your customer is using your product how your customer is using your product and/or service. This willand/or service. This willdemonstrate your ability and knowledge as demonstrate your ability and knowledge as well as your intent towell as your intent tospend the necessary time with them to spend the necessary time with them to meet their specific needs.meet their specific needs.

A Seamless A Seamless Relationship. Relationship.

The best businesses are those that believe in going The best businesses are those that believe in going the extrathe extramile for their customers. They know that they have to mile for their customers. They know that they have to reinforcereinforcewhy it's in the customers best interest to continue why it's in the customers best interest to continue doingdoingbusiness with them. Building a relationship with your business with them. Building a relationship with your customerscustomersbuilt on mutual trust and respect takes time and built on mutual trust and respect takes time and effort, buteffort, butremember retention is the best method of building remember retention is the best method of building profit. Stay inprofit. Stay intouch with your customers by keeping them informed touch with your customers by keeping them informed of new events,of new events,product updates, passing on information that may be product updates, passing on information that may be of interest,of interest,calling to say hello, etc.calling to say hello, etc.

There exists an interaction between the desired results and There exists an interaction between the desired results and customer satisfaction, customer loyalty and customer customer satisfaction, customer loyalty and customer retention. They may go by other names such as  patients, retention. They may go by other names such as  patients, clients, buyers, etc.  Without the customer it is impossible clients, buyers, etc.  Without the customer it is impossible for any business to sustain itself.  Achieving the desired for any business to sustain itself.  Achieving the desired results isresults isfrequently a result of customer actions.  Any business frequently a result of customer actions.  Any business without a focus onwithout a focus oncustomer satisfaction is at the mercy of the market.  customer satisfaction is at the mercy of the market.  Without loyal customers eventually a competitor will satisfy Without loyal customers eventually a competitor will satisfy those desires and your customer retention rate will those desires and your customer retention rate will decrease.decrease.

There are several levels of customers:There are several levels of customers:1. Dissatisfied customer--Looking for someone else to 1. Dissatisfied customer--Looking for someone else to provide product orprovide product orservice.service.2. Satisfied customer---Open to the next better opportunity.2. Satisfied customer---Open to the next better opportunity.3. Loyal customer--Returns despite offers by the 3. Loyal customer--Returns despite offers by the competition.competition.

What is Customer Delight What is Customer Delight ?It's ?It's creating a feeling of "WOW" !creating a feeling of "WOW" !  

Delighted customers are those Delighted customers are those where you anticipate their where you anticipate their needs, provide solutions to them needs, provide solutions to them before they ask and where you before they ask and where you are observing to see if new are observing to see if new and/or additional expectations and/or additional expectations are about ready to be required.are about ready to be required.

1) Maintain a consistent demeanor and attain 1) Maintain a consistent demeanor and attain positive results in each transaction. Whether face-positive results in each transaction. Whether face-to-face or on the telephone, each situation should to-face or on the telephone, each situation should end on a positive note, with a full resolution. Help end on a positive note, with a full resolution. Help create a win-win situation with ample supervisory create a win-win situation with ample supervisory input for your customer service representatives.input for your customer service representatives.

2) Develop a standard "business friendly" 2) Develop a standard "business friendly" personality within your organization Provide personality within your organization Provide standard scripts to help guide the customer service standard scripts to help guide the customer service representative and foster a standard of company representative and foster a standard of company care for your customers.care for your customers.

3) Train customer service representatives to value 3) Train customer service representatives to value each interaction individually. Modify vocal tones, each interaction individually. Modify vocal tones, body language and expression to reflect each body language and expression to reflect each customer’s unique personality.customer’s unique personality.

4) Place the customer first, with full focus on the 4) Place the customer first, with full focus on the task at hand. Don’t allow paperwork or retail task at hand. Don’t allow paperwork or retail duties (such as stocking) interfere with a duties (such as stocking) interfere with a customer interaction.customer interaction.

5) Speak in "layman’s" terms. Customer service 5) Speak in "layman’s" terms. Customer service representatives should convey information representatives should convey information without utilization of technical or industry jargon. without utilization of technical or industry jargon. Yielding information with clarity enhances Yielding information with clarity enhances customer participation and knowledge and customer participation and knowledge and eliminates problems that may arise from eliminates problems that may arise from confusion.confusion.

6) Listen effectively to the customer. Train 6) Listen effectively to the customer. Train customer service representatives to not only customer service representatives to not only listen to what is being said, but the manner in listen to what is being said, but the manner in which it’s stated and delivered.which it’s stated and delivered.

7) Use questioning and restating techniques. 7) Use questioning and restating techniques. Whether problem solving, up-selling or suggestive Whether problem solving, up-selling or suggestive selling, questioning often reveals the answer and selling, questioning often reveals the answer and solutions may often be offered in tilling the solutions may often be offered in tilling the information that is provided by the customer.information that is provided by the customer.

8) Learn to leave stressful situations behind. 8) Learn to leave stressful situations behind. Teach employees to separate the present from Teach employees to separate the present from the past and place the emotions of a stressful the past and place the emotions of a stressful interaction away.interaction away.

9) Build rapport with every customer. The 9) Build rapport with every customer. The establishment of long-term business partnerships establishment of long-term business partnerships is often accomplished through the very first is often accomplished through the very first transaction, so that first contact should be transaction, so that first contact should be upbeat and positive.upbeat and positive.

10) Communicate service terms or product 10) Communicate service terms or product description clearly. Be sure your company description clearly. Be sure your company policies, procedures, and services are explained policies, procedures, and services are explained thoroughly to avoid any complications or thoroughly to avoid any complications or dissatisfaction arising from unmet expectations.dissatisfaction arising from unmet expectations.

Customer Service Skill That I Customer Service Skill That I Noticed During The ProjectNoticed During The Project

Now a days the customers are expecting to Now a days the customers are expecting to get an idea of the products first then only get an idea of the products first then only they are getting the product, They wont they are getting the product, They wont believe the Advertisement alone.believe the Advertisement alone.

I saw a customer named Mrs. Kalaivani who I saw a customer named Mrs. Kalaivani who is the regular customer for the Kumudam is the regular customer for the Kumudam Departmental Store since 2000. So she Departmental Store since 2000. So she know everything about the shop hence she know everything about the shop hence she didn’t need any customer service executive didn’t need any customer service executive to help her, The Manager of the store gave to help her, The Manager of the store gave a special discount for that lady, Because a special discount for that lady, Because she is a regular customer… Then he gave she is a regular customer… Then he gave some complementary cards to her, From some complementary cards to her, From this I got an idea about “Fairness”this I got an idea about “Fairness”

Next I noticed another customer who Next I noticed another customer who is new to that store, So the Manager is new to that store, So the Manager arrange a special person for her to arrange a special person for her to guide her purchase, He give some guide her purchase, He give some complementary gifts for this customer complementary gifts for this customer to get a good rapport, Hence from this to get a good rapport, Hence from this I got an idea about “Friendliness”I got an idea about “Friendliness”

I saw an annoyed customer who is not I saw an annoyed customer who is not satisfied with a product, The sales satisfied with a product, The sales girls in that counter accept the girls in that counter accept the customers complaint and give their customers complaint and give their best, this showed me “Understanding best, this showed me “Understanding & Empathy”& Empathy”

If I Am In A Place Of Service If I Am In A Place Of Service ProviderProvider

I would give best complements for the I would give best complements for the new customersnew customers

I would give special discounts for my I would give special discounts for my regular customersregular customers

I would give a special care for the I would give a special care for the customer and ask them to write their customer and ask them to write their opinion about my shop in a customer opinion about my shop in a customer book, By seeing that I will correct the book, By seeing that I will correct the defects in my shop and fullfill the needs of defects in my shop and fullfill the needs of the customers the customers

I would send greeting cards to the I would send greeting cards to the customers during festivalscustomers during festivals

I would give retain warranty for the I would give retain warranty for the goods which the customers get from goods which the customers get from my shopmy shop

Through this project I learnt a lot Through this project I learnt a lot about the customer service, As well I about the customer service, As well I learnt how to manage the customers learnt how to manage the customers and what are the ways to handle the and what are the ways to handle the customers. And I really get the customers. And I really get the knowledge about how to manage the knowledge about how to manage the problems with the customers… problems with the customers… Hence I got a lot of information Hence I got a lot of information through this projectthrough this project

I am thankful to Frankfinn institute and I am thankful to Frankfinn institute and our centre head for allowing me to go for our centre head for allowing me to go for our assignment purpose to Kumudam our assignment purpose to Kumudam Departmental Store for our Customer Departmental Store for our Customer Service Project. My sincere gratitude Service Project. My sincere gratitude towards our faculty Mrs. Jaylene Hardy towards our faculty Mrs. Jaylene Hardy for giving us such a wonderful for giving us such a wonderful opportunity and guidance, I thank my opportunity and guidance, I thank my whole team members and also the staff whole team members and also the staff of the Kumudam Departmental Store, of the Kumudam Departmental Store, Especially the Manager of Kumudam Especially the Manager of Kumudam Departmental Store. operation. Thankfull Departmental Store. operation. Thankfull for the customers who Cooperated with for the customers who Cooperated with us during our projectus during our project

DeclarationDeclaration I here by declare that the above work is I here by declare that the above work is

done by me and it is my own work.done by me and it is my own work.