GREEN WIND SOLUTIONS PVT LTD

Customer Service
Green Wind Solutions
Corporate Consultants

Customer Service
Objectives of the program:
• Who is a customer
• Identify your customer- Internal and External
• What quality characteristics are important for
Customer service
• How to create positive memorable experiences for
all customers

Caring Customer Service
Outcomes of this module are:
• Identify different kinds of customer contact
• Demonstrate and use Caring Responses
• Create and use a series of Caring Responses

Customer Service
You are among the growing group of people
who have joined
dedicated to meet
needs of others. The expectations today
are very high because customers
expectations for service have increased
tremendously

Reactions
• What is often surprising is how long these
reactions last
• Good & bad customer care can arouse powerful
emotions
• Benefits- remarkable or disastrous
• Opportunity- retain/ lose customers & gain/ lose
several more
• Research shows that someone who has had a bad
customer experience will tell at least 10 other
people

Customer Service
Who are Customers?
• People who receive my output
• People who pay me
• They are the reason why I do my job
• People who want to avail my company’s
services

Foundation of Customer Service
Customers are of two types:
• Internal
• External

Foundation of Customer Service
Internal customer:
• Group of people you may serve within the
organization.
External customer:
• “someone who depends on the timeliness, quality,
and accuracy of someone else’s work.” These are
customers who come to your organization for
some services or products.
• You are a customer of others within an
organization and you also have customers.

Customer Service
What quality characteristics are important to
your customers?
• Accuracy
• Friendliness
• Timeliness
• Efficiency
• Courtesy
• Honesty

Why is Service so Difficult to Define
Accurately?
• It is not tangible
• It cant be measured/ weighed
• It is more emotional than rational
• You can sell it, but you cannot give a
customer a sample to take & show to
another
• Having given it, the customer may not
have acquired anything

Customer Service
Core service and Customer service
• Core Service: is the service or product your
organization provides to its customers- your
“reason for being”
• Customer Service: includes all of the interactions
you have with a customer while you are
conducting the business

Service can be Divided into two
main types:
MATERIAL:
• Price, Quantity, Quality, Type of
material, Routines, Working method, Fashion
, Recent Trends etc.
PERSONAL:
• It is personal service which upgrades a neutral
impression about a service to a good
impression.
• A honest smile & full personal attention will
work wonders even if material service breaks
down.

In any Interaction
Human level
(to fulfill current human needs)
Business level
(to accomplish external purposes and
objectives)

Customer Service
The four things the Customer wants:
 Friendly, caring service:
 Being interested
 Giving information
 Listening carefully
 Answering questions
 Warm friendly responses at all times especially
when customers are upset or have concerns
 Flexibility: Customer want the person to
“jiggle” the system to make it work for them.
They don’t want to hear “No”

Customer Service
The four things the Customer wants:
 Problem resolution:
 Business problems
 Non-business problem
 Recovery: If and when mistake is
made, customer wants you to take care of it
quickly and to their satisfaction
 Apology
 Fix it
 Extra Step
 Follow up

Moments Of Truth
• A moment of truth is any point in the
interaction during which the customer
has an opportunity to gain an
impression of the service provided by
the company
• Research has shown that it takes on
average 12 shining moments of truth to
compensate for one dull moment of
truth

Caring Responses
The Caring responses are skills that can
be used all the time, not just when
customers are upset. The four skills are:
A4
• Acknowledging
• Appreciating
• Affirming
• Assuring

Dont’s
• Don’t Forget
• Don’t Hesitate
• I will try
• Unfortunately
• Free
• Discount
• Sadly
• We cant do that
• Just a second

Dont’s
• I am afraid
• I don’t know
• Cost problem
• Don’t worry
• No problem
• But
• You will have to
• It’s a policy

The Benefits of Good Customer
Service
Personal Benefits :
• Less stress
• Higher efficiency
• More job satisfaction
Organizational Benefits:
• Key to survival and success
• Motivated teamwork
• Cost effective
• Adds to the company bottom line

Some Startling Statistics
• Only 4% of customers actually complain
• For every complaint you receive there are 26
unattended
• Around 75% of the complaining customers
will do business with you again, if you act
quickly
• It costs 5-6 times more to attract new
customers than to keep old ones

Surprised?
Out of the entire customers you lost:
• 1% die
• 3% move away
• 9% go away for cheaper prices
• 19% are chronic customers
• 68% leave due to bad service

So Most Of All
Customers go elsewhere because the
people they deal with are indifferent to
their needs 68%.

The two types of Customer Service
• Reactive Customer Service
• Proactive Customer Service

Reactive Customer Service
Starts after receiving a complaint.
Moves on to solving the complaint.
Usually is a one time activity.
Basically we wait till the time complaints come.
• Uncaring
• Unresponsive
• Uninvolved
• Rude
• In general, they under-deliver customer
service

Proactive Customer Service
• Starts at the time of customer making
the purchase
• Makes buying a pleasant experience
• Reduces the waiting time
• Delivers service more efficiently
• Increases customer retention
• Lesser complaints
• The Bottom Line- does wonders for you
and your company

Winner/ Loser Tapes
LOSER TAPES
There are so many
customer problems
The back room is
disorganized
WINNER TAPES
The customer is the reason
we are here.
How to organize the back
room

Winner/ Loser Tapes
LOSER TAPES
The customer just
doesn’t understand.
I have too much
work to do.
WINNER TAPES
How can we use this
information to gain
revenue/ credibility by
educating the customer.
Having lots to do make
time to fly.

GUEST
• G- Greet the customers
• U- Understand customer needs
• E- Explain features and benefits
• S- Suggest additional items
• T- Thank the customer

Three Styles of Communication
• Aggressive communication:
Communication becomes aggressive
when we stand up for our rights in such
a way that the other persons rights are
violated. It leads to a close down in
communication.

Three Styles of Communication
• Submissive communication:
When we use submissive communication
we fail to stand up for our rights or we
express them in a way that allows
others to easily disregard them. It leads
to win lose communication, where
neither party is satisfied.

Three Styles of Communication
• Assertive communication:
It involves standing up for our own
rights in a way that it does not violate
the rights of others.

Customer Service Attitude
Customer Service is
80% Attitude
&
20% Technique

What is Customer Service
Attitude……….?
“Customer Service Attitude is the inherent
ability to look at every interaction with the
customer as an opportunity for customer
delight and service excellence”

Displaying Customer Service
Attitude
• Projecting Confidence
• Thinking Positive
• Using Positive Language
• Being Enthusiastic
• Conveying Speed or urgency
• Taking Ownership or accountability
• Being Courteous

CONFIDENCE
“ Who has Confidence in himself will gain
the confidence of others”

Our beliefs fuel our actions.
Positive beliefs lead to positive actions
and negative beliefs lead to negative actions.
Thinking Positive

Using positive language!
The way you express yourself will affect
whether your message is received positively
or negatively

Conveying Speed or Urgency
Your problem is important

Taking Ownership
To the customer you are the Company

Courtesy
Please
Politeness goes far yet costs nothing
Thank you

A customer is not dependent upon
us……….
We are dependent upon him for our living

A customer is not a cold statistic.
He is flesh and blood human being with
emotions and prejudices just like our own

Best Model
• B: Being the customer interaction
Gauge mood
Build rapport
• E: Establish the customers agenda
Ask open and closed ended questions
Be quiet
Listen actively
Probe for specifics
Paraphrase

Best Model
• S : Satisfy the customer’s needs.
Generate more than one option
Consider the customer’s perspective
• T: Thank the customer and verify the
next step
Thank the customer
Verify who will do what by when

When we learn to appreciate one
another’s differences, we become more
willing to listen, more open to new ides
and more eager to grow.
Birds of different feathers come flocking to
us- we have to work together with them.

Good Customer Service rests on 3
P’s
People
ProductProcess

Your Service Should be

THANK YOU
WE ARE HAPPY TO HEAR FROM YOU ABOUT OUR TRAINING MODULE….
KINDLY FILL THE FEEDBACK FORM AND RETURN.
Or MAIL YOUR FEEDBACK TO greenwind@outlook.com