"Customer Delight" is essential for becoming a successful customer service executive

1. Customer Delight
By MH Neyazi

2. Objectives
 Understand the importance of Customer and Customer Service
 Understand Moment Of Truth and Service-Profit Chain
 Understand and create Customer Delight
 Practice Complaints and Handling Skills
 Tips to practice and demonstrate Good Customer Service
10/6/2017Author: MH Neyazi
2

3. Customer Delight
The Bridge To Our Customers
 Exceeding customers expectations is Delighting Customers.
 The customer reacts with a “ ” in return of a product or
service.
 Every interaction with a customer is an opportunity to create a
Delight.
10/6/2017Author: MH Neyazi
3

4. You as A Customer
Share an Experience of Good Customer Service
10/6/2017Author: MH Neyazi
4

5. You as A Customer
Share an Experience of Bad Customer Service 10/6/2017Author: MH Neyazi
5

6. Who are Customers ?
 The most important person in any business.
 Is not dependent upon us. We are dependent upon them.
 Is not the interruption in our work, but the purpose of it.
 They do us a favor when they came in. We are not doing them a favor by serving
them.
 A customer is not just money in our account. They are also Human Beings with
Feelings and Deserves to be treated Respectfully.
 Is a person who comes to us with their wants and needs, it is our job to fulfill them.
 Deserves the most Courteous attention.
10/6/2017Author: MH Neyazi
6

7. Facts about Customers
 The Customers are biggest asset of any business.
 The Customer pays all our salaries, wages and bonuses.
 The Customer will where he receives the best attention.
 There will be no profits, no growth or jobs without customers.
Hence, you must be your customer’s best choice
10/6/2017Author: MH Neyazi
7

8. Facts about Customers
 Across all industries 50% of consumers complaint about
problems to a frontline person. Chances are high that most of
the problems will never reported to the manufacturers.
 7 out of 10 complaining customers will do business with you
again, if you resolve the complaints in their favor.
 95% will come back to you if you resolve the complaint on the
spot.
 A typical satisfied customers will 8-10 persons about their
problems.
10/6/2017Author: MH Neyazi
8

9. Why Customers Leave ?
69%
9%
13%
9%
Poor Service Product Dissatifaction Better Price Elsewhere Others
10/6/2017Author: MH Neyazi
9

10. What is Important to Customer ?
Accuracy
Efficiency
Courtesy
Friendliness
Honesty
10/6/2017Author: MH Neyazi
10

11. Why Customer Service Is Important ?
1
Excellent
Product
2
Excellent
Delivery
3
Excellent Service
Mindset
10/6/2017Author: MH Neyazi
11
*Anybody can copy your Product and Delivery method but no one can copy
your Service Mindset

12. Customer Service
Any interactions which the customer has with our
organization while conducting business.
It is an ability to provide a service or product in the
way it has been promised.
10/6/2017Author: MH Neyazi
12

13. Customer Service
Customer Is a GUEST
 G- Greet the Customer
 U- Understand the Customer’s needs
 E- Explain the features and benefits
 S- Suggest additional terms
 T- Thank him for giving you his time
10/6/2017Author: MH Neyazi
13

14. Good Customer Service
When the
Customer gets
treatment that
meet his
expectations. 2.5
2.5
CUSTOMER EXPECTATION
SERVICE LEVEL
Good Customer Service
10/6/2017Author: MH Neyazi
14

15. Bad Customer Service
When the
Customer gets
treatment that is
less than his
expectations 4.3
2.5
CUSTOMER EXPECTATION
SERVICE LEVEL
Bad Customer Service
10/6/2017Author: MH Neyazi
15

16. Excellent Customer Service
When the
Customer gets a
little more than
what he expected,
Good Service
become Excellent 2.5
3.5
CUSTOMER EXPECTATION
SERVICE LEVEL
Excellent Customer
Service
10/6/2017Author: MH Neyazi
16

17. Moment Of Truth
A “ Moment Of Truth” is an interaction
between the customer and the customer
service provider which leaves a lasting
impression on you customer.
 Positive or Negative! It truly makes the difference in your success or
failure
10/6/2017Author: MH Neyazi
17

18. Service-Profit Chain
Higher Sales
High Revenue More Profit
Service Oriented Employees
Good Service Satisfied Customers
10/6/2017Author: MH Neyazi
18

19. Do’s and Don’ts of Customer Service
DO
 Listen Attentively
 Product knowledge
 Always provide what you promise
 Assume that customer tells you the
truth
 Never point out customers mistakes
 Never argue
 Make sure your solution is acceptable
for them
Don’t
 Take people for granted
 Use jargons
 Give short/clipped answers
 Speak Fast
 Assume
10/6/2017Author: MH Neyazi
19