1.
Exceptional Customer Services
By: Muhammad Saleem
Sr. Manager Learning & Development

2.
It’s all
about
smiles and
thumbs-

3.
Competitive
Advantage
Increase in
Customer Retention
Resists Competition
Reduced Cost of
Customer Support
Long-Term
Organizational
Success through
Business
Profitability
Enhanced Business
Reputation & Brand
Recognition
Lower cost of attracting
new customers
word-of-mouth
Customer
Satisfaction
The Business Perspective

4.
Customer Service?
Customer service is the
act of taking care of
the customer's needs by
providing and delivering
professional, helpful, high
quality service and
assistance before, during,
and after
the customer's requiremen
ts are met.

5.
The Best
Customer
service?
The key to good customer service is building good relationships with your
customers. Thanking the customer and promoting a positive, helpful and
friendly environment will ensure they leave with a great impression. A
happy customer will return often and is likely to spend more.

6.
Six Secrets of Customer Service

7.
Warm & friendly
Responses

8.
They Want to
Feel Important

9.
They Want to
be Listened

10.
Someone to Know Their Name

11.
Flexibility

12.
What goes into a happy
customer experience?

13.
By far, the most requested
improvement from customers
was "Better Human Service“.

14.
Why Companies lose Customer?
1% Die
3% Move Away
5% From Other Friends
9% For Competitive Reason
14% Because Of Product Dissatisfaction
68% Quit Because Of Attitude Of Indifference Towards
Customer By Some Employee Of The Organization.

15.
Be a Great Listener
Be careful , there are BEARS
around..
BEER!! Where?? I wana have one!

16.
Clear Verbal Communication

17.
Ability to Empathize

18.
Be Honest

19.
Understanding of Human Psychology

20.
Basic Performance Skills

21.
Ability to
Memorize Protocol
and Guidelines

22.
Time Management Skills

23.
Management of Personal Emotions

24.
Situation Evaluation and Analysis

25.
Handle Surprises Well

26.
Maintain Professionalism

27.
Your Body Language

28.
Organizational skills

29.
Respect

30.
Ability to Identify & Anticipate Needs

31.
Is the customer happy with the offered solution?

32.
Flexibility / Take The Extra Step

33.
Problem Solving

34.
Look at every Touchpoint

35.
Become
Expert

36.
Be Confident

37.
Teamwork Skills

38.
Creativity
&
Negotiation

39.
Dependability

40.
Have Computer Skills

41.
Learn from your

42.
Types of Customers
The Angry Customer

43.
The ‘know it all’ Customer

44.
The Suspicious Customer

45.
The Indecisive Customer

46.
Effective Complaint Management:
12 Steps to Customer Delight

47.
Adopt a Positive Attitude
Impossible is nothing but just a big word

48.
Reassure the Customer

49.
Establish Empathy

50.
Offer an Apology

51.
Identify the Problem and the Cause

52.
Guide the Customer

53.
Request or
Offer
Alternative
Solutions

54.
Communicate the Steps to Follow

55.
Solve the Problem

56.
Inform the
Customer When
the Problem is
Solved

57.
Compensate the Customer or go the extra Mile

58.
Monitor Final Satisfaction

59.
CARP Diem
Control
Acknowledge
Refocus
Problem-Solve

60.
A typical business only hears from 4%
of its dissatisfied customers.

61.
“When life gives you lemons, make lemonade.”
Negative Feedback & Complaints
are like Lemons – bitter
+ Sugar =

62.
Resolve a complaint in
the customer's favor
and they will do
business with you
again 70% of the time.