The document provides guidance on how to handle different types of customers in a service environment. It discusses how to effectively deal with tough, uncertain, angry, knowledgeable, and friendly customers. Key recommendations include listening actively, maintaining eye contact, keeping calm and clear communication, and tailoring your level of detail to the customer. The document also stresses the importance of customer service, noting statistics on customer loyalty, retention, and profits that can be impacted by service quality.

1. CUSTOMER
SERVICE

3. Types of Customers

5. Characteristics of the customers

6. Characteristics of the customers

7. Characteristics of the customers

8. SOLUTIONS
TO
HANDLING
CUSTOMERS

9. Tough Customer
 LISTEN ALLOW HIM/HER TO TALK FIRST
 EXPRESS YOUR POINTS AS
SUGGESTIONS CLEARLY
 BE COURTEOUS BUT FIRM

10. Uncertain Customer
 MAINTAIN EYE CONTACT
 BREAK BARRIERS
 LISTEN
 ASK THE RIGHT QUESTIONS

11. Angry or Irate Customer
 BE ASSERTIVE-IN CONTROL- NOT ANGRY
 BE POLITE TO THE POINT
 CALM & CLEAR VOICE
 DON’T GIVE HOLLOW PROMISES
 EMPHASIZE

12. Knowledgeable Customer
 SATISFY HIS DESIRE FOR DETAIL
 NO FOOLING HIM

13. Friendly Customer
 Respond to Warmth and Hospitality
 Keep to Business

14. Why Service Matters
 86 % of customers expect better services than they
did five years ago.
 82% of customers will switch loyalty if better services
are not given
 97% switched loyalty due to bad customer service
 35 % said that a mere ‘Sorry’ would have stopped from
moving off.
 The cost of acquiring new customers is 5 times the
cost of keeping old ones happy
 Old customers bring returns about 3 to 7 times more
than to a new guest.
 Increasing customer retention by 5 % can raise profits
by 25 to 30 %
 Reducing Customer problems by 1 % can increase
profits a few crores over the years.

15. A customer is the most important
visitor on our premises, he is
not dependent on us.
We are dependent on him. He is
not an interruption in our work.
He is the purpose of it.
He is not an outsider in our
business.
He is part of it.
We are not doing him a favor by
serving him.
He is doing us a favor by giving us
an opportunity to do so.