cashier efficiency & customer issue

7/31/2019 Cashier Efficiency & Customer Issue

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Issues

Billing Problem , MRP

Mismatch, Item not

found, Offer Not

updated , Wrong Billing

Double-billing

Scanning Issue

Price tag(barcode) missi

Cash Change Issue

One Packers Or support

Free Item With Product

Ave billing speed 10 item

At Billing

System On But Billing no

MRP Mismatch

Item Not Found

Offer Not Updated

Double Barcode in a sin

Scanning Issue

Price Tag (Barcode) Miss

Post Billing

Double Billing

No Change in Cash Trans

Packer Not available

Debit Card EDC Machine


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Carry bags of Correct Siz

Cashier Is new & cannot

CSD Executive Is Not abl

Offer Confusion

Near Exit

After Biiling Bag Beeps a

Checklist For Cashier Bef

BIS


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How To solve Time line

Once Issue Found, to ensure that the stocks are Removed from the Floor

Once Identified Ensure Barcode is found & Fresh Barcode are put 2 Hrs

ensure that when the Crowd is there There are support staff for packing

Pack All the Free Item

Dept To Check

Offer Reflecting In one Cash till But not in other

in 6 sec

t started

Once the Issue is found By Cashier, To inform the Dept. on the Same, In the Mean while Check If Alt cIt is of 2 reason, One Idoc not Updated & Other Product Have Wrong EAN, These need to be Checked

Once Found, to check If these is due to wrong offer communication or Multiple item, with different fl

Once the issue is found , take the plane barcode & paste it in the wrong code or cross the code ina wa

Product not getting Scanned, due to Old barcode /Other Reason

Need to check while receiving & its Should be a routine for staff to check the Tag missing Article & e

These might happen due to cashier mistake due to double scan or Two different product having same

action

not Available in the till


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not available

Answer the Queries

to Clear the Customer Doubt

the Exit

ore Opening cash till


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Issue WHY is it Happening How to resolve

de is Available, If Yes take the Barcode Print & Put in the Item, If no Collate the detail & mail toby Logistics or the Receiving Team, By Doing the Scan check in logistics. & If issue found The sto

vour Kept at the same place, Offer is deleted / Changed. If Offer deleted pls remove the signag

y that it should not scan. To not repeat the same, should train a person on receiving the produc

sured that the Tagd are updated

code. Cashier need to be Trained Before & well informed of the issue before, so that he might


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category For updating . In the mean time till price is updated Remove from Floorck Need to Kept in logistics & Send to floor After the Updation

s, & daily check the offer product selling price in pos Morning Before customer Entry.

t & he need to check these issue in logistics while receiving & ensure that the issue are resolve

heck the same.


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then & by putting a blank barcode & then taken to the floor.


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Customer Services and Retail Selling

Learning Objectives :1 Learning Objectives Explain why customer service is so important in retailing. Describe the v

Learning Objectives :

2 Learning Objectives Describe the various management problems involved in retail selling, sal

Customer Service :3 Customer Service Merchandise Management Building and Fixture Management Promotion M

Customer Service :4 Customer Service High-Quality Service is the type of service that meets or exceeds customer

A Shoppers Wish :

5 A Shoppers Wish Please Let me find a parking place near the store Do not let me pay too

The Cross Shopping Trend :6 The Cross Shopping Trend

Customer Service :

7 Customer Service High-performance retailers can develop relationships with their customers

Three Basic Tasks of Retailing :8 Three Basic Tasks of Retailing

Customer Service :

9 Customer Service Customer Service consists of all those activities performed by the retailer t

Customer Service :

10 Customer Service Merchandise Management: Keep in stock the merchandise a customer w

Customer Service :11 Customer Service Price Management: Clearly marked and visible; fair, honest, and straightf

Customer Service :

12 Customer Service Questions to assess whether a retailers promotion is serving the custom

Customer Service :

13 Customer Service Nordstrom, by providing high-quality customer service, has become a lea

Common Customer Services :14 Common Customer Services Pretransaction Services Transaction Services Posttransaction

Common Customer Services :15 Common Customer Services Pretransaction Services are services provided to the customer


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Common Customer Services :16 Common Customer Services Transaction Services are services provided to customers whe

Common Customer Services :

17 Common Customer Services Personal Shopping occurs when an individual who is a profess

Posttransaction Services :18 Posttransaction Services Posttransaction Services are services provided to customers after

Retailing Truism :19 Retailing Truism A retailers job isnt over when the cash registers bell rings.

Six Rules to Follow WhenHandling a Customers Complaint :

20 Six Rules to Follow WhenHandling a Customers Complaint Acknowledge the importance of

Six Rules to Follow WhenHandling a Customers Complaint :

21 Six Rules to Follow WhenHandling a Customers Complaint Think of all possible solutions.

Determining Customer Service Levels :

22 Determining Customer Service Levels Retailers Characteristics include store location, store

Factors to be Considered WhenDetermining Customer Services to Offer :23 Factors to be Considered WhenDetermining Customer Services to Offer Customer Service

How the Retailers Salesforce Meets the Expectations of Both Vendors and Customers

24 How the Retailers Salesforce Meets the Expectations of Both Vendors and Customers Ven

Question to Ponder :

25 Question to Ponder How can e-tailers differentiate themselves from other e-tailers, brick & c

Retail Sales Management :26 Retail Sales Management Types of Retail Selling Salesperson Selection Salesperson Traini

Retail Sales Management :27 Retail Sales Management Types of Retail Selling it is generally true that: Retailers with high

Retail Sales Management :28 Retail Sales Management Salesperson Selection: Criteria Predictors Demographics Person

Retail Sales Management :29 Retail Sales Management Salesperson Training: the most important skill the retailer can tea

Retail Sales Management :30 Retail Sales Management Customer Choice Criteria No active product choice criteria Inade


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Customer Types: Defensive :31 Customer Types: Defensive Characteristics Doesnt trust any salesperson. Resists commun

Customer Types: Interrupter :

32 Customer Types: Interrupter Recommendations Dont waste time, move quickly and firmly fr

Customer Types: Decisive :33 Customer Types: Decisive Characteristics Recommendations Confident in their ability to ma

Customer Types: Indecisive :34 Customer Types: Indecisive Recommendations Avoid becoming frustrated yourself. Determi

Customer Types: Sociable :

35 Customer Types: Sociable Recommendations You have to wait out these customers. Listen

Customer Types: Impulsive :36 Customer Types: Impulsive Characteristics Quick to make decisions. Impatient, just as likel

Evaluation of Salespeople :

37 Evaluation of Salespeople Performance Standards Conversion Rate is the percentage of sh

The Retail Sales Process :38 The Retail Sales Process Prospecting is the process of locating or identifying potential cust

Selling Process in the Retail Environment :39 Selling Process in the Retail Environment




Selling Process in the Retail Environment :

43 Selling Process in the Retail Environment

Estee Lauder Training Materials :44 Estee Lauder Training Materials Build a Rapport Repeat what the customer says back in yo

Estee Lauder Training Materials :45 Estee Lauder Training Materials Lay a Foundation Hold each product the customers has vie

Estee Lauder Training Materials :


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46 Estee Lauder Training Materials Dont Give Up If a customer objects to a products price, do

Some Closing Signals theSalesperson Should Be on the Lookout For :47 Some Closing Signals theSalesperson Should Be on the Lookout For The customer reexam

Some Closing Signals theSalesperson Should Be on the Lookout For :

48 Some Closing Signals theSalesperson Should Be on the Lookout For The customer asks th

Characteristics of a Top Retail Salesperson :49 Characteristics of a Top Retail Salesperson 1. BELIEVE IN YOURSELF: A retail salesperso

Characteristics of a Top Retail Salesperson :50 Characteristics of a Top Retail Salesperson 2. BE WILLING TO WORK HARD: Retail sellin

Characteristics of a Top Retail Salesperson :51 Characteristics of a Top Retail Salesperson 3. HAVE PERSEVERANCE: The person that h

Characteristics of a Top Retail Salesperson :52 Characteristics of a Top Retail Salesperson 4. HAVE RESPECT FOR THE CUSTOMERS

Characteristics of a Top Retail Salesperson :

53 Characteristics of a Top Retail Salesperson 5. BE FLEXIBLE: The ability to adjust to the ev

Characteristics of a Top Retail Salesperson :54 Characteristics of a Top Retail Salesperson 6. BE DECISIVE: No two selling situations are t

Characteristics of a Top Retail Salesperson :

55 Characteristics of a Top Retail Salesperson 7. BE ABLE TO HANDLE STRESS: The retail s

The Customer Service and Sales Enhancement Audit :

56 The Customer Service and Sales Enhancement Audit Customer Service and Sales Enhanc

The Customer Service and Sales Enhancement Audit :57 The Customer Service and Sales Enhancement Audit Basic Service: Customer contact Sale

The Customer Service and Sales Enhancement Audit :58 The Customer Service and Sales Enhancement Audit Sales Enhancement: Impulse purcha

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rious customer services that a retailer can offer. Explain how a retailer should determine which

esperson selection, training and evaluation. Describe the retail selling process. Understand the

anagement Price Management Credit Management A Recap

s expectations. Relationship Retailing comprises all the activities designed to attract, retain, an

much Have the sales staff pretend that they care Do not make me have to return anything Get

by offering two benefits: Financial benefits that increase the customers satisfaction. Social ben

hat influence (1) the ease with which a potential customer can shop or learn about the stores o

ants. Building and Fixture Management: Heating and cooling; availability of parking spaces; eas

orward; and true price of credit. Credit Management: Both in-house and bank card, should also

r: Is the advertising informative and helpful? Does the advertising provide all the information th

er in relationship retailing and has many loyal long-term customers.

Services

prior to entering the store. Convenient Hours Information Aids


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they are in the store shopping and transacting business. Credit Layaway Gift Wrapping and P

ional shopper performs the shopping role for another; very upscale department and specialty st

they have purchased merchandise or services. Complaint Handling Merchandise Returns Servi

the customer. Before the customer even begins to explain his or her problem, acknowledge th

sing your creative powers, think of all possible, even wild, solutions that could remedy the probl

size, and store type. Competition: Services offered by competitors will have a significant effect

ix Type of Merchandise Handled Price Image of Store Services Offered by the Competition R

:

ors Expectations Customers Expectations Retailers Sales Force Retailer will: Promote the pr

lick retailers, and brick & mortar retailers based on service assortment?

ng Evaluation of Salespeople

margins and high levels of customer service place more emphasis on order getting. Those with

lity Knowledge and intelligence Experience

ch is common customer courtesy. Retailers Policies Merchandise: retailer may suggest becomi

uate or vague choice criteria Choice criteria in conflict Explicit choice criteria


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ication as they a have a dislike of others. Generally uncooperative and will explode at slightest

om one sales point to another. Avoid overkill since they know what they want. Characteristics In

ke decisions and stay with them. Open to new ideas but wants brevity. Highly motivated by self-

ine as early as possible the need and concentrate on that. Avoid presenting customer with too

for points in conversation where you can interject products merits. Pressure close is out. Subtl

to walk out as they were to walk in. Recommendations Close as rapidly as possible. Avoid any

oppers that enter the store that are converted to purchasers. Sales per hour Use of time Data R

mers that have the ability and willingness to purchase your product. Approach Sales Presentati

r own words to show her you understand her needs. Advisers should make eye contact and h

wed, explain it and hand it to her. She will already feel like it is hers. Advisers should encourage


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nt give up. A customer objection is a sign of interest, the manual says, Advisers should first e

ines the product carefully. The customer tries on the product (i.e., trying on a sport coat or stra

following questions: Does this come in any other colors? Do you accept Discover cards? Can

n must have that self-confidence to keep going when everything is going wrong. After all, your

is really a job demanding hard work if you are going to be good. Dont waste time when custo

s the ability to persevere and take ups and downs of selling in stride will find an increasing num

OOD SENSE: Dont try to trick the customer. You might win the battle by getting the sale, how

r-changing needs of the situation calls for flexibility. The salesperson must have the willingness

he same. The ability to make rapid decisions, and to render judgments, and take action until the

alesperson must be able to perform consistently under pressure and to thrive on constant chan

ment Audit provides management with a detailed analysis of current sales activity by location a

sperson-initiated contact Customer acknowledgement Salesmanship: Merchandise knowledge

ing Walkouts


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services to offer.

importance of a customer service audit.

d enhance long-term relationships with customers.

e in and out as fast as possible Do note make me have to wait in line to make my purchase L

fits that increase the retailers social experience with the customer.

fering, (2) the ease with which a transaction can be completed once the customer attempts to

e of finding merchandise; layout and arrangement of fixtures; placement of restrooms and loun

be integrated into the customer service program.

consumer needs? Are the salespeople helpful and informative? Are the salespeople friendly a


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ckaging Check Cashing Personal Shopping Merchandise Availability Personal Selling Sales Tr

ores offer personal shoppers to their clients. Dwell Time refers to the amount of time a consum

cing and Repair Delivery

t the customer is important by telling him or her that you are there to help. Try to ease the cust

lem. Agree on the solution. Determine the solution that is fair to both parties and then have both

on the level and variety of customer services offered. Type of Merchandise can be an indication

tailers Characteristics Cost of Providing Service Income of Target Market

duct Make product visible Be knowledgeable about its use Provide necessary service Retailer

low margins and a low customer service policy tend to emphasize order taking.

ng familiar with the competitors offerings and their strengths and weaknesses. Customer types


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rovocation. Recommendations Avoid mistaking their silence for openness to your ideas. Stick t

tense, impatient personality. Often interrupt salespersons and have a perpetually strained ex

pride. No canned presentations. The key is to assist. Dont argue or point out errors in their jud

any alternatives. Start with making decisions on minor points. Characteristics They worry abou

friendly close needed. Friendly, talkative types who are enjoyable to visit with. Many have exc

useless interaction. Avoid any oversell. Highlight products merits.

equirements

on Closing the Sale is the action the salesperson takes to bring a potential sale to its natural co

old a product as if it were a rare jewel. Link and Bridge When a customer asks for red lipstick,

the customer to return by mentioning other beauty concerns and scheduling an appointment. L


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mpathize and then list a products benefits.

ping on a wristwatch. The customer begins to read the warranty or brochure. The customer ma

you deliver this tomorrow? Do you have a size 7 in this style? Do you accept trade-ins? Do you

ustomers will believe in you if you believe in yourself. If you dont believe in yourself, why shoul

ers arent in the store. Learn about your merchandise, go over your sales records, and call you

ber of opportunities. All too often salespeople may become frustrated due to the many things o

ver, you will lose not only the war but the customer as well. Find out what the customer needs

and enthusiasm to do whatever is necessary (although not planned to make the sale. If one ap

sale is completed is decisiveness. Every salesperson could probably make better decisions if

e and challenge. The failure to handle stress is a major reason people give up on retail selling

nd by selling area. Identify service, salesmanship, and sales enhancement methods to produce

Needs clarification Active selling Suggestion selling


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t this experience be somewhat enjoyable Do not make me have to deal with other obnoxious s

ake a purchase, and (3) the customers satisfaction with the transaction. Transient Customer i

e areas; location of check-cashing, complaint, and returns desks; lighting; and width and lengt

nd courteous? Are the salespeople easy to find when needed? Are sufficient quantities availabl


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ansaction

r must spend waiting to complete a purchase.

mers frustration. Understand the customers problem. Ask all the questions needed to complet

parties agree to it. Above all, make sure the customer leaves feeling as you would want to feel

of the types of services. Price Image: Expectation of more services from a high-price image th

ill: Offer high quality/low prices (value) Hire knowledgeable sales force Provide prompt service


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o basic facts. Tactfully inject products advantages and disadvantages.

ression. Often driven and successful people who want results fast.

ement.

t making the wrong decision. They tend to postpone all decisions. Want salesperson to make d

ss time on their hands (e.g., retirees). They usually resist the close. Characteristics

nculsion. Suggestion Selling

show her several shades. If she is repurchasing a product, use link selling by showing her a co

ead by the Nose After trying a fragrance on a customers hand, guide it toward her nose and sa


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kes the following statements: I always wanted a compact disc player. I never realized that these

have any training sessions available? Do you have it in stock? What accessories are available?

they believe in you. There will be days when selling is easy, the customers will want everythin

r key customers on the phone to see if they need anything. Remember the old saying, The h

curring that they cant control. A salesman used to call on my fathers store with merchandise t

and get it for him. Remember the example of Kris Kringle, in the Miracle on 34th Street, when h

proach or sales presentation doesnt work, try a different one. It is fine to live on high expectatio

ore time were available. However, more time is frequently unavailable because of the types of

as a career. They tend to focus on the failures and not on the satisfaction to be gained from hel

more sales. Target the methods by the store and selling area to produce most significant impro


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oppers

an individual who is dissatisfied with the level of customer service offered at a store or stores

of aisles. Promotion Management: Provides customers with information that can help make pu

e on sales promotion items? Do salespeople know about the ad and whats being promoted and


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ely understand the situation. Determine the responsibilities of each party and what went wrong.

if you were the customer. If you would not be satisfied with the solution if you were the custom

n a discounter. Target Market Income: Higher income of target market, higher the price. Cost

Provide service after sales Offer easy return policy


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cision for them.

mpanion item. Use bridge selling by asking what fragrances she prefers, then show here Este

y Doesnt that smell wonderful The manual instructs, Always have your customer acknowledg


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were so inexpensive. I bet my wife would love this.

Where would I take it to get it serviced? Is it really that easy to operate?

you are selling. However, the key is handling those days when everything is going wrong. Re

rder I work, the luckier I get.

argeted too high for his target market. After a few years of this, my father asked him how long h

had the wisdom to not try to trick the customer into a different item. Instead, he sent her acros

ns. However, if the realities of the situation tell you otherwise, be flexible enough to try somethi

customers a salesperson must deal with. Remember, a salesperson must be able make decisi

ping a customer solve a problem.

vements. Determine added sales by improving service level, salesmanship, and sales enhance


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nd is seeking an alternative store with the level of customer service that he or she thinks is app

rchase decisions.

why?


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Do not assign any fault at this stage. Repeat the problem (as you understand it) to the custome

r, start over. Remember, it is better to lose a little now than to take a chance on losing a custo

f Services: Know the cost to estimate additional sales to pay for the service.


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Lauder perfumes.

e the scent.


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ember, even on a poor shooting night, Michael Jordan wanted the ball in the final seconds with

e was going to continue to call on him, since he consistently turned down his merchandise line.

s the street to another retailer.

g different.

ns quickly, confidently, and correctly in order to be successful even if perfect information is not

ment programs.


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ropriate.


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r. Without interrupting the customer, paraphrase the problem as you understand it.

er for life.


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the game on the line.

Well, he said, it depends on which one us dies first . . .

always available.


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Cash Till usage 12:00 PM 2:00 PM 4:00 PM 6:00 PM 8:00 PM 10:00 PM Grand Total

5-Apr Thu 47% 50% 56% 56% 56% 53%

6-Apr Fri 34% 53% 56% 63% 59% 69% 56%

7-Apr Sat 38% 63% 66% 66% 78% 81% 65%

8-Apr Sun 56% 66% 66% 84% 84% 88% 74%

9-Apr Mon 28% 41% 34% 47% 38% 41% 38%

10-Apr Tue 28% 38% 34% 38% 38% 38% 35%11-Apr Wed 34% 47% 44% 47% 47% 53% 45%

12-Apr Thu 34% 38% 41% 41% 41% 41% 39%

13-Apr Fri 25% 41% 41% 38% 38% 44% 38%

3-May Thu 19% 31% 38% 41% 47% 50% 38%

4-May Fri 25% 50% 47% 53% 44%

5-May Sat 28% 63% 63% 63% 63% 69% 58%

6-May Sun 41% 69% 66% 75% 78% 66%

7-May Mon 22% 41% 50% 56% 59% 46%

8-May Tue 28% 38% 47% 47% 47% 50% 43%

9-May Wed 53% 66% 59% 69% 66% 75% 65%

10-May Thu 13% 44% 44% 41% 44% 44% 38%

11-May Fri 22% 44% 33%

12-May Sat 38% 53% 50% 53% 47% 48% 49%

13-May Sun 72% 72% 72% 69% 72% 81% 73%

14-May Mon 19% 44% 47% 53% 53% 59% 46%

15-May Tue 28% 38% 44% 47% 47% 56% 43%

16-May Wed 38% 59% 63% 59% 63% 56%

17-May Thu 22% 47% 44% 44% 44% 56% 43%

18-May Fri 34% 44% 50% 47% 56% 50% 47%

19-May Sat 28% 53% 56% 56% 63% 69% 54%

20-May Sun 38% 59% 59% 59% 69% 72% 59%21-May Mon 28% 44% 44% 50% 41% 44% 42%

22-May Tue 25% 41% 41% 41% 44% 47% 40%

25-May Fri 19% 41% 47% 44% 53% 47% 43%

24-May Thu 25% 38% 53% 53% 50% 41% 43%

23-May Wed 41% 53% 53% 56% 63% 59% 54%

26-May Sat 34% 59% 47% 59% 53% 59% 52%

27-May Sun 44% 53% 53% 63% 69% 69% 58%


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Slide 1:Customer Service: Going Beyond Satisfaction A Presentation by Rajiv Bajaj

YOU :

are among the growing group of people who are planning to join a service oriented industry

Slide 3:Service expectations today are very high. Consumer awareness of service standards has incre

Slide 4:Who Is A Customer ?

The Internal Customer :

The Internal Customer Internal customers are the people who work for your company; and The

The External Customer :The External Customer External customers are outside your organization. These are the peopl

Slide 7:

A customer is the most important visitor on our premises, he is not dependent on us. We are d

What do Customers Want? :What do Customers Want?

Customers Expectations :Customers Expectations Be treated with courtesy and respect. To ask questions when they do

Slide 10:To receive service from knowledgeable, competent & cooperative staff. To complete, accurate,

What Is Service? :

What Is Service? Difficult to define accurately because

Slide 12:It is not tangible. Cant be measured / weighed.

Slide 13:It is more emotional than rational.

Slide 14:You can sell it, but you cannot give a customer a sample to take back & show to others.

Slide 15:Having given it, the customer may not acquire anything except a good experience !

Service Quality :

Service Quality Different viewpoints of service quality exist. Difficult to define in terms on which

Quality as :

Quality as Excellence

Amount of Quality :Amount of Quality High Low

Subjective Perception :

Subjective Perception Good BadValue Based :Value Based Perceived price relative to quality. Quality Price

Five Dimensions of Service Quality :Five Dimensions of Service Quality Normally judged on five dimensions: Tangibles Reliability R

Tangibles :Tangibles Physical aspects of the service that we can see or with which we interact. E.g. Physi

Reliability :


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Reliability Ability of service personnel to perform the promised service accurately and consisten

Responsiveness :

Responsiveness Employees willingness to help customers and their promptness in providing s

Assurance :

Assurance A catch-all quality dimension that involves the faith we have in service personnel. D

Empathy :

Empathy The part of quality that is heartfelt. The quality element that shows the service personSlide 27:Includes caring about your waiting times, and fairness in waiting line systems. The element of s

Evaluating Service :

Evaluating Service Customers compare their prior expectations of the service to their during s

Quality & Customer Satisfaction :Quality & Customer Satisfaction Comparison - Actual Service Vs Expectations : The three poss

What is Customer Service ? :

Focusing your entire organization - Systems, people, processes, facilities and information to

Slide 32:

Any point in the interaction during which the customer has an opportunity to gain or form an imMoment of Joy :Moment of Joy When you not only meet, but exceed the expectations of the customer.

Moment of Misery :Moment of Misery When you fail to give good service to the customer.

The Reactions :

The Reactions Good & bad service can arouse powerful emotions. Surprising how long these r

Slide 36:Opportunity to retain or lose customers & gain or lose several more. Someone who has had a

Why Do Customers Leave ? :Why Do Customers Leave ? Indifferent service is the biggest cause. Leave Statistics Source: U

Some Startling Statistics :Some Startling Statistics Only 4% of customers actually complain. Around 75% of the complain

Customer Service - Importance :Providing excellent customer service starts with a commitment from the top and flows througho

Slide 40:Types of Customer Service

Reactive :

Reactive Starts after receiving a complaint. Moves on to solving the complaint. Usually is a one

Proactive :Proactive Starts at the first contact with the customer. Makes buying a pleasant experience. Re

Slide 43:Customer Service Attitude

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

The Choice is YOURS :The Choice is YOURS OR

What is Customer Service Attitude? :

What is Customer Service Attitude? It is the inherent ability to look at every interaction with the


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Attitude Checklist :Attitude Checklist What attitudes assist in providing good service? Enjoy helping people & han

Slide 48:

The Ten Commandments of Customer Service

1. Know Who The Boss Is :1. Know Who The Boss Is The Customer is King. Never forget that the customer pays your sal

Slide 50:You can only do that if you know what it is your customers want. Listen well to your customers

2. Be A Good Listener :

2. Be A Good Listener Take the time to identify customer needs Ask questions. Concentratin

Slide 52:Beware of making assumptions - thinking you intuitively know what the customer wants. Effecti

3. Identify & Anticipate Needs :3. Identify & Anticipate Needs Customers don't buy products or services - they buy good feelin

4. Make Them Feel Important :4. Make Them Feel Important Treat them as individuals. Always use their name and find ways t

Slide 55:Think about ways to generate good feelings about doing business with you. Customers are ver

5. Help Customers Understand Systems. :5. Help Customers Understand Systems. You may have the world's best systems for getting thi

6. Appreciate The Power Of Yes :

6. Appreciate The Power Of Yes Always look for ways to help your customers. When they ha

7. Know How To Aplogise :7. Know How To Aplogise When something goes wrong, apologise. It's easy and customers ap

Slide 59:Make it simple for customers to complain. Value their complaints. As much as we dislike it, it gi

8. Give More Than Expected :8. Give More Than Expected The future of all companies lies in keeping customers happy. Thin

Slide 61:What can you give customers that they cannot get elsewhere? What can you do to follow-up a

9. Get Regular Feedback :

9. Get Regular Feedback Encourage & welcome suggestions about how you could improve. Y

10. Treat Employees Well :

10. Treat Employees Well Employees = Internal customers. They need a regular dose of appre

Handling Complaints :Handling Complaints

Slide 65:

Encourage customers to complain. A complaining customer gives you a chance to improve onSlide 66:L.E.A.R.N.

Slide 67:Listen Empathise Apologise Respond No Delay

Listen :

Listen Listen to the complaint. Sincerely. With full attention. Do not interrupt. Allow customer

Empathise :


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Empathise Put yourself in the customers shoes. Understand the problem from their point of vie

Apologise :Apologise For the inconvenience caused. Be sincere with the apology. This is the first step to c

Respond :

Respond Respond to the complaint. Offer a solution. Solutions include Replacement, Refund

No Delay :

No Delay If a solution is possible on the spot, do NOT delay. Act now. If implementation will takDont Lose Sight of The Service-Profit Chain :

Dont Lose Sight of The Service-Profit Chain Good Service Satisfied Customers Higher Sales

Slide 74:

Questions ?


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hich is dedicated to meet the needs of others. YOU

sed tremendously.

depend on you and the work you do in order to complete their own tasks. Employees, Team

that buy your goods and services.

ependent on him. He is not an interruption in our work. He is the purpose of it. He is not an out

not understand. To timely service, whether in person, by phone, or in writing.

reliable information & feedback. To receive value for their money. These are also the RIGHTS

all can agree. Some views on quality

esponsiveness Assurance Empathy

al appearance of the facilities. Equipment. Appearance & uniform of employees. Communicati


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tly.

ervice.

they seem well trained? Are they knowledgeable? Do they seem trustworthy?

nel care about you and understand your frustrations and needs. Involves setting operating hour

ervice that makes us feel special, when service providers recognise that we are individuals. Th

rvice judgments of five service quality elements their overall quality perception of actual qu

ible outcomes - Actual Service > Expectations = 2. Actual Service = Expectations = 3. Actual S

ards meeting the customers needs, and building lasting relationships. Excellent customer servi

ression of the service provided by the company. Research has shown that it takes on average

actions often last. Results may be remarkable or disastrous !

ad customer experience will tell at least 10 other people.

.S. News & World Report

ing customers will do business with you again, if you act quickly. It costs 5-6 times more to attra

ut the company. In a quality organisation, employees know that the customer is the reason for t

time activity. Basically we wait till the time complaints come.

duces the waiting time. Delivers service more efficiently. Increases customer retention. Lesser

customer as an opportunity for customer delight and service excellence


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le people well. Care for your customers. Give fair and equal treatment to all. Be understanding

ry and makes your job possible. You are in business to service customer needs.

they let you know what they want. Once you know that, you can provide better service.

on what the customer is really saying. Listen to their words, tone of voice, body language, and

e listening and undivided attention are particularly important. It makes the customer feel wante

s & solutions to problems. Most customer needs are emotional rather than logical. The more y

o compliment them, but be sincere. People value sincerity. It creates good feeling and trust.

sensitive and know whether or not you really care about them. Thank them every time you get

ngs done. But if customers don't understand them, they can get confused, impatient and angry.

e a reasonable request, tell them that you can do it. Figure out how afterwards. Look for ways t

preciate it. Customers may not always be right, but the customer must always win. Deal with pr

es us an opportunity to improve. Even if customers are having a bad day, go out of your way t

k of ways to elevate yourself above the competition. Consider the following:

d thank people even when they don't buy? What can you give customers that is totally unexpe

u can find out what customers think and feel about your services: Listen carefully to what the

ciation. Thank them and find ways to let them know how important they are. Treat your employ

our services. Remember, a customer who complains wants redressals. If handled appropriatel

to vent.


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w. Show that you care. Be SINCERE.

omplaint redressal. Also important for mending the relationship.

, Fixing, Discount on next purchase etc. If you cant handle it, call your supervisor.

e time, advise exact time frame. Stick to the time frame.

High Revenue/ More profits Higher Incentives/Bonus to Employees Service-oriented employee


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embers, Colleagues, etc.

ider in our business. He is part of it. We are not doing him a favor by serving him. He is doing u

of a customer !!

n material / brochure etc that is provided etc.


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s for the convenience of the guests, not management or employees.

care and individualized attention that is (or is not) provided to us.

lity. The result of this comparison of expected quality is the customers level of satisfaction.

rvice < Expectations =

ce requires thinking outside the lines we have drawn around us. What is Customer Service ?

12 shining moments of truth to compensate for one dull moment of truth.

ct new customers than to keep old ones.

he organisation's existence. Delivering excellent customer service is a never-ending search, as

omplaints. The Bottom Line - does wonders for you and your company.


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of people with special needs.

more importantly, how they feel.

and appreciated. Avoid being distracted by other things. Focus on the customer before you.

u know your customers, the better you become at anticipating their needs. Communicate regul

a chance. Let them know they are appreciated.

Take time to explain how your systems work and how they simplify transactions. Ensure that y

o make doing business with you easy. Always do what you say you are going to do.

blems immediately and let customers know what you have done.

make them feel comfortable.

ted?

say. Check back regularly to see how things are going. Provide a method that invites constr

es with respect and chances are they will have a higher regard for customers. Appreciation ste

, he will come back to you. A customer who doesnt complain is less likely to return to you.


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s


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s a favor by giving us an opportunity to do so. Mahatma Gandhi


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is thinking outside of the box. Customer Service - Importance


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rly so that you are aware of problems or upcoming needs.

ur systems don't reduce the human element of your organization.

uctive criticism, comments and suggestions.

ms from the top. Treating customers and employees well is equally important.

cashier efficiency & customer issue

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