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Nagindas Khandwala College of management studies Class: FYBMS-A Group name: IGNITERS Presents a project on the topic:

Customer Service

GROUP MEMBERS:
AKANKSHA ARORA (104) KINNARI BAROT (107)

AMISH MEHTA (132) VINISHA MEHTA (136) JAIKISHAN MISTRY (137)


ANKIT PARMAR (151)

Acknowledgement
As the saying goes, man is a social animal & whatever he has achieved today was not possible without the help of others. Every task he has carried out is the result of the symbiotic effort of many known & unknown faces. That`s why at the completion of our project we would also like to bolster the fact above said & would like to thank all those who have helped us knowingly & unknowingly.

First and the foremost we would like to thank Prof. Geeta for giving us an opportunity to show our creativity and to acquire complete knowledge about the topic and concepts of customer service.

Last but not least; we thank one above all i.e. GOD for helping us in completing our project on time.

INDEX

INTRODUCTION
The topic CUSTOMER SERVICES means the service provided to the customers. The customers are the king of the market. They have certain expectation on the part of the company to be full filled. The services should meet the expectations of the customers. There are various types of services that can be provided, and the company should provide these services adequately and efficiently.

Who is a CUSTOMER?
A customer, also called client, buyer, or purchaser, is usually used to refer to a current or potential buyer or user of the products of an individual or organization, called the supplier, seller, or vendor. This is typically through purchasing or renting goods or services. However, in certain contexts, the term customer also includes by extension any entity that uses or experiences the services of another. A customer may also be a viewer of the product or service that is being sold despite deciding not to buy them. The word derives from "custom," meaning "habit"; a customer was someone who frequented a particular shop, who made it a habit to purchase goods of the sort the shop sold there rather than elsewhere, and with whom the shopkeeper had to maintain a relationship to keep his or her "custom," meaning expected purchases in the future. A customer is the most important person in any business, He not dependent on us. We are dependent on him. He not an interruption in our work. He is the purpose of it. Is part of our business not an outsider. We are not doing favor by serving him. He is doing a favor by giving an opportunity to do so.

TYPES OF CUSTOMERS
1. Internal Customers:

Internal customers are the people who work for your company. Basically they are the employees. An individual or a group of people you may interact / serve within the organization. Team members, employees, colleagues, housekeeping etc. A unit, division, or individual employee who is the recipient of materials, products, information, or services from another unit in the same organization (the internal supplier). The concept encourages employees to treat their co-workers as though they were external customers or suppliers, thereby raising quality consciousness within the organization.

E.g.

People working in different departments People working in different branches

2. External Customers: E.g.


Someone who comes to your organization for products or services. These customers depend on the timelines, quality, and accuracy of your organizations work.
External customers are those persons who come from the outside to fulfill their needs.

Individuals Individuals of different needs Individuals of different cultures Business people Groups

What are SERVICES?


A service is a set of singular and perishable benefits

delivered from the accountable service provider, mostly in close coactions with his service suppliers, generated by functions of technical systems and/or by distinct activities of individuals, respectively, commissioned according to the needs of his service consumers by the service customer from the accountable service provider, rendered individually to an authorized service consumer at his/her dedicated trigger, And, finally, consumed and utilized by the triggering service consumer for executing his/her upcoming business or private activity. It is intangible. Cannot be measured / weighed. It is more emotional than rational. You can sell it, but you cannot give a customer a sample to take back & show to others

CUSTOMER SERVICE

Customer service is the provision of service to customers before, during and after a purchase. Customer service may be provided by a person (e.g., sales and service representative), or by automated means called self-service. Customer service is normally an integral part of a companys customer value proposition. From the point of view of an overall sales process engineering effort, customer service plays an important role in an organization's ability to generate income and revenue.[4] From that perspective, customer service should be included as part of an overall approach to systematic improvement. Good customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business wont be profitable for long. Customer service is one of the most important ingredients of the marketing mix for products and services. High quality customer service helps to create customer loyalty. Customers today are not only interested in the product they are being offered but all the additional elements of service that they receive from the greeting they receive when they enter a retail outlet, to the refund and help that they receive when they have a complaint about a faulty product that they have paid for.

CUSTOMER SERVICE SKILLS

1. Language skills:
Good communication is the lifeblood of the service industry and its important that your language should be devoid of grammatical errors. While we have all learnt the basics of grammar in school, the most important attributes in spoken English are: sentence construction (your ability to form meaningful sentences) and word order (ability to use the right words as per context). Talk to people in English as far as possible and watch English news and sit-coms. The objective here is to develop conversational skills.

2. Vocabulary:
Your vocabulary should be good so that you can tackle challenging communication and customer service scenarios. You should be able to demonstrate a satisfactory use of word choice so that your customer maintains confidence in your skill sets. Follow the TIS rule (think it, ink it, sink it). When you come across a new word, make a note of it in your personal diary and read it out loud at least thrice.

3. Pronunciation:
You need to have a clear pronunciation and diction, such that, it does not interfere with your overall communication with the customer. This includes stress, rhythm and intonation patterns in your speech. Many institutes like the British Council offer courses in communication skills for call centers and service oriented jobs. These programs also help you in neutralizing your accent and sounding more professional.

4. Tone:
You need to speak in an upbeat and positive tone. This enables you to connect with your customers and colleagues and also build long lasting relationships. A lot of negative emotions like anger, sarcasm, impatience, etc also get communicated through your tone, so its important to watch out for it. Your tone should reflect empathy and concern for your customer.

5. Listening Skills:
Good listening skills will help you understand the main ideas of the person you are communicating with. It also enables you to understand the specifics of a particular situation that you could be dealing with. Good listening skills will also ensure that you provide appropriate answers to questions and understand the emotional clues that your customer may drop.

6. Problem Solving Skills:


You should be committed and have a sincere desire to solve the problems of your customer. Your ability to ask the right kind of questions will be a key factor in providing an effective solution. You also need to prioritize your time and understand your customers needs and wants.

7. Flexibility:
You need to adapt to your customers unique needs and changing circumstances. You should be open to change and be willing to take the customers feedback and act on it. Being flexible also helps you identify new business opportunities and make more sales for your organization.

8. Professionalism:
You need to be professional, friendly and courteous. Being direct and expressive helps to build a strong relationship with the Customer. Showing your respect to the customer, team members, company, and competitors is also important as this demonstrates confidence in self and the Organization. A professional attitude will leave the customer with a positive feeling.

9. Initiative and Pro-activeness:


You need to be proactive and anticipate customer problems. You should be able to apologize and correct a mistake rather than hide behind company policies. Walking an extra mile for the customer will cement the relationship and would lead to repeat business.

10. Task Orientation:


As a customer service professional, its important to strike a balance between the job at hand, relationship and rapport building activities. While you need to engage in building a positive relationship with the customer, you must keep issue resolution and meeting targets as your top priority. Most tele-sales consultants keep sweet talking with customers without asking the customer for the order (closing the sale).

CUSTOMER SERVICE TIPS

1. Remember there is no way that the quality of customer service can exceed the quality of the people who provide it. What can one get by paying the lowest wage, giving the fewest of benefits, doing the least training for your employees? It will show. Companies don't help customers. People do. 2. Realize that your people will treat your customer the way they are treated. Employees take their cue from management. Do you greet your employees enthusiastically each day; are you polite in your dealings with them; do you try to accommodate their requests; do you listen to them when they speak? Consistent rude customer service is a reflection not as much on the employee as on management. 3. Know who your customers are: If a regular customer came in to your facility, you should recognize them. Could you call them by name? All of us like to feel important; calling someone by name is a simple way to do it and lets them know you value them as customers. 4. Do your customers know who you are? If they see you, would they recognize you? Could they call you by name? A visible management is an asset. The manager is easily accessible and there is no doubt about "who's in charge here". You have only to beckon to get a manager at your table to talk with you.

5. For good customer service, go the extra mile. Include a thank-you note in a customer's package; send a birthday card; clip the article when you see their name or photo in print; write a congratulatory note when they get a promotion. There are all sorts of ways for you to keep in touch with your customers and bring them closer to you. 6. Give customers the benefit of the doubt. Proving to him why hes wrong and youre right isnt worth losing a customer over. You will never win an argument with a customer, and you should never, ever put a customer in that position. 7. If a customer makes a request for something special, do everything you can to say yes. The fact that a customer cared enough to ask is all you need to know in trying to accommodate her. It may be an exception from your customer service policy, but (if it isnt illegal) try to do it. Remember you are just making one exception for one customer, not making new policy. 8. Are your customer service associates properly trained in how to handle a customer complaint or an irate person? Give them guidelines for what to say and do in every conceivable case. People on the frontline of a situation play the most critical role in your customers experience. Make sure they know what to do and say to make that customers experience a positive, pleasant one. 9. Want to know what your customers think of your company? Ask them! Compose a "How're We Doing?" card and leave it at the exit or register stand, or include it in their next statement. Keep it short and simple. Ask things like: what it is they like; what they dont like; what they would change; what you could do better; about their latest experience there, etc. To ensure the customer sends it in, have it pre-stamped. And if the customer has given their name and address, be sure to acknowledge receipt of the card. 10. Always greet your customer with smile. Smile is the most important element in courtesy.

DUTIES

Customer Service Consultant duties and responsibilities: Consult with customers about their product or service needs or their wants. Analyze what the customer says they want and need then tailor it to what CNS offers. Troubleshoot products and services to best fit their needs and expectations. Receive customer calls of requests for products and services. Investigate what products and services the customer will need even if they may not know what they need. Probing as to what they want and present what they feel they may need dependant on their needs and wants. Middle liaison between the workers (technicians, SBC and whoever supplies the products or services) and the customer. Testing of new products. Full responsibility of ensuring that campus is aware of what products and services (applicable to CCU) is trained in understanding what products and services are available, what they do, and how they can order them. Provide customer service to faculty, staff, and some students who receive number by accident for help. How it gets to the campus is where the two really come together.

IMPORTANCE
Customer service is the overall activity of identifying and satisfying customer needs. The term is used in three different ways: As a contrast to 'products'. Products are tangible things. Services are intangible things like a taxi journey, a hair-cut, or advice on insurance. As an extra you get when you buy a product. You buy a plasma screen TV and the shop will 'service' it for you - that is, it will make sure the TV will continue to work well. As an overall description of the desired relationship between a supplier and a customer. 'Service' in this sense is based on the premise that every commercial transaction is a service.

CONCLUSION
Hereby we can conclude that the services provided to the customers should be effective and efficient. This helps the company to attract more customers and the customers also prove to be loyal to the company. This will also help the company to make more profits.