Customer Delight

The Bridge to Our Customers

 Objectives

 Understand the importance of Customer & Customer Service

 Identify Internal & External customers
 Understand Moment of Truth & Service-Profit Chain
 Understand & create Customer Delight
 Practice complaint handling skills
 Tips to practice & demonstrate good customer service
 YOU as a customer…

Share an experience of Good

Customer Service
 YOU as a customer…

Share an experience of Bad

Customer Service
 Who are Customers?
• The most important person in any business.

• Is not dependent on us. We are dependent on them.

• Is not an interruption of our work, but the purpose of it.

• Is part of our business – not an outsider.

• Does us a favor when they come in. We aren’t doing

them a favor by serving them.

 Who are Customers?
• A customer is not just money in the cash register. They
are human beings with feelings and deserve to be
treated with respect.

• Is a person who comes to us with their needs and

wants. It is our job to fill them.

• Deserves the most courteous attention we can give

them. They are the lifeblood of every business.
 Facts about Customers
 The Customer is the business’ biggest asset

 The Customer pays all our salaries wages and

bonuses

 The customer will go where he/she receives the

best attention

 There is no profit, no growth, no jobs without the

customer

Hence, You must be your customers’ best choice!

 Facts about Customers
• A typical dissatisfied customer will tell 8-10 people
about their problem.

• 7 out of 10 complaining customers will do business

with you again if you resolve the complaint in their
favor.

• If you resolve a complaint on the spot, 95% will do

business again.
Why Customers leave?

Poor Service

69%

13% 9%
9%

Product Better Prices

Dissatisfaction Elsewhere
Others
 What qualities are important to
our customers?
 Accuracy
 Friendliness

 Timeliness

 Efficiency

 Courtesy

 Honesty
 Customer Service
 Any or all interactions which the customer has with
your organization while conducting business
 It is the ability to provide a service or product in the
way it has been promised
 It is also about treating customers with respect,
individuality, and personal attention
 Customer Service - GUEST
 G – Greet the customer
 U – Understand customer needs
 E – Explain features and benefits
 S – Suggest additional items
 T – Thank the customer
Good, Bad, & Excellent Service
Good Customer Service
Good service is when the customer gets
treatment that meets his/her expectations.

Customer What Customer

Expectation receives
 Bad Customer Service
Bad Service is when customer gets treatment
which is less than his/her expectations

Customer What Customer

Expectation receives
Excellent Customer Service

When the customer gets a little more than what

he/she expected, Good Service becomes Excellent
Service

Customer What Customer

Expectation receives
 Types of Customers
 Internal Customers

 External Customers
 Internal Customer

An individual or a group of people you may

Interact / serve within the organization

Eg: IT, Cafeteria, Logistics, HR,

Facilities, Housekeeping
 External Customer
Someone who comes to your organization
for products or services – the end customer

These customers depend on the timelines,

quality, and accuracy of your organization’s
work.
Moment of Truth

Any point in interaction during which the

Customer has an opportunity to form an
Impression (negative or positive) about the
Company through its services
 Moment of Truth
 When a moment of Truth for a customer
has been a negative experience, it
becomes a Moment of Misery

 On the other hand, when the interaction

has been extremely positive, it becomes
a Moment of Magic for the customer
The Service-Profit Chain
Higher Incentives/Bonus to
Employees

High Revenue/
More profits Service-oriented employees

Good Service – Satisfied

Higher Sales Customers
Customer Delight
Customer Delight
 Exceeding customers’ expectation is
delighting customers

 The customer reacts with a “wow” in

return for the product/service

 Every interaction with the customer has

an opportunity to create delight

 The challenge is to consistently maintain

the delight factor
 Complaint Handling
 Appreciate/Thank the customer for sharing the
complaint

 Apologize for the error / mistake /

inconvenience

 Listen actively and nod from time to time

showing interest

 Show Empathy – Put yourself in the

customer’s place
 Complaint Handling
 Resolve, if it is within your control. If not, bring it
to the notice of your supervisors

 If not solved immediately, take down the

customer’s details (name, telephone number,
address) to contact with the solution

 Do follow up till the customer is satisfied

REMEMBER: Don’t take customers’ complaints

personally
Different Customers
&
Handling them
Angry Customer

A slight mistake has made this customer

Mad.

How to handle?
 Let the customer finish talking. Don’t
interrupt. Use the pressure cooker
method
 Be firm and polite else they may not
be happy
Demanding Customer

The customer who wants more than

you
can offer. They are not easily satisfied.

How to Handle?
 Be firm yet polite

 Be professional

 Avoid being too docile but not rude

 Passive Customer

The Customer who listens to you. Is quite

meek and extra polite. Will sound apologetic
when complain.

How to handle?
 Listen carefully what they have to say

 Sound professional and don’t brush them aside

 Gain their confidence

The Killer Word

BUT
 Tips for Good Customer
Service
 Smile
 Make yourself presentable/well groomed
 Greet each customer as he/she enters your service area
 Smile
 Make any eye contact when speaking to customers
 Be a good listener and show interest in what the
customer is saying
 Don’t chat with other staff when customers are around
 Smile
 Tips for Good Customer
Service
 Identify & anticipate needs – Customers don’t just
buy products/service; they buy good feelings &
solutions
 Make customers feel important & appreciated
 Avoid rushing or doing too many things at once
 Smile
 Apologize when something goes wrong
 Service a little more than they expect
 Use positive verbal & body language
 Smile
Questions