GREEN WIND SOLUTIONS (P) LTD

CUSTOMER CARE

Topic► What is Training► Importance of Training► Customer is the King► Be Self Aware► Your Role► What Customers Want► When Customers Walk-in► Its Delivery Time► Handling Complaints► DO NOT’s► Customers for Life► Everybody is a Winner

What is Training?

The practise adopted to increase the employee’s know-how of the

job that enhances his/her efficiency and effectiveness.

Importance of Training► It improves employee

confidence/efficiency which results in increased productivity and therefore, financial gains.

► Upgrades the skills of employees with changing technology and market conditions.

► It helps in creating a pool of employees within organization to fill in any vacancy.

► It gives a message that the organization cares about employees which increases retention.

Words of Gandhiji“ 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 on our work, he is part of it.

He is not an outsider on our business, he is part of it.

We are not doing him a favor serving him, he is doing us a favor by giving us the opportunity to do so.”

Customer is the KING► Lets Discuss the

reason.

►Can you suggest some other captions.

Customer the God

The SSI Factor StructureSSI

(Sales Satisfaction Index)Measures levels of customer satisfaction with

the pre-salesprocess, the actual sales.

Be Self Aware - The Attributes

► Knowledge about industry► Sales person’s appearance► Attention focused on customer► Ability to offer the best material as per need► Courtesy and friendliness shown► Honesty► Clear and Understandable in deal► Fulfillment of commitments► Ability to provide complete and accurate answers for the questions► Concern shown for budget► Sufficient time allowed before deciding ► Sales person without hassles► Time taken to finalize the product► Appropriateness of sales person ► Have a memorable day to Customer

Your Role►What and Whom do

you represent?

What Customers Want► A friendly, smiling face,► Feel Welcomed, respected, valued and to be

given undivided attention.► Their presence to be recognized and

importance to be given to them.► To understand how the organizational sales,

service and other processes work.► To talk with people who have adequate

knowledge.► To establish a one point contact at the

organization.► To have their time respected and promises kept.► To be listened to.► To respond their calls, queries, questions

promptly► A quality product and service at a fair price.

What Customers Don’t Want► Their time to be wasted .

► To be shifted from person to person.

► Information to be withheld or to change.

► To be pressurized or manipulated.

► To experience insulting, arrogant, threatening, indifferent, discourteous, insincere or disrespectful comments or behavior.

► To be treated as if they are ignorant or unintelligent.

When Customer Walk In► Greet the customer with a friendly smile.► Introduce yourself.► Must be in uniform► Ask for some refreshments.► Ask for the product he wants.► Should have good body language.► Can implement NLP method► Create a friendly space for the customer.► Avoid jumping into sales.► Identify his purpose/need.► Try and build personal rapport with the

customer.► Never move him from one place to other.

MOST MEMORABLE MOMENT►Buying a nice dress

is most memorable moment in customers life.

►Make this special moment for you and the customer by building up a relationship with

your COMPANY

ALWAYS REMEMBER

The Delivery of the product is not end of a sale, but beginning of a

RELATIONSHIP.

Most Interesting Section

Handling Complaints

Causes► Not Listening or paying attention to customers.

► Not Showing customers the proper respect or courtesy.

► Making false promises(includes price, material,Coloretc)

► Taking advantage of a customer’s trust or misfortune.

► Not knowing what you are talking about.

► Mis matching the information.

► Not keeping the customer informed.

► Blaming a problem on customer action, inaction or lack of knowledge.

What upset customers really want

►To be heard.

►An acknowledgement that the problem is real.

►To have some control over the situation.

► Immediate action.

Complaint Resolution►Replace the

product/price.

►Take an apology and a token of gift if needed.

►Resolve the complaint and get a satisfaction note.

Complaints ?

Complaints are an opportunity for you to strengthen the

relationship with the customer and even enhance their confidence in you.

Furthermore they represent

an opportunity to improve things so that you can avoid

the same problem in future.

How to Handle Complaints?► Never run away from complaints.► Receive the complaint politely.► Don’t reject or argue.► Listen properly.► Use 80:20 principle► Think in the customer view point.► Identify the customer’s main complaint.► Don’t make excuses.► Take notes of the complaints.► Let the customer know if you cannot answer the complaint

immediately.► Reassure them that you will investigate and come back to them

later.► Don’t reply in an ambiguous way.► Never promise something which you cant do.

Keep in Mind► Never Shuffle the customer from person to person.

► Never keep the customer waited for a long time.

► Never argue with the customer.

► Never keep the customer in rigid position let they walk freely

► Never deliver in hurry.

► Never treat delivery as a close of sale.

Customers For LifeLets Discuss.

►How can you Win a Customer for Life?

►What are the benefits?

► Never lose touch with the customer.

► Being out of sight is being out of mind.

► Make him feel that you are always there to help him out and you value your relationship with him.

Winning

customer’s confidence

is only the first step

towards building a

life-long relationship

► By being constantly in touch with the customer you can:

► Find out his future plans.

► Keep track of occasions in his family.

► Follow-up the matter till you succeed.► Inform the customer about new model arrivals, new materials , offer

prices etc.

Winning customer’s confidence is only the Ist step towards building a life-long relationship.

► Its Test Time Now !!!!

► Lets See Who is the Winner

Training Feedback &

AssessmentKindly Fill the feedback form and return back.

Appreciate your sincere feedbacks.

Thanks &

Wish you All The Best

Green Wind Solutions Pvt Ltd