SERVICE WITH SMILE

SERVICE

• WHAT DO YOU MEAN BY “SERVICE”?

• It is the way to do things without any anticipation

SMILE

• WHAT DO YOU MEAN BY “SMILE”?

• It is the way to express things with Heart

SERVICE WITH SMILE

• WHAT DO YOU MEAN BY “SERVICE WITH SMILE”?

• It is the best way to do things with expressive heart.

SERVICE WITH SMILE

• How the service can be rendered with smile?

– Start with a smile – Follow the way to do things HAPPILY– End with a smile

(expressing the real satisfaction of the service)

DIFFERENCE BETWEEN SERVICE AND SERVICE WITH

SMILESERVICE SERVICE WITH SMILE

- Brings relationship - Brings relationship with business

- Brings strength - Brings strength with support

- Brings Good will - Brings Goodwill with credit

- Brings Business - Brings business with profit

PRE REQUISITE FOR SERVICE WITH SMILE

• Keep your mindset open• Forget the past• Concentrate on the present• Anticipate the future

PRE REQUISITE FOR SERVICE WITH SMILE

• KEEP YOUR MIND SET OPEN:

– Keep problems away and success stories near– Think new and every thing new– View with heart not with eyes– Motivate yourself

PRE REQUISITE FOR SERVICE WITH SMILE

• FORGET THE PAST:

– Remember today– See tomorrow– Be proactive– Try talking

PRE REQUISITE FOR SERVICE WITH SMILE

• CONCENTRATE THE PRESENT:

– Keep eyes open– Look at the crowd– Understand the situation– Prioritize job

PRE REQUISITE FOR SERVICE WITH SMILE

• ANTICIPATE THE FUTURE:

– Count how many people really smiled at you– Listen to people/customers– Get feed back

DEALING VARIOUS TYPES OF CUSTOMERS WITH SMILE

• At office, we may be dealing with various types of customers viz.

• Complaining / Irritative/Argumentative customers

• Business People/Govt.servants• Senior Citizens / Aged People/Pensioners• Angry/Arrogant customers.

DEALING VARIOUS TYPES OF CUSTOMERS WITH SMILE

• DEALING COMPLAINING / IRRITATIVE /ARGUMENTATIVE CUSTOMER:

• A complaining customer is one who is not satisfied with services rendered by our Department.

• He may have grievances. We should attend him personally and try to find out his requirements and expectations.

• The best way to greet an irritative customer is a disarming smile from the counter staff.

• A customer who is in the habit of arguing should be informed of the business hours and departmental procedures.

DEALING VARIOUS TYPES OF CUSTOMERS WITH SMILE

• DEALING BUSINESS PEOPLE:

• Business people are our potential customers. India post can be benefited to a great extent if business people are brought into our fold.

• We must provide them with the information of various products and services of our department and try to cross sell the products.

DEALING VARIOUS TYPES OF CUSTOMERS WITH SMILE

• DEALING GOVT. SERVANTS:

• The government servants may not have enough time, so we must attend them and fulfill their requirement within short span of time.

• Our service now should induce him to invest his retirement benefits with the post office on his retirement.

• The govt servant should be appraised of various scheme in India Post which will be highly useful to him like income tax rebate schemes etc.

DEALING VARIOUS TYPES OF CUSTOMERS WITH SMILE

• DEALING SENIOR CITIZENS / AGED PEOPLE

• They are special people.• Senior citizen as per our departmental ruling is a

person who is of 60 years or above. • With due respect, we must enquire their purpose

of visit. • They may be in our premises to invest their hard

earned money, for safety and security. • Offer them a seat and tell them about various

schemes especially suitable for senior citizen.

DEALING VARIOUS TYPES OF CUSTOMERS WITH SMILE

• DEALING ANGRY/ARROGANT CUSTOMERS

• An angry customer is a person who is unhappy with our services.

• Efforts should be made to find the cause of his anger/ arrogancy.

• If there is any deficiency of our service on our part, we must rectify it.

• Identify such People and treat them with special attention.

SERVICE WITH SMILE

Smile is the greatest gift given to us by god. If we render service to the customers with

smiling face, the customer will be having a highly satisfied experience and even delighted.

Satisfied customer will bring more business, more customers and more respect to our department.

So,

LET US SERVE WITH SMILE