DELIVERING EXTRA CUSTOMER CARE

AIM: HANDLING THE STUDENT/CUSTOMERS

PROFFESIONALLYBY: NABANGI DAVID WILLYINSTRUCTOR - CCP VOCATIONAL TRAINING INSTITUTE AT KISUMU CITY KENYAFOR THE STAFF RETREAT, 2014.

VENUE: GOOD SAMARITAN HOTEL DATE: 08TH JANUARY 2014.

Services provided Heart

It is okay to say;

“ I don’t know as long as you follow up with, but I will find out for you”

Enlarge your idea of service. It’s believed that “ anyone who interacts with a customers must be trained in customer service”

Why;i. Role distinctions are meaningless to customers-if any.ii. If employee is untrained , customers may make harsh and often immediate evaluations.iii. Internal customers are just as important as external ones.

iv. Your business type does not matter; any one who needs or uses what you provide is a customer.v. Don’t get to comfort zone.Business is cynical- do something well and soon your competitors do just as well – or better.

Quote: “Excellent customer service gives you an edge” by David.

vi. Excellent customer service is a serious, strategic investment that warns constant focus, follow through and review.

cont …

N.B. Need for customer feedback.

vii. Follow through and follow up show you have shown them respect and they will respect you, and your business/organization.

Quote: “If we do not take care of our customers, something else will”. By Unknown.

N.B. Need for customer feedback.

viii. Follow through and follow up show you have shown them respect and they will respect you, and your business/organization.

Quote: “If we do not take care of our customers, something else will”. By Unknown

Cont …

ix. Treat customer with respect- don’t talk “up” to them using big words. It is not going to help, don’t talk “down”, you won’t make friends. Treat them like a two year old.

x. Never lie –it will come back to bite you.

xi. Be positive – a real smile goes along way .

xii. Understand customers reality“ Bad customer service is a result of not understanding of what a

customer really needs. Take time to listen, “ask not, tell them”.”

xiii. Cultivate a business culture where excellent, consistent are part of your core business function- customer service training is constant.

How ?

xiv. Make customers service realFind out what your staff is thinking, finding out what they think is cheaper

than finding out from ex customers!

CONCLUSION

One powerful rule for customer service/care.

Quote:”Always give people more than what they expect to get” By Nelson Boswell.

Thank for listening. Let me be a blessing.