How to deal with
Customers
Customer Training Module
from Green Wind Solutions
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 practice
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.
The SSI Factor Structure
(Sales Satisfaction Index)
Measures levels of customer satisfaction with the pre- sale
process, 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
your product 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
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,Color etc)
► 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 ?
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 Life
Lets 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.
► 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
Its
Test Time Now !!!!
