Customer Care Ariforce 2
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Transcript of Customer Care Ariforce 2
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Z onal Manager K K V V L W KarunatilakeMBA,B.ComMBA,B.Com SP (Hons),PGD in bank Management(IBSL)SP (Hons),PGD in bank Management(IBSL)
PGD in HRM(PIM), Dip in HRM(IBSL),Visiting Lecturer,TrainerPGD in HRM(PIM), Dip in HRM(IBSL),Visiting Lecturer,Trainer
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CUSTOMER CARE .?
* A FUNDRMENTAL PRINCIPLE OF MARKETINGIS THAT PROFIT IS MADE FORMPEOPLE,NOT,PRODUCT
* MARKETING IS ALL THE ACTIVETIESINVOLVED IN FACILITATING EXCHANGEBETWEEN PEOPLE IN ORDER TO SATISFYHUMAN NEEDS AND WANTS
* ALL BUSINESS DECISIONS SHOULD BECOUSTEMER ORIENTED,VIZ,COUSTEMERSHOULD BE THE FOCUS OF ALL ACTVITIES
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Introduction to customer care ?
Customer care aims to close the gap between thecustomers expectations and their experience in everyaspect.
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Bad customer care Good customer care
Unhappy customers Less sales Lower profits/losses Lower salaries Less job satisfaction Higher stress| No customer base Negative image
Happy customers More sales Higher profits
Better salariesBetter job prospects
Less stress. Loyal customer base
Better positive image
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Customer Care isEverybodys Business
Human ResourceMarketing
FinanceProduction
R & DSales department
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Customer Care Skills
If anyone wants to besuccessful in anything in
life,they need to enjoy thework. they should be good at
it,they should be proudabout it, and they should be
passionate about it
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Skills1.Interpersonal
2.Selling
3.Drive and Motivation
4.Listening
5.Organizational
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Who is your customer?
Why customer service is important?
Who makes our profit?
Its people NOT the product.
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Traditional Views of the customer.?
King ?
Emperor ?
God ?
The cornerstone of the Company ?
A person in need ?
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Profile of todays customersCustomer is very much sophisticated and knowledgeable
He has far more choices in terms of product and place
Customers increasingly rate personal touch than
convenience and speed of delivery.
(Their first Name, Title,Date of Birth)Harder to please.
Smarter
More price conscious & SensitiveMore demanding
Command faster response
Less forgiving
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Customer CareWhy ?
Retaining customer is very profitable
Getting new customer costs five times
It ensure repeat business
Quality relationship with customer Boost employeemorale
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PERCEPTION: SIMPLY HOW WE SEE THINGS INOUR MIND NOT BY EYES
PROBLEM IN PERCEPTION IS DIFFERENT PEOPLEPERCEIVE THE SAME THING IN DIFFERENT WAYS
THE DENGER IN PERCEPTION IS WE COME TOCONCLUSION WITHOUT ALL INFORMATION
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