WELCOME TO THE

PRE EMPLOYMENT TRAINING

PROGRAMME
ON
CUSTOMER RELATION
Generation (KPC & Others )
Power Sector in Karnataka
220kV
66/33/11kV
11/0.415kV
KPTCL - Transmission
Distribution Companies


CUSTOMER SERVICE DUTIES OF ESCOMS
QUALITY POWER SUPPLY.
AFFORDABLE TARIFF.
AVAILABILITY 24 HOURS / 365 DAYS.
PROPER METERING / METER READING / BILLING.
PROPER RESPONSE.
CUSTOMER FRIENDLY EMPLOYEES.
SAFETY.
MAHATMAS DICTUM
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 THE PURPOSE OF IT.
HE IS NOT AN OUTSIDER ON OUR BUSINESS; HE IS A PART OF IT.
WE ARE NOT DOING HIM A FAVOUR BY SERVING HIM;
HE IS DOING US A FAVOUR BY GIVING US AN OPPORTUNITY TO DO SO
Customers of KPTCL
1. Bangalore Electricity Supply Company
2. Mangalore Electricity Supply Company
3. Hubli Electricity Supply Company
4. Gulbarga Electricity Supply Company
5. Chamundeshwari Electricity Supply
Corporation
6. Hukkeri Co-operative Society
YOUR CUSTOMERS
INTERNAL

SUPERIOR OFFICERS / OFFICIALS
COLLEAGUES
SUBORDINATE STAFF
COLLEAGUES OF OTHER
DEPARTMENTS / SECTIONS
CONTRACTORS / AGENCIES

EXTERNAL

ELECTRICITY CUSTOMER
-- BESCOM
-- MESCOM
-- HESCOM
-- GESCOM
-- CESC
-- HUKKERI COOPERATIVE SOCIETY
CUSTOMER RELATION
OBJ ECTI VES
UNDERSTAND TO CREATE POSITIVE RESPONSE TO CUSTOMERS.


CREATE BETTER COMMUNICATION FOR ENHANCED CUSTOMER
SATISFACTION.


CREATE A FEELING THAT THE COMPANY IS CUSTOMER FRIENDLY.
OUR ROLE
1. MY ORGANIZATION:
-- TO PERFORM WORK EFFICIENTLY AND HONESTLY TO GET
GOOD NAME
AND GOOD REVENUE INCOME TO THE ORGANIZATION.

2. MY INTERNAL CUSTOMERS:
-- KEEPING IN VIEW THE OBJECTIVES / MISSION OF THE
ORGANIZATION
WORKS TO BE PERFORMED WITH COOPERATION AND
ASSISTING THE OFFICERS AND COLLEAGUES.

3. MY EXTERNAL CUSTOMERS:
-- CUSTOMERS ARE PAYING FOR THE SERVICES.
I SHOULD TREAT THE ORGANIZATION AS MY HOME AND SERVE
THE CUSTOMERS WITH FULL SATISFACTION.
CUSTOMER REQUIREMENT
PHYSICAL
UNINTERRUPTED POWER SUPPLY
DESIRED VOLTAGE
PROPER TARIFF
AFFORDABLE COST
EASY PAYMENT OPTIONS
MENTAL
CARE
PROPER RESPONSE
IDENTIFICATION
POLITENESS
PRIORITY / RESPECT
FRIENDLY ATTITUDE
RESULTS OF DEFICIENCY IN CUSTOMER
SERVICE
REDUCTION IN FAITH
CREATES ANGER
DISAPPOINTMENT
FALL IN COMPANYS IMAGE
REDUCED RESPECT TO THE EMPLOYEES
FALL IN REVENUE INCOME
TYPES OF CUSTOMERS
ANGRY CUSTOMER.
UNHAPPY CUSTOMER.
COMMERCIAL MIND CUSTOMER.
HURRIED CUSTOMER.
INFLUENTIAL CUSTOMER.
COMPLAINT CUSTOMER.
STEADY CUSTOMER.
DEALING WITH ANGRY CUSTOMER
SMILE TO THEM AND OFFER SEAT.
LISTEN ANGRY CUSTOMER WITH PATIENCE.
EXPLAIN THE REASONS WITH A PARDON NATURE.
GIVE PROPER ATTENTION.
PROPER REACTION.
DEALING UNHAPPY CUSTOMER
SMILE TO THEM AND OFFER SEAT.
GIVE PROPER ATTENTION TO HIM / HER.
UNDERSTAND HIS / HER PROBLEM.
GIVE SOLUTION IMMEDIATELY.
REACT WELL.
DEALING WITH COMMERCIAL MIND
CUSTOMER
SMILE TO THEM AND OFFER SEAT.
LISTEN WITH CARE
RESTRICT CONVERSATIONS AND FACE TO HIM / HER.
GIVE PROPER REMEDY.
PROPER REACTION.
DEALING HURRIED CUSTOMER
SMILE TO THEM AND OFFER SEAT
LISTEN CAREFULLY.
MIND YOUR CONVERSATION.
IMMEDIATE REMEDY.
PROPER REACTION.
DEALING INFLUENTIAL CUSTOMER
SMILE TO THEM AND OFFER SEAT.
RESPOND WELL.
STAND OR SIT NEXT TO THEM TO GIVE ATMOSPHERE
OF ACCEPTANCE .
TALK CLOSELY WITH THEM.
REDRESS THEIR PROBLEM.
PROPER REACTION.
DEALING COMPLAINT CUSTOMER
SMILE TO THEM AND OFFER SEAT.
DO NOT GET TOO CLOSER OR TOUCH THEM.
SIT OR STAND ACROSS THEM WHERE THEY CAN SEE YOU.
MAINTAIN DIRECT EYE CONTACT AND USE LITTLE HAND GESTURE.
GIVE IMPRESSION OF NOT AVOIDING THEM.
DEALING STEADY CUSTOMER
SMILE TO THEM AND OFFER SEAT.
FACILITATE CALM ATMOSPHERE.
DO NOT STAND TOO CLOSE TO THEM.
DO NOT RUSH WITH YOUR ACTIONS.
APPEAR RELAXED.
ACTION SHOULD BE WELL PACED AND THOUGHTFUL.
METHODS OF SATISFYING THE
CUSTOMERS
LISTEN TO CUSTOMER AND COMMENCE REACTION POLITELY.
UNDERSTAND CUSTOMER NEEDS FULLY.
ATTEND CUSTOMER NEEDS IMMEDIATELY.
USE MINIMUM CUSTOMERS TIME DONT WASTE THEIR TIME.
TELL CUSTOMERS WORKING PATTERN CLEARLY.
THINK AS IF YOU ARE THE CUSTOMER AND THEN ATTEND TO WORK.
Gestures
55%
Tone
38%
Words
7%
Gestures Tone Words
IMPORTANCE OF
COMMUNICATION
RESEARCHERS HAVE DISCOVERED
THE THREE COMPONENTS OF
SUCCESSFUL COMMUNICATION
WORDS
TONE OF VOICE
GESTURES AND BODY LANGUAGE
WHAT TO DO FOR I MPROVED SERVI CE?
CHANGE YOUR STAND AND ATTITUDE.
FIND OUT INNOVATIVE IDEAS FOR YOUR OWN BETTER AND SOCIETY.
IMPLEMENT WHAT HAS BEEN TOLD ON CUSTOMER RELATION.
ACTIONS
BE FIRM.
FOLLOW DEFINED SET MEASURES / STANDARDS.
ACHIEVE WHAT IS MEANT.
FOLLOW TIME FRAME.