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CUSTOMER

RELATIONSHIP
MANAGEMENT

“Customers are not an interruption to our work; they are the purpose
of it.”

THE OVERALL “EXPERIENCE”

 Customer
 Customer

Service is being served

Satisfaction is feeling served

CRITICAL ROLE OF THE FRONT LINE
STAFF

 To

make that all important first impression
 To gain or lose customers
 To convert a crisis into an opportunity
 To create lasting and satisfying relationships with
Customers

WHAT IS QUALITY SERVICE? “When one meets or exceeds the customers’ expectations” “Only promise what you deliver and deliver what was promised” .

enthusiasm & the power of passion • Knowledge • Confidence • Appearance & Clothing • Persistence • Building right relationships .WHAT IT TAKES TO DELIVER QUALITY SERVICE • Attitude.

ATTITUDE  Words can be refused but a positive attitude that springs from sincere belief cannot  People are persuaded more by attitude than logic because: • They are ruled by emotions • Emotions are contagious .

ENTHUSIASM  Enthusiasm lets you do things with excitement and energy  It’s like an electric current that creates attraction  It invites people to join with you in your belief in what you are selling  It shows in your voice. body language and willingness to do whatever you can to provide your customers with the best possible service .

enthusiasm is body. then passion is spirit  It’s about having love and respect for what you do personally and professionally .THE POWER OF PASSION  If attitude is mind.

POSITIVITY • Read something inspiring everyday • Find a quote that means something to you and hang it where you can see it • Look for new crowd if people around you are angry and bitter • Count your blessings • Find attitude mentors .

GIVE IT ALL YOU HAVE  To be high achiever. you have to put in time and effort necessary to  lessen the possibility of failure A positive attitude stimulates effort  When you are faced with less perfect situations you have two choices: • Live in disappointment • Pick yourself up and start again .

KNOWLEDGE • Business knowledge • Industry knowledge • Company knowledge • Product knowledge • Process knowledge • Policy knowledge • Selling knowledge .

never give-up!! .PERSISTENCE Never. never.

GOALS  One must have clear / well defined goals (Personal & Professional)  Goals should be time bound “Begin with the end in mind” (Stephen Covey) .

BUILD THE RIGHT RELATIONSHIPS  People do business with you if: • They like you • They trust you • They respect you .

THE “SERVICE” MARKETING MIX The Service Marketin The Classic Marketing Mix Product Promotion + People Price Place + Processes .

.“MOMENTS OF TRUTH”  It is absolutely essential that the customer receives a favorable impression each and every time he has contact with the bank  Whether it is his first contact or his fiftieth. this still holds true  These contact situations are commonly known as “moments of truth”.

he forms or consolidates his opinion as to whether or not he is satisfied with the bank itself  Even one unsatisfactory encounter can make him decide to switch to another financial institution .“MOMENTS OF TRUTH”  They have the power t make or break the bank’s reputation  Every time the customer has dealings with a member of the bank’s staff.

THE “WOW” EXPERIENCE • Make the customer feel at home • Care about the customer • Make them feel special • Give the right advice • Provide value (Give more than expected) • Keep your promises • Help when the customer really needs it • Know Your Customer • Make things even better if you make a mistake • Thank the customer • Reach out to the customer .

THE ONE & ONLY QUESTION  Did the customer enjoy the “experience”? .

SERVICE PROTOCOLS .

polished an organized •Organized notice board •Availability of Products and Marketing material •Proper display of Banking Mohtasib Posters.THE FIRST IMPRESSION •Impressive Branch Ambiance •Adequate Lighting •Teller & Customers Services Counters cleaned. FAQs and Com Forms •Cleaned planters and trash bins •Comfortable branch temperature •Operational ATM machines/ spick & span ATM booths .

STAFF ATTIRE Gentlemen • Neat and proper haircut • Quality Suiting • Properly washed & ironed clothes • Avoid loud colors & clashing patterns • Polished shoes • No casual Wear • Shine Yourself .

Neat haircut • Avoid overly fashionable styles • Avoid shiny/ transparent/ satin fabrics • Shine Yourself .STAFF ATTIRE Ladies • Conservative make-up • Polished shoes or sandals • Properly washed and ironed clothes • Hair is very important.

concise and accurate delivery of product details • Acquire and provide contact details for further inquiries Personalized Customer Services • Attempt to resolve small problems • Assist customers with their queries with right solutions • Discussion of personal/ professional problems is unacceptable .PUTTING “SERVICE” BACK IN “CUSTOMER SERVICE” Put out the Welcome Mat • Make eye contact • Extend the standardized greeting • Well groomed appearance • Wear Staff ID cards • Appropriate and sincere facial expressions • Smile  Product & Service Information • Introduce yourself • Clear.

making a brief comm asking questions while doing a transaction See the invisible in the queue •Proper queue management • Always remember: acknowledging customers kills the frustration of wait •Make use of intercoms to avoid cross talk Clean Sweeps • Use ‘Please’ and ‘Thank you’ statements at the conclusion of every conversa • Summarize and conclude the interaction .CASH COUNTER DYNAMOS Over the Counter • Acknowledge the presence of customers with a smile • If necessary ask the customer to wait for his turn • Use verbal or non verbal cues such as nodding of head.

honesty and Respond to the problem quickly . courtesy. patience. take customer’s name and contac number Turning complaints into compliment – Hit the Jackpot • • • • • Make it easy for the customers to raise their concerns with you Thank the customers for raising their concerns Show interest Treat the customer with genuine empathy.TELEPHONE ETIQUETTE SAYS IT ALL Amplify the Customer • Answer all calls within 3 rings • While answering use standardized greetings “Assalam-o-Alaikum MCB” • Make an apology for the delay if the customer is put on hold • Provide correct information to customer query • Listen properly to the customer • Incase no one is available to take the call.

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• • • • • • • • • • Shaking hands Posture Facial expressions Appearance Voice Tone Hairstyle Clothes Smile Expression in your eyes • • • • • • • • • How close you stand to others How you listen Confidence Your breathing The way you move The way you stand The way you touch people Color choice Silence .

(not seafood or hamburgers) 5. (not Sue or Mary) 2.1. (not Jim or John) 3. (not this weeken . Jane’s taking Tom out for PIZZA tonight. Jane’s taking TOM out for pizza tonight. Jane’s taking Tom out for Pizza TONIGHT. JANE’S taking Tom out for pizza tonight. Jane’s taking Tom OUT for pizza tonight. (rather than stayi 4.

 Dress  Firm and colors Hand shake  Upright Posture  Gestures  Eye Contact  Smile  Mirroring .

COMMUNICATION BARRIERS  Differences in perception  Jumping to conclusions  Stereotyping  Lack of knowledge  Lack of interest  Difficulties with self–expression  Emotions  Personality .

TELESKILLS • • • • • • Answer the phone in 3 Rings. Telephone Greetings (Std opening & closing) Ask for callers name Hold the phone correctly Listen carefully to the customer Take Notes .

Explain if you ask the customer to call back Thank the caller at the end of the conversation Avoid giving mis-leading information Don’t end the conversation abruptly. rather end the phone pleasantly . ATM etc Repeat & summarize customer’s needs.TELESKILLS • • • • • • Use standard scripts. i.e.

DEALING WITH DIFFICULT CUSTOMERS “Your unhappiest customers are your greatest source of learning. .” – Bill Gates.

reflective and empathetic listening skills t encourage them to keep talking .MANAGING ANGRY CUSTOMERS / COMPLAIN STEP 1 • Do not ARGUE • Acknowledge the customer’s right to be angry STEP 2 • LISTEN carefully • Allow the customer to vent • Do not INTERRUPT • Use your active.

it ensures customers that you sincerely want to resolve the problem and also keeps you from making a statement that the customer may perceive as placing the blame elsewhere or passing along the responsibility to resolve the issue .MANAGING ANGRY CUSTOMERS / COMPLAIN STEP 3 • APOLOGIZE • Restate the problem as you understand it to clear ambiguities • Assure them that you will do everything possible to resolve their problem • EMPATHIZE STEP 4 • ASK QUESTIONS.

thank them STEP 6 • Make RESTITUTION (Amends) • Explain exactly what you will do to resolve the issue for your customer. so treat every complaint as an opportunity for improvement • When someone helps you to get better.MANAGING ANGRY CUSTOMERS / COMPLAIN STEP 5 • THANK the customer • REMEMBER only a small percentage of your customers complain. They will calm down after you do this. make sure he/she understands you and that your efforts will be acceptable to him/her . • After you have explained yourself.

MANAGING ANGRY CUSTOMERS / COMPLAIN STEP 7 • Do what you PROMISE • You must deliver your promise of restitution. you will never get a second chance STEP 8 • FOLLOW UP • CALL or WRITE to them to make sure they are satisfied . If you UNDER PROMISE and OVER DELIVER. the customer will remember you for life • If you don’t do what you promised.

.MANAGING ANGRY CUSTOMERS / COMPLAIN STEP 7 • Give them something EXTRA • Give them a discount. a fee waiver or anything you think of to compensate them for their inconvenience • The important thing is to make the customer believe that you have gone out of the way for them when they are angry and that you want them to be satisfied and loyal customer.

often includes swearing and personal attacks .ABUSIVE CUSTOMER A customer who goes beyond expressing anger about a problem and begins attacking the person handling the call .

HANDLING ABUSIVE CUSTOMERS  Stay Calm  You’re not the target  Give customer warning ◦ “I beg your pardon?” ◦ “I don’t appreciate the language you are using. inform supervisor . I will have to ask you to leave.” ◦ “If you aren’t able to talk with me without swearing.”  If situation gets immediately serious.

CUSTOMER SATISFACTION: MAIN BENEFITS  Customers stay with the company longer  Customers deepen their relationship with company  Customers  Customers demonstrate less price sensitivity recommend company's products or services to others .

THANK YOU .