After Sales Service

1. Effective Customer
Care

2. Whole hearted participation Share ideas & experiences
Provide constructive feedback
Respect the views of others
Step out of your comfort zone
Be open to new ideas
Have Fun!!
Speak one at a time
Be patient
Ground Rules

3. No side talking No phone allow delayed
Ground Rules

4. •Create and understand customer service.
•Know why is it important/impact of customer service.
•Levels, aspect and nature of customer expectation.
•Tips to practice.
Objective:
• Know how to set a service mindset.
• Create a first and final impression.
• “Expect that every customer walks out with a satisfactory
smile in their face”.
By the end of session we will:
Outcomes
Purpose of
this session

6. “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 of our work. He is the
purpose of it.
He is not an outsider of our business. He is part of it.
We are not doing him a favor by serving him. He is
doing us a favor by giving us the opportunity to do
so.”
Who are Customers?

7. What is Customer Care ?
Customer care is at the heart of
all successful companies. It can
help you develop a loyal
customer base and improve
relationships with your
customers.

8. Customer service adds value to a product and builds
long-term relationship with our customer.
What is customer service?

9. •Why the customer is here?
•What has made them choose US over our
competitor?
•What are their expectations?
•At any point in the process, are those expectations
being met, exceeded or falling short?
•What does it take to make their visit BETTER than
they expected?
It is the empathy that
employees have for the
people they are serving, the
understanding they have of:
Modern Day Customer Service

10. Without exceptional customer
service WE don't really have a
welcome business at all!
Modern Day Customer
Service

11.  96% of dissatisfied customers DO NOT complain
directly.
 But 1 unhappy customer will tell 9 others
 13% will tell at least 20 other people.
Why customer care is so important?

12. End of Session 1

14. TIME
E
x
p
e
c
t
a
t
i
o
n
s
Customers’ expectations keep
rising!
So how should we
respond?
Customer experience attitude
We needs to fly over
those expectations!

15. What customers expect
 Positive consultation/advice from Front Desk
for decision making process
 Meet their queries about specific product &
service promptly
 Respect & empathy while providing service
More friendly behavior & enthusiastic
approach from front executive
Specific Problem Resolution in very first visit
Good quality spare parts with in affordable
price in case of NWR service

16. Respect
Customer experience attitude
Feel
welcome
Timely
service
To be
understood
Feel
comfortable
To receive
help or
assistance
To feel
important

17. Effective Tips for service

18. Great First Impression

19. Skills what do you need…
Three main customer care skills that need to be
displayed when serving the customer…
1. Listening
2. Talking
3. Behaviour

20. Pay attention
Listen for ideas
Take notes
Assess the customer’s emotional state
Assess the customer’s level of expertise
Read between the lines
Listen the “unspoken” service request
Effective Listening Tips…

21. When you please avoid when talking…
 Using jargons/ abbreviations
 Mumbling
 Using negative language
 Arguing
 It’s not my fault
 You’re the fifth today to complain
about that
 Interrupt
 Jump to conclusions

22. When talking…

23. Behavior aspect…
 Perdition
 Observations
 Don’t take personally
 Focus on interests not positions
 Perceptions can blur your vision
 Do feelings have to do with this

24. Some simple (but not easy) principles of dealing
with difficult behavior:
 Don’t react.
 Deal with feelings.
 Attack the problem, not the person.
 Practice direct communication.
 Look past positions to the underlying
interests.
 Focus on the future.

25. Competency:
Know your products.
Know the SOPs / policies.
Sharpen your saw, keep updated.
Be a team player.
Know your SWOT & act accordingly.
Always enrich it….

26. Excellent Customer Service

27. The Relationship Economy

28. End of Session 2

30. Motivational video…

31. How to approach with Customer…
 First address the customer as ‘Sir’ and if possible use his
name.
 Listen carefully what customer want to say. If necessary
enlist all problems in a paper.
 Repeat all listed complains to customer.
 Check for any physical damage made by customer on to
the- charging port , headphone port, display, SIM tray,
buttons of keypad, upper or lower shell.

32. How to approach with Customer…
 If any damage found, inform it to customer and enlist
these in the SO form.
 Fill customer name, contact number, address, IMEI
number , purchase date and put tick on warranty check
box.
 Write down the problem codes or mention all problems
in detail in the SO form.
 Put tick on ‘ATTACHMENT’ box.

33. How to approach with Customer…
 Put off the MMC card and SIM card and give
these back to customer.
 Inform customer about what accessories you are
taking from customer.
 Finally, take the warranty card from customer.

34. Dress up…
Clean Shaved
Clean full sleeve shirt & decent trouser with black shoe
(for men)/ Sharri or Selowar & kamiz ( for women)
ID Card
Name Plate (not ready yet)

35. Team Work…

36. End of Session 3

37. Have You Any Question