Customer Care Training Module 1

Training All Staff

Customer Care Module 1
Competence and Confidence
Building
Concept
Customer Care Module 1
Objectives
To understand and successfully apply a
customer approach to day to day activities.
Customer Care Module 1
Training Behaviors
No smoking in classroom
Respect time schedules
Switch off mobile phones
Respect your colleagues and their contributions
Ask questions if something is unclear
Enjoy exercise activities during the day
Customer Care Module 1
Who is a customer
1
Why the customer is important
2

Why we lose a customer

3
What customers want
4
Attitude for good customer service
5
Components of good customer service
6
Contents
1 3 4 5 6 2
Customer Care Module 1
Customers
put their own
order together*
Customers
pay in cash*
Customers carry
the goods away
in their own vehicles*
CASH & CARRY
Our concept
1
Customer Care Module 1
BRAINSTORMING
Who is a customer?
1
Customer Care Module 1
Food professionals are our Core Customers
MAKRO Customers
HoReCa Traders End Users
Who is our customer?
1
Customer Care Module 1
Group Activity

2
Customer Care Module 1
2
To be the
First Choice Where
Professional Customers
Want To Do Business.
VISION
Customer Care Module 1
2
Makro is a Cash and Carry Wholesaler
selling quality Food and Non Food
products providing the best buying
conditions and solutions for our
professional customers
MISSION
Customer Care Module 1
BRAINSTORMING
Why is the customer
important?
2
Customer Care Module 1
2
Why is the customer important?
Each employee has to
understand that:
The customer is the most important person
whether in-store or over the phone
We need the customer more than the
customer needs us
The customer is not an intruder, s/he does
not interrupt our job, s/he is our goal
We do not do a favor to our customer
because we serve her/ him
The customer is a person who has needs
and expectations
It is our job to satisfy and realize them.
Customer Care Module 1
1% Die
3% Move away
4% Just naturally float
5% Change on friends advice
9% Can buy cheaper elsewhere
10% Chronic complainers
68% Go elsewhere because the people they
deal with are indifferent to their needs.

Why customers are lost?
3
Customer Care Module 1
BRAINSTORMING
What do customers want?
4
Customer Care Module 1
The customers decision to shop at Makro is based
on a number of expectations:
Price
Product range
Quality assurance
Packaging
Availability
Service
4
Customer Care Module 1
INDIVIDUAL SESSION
Rank the 6 main
expectations per
customer category.
Exercise A Expectations Ranking
4
Customer Care Module 1
In order of priority for each customer type
The solution can change because of the different product categories ( Food, Non-Food, Fresh).
Customer categories have the same expectations but in a different order of priority.
HoReCa Trader End Consumer
Price Price Quality Assurance
2 2 2
Service Packaging Service
3 3 3
Quality Assurance Service Price
4 4 4
Packaging Quality Assurance Packaging
5 5 5
Availability Right product range Right product range
6 6 6
Right product range Availability Availability
1 1 1
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Exercise A Solution: Expectations
4
Customer Care Module 1
Reliability

Personal Service

Efficiency

4
Customers value 3 things
Customer Care Module 1
4
Service Values
MAKRO Customers
Reliability Personal Service Efficiency
Reliable Knowledge Individual Courteous Response
Direct
Comms.
Customer Care Module 1
Treat your Customer like a
guest in your home.
4
Customer Care Module 1
What Customer Wants?
Customer Care
Manners
Customer Care Module 1
What Customer Wants?
Customer Care
Customer Care Module 1
Customer Care
Customer Care Module 1

The cost of attracting a new customer is
SEVEN TIMES
as much as
keeping a current one.
5
The Cost Of Losing A Customer
Customer Care Module 1
Video Clip on Customer Service Attitude
5
Attitude for good customer service
Customer Care Module 1
DISCUSSION
Estimate as a percentage,
the relative impact of your
voice, words, and behavior
when you communicate?
5
Customer Care Module 1
5
Impact of verbal and non-verbal communication
The words
7%
The voice
38%
The behavior
55%
PEANUTS 2003, United Feature Syndicate, Inc.
5
Customer Care Module 1
Customer attitude The welcoming behavior
Appearance Dress professionally

Behavior Be friendly, confident and dynamic

Gesture Give a business-like greeting

Voice Speak confidently

Language Communicate clearly

Face Smile and establish eye contact

5 5
Customer Care Module 1
Lets customer know
that you are interested,
receptive, and attentive
to what the customer is
saying.

Be careful not to
STARE as that then
becomes aggressive!
5
Good eye contact
Customer Care Module 1
Be careful not to let the
stresses of the day
gather on your brow.

A relaxed, pleasant
facial expression is the
ideal most of the time.
5
Facial Expression
Customer Care Module 1
Take the Right Steps
Acknowledge
Clarify
Meet/Exceed
Confirm
6
Components of good customer service
Customer Care Module 1
ACKNOWLEDGE the customer.
CLARIFY the situation.
MEET or EXCEED the need.
CONFIRM satisfaction.


6
The Service Steps
Customer Care Module 1
6
Acknowledge Rule of 4/20
20 first centimeters
of face
Secondly, the customer sees my (more precisely)
eyes
smile
facial expressions

20 first words
The customer speaks and listens to my
language
voice
delivery

20 first seconds
I have to
introduce myself
show that we can help them
show that we can satisfy them.

20 first steps
At first, my customer sees my
comportment
attitude
friendly appearance

4
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Customer Care Module 1
Ask questions to determine needs

Listen carefully

Provide appropriate information

Summarize to check understanding

6
Clarify
Customer Care Module 1
If routine, act promptly

If not routine, agree on a
clear course of action.

Take opportunities to
exceed expectations.
6
Meet or exceed the needs
Customer Care Module 1
Ask questions to check for satisfaction

Commit to follow-through, if appropriate

Thank the customer

6
Confirm
Customer Care Module 1
Acknowledge
Clarify
Meet/Exceed
Confirm
6
Take the right steps!
Customer Care Module 1
Evaluation/ Knowledge Review
Please fill in the
two forms
Knowledge Review
Evaluation Form.
Customer Care Module 1
Contact
Makro-Habib Pakistan Limited
Copyright
All rights reserved. Without limiting the rights under copyright reserved in the training concept and the training materials such as presentations, handouts etc.
(collectively the Training Material), no part of the Training Material may be reproduced, stored in a retrieval system or transmitted in any form or by any means,
electronic, mechanical, photocopying, recording or otherwise without the prior consent of Makro-Habib Pakistan Limited

Training Department
5-B/III
Gulberg III
Lahore 54660


For information:
habibkhan@makropakistan.com
Habib Khan
Training Manager