V Types Of Customers

V Modes Of Interaction
V Ways To Handle Them
Ú Web
Ú Telephonic
Ú Face to Face
V The ´Iµ Factor
V What To Manage & How??
V Oggressive & Polite.
V ×oyal Customer: ×oyal to themselves and to
YOU!! (Polite)
V Discount Customers: Cost Cutting
customers.(Polite)
V Impulse Customers: Decision is theirs, variety is
OURS.(Oggressive)
V Need Based Customers: Specific n
comparatively easy to handle.(Oggressive)
V Wandering Customers: Gathering experience
and collecting information.(Polite)
´O×× OF THEM!!µ
^
V Web Based ² E-mails & Queries
V Telephonic ² Questions & Offers
V Face to Face ² Conversations & Deals
V Did the customer understand emotions
of my message?
V Was my English good & correct?
V Customer is more directed towards
pointing mistakes and ultimately looses
track.
V Web Based:
Ú ½
  - Clear, concise and professional
statement of what the email is about.
Ú Õ  
  - O snapshot of everything
important the reader needs to know, then the detail
for those who will delve more deeply, and then
summarize what, if any, action is requested.
Ú „     - Include who the target
person is, what the issue/service/alert is, and what
action is being requested and by when.
Ú O  - If this is a service, alert or
information message, make sure to acknowledge
that if it is coming from team or service agency.
Ú ë 
   - Why do they need to know this?
What's in it for them? Why should they take the steps we
recommend?
Ú ×  - O link may be preferred to a large attachment.
Ú   - Use white space to set off key pieces of
content. Consider avoiding styled text in email. Ovoid
repeating email headers in the body of the email. In
addition, don't forget to check your spelling,
punctuation and grammar check.
Ú ©  - ´K.H.T. Motors, Olways To Serve You The
ë ½µ.
Ú ½  ë - Email going to broad customer groups
must close with some kind of signature block that clearly
identifies the sender, the department name and
contact information. Do not forget ´Warm
Regards/Sincerelyµ
V Pushes Oway Before Entering.
V Can We Turn Them Either Way?

92% of consumers
form their image of
a company based
on their experience
using their call
centers; live
operators and voice
automation.
V Telephonic:
Ú Scheduled
Ú Unscheduled
V Scheduled: Offers & Reverting Back.
Ú Take a look at watch.
Ú Make yourself comfortable & be dedicated.
Ú What·s the agenda?
Ú No chewing gum/sore throat.
Ú Ready notepad & pen.
Ú O gentle smile at your end can be easily sensed by
customer.
Ú Greet and introduce in a very clear & pleasing way.
Ú Specify the purpose.
Ú 2 results: Occeptance or Denial.
Ú Clarify their & your doubts.
Ú End in a ´Good Dayµ way.
V Unscheduled: Queries & Complaints.
Ú Receive in not more than 3 rings.
Ú On introduction of yourself with ´Helpingµ
quote will do.
Ú Silent & ×isten, meanwhile build a rapport.
Ú Focus on problem. Resolve if it is in your
reach, else provide a complaint/query
number.
Ú Provide your name for further assistance.
Ú  
´Whatever YOU do, Do
not WOSTE their TIME &
your TIME!!µ
V Did ´Iµ do it?
V ´What a customer?/!µ The difference
within.

Õ
V What is Communication? - Sending and
receiving messages that enables
humans to share knowledge, attitudes,
and skills. It is carried out between
individuals using medium & mode.
V Face to Face:
Ú Non-verbal Communication ² You are being
watched & so being observed.
Ú Verbal ² You are being quoted for your
words.
V Non-verbal Communication:
Ú Facial expressions
Ú Eye contact
Ú Tone of voice
Ú Body posture and motions
Ú Positioning within groups
V Occording to the social anthropologist,
Edward T. Hall, in a normal conversation
between two persons, less than 35% of the
social meanings is actually transmitted by
words. So, at least 65% of it is conveyed
through the body (non-verbal channel).
V Brisk, erect walk V Confidence
V Standing with hands V Readiness, aggression
on hips
V Sitting with legs V Boredom
crossed, foot kicking
slightly
V Sitting, legs apart V Open, relaxed
V Orms crossed on V Defensiveness
chest
V Walking with hands V Dejection
in pockets, shoulders
hunched
V Hand to cheek V Evaluation, thinking
V Touching, slightly V Rejection, doubt,
rubbing nose lying
V Rubbing the eye V Doubt, disbelief
V Hands clasped V Onger, frustration,
behind back apprehension
V ×ocked ankles V Opprehension
V Head resting in V Boredom
hand, eyes
downcast
V Rubbing hands V Onticipation
V The Self-respect.
V Who am ´Iµ and what am ´Iµ doing?
Ú The answer says, ´I am ME who lives in a
world created by ME!!µ
Ú The answer says, ´You are an individual who
is aiming continuously to strive forward in an
ethical way.µ
V The question comes:
Ú What is this ´WOR×Dµ I created?
Ú Forward in ethical way?? How do I do that??
V Childhood·s gone & we enjoyed it.
V ×et·s be professional.
V Talk business, profit & future.
V Oim high. Sky is not the limit.

Ô


½

  ›
›

  


V Forward in ethical way?? How do I do
that??
Ú Remember: We never enjoyed flicking a candy
unless our mind claimed it pleasing.
Ú Control your mind. Follow meditation technique
5 min a day.
Ú Watch your actions and be aware of
consequences.
Ú Ovoid conspiracies & back biting.
Ú Odhere to organizational ´Bibleµ.
Ú Justify your deeds to yourself before going to
bed.
V You need to manage on:
Ú Manners.
Ú ×istening ability.
Ú Focusing ability.
Ú Self-worth.
Ú Communication skills.
Ú Time management.
Ú Conflict/Politics management.
Ú Onger.
 V 


V Manners: Observe the activities that

make your customer happy and follow
them. It includes greeting, welcoming,
respect for customer, pleasing them etc.


 

 

 

  
 ×

 

 

V ×istening abilities: Be calm and try to

understand what is the need of
customer. Fulfill their need is all they
want.
ë



   

  

 
  


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 V


V Focusing ability: The way you focus for

your aim, like that a little bit of time from
your working hours for your customer·s
need can take you closer to your aim.

‰ 

  

  
 

 

 V 

V Self-worth: O simple rule states all, ´Give

respect and take respect.µ Realize your
value in organization and work sincerely
to improve it. Be transparent with
organization. Dress, speak and behave
as a GENT×EMON.
o
 



ë


 
  
 !!"
 V 


V Communication skills: ´Octions speak

louder than wordsµ & ´O pen is mightier
than swordµ & ´Words spoken by you
can never return.µ Even a joke has a
hidden reality. News papers, news
readers and mirror practice is best
method.
o

  

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V Time management: O person whose life
is saved by a fraction of second can
better explain you this. Though often
said, ´Time & Tide wait for none.
Ú Precise note of time.
Ú Multi tasking abilities.
Ú Just in time.
Ú Occount of useful & creative work time Vs.
leisure hours.
o


 



 

%‰
   &^"
V Conflict/Politics management: On Ô


integral part of any organization. Be

transparent. Carry a signature of your
work style. Be professional & not
personal. Ego & bitter attitude are
praised among aliens.

o !!
 
 '
#

 
!!"
V Onger management:
 
 V 
Ú Meditation holds the key.
Ú Be a silent listener.
Ú Have patience.

o ( 






 


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   #   



 
 


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!!"
Ú Think of your boyfriend/girlfriend/spouse
perhaps your crush in office and you·ll smile
naturally.
Ú Ghandhi Jee·s 3 monkey.
Ú Spend as little time with your anger, may be
a 5 min walk will do.
Ú Occept your mistakes & learn from then.
Ú Bitter experiences form good memories.
Question Time!!
Thank You!!
^