Customer Care

Management Students of the

Sri Lanka Air Force

Zonal Manager – K K V V L W Karunatilake

MBA,B.Com – SP (Hons),PGD in bank Management(IBSL)
PGD in HRM(PIM), Dip in HRM(IBSL),Visiting Lecturer,Trainer
CUSTOMER CARE …………….?

* A FUNDRMENTAL PRINCIPLE OF MARKETING

IS THAT PROFIT IS MADE FORM
PEOPLE,NOT,PRODUCT

* MARKETING IS ALL THE ACTIVETIES

INVOLVED IN FACILITATING EXCHANGE
BETWEEN PEOPLE IN ORDER TO SATISFY
HUMAN NEEDS AND WANTS

* ALL BUSINESS DECISIONS SHOULD BE

COUSTEMER ORIENTED,VIZ,COUSTEMER
SHOULD BE THE FOCUS OF ALL ACTVITIES
 Introduction to customer care ?

• “Customer care” aims to close the gap between the

customer’s “expectations” and their “experience” in every
aspect.
What is customer care

“I’ll happily spend my hard-earned money

with you and encourage my friends to use

you,if you treat me well & give me
what I want”

Satisfied customers are your

best source of free marketing
 Bad customer care Good customer care

• Unhappy customers • Happy customers

• Less sales • More sales
• Lower profits/losses • Higher profits
• Lower salaries • Better salaries
• Less job satisfaction • Better job prospects
• Higher stress| • Less stress.
• No customer base • Loyal customer base
• Negative image • Better positive image
Customer Care

Why ?

Retaining customer is very profitable

Getting new customer costs five times

It ensure repeat business

Quality relationship with customer Boost employee

morale
 Customer Care is
Everybody’s Business
Human Resource
Marketing
Finance
Production
R&D
Sales department
Premises & security.
Who is your customer?

Why customer service is important?

Who makes our profit?

Its people NOT the product.

Traditional Views of the customer….?

King ?

Emperor ?

God ?

The cornerstone of the Company ?

A person in need ?
Profile of today’s customers
Customer is very much sophisticated and knowledgeable
He has far more choices in terms of product and place
Customers increasingly rate personal touch than
convenience and speed of delivery.
( Their first Name, Title,Date of Birth )
Harder to please.
Smarter
More price conscious & Sensitive
More demanding
Command faster response
Less forgiving
 Customer Care Skills
“If anyone wants to be
successful in anything in
life,they need to enjoy the
work. they should be good at
it,they should be proud
about it, and they should be
passionate about it”
 Skills
1.Interpersonal

2.Selling

3.Drive and Motivation

4.Listening

5.Organizational
 Qualities of a service
provider ?
Many Qualities are desirable in a first class
service provider…?
Some of these qualities, such as, charm and
personality,
Come naturally, but others can be acquired by
good training and the continuous development of
social skills and personal attributes.
A smile of welcome from a charming
attractive, well spoken counter teller
immediately creates a warm , friendly
atmosphere for the often weary, busy
customer.

But acceptable competent,intelligent person is

also needed to ensure all cash transactions
that have to be dealt with everyday in the
counter are carried out smoothly and
efficiently and maintain good relationship.
Teller should enjoy working with the
customers, feel comfortable handing
cash, discreet and trustworthy

Discreet :- wise in avoiding errors or

evils, prudent in conduct, cautious.
 Poise and Deportment
Poise
It is the self discipline that enable you to
appear serenely, dignified when your head is
throbbing, and you are confronted with an
irate customer full of complaints.

Poise is the ability to be friendly yet

businesslike to suggest efficiency and to be
self assured without appearing smug.
Poised person does not walk noisily or
clumsily, slump in a chair,

You should walk with a brisk step which

indicates that you are interested in
your job
You should walk gracefully with good body
line. sit and bend down elegantly.

Remember ,poise and good deportment can be

cultivated and achieving them will give a
sense of well being and an important mental
attitude, for you can never feel boring, if you
are self conscious about your appearance and
movements.
 Personal Appearance and
Hygiene
(Please refer to Code of Conduct)

Hair-Neat well groomed hair cut in a style

that suits the face and personality is much
more pleasing.

What other qualities do you look for in a

dream bank
Teller ?
 Better add the following as well…..
• Integrity Enthusiasm
• Loyalty Good Judgment
• Honesty Motivation
• Dependability Sincerity
• Compassion Competence
• Broad Mindedness Fairness
• Hard-Working Self Directed
• Confidence Good – Self Image
• Responsibility Good - Communicator
• Punctuality Patience
While you can join with less skills and improve
on the job, even the best skills will not take
you far if your attitudes are poor.

But we often forget that attitudes can also

be improved - by better management of your
mind,your Thought Factory.
Remember – skill is not enough, it’s your
ATTITUDES that make the difference – and
as far as improving them is concerned - the
sky is the limit.
Customers do not purchase goods and services……….?

BUT PERCEPTIONS !
PERCEPTION:

SIMPLY HOW WE SEE THINGS IN OUR MIND

NOT BY EYES

PROBLEM IN PERCEPTION IS DIFFERENT PEOPLE

PERCEIVE THE SAME THING IN DIFFERENT WAYS

THE DENGER IN PERCEPTION IS WE COME TO

CONCLUSION WITHOUT ALL INFORMATION