Customer Service Training Programme Welcome to Customer Service Training Programme

“Namaste” Inculcate the culture of Namaste Welcome to Manappuram Family

Namaste Culture As the part of better customer service initiative , all branch staff including House Keeping Staff, Junior Staff, Assistant Branch Heads, and Branch Heads, shall greet all our customers with Namaste when the customers enter the branch, with a slight bow and hands pressed together, palms touching and fingers pointing upwards, thumbs close to the chest.   This way customers feel more valued and welcome to our branches.

How to receive the Customer Greet customer cheerfully, with warmth Introduce yourself Ask “how may I help you?” Give full attention to the customer Be polite and courteous SERVICE need to be a CULTURE to keep our current customers satisfied. CONTINOUSLY practice key principles of customer service

Relationship with Customers Relationships play an important role in retaining our customers and getting new customers through our existing customers. Ensure all customers return from our branches with full satisfaction and delight. House Keeping assistant to serve customers with water

Relationship with Customers Basic courtesy Receive the customer with a pleasant SMILE Greet customer cheerfully, with warmth Establish eye contact with the Customer Introduce yourself Ask “how may I help you” Give full attention to the customer

Relationship with Customers Basic courtesy (contd.) Be polite and courteous If it is a new customer, he should be  taken to the Branch Manager’s cabin Take time to interact with the customer

Relationship with Customers A Positive Image of the Organisation You get ONLY one opportunity First Impression always counts! People make their judgement in the first 30 seconds. Golden Rule – You only have one chance to make a first impression! So make it the Best.

Importance of Customer Service A quote of Mahatma Gandhiji A Customer is the most important visitor in our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing a favour by serving him. He is doing us a favour by giving us an opportunity to do so.

Body Language Posture Stance Open / Close minded Willing / Unwilling Eyes Breathing Voice / Volume

Body Language Body Language for a Positive Result Smile Introduce yourself (if appropriate) or wear a name badge Shake hands if appropriate Lean forward Be aware of cultural differences Be confident

Dealing with Customers How to Listen to Customers Attend the customer Active listening Being available Eye contact Attentive posture Concentration Make the customer feel comfortable Make the customer feel important and valued Use empathy

Dealing with Customers Communication Words / Phrases to Use Yes I assure you I am going to resolve this for you Go ahead ( tell me more) I understand I don’t mind Ok That’s fine

Dealing with Customers Words / Phrases to Avoid No May be/ Possibly/ Probably That’s not my department That’s not my fault It seems to me (guessing) I am busy right now (acting pricy) I will try (not good enough)

Dealing with Customers Words / Phrases to Avoid (Contd.) You should do this (Order/ Threat) Saying ‘I don’t know’ without offering an option Saying you don’t know where a colleague is or saying they’re at Lunch/ Toilet/ Coffee etc. Leaving people on hold for a long time Ignoring people if you’re busy Treating people unequally

Dealing with Customers Written Communication Write clearly and concisely Refer to their letter, date and query Be friendly without being too informal (Dear Aunt writing style) Check your spelling and grammar Make sure you’ve answered their query or request or explained why you can’t Be timely or apologize for any delay in replying

Dealing with Customers Dealing with Customer Complaints There could be various instances where you would have to face an irate customer. The reason could be many. How you deal with them is what makes the difference. Follow these; Label the behaviour, not the customer Listen Don’t get defensive Don’t take it personally

Dealing with Customers Dealing with Customer Complaints (Contd.) Find out what the customer wants Discuss alternatives Take responsibility for what you CAN do Agree on action Never end an interaction with a negative

Dealing with Customers Dealing with difficult customers Customers could be classified into; The Angry Customer The Talkative Customer The ‘know it all’ Customer The Indecisive Customer and The Suspicious Customer Each one needs to be dealt differently

Dealing with Customers Dealing with difficult customers (Contd.) The Angry Customer Listen carefully without interrupting so you understand the problem Empathise in a broad way Stay calm and remain polite Don’t escalate the problem Don’t take it personally, be defensive or blame others Propose an action plan and follow it

Dealing with Customers Dealing with difficult customers (Contd.) The Talkative Customer Ask closed questions Limit the time available for them to interrupt (don’t have long pauses) Provide minimal response Smile and be pleasant, but don’t encourage them Wind up – thank them for coming, walk them to the door but don’t be rude or dismissive

Dealing with Customers Dealing with difficult customers (Contd.) The ‘know it all’ Customer Acknowledge what they say Compliment them on their research Be generous with praise Don’t put them in their place no matter how tempting Don’t try to be smart – you can’t win! Ask them questions and use them to improve your knowledge

Dealing with Customers Dealing with difficult customers (Contd.) The Indecisive Customer Find out what they really want Ask them for the options Reflect back to them what they’ve said Be logical Confirm a plan of action with them Maybe even put it in writing

Dealing with Customers Dealing with difficult customers (Contd.) The Suspicious Customer Establish your credibility Ensure you know your product or service They will try and catch you out so don’t guess or tell them something you’re not sure of Be careful what you say Be polite Don’t take it personally, they don’t trust anyone!

Dealing with Customers Role Play-Dealing Different Customers

Telephone Etiquettes Before you place calls know how to use the phones Speak clearly and slowly Smile (you can hear it in your voice!) Plan your conversation Turn away from other work Have pens, pencils and notepaper handy

Telephone Etiquettes REPORTS TO CALLERS “Mrs. X is on another call, would you like to wait please, or shall I ask her to give you a call back?” “He is away from his desk, may I take a message?” “I’m sorry to keep you waiting.” “Mr. X is in the Finance/HR/IT department, one moment please, I’ll transfer your call.” “I’m sorry, Mrs. X is out of office, may someone else help you?

Telephone Etiquettes DEALING WITH ANGRY CUSTOMERS Remain Listen. Allow the caller to vent Empathize; acknowledge the person’s feelings Apologize when appropriate Be positive Solve / generate solutions to the problem Remain calm and courteous, do not argue. Do not interrupt

Telephone Etiquettes PLACING SOMEONE ON HOLD Make sure that it is for a genuine reason. Ask the caller if he/she would hold, and wait for a response rather than assuming the answer is yes. Never keep a caller on hold for more than a minute When you return to the caller, thank him/her for holding the call

Telephone Etiquettes ANSWERING CALLS FOR OTHERS Identify yourself and the company or person for whom you are answering and say “how may I help you?” Offer assistance in the absence of others and say “he/she is not today, perhaps I can be of assistance.” Do not make commitments on behalf of others. Say “I’ll give him/her your message when he returns.”

Telephone Etiquettes ANSWERING CALLS FOR OTHERS (Contd.) Take accurate legible messages with time, date, reason for call, urgency, the best time to reach them and all other pertinent information.

Telephone Etiquettes CONCLUDING THE CALL End the conversation with an agreement on what is to happen Next. If you are to follow up, do so immediately. Thank the caller for calling/ for his time etc. and invite the caller to call again. Acknowledgement and Feedback: Thank you for choosing Manappuram... Please visit us again…

Telephone Etiquettes Acknowledge the Customer Request the customer to introduce his friends and relatives to us. Collect some references which should be saved in the system for marketing calls later on. Collect Customer Feedback regularly

Customer Service Assessment of the Company Look at the company through the eyes of the customer. What are the first things you would notice? What has the company done to make you feel welcome? Does anything make you feel uncomfortable? How can you feel more at ease? Do you think your gold will be safe with this company?

Customer Service Transaction is taking longer than expected... Apologise to the customer. Offer a cup of tea or coffee while they are waiting. Engage in conversation with the customer so that the customer doesn’t feel ignored. If possible, explain the reason for delay.

Customer Service Cross Selling As We Know Our Customers, We Know their Other Financial Needs. And this Provides us with an Opportunity for Marketing New Financial Products like; Microfinance Insurance Affordable Home Loan Vehicle Finance SME

Customer Service General Etiquettes Use the traditional greeting of “ namaste”, bowing slightly especially if unsure if a handshake is proper for the occasion. The western handshake is also acceptable. The mode of communication should be professional. Use professional titles when addressing your business colleagues whenever you can. The word “NO” has harsh implications in our business, Answer all questions

Customer Service Mobile Etiquettes It is not proper to talk over the phone when important discussion or meeting is in progress If you must have your cell phone on during meetings, switch to a silent ringer and check your messages during breaks. Text message is another quick option Practice good cell phone etiquette by keeping your choice down to a reasonable level

Customer Service Presentation and Manner Personal hygiene Clothing Hair Accessories Body language Surroundings

Customer Service Managing Yourself Positive first impression Be confident & energetic Be professional & Listen to the customer Apologize wherever required. Stay calm and composed at all times. Do NOT respond to anger with anger. Do NOT get emotional. Be punctual . Adhere to the dress code. Always wear official ID.