2. Customer Service Training Programme
Welcome to
Customer Service Training Programme

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

4. 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.

5. 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

6. 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

7. 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

8. 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

9. 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.

10. 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.

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

12. 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

13. 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

14. 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

15. 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)

16. 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

17. 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

18. 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

19. 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

20. 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

21. 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

22. 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

23. 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

24. 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

25. 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!

26. Dealing with Customers
Role Play-Dealing Different Customers

27. 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

28. 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?

29. 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

30. 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

31. 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.”

32. 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.

33. 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…

34. 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

35. 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?

36. 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.

37. 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

38. 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

39. 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

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

41. 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.