1. Customer care

2. Customer is important… Why ? “You may have number of products. but, there should be some one to buy. Otherwise it is of no use” “You may have number of products. but, there should be some one to buy. Otherwise it is of no use”

3. Customer is KING.. Awareness today.. Thanks to media. Awareness today.. Thanks to media. Wide Range of products.. Wide Range of products.. Competition Competition Better quality Better quality Question a lot Question a lot Tell about Bad to Ten - but good to none ! Tell about Bad to Ten - but good to none !

4. Branch Post Office – Name of Village served by BO Family Scho ol College Students Farmer Worker Dairy, Industry Who is your customer 5/20/2015Use Pin Code4 NREGA payments …….Accounts Panchayat, Block Office Family of Migrant Worker Receive MO BPM as a Business Manager – Products and Services of Indiapost Financial Services

5. 5/20/2015Use Pin Code5 1 x 1 = 1 1 x 2 = ? 1 x 3 = ? 1 x 4 = ? 1 x 5 = ? Can you multiply these? 1 customer x five services = Five customers for the BO Shri Shyam -NREGA wage Earner – One Customer for the post office Shri ShyamX Payment of NREGA Wages Shri ShyamX Payment of NREGA Wages, RD deposit of Rs 10/- per month, Shri ShyamX Payment of NREGA Wages, RD deposit of Rs 10/- per month, Rs 1000/- Time Deposit for one year, Shri ShyamX Payment of NREGA Wages, Rural Postal Life Micro Insurance for Rs 10,000/- Shri ShyamX Payment of NREGA Wages, SB A/c holder BPM as a Business Manager – Multiplying customers of the Post Office

6. Customers’ expectation: Information's in simple way. Information's in simple way. Help from the staff Help from the staff Advantages / benefits related to products Advantages / benefits related to products Good Service. Good Service. Facilities Facilities

7. Why do customers quit ? 1% Die 1% Die 3% Move away 3% Move away 5% Form other friendship 5% Form other friendship 9% For competitive reasons 9% For competitive reasons 14% Due to product dissatisfaction 14% Due to product dissatisfaction 68% due to indifferent attitude by the staff towards customers. 68% due to indifferent attitude by the staff towards customers.

8. Thumb Rule.. Rule 1: Customer is always right. Rule 1: Customer is always right. Rule 2: If Customer is ever wrong, Rule 2: If Customer is ever wrong, Reread Rule 1 Reread Rule 1

9. Customer dissatisfaction.. When customer’s expectations are not met When customer’s expectations are not met

10. What does an unhappy customer do? Suffers in silence Suffers in silence Switches to the competitor in silence Switches to the competitor in silence Tells friends and neighbors Tells friends and neighbors Talks to third parties like Press, lawyers.. Talks to third parties like Press, lawyers.. Talks to the Company Talks to the Company Whom do you feel the best ? Whom do you feel the best ?

11. Nice customer.. Please read the passage given to you.. Please read the passage given to you.. Guess who I am… Guess who I am… I am the customer who never comes back! I am the customer who never comes back!

12. Customer Satisfaction.. When customer’s expectations are met When customer’s expectations are met

13. When Customer’s expectations are exceeded When Customer’s expectations are exceeded

14. Customer delight. our approach Without customers, post office has no existence Without customers, post office has no existence Genuine and not superficial respect for our customers Genuine and not superficial respect for our customers Be close to the customers Be close to the customers Listen to the customers Listen to the customers Delight the customers by providing services which exceed their expectations Delight the customers by providing services which exceed their expectations

15. Dealing with difficult customers.. Don’t return anger to anger Don’t return anger to anger Take control- assert yourself Take control- assert yourself Never promise what can’t deliver Never promise what can’t deliver Let them vent their anger Let them vent their anger Show concern and sympathy Show concern and sympathy Apologize, even if it is not your fault Apologize, even if it is not your fault Offer solution Offer solution

16. Golden rules for listening.. Put yourself in customer’s shoes Put yourself in customer’s shoes Stop the chatter inside your head Stop the chatter inside your head Concentrate on what is being said Concentrate on what is being said Show that you are listening Show that you are listening Check details if you are in doubt Check details if you are in doubt Be aware of what is being missed by customer Be aware of what is being missed by customer Write down the details.. Write down the details..

17. Dealing with invisible customer.. Listen carefully Listen carefully Show you are listening Show you are listening Avoid interruptions Avoid interruptions Ask clear questions Ask clear questions Find the problem Find the problem Be polite Be polite Use positive language Use positive language Smile Smile You can tell when some one is smiling even if you can’t see them ! You can tell when some one is smiling even if you can’t see them !

18. We are in business… Key to success Friendly approach..process Friendly approach..process Employees commitment to customer satisfaction Employees commitment to customer satisfaction Keep short term & long term satisfaction Keep short term & long term satisfaction

19. Thank you..