WHO IS CUSTOMER?
CUSTOMER IS THE ONE WHO
BUYS GOODS OR SERVICES
FROM US.
CUSTOMER IS THE END
CONSUMER OF PRODUCTS.
WHY CUSTOMER RELATION?
TO GAIN AND TO RETAIN
CUSTOMERS.
TO ATTRACT AND KEEP
LOYAL BASE OF CUSTOMERS.
MAHATMA‘S DICTUM
“ A CUSTOMER IS THE MOST IMPORTANT VISITOR
ON OUR PREMISES. HE IS NOT DEPENDENT ON US;
WE ARE DEPENDENT ON HIM. HE IS NOT AN
INTERRUPTION ON OUR WORK; HE IS THE PURPOSE
OF IT. HE IS NOT AN OUTSIDER ON OUR BUSINESS;
HE IS A PART OF IT. WE ARE NOT DOING HIM A
FAVOUR BY SERVING HIM; HE IS DOING US A
FAVOUR BY GIVING US AN OPPORTUNITY TO DO SO
”
Customers of KPTCL
1. Bangalore Electricity Supply Company
2. Mangalore Electricity Supply Company
3. Hubli Electricity Supply Company
4. Gulbarga Electricity Supply Company
5. Chamundeshwari Electricity Supply Corporation
YOUR CUSTOMERS
INTERNAL EXTERNAL
1. SUPERIOR OFFICERS / OFFICIALS 1. ELECTRICITY CUSTOMER
2. COLLEAGUES 2. BESCOM
3. SUBORDINATE STAFF 3. MESCOM
4. COLLEAGUES OF OTHER 4. HESCOM
DEPARTMENTS / SECTIONS 5. GESCOM
5. CONTRACTORS / AGENCIES 6. CESC
CUSTOMER RELATION
• OBJECTIVES
a) UNDERSTAND TO CREATE POSITIVE RESPONSE TO CUSTOMERS.
b) CREATE BETTER COMMUNICATION FOR ENHANCED CUSTOMER
SATISFACTION.
c) CREATE A FEELING THAT THE COMPANY IS CUSTOMER FRIENDLY
CUSTOMER SERVICE – DUTIES
OF ESCOMS
QUALITY POWER SUPPLY.
AFFORDABLE TARIFF.
AVAILABILITY – 24 HOURS / 365 DAYS.
PROPER METERING / METER READING / BILLING.
PROPER RESPONSE.
CUSTOMER FRIENDLY EMPLOYEES.
SAFETY.
OUR ROLE :
• 1. MY ORGANIZATION:
-- TO PERFORM WORK EFFICIENTLY AND HONESTLY TO GET GOOD
NAME AND GOOD REVENUE INCOME TO THE ORGANIZATION.
• 2. MY INTERNAL CUSTOMERS:
-- KEEPING IN VIEW THE OBJECTIVES / MISSION OF THE ORGANIZATION
WORKS TO BE PERFORMED WITH COOPERATION AND ASSISTING THE
OFFICERS AND COLLEAGUES.
OUR ROLE :…
3. MY EXTERNAL CUSTOMERS:
-- CUSTOMERS ARE PAYING FOR THE SERVICES.
I SHOULD TREAT THE ORGANIZATION AS MY HOME AND SERVE
THE CUSTOMERS WITH FULL SATISFACTION
CUSTOMER REQUIREMENT:
PHYSICAL MENTAL
1. UNINTERRUPTED POWER SUPPLY 1. CARE
2. DESIRED VOLTAGE 2. PROPER RESPONSE
3. PROPER TARIFF 3. IDENTIFICATION
4. AFFORDABLE COST 4. POLITENESS
5. EASY PAYMENT OPTIONS 5. PRIORITY /RESPECT,
FRIENDLY ATTITUDE
RESULTS OF DEFICIENCY IN
CUSTOMER SERVICE
• REDUCTION IN FAITH
• CREATES ANGER
• DISAPPOINTMENT
• FALL IN COMPANY‘S IMAGE
• REDUCED RESPECT TO THE EMPLOYEES
• FALL IN REVENUE INCOME
METHODS OF SATISFYING THE
CUSTOMERS:-
• LISTEN TO CUSTOMER AND COMMENCE REACTION POLITELY.
• UNDERSTAND CUSTOMER NEEDS FULLY.
• ATTEND CUSTOMER NEEDS IMMEDIATELY.
• USE MINIMUM CUSTOMER‘S TIME – DON‘T WASTE THEIR TIME.
• TELL CUSTOMERS WORKING PATTERN CLEARLY.
• THINK AS IF YOU ARE THE CUSTOMER AND THEN ATTEND TO WORK
IMPORTANCE OF
COMMUNICATION
RESEARCHERS HAVE DISCOVERED THE THREE COMPONENTS OF
SUCCESSFUL COMMUNICATION
• WORDS / LANGUAGE
• TONE OF VOICE
• GESTURES AND BODY LANGUAGE
COMMUNICATION AT OFFICE
• CONSIDER ALL OFFICE INFORMATION ‘CONFIDENTIAL’
• SOCIAL INTERACTION IN THE OFFICE SHOULD BE KEPT AT A
MINIMUM.
• - Dating & flirting is not recommended
• USE DISCRETION WHEN INTERRUPTING OTHERS
• - Don’t Interrupt Those on the Phone or in
Meetings with Others
PERSONAL TASKS
• DO NOT SEND PERSONAL E- MAILS
• COMPUTERS ARE NOT FOR PERSONAL USE.
• FRIENDS AND FAMILY MEMBERS SHOULDN’T CALL YOU AT WORK.
• KEEP YOUR CELL PHONE OFF(PERSONAL NOT OFFICIAL ! )
• PERSONAL PHONE CALLS SHOULD NOT BE MADE
WHAT TO DO FOR IMPROVED
SERVICE?
• CHANGE YOUR STAND AND ATTITUDE.
• FIND OUT INNOVATIVE IDEAS FOR YOUR OWN BETTERMENT AND
FOR THE GROWTH OF ORGANIZATION.
• IMPLEMENT WHAT HAS BEEN TOLD ON CUSTOMER RELATION.
ACTIONS:-
• BE FIRM.
• FOLLOW DEFINED SET MEASURES / STANDARDS.
• ACHIEVE WHAT IS MEANT.
• FOLLOW TIME FRAME.
ACTIONS:-
• All employees need to include the importance of
“ Sense of Ownership”. When you feel that the
Company/Organization is yours, you tend to do well.
• Employees behavior plays a significant role here.
Behavioral training is necessary for all men and
officers. It is better to undergo some relaxing
techniques to remain cool always especially under
adverse situations.
ACTIONS:-
• Involve customers in your day to day activity. Invite
them to the functions at your office. Send greeting
during festivals.
• Invite more customers for monthly meetings. Go to
their meetings also(Gram Panchayat, Taluk Panchayat
etc)
TYPES OF CUSTOMERS:-
• ANGRY CUSTOMER.
• UNHAPPY CUSTOMER.
• COMMERCIAL MIND CUSTOMER.
• HURRIED CUSTOMER.
• INFLUENTIAL CUSTOMER.
• COMPLAINT CUSTOMER.
• STEADY CUSTOMER
DEALING WITH ANGRY
CUSTOMER:-
• SMILE TO THEM AND OFFER SEAT.
• LISTEN ANGRY CUSTOMER WITH PATIENCE.
• EXPLAIN THE REASONS WITH A PARDON NATURE.
• GIVE PROPER ATTENTION.
• PROPER REACTION
DEALING UNHAPPY CUSTOMER:-
• SMILE TO THEM AND OFFER SEAT.
• GIVE PROPER ATTENTION TO HIM / HER.
• UNDERSTAND HIS / HER PROBLEM.
• GIVE SOLUTION IMMEDIATELY.
• REACT WELL.
DEALING WITH COMMERCIAL
MIND CUSTOMER
• SMILE TO THEM AND OFFER SEAT.
• LISTEN WITH CARE
• RESTRICT CONVERSATIONS AND FACE TO HIM / HER.
• GIVE PROPER REMEDY.
• PROPER REACTION
DEALING HURRIED CUSTOMER:-
• SMILE TO THEM AND OFFER SEAT
• LISTEN CAREFULLY.
• MIND YOUR CONVERSATION.
• IMMEDIATE REMEDY.
• PROPER REACTION
DEALING INFLUENTIAL
CUSTOMER:-
• SMILE TO THEM AND OFFER SEAT.
• RESPOND WELL.
• STAND OR SIT NEXT TO THEM TO GIVE ATMOSPHERE OF ACCEPTANCE
• TALK CLOSELY WITH THEM.
• REDRESS THEIR PROBLEM.
• PROPER REACTION
DEALING COMPLAINT
CUSTOMER
• SMILE TO THEM AND OFFER SEAT.
• DO NOT GET TOO CLOSER OR TOUCH THEM.
• SIT OR STAND ACROSS THEM WHERE THEY CAN SEE YOU.
• MAINTAIN DIRECT EYE CONTACT AND USE LITTLE HAND GESTURE.
• GIVE IMPRESSION OF NOT AVOIDING THEM.
DEALING STEADY CUSTOMER:-
• SMILE TO THEM AND OFFER SEAT.
• FACILITATE CALM ATMOSPHERE.
• DO NOT STAND TOO CLOSE TO THEM.
• DO NOT RUSH WITH YOUR ACTIONS.
• APPEAR RELAXED.
• ACTION SHOULD BE WELL PACED AND THOUGHTFUL
By: Er SUNANDA V,
Asst. Exe Engineer (Ele),
HRD Centre, Hoody.
9449596791
