WELCOMETRAINING ON CUSTOMER CAREHELD ON 16-10-2011

- A REFRESHER

PLEASE REWIND :

THIS IS INTENDED TO BE A REFRESHER TO THE EMPLOYEES SO

AS TO HELP THEM IN KEEPING IN MIND THE FUNDAMENTAL PRINCIPLES TO BE FOLLOWED WHILE INTERACTING SO THAT THEY CAN CONTRIBUTE TO A POSITIVE CLIMATE.

– Compiled by HR DEPT for the benefit of employees

of Thomson group

TEN COMMANDMENTS FOR HEALTHY WORKING

I - The most damaging one letter word - AVOID ITWE – The most satisfying two letter word – USE ITEGO – The most poisonous three letter word – KILL ITLOVE – The most used four letter word – LOVE ITSMILE – The most pleasing five letter word – USE ITRUMOUR – The fast spreading six letter word – IGNORE IT.SUCCESS – The most envious seven letter word – ACHIEVE ITJEALOUSY – The most dangerous eight letter word –

DISTANCE ITKNOWLEDGE – The most powerful nine letter word –

ACQUIRE ITCONFIDENCE – The most essential ten letter word –

DEVELOP IT

DO’s and DON’T’s in CUSTOMER CARE

Always greet customers by wishing Good Morning Sir/Madam / Good Afternoon/Good Evening Thomson Group with a smile.

While dealing customers , please avoid all personal mobile calls. If any official call is waiting , please tell the customer, Excuse me Sir/Madam and deal with the call and comeback to the customer without delay.

Please use the term “ Just a Minute or two” and not use “ Just a second”

Always collect the details of the customer who makes an enquiry in a polite and pleasing manner and note them down before forwarding to the concerned executive.

Please forward all enquiries to relevant staff with details .

Please attend all calls , if executive is not in place. Never leave a call unattended.

While the customer is leaving wish him by saying ThankYou sir , Have a nice day

Before ending the telephone call , Please tell Thank you sir , have a nice day

Never show anger and frustration while dealing with customer

Be patient and maintain your composure and smiling face

Develop a good relationship with the customer.Never lose your temper whatever be the

temptation or provocation.If you find it difficult to handle the customer,

request the customer politely to wait and then contact superiors.

Develop empathy and think from the customer’s point of view.

Never use the words to a customer like “I Don’t know”, “I am not the authorized person to help you” etc….

If you find it difficult to answer the queries of customers on phone please collect his number and inform him politely that the executive will be definitely contacting him in his number shortly and thank him for his enquiry.

REMEMBER THE KEY MANTRAS:

Good morning/Afternoon/Evening Sir/Madam

Thanks for visiting/calling Sir/Madam

Thank you Sir/Madam

Will definitely Call Back Sir/Madam

– And the most important MANTRA

SMILE

while dealing with

Customers

Thank You

HR DEPT THOMSON GROUP.

Visit us at www.thomsonhr.blogspot.com