Effective Customer Service

Kvógvi mvwf©m (Customer Service) t

MÖvnK †mev n‡”Q GKwU cÖwZôvb Zvi Mªvn‡Ki wK ai‡Yi cÖZ¨vkvi m¤§yLxb nq Ges Zvi mš‘wói Rb¨ wK Dc¯’vcb K‡i|

Kvógvi (Customer) ej‡Z Avgiv wK eywS?

‡µZv n‡”Qb Ggb GKRb g~j¨evb e¨w³ whwb Avgv‡`i Dci wbf©ikxj bq, Avgiv Dbvi Dci wbf©ikxj Ges whwb Dbvi Pvwn`v Avgv‡`i Kv‡Q wb‡q Av‡mb| GUv Avgv‡`i `vwqZ¡ `yBc‡¶iB jvfRbK †mev cÖ`vb Kiv|

Kvógvi wK Γq K‡ib (What Customer buy)? t

‡µZv /MÖvnK ïayB `ªe¨ ev †mev Γq K‡ib bv, Zviv Γq K‡ib GK †MvQv mš‘wó|

‡µZvi cÖZ¨vkv¸‡jv (Expectations of guests) wK wK?

‡Î“Zvi  cÖZ¨vkv¸‡jv n‡”Q-

1| gvbm¤§Z `ªe¨ (Quality of product)

2| UvKvi gvb (Value for money)

3| gvbm¤§Z †mev (Quality service)

4| Avivg`vqK cvwicvwk¦©K (Comfortable surroundings)

5| wbivc` I cwi¯‹vi-cwi”QbœZvi gvb (Safe and hygiene standards)

MÖvnK †mevi 9wU cÖeYZv (9 trends of customer service) t

1| ‡m Pvq mewKQ~ G¶zwY

2| †m Pvq wb‡R‡K we‡kl wKQy Dcjwã Ki‡Z

3| †m Pvq Zvi UvKvi wbw`ó g~j¨

4| †m Pvq mewKQy wbwðZfv‡e

5| †m Zvi Rxeb‡K mnR Ki‡Z Pvq

6| †m Pvq †KD Zvi mv‡_ K_v ejyK

7| †m Pvq Zvi Amš‘wói K_v `„pfv‡e ej‡Z

8| †m Pvq Rvb‡Z I Rvbv‡Z

9| †m Pvq MÖn i¶v Ki‡Z

‡Kb MÖvnK †Q‡o hvq ev ¯’vb Z¨vM K‡i (Why Customer Quit)

mKj cÖwZôvb wU‡K _v‡K gvby‡li B”Qvi Dci, Ges gvbyl hw` mš‘ó bv nq, Zvi envj ev wU‡K _vKvi wbðqZv †bB| †h me Kvi‡Y MÖvnK GKwU cÖwZôvb †Q‡o P‡j hvq Zv n‡jvt

1%  g„Zz¨ (Die)

3%  Ab¨ †Kv_vq P‡j hvq (Move away)

5%  Ab¨vb¨ eÜz‡`i Rb¨ (Other friends)

9%  cÖwZ‡hvwMZvg~jK Kvi‡Y (Competitive reasons)

14% c‡Y¨i Amš‘wói Kvi‡Y (Product dissatisfaction)

68%  Kg©Pvixi AvPiY ev D`vmxbZvi Rb¨ (The attitude or indifference an employee)

ewjô MÖvnK †mev MV‡b Dcv`vbmg~n (Components for Strong customer service base) t

·        †KŠkj- †mevi cwiKíbv

·        wbe©vnx †bZ…Z¡

·        fv‡jv cÖwkw¶Z I DØy× m¤§yL mvwii e¨w³

·        cY¨ I †mevi QK

·        Dcv`vbf~Z Askmgyn

·        Kvh©Kifv‡e cwigv‡ci †KŠkj.

gvbm¤§Z MÖvnK †mev MV‡b ‡gŠwjK c`‡¶cmg~n (Basic steps to quality customer service base) t

·        ev¯—e g‡bvfve wb‡q †hvMv‡hvM

·        MÖvn‡Ki cÖK…Z Pvwn`v Ly‡uR †ei Kiv

·        MÖvn‡Ki mš‘wói cÖZ¨vwkZ †mev †`Iqv

·        MÖvnK †hb Avevi wd‡i Av‡m Zvi P~ovš— cÖZ¨vkv wb‡q Zvi wbðqZv weavb Kiv

fv‡jv MÖvnK †mevi  c`‡¶c (Steps to Good Customer Service)

• AwZw_‡K m¤¢vlY Kiv (Greet the guest)

• AwZw_i Aby‡iva ‡kvbv I †evSv (Listen and understand the request)

• cÖwZwµqv nIqv / ejv (Respond/Speak)