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_i Aby‡iva ‡kvbv I †evSv (Listen and understand the request)
• cÖwZwµqv nIqv / ejv (Respond/Speak)
Nice !!
উত্তরমুছুনprof.amed.thm@gmail.com
www.ithm.com.bd