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Customer Handling

This document discusses customer handling, including defining customer handling skills, the importance of customer handling, customer needs, service competencies, attitude checklist, factors affecting quality of service, and types of difficult customers. Customer handling skills involve understanding customer needs, fulfilling requirements, regular interaction, and exceeding expectations. The importance of customer handling includes customer retention, remaining top of mind, increasing loyalty, improving business, and positive word of mouth.

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Pierre Anthony D. Joven
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248 views14 pages

Customer Handling

This document discusses customer handling, including defining customer handling skills, the importance of customer handling, customer needs, service competencies, attitude checklist, factors affecting quality of service, and types of difficult customers. Customer handling skills involve understanding customer needs, fulfilling requirements, regular interaction, and exceeding expectations. The importance of customer handling includes customer retention, remaining top of mind, increasing loyalty, improving business, and positive word of mouth.

Uploaded by

Pierre Anthony D. Joven
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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CUSTOMER HANDLING

SCOPE
 Definition
 Importance of Customer Handling
 Customer needs
 Service Competencies
 Attitude Checklist
 Factors Affecting the Quality of Service
 How to deal with difficult customers
What is Customer
Handling Skills
 It’s the most vital part of a
business cycle. It includes
Understanding Customer
Needs, Fulfilling their
requirements, Regular
interaction with clients,
Execute best service; it’s
when services exceeds
expectations
Importance of Customer Handling

 Customer retention
 Always be in the customer’s mind
 Increase customer loyalty
 Better negotiation/coordination
 Improves repeated business
 Word of mouth publicity
Customer Needs

 Greet
 Value
 Help
 Listen
 Invite back
 Give attention
Service Competencies

 Communication
 Customer Sensitivity
 Decisiveness
 Energy
 Flexibility
 Follow up
Attitude Checklist

Enjoy helping people


Handle people well
Be understanding
Give equal and fair treatment
Factors Affecting the Quality of Service

Reliability
Confidence
Responsiveness
Efficiency
Consistency
Types of Difficult Customers

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