Customer Service

A satisfied customer is a source of free marketing. Such a customer refers you to his business contacts. He advertises your services for free. You are in business because of your customer. The customer may not always be right but he is fair and doing you a favor by giving you business. You should take care and behave as under;

• Branch ambiance is properly taken care of.
• Furniture is properly arranged and is sufficient and clean.
• Staff is properly dressed as per the requirement of the business.
• Desk of the customer service officer must be clean and properly arranged.
• Necessary Literature is available in sufficient quantities.
• Necessary stationery is available at the customer’s help desk.
• Greet your customer with his name with a smile on your face.
• Never ignore your customer waiting on you.
• Do not keep your customer waiting.
• Attend to your customer intently.
• Be positive, polite, and courteous.
• Being polite should not let you compromise your personalism, rules, and regulation.
• Understand customer issues and resolve them immediately.
• Be proactive and act visibly to remind the customer you are interested in resolving customer issues.
• Be selective in words while conversing with customers.
• Keep your voice low and pleasant.
• Maintain eye-to-eye contact with customers as long as it is possible.
• Realize the customer that he is important to you and the institution.
• Be polite.
• Tactfully handle while making refusal/denial.
• Never try to dupe/ misguide the customer.
• “I  do not know” is not a desired reflection rather refer the customer to a senior colleague for help and guidance.
• Occupying a desk entails your competency.
• Avoid discussing ridiculing your colleagues during or absent customers during business hours.
• Avoid discussing customer business without his consent during business hours.
• Be professional and at the same polite in your actions/ movements.
• Do not leave your desk while customers are waiting.
• Do not try to engage with more than one customer at a time.